DairyLive Customer Support

Living Software, Inc., provides technical support for registered DairyLive users. Before calling for technical support, please do the following:

If you do not understand how to perform a certain task, be sure to check the on-line help for information. Click here to view the on-line help.
If you are experiencing a technical difficulty, write down exactly any error messages that you are receiving and what steps you performed that caused the problem.
Check out the Common Problems and Workarounds section of this Web page.
If you are still having problems, contact us via e-mail or telephone and we'll be glad to help:

Send a request to Living Software support
Telephone: 800-642-5808
(Outside of U.S., call 715-246-5808)

Be sure to leave your name and both daytime and evening telephone numbers where we can reach you.

Licensing Questions

Each registered copy of DairyLive requires a license. When you purchase DairyLive, you will be provided with a customer number. If your computer is connected to the Internet, the customer number will be used by the DairyLive registration process to contact Living Software's web site to verify that the license is available and has not been installed on any other computer. If your computer is not connected to the Internet, you will need to contact Living Software and provide your computer identifier, which is shown to you by the DairyLive registration process and the DairyLive version number. Every computer has a unique identifier. You will be provided an activation code that "complements" the computer identifier.

If you purchase a new computer and you want to re-install DairyLive on it, you will need to contact Living Software to obtain a new activation code or have your customer number reset. Your technical support must be up to date in order to receive a new license. Please send this request to Living Software via this link. Include your user name and, if your computer is not connected to the Internet, the computer identifier and exact version number of DairyLive. Also please explain the reason for needing the license code.

If you reformat your drive, you will need to follow the same procedure as if you bought a new computer.

Common Problems and Workarounds

I'm having trouble installing the DairyLive Companion. I get an error message about a missing DLL file. What should I do?

The latest version of the HotSync Manager (version 6.2) is not compatible with the DairyLive Companion installation procedure. You will need to download the following file and run it on your computer:

DLCompSetup.exe (190k)

Follow these instructions:

Open (run) the program that you downloaded from the link above. (On Vista, you will be prompted to perform an administrative action.) You will see:

Click OK. You will now see:

Click the Unzip button. (NOTE: If you installed DairyLive to a different directory than what is shown, you will need to contact Living Software for further assistance.) Now you will see:

Click OK. Now you will see:

After a few moments you should see:

If you do not see this message, you will see an error message and a log of the actions that the Setup program performed. Please send this log to Living Software for further assistance.

I'm not able to connect to the on-line backup service even though I'm connected to the Internet.
OR
The DairyLive registration process cannot verify the license even though I'm connected to the Internet and I chose the option that I was connected to the Internet.

Most likely this is because your anti-virus software or your Windows firewall is preventing DairyLive from sending information across the Internet. Norton Anti-virus, especially, is known for this. You will need to modify your anti-virus firewall settings. If you are not using an anti-virus product, check your Windows firewall settings and add the DairyLive program (DairyLive.exe) and the DairyLive setup program (DLSetupFE.exe) as ones that are allowed to send data to the Internet.

Why doesn't the Update DairyLive option (in the Tools menu) work anymore?

If you have version 3.100A or earlier, this option will not work anymore. That's because the Internet interface that was being used for this is no longer available to us. In version 3.200 and later, this option works correctly.

The message "Unable to open translation database..." appears when I start up DairyLive.
OR
The message "This program has performed an illegal operation..." appears when creating a new herd database or opening an existing database.

This problem is most likely due to a missing or out-of-date Data Access Objects installation on your computer. This software is automatically installed when you install DairyLive. You may need to re-install DairyLive to rectify this.

If you are still having problems, you can install the latest service pack for Jet 4.0 from this location: http://support.microsoft.com/kb/239114.

Do I have to be connected to the Internet to use DairyLive?

No. DairyLive does use parts of the Internet Explorer browser for displaying help windows and for showing and printing reports, so you do need to have Internet Explorer (version 6.0 or later is recommended) installed in order for DairyLive to operate properly. If for some reason you don't have an adequate version of Internet Explorer, you can download the latest IE from Microsoft.

When I start the DairyLive setup program, I get an error about OLEAUT32.DLL. What does this mean?

It means that your Windows system files are out of date. To work around this problem, use your My Computer icon and go to the IE6 folder on your CD-ROM. Double-click on Setup.exe and follow the instructions to install Internet Explorer 6.0. This installation will ensure that all your system files are up to date. After restarting your computer, run the DairyLive setup program on your CD-ROM again.

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