frequently asked questions
As part of our mission to assist all of our customers whenever and however they need us, we have listed the most common questions below. Simply click the question concerning you to display the relevant answer
If your question is not listed below, or you're still experiencing the same problem after trying the steps below, you can contact us at any time in order to resolve it or to arrange a visit from a representative.
› desktop troubleshooting
Answer: HTTP Error 407 means that your proxy server needs a valid authentication which has not been provided. This tyically means you have not entered a valid Windows login. Make sure you select “Manual Proxy” and put a tick in “Proxy Requires Authentication”. Enter a valid Windows username and password, put a tick in “Save Proxy Details”, and click OK.
2. We are unable to export reports to excel. How can we resolve this?
Answer: In order to export reports to excel, you must have Excel Viewer installed. You can download it from here. If you have already downloaded but are still experiencing the problem, make sure you have installed it as well. A common reason for this problem is that when Excel Viewer is downloaded, it still requires installation.
Answer: In order to access images from the PDA on the desktop, you must click on 'Get PDA Images'. This is located next to 'Sync', on the Data Sync ribbon under Settings
Answer: Your computer doesn't have enough memory. Use a more powerful computer to perform the actions you need to on Bing Maps.
5. PSSLive runs very slowly or hangs when I create a new task or works order
Answer:
This means that your IT department is blocking a port that is required for PSSLive to connect to the live database.
You will need to contact your IT department and ask them to unblock Port 1433 for the following addresses:
www.pssltd.co.uk
109.228.24.58
www.playsafe.pssltd.co.uk
109.228.24.58
www.playsafe.com
109.228.24.62
www.psslive.net
109.228.24.58
www.playsafe.co.uk
109.228.24.58
Answer:
This usually means that the local database is corrupt.
If you haven't made any changes and don't require any data to be uploaded then you can delete your local database by following the steps below:
Close PSSLive
Open the PSSLive folder on your desktop
Delete the file: PSSLive.xdf
Run PSSLive again
› smartphone troubleshooting
Answer: You probably haven't synched your desktop since making the changes, so the data won't be on our server for the PDA to download. Sync your desktop and then try synching the PDA again.
Answer: Use the PDA's browser to download this file and install it, then re-open PSSLive.
Answer: You need to grant the PSSLive application permission to move files. To do this, move PSSLive from Program Files to Device.
Answer: The error 28037 means that the device may have lost internet connection during the sync. No data will have been lost but it is possible that it has not been successfully uploaded. Either connect the device using a different method (e.g. sharing a desktop/laptop's internet connection) or finding a location with a better phone signal. We highly suggest that an upload only sync is done until the application successfully syncs
Answer:
The latest PSSLive upgrade can be manually downloaded and installed by opening Internet Explorer on the PDA and entering the following address (An Internet connection on the phone is required):
https://www.playsafe.com/files/pssliveinstaller.cab
A box should appear asking to download 'psslive.cab'. Click either 'Save As...' or if 'Save As...' doesn't exists, click on menu at the bottom right > then 'Save As...'
Change the file name to 'psslive.cab' and change the type to 'All Files'.
Click yes to any of the unknown publisher messages that appear.
Click OK to removing the previous version.
When psslive.cab is successfully installed, click OK at the top right of the screen.