Tech Support

Yes! CROSS Systems, Inc. is happy to connect to your desktop and assist you with installation of the CROSS Library 1.7 software or just to help you resolve any technical issues you may encounter with our software on your computer.

To have CROSS support personel assist you: You may call us at 1-877-615-9541 while at your computer.
Or, if you would like, you may call us to schedule a time for the assistance session.

When you call for assistance, we will ask you to use the following link to run the Remote Assistance (TeamViewer) software.
http://www.crosslibrary.com/remote

(You will need to click Run when prompted, then accept the disclaimer, then you may call us at 1-877-615-9541 and give us your 9-digit id and 4-digit password that is displayed on the screen.) We will need to know the nature of the problem or your specific questions when you call. We are glad to make your life eaiser by handling installation and configuration of our software!

You can find the latest download instructions at the following link:
http://www.crosslibrary.com/download

If you have any questions, feel free to call support at: 1-877-615-9541

The CROSS Library Subscription is what we previously called the ‘Library 1.7 Technical Support and Updates Policy’.The basics are summarized below. The reason we made the change of name is that this service now covers more than just updates and support. This will continue to be the case as we continue to develop more services that are hosted on our network of servers. Our goal is to provide services that do much more than you could do yourself at a lower cost point and in a much-easier manner than possible by leveraging the technology we have at our disposal.The CROSS Library Subscription is available in the following formats at this time:1. Three Months (Free with initial purchase)
Purchase of Library 1.7 includes a 90-day CROSS Library Subscription with the same privileges as defined below for the annual policy.2. 1-Year Subscription (Prepaid at a rate of only $7.50 per month! – $90)
You may purchase this subscription for $90 (see Order Form).
This annual prepaid plan provides the following benefits for one year after the 90-day free support expires:
–Updates, (as they are released) of new CROSS Library 1.7 features and improvements. Note: These updates are only available under the CROSS Library Subscription and are downloadable via the internet. You are notified about these updates through our CROSS Library 1.7 Helper icon in your system tray (down by the date/time display on the desktop).
–Internet Backup of Library 1.7 database to CROSS servers using our managed backup service providing support for up to 9 levels of backup for EACH database you have. Note: This feature is ONLY available under a valid CROSS Library Subscription.
–Phone and email support as needed.3. 2-Year Subscription (Prepaid at a rate of only $6.75 per month!)
You may purchase this subscription for $162 (see Order Form).
…features are same as listed above in the 1-year policy

Q: How do I download Library 1.7 to a FlashDrive?NOTE: Download to FlashDrive does not currently work due to issues with our OFFLINE INSTALLER. The answer below will be updated after we release an update for the OFFLINE INSTALLER. During the interim, please connect your computer to some type of internet connection during installation. Then, proceed to get all of the available Windows Updates followed by our software updates. If your computer is not usually connected to the internet, we advise that you also make an Internet Backup of your database(s) after you have updated the CROSS Library software.—-A: After you have installed Library 1.7 onto a computer with internet, follow the steps below to transfer the software to a FlashDrive. You may then use the FlashDrive to install onto a computer (such as your library computer) which does not have internet access.PLEASE NOTE: CROSS Systems, Inc. STRONGLY recommends that you have internet on any computer where you will be using CROSS Library software. Internet access is required for some features of CROSS Library products, and this will continue to be the case for MOST IF NOT ALL NEW FEATURES in our software. While this is the case, we recognize the need to use the basic functions of Library 1.7 on computers that do not currently have internet.

Steps to Download Library 1.7 to a FlashDrive:
1. Go to the computer where you have installed CROSS Library from our download link.
2. Locate the “Library 1.7 Helper” icon (down in the system tray by the clock–it looks like a little blue cube-like icon), right-click on that icon, click “Admin” on the menu that pops up, then click on the “Download Library 1.7 to FlashDrive” option.
3. If prompted to enter your customer#, find that in your documents, enter it, and click OK.
4. If prompted to enter your customer license name, find the “Licensed To:” information in your documents, enter it, and click OK. IMPORTANT NOTE: EVERYTHING must be EXACT–including using the correct case and spaces OR IT WILL NOT WORK!
5. Please wait–you will be prompted to REMOVE THE FLASHDRIVE. IF you already have it inserted, remove it and click OK.
6. Please wait–you will be prompted to INSERT THE FLASHDRIVE. Insert it, close any windows that open up automatically, then click OK to continue. The process will attempt to locate the FlashDrive.
7. You will be prompted to verify the drive letter of your FlashDrive. If you click NO, you may be given another possibility to select. If no more new drive letters are found, you will be prompted to remove the FlashDrive and then to re-insert it in order to re-detect the FlashDrive. Once you select the drive letter, you may move on to the next step.
8. PLEASE WAIT — If the process can take some time as it downloads the latest updates, downloads Java and Microsoft ODBC driver updates, etc. The time required for this step varies–if you have done it before, it should be faster the next time as the downloads do not need to be done again.
9. You should notice that your FlashDrive is blinking–this is normal, and it may do this for some time. You will be notified with a message when the process is complete.
10. When you receive the completion message, remove the FlashDrive. (It is ready to use to install onto your computer without internet.)

Anytime you call CROSS with a technical problem, we are very likely to ask if you have installed all of the latest Windows Service Packs, Windows Updates, and any other software update that might affect our software.

The reason we ask this is that software is built like any building–the foundation affects everything above it. Everything above the foundation depends on the foundation to function properly.

We’ve seen numerous issues cleared up because the underlying software begins to function properly after getting the latest updates. If Microsoft or another software vendor has fixed problems and released those updates to you (through Windows Update or through the vendors update process), you need to download and install them or you are simply struggling with problems that have already been fixed.

While we attempt to make our software as stable as possible, it is impossible for us to know or to fix the many underlying problems in all Operating System or in the software on which Library must depend to function properly.

So, the recommended update procedure to follow is to update everything from the lowest level up.

In most cases (where you are using Windows):
1. Install the latest Windows Service Pack (found in Windows Updates) and restart when prompted.
2. Install all of the latest Windows Security and Recommended Updates and restart when prompted.
3. Check again for any more Windows Security and Recommended Updates and restart if prompted.
4. Lastly, update our software from the Latest CROSS Library Install Link
5. Then, if you are having a specific problem, try it again to see if it works properly after you have installed these updates.

Library 1.7 works well with the following versions of Windows at this time:

-Windows 7 (32-bit only)
-Windows Vista (32-bit only)
-Windows XP (32-bit only) — almost all XP systems commonly sold at retail outlets are 32-bit
-Windows 2008 Server (32-bit only)
-Windows 2003 Server (32-bit only)
-Windows 2000

NOTE: Library 1.7 WILL NOT WORK with ANY 64-bit version of Windows at this time. CROSS Systems, Inc. is working to remedy this situation, but this has proven to be a long-term project. CROSS Systems, Inc. STRONGY recommends that our customers DO NOT purchase a 64-bit version of Windows until we have announced explicit support for it.

NOTE: If you are purchasing a NEW COMPUTER for use with CROSS Library 1.7, we recommend the new Netbooks due to the fact that they are about 40% – 60% less expensive than the average laptop and they all have 32-bit Windows pre-installed. Our testing shows that any system that uses the Intel Atom processor should work fine.

If you are not sure if the Windows on a computer is 64-bit or not, try doing this to find out:
1. Click on “Computer” on any Vista or Windows 7 system
2. Then click on “System Properties”
3. Look under the “System” section for “System Type” This will indicate if your system is 64-bit or 32-bit.

Click here to find how to find a computer with 32-bit Windows

Workaround:
Click here to find out what to do if you already have a 64-bit Windows system

Currently, the best way to do this is to install a free printer driver called Primo PDF (sounds like: Preemo PDF) from http://www.primopdf.com.

Then, print whatever reports you think is the best to show your holdings to that printer.
(You select the printer in Library 1.7 when printing.)

PrimoPDF will guide you through the steps of creating the report as a file which you then can post to your website for others to view.

Eventually, we are planning to have a fully-automated method which you will be able to link to from your website.
This will be announced to all of our customers when it’s ready to use.

Most computers are shipping with 64-bit Windows pre-installed.

A 32-bit version of Windows is required in order to run CROSS Library 1.7.
This is due to the structure of the Library 1.7 software. We are continuing to work on an update to remove this restriction. In simple terms, we will be replacing Library 1.7 with a new system.

In the meantime, if you need to purchase a new computer, you will need to get one with 32-bit Windows installed on it.

So, how to find a 32-bit version of Windows?

Check out the options below. Each solution below offers a good solution depending on your budget, committee recommendations, etc. We will list our recommended options first followed by the more difficult (less recommended) options.

If you are having trouble finding a computer with 32-bit Windows (required for CROSS Library 1.7), you may want to check the following options:

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1. HIGHLY RECOMMENDED: NETBOOKS are GREAT option and are 40% to 60% cheaper than a regular laptop! Also, ALL Windows netbooks have 32-bit Windows pre-installed! Our testing indicates that any netbook with an Intel Atom processor should be able to run CROSS Library 1.7 just fine.
Recommendations: If you can add Physical Memory (RAM), you may consider doing that. 1GB of RAM is fine for Windows XP 32-bit, but we always recommend as much RAM as possible on ANY computer–simply because it allows your computer to run more efficiently. Windows 7 should be able to run efficiently with about 1GB of Physical Memory (RAM)–just like XP. Netbooks tend to cost about $300 – $350.

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2. RECOMMENDED: Consider a standard laptop with Windows Vista 32-bit or Windows 7 32-bit. These can be found for at Sam’s Club or Walmart. Be careful to verify that the Windows is 32-bit. You may wish to ask a store representative for assistance. In the past, 32-bit systems tended to be a bit less expensive, however, this appears to be changing.

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3. NOT RECOMMENDED: Next, if you want neither a laptop or a netbook, you may consider a desktop system with 32-bit Windows pre-installed. You may be able to find a desktop with 32-bit Windows at Walmart. Again, you may wish to ask a store representative for assistance. We found NO 32-bit Desktop systems Sam’s Club or Costco! You may also specify a 32-bit version of Windows when you order a system from Dell. See http://www.dell.com for more details. NOTE: If you do not have internet at your library, we recommend that you get either a netbook or a laptop instead of a desktop! This will allow you to more-easily move your computer to a internet connection in order to update your software and Windows.

——-

NOTE: This next option is not recommended for the reasons listed as Drawbacks at the link below. Please read everything at the link below very carefully before going with this option.

4. If you or your committee MUST HAVE 64-bit Windows at this time, there is an additional choice: You may purchase a computer with 64-bit Windows and install VMWare’s free VMWare Player (a Virtual Machine) that can run a snapshot of your current 32-bit Windows system inside a window.

CROSS Library 1.7 requires 32-bit Windows.
If you already have a computer with 64-bit Windows on it, you can install a virtual machine and install 32-bit Windows inside it.

(Note: CROSS Systems, Inc. cannot support the installation of Windows or installation of a virtual machine. This is the customer’s responsibility. You may need the help of a technical person who can handle this for you, or you may choose to do it yourself using VM-Ware or some other virtualization product.)

If you have an existing system with CROSS Library 1.7 installed on it, it is possible to transition that system into a Virtual Machine which WILL RUN on 64-bit Windows.

The following steps are for CROSS customers who currently have CROSS Library 1.7 installed onto a 32-bit version of Windows and are needing to transition that system into a 64-bit Windows environment.

If you already have purchased a computer with 64-bit Windows, you may snapshot your existing Windows system with CROSS Library 1.7 on it. This will allow you to RUN the snapshot as a Virtual Machine in your new system. The steps below show the basic process:

How to transition an existing system into a 32-bit Virtual Machine:
1. You must first install ‘VMWare Convertor’ onto your EXISTING computer and use it to take a snapshot of your system into a file. This will most-likely require a technical person to handle the process properly.
2. Then, your technical person must copy the snapshot to the 64-bit Windows system.
3. Install VMWare’s free VMWare Player (the Virtual Machine) onto the 64-bit Windows system.
4. Open the snapshot file using the VMWare Player.
5. Re-register Windows in the VMWare Player.

Benefits:
A. This will allow you to run your existing system software on the new computer’s hardware without needing to re-install all of your programs.
B. You get the newest capabilities of 64-bit Windows (mainly the ability to add more Physical Memory), and the ability to run CROSS Library 1.7 inside the 32-bit Virtual Machine all-in-one physical computer system.

Drawbacks:
A. The transition to a Virtual Machine is technically too difficult for the majority of our customers. Sometimes using your computer can be confusing when using a Virtual Machine.
B. You will need to call Microsoft to re-register your copy of Windows. (You will need to ensure that you are removing Windows from your old system and using it only in this Virtual Machine.)
C. It will require a technical person to handle the transition of your existing system into the Virtual Machine on your new system.
D. You will need to open VMWare Player and select your Virtual Machine to open the 32-bit Windows each time you wish to use Library 1.7.
E. You will need to do Windows Updates on both the Virtual Machine AND your 64-bit system. (It’s a bit more maintenance.)
F. It may cost you more to have a technical person transfer your existing system into a Virtual Machine than to purchase a 32-bit laptop or 32-bit netbook. At this point, we believe that a 32-bit Netbook would be the simplest and cheapest solution for most of our customers at the present time.
G. Any USB devices can be confusing when using a Virtual Machine. When you plug any USB device into the system, it will most-likely be connected to the Virtual Machine instead of your main system. If you wish to use the USB device on your main system, you must use the ‘Devices’ menu on the Virtual Machine’s window to Disconnect the USB device from that Virtual Machine.