VIN Decode

Support Page : Troubleshooting


Problem (Possible) Solution
Problems Installing .
You tried to reinstall the program and got a confusing dialog about Adding or Removing things. Did you try to reinstall the software using the Windows Add and Remove Programs utility? If so, don't. See the instructions for installing or updating the program. If not, see the next problem.
When trying to install for a second time, you get a dialog that asks about "repairing" or "removing".
  • This only happens if you run the same file download a second time on the same computer. Normally, you shouldn't do this.
  • Why are you trying to reinstall the same version of the program?
  • If you received error messages not caused by the previous mistake, then you need to determine why. Ask for help from your IT department, then contact us.
  • If there are no error messages, but the program doesn't seem to behave the way you expect, review how to run the program before you decide something is really wrong.
  • You can't find the file you downloaded.
  • First, be sure you took careful note of the location where you downloaded the file. When you open the folder to find it, sort by name and look for the file among the files beginning with "V" (trailers) or "I" (trucks).
  • If you have verified for sure that the file isn't where you downloaded it, then make sure your antivirus software isn't deleting it. If it is, find out how to make it stop. (If your cable company is providing the software, they should help.)
  • The installation crashed and the error message says "Error 1325.Documents is not a valid short file name" or something similar. Someone should log in as Administrator to run the installation. In this situation, you may run into permission-related errors when you go to run the program itself. If that happens, refer to the applicable sections of this page, below.
    You tried to change the Destination Folder to a network drive and got Error 1327-Invalid Drive.
  • This problem is solved by the latest versions, starting with 3.14.1015 (trailers) and 1.14.1015 (trucks).
  • The installation crashed and the error message doesn't make sense. There is a rare error in which the browser isn't able to download the entire file. The only advice we can offer is to try downloading the file again.
    Problems Running .
    You get a message, "unable to update the data directory".
  • This is almost certainly due to incorrect permissions on C:\ProgramData\VIN_DECODE (for trailers) or C:\ProgramData\INC_TRUCKS (for incomplete trucks). (It you are sharing on a network, this would apply to the network folder. The error message will specify the folder in question.)
  • Yes, this can happen even if you are an "Administrator".
  • Yes, in Windows 7 and above, there is a C:\ProgramData folder. If you can't see it, you need to change your folder settings to allow you to view hidden files and folders.
  • For local standalone installations on Windows XP, this has been solved with the latest versions, as of 10/15/14. In this case, download and install the latest version.
  • If this is happening on a network, ask your IT personnel to help with this. As of 12/3/14, the program should give you a chance to redirect to the network. See directions for installing. Make sure you are using the correct icon, if there are two.
  • You get a message about an "index error".
  • First, try this: In the main screen, click the Maintain Data button, then the Rebuild Tables button.
  • If the problem remains, contact us using the feedback form. (See below.)
  • You get an error message about a read-only file.
  • Check the settings of the shortcut you used to launch the program. Make sure that the "Start in" folder is not the desktop.
  • If this is on a network, make sure that the user has write access to the "Start in" folder.
  • If this is a local standalone installation on Windows XP, the latest version should fix the problem.
  • It may be that the data folder cannot be updated by the user. An administrator may be able to correct this.
  • You get an error message about a missing table. There are two likely causes:
  • You have a network setup and have not correctly updated the shortcuts (icons) on all workstations.
  • You used the Custom setup on your first installation, and did not select the "Typical" setup.
  • You get an error message starting with "The file [filename] is not in the correct format..." There are two likely causes:
  • Your file does not have a top header line with field names.
  • Your file has a header, but the field names are not correct.

  • In any case, you should make sure that there is a header which is in a recognized format. Read the program's help file (topic "Data Import") to see what the field names are. There are several recognized formats, either generic or specific to your administrative vendor.
    (Some other error or problem)
  • Review the what's new file for Trailers or Incomplete Trucks to see if your problem has been fixed in a more recent version of the program.
  • Even if you don't see anything, see if the latest version is the one you are using. If not, consider downloading and installing the latest version. (There is no longer a separate "Update" install.)
  • If your program is up to date, please use the Feedback Form to report the problem to us.
  • Moving to a new computer .
    Hard Disk Crash/Computer Death
  • If you have backed up your data, or someone is able to recover the data from the hard disk, then follow the procedure below for "New Computer (Standalone)".
  • If the dead computer is on a network and is being replaced by a new one, and if your program and data are on the network, then follow the procedure below for "New Computer (Networked)".
  • New Computer (Standalone) If you need to copy your program and data from an old computer to the new computer, then follow these steps:
    1. Follow the procedure for downloading and installing the program on the new computer.
    2. Run the program to verify that it works. The list will be blank.
    3. You will need to then copy the data files from your old computer to your new computer. Refer to the following charts for the locations:
      For Trailers :
      Windows 7 and laterWindows XP, program version 3.14 and aboveWindows XP, program version 3.13 and older
      c:\ProgramData\VIN_DECODEC:\Documents and Settings\All Users\VIN_DECODEC:\Program Files\VIN_DECODE

      For Incomplete Trucks :
      Windows 7 and laterWindows XP, program version 1.14 and aboveWindows XP, program version 1.13 and older
      c:\ProgramData\INC_TRUCKSC:\Documents and Settings\All Users\INC_TRUCKSC:\Program Files\INC_TRUCKS

      If your old program was on Windows XP and the program version was older than (3 or 1).14, then be sure to not copy the program itself (vin_decode.exe or inc_trucks.exe).
    New Computer (Networked) If you need to install the program on a new workstation, follow the standard procedure as described in "How to download and install". Make sure you use the program's built-in Network Setup screen.

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    Last Updated: December 12, 2017