Home Help! WebRunner Common Errors
Common Errors PDF Print E-mail

A list of some common errors and solutions for the WebRunner service.

The WebRunner software is already running.

This problem generally occurs if WebRunner didn't exit properly when you disconnected from the Internet, and you then reconnected to the Internet prior to rebooting. Rebooting your computer should resolve this issue.

If this problem persists, however, one of the WebRunner files may have become corrupted. In this case, reinstalling the WebRunner software should resolve the problem.
1. CLICK HERE to begin downloading the WebRunner setup file.
2. Save the setup file to your Desktop.
3. When the download is completed, a WebRunner setup icon will appear on your desktop. Double-click on the setup icon to reinstall WebRunner.

WebRunner has encountered a problem and needs to close.

Generally, this error occurs when Windows is low on available memory or resources and has become unstable. If may also occur due to a software conflict.

Possible Solutions
A. Restart your computer
B. Troubleshoot for software conflicts

A. Restart your computer
In most cases, restarting your computer will correct this problem.
A full shutdown, followed by a 30 second cool-down period is recommended, prior to restarting your computer.

B. Troubleshoot for software conflicts
If a shutdown did not resolve the problem, there may be a conflict between the WebRunner software and another program running on your computer. To resolve this, you'll need to disable other running programs in order to identify the conflict.
1. Disconnect from the internet.
2. Press and hold the Ctrl, Alt and Delete keys at the same time.
3. Click Task Manager.
4. A window will appear listing all of the programs running on your system.
5. For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it and click the End Task button.
6. Close the Task Manager.
7. Try your internet connection again. If this resolves the problem, restart your computer, and then repeat the above steps, ending only one program at a time. Each time you remove a running program, try connecting again. If you don't encounter the error again, the last running program that you removed is the program creating the conflict. You must then choose to either stop running this program when using WebRunner, or contact that program's manufacturer to see if they can suggest a work-around.

Your copy of the WebRunner software has been corrupted.

Apparently, one or more of the WebRunner files have become damaged, preventing WebRunner from functioning. Reinstalling the WebRunner software should resolve this problem.

1. CLICK HERE to begin downloading the WebRunner setup file.
2. Save the setup file to your Desktop.
3. When the download is completed, a WebRunner setup icon will appear on your desktop. Double-click on the setup icon to reinstall WebRunner.

WebRunner has encountered a problem while launching.

This problem occurs when something about the current state of your computer is preventing WebRunner from correctly loading its startup files. In most cases, restarting your computer will correct this problem.

If this problem persists, however, one of the WebRunner files may have become corrupted. In this case, reinstalling the WebRunner software should resolve the problem.
1. CLICK HERE to begin downloading the WebRunner setup file.
2. Save the setup file to your Desktop.
3. When the download is completed, a WebRunner setup icon will appear on your desktop. Double-click on the setup icon to reinstall WebRunner.

WebRunner has encountered a problem with the Windows Operating System.

Generally, this error occurs when Windows is low on available memory or resources and has become unstable. If may also occur due to a software conflict.

Possible Solutions
A. Restart your computer
B. Troubleshoot for software conflicts

A. Restart your computer
In most cases, restarting your computer will correct this problem.
A full shutdown, followed by a 30 second cool-down period is recommended, prior to restarting your computer.

B. Troubleshoot for software conflicts
If a shutdown did not resolve the problem, there may be a conflict between the WebRunner software and another program running on your computer. To resolve this, you'll need to disable other running programs in order to identify the conflict.
1. Disconnect from the internet.
2. Press and hold the Ctrl, Alt and Delete keys at the same time.
3. Click Task Manager.
4. A window will appear listing all of the programs running on your system.
5. For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it and click the End Task button.
6. Close the Task Manager.
7. Try your internet connection again. If this resolves the problem, restart your computer, and then repeat the above steps, ending only one program at a time. Each time you remove a running program, try connecting again. If you don't encounter the error again, the last running program that you removed is the program creating the conflict. You must then choose to either stop running this program when using WebRunner, or contact that program's manufacturer to see if they can suggest a work-around.

Failed to automatically enable the proxy settings in Internet Explorer.

This message occurs when the WebRunner installer isn't able to automatically set up your computer to work with WebRunner. That means that it will have to be configured manually.

This solution has two steps. You must first identify the local listening port used by your version of the WebRunner software. You must then use this information to enter the correct proxy information into Internet Explorer.

To identify the local listening port in the WebRunner software:
1. Connect to the Internet. Once connected, the WebRunner icon will appear in your system tray at the bottom right of your screen.
2. Click on the WebRunner icon to display the WebRunner menu, and select Settings. The settings configuration screen will appear.
3. Click on the Details tab.
4. Find the value displayed under Local Listening Port and write it down.
5. Click OK.

To enable the correct proxy settings in Internet Explorer:
1. Launch Internet Explorer. You do not have to be connected to the Internet.
2. From the Tools menu, select Internet Options.
3. In the Internet Properties box that appears, click on the Connections tab.
4. In the Dial-up settings box, highlight your internet Dial-up Networking account and click on the Settingsā€¦ button. The settings box will appear.
5. Check the boxes next to Use a proxy server and Bypass proxy servers for local addresses.
6. Click the Advancedā€¦ button.
7. For the Proxy address to use for HTTP: enter localhost.
8. For the Port for HTTP: enter the local listening port value from the WebRunner software that you previously wrote down.
9. Click OK on each of the three open dialog boxes to close them.
Internet Explorer should now be configured to work with WebRunner.

The file sdi.db, used by WebRunner, cannot be created or modified. As a result, WebRunner acceleration is unavailable for this online session.

WebRunner uses this file to store information about itself while it is in operation. This message appears when the file has become corrupted, it or the folder that it is in has been marked "read only", or you do not have permissions on this computer to create or modify files.

Possible Solutions
A. Delete sdi.db
B. Make sure you have the rights to create and modify files

A. Delete sdi.db
1. From the Windows Start Menu, select Find and choose Files or Folders.
2. In the Named box, enter sdi.db.
3. In the Look in box, select Local Hard Drives. If this option is not available, select Local Disk (C:) or simply type C:
4. Click Find Now.
5. If sdi.db appears in the results windows, highlight it with the mouse and press the Delete (or Del) key on your keyboard. If asked if you want to send this file to the Recycle Bin, click Yes.
6. Try reconnecting to the internet.

B. Make sure you have the rights to create and modify files
If you are trying to use WebRunner on a networked computer at your office, it is possible that your network administrator has not given you the rights to create or modify files within the WebRunner folder on this computer. Contact your network administrator for assistance.

WebRunner could not start due to a conflict with another application.

Either another Internet-aware application is already using the same TCP/IP port number that WebRunner needs to use, or you are running a firewall program that prevents usage of that port number.
To resolve this problem, you will need to identify the port number that WebRunner is using, and then either change to something else in the conflicting application, not run the conflicting application, or tell your firewall software to allow communication on that port. For information on how to configure the conflicting application or firewall, please consult the documentation that came with that product.
Note that it is not possible to change the port number setting within WebRunner.

To identify the port number used by WebRunner:
1. Start WebRunner and connect to the Internet. Once connected, the WebRunner icon will appear in your system tray at the bottom right of your screen.
2. Click on the WebRunner icon to display the WebRunner menu, and select Settings. The settings configuration screen will appear.
3. Click on the Details tab.
4. Find the value displayed under Local Listening Port and write it down.
5. Click OK.
The Local Listening Port number that you wrote down is the conflicting TCP/IP port number. The other application must now be changed so that it does not use this port number.

WebRunner encountered a problem while starting, disabling acceleration for this online session.

This error appears when the WebRunner software on your computer cannot communicate with the WebRunner servers. This can happen for a variety of reasons. Here are some steps you can follow to enable WebRunner:

Possible Solutions
A. Verify that you logged in with a WebRunner-enabled account
B. Disconnect and reconnect
C. Reinstall the WebRunner

A. Verify that you logged in with a WebRunner-enabled account
If you use multiple internet accounts on the same computer, WebRunner will only be enabled when logging in with the accounts for which you paid for the WebRunner service. Please check that the MemberID you logged in with is a WebRunner-enabled account.
To check to see if your account is WebRunner-enabled, please call 1-877-914-6987.

B. Disconnect and reconnect
WebRunner may have been disabled due to a temporary communication problem between the WebRunner software on your computer and the WebRunner servers. Disconnecting from the the internet and reconnecting will resolve these types of issues.

C. Reinstall the WebRunner software
If the above issues do not resolve the problem, the WebRunner software may have become corrupted and should be reinstalled. To do so:
1. CLICK HERE to begin downloading the WebRunner setup file.
2. Save the setup file to your Desktop.
3. When the download is completed, a WebRunner setup icon will appear on your desktop. Double-click on the setup icon to reinstall WebRunner.

 
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