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Common issues with installing latest release of HEPCAT

Error: HEPCATExpress database installation encountered errors Installation Aborted.

Action:

  1. Temporarily disable any antivirus software
  2. Restart your computer
  3. Check that you have the latest service packs installed
    • Start menu > right click on 'Computer' > click on Properties > see if Service Pack is listed
  4. Run Prerequisites as administrator (right click > Run as Administrator)

HEIMS Client Support may request installation logs/error report if you receive this error. This quick guide explains how to get the report.

 

Error: Database update failed

Action:

Check the following:

  1. Each step of the installation instructions was completed
  2. HEPCAT folders on your C drive have updated
  3. Open HEPCAT for the first time as administrator (right click > Run as Administrator)
  4. Check that you have sufficient space on your C drive to run HEPCAT (20 GB of disk storage)
  5. Check/start the SQL Server (HEPCATEXPRESS) service. To do this:
    1. Open Windows Explorer, right click on 'My Computer', select 'Manage'. This will open the 'Computer Management' window
    2. Expand 'Services and Applications' and select 'Services' from the list
    3. From the list of 'Services' in the right pane, right–click on 'SQL Server (HEPCATEXPRESS)' and select 'Properties'
    4. Go to 'Log On' tab — change the 'Log on as' account to 'Local System Account' and click 'OK'
    5. Go back to 'General' tab, start the service if it is stopped and change 'Startup type' to 'Automatic'
 

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Error: You must un–install existing HEPCAT Prerequisites before installing the new version

If this error messages occurs after you have followed the instructions to uninstall HEPCAT Prerequisites search in program and features (Start menu > Control Panel > Program and Features) for SQLEXPR2005 and Microsoft SQL Server 2005.

If either is listed un–install.

 

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Error: Installation Aborted. You must un–install existing HEPCAT EXPRESS instance first

If this error messages occurs after you have followed the instructions to uninstall HEPCAT Prerequisites search in program and features (Start menu > Control Panel > Program and Features) for SQLEXPR2005 and Microsoft SQL Server 2005.

If either is listed un–install.

 

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Submission history missing from HEPCAT

Updating the Prerequisites will remove your HEPCAT database so to return to your reporting history and any submission in progress you will need to restore the database from the backup taken prior to installing this latest version of HEPCAT.

Detailed steps on restore are provided in the HEPCAT User Guide Part 3.

 

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HELP Due files reverted back to a status of "in progress"

As validation 7232 was updated to reduce the reporting of invalid tax file numbers the status of your 2014 HELP due files for both periods 1 and 2 have been returned to "in progress". You will need to re–validate these files before you can submit your student data.

 

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