When you have a question for technical support, check here first. The top questions our tech support team receive are posted right here.

DOWNLOADING SOFTWARE & INSTALLATION

Q: When I download the Teranode Biological Modeler Starter Edition from the Web site, the download stalls at 99%.
A: Virus scanning or anti-spyware software may cause TDS downloads to hang, as the programs typically try to scan each piece of an incoming file. To work around this problem, temporarily disable your security software for the duration of the download.

Q: Why am I receiving a security warning regarding "Zero G Software Inc." applet
A: When installing TERANODE Design Suite, you may be notified that Zero G Software Inc is installing a signed applet:



Choose Yes to accept this applet and continue the TERANODE Design Suite installation.

Q: Why am I receiving the message "Invalid License File" when trying to import my license file?
A: Internet Explorer may automatically add a ".txt" extension to file downloads. Be sure your license file extension is ".lic", and does not have an extra ".txt" appended. If you are still unable to import your license file after removing the ".txt" extension, please contact Teranode Support at support@teranode.com.


ADMINISTRATION & CONFIGURATION

Q: Security Warning using Windows XP Service Pack 2
A: You may receive a security warning when starting TDS or TDS Help on Windows XP with SP2. The warning identifies Teranode as "java" or "javaw" and the publisher as "unknown", and requests your permission to run the application. Allow blocked content for the session to allow Teranode applications to run.

To allow blocked content:

• Click the Internet Explorer Information Bar and choose Allow Blocked Content.
  
• Click Yes in the Security Warning window.

Note: You may need to repeat this procedure each time you open Help.

Q: Why is my firewall application alerting me that Teranode is attempting to use a non-standard port?
A: Teranode uses a high-level port to make sure that only one instance of the software is running at a time. TDS does not access the network or internet unless a web link inside the program is clicked.

Q: Are Administrator permissions required on Windows to run TERANODE Design Suite?
A:  Yes, Administrator privileges are required to install TERANODE Design Suite and import the license file. To work around this, IT Administrators can give users write access to the C:\[installation directory]\Teranode\WEB-INF\lib directory, or can copy the license file to this location following the installation.

Q: Where do I put the SQL driver files on my client computer to access my TERANODE Model Server?
There are three jar files for the SQL Server drivers a Teranode client requires to access the TERANODE Model Server: msbase.jar, msutil.jar, and mssqlserver.jar. These drivers can be downloaded from Microsoft. Place the .jar files in the in the JRE's lib\ext folder, which on a default Teranode installation on Windows is C:\Program Files\Teranode\jre\lib\ext.

Q: Are plug-in extension names case sensitive?
A: Yes, the plug-in extension names are case sensitive. If your company uses a Plug-in for enhanced TERANODE Design Suite functionality, be sure to type the extension ".jar" in lower case. For example: "Plugin.Jar" or "Plugin.JAR" will not load, however "Plugin.jar" will load.


Q: Where are plug-in files kept?
A: Plugin files are kept in the WEB-INF\lib\plugins directory, which is C:\Program Files\Teranode\WEB-INF\lib\plugins for a default installation on Windows. We recommend making a periodic back-up of this directory. In addition, this directory will remain on your computer after TERANODE Design Suite is uninstalled, allowing you to access the same plug-ins when you reinstall the program. To view a list of your currently installed plugins, choose Help > About Plugins.


Q: Can I use TDS with more than one monitor in Windows 2000 or XP?
A: It is not recommended. If you use TERANODE Design Suite with more than one display attached to your computer, it may result in deadlock upon return from Standby or Hibernate on Windows 2000 or XP.


PRODUCT SPECIFIC

Q: My trial license for the Biological Modeler Starter Edition expired. How can I get an extension?
A: TERANODE Biological Modeler Starter Edition is a 30-day unlimited evaluation copy. After the 30-day period, the software defaults to 'read only'. Should you wish to extend, you can purchase a full version of the software by contacting sales.


Q: When evaluating Biological Modeler Starter Edition, I received an error message that said "invalid license file". What does this mean?
A: Invalid license file means that the trial evaluation period has expired and your current license file is no longer valid. Contact sales to purchase a valid software license.

Q: What is the difference between the TERANODE Accelerator Integration Kit (AIK) and the TERANODE Software Development Kit (SDK)?
A: As of release 2.7, the TERANODE Accelerator Integration Kit has been renamed the TERANODE Software Development Kit. The SDK provides the functionality of the previous AIK.

Q:  When I open an example model, why is there is a red X or an orange "!" point on the top node?
A: The red X signals there is information required for that node that has not been completed. For instance, the number of rows, columns, and plates may be required for the Protocol Modeler to create a plate stack to begin the experiment. This is also denoted by red text or a red line in the right-hand side of the Property Pane. An orange exclamation point, orange text, or an orange line in the right side of a Property Panel field all indicate that the property relies on data from another field that has not been completed. Filling in all fields with red indicators should also clear the orange indicators.

Q: Can I extend the node property labels on the model view?
A: At this time there is no way to set the length of the property labels visible next to the node. The font size may be changed, but changing fonts will not alter where the field is truncated. To choose the font size, click View from the TDS toolbar, and select Options. You will be able to change the font on the Graph View tab.

Q: How do I change formula unit?
A: To edit a formula unit for Biological Modeler, like Kf or Kr on a Reaction node, double-click the node to open the Properties Pane. There will be two text fields next to Kf and Kr. The first contains a formula/value and the second contains the units. You can change units by editing the second field, but Kf and Kr need to be dimensionally consistent with the default units, or the change will be rejected. If the units field is too small to work in comfortably, you can pull up a larger property editing area by clicking on the Kf or Kr label.

Q: How do I edit information seen in the Text and Math views?
A: The Text and Math views of the Biological Modeler are not editable; they are auto-generated from the graph structure and properties. Modify the graph node properties instead.