Desktop Directory - Troubleshooting/FAQs

The DX Desktop Directory software has been developed by ePartners, a Microsoft Gold certified Partner and two-time recipient of Microsoft’s Global Partner of the Year Award. It is provided free of charge to DX Members for installation on their own PC’s or networks, and in this regard, we are unable to provide technical assistance.

Technical queries or problems should be referred to your IT administrator as they are likely to require resolution within your specific IT environment. However we have produced a set of FAQs below which we hope will be helpful in the first instance.

1. Is the software safe to use?

The DX Desktop Directory software has been developed by ePartners, a Microsoft Gold certified Partner and two time recipient of Microsoft’s Global Partner of the Year Award. It has been piloted with a sample of DX Members prior to launch and is currently being independently tested by VeriTest, a testing service of Lionbridge Technologies.

You will be asked to accept terms and conditions for use of the service and we recommend that Members read these carefully.

2. I have tried to download/install the software, but an error message appears.

You may not have access rights to download software and will need to contact your IT administrator. You may wish to discuss using the Network version (which will require the involvement of your IT administrator) instead.

If you have downloaded the software but are unable to install it, it is possible that your organisation’s IT policy restricts you from installing software. You will need to contact your IT administrator. You may wish to discuss using the Client version (networked) instead.

3. How long will it take to download the software?

The table below gives the average times for downloading based on the bandwidth of your organisation

End User Bandwidth Approx. download time in minutes
56Kbps Not recommended (see below)
64K ISDN Not recommended (see below)
128K ISDN 38
640K-DSL 7
1.54M T1/1.5M DSL 3

4. I have Dial-Up Access - can I use DX Desktop Directory?

For Members with Dial Up Access we recommend you use the Online Directory or download the PDF version of the Directory – visit Directory Services page for further details.

5. Which operating systems support the software?

The DX Desktop Directory is only suited to Microsoft operating systems. It is not suitable for Apple Macintosh, Linux, or Sun Office operating systems.

6. I’m getting an error message when I update the database.

You may have restrictions on your Internet access and will need to contact your IT administrator. The Client Server version may be a better option for your organisation. Your IT administrator may need to open the Firewall Port (Port 80) to allow updates to be made to the database.

7. I’ve got the Client Server version, but I am still unable to receive the database updates.

If you have a proxy server in place, it may prevent the database updating. You will need to contact your IT administrator with the recommendation that Port 80 is opened and the DX website url's www.thedx.ie and  www.thedx.co.uk be added as trusted sites.

8. What’s the best version of the software for me?

Please see page 3 of the Installation Guide for our recommendations.

9. I’m not getting the Toolbar and/or Smart-tag in MS Word.

The Toolbar and Smart Tag options will only work with MS Office 2000 or above.

If you have MS Office 2000 or above but are still not seeing the Toolbar or Smart Tag search options, then it is likely that when the software was installed, one or both of these options were deselected.. In this case, you (or your IT administrator) will need to un-install the software and then re-install, taking care not to de-select them.

10. I had selected to install SmartTag during installation but this is not working in MS Word.

Select Tools from the Menu Bar and select Auto Correct option.
Click on the Word SmartTag Tab and ensure the 'DX Addressing System (DX addressing Smart Tag)' is ticked.

11. I had selected to install DX Toolbars during installation but this is not working in MS Word.

Select View from the Menu Bar and select Toolbars and ensure 'DX Toolbar' is selected.

12. I cannot download/install/run the application.

You may have one of the following issues:

  1. If you have already attempted to install DX Desktop Directory, you will need to un-install it, then re-install it.
  2. Your internet security level may be too high (Firewall settings).
  3. Your computer User Account may not allow you to download, install or run certain software.

If either of points 2 and 3 are not resolved by the solutions provided above, customers are advised to speak to their technical/IT support departments to get the matter resolved.

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