Troubleshooting iMove

Advanced Troubleshooting Options

NCOA Customer Info

This screen is filled in automatically when the company is set up. You shouldn't need to edit it.

NCOA Test

Use this to verify the connection to the DataTech SmartSoft servers. It is for testing only.

Run the steps in this order:

1. Set user info (DLL API only).
2. Run user info.
3. Run the process.
4. Run the setup.
5. Validate (DLL API only).
6. View results (DLL API only).
7. Select the Run exe checkbox.

NCOA Toolkit

By default, the NCOA Toolkit is stored in a subdirectory of iMove. Use this menu option to move the toolkit or to point iMove to a toolkit installed in a different directory. This is an advanced feature that most users won't need.

PAF CreateDispatch Error

1. Open a Command Prompt window.

2. Paste in the following command exactly as written (it is all one line):

   Regsvr32 "C:\Program Files\Computer System Innovations\iMove\NCOA Toolkit\pdfcreactivex.dll"

This should fix the problem. If it doesn't, you can ignore the error.

Selected PAF Is Empty

What you will see: In NCOA Setup > Account, the Selected PAF drop-down stays empty after you click Refresh PAF List, even though a PAF is installed. This can happen in iMove 3.2.x.

Why it happens: Two components shared by iMove and the NCOA toolkit were conflicting in the iMove folder. This is resolved in iMove 3.3.0.0.

To fix it:

1. Close iMove.
2. Install iMove 3.3.0.0 or later.
3. Open iMove, sign in to iMIS, and open NCOA Setup > Account.
4. Enter your SmartSoft user name and keys, click OK, and then click Refresh PAF List.
5. Confirm that your PAF appears in Selected PAF.

If the list is still empty after upgrading:

• Confirm that the installation finished without errors. If it did not, run the installer again.
• Confirm that the NCOA Toolkit location is correct. See NCOA Toolkit above.
• Confirm that your PAF exists and is enabled in the SmartSoft PAF Management System.

If the problem continues, contact support.

Account Setup Not Valid

Follow the instructions for moving the .bin files in the Upgrading iMove section of this manual.

Actions Menu

Create Backup File

Go to Actions > Create Backup File to save a backup of the data most recently loaded in iMove. The file includes these fields: iMISID, FULL_ADDRESS, NCOA_RESULT, and NCOA_DESCRIPTION.

Delete Backup Table

Go to Actions > Delete Backup Table to delete all rows from the csi_ncoa_BackupData table.

Process Returned NCOA File…

Go to Actions > Process Returned NCOA File… to load an NCOA file that has been returned with processed data.

Mail Returned with "Unable to Forward" Label

What you will see: In csi_ncoa_BackupData, the address record(s) will likely have an IMOVE_RESULT value of "Record is marked as not a move, and these records are excluded in options."

Why it happens: The returned mail was sent to recipients who moved but never filed a change of address with the USPS. The NCOA processor that iMove uses only updates an address when a specific person, family, or business has filed an actual change-of-address form with the USPS within the last 1.5 years.

Still Need Help?

If you have any issues with iMove, please contact support. Tickets are normally answered within 1 to 2 business days of submission.