Support FAQs

Below you’ll find a list of the most common questions we hear from our clients, and their solutions. Click a category and select your question from the sub-categories.

Barcode Printers
Backup

Regular backups of your data are very important to prevent data loss due to computer malfunction and error. The default Freezerworks data file is named Freezerworks.4DD (Windows) or Freezerworks.data (Macintosh). The default Freezerworks Unlimited data file is named FreezerworksUL*.4DD (Windows) or FreezerworksUL*.data (Macintosh). Datafiles can be renamed, but will always have the .4dd extension.

There may be data segment files attached to your data file as well.* Data segments have a “.4DS” extension (e.g., Freezerworks.4ds, FreezerworksUL4.4ds). Include these in your backup as well. For a standalone installation, the data file will be located in the folder in which you installed the Freezerworks program. For a client/server installation, the data file will be located on the server in a subfolder of the folder in which you installed the Freezerworks Server program.

If you need to restore the entire program:

  1. Contact Dataworks to make certain you have the current release version. You cannot run a datafile on an older version than the one that last accessed it. This will corrupt the data file.
  2. Restore the backup data file to the folder where Freezerworks resides.

Automated Backup program available for Client/Server:

Client/Server users have access to an automated backup program, which can be set to create regularly scheduled backups, as well as keep a log file to monitor all changes made to the data file between backups. Consult your Freezerworks System Administrator’s Guide for help in setting up automated backups.

* Freezerworks Unlimited versions 5 and above do not use data segments. Both Windows and Macintosh data files are named FreezerworksUL5.4dd.

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Configuring Freezerworks

(Freezerworks Unlimited versions 5.0.08 and later)

The Field Type option for a user-defined field cannot be changed after the field has been saved. It is important to know ahead of time what kind of data you would like to enter into a field. In order to change the Field Type you must delete the field and create a new one. There are two ways to go about this:

If you have NOT used the field to enter any data- You can simply highlight the field and select the Delete button. If you have any questions about whether or not a field has data stored in it, contact our Support department for assistance.

  1. If you have entered data into the field- You will more than likely want to move that data into another field before deleting it (otherwise all of the data will be lost). You can accomplish this by using the import and export functions within Freezerworks. Export the information out of the original field along with a unique identifier and import it back into the newly created field (using the unique identifier to match up the data with the correct records).

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Connectivity/Integration

Server software is much more robust than standalone software. There are protections built into the underlying engine that allow simultaneous access to the data file, ensuring that all data changes are written correctly. More importantly, the server software gracefully responds to disconnections from the client. This ensures that if a workstation temporarily loses its connection to the server, the data file remains open and is saved without corruption when the server software properly shuts down.

When running the standalone software over a network, a temporary loss of that connection will close the software without properly saving data. This can result in corruption of the data file.

Freezerworks offers the following tools for integration with other programs/databases. For more information, see http://www.freezerworks.com/index.php/web-services-integration

Integration Reference Chart

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Customizing Freezerworks

Yes. Customization of Freezerworks can be an affordable alternative to a totally custom built application.

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Data File

After moving, Freezerworks will not be able to locate the data file. The program will display an “Open” or “No data file was found” dialog. Locate the data file and click Open.

Freezerworks Basic v6.0

Windows: The data files will have “.4dd” and “.4dr” extensions. In addition, server versions could have one or more “.4ds” data segment files.

Macintosh: The data files will have a “.data” extension. In addition, server versions could have one or more “.d” data segment files.

Freezerworks Unlimited v5.0

Windows and Macintosh: The data and program files will have “.4dd”, “.4dindx”, “.4dc”, “.4dindy”, and “.match” extensions.

Demo ContentFreezerworks may be pointing to the wrong data file. Hold down the Alt key (Windows) or Option key (Macintosh) while starting Freezerworks. This launches the Select Data File dialog box. Search for the backup copy of the data file.

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Error Messages

In Windows XP, you must enable the Security Tab display for folders. The security tab is not visible by default. To do this, Log in as the Administrator. Select Control Panel-Folder Options, and click on the View tab. Under Advanced Settings, deselect the “Use Simple File Sharing” option. Click OK. As Administrator, the security tab is now available for the folders. Right-click the Windows4D folder, and select Properties. Click on the Security tab. Check the “Allow” box for Full Control for the appropriate user(s). Click OK. The client will now be able to connect to the server without error.

In Windows XP, you must enable the Security Tab display for folders. The security tab is not visible by default. To do this, Log in as the Administrator. Select Control Panel-Folder Options, and click on the View tab. Under Advanced Settings, deselect the “Use Simple File Sharing” option. Click OK. As Administrator, the security tab is now available for the folders. Right-click the Windows4D folder, and select Properties. Click on the Security tab. Check the “Allow” box for Full Control for the appropriate user(s). Click OK. The client will now be able to connect to the server without error.

In Windows XP, you must enable the Security Tab display for folders. The security tab is not visible by default. To do this, Log in as the Administrator. Select Control Panel-Folder Options, and click on the View tab. Under Advanced Settings, deselect the “Use Simple File Sharing” option. Click OK. As Administrator, the security tab is now available for the folders. Right-click the Windows4D folder, and select Properties. Click on the Security tab. Check the “Allow” box for Full Control for the appropriate user(s). Click OK. The client will now be able to connect to the server without error.

No more room to save the record or Segment is locked

1. Make sure the Read-Only attribute is not selected on the data file (.4dd, or .data on Mac) or program file (.4dc). This can happen if a CD-RW is used to copy Freezerworks from one machine to another. The Read-Only attribute is set by the CD copy software when the files are placed on the CD-RW, and are retained by Windows when the file is copied back to the computer.

2. Are you connecting to the correct data file? If you have two distinct copies of Freezerworks installed, sometimes both copies are connected to the same data file. Freezerworks will prevent data being saved by the second copy to ensure data integrity.

3. Check Permissions:

When installing Freezerworks, the Administrator must set the Freezerworks folder’s security to Full Control for all users.

To set folder permissions in XP:

  1. In the Control Panel, go to Folder Options.
  2. Switch to the “View” tab. Scroll to the bottom, and turn OFF the setting “Use simple file sharing”. Click OK and close the Control Panel.
  3. Right-click the Start menu and select Explore. Open the Program Files folder.
  4. Right-click the Freezerworks folder, select Sharing and Security and switch to the “Security” tab.
  5. Highlight the appropriate Group or User Name(s), and turn on Full Control by placing a checkmark in the Allow box. This permission level will allow the users to save data in Freezerworks.

4. Make sure there is enough RAM available to run Freezerworks (see System Requirements for specific version information).

5. If you are running a Log File (4D Backup) and the volume on which the Log File lives is full, this error may occur. If you store the Data File and Log File on separate volumes (good practice), there may be plenty of room to save the record in the Data File, but not enough space to add to the Log File.

6. Reboot the computer running the Freezerworks program. This will reset the memory allocation table.

This indicates a serious problem with the data file. Contact Dataworks immediately if this error occurs. 4D Tools is a diagnostic tool that can repair freezerworks data files. Dataworks will assist in use of this tool and wishes to be alerted if you receive this message periodically – this may indicate a hardware problem.

The plug-in method cannot be executed.
A program that links externally into Freezerworks to run certain options is not being located in the Win4dx or Mac4dx folder. Freezerworks is still accessible, but the option controlled by the plug-in will not work.
Contact Dataworks to get a copy of the missing plug-in.

This occurs when the label printer’s Windows printer driver has been installed with the same COM port Freezerworks uses. Because Freezerworks does not use the printer driver, this creates a conflict that causes the error. The problem is resolved by removing the printer driver, disabling and re-enabling the COM port.
It is important to note that when this error occurs, any data recently stored in Freezerworks after logging into the system and receiving this error may be lost. This is because the data is still residing in the memory cache and has not yet been written to the hard drive. It is important to follow the procedure to disable and re-enable the COM port anytime after you use the label printer driver and before using the Freezerworks bar code label system.

This indicates a potentially serious error. Normally, it indicates that Freezerworks incorrectly wants to assign a unique, internal identifier to two records. In order to prevent data corruption, the program displays this error message. Contact Dataworks immediately if this error occurs.

Make sure the Read-Only attribute is not selected on the data file (.4dd, or .data on Mac) or program file (.4dc). This can happen if a CD-RW is used to copy Freezerworks from one machine to another. The Read-Only attribute is set by the CD copy software when the files are placed on the CD-RW, and are retained by Windows when the file is copied back to the computer.
Are you connecting to the correct data file? If you have two distinct copies of Freezerworks installed, sometimes both copies are connected to the same data file. Freezerworks will prevent data being saved by the second copy to ensure data integrity.
Make sure there is enough RAM available to run Freezerworks (see System Requirements for specific version information).
If you are running a Log File (4D Backup) and the volume on which the Log File lives is full, this error may occur. If you store the Data File and Log File on separate volumes (good practice), there may be plenty of room to save the record in the Data File, but not enough space to add to the Log File.
Reboot the computer running the Freezerworks program. This will reset the memory allocation table.

You may see this error when launching Freezerworks Client. To prevent this, delete the *.res and *.rex files in the C:Windows4DFreezerworks*.* folder. These resource files will be created the next time the client workstation connects to the Freezerworks server.

This indicates a network connection problem. Verify that Freezerworks Server is running and connected to the correct Freezerworks database. If Freezerworks Server is running, these errors indicate there is a problem occuring at a “low level” on your network. To troubleshoot these types of problems, it is recommended that you focus on networking issues such as networking hardware including network cards, cables, software drivers, and printers.

You may see this error when launching Freezerworks Server. It usually indicates a printer is not installed on the server. Verify that a default printer is assigned to the Account used to log into the server PC. It is not necessary to have a printer attached to the server; Freezerworks Server only requires a printer in the Printers folder.

The plug-in method cannot be executed.
A program that links externally into Freezerworks to run certain options is not being located in the Win4dx or Mac4dx folder, or in the Plugins folder in Freezerworks Unlimited version 3.1. Freezerworks is still accessible, but the option controlled by the plug-in will not work.
Contact Dataworks to get a copy of the missing plug-in.

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Importing Data

There are a few different reasons this error message would be given. Make sure:

  • The fields in your import format are correct, and that they are in the correct order.
  • The number of characters you are trying to import into a field is not more than the maximum number of characters allowed in that field.
  • You have the proper Record and Field delimiters selected in your Import Format.

The following are the most common delimiter settings. You may need to adjust the settings based on the source of your data file.

Mac OS: Field delimiter=Tab, Record delimiter=Return.

Windows OS: Field delimiter=Comma (except when there are commas in the data, then use Tab), Record delimiter=ReturnNew Line.

For best importing results, save the file in the operating system running Freezerworks. For example, if you create an import file using Excel in Macintosh, and want to import it into Freezerworks running in Windows, open and save it in your copy of Excel in Windows. Save it as a text file (with a CSV or TXT extension).

To save Excel spreadsheets as Tab delimited while using Mac OS select “Windows Formatted Text (.txt)” not “Tab Delimited Text (.txt)”. The import may not work properly if the file is saved as “Tab Delimited Text (.txt)”.

Freezerworks will require a unique identifier to be included in the import in order to select which aliquots are to be updated. Freezerworks will accept:

  • The Unique Aliquot ID (system generated unique number for each aliquot)
  • A unique User Defined Field (must have the unique property selected)
  • Aliquot Number combined with a unique sample level field.

Select the appropriate Modify option at the Import Type page (e.g., “Aliquots”, “Samples with Aliquots”). At the Fields page, indicate your unique aliquot identifier field at the Select the field(s) used to uniquely identify each aliquot box.

Verify that you have configured a default printer. Freezerworks will close if it cannot locate a default printer for printing error reports.

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Installation

When starting Freezerworks or Freezerworks Unlimited for the first time after installation, the program flashes on the screen and then quits.

When starting Freezerworks or Freezerworks Unlimited for the first time after installation, you may notice that the program flashes on the screen and then quits. This is an indication that you may need to add it as an allowed program in Data Execution Prevention (DEP).

Data Execution Prevention (DEP) is a security feature in Windows XP (Service Pack 2) and Windows 2003 Server (Service Pack 1). See Microsoft’s Knowledge Base Article 875352 for more information.

To add Freezerworks as an allowed program, follow these steps:

  1. Go to the System Properties:
    1. Right-click on the My Computer icon and select “Properties”, or
    2. Start-Run, type sysdm.cpl, and click OK
  2. Click the “Advanced” tab.
  3. In the “Performance” section, click Settings.
  4. Click the “Data Execution Prevention” tab.
  5. Select the radio button for “Turn on DEP for all programs and services except those I elect”.
  6. Click the “Add” button.
  7. Browse to the folder where Freezerworks is installed, and select the executable file (Freezerworks*.exe).
  8. Click Open, and click OK twice.
  9. Restart the computer for this change to take effect.
  10. Start Freezerworks.

Freezerworks Basic and Freezerworks Unlimited are both compatible with Macintosh Leopard 10.5.1

Neither Freezerworks Basic nor Freezerworks Unlimited are compatible with Mac OSX Lion (10.7) at this time.

Our knowledgeable account managers will help you find a Freezerworks edition that suits your organization’s needs. Contact us here.

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Networking

In most cases, this error indicates that Freezerworks Server is not running. Check the server to see if Freezerworks Server application or service is running.

If the client is being used for the first time you may need to specify the IP Address and port number for the Freezerworks Server.

Close the client application.
Double-click the client icon and hold the ALT key.
Switch to the Custom tab on the resulting window.

-Database Name-Anything can be entered here. This is simply a label for the connection.

-Network Address-Enter the IP Address of the server followed by a colon and the port number for Freezerworks. The default port number is 19813 (xxx.xxx.xxx:19813).

Freezerworks 2017 server must be installed on Windows, but Freezerworks clients can be installed on either Windows or Macintosh. A client workstation just needs to be able to “see” the server using a network protocol.

Yes, a desktop computer can be used as a server. However, it must be used strictly as a server, and not as a workstation, as that will very likely slow down program access unacceptably.

Freezerworks Basic and Freezerworks Unlimited Server broadcast from Port 19813. This port must be open in firewalls so that users may connect via the Freezerworks Client software.

Freezerworks Unlimited Version 5.0.01 and later also uses ports 19812 and 19814.

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Performance

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Quality Assurance

Freezerworks and Freezerworks Unlimited have the following features that will ensure compliance when used properly:

  1. A login and password system that forces users to enter a name and valid password to continue.
  2. An audit trail that is read only and cannot be accessed, entered, or manipulated by any user. For every data entry field that is modified a record is created that stores the name of the user making the change, the field, the previous field entry, the new field entry, and the time and date the entry was changed. Any tampering of the data, accidental or deliberate, is monitored by the system’s automatic and fully secured audit trail, indicating who made a change and when.

Freezerworks is written and tested in according to FDA regulations and guidance documents, including GMP Quality System Regulation (21 CFR Part 820), Electronic Records – Scope and Application (21 CFR Part 11), and General Principles of Software Validation (FDA Final Guidance for Industry). Click here for ore information.

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Reports

Freezerworks Unlimited and Freezerworks Basic both include several pre-defined reports as well as the option to create User Defined Reports. The User Defined Reports can be configured to your specific needs and can include any of the data you have stored in Freezerworks. For more information consult the User’s Manual, watch our training videos on reports, or contact our support staff.

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Release Notes

You can read our release notes on our Release Notes page.

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Scanners

It beeps as if it will, but does not enter anything into

Turn off the computer. Reattach the scanner and try again. If the scanner is still not working, consult the Quick Start Guide that shipped with the scanner. There will be a barcode that can be scanned to reset default settings.

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Tech Tip Archive

Perform small, practice imports before importing hundreds of records.

When you are perfecting an import file using Excel to work with an import format, be sure you save the file. If you change an Excel file, but don’t save it, the unsaved file will be the one that is imported.

When testing an import file, copy a small portion of it (a few rows) to a new file. The test file will import faster, and you will be able to locate problems faster than if you import the entire file.

As you are testing a format, don’t use “Add to List” for importing fields with drop down lists until you are certain the import format is importing that field properly. Otherwise, you may end up with a lot of bad entries in your library for that field that you will have to delete, one at a time.

The import file must be in a text format (comma or tab delimited); it cannot be an application-specific file. For example, do not import files in the traditional Excel “.xls” format. Select File-Save As, and choose “.csv” (comma delimited) or “.txt” (tab delimited) from the “Save as type” dropdown prior to importing. Choose “.txt” when importing data that already contains commas, such as a notes field containing text or a field such as “Last Name, First Name”.

All fields in the import file must also exist in Freezerworks prior to import.

Field lengths in the import file must be less than or equal to the destination field in Freezerworks.

Field types must match the destination field (alphanumeric (e.g., a b c & @ # + ) data will not import into a numeric field).

Numbers imported into the Internal Bar Code ID field must be unique.

Date and time formats must be taken into account. Your import file may contain dates and times that are formatted differently from the computer’s system date and time. Indicate these formats on the Properties tab of the Import format. Freezerworks will convert the dates and/or times into the system format.

Note: The import file cannot contain multiple date and/or time formats. Convert all dates and times to one format before importing.

When scanning barcodes to enter data in Freezerworks, have you ever noticed strange or extraneous characters such as “=”, “|”, or “¨”?  Do you ever have difficulties searching for data that was scanned into Freezerworks?  These issues may be related to barcode formats such as ISBT or Codabar that contain control or start/stop characters, or may result from the scanner itself inserting a or other character after the scanned barcode.

To search for scanned data:

In any search dialog, use the “contains” comparison rather than “is equal to”.

For example, if a Codabar barcode such as D1234567 was scanned into Freezerworks but you were not aware that the “D” existed, then searching for “Barcode is equal to 1234567” would not produce any results.  Instead, use “Barcode contains 1234567” to locate the record.

Similarly, a or other character may not even be visible after scanning a barcode.  If you scanned such a barcode into Notepad, you might notice 12345¨, but you would never see the “¨” in Freezerworks.  Again, search the field using “contains 12345” to locate this record.

To parse scanned data in Freezerworks Unlimited:

Create a Calculated Field that will parse out the unwanted characters.

Create a User Defined Field to accept the scanned barcode (i.e., ISBT Barcode scans in as =W123456789012).
Create another User Defined Field and enable the “Calculated Field” property (i.e., ISBT Parsed should display 123456789012).
In the User Defined Field for ISBT Parsed, switch to the Calculated Fields tab to define how the data should be parsed.

  1. Double-click “Parse” in the Operators column.
  2. Select “ISBT Barcode” from the Field list.
  3. Enter Starting Position as “3” and Number of   Characters as “12”. This will remove the first two characters from the scanned ISBT Barcode.
  4. Place both the ISBT Barcode and ISBT Parsed fields onto your Samples Entry format.
  5. Scan the ISBT Barcode into the ISBT Barcode field, and when you leave the field, ISBT Parsed removes the first two characters.

To parse data while scanning:

Some scanners can be programmed to remove unwanted characters when scanning a barcode.  This involves locating a Programmer’s Guide for the specific scanner model, and programming a rule.  The rule will parse the unwanted characters during the scan, and then only the wanted characters would appear in Freezerworks.  Dataworks has some experience doing this with the Symbol scanners.  Be sure your institution’s QA procedures allow for adjusting your scanner in this manner.

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