FAQ

Q: What are your recommendations for backing up my data?

Note: Backup and storage of data is the sole responsibility of the client. These are good faith recommendations only.

What data to backup: We recommend backing up the entire Comnetix or EAS directory. This includes Accident Diagrams and all other Eagle Images. You should also back up the entire DUMP directory.

How to backup: Backups should be made to external devices with policies in place that include keeping at least one backup in a safe place, offsite, at all times.

For example: We recommend the purchase of two (or more) external hard drives that are at least twice the size of the hard drive on your server. A single, complete backup should be made to all backup devices initially, followed by incremental backups daily, conducted by an automatic synch routine or batch file. In order to achieve the most security from this solution, we recommend the backup device be connected to a workstation on the network instead of from the server. We recommend switching out the external backup devices at least every other day, daily being best. Devices that are not actively serving as the current backup device should be stored either in a secure offsite location or onsite in a secure, locked, firebox to ensure at least one device contains the most up-to-date data possible, and is secured in a safe location.

Q: I am getting an error message: “FRM-40010: Cannot read form O:\forms\e2menu” when opening Eagle.

A: Your "O Drive" needs to be remapped.

Follow these steps:
  • To connect a drive from My Computer, click Start, right-click My Computer, and then click Explore. To connect a drive from Windows Explorer, right-click Start, and then click Explore.
  • On the Tools menu, click Map Network Drive.
  • In the Drive box, click drive letter O.
  • In the Folder box, type the UNC path for the server and shared resource in the following format: \\server name\share name. Server name should be the IP address of your Eagle Server Share name depends on your configuration. Most commonly, EAS or Comnetix is your share name.

Note: Contact your IT Department or EAS Support if you have any questions about how to remap a drive.

Q: My Eagle Client was just reinstalled, now I am getting an error: “ORA-12154: TNS: could not resolve service name” when opening Eagle.

A: Your TNS entries need to be updated.

Follow these steps:
  • Click to open your “My Computer” or “Computer” icon and then locate your C: drive (sometimes worded as Local Disk C:\)
  • Go to C:\ORANT\NET80\ADMIN and locate the file TNSNAMES.ORA
  • Open the file.
  • Locate the item that says Eagle.world and alter the (Host = xx.xx.xx.xx) entry to contain the IP address of your Eagle server. example: (Host = 10.10.100.10).

Note: Contact your IT Department or EAS Support if you have any questions about your server's IP address.

Q: My Eagle Password is not working.

A: Eagle passwords are maintained by the client. If you cannot access your account due to an invalid or forgotten password, please see your supervisor or jail administrator to resolve.

Q: What are the requirements for passwords in Eagle?

A: Eagle password requirements are as follows:
  • Up to 8 characters in length.
  • Cannot start with a number.
  • Cannot have ‘%’ or '@' in them (can have ‘#’, ‘$’.)
Note: Eagle Passwords are not case sensitive.

Q: I am getting an error: “Could not reserve record” when I try to update a particular record in Eagle.

A: Follow these steps:
  • Reboot your workstation and try the record again
  • Check to see if anyone else at your agency has this same record open and if so, have them exit it, and try the record again.
Note: *If the above troubleshooting steps do not allow you to save the record.
  • Have all users log out completely out of Eagle
  • Contact EAS Support to have the database checked for the locked record.

Q: We are missing responses on our Livescan machine.

A: Gather the following information: LSTCN (Live Scan TCN), Last Name, Date Printed, and details of any messages received for all missing records and then contact EAS Support.

Q: I have a MAD message on my Livescan machine. What is that?

A: MAD messages are messages from GCIC. Please ensure that all individuals involved with the fingerprinting process read them fully.

Q: The Livescan machine is not showing the most recent statute codes.

A: In most cases, statute codes are updated automatically. If you know that your machine is not up to date, reboot the system. This will force the update program to run and should resolve your issue. If you feel you are still missing the most recent information, contact EAS support with the charge name and code section.

Q: The Livescan fingerprint scanner is not accepting fingerprints

A: If the scanner lights are on but fingerprints are not being accepted, power off the scanner, unplug the scanner from the wall, and shut down the computer. Wait 10 to 15 minutes and then power everything back up in this exact order (plug scanner back into wall, power the scanner back up, turn computer back on). Retry collecting prints. If the issue is not resolved, contact EAS Support.