Direct Support from Isilo?

[rbl]

I have an issue with Isilo for Windows that I have been unable to solve using the manual, the FAQs, or the forums. How do I contact the Isilo folks directly for support by email, phone, or live chat?

[iSilo]

The forum is the best place to get direct support as we monitor it throughout the day on a daily basis. However, if you have an issue that can not be discussed in public, you can contact us at http://www.iSilo.com/img/email.jpg.

[rbl]

Okay, I have Isilo version 5.03 for my Palm TX and version 5.03 for Windows XP. The version for my Palm TX seems to work fine, but the version for Windows has a problem with the annotation feature. The Windows version does not remember the association between the Isilo *.pdb file and the Isilo *. isa file. After I close and save the Windows version of the pdb/isa pair, I open the Windows program back up again and discover that the Windows version cannot find the corresponding *.isa file. Is this a bug in the program or am I doing something wrong?

Also, how would I transfer an Isilo document, including its annotation file, back and forth between my Isilo for Palm and my Isilo for Windows? I'm not planning to try this yet until I receive an answer to my first question.

Thanks

[iSilo]

Okay, I have Isilo version 5.03 for my Palm TX and version 5.03 for Windows XP. The version for my Palm TX seems to work fine, but the version for Windows has a problem with the annotation feature. The Windows version does not remember the association between the Isilo *.pdb file and the Isilo *. isa file. After I close and save the Windows version of the pdb/isa pair, I open the Windows program back up again and discover that the Windows version cannot find the corresponding *.isa file. Is this a bug in the program or am I doing something wrong?It may be a problem with corrupt settings files. Go to "C:\Documents and Settings\[Your user name here]\Application Data\iSilo\iSilo\Settings" and see if there are any files that are named similar to the document's file name and delete them, then try again.

Also, how would I transfer an Isilo document, including its annotation file, back and forth between my Isilo for Palm and my Isilo for Windows? I'm not planning to try this yet until I receive an answer to my first question.You would copy the .isa file between the Palm and Windows. In iSilo on both Palm OS and Windows, if you want to associate an existing annotations file with a document, then with the document open, go to Edit/Annotation Settings/Select File.

[rbl]

Thanks for the very quick reply. I will give your suggestions a try and let you know how it goes.

[rbl]

Tried your answer to my first question, but it didn't work. Isilo for Windows can't find/can't remember the associated isa files. When I go to edit>annotation settings>select file and then put in the correct location for the file, it will pull up previously highlighted text. However, as soon as I close Isilo for Windows and then reopen the program and bring up the document, it no longer has the highlighting. When I go back to edit>annotation settings>select file, the prefilled isa file and path are rearranged (see attached print screen). I've gone back and repeated your previous instructions and even uninstalled/reinstalled Isilo for Windows. All to no avail.

[iSilo]

We have reproduced the problem and need some time to investigate it. We will get back to you when we know more.

[iSilo]

We have found that the problem occurs when the full path to the annotations file is greater than 64 characters. We will fix the issue in the next update.

The workaround in the meantime is to make sure that the length of the path including the file name and extension of the .isa file is no longer than 64 characters.

In the case of your example, you had the .isa file at the path "C:\Documents and Settings\default\My Documents\ISILO Docs\Dutch_Courage_a-iSilo3.isa", which is 84 characters. You can work around the issue by shortening the .isa file name to two characters, such as "DC". The full path in this case would be "C:\Documents and Settings\default\My Documents\ISILO Docs\DC.isa", which is 64 characters long.

[rbl]

Thanks again for the quick response! I will try this out as soon as I can get back to my PC.

[rbl]

Looks like you nailed it! I deleted the old isa annotation file and changed the file name of the main file to DC.pdb. I reapplied the highlights and then saved and closed Windows Isilo. Restarted Windows Isilo and opened up DC.pdb, this time it did retain the highlighting and created a new annotation file named DC.isa. Thanks for the workaround. Looking forward to the next update. :)