Equinox FAQ

LINCOLN ENGINEERING SERVICES

Equinox Caller ID Software - FAQ

How do I install Equinox?
If you have downloaded Equinox, unzip all the contents to a temporary folder. You may then copy the folder to a CD or simply double click 'Setup.exe' and follow the installation guide or view the installation video. You can delete the contents of the temporary folder when you have finished.

Will Equinox run on Microsoft Vista and Windows 7/8?
Versions prior to V316 will not run correctly on Microsoft Vista or Windows 7/8. To run Equinox on Microsoft Vista or Windows 7/8, upgrade to Version 316.

How do I purchase Equinox?
Click here to purchase Version 316. we will send you a PayPal invoice you can pay with your credit card. You do not need a PayPal account.
When we have received your payment we will Email you your software or download instructions.
Please keep your software safe, an administration charge of £20.00 will be required to send you a copy. We can only supply copies of V316.
To qualify for the upgrade price to V316 you must be a registered user of Equinox V315 for the same hardware configuration.

How do I register Equinox?
Select 'Help/About Equinox' from the menu bar. Click the 'Register' button. When asked if you have a registration number click 'No'. Enter your details in the registration form and Email it to the address shown.
We will Email you your registration details and instructions.
Please keep your registration info safe, an administration charge of £15.00 will be required for reissue.

Will my registration number from a previous version of Equinox work?
No. All versions require a unique registration number.

I have re-installed Equinox and it will not accept my registration details. What should I do?
If Equinox will not accept your registration number you have incorrectly entered one or more of your registration details.
When re-installing Equinox you must use the original registration details for the installed Version. Ensure you have re-installed the Version that matches your registration, enter your User Name (Case sensitive) and Hardware Serial Number exactly as in your original registration.
If you find you have made a mistake, do the following.
Close Equinox if it is running.
Uninstall Equinox: - Open 'Control Panel'. Select 'Add/Remove Programs', select Equinox from the list, click the 'Change/Remove' button.
Re-install Equinox from your CD or temporary folder.
Enter your User Name (Case sensitive) and Hardware Serial Number exactly as in your original registration.

I have lost my registration details, how do I obtain a replacement?
If you are unregistered or have upgraded to a later version or changed your hardware you need to purchase Equinox. Please see our purchase page for prices.
If you are a registered user and have misplaced your details we can supply your original registration info from our Database.
Select 'Help/About Equinox' from the menu bar. Click the 'Register' button. When asked if you have a registration number click 'No'. Enter your details in the form and Email it to the address shown.
We will send you instructions how to pay the administration charge of £15.00.
When we have received your payment we will Email you your registration details and instructions.
Please note, we cannot register or support versions prior to V316. If you have an earlier version you should purchase an upgrade.

How do I upgrade from an earlier version?
Open 'Control Panel'. Select 'Add/Remove Programs', select Equinox from the list, click the 'Change/Remove' button.
Your data files and recordings from the existing version will not be deleted. If you want to continue to use these files, install the new version to the same folder (usually Equinox3).
All version upgrades are chargeable.
To qualify for the upgrade price to V316 you must be a registered user of Equinox V315 for the same hardware configuration.
If you are applying a service patch for the same version you will not need to re-register.
'Version Service Patches' are free of charge.

I have installed Equinox on a new PC, can I use my files from my old PC?
Yes. Install Equinox to your new machine and run through the initial setup routine.
To use your existing data copy all the Subfolders in 'C:/Program Files/Equinox3' from your old machine and overwrite the ones in the Equinox3 folder on your new machine. Do not copy the Files from the Equinox3 folder.

After installation Equinox repeatedly enters Setup. How can I fix this?
This problem is usually caused because you have not followed the installation guide correctly. See Installing Equinox.pdf located in your zip or view the installation video.
With Vista and Windows 7 it is imperative that you install correctly otherwise you will have all sorts of problems because of the Windows UAC (User Account Control), amongst other things it will prevent Equinox recognising the setup procedure correctly.
Equinox requires 'Admin privileges' otherwise it will be prevented from updating its own setup files correctly.

Method 1. When the installer has finished, before you run Equinox, go to 'Start/Programs/Equinox'.
Vista/Win7/Win8 users: Right click the Equinox icon, select properties. Click Advanced. Check the box ‘Run as Administrator’. Click OK. Click Apply. Click OK.
All users: Click ‘Equinox’. Equinox Setup will start.

Method 2. If you have already installed Equinox then:
Close Equinox. Right click the Equinox icon in the Start menu, select properties. Click Advanced. Check the box ‘Run as Administrator’. Click OK. Click Apply. Click OK.
Start Equinox. Run through setup one more time but this time at the end it should be able to update itself correctly and will not show Setup the next time it starts.

Method 3. Alternatively you can turn off UAC (User Account Control) on your machine.

How do I connect to a Microsoft Access Database?
Go to Main Setup and select the 'Ms Access' button. Press 'F1' for further help. Note: Equinox can only accept Databases in '.mdb' format.

How do I connect to Microsoft Outlook?
Go to Main Setup and select the 'Outlook' button.

I don't have a spare serial port, how do I connect my hardware?
Use a USB to Serial port adaptor or RS232 Expansion card.

I want to record my telephone conversations, which hardware do I need?
Only Meteor+ and Pegasus+ support conversation recording.

What do the Red and Green LED's on my Meteor hardware show?
Both LED's are off when Equinox is not running.
When Equinox is running the Red LED is on steady when the Telephone line is idle and flashes when it is in use.
The Green LED flashes only when data is being sent to the PC.

I have a problem I cannot resolve, how do I get help?
Free limited technical support is available via Email.
Ensure you search Equinox Help (F1), read the Installation guide and check these pages before submitting a request.

Support Request
A support request must include:
1. Your Name:
2. Company: (If applicable)
4. Equinox Version:
5. Hardware Serial Number(s):
6. Number of installations: (If Networked)
7. Windows Operating System:
8. A full description of the problem giving as much detail as possible:
If the above information is not provided we will be unable to answer your query.

I sent an Email query but have not received a reply. Why is this?
If you are outside our free support period or have not included all the requested information, or the answer to your query can be found in these pages, in 'Equinox Help', or in the 'Installation Guide', it is unlikely that we can give you further help.
For security reasons we can only accept Email in plain text or HTML. If your Email is encoded/encrypted in any other way it will not be opened.

Service Patches:
No software is without bugs. Version service patches will be release as required. Please see our purchase page.

Can I get a refund on Equinox software?
Once you have been sent download instructions or we have posted the software to you, refunds cannot be given.