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Installation Issues

  1. Am I able to run CompanionLink from two locations?
  2. Am I eligible for the free upgrade to CompanionLink/DoubleLook/DoubleNotes version 2.0?
  3. Am I eligible for the free upgrade to CompanionLink/DoubleLook/DoubleNotes version 3.0?
  4. Can I install CompanionLink/DoubleLook/DoubleNotes on a network?
  5. Do I need to fill in my company name?
  6. How do I install CompanionLink/DoubleLook/DoubleNotes on Windows Vista?
  7. How do I know CompanionLink/DoubleLook/DoubleNotes has finished installing?
  8. How do I start CompanionLink?
  9. How do I uninstall CompanionLink/DoubleLook/DoubleNotes?
  10. How do I update to a newer version of CompanionLink/DoubleLook/DoubleNotes?
  11. I can't download the efill.
  12. I entered my keycode and now it has disappeared.
  13. I need to get CompanionLink/DoubleLook/DoubleNotes back on my computer.
  14. I upgraded my software, and my CompanionLink turned into an evaluation version.
  15. My install just stalls. It never finishes installing.
  16. What other software must be installed for CompanionLink/DoubleLook/DoubleNotes to work?
  17. Where do I find the CompanionLink/DoubleLook/DoubleNotes version information?
  18. Where do I find the files to download to install or update CompanionLink/DoubleLook/DoubleNotes?
  19. Where does CompanionLink/DoubleLook/DoubleNotes install?
  20. I'm getting an error message.
    1. 16-bit Windows subsystem error.
    2. "Cannot open file" or "Not a valid Win32 application"
    3. "Cannot read from disk"
    4. Error code 1316
    5. General file transfer error

Where does CompanionLink/DoubleLook/DoubleNotes install?
These programs install to the following folders by default:

  • Program Files: c:\Program Files\CompanionLink
  • Settings:
    • Windows 95/98/Me: c:\Program Files\[CLAppName]
    • Windows 2000/NT/XP: c:\Documents and Settings\[Windows username]\Application Data\CompanionLink\[CLAppName]
    • Windows Vista: c:\Users\[Windows username]\AppData\Roaming\CompanionLink\[CLAppName]
Example: c:\Documents and Settings\JDoe\Application Data\CompanionLink\DoubleLook


It is recommended that the program be installed to the default location. You cannot install CompanionLink, DoubleLook or DoubleNotes on a network drive. Doing so will give you an error message.

Because the settings files are typically stored in a different folder, uninstalling the program will not remove the settings (unless you are using Windows 95, Windows 98 or Windows Me).


Received a "Cannot open file" or "not a Win32 file" error message for the install.
The download program was corrupted or did not finish downloading. Simply download from the website and try again. Please make sure to save the file to your hard drive and run the download from that file rather than choosing the Open option in the download. If the same problem recurs, please contact our Technical Support department.


Received a "Cannot read from disk" error message.
This error indicates a problem with files contained on the installation disk(s). You may download and install the evaluation version of CompanionLink/DoubleLook/DoubleNotes from our download page and then contact our Sales department for a keycode to register this, or you can try copying the files from the installation disk(s)to a temporary folder on your hard drive and install the program from your hard drive.

If downloading the program from our website is not an option, please contact our Sales department and arrange for another set of disks to be shipped. The most recent version of CompanionLink is now available on CD-ROM.


Error code 1316
This is a common error. To correct this, you would want to uninstall CompanionLink, then delete the leftover program folder (typically c:\Program Files\CompanionLink) if this is still present, then retry the installation.


How do I install CompanionLink/DoubleLook/DoubleNotes on Windows Vista?
Save the installation file to your computer, then right-click the installation file and choose Run As Administrator.


How do I know CompanionLink/DoubleLook/DoubleNotes has finished installing?
Near the end of the installation, a folder will open with the program icons which have been added to your Start menu. Minimize this window or close it, then return to the setup program and click on the Finish button. The installation process will then close, and you may configure the program. Do not configure the program if you are unable to finish the installation.


How do I start CompanionLink?
CompanionLink may be launched through by clicking on the Start menu, then choosing Programs, CompanionLink and CompanionLink Setup or by double clicking the CompanionLink Setup shortcut on the desktop. The CompanionLink Setup program allows you to configure the program, make changes to settings or mapping information, access the Category Manager and view the Help files.

If you are synchronizing with a handheld type of Outlook, Palm Desktop or with a Pocket PC through Outlook, you may begin synchronization by clicking on the Synchronize button from the main screen, or by using the CompanionLink Synchronize shortcut. If you are not using one of these, and are instead synchronizing a Palm or synchronizing a Pocket PC directly to your contact manager, then you should NOT use the CompanionLink Synchronize option.


I entered my keycode and now it has disappeared.
The keycode disappears once it has been entered. After you enter the keycode, a prompt that says, 'Now configured as CompanionLink Express/Professional / DoubleLook / DoubleNotes', will be displayed. You will need to exit CompanionLink/DoubleLook/DoubleNotes and reopen the program in order to see this change happen. Until you do so, the program will still display the Register option, even though you have registered it.

You can confirm the version of CompanionLink by the title on the main CompanionLink window, or by clicking on the File menu in CompanionLink Setup and then the first line. This will show you exactly which version you have.

Your keycode is only good for that particular computer, and will change if you change computers or reformat the computer. It will also change if you upgrade your CompanionLink version from 1.3 to 2.0. New keycodes may be obtained by using the Keycode Request Form.


What other software must be installed for CompanionLink/DoubleLook/DoubleNotes to work?

  • For Palm OS devices (such as Palm, HandSpring, Sony, Kyocera), you must install Palm Desktop.
  • For Windows CE/Pocket PC/Windows Mobile devices (such as IPAQ, Toshiba, Jornada), you must install Microsoft ActiveSync. This program should come on a CD with your handheld.
  • For DoubleLook, you must have Microsoft Outlook installed.
  • For DoubleNotes, you must have Lotus Notes installed.


Am I able to run CompanionLink from two locations?
We do not recommend synchronizing a handheld in multiple locations. CompanionLink is designed to function in a single user environment with a single user synching one handheld on a single computer. (CompanionLink Professional can sync up to three handhelds on the same computer, depending on handheld.) Trying to sync a handheld on multiple computers or multiple handhelds on one computer may cause duplications, data loss, or data not to synchronize.

If you are synching direct, then you cannot synchronize your handheld on any other computer. Doing so will cause problems.

However, if you have CompanionLink Professional, version 2.0 or higher, a multi-user function is available. This enables you to synchronize multiple configurations on one computer. Please see What Is The User Profile Screen? for more information.


How do I update to a newer version of CompanionLink / DoubleLook / DoubleNotes?
Once CompanionLink, DoubleLook or DoubleNotes has been registered, updates may be downloaded from the website at any time. New versions of these programs are released periodically and may contain enhanced features or bug fixes. In order to update the program, first exit the program so that it is no longer running. If you are synching direct, please also disconnect your handheld. Then download the evaluation version from our download page and install this over the top of the existing version. Once the upgrade has been installed, open the program and double check the configuration to make sure your settings have not changed. Some configuration options may be changed, added or removed.

If you are updating to the same version of CompanionLink Express or Professional, or to any version of DoubleLook/DoubleNotes, your program will NOT be reverted to an evaluation copy. If you are updating from version 1.3 to version 2.0 of CompanionLink or if you are updating from the Sage version of our software, then your program will be reverted to evaluation. You will need to obtain a new keycode from our Sales department.


Am I eligible for the free upgrade to CompanionLink/DoubleLook/DoubleNotes version 2.0?
Registered users of CompanionLink who purchased CompanionLink 1.3 after October of 2002 are eligible to upgrade for free to CompanionLink version 2.0. You will need a new keycode for CompanionLink version 2.0. You may obtain this by using the Keycode Request Form.

All registered users of DoubleLook 1.3 and DoubleNotes 1.3 are eligible to upgrade to DoubleLook/DoubleNotes 2.0 for free.


Am I eligible for the free upgrade to CompanionLink/DoubleLook/DoubleNotes version 3.0?
Registered users of CompanionLink/DoubleLook/DoubleNotes 2.0 are eligible to upgrade for free to CompanionLink version 3.0. If you need a new keycode for CompanionLink version 3.0, you may obtain this by using the Keycode Request Form.


Can I install CompanionLink/DoubleLook/DoubleNotes on a network?
CompanionLink must be installed on a local computer. This must be the same computer that the handheld is synched on. CompanionLink can only be used under one Windows username. If you have multiple users on your Windows system, CompanionLink will only work with one of these.

We recommend using DoubleLook and DoubleNotes on a local computer. This is because local files generally cannot be accessed through the network. However, if you are interested in network functionality, you may contact our Sales department via email at sales@companionlink.com or toll-free at 1-800-386-1623.

CompanionLink, DoubleLook and DoubleNotes can all access contact manager databases that are stored on a network.


Do I need to fill in my company name?
The installation process will ask you to enter your name and company name. Both of these blanks must be filled out. It does not matter what you enter into these blanks as long as you enter something. 'N/A' is a perfectly acceptable entry.


I can't download the efill.
An email fulfillment is what we send registered users when they purchase CompanionLink, DoubleLook or DoubleNotes and wish to download the registered version of the software from our website. This email contains the web address for the download as well as a username and password for the download.

The most common reason for problems with this download is that the web address has been hand-entered instead of copied from the email and pasted into the web browser. This is because the web address has the letter L in it in lowercase, which is commonly confused with the number one. The web address is cl or dl (CL and DL), not c1 or d1 (C + the number one, and D + the number one).

The second most common reason is that, when the link in the email is clicked on, this does not load properly. Copying and pasting the link into the address bar of your web browser will fix this problem.


Where do I find the files to download to install or update CompanionLink/DoubleLook/DoubleNotes?
The latest released versions of our software are always available on our download page. The software on this page is the evaluation version. If you currently have a registered copy of our software installed on your computer, downloading an updated version will update your build of the program.

If you have not installed the software before on this computer, it will come up as an evaluation copy. You will need to use the Keycode Request Form in order to get a keycode to change the evaluation into your registered version.


My install just stalls. It never finishes installing.
This is a known problem, and generally relates to having too many programs running in Windows. To fix this, either close as many of the running programs as you can (including programs running in the lower righthand corner of your desktop by the clock, such as sync software and virus scan software) and retry the installation, or restart your computer in Safe mode and retry the installation. Please see How To Reboot In Safe Mode for instructions. If you do install the software in Safe mode, make sure to reboot normally before configuring the program.


I upgraded my software, and my CompanionLink turned into an evaluation version.
You will need to use the Keycode Request Form to obtain the proper keycode. If you are upgrading from a previous version of CompanionLink, you may need to pay an upgrade fee. For example, upgrading from CompanionLink 1.3 to 3.0 would require an upgrade fee. Upgrading the build of CompanionLink within a version is always free.