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

Whenever you change a label size, you will need to re-gap, or re-set the printer gap sensor so that it recognizes where the label begins and ends.

After you load the new label stock and close the printer, then follow these directions:

  1. Turn power off (toggle switch at the back of the printer)
  2. Hold (and keep holding) the large label feed button on top of the printer
  3. Turn the power back on (still keep holding the large button on top)
  4. Wait for three blinks of the red light (on the ring of the large top button)
  5. Release the big top button and your 2844 will now re-gap. You will see the labels move through printer as it searches for the proper length between labels. When it is finished, the printer will print out some printer information. Finally, if the re-gap is successful, the light around the feed button will change from red to green. Press the feed button to see if the printer successfully feeds a label.

Things to check:

  • Make sure the printer is on. Is the green light lit?
  • Ensure that you have selected the correct COM port. Turn the printer off and on and try again.
  • Turn off the computer and the printer. Turn the printer back on. Then, turn the computer back on (in that order).
  • Determine if another application is addressing the port. For example, a printer application assigned to the same COM port as the label printer can cause interference. This commonly occurs when the Eltron/Zebra printer driver is installed and assigned to the COM port. This conflict can prevent Freezerworks from printing bar code labels. Another application that frequently causes problems is PowerChute. If this application is assigned to the serial port, it will cause this error.
  • If you have created a bar code format using the Bar Code Label Editor, sometimes an overly lengthy field will cause this problem. For example, you may have a field that has a maximum length of 20 characters, but the font size selected is too large to fit a 20-character entry onto the label. Try a smaller font size for fields that may be problematic in this way. (Freezerworks 5.3 and Freezerworks Unlimited 2 have corrected this problem.)
  • If you are using a Mac with a serial-to-USB adapter, certain adapters have caused this error to occur at every printing job. Normally, turning the printer off and on will correct the problem. Dataworks recommends the Keyspan USA-19QW adapter as the most reliable serial-to-USB adapter for Freezerworks and serial printer connectivity. When using a serial-to-USB adapter, the adapter will assign a COM port number arbitrarily to the adapter – usually COM 3 or COM 4.

Current versions of Freezerworks will only work with the Eltron/Zebra TLP 2642/2742/2844 and the Brady 1344. Freezerworks Unlimited 2.1.x will work with the Toshiba TEC high speed printer. If your printer has software that will import text files and print labels from these, you can select the samples for which you want to print labels and create an ASCII file using the Import/Export menu option. Then, import the file into your label software for printing.

Check to make sure the ribbon is in properly, the labels are in properly, and, for Zebra 2742s, the carriage that holds the ribbon is snapped in place on both sides. For the Zebra 2844, make sure the lid is tight on both the left and the right side.

Below: carriage “snapped” into place in a Zebra TLP 2742:
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Below: Zebra TLP 2844, with ribbon carriage on the top:
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The computer does not recognize the COM port you entered. Try a different COM port. If you are using a serial to USB adapter, the device may assign a COM port to use, e.g., COM 3 or COM 4.

My printer skips labels, resulting in many wasted labels.

The Zebra TLP2844 printer will skip labels, especially the 0.5ml Portrait size, if the fields are too close to the edge of the label.

If the position of the print is within 2mm of the leading edge of the label, it can cause the printer to skip blanks in between printed labels. Modify the label format in the Labels – Bar Code Label Editor option such that the fields are closer to the center.

You have neglected to enter a COM port number in the appropriate box.

Check to make sure the barcode fits completely inside the label. If it does not, modify the label format and try using the Compressed or 2D bar code format.

Check that the ink is not printed lightly. If it is, it might be necessary to clean the print head or install a new ribbon.

I am connecting the printer to my Mac with a USB port. Which port should I connect it to?

You can connect the printer’s USB adapter to any of the USB ports, except the one(s) on the keyboard. This one often does not have enough power to control the printer.

I installed Freezerworks. I downloaded and installed the Windows driver for the Zebra/Brady printer. Now when I try to print bar code labels, I get an Out of Memory error and the program shuts down.

We suggest you remove the printer drivers and make sure the COM port is not assigned to anything else. Freezerworks does not use the Zebra or Brady manufacturer printer drivers.

After removing the printer driver, disable and enable the COM port the driver was installed to in order to clear and reset it (Start-Control Panel-System-Hardware-Device Manager-Communications Port. Highlight the Com Port being used and then select Action: Disable and then Action: Enable).

A solid green light indicates the printer is in an error free state and is ready to print. The light should remain green throughout the printing process.

A solid red light will occur if:

    • the printer is out of labels
    • the printer is out of ribbon
    • the printhead is open, not latched down all the way. Press down on the top cover of the printer to see if the error light clears and goes to green.
      the ribbon spool is slipping on the ribbon spool holder

A solid orange light will occur if the printhead is open, not latched down all the way. Press down on the top cover to see if the error light clears and goes to green.

The labels may not have been fed in properly. Make sure they are below the gap sensor, not above it.

How do I print labels for only a selection of samples and not the whole lot?

First, do a search to select only those samples that you want (Search by Sample ID, or Date, or UDF, etc.). Then, print labels from the View Samples screen for all of the displayed samples. As an alternative you can print labels one sample at a time from the input screen for each sample.

If the print on your labels is

  • Light
  • Partially missing
  • Broken bars or lines in a barcode

then it might be time to clean the print head.

On a Zebra TLP2844, allow the print head to cool for approximately one minute, then use 90% isopropyl alcohol on a cotton swab to clean the print elements from end to end (the print elements are located in the dark line on the print head). NOTE: You do not have to turn off the printer to do this.

This video will walk you through the steps of installing the Zebra GX420t printer for use with Freezerworks.

https://youtu.be/PAINUc6ojC8

Direct printing (printing without use of a printer driver) from Freezerworks to the Zebra TLP 2844, 2742 does not work in the Windows 7 operating system. You will need to convert to using a shared printer driver. See your Users manual section on Shared Label Printing for directions on how to set up Freezerworks to use the Generic Windows Text/Printer Driver.

For Brady 1344 users, the shared printer option is not available, so this discontinued printer will not be useable with Freezerworks in the Windows 7 environment.

This video will demonstrate how to load ribbon and labels into a ZM400 printer.

https://youtu.be/rDv370Nz3hA

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.

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).
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

Customizing Freezerworks

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

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.

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.

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.

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.

Contact Sales to get a quote for your specific needs.
Labels

There is no difference between the two on how the label is placed on the vial, or in the size and dimensions or material. The difference is in how the labels are rolled and placed onto the lining. Portrait labels (below) are rolled lengthwise and so the roll will hold fewer labels. But this allows the bar code printer to print from left to right, rather than top to bottom. This produces a much clearer label for scanning.

LBL-02wr:

Landscape labels (below) are printed from top to bottom, making the bar code less clear for scanning if the value bar coded contains letters or is very long. Rolled width-wise, the landscape will use less ribbon and allow for more labels per roll.

LBL-13wr:

Yes. A number of our clients are able to successfully wrap the wraparound labels on frozen vials so that it adheres permanently. The key is to wipe off frost, and roll quickly.In addition, both Freezerworks Unlimited and Freezerworks Basic are capable of printing on two different Freezerbondz labels made by Brady. The key is to wipe off frost, and rub at one corner with your thumb, slowly working your way through the rest of the vial.
1″x1″1″ x 1″ FreezerBondz(tm): Labels adhere to frozen vials, lowering the
risk of thaw when labeling samples. Part #: LBL-05FB.
0.9″ x 0.375″ Combo label: Use for labeling the tops and sides of vials. Available in Freezerbondz material to adhere to frozen vials. Part #: LBL-06COM, or LBL-07FBCOM for Freezerbondz material.

We offer a .5 ml size format with the bar code printing feature. Contact us if you would like to receive samples. We also offer customization that will allow you to print labels using your own label stock.  Below are photos demonstrating the different sizes of the wraparound label.

above: .5 ml size (LBL-09wr)above: 1 ml size (LBL-02wr)above: 1ml (left) and .5ml (right).

Freezerworks Unlimited and Freezerworks Basic offer two solutions for slide labels:

  • 0.9″ x 0.9″ Slide label Part #: LBL-08SL. (picture not available)
  • Flap Label: An .875″x.75″ label with a clear plastic overcoat “flap” for slides. Withstands the chemical process and harsh environment of pathology staining. Part #: LBL-15.
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 Server and Client may cause spikes in, or a constant elevation of, CPU Usage. In Freezerworks Server, go to Edit – Preferences and highlight Application-Client/Server. In the Client/Server Communication section, remove the checkmark in the “Register Clients at Startup For Execute On Client” box. Quit Freezerworks Server, and then restart Freezerworks Server. CPU Usage should idle at <10%. Upon Freezerworks Client connection, usage may rise as high as 50-60% during intense processing routines (e.g., Import Samples and Searches).

(Windows and MacOS9) For versions earlier than Freezerworks Unlimited 3.1 and Freezerworks Basic 6.0: If Client/Server performance seems slow, check the application memory setting on the server. Select Edit-Preferences in the Freezerworks Server window. Click the Application icon on the left. Confirm the Application Main Memory is set to at least 4 blocks of 32768 kb. Increase the number of blocks to dedicate more RAM to the Freezerworks Server application.

Another idea to improve performance is to increase the Cache Size. See the section Database Cache Memory in the System Administrors Guide.

Poor performance using Windows Server 2000, 2003:

Windows Server 2000 and 2003 can be configured for use as a file server, which means it will try to allocate as much memory as possible to the file system cache.

Since 4D has its own cache that it manages for itself, you can end up with “dueling caches” which can cause very slow performance, especially after doing things like a full system backup. During the backup (and depending on the backup software you use), Windows may be caching every file as it gets read, which will force 4D’s cache into virtual memory. You’ll have to restart 4D Server or perhaps even reboot the box to get its cache out of the swap file and regain good performance from 4D Server.

So the solution is to tell Windows not to aggressively cache the file system. Here’s how to do it in Windows Server 2003:

  1. Right click on My Computer and select Properties.
  2. Click on the Advanced tab
  3. In the Performance panel, click Settings
  4. In the Performance Options dialog, click to the Advanced tab
  5. In the Memory Usage panel, change System Cache to Programs (or Applications).
  6. And as long as you’re in this dialog, note the Processor Scheduling panel directly above the Memory Usage panel. If you’re running 4D Server as a service, mark the option to favor Background Services. If you’re not running 4D as a service, mark the option to favor Programs (or Applications).

You can set the service to log on as a specific user, or as the Local System account. If you choose to log on as the Local System account, you also will have the option to “Allow service to interact with desktop”. With this option checked, the Freezerworks Server program will be visible on the server, and you will be able to configure backups, see which users are logged into Freezerworks, etc.

Note that if you don’t check the option “Allow service to interact with desktop”, Freezerworks Server will be running in the background. You will need to stop the service and open Freezerworks Server as an application if you need to configure any Freezerworks options (backup, cache settings, etc.)

  1. Verify that the path name containing the Freezerworks Server application has no spaces in it. Replace any spaces with an underscore “_” if necessary.
  2. If you decide to start the service logged on as a specific user, note the Account Login Name and Password used to log into the server PC. If you log on as a specific user, Freezerworks Server will be running in the background. You will need to stop the service and open Freezerworks Server as an application if you need to configure any Freezerworks options (backup, cache settings, etc.)
  3. Verify there is a default printer 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.
  4. Start the Freezerworks Server application.
  5. Select File-Register as Service. If this option is greyed out, close the server application, then right click on the server icon and select “Run as Administrator.” When the server application opens the option should now be active.
  6. Select File-Quit.
  7. Select Control Panel-Administrative Tools-Services from the Windows Start menu.
  8. Right-click 4D Server: Freezerworks* and select Properties. Switch to the Log On tab.
    1. To run the service as a specific user, click the radio button for “This Account.” Enter the Account User Name and Password used to log onto the server PC. Click OK to exit the service properties. Warning: Be sure to define a valid Windows account in the “Log On As” area. In addition, this user account must have access to a printer; otherwise an error message will be displayed.
    2. To run the service as the Local System account, Click the radio button for “Local System account”. You can check the “Allow service to interact with desktop” box. This will allow the Freezerworks Server to be visible on the screen, so you can configure backups, see which users are logged on, etc.
  9. Click OK to exit the service properties. Note that if you don’t check the option “Allow service to interact with desktop”, Freezerworks Server will be running in the background. You will need to stop the service and open Freezerworks Server as an application if you need to configure any Freezerworks options (backup, cache settings, etc.)
  10. Right-click 4D Server: Freezerworks and select Start.

If Freezerworks Server starts without error, exit and return to the Services dialog. You may then change 4D Server: Freezerworks’ Properties to Startup type: Automatic.

If an error displays indicating that there is no default printer set, stop the service. Go to Settings-Printers, and confirm that at least one printer exists. If there are no printers, add a local printer. It is not necessary to have a printer attached to the server; Freezerworks Server just needs to see a printer in the Printers folder. After adding a printer, return to step 9 above and Start the service.

You cannot change the service registration status of Freezerworks Server from within Freezerworks Server if the application has been launched as a service when Windows was started. In this case, the three menu items are disabled. To stop the service, use the Windows Services Control Panel.

Warning: The full pathname for your database structure file (Freezerworks.4dc) cannot exceed 250 characters.

This indicates a network connection problem. Verify that Freezerworks Server is running and connected to the correct Freezerworks database. If Freezerworks Server is running, check the network cable and connections on the client workstation.
Check with the network administrator to see if any changes have been made to the network that can disrupt access to the server. Sometimes, when new firewall software is installed, permissions may not be set properly to allow access to the server by the client in question.
Occasionally resource files get corrupted. Locate files “Freezerworks.res”, and “Freezerworks.rex” or “FreezerworksUL.res” and “FreezerworksUL.rex” on the client’s system. They are stored in the Windows system folder (e.g., Winnt4DFreezerworks or Winnt4DFreezerworksUL). Delete all RES and REX files. Then try connecting to Freezerworks again.

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.

Ensure that TCP/IP is installed on both the client and server machines. Versions of Freezerworks later than 5.4x and 2.x in FUL do not support IPX/SPX.
Verify that Freezerworks Server is installed and loaded only once on the server.
Generally, client/server connection problems do not occur when the systems are on the same subnet. However, to be certain, the server’s IP address may be added directly to the Connection to 4D Server settings on the client. Select the Custom tab and enter a name and the server’s TCP/IP address, and then click OK. Connect to the server by double clicking the new server name, or highlighting it and clicking OK.
Ping the server by typing the command “ping IP address” at the DOS command prompt, where “IP address” is the server’s IP address. If the ping is not successful, contact your IT support staff for assistance. If you are using Mac OS, and you are communicating with your server via AppleTalk, check whether both machines can see any network devices (file servers and printers). If you can see these devices from both the client and the server, try deleting the 4D folder inside your SystemPreferences folder on the client.
If the client and the server are not on the same subnet, then the server must have a static IP address. This address must be entered directly on the client workstations by following the directions above. If entering the server’s IP address does not solve the problem, it also might be necessary to enter Freezerworks Server’s port number. The port number is 19813. Add the port number by placing a comma and the port number, without any spaces, after the IP address (e.g., NN.NNN.NNN.NNN,19813).

Occasionally, resource files get corrupted. Locate the files “Freezerworks*.res”, and “Freezerworks*.rex” on the client’s system. On Windows clients, they are stored in the Windows system folder (e.g., Winnt4DFreezerworksUL2). On Macintosh clients, they are stored in the System folder (e.g, SystemPreferences4DFreezerworks*). Delete all RES and REX files, and then try connecting to Freezerworks again. For more information, see Error -10001. The connection to the database has been disrupted

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.

Yes. Contact Dataworks Customer Support for more information.

There cannot be any spaces in the entire path in which Freezerworks Server is installed.

Running Freezerworks using Citrix? Keep these in mind:

  • Limit the number of clients to 15-20 per physical server. This is not per virtual machine, but physical hardware.
  • There is a problem with clipboard sharing. If you notice that rdpclip.exe is using up 99% of resource kill it using the task manager. If it is a repeat issue the administrator can disable it in the terminal services settings.
  • A default printer should be set explicitly. Don’t rely on Citrix to dynamically set one.
Performance

(Freezerworks Unlimited version 5.0 and later)

You have the ability to index User Defined Fields (UDF). It is a good idea to index any of your UDF’s that you search on regularly. To index a UDF:

Select System Admin > User Defined Fields. Double click on a field that you search by regularly.
Notice the area for Indexing. There are two options when indexing a UDF: Many Duplicate Values and Many Distinct Values. This depends on the kind of field that you are indexing.

-Many distinct values – check here if the field tends to be unique to the sample or aliquot record (e.g., Patient Identifier’s, Sample IDs, Aliquot IDs, etc.).*

-Many duplicate values- check here if the data in this field tends to be shared among many records (e.g., specimen types, aliquot types, site, etc.).

Depending on how many records you have in Freezerworks, when you save the UDF, it may take a few moments to index.

*Note that fields marked as Unique will have the Index Field checked ON automatically, set to “Many distinct values.”

Tips for improving performance with Windows 2008 Server:

Should only be using the R2 release. There is a problem in Server 2008 (not R2) that causes the OS to cache application data like 4D’s to disk even when there is plenty of RAM. This kills performance. This is fixed in R2. See http://support.microsoft.com/kb/976618

Set the server to “Application Server” role using the Add Roles wizard.

Tips on improving performance with Server 2003:

In Windows- System Properties ->Advance tab -> Settings (under Performance) set the following:

  • Windows Processor Scheduling: “programs” instead of “background processes”
  • Windows Memory: set to “programs” instead of “system cache”
  • Windows Page File: set to “System Managed Size” instead of “Custom Size”

MS introduced a system designed to prevent DOS attacks on win server 2003. But this can cause issues with 4D other SQL databases. There are two work-arounds, see: http://kb.4d.com/search/assetid=76127

Symptoms include

  • The connection has been reset by the remote host.
  • TCP_PROV: An existing connection was forcibly closed by the remote host.
  • “ProviderNum: 7, Error: 10054, ErrorMessage: “TCP Provider: An existing connection was forcibly closed by the remote host …”
  • Unhandled Exception: A transport-level error has occurred when sending the request to the server. (provider: TCP Provider, error: 0 – An existing connection was forcibly closed by the remote host.)

In both Freezerworks Unlimited Server versions 5.0 and 5.1, change the cache settings to improve performance.

Version 5.0

  • In the server software go to Edit – Preferences and select Database.
  • Make sure there is a checkmark beside Calculation of adaptive cache.

Version 5.1

  • In the server software go to Edit – Database Settings.
  • Click the Database icon.
  • Switch to the Memory tab.

In both versions, set the remaining parameters as follows.

  • Place a checkmark beside Calculation of adaptive cache.
  • Memory to be reserved for other applications: 250MB
  • Percentage of available memory used for cache: 80%
  • Minimum size: 1024MB
  • Maximum size: 2384MB

Quit and restart the Freezerworks Unlimited Server to activate these settings.

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.

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.

Release Notes

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

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.

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.

Backing up Freezerworks Server to a UNC Path

Freezerworks Unlimited Server (versions 3.1.x – 4.0.x)
Freezerworks Basic Server (version 6.0.x)

The Freezerworks Server user interface does not provide a method to backup to a UNC path (Universal Naming Convention), but there is a workaround. If you have used a mapped network drive once for the backup, then you may edit the Freezerworks “Backup.XML” file to use the UNC path in place of the drive letter.

The “Backup.XML” file should be located in C:Freezerworks*ServerServer DatabasePreferencesBackup (where * is “Basic” or “UL”).  If the Preferences folder does not exist, then you must run a Backup in order to create these folders and the XML file.

Configure and run an initial backup

  1. In the Freezerworks Server software, open Edit – Preferences, and click on Backup.
  2. Place checkmarks beside Data File and Structure File.
  3. Click the <...> button within the Backup File Destination Folder section.
  4. Locate the mapped network drive where you would like to store the Freezerworks backup.
  5. Click .
  6. Select File – Backup, and click to run an initial backup.
  7. Place a checkmark beside Use Log File in the Log Management section if you would like to track all data changes since the last backup.  Click the <...> button and locate the Server Database folder.  Click to create a log file, and to store it with the data file.
  8. Use File – Backup again to create another backup.  This will ensure that the log file will be included in all future backups.

For additional information about the Backup module, see the   System Administrator’s Guide that came with Freezerworks.  This Guide can be downloaded by logging into the Customer Care section of our web site at http://www.freezerworks.com/support.php .

Change the backup path to a UNC path

  1. Open the Freezerworks*ServerServer DatabasePreferencesBackup folder.
  2. Right-click Backup.XML, then select Open With Notepad.
  3. Replace the network drive letter with the UNC in the following locations:




For example, if I configured Backup to store all Freezerworks backups on the mapped drive called G:FreezerworksBackups, the Backup.XML file would contain the following:


1
G:FREEZERWORKSBACKUPSFreezerworksUL4[0003].4BK


1
G:FREEZERWORKSBACKUPSFreezerworksUL4[0002].4BL


True
True
False
G:FREEZERWORKSBACKUPS

On my server, G: is a mapped drive pointing to Server1Database, therefore I need to replace G: with Server1Database in Backup.XML as follows:


1
Server1DatabaseFREEZERWORKSBACKUPSFreezerworksUL4[0003].4BK


1
Server1DatabaseFREEZERWORKSBACKUPSFreezerworksUL4[0002].4BL


True
True
False
Server1DatabaseFREEZERWORKSBACKUPS

  1. In the Freezerworks Server application, the Last Backup should now be displayed as Server1DatabaseFREEZERWORKSBACKUPSFreezerworksUL4[0003].4BK
  2. Select File – Backup and click to ensure that the backup is saved to the UNC path.

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.

Freezerworks Unlimited

Searching for Aliquots in Numeric Freezer Subdivisions

When performing an Advanced Search for Aliquots using Freezer Subdivisions, you may have noticed that Freezerworks Unlimited does not locate all of the appropriate aliquots.

Let’s look at an example.  We would like to find all aliquots that are stored in Freezer 1,

Rack B, Boxes 5 – 12.  Each Rack in this freezer contains a maximum of 12 Boxes, so we would expect to be able to create the Advanced Search like this:

Freezer Name is equal to Freezer 1

and Subdivision 1 is equal to B

and Subdivision 2 is greater than or equal to 5

If there are aliquots in all boxes, we would expect to see aliquots from Boxes 5 – 12.  However, Freezerworks only locates aliquots contained in Boxes 5 – 9.  Why?  The reason is due to the way these data are stored.  Despite the fact that the boxes are labeled as numbers, the values are stored as alphanumeric data.  Here’s what this means:

During the above search, Freezerworks looks for all boxes that start with “5” or above.  Remember, these are not numeric values, they are just characters.  Therefore, Freezerworks does not find Boxes 10, 11 and 12 because they start with a “1”.

A workaround is to create the following Advanced Search:

Subdivision 2 is equal to 5

or Subdivision 2 is equal to 6

or Subdivision 2 is equal to 7

or Subdivision 2 is equal to 8

or Subdivision 2 is equal to 9

or Subdivision 2 is equal to 10

or Subdivision 2 is equal to 11

or Subdivision 2 is equal to 12

and Subdivision 1 is equal to B

and Freezer Name is equal to Freezer 1

The Box subdivision must be listed first, then we narrow down the search to a specific Rack and Freezer.