21.02.05 troubleshooting project express errors

• In 2012, YouSendIt rebranded itself as "Hightail.com" - this does not affect the operation of Project Express.

Failed to Send

This error is caused by a slow or intermittent Internet connection or a problem with the YouSendIt site.
Verify your Internet connection is stable and try sending the project again.

If sending a Bid Package with pages, send only those pages necessary for the recipient to complete his or her work.

Maintenance Subscription is Expired

Project Express is available to clients who maintain an annual Maintenance Subscription with On Center Software.  When attempting to access or refresh the Project Express Tab, the following error message may be displayed:

These are the most common reasons this may happen:

• Your company's Maintenance Subscription for the license key activated on this computer has lapsed
• There is an issue with one or more of On Center Software's licensing servers - wait a few minutes and try again

Please contact Support for assistance if you continue to experience issues with Project Express.

Login Errors

After creating an account in Project Express, you receive the following YouSendIt Login Error.

There was an error on trying to login to Project Express, login status is not valid

Scenario 1

This error can occur if either your Username or Password is incorrect. To test your Username and Password, attempt to Login at the main YouSentIt™ web site, http://www.yousendit.com/.  If you are unable to login to this web site, click the Forgot Your Password? link to create a new password.

• Your Username should be your e-mail address.

If you are still unable to login to the YouSendIt website with the new password, the account may have been created as a trial and is now considered expired.  To resolve this issue, perform the following steps:

• Browse to http://www.yousendit.com
• Click the Plans & Sign Up link at the top

   

  

   

• Click the Sign Up button under the LITE account

   

  

   

• Enter your email address, full name, and password when prompted, and then click Submit

   

  

A confirmation e-mail will be sent to the user’s email address.  In this e-mail, click the confirmation link provided.  You may be asked to re-enter the username and password.  Once done, the account will be corrected and you can sign in to Project Express.

Scenario 2

If you are able to successfully login to YouSendIt.com, a corrupt registry key or firewall setting could be preventing you from logging in.

The Username and Password information for Project Express is stored within the computer's registry. If this information is incorrect you can delete the registry key that contains this information, allowing you to enter it again within On-Screen Takeoff. To remove the registry key containing the Username and Password, perform the following steps.

• The following steps require you to modify the Windows registry. Modifications to the Windows registry, if not done correctly, can cause serious problems to a Windows system. If necessary, please contact an IT Professional to assist you.

• Close On-Screen Takeoff

• Click Start > Run, type regedit in the Open field, and then click OK

• In Windows 8, at the Start screen, simply type "Regedit" and Windows automatically finds the utility

    

  

• In the Registry Editor, browse to the following key

   

  HKEY_CURRENT_USER\Software\On Center Software\On-Screen Takeoff 3\Settings

   

• Once you have located the file, expand Settings, right-click YSIInfo, and then select Delete

    

  

   

• A confirmation window will appear, click Yes to confirm

• Close the Registry Editor and then open On-Screen Takeoff

If you still receive an error after modifying the registry, a firewall setting is preventing Project Express from connection to the YouSendIt server.

Project Express uses Port 443 for all communication.  You may need to have an exception added to your firewall to allow ost.exe to communicate over this port.  Please contact your local IT support for assistance.