832.664.7700   Sales
877.747.2448   Support

FAQs

Frequently Asked Questions

How can I Add or Edit Customers in IC Online?

AddEditCustomers

  1. To Add/Edit Customers in IC Online, navigate to the Customers screen under the Admin/Maint menu.
  2. From this screen you can add a customer by clicking the Add Customer link at the top of the page.
  3. You can Edit a customer by clicking the pencil icon to the left of the customer you`d like to edit.

How do I delete an item in IC Online?

  1. From the Item Search page, select the item you would like to delete by clicking the Green Arrow to the left of its record
  2. This will bring you to the Item Details page
  3. If you have the appropriate permissions you will see a Delete this item link at the top of the page
  4. Click this link to Delete the item

How do I Install IC Desktop?

Install:

  1. Log into IC Online and navigate to help -> Downloads to obtain the latest version of IC Desktop. You will require version 5.9.002 or newer.
  2. Extract the files from the ZIP download to your desktop
  3. Launch the setup.exe. This will install all prerequisites and the IC Desktop software, simply follow through all the prompts
    *Note: The download and install of the .NET framework may take some time*
  4. Once installed, launch IC Desktop from the new icon on your desktop
  5. Go to Tools -> Options. Here you will enter your ClientID and Product Key
    *Note: Your ClientID and Product Key will have been provided to you by InfoChip, if not contact InfoChip Support.
  6. Click OK to close the Options screen
  7. Click the ‘Sync with InfoChip server’ button to synchronize your desktop
  8. Make sure you are on the Main screen and click Login
  9. Choose your Admin Login from the drop-down and enter your Admin Password as the password
  10. Click the ‘Sync with InfoChip server’ button again to synchronize your desktop. If you have any additional questions, please contact InfoChip Support.

How do I Update IC Desktop?

Uninstall:

  1. Open the InfoChip Assembly Desktop
  2. Click ‘Sync with InfoChip Server’ *Note: You MUST sync with the server before attempting to upgrade*
  3. Navigate to your windows uninstall tool. Depending on your operating system, this may be called something different. Below are instructions on opening the uninstaller in Windows XP, Vista and 7:
    • XP: Click Start -> Control Panel -> Add or Remove Programs
    • Vista: Click Start -> Control Panel -> Programs -> Programs and Features
    • 7: Click Start -> Control Panel -> Programs -> Programs and Features
  4. Select InfoChip Assembly Desktop and click Uninstall

Install:

  1. Log into IC Online and navigate to help -> Downloads to obtain the latest version of IC Desktop. You will require version 5.9.002 or newer.
  2. Extract the files from the ZIP download to your desktop
  3. Launch the setup.exe, this will install all prerequisites and the IC Desktop software (Just follow through all the prompts)
    *Note the download and install of the .NET framework may take some time*
  4. Once installed, launch IC Desktop from the new icon on your desktop
  5. Go to Tools -> Options here you will enter your ClientID and Product Key
    *Note: Your ClientID and Product Key will have been provided to you by InfoChip, if not contact InfoChip Support.
  6. Click OK to close the Options screen
  7. Click the ‘Sync with InfoChip server’ button to synchronize your desktop
  8. Make sure you are on the Main screen and click Login
  9. Choose your Admin Login from the drop-down and enter your Admin Password as the password
  10. Click the ‘Sync with InfoChip server’ button again to synchronize your desktop
    *If you have any additional questions, please contact InfoChip Support.

Problems or errors after installing IC Desktop/Assembly Desktop

Often times, errors that arise during IC Desktop installation are complications that occur due to a failed installation such as prerequisites not properly installed, corrupt .NET installation, etc. Uninstall your current IC Desktop version and follow the below installation instructions step-by-step. If you still experience issues, contact InfoChip Support.

How do I add or edit a Categories Attributes Prefill?

  1. Under Admin click Categories
  2. From the list of Categories, choose the Category you want to add an Attribute Prefill for
  3. Click on Modify Attributes Prefills for (The Category Name)
  4. In the new page you can add a new Prefill or edit an existing one

Where can I download the latest version?

  1. Login to your IC Online account
  2. Click the “Login to IC Online v5” button, on the top-right of the page
  3. Go to Help -> Downloads to access the latest software releases

It's after-hours, who can I call to get support?

Our normal business hours are Mon-Fri 8:00-5:00pm MST. If you require support outside of this time-frame, please call our After-Hours Support Line at (877) 747-2447.

My handheld won't synchronize, what should I do?

There are many reasons this can happen. Start by checking these:

  1. Is your handheld connected to your network (Either via ActiveSync, Windows Mobile Device Center or a Wireless Network)?
  2. Does your network allow for communication with infochip2.com?
  3. Open an Internet browser on your PC or Laptop and go to www.infochip2.com it should display the following message…
    “This is the homepage for www.infochip2.com. If you’ve reached this page you should use www.infochip.com instead.”

If your handheld still won’t synchronize, submit a Support Request via support@infochip.com