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| − | ==Interacting with OLI Technical Support==
| + | OLI Systems, Inc. is located in Cedar Knolls, New Jersey, United States. We are in the Eastern US time zone and support is available in real-time from 9:00 AM to 5:00 PM Monday through Friday. All other times are by Email. |
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| | + | OLI will strive to resolve your issue as soon as possible but makes to guarantee to timeliness. |
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| | + | This guide is useful when contacting OLI Systems for technical support |
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| − | | + | [[media:OLI-Tips65-TechSupport.pdf | Technical Support (PDF, 360 KB)]] |
| − | OLI Systems, Inc. has been providing software for the chemical industries since 1971. During that time, technical support has been a primary focus. To help facilitate the user interacting with OLI’s technical support document, there are some things that the user should know.
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| − | There are many tools to interact with Tech Support. These tools are:
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| − | * Live phone support
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| − | * E-mail support
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| − | * Web based support
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| − | * Web based knowledge base
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| − | * Web based live training & support
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| − | * Off-line web based training
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| − | * FTP Site to upload and download files
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| − | Before contacting Tech Support, the user should be prepared to send the files that are causing the problems. These files are different depending on the program being considered. Sending the files may also cause some virus protection programs to strip the files from E-mail.
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| − | OLI File Structures
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| − | OLI Analyzers
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| − | The files used by the OLI Analyzers are binary files. Some of these files may cause a virus protection alert when being E-mailed to OLI. This situation will be discussed later in this document.
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| − | Table 1 Analyzer File Extensions version 3.0 and later
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| − | {|
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| − | ! style="text-align:left;"| Program
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| − | ! style="text-align:right;"|File Extension
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| − | |-
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| − | |OLI Studio(contains Stream, Corrosion and EVS)
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| − | |.oad
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| − | |} | |
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| − | For versions before 3.0 there are four (4) Analyzer programs. Each has its own file extension. You will need to turn on File Extensions in Windows. See the Appendix on how to turn on the extensions.
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| − | '''Table 2 Analyzer File Extensions version 2.0 and earlier'''
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| − | {|
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| − | ! style="text-align:left;"| Program
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| − | ! File Extension
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| − | |-
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| − | |Stream Analyzer
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| − | |.sta
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| − | |-
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| − | |Corrosion Analyzer
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| − | |.cra
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| − | |-
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| − | |Lab Analyzer
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| − | |.laa
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| − | |}
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| − | ScaleChem
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| − | ScaleChem has several files that are of importance. One of the files is a binary file (SCA) and is most commonly sent for technical support. Other files are text files and they may be required occasionally.
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| − | Table 3 ScaleChem Files
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| − | {|
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| − | ! style="text-align:left;"| Extension
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| − | ! Type
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| − | !Description
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| − | |-
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| − | |.sca
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| − | |Binary
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| − | |Primary ScaleChem file
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| − | |-
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| − | |.osc
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| − | |Text
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| − | |Primary output file
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| − | |-
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| − | |.dat
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| − | |Text
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| − | |Brine data input to solver
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| − | |}
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| − | ESP
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| − | ESP creates two classes of files. The first set is for the chemistry model. The second set is for the process model. All files are text
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| − | Table 4 Chemistry Model files
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| − | {|
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| − | ! style="text-align:left;"| Extension
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| − | ! style="text-align:left;"|Class
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| − | !
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| − | ! style="text-align:left;"|Description
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| − | |-
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| − | |.mdl
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| − | |User input
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| − | |Model definition file. This file contains the user’s input chemistry
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| − | |-
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| − | |.mod
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| − | |Generated/modifiable
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| − | |This is a text version of the chemistry model. It can be modified by the user
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| − | |-
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| − | |.dbs
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| − | |Generated/non-modifiable
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| − | |This is the numeric version of the database. It can not be modified by the user.
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| − | |}
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| − | Table 5 Process Model files
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| − | {|
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| − | ! style="text-align:left;"| Extension
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| − | ! Class
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| − | !
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| − | ! style="text-align:left;"|Description
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| − | |-
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| − | | .bin || Output || ||This is the stream output file. This file generates the stream listings
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| − | |-
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| − | | .bre || Output || ||This is the block report file. The block reports come from this file. Also, this file is used to Restart multistage unit operations
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| − | |-
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| − | | .bou || Output || ||This is the block output file. The process trace listing (the order of blocks) is found in this file. All the stream and block information is stored in this file. Rarely sent to OLI
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| − | |-
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| − | | .TEA || Output || ||Tear Stream restart file. This is available only in ESP v7.0.30 or later. Rarely sent to OLI
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| − | |}
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| − | OLI Databook Structure
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| − | The OLI Databooks are a series of 39 files for each databook. The first three characters of a databook must be unique in a folder and must not be the same as any database stored in the following folder:
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| − | C:\Program Files\OLI Systems\ESP X.X\Databanks
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| − | Assuming that the default installation folder is c:\Program Files and X.X is the current version number.
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| − | As an example, we will look at the structure of an OLI database NASALTS
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| − | NASALTS is a collection of 39 files.
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| − | Table 6 OLI Database Structure
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| − | File Type File Type
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| − | NASVP.RAW Vapor pressure raw data NASALTS.SYN Species Synonyms
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| − | NASSYN.NDX Index to synonyms NASALTS.STR Species Structure
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| − | NASSTRU.NDX Index to structures NASALTS.SOU Species solubility data
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| − | NASSOU.NDX Index to solubility data NASALTS.SOR Species source data
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| − | NASSOR.NDX Index to sources NASALTS.REF Reference data
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| − | NASSOLU.RAW Solubility raw data NASALTS.REC Database record structure
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| − | NASREF.NDX Index into references NASALTS.RDX Redox data
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| − | NASMATS.NDX Index to material code symbols NASALTS.NDX Index of allspecies
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| − | NASMATN.NDX Index to material code numbers NASALTS.MAT Material codes
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| − | NASMATC.NDX Index to material code charges NASALTS.ION Ion Codes
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| − | NASLID.NDX Index to lattice identification NASALTS.INT Species interaction data
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| − | NASIONS.NDX Index to ion code symbols NASALTS.EQS Equation types
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| − | NASIONN.NDX Index to ion code numbers NASALTS.DOC Reference data
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| − | NASACTI.NDX Index to activity interactions NASALTS.DIC Database structure file
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| − | NASFORM.NDX Index to formulas NASALTS.DDB Pure component data
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| − | NASEQS.NDX Index to equations NASALTS.COP Coprecipitation data
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| − | NASDENS.RAW Density raw data NASALTS.CND Electrical Conductivity data
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| − | NASDENS.NDX Index to density data NASACTI.RAW Interaction raw data
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| − | NASCP.RAW Heat Capacity raw data NASINT.NDX Index of interactions.
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| − | NASCAS.NDX Index to CAS numbers
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| − | As you can see, some files are named NASALTS (e.g., NASALTS.DIC) but others are named with only the first three letters – NAS (e.g., NASREF.NDX). This is important if you send the files to OLI for analysis.
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| − | To send the files to OLI, you first need to search for all the files. Using NASALTS as a reference, the search would be
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| − | NAS*.*
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| − | This may return more than 39 files. This is allowable, please place all the files into an archive such as WinZip and send them to OLI.
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| − | Aspen HYSYS
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| − | Aspen HYSYS files have an .hsc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.
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| − | Aspen PLUS
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| − | Table 7 File types required by OLI
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| − | File Type File Extension
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| − | OLI Chemistry model (Wizard) .cwa
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| − | OLI Chemistry model (standard) .mdl and .mod
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| − | OLI Generated Chemistry .dbs
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| − | Aspen Backup file (flowsheet) .bkp
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| − | Note: you need only send either the Wizard files or the Standard files, not both.
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| − | If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.
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| − | Unisim Design
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| − | Unisim Design files have an .usc file extension. This file should be sent to OLI. If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.
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| − | Chemistry Wizard (Non-Aspen PLUS)
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| − | Table 8 Stand-alone Chemistry Wizard files
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| − | File Type File Extension
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| − | OLI Chemistry model .cws
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| − | OLI Generated Chemistry .dbs
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| − | If you have a private databank, this also needs to be sent to OLI, see OLI Databank Structure above.
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| − | File Uploads
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| − | With recent increases in security, sometimes it is impossible to send the required files to OLI. If this happens please use the following web site: http://support.olisystems.com/upload.aspx
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| − | Live Phone Support
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| − | OLI Systems, Inc. is located in Northern New Jersey, United States. Our office hours are 8:30 AM to 5:00 PM Eastern Time (New York).
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| − | Our phone numbers are:
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| − | Support: 973-539-4996 extension 24 (USA)
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| − | Fax: 973-539-5922 (USA)
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| − | E-mail Support:
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| − | You can contact OLI via E-mail for a variety of reasons. The Emails are on the main OLI website www.olisystems.com and on the support website support.olisystems.com
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| − | Web Based Live Training and Support
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| − | OLI Systems has partnered with AQSim to use Microsoft’s LiveMeeting facility to conduct live training. To use LiveMeeting, you will need to check to see if you can support the plug-in for Internet explorer.
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| − | FIRST TIME USERS: Install the Windows-based Meeting Console before your meeting:
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| − | http://r.office.microsoft.com/r/rlidLiveMeeting?p1=7&p2=en_US&p3=LMInfo&p4=DownloadWindowsConsole
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| − | This will allow you to use the LiveMeeting facility.
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| − | Occasionally you will need to use OLI’s teleconferencing facility. OLI will supply the phone numbers as required.
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| − | Appendix
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| − | How to turn on file extensions in Windows 2000 and XP?
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| − | From My Computer select Tools and then Folder Options. Click on the View tab. Uncheck the Hide extensions for known file types.
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| − | Figure 1
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| − | Click the Apply button and then OK.
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