Why is my Postcode Look-up Software not Working?
Contents
Summary
This article will offer advice with regards to what you can do if your postcode look-up software/feature is not working within Platinum.
Additional Information
Platinum itself does not look up an address with a postcode, but it uses third party software linked to Platinum. This software is called Capscan. It will usually be installed on the server, or the machine that has Platinum installed. If after entering a postcode and pressing <Enter>, the address does not appear, there could be a number of reasons why this will happen and these are categorised as follows:
Post Code Does Not Work
Check that the postcode being entered is correct. Platinum does not need the postcode to be in capital letters. Platinum does not need for the postcode to contain a space but it does need the postcode to be correct. Double check that the postcode you are entering is genuine.
Individual Machine does not find Address
If a result does not appear on your machine but it does on a colleague’s machine, it is usually down to the Windows Firewall being enabled on your machine. To check this and to disable the Windows Firewall you will need to :
- Click on [Start].
- Go to "Settings" - > "Control Panel".
- Go to "Windows Firewall".
- Make sure that 'Off (not recommended)' is selected.
- Click [OK].
All Machines (excluding the server) do not find Address
If on all machines entering a postcode does not find a result but when on the server, Platinum does, you will need to:
- Check the Windows Firewall on the Server. Make sure this is disabled as mentioned above.
- Once the Windows Firewall on the Server is disabled check each of the terminals make sure that each one is also disabled, using the method described above.
- Try entering the Postcode again in Platinum. If the terminals still produce no result, then there is a fault in the configuration settings between Platinum and the Capscan Software.
- Contact our Support Team on the normal number 0116 2301500 and explain the problem.
- One of our team members will call and remotely connect to the server to check and reconfigure the link between the software.
 | If a Windows update has been run then the Windows Firewall will automatically get enabled. |
All Machines (including the server) do not find Address
When no machine receives a postcode look-up result in Platinum, you will need to check the Windows Firewall as mentioned above. Then you will need to check that the service which operates the Capscan software is running. To do this you will need to:
- Right Click on My Computer.
- Go to 'Manage'.
- Double left click on 'Services and Applications'.
- Single left click on 'Services'.
- Go down the list and right click on 'Capscan Pool Manager'.
- Left click on 'Start'.
Windows will now attempt to start the service. You will see a progress bar go across the screen. If this then closes down, the service should have restarted. Go back into Platinum and retry a postcode look-up.
- If however you get one of the following messages then you will need to call our Support Team on 0116 2301500, and inform them of the problem and the error code you received.
- One of our Support Team will remotely connect to the server as there are further complications within the Capscan software and/or its link to Platinum.
 | Windows could not start the Capscan Pool Manager on Local Computer. For more information, review the System Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to specific error code 10, 11, 20, 21, 22, 23, 24, 25, 30, 31, 32 & 40 |
