FAQs

General:
1. How do I upgrade my Cube products to the latest version?
2. How do I submit a technical support question?
3. How can I get a demonstration copy of the Cube software?
4. How can I get a price quote for Citilabs software products?

Software Licensing, Installation and Versions:
5. How can I tell what version of Cube I currently have installed?
6. How can I tell if my maintenance has expired or not?
7. How do I find my Cube license number?
8. How do I know if I have ArcEngine Runtime installed or not?
9. How do I know what version and/or service pack of ArcGIS Desktop or ArcEngine Runtime I currently have installed?
10. How do I know what my dongle number is?
11. Error: Unable to find a Citilabs license. Please reinstall your license
12. Error: Computer with more than 2 processors must use Network DK2 Access
13. Error: Hardlock driver not found, please install driver
14. Error: The decompression of %s failed. There may not be enough free disk space available in the temp directory.
15. Error: Error – no ArcGIS license available (Product code 0 status code 60)
16. Error: One or more ArcGIS version 9.3.1770 product(s) exist on your machine. You must uninstall them before installing ArcGIS Engine Runtime 9.2.

Cube Base:
17. How do I convert a TransCad highway network into a Cube highway network?
18. Error: Error loading application {application name}.app due to unrecognized application file version.
19. Error: Tranplan Program {PROGRAM NAME} has failed to start.
20. Error: Unable to Open the Application Manager resource file: C:\Program Files\Citilabs\Resource\twmenu.RSC.
21. Error: Error running Application Manager

Cube Voyager, Cube Cluster, and Cube Avenue:
22. Issue: Cube Cluster nodes will shut down unexpectedly.
23. What is a "Floating point overflow" error and what does it mean?

1. How do I upgrade my Cube products to the latest version?

To upgrade your previously licensed installation of Cube, go to http://www.citilabs.com and login with your Citilabs web account. For instructions on how to register on www.citilabs.com, see http://www.citilabs.com/how_to_register.html.

Once you are registered and logged in, go to the "Services & Support" page and click on the "further information" link under the heading "Downloads" to see links to the current released Cube product installers.

Click on the product you wish to upgrade to download the installer.

Once the download is complete, run the self-extracting executable file and follow the prompts to install the updated version of the product.

2. How do I submit a technical support question?

Go to www.citilabs.com and login with your Citilabs web account. For instructions on how to register on www.citilabs.com, see http://www.citilabs.com/how_to_register.html. Once you are registered and logged in, go to the "Services & Support" page and click on the "further information" link under the heading "Product Support".

On the Product Support page, click the “Support Form” button and fill in all of the fields.

3. How can I get a demonstration copy of the Cube software?

Go to http://www.citilabs.com/request_demo.html to request a demonstration license for the Cube software.

4. How can I get a price quote for Citilabs software products?

You can request a price quote or ask specific questions about citilabs products you are interested in by going to http://www.citilabs.com/get_quote.html or send an email to sales@citilabs.com.

5. How can I tell what version of Cube I currently have installed?

Open Cube and from the Help menu select the 'About' menu item. A dialog will open showing you the current program version and build date, your license number, your maintenance expiration date, whether ArcGIS Desktop or Engine Runtime is installed and what version, as well as information on OS, system memory and available processors

6. How can I tell if my maintenance has expired or not?

7. How do I find my Cube license number?

Your license number is a number associated with license installed on a particular machine. This number may or may not be the same as the Dongle number. Open Cube and from the Help menu select the 'About' menu item. A dialog will open showing you the current program version and build date, your license number, your maintenance expiration date, whether ArcGIS Desktop or Engine Runtime is installed and what version, as well as information on OS, system memory and available processors

8. How do I know if I have ArcEngine Runtime installed or not?

9. How do I know what version and/or service pack of ArcGIS Desktop or ArcEngine Runtime I currently have installed?

10. How do I know what my dongle number is?

The dongle number is a physical number that is printed on your dongle hardware device. This number may or may not be the same as your license number. To find the number, remove your dongle and inspected it to find the number.

11. Error: Unable to find a Citilabs license. Please reinstall your license

If you see this error after successfully installing your license, it may be due to a bug in the Cube 5.0.2 installer. Please go to the download page (http://www.citilabs.com/all_download.html) and try downloading and running the latest installers listed on that page.

12. Error: Computer with more than 2 processors must use Network DK2 Access

Please download and install the driver http://www.citilabs.com/release/dnsrv32.exe. Choose the default options for the driver. If the error persists, please submit a support request at http://www.citilabs.com/product_support.html.

13. Error: Hardlock driver not found, please install driver

The DK2 dongle driver did not install properly. Run the Cube software installer again to install the driver.

14. Error: The decompression of %s failed. There may not be enough free disk space available in the temp directory.

Reboot the computer and clear out the contents of the Windows temp directory %temp%. Rerun the DK2 driver (dk2wn32.exe or dnsrv32.exe).

15. Error: Error – no ArcGIS license available (Product code 0 status code 60)

No ArcGIS 9.2 or 9.3 license was found. If you are running a commercial license, you may need to reinstall Cube 5 so that ArcGIS Engine Runtime is properly installed and authorized.

16. Error: One or more ArcGIS version 9.3.1770 product(s) exist on your machine. You must uninstall them before installing ArcGIS Engine Runtime 9.2.

Please contact Citilabs support at http://www.citilabs.com/product_support.html for help resolving this error.

17. How do I convert a TransCad highway network into a Cube highway network?

To export a network from TransCad to Cube, follow these steps:

1) Open your network in TransCad. Make sure it is selected as the target layer in the map view toolbar.
2) Go to "Dataview > Formula Fields..." in the menu to open the Formula dialog.
3) Click on the "Node Fields..." button to open the Node Formula Fields dialog.
4) Under "Choose one or more node fields" you will see a list of fields associated with the nodes in your network. One of these (usually ID) contains your unique node numbers. Select it from the list. Under "Option" select "Both" and hit the OK button.
5) The Dataview for your network should now include the "From ID" and "To ID" node fields, which are equivalent to Cube/Voyager A and B nodes. You can verify this by opening the Dataview to look at the attribute table.
6) To export your data, go to "Tools > Export..." in the menu to open the "Export highways/Streets Geography" dialog. Under "Export" select "All features," and under "To" select "ESRI Shape." Make sure that "Include Dataview Data" is selected under "Options”. A "Save As..." dialog will appear; browse to the directory where you wish to save your data and enter the desired shapefile name.
7) Import the shapefile into Cube network by following the instructions in the Cube Base documentation under " Network Window > GIS tools > Build network from shapefile."

18. Error: Error loading application {application name}.app due to unrecognized application file version.

You are trying to open a Cube model created with a newer version than you are currently running. You will need to either upgrade to a newer version of Cube or find an older compatible version of the model.

19. Error: Tranplan Program {PROGRAM NAME} has failed to start.

Copy C:\Program Files\Citilabs\CubeVoyager\TMonitor.exe into C:\Urbansys\.

20. Error: Unable to Open the Application Manager resource file: C:\Program Files\Citilabs\Resource\twmenu.RSC.

Cube and TRIPS32 may not be properly installed. Please reinstalling using your software DVD or if you are under maintenance, download and install the latest version at http://www.citilabs.com/all_download.html.

21. Error: Error running Application Manager

22. Issue: Cube Cluster nodes will shut down unexpectedly.

This is a known issue in Cube 5.0.2. Please contact Citilabs support at http://www.citilabs.com/product_support.html for a fix.

23. What is a "Floating point overflow" error and what does it mean?.

A floating point error is a mathematical computation error and an "overflow" means a computation is exceeding the upper limit of the programs capability to compute a number. Alternatively a "Floating point underflow" error would indicate a computation exceeding the lower limit of the programs capability to compute a number Voyager performs all computations as floating point, double precision computations but there are upper and lower bounds to size and precision to which something can be computed. This error commonly occurs when using the voyager numeric exponential function EXP. As an example consider a volume delay function that includes the following term: Exp (3.8*V/C)

From the documentation for the EXP numeric function, the upper limit of argument for EXP is 88...

EXP(x) Exponential e to the x. (-103 < x < 88)

If the volume to capacity ratio in this example exceeds 88/3.8 (23.16) for any link in the network then an overflow condition will be created. In early iterations of assignment, V/C ratios for some links can be quite high, also network coding errors which result in artificially low capacities (incorrect number of lanes or incorrect CAPCLASS for example) can also lead to artificially high V/C ratios.

If you encounter this type of problem consider using the MIN or MAX numeric functions. In this example if you use a MIN function such that an overly large value is not being passed as the argument of the EXP function as in...

Exp (MIN(20,(3.8*V/C)))

You will never get an overflow error from this computation.

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