Troubleshooting Viper

Error message: No connection could be made because the target machine actively refused it.

This message means that we have had to restart the Viper service because of some issue. Usually, you'll find that we've rebooted Viper within about 10 minutes of this problem occurring. Please try using Viper again after about 10 minutes.

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Error message: An existing connection was forcibly closed by the remote host.

This message indicates one of a number of network errors. Usually, you'll find that we've rebooted Viper within about 10 minutes of this problem occurring. Please try using Viper again after about 10 minutes.

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Error message: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.

You may be using an outdated version of Viper (the current version is 1.5.00). We know this message appears for version 1.2.02 and possibly 1.2.03. To fix the issue, try uninstalling Viper. Go START > CONTROL PANEL and choose 'Add/Remove Software' or 'Programs and features' (depending on what version of Windows you are using), select Viper and follow the instructions. Then visit www.scanmyessay.com, download and install the latest version.

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Scan doesn't finish when trying to scan local databases.

Please check the contents of the folder you have indexed as a local database. Some files may cause this issue with Viper - currently we know that XML files will cause this to happen. Make sure that the folders you index only contain file types that Viper supports - currently: .doc, .docx, .pdf, .html, .odt, .rtf, .text, .s, .cs, .app, .java, .ptt, .pttx.

There also may be an issue where you try and scan a document that is contained in a folder you have indexed. Remove the document you're trying to scan from the folder, reindex it and try running the scan again.

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Viper says my essay is in a queue but I've been waiting a long time.

It's possible that many people are trying to use Viper at the same time and the server is very busy. We have found that the busiest time is in the afternoon, around 2-3pm GMT. For faster scans try using Viper in the morning, or late afternoon/evening (GMT).

I'm having problems installing Viper.

You need to uninstall any old version first. Go START > CONTROL PANEL and choose 'Add/Remove Software' or 'Programs and features' (depending on what version of Windows you are using), select Viper and then follow the instructions. Then visit www.scanmyessay.com and download the latest version.

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Viper keeps losing its connection, e.g. 'Connection with the server was lost unexpectedly. This can be a server problem or network problem. Please contact your system administrator. To reconnect, please get back to the 1st step and click 'Change connection' link'

We're likely experiencing heavy use. We have found that the busiest time is in the afternoon, around 2-3pm GMT. For faster scans try using Viper in the morning, or late afternoon/evening (GMT). Avoid these times if possible. You will also find that you are likely to be more successful scanning just one document at a time during busy periods.

If you experience problems not listed on this page, please use the 'report a bug' link in the software to let us know. If there is an error message with the problem, please ensure you send the exact message to us, as this will help us to fix the problem faster!

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