Troubleshooting
Failure of the 3di to load or run as expected is almost always due to one of two things:
A change to the installed version of Microsoft Office or Windows.
Moving or deleting the 3di installation folder or some of its contents.
For most users, the 3di is installed on a computer managed by their Trust or organisation's IT support team. Therefore if the 3di completely stops working, the quickest route to getting it running again is normally to contact your IT team and direct them to this page, and the installation page which will remind them of the steps they took to install the 3di in the first place.
The remainder of this page describes the error messages we have seen before, and can be followed by an IT team or any technically confident 3di user managing their own computer.
Error message: "The text you entered isn't an item in the list"
This occurs when you are completing the interview, and instead of choosing an option from a multiple-choice dropdown, you type in some other text which is not a valid option from the list. In the example below, 'fake value' has been typed in, which will produce the above message.
If you see the error message, tap the Escape (Esc) key twice to clear what you entered, then select one of the valid options.
Error message: "The active content in this file is blocked"
This message appears the first time you run the 3di after installing and does not indicate a problem. Complete the instructions under Installation to dismiss this error.
Error message: "The expression On Click... Automation error"
This error indicates a problem with the way Microsoft Access was installed on your machine.
Specifically, you may have the Microsoft Access Runtime installed alongside a more recent version of the full program, usually Microsoft Access 365. Try this: run Access from the Start menu, click File->Open and navigate to the 3di frontend file to load it directly. If the 3di loads and runs without the error, you can uninstall the Access Runtime from your machine to permanently address the issue.
Error message: "Run-time error '6': Overflow"
This occurs if you attempt to generate a report for a child with an implausibly large age — for example, 1000 years. This can happen if you accidentally mistype the child's date of birth, for example typing the year '1015' instead of '2015'. Correct the child's date of birth and date of interview, then try generating the report again.
Error message: "Compile error..."
This message can appear when you run a very old version of the 3di on a new computer. Specifically, the older 3di version is only compatible with 32-bit Microsoft Office, but your computer has the modern 64-bit Microsoft Office installed. You should contact your IT support team, who may be able to install 32-bit Office for you. Our advice is to upgrade to a more modern version of the 3di.
Error message: "There was an error executing the command"
This error occurs when you open newer versions of the 3di in the Microsoft Access Runtime instead of Access for Microsoft 365.
Workaround:
Run Access from your Start menu. To do this, press the ⊞ Windows key and type 'access' then press Enter.
Access should open with the File menu visible, allowing you to pick which Access file to open.
The 3di5_uk_230122a.mdb frontend file may already be in the list, in which case select it to open.
Otherwise you will need to navigate to your 3di installation folder, which is normally found on your desktop and named on the pattern 3di5_uk_230122a. Within that folder, select the 3di5_uk_230122a.mdb frontend file.
You will need to perform the above steps each time you launch the 3di.
A lasting fix is to uninstall the Microsoft Access Runtime which may be on your computer from an old 3di installation, and make sure Office 365 (including Access and Word) are both installed. If an IT department manages your computer for you, ask them to do this. Full installation instructions are here.
Error message: “System resource exceeded”
This is a shortcoming in Access. The solution is to shut down the 3di (or the whole computer if nothing responds to your clicks) and restart – it’s a matter of just a minute or two, no more than the last response you entered will ever be lost, and you may well be able to continue your conversation with the parents so that they are never aware of the glitch!
Error message: “the template file ... is missing”
This can occur if you have partially moved or copied your 3di installation folder around on disk. This might happen inadvertently due to the use of OneDrive or other cloud sync systems. You may need to reinstall the 3di software. The installation page describes the 3di installation folder structure, and how to install the software.
I generated a Word report a second time but it looks the same or is very long
Remember that if you repeat a report, the new version will be appended to the existing report document – so scroll to the end of the document to find what you need.
Error message: “You must first select a backend”
If you see this message and yet the Main Menu is displaying the name of a backend (rather than displaying no backend), just close the 3di and restart.
Carer deletion and tailored text (Qid 25)
If you delete a carer whose details are reflected in the tailored text of the interview, that text will not be updated on the fly. For example, if Mrs Bloggs is recorded as present at the interview and you then delete her record during the interview, questions will continue to read “Did you, Mrs Bloggs, …” and the like. However, if you use the Case Manager to Close interview and then Revisit interview the text of the affected questions will be updated.
Multiple biological parents
The system will not prevent you from entering more than one biological mother or father; the first entered will be used for tailoring text, in Report generation, and so on. Of course you should go back and correct your error!
Child deletion (Q 3.2.1 to 3.2.3, Qids 6, 1070, 1071)
If you delete from question 3.2.1 a child who is recorded as a sibling or half-sibling, then any records related to that child in Qs 3.2.2 and 3.2.3 will remain in place, but ‘lose’ the child’s name. Probably you should manually delete those ‘orphaned’ records (see Repeating Answer Deletion) – though no positive harm will result from their remaining in place.
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