Sales Illustrations Frequently Asked Questions

Questions

We have compiled some Frequently Asked Questions on the following topics. Click on a link to go to that corresponding section.

Installation
Internet Updates
WinFlex Operations
LTCI
Other

Answers

Installation

How do I download and install WinFlex?
WinFlex download and install guides have been included in the Help Links section of this page. Use the CD Install Instructions if you have the Total Access CD. If you are downloading WinFlex from the Illustraions Software page, use the Genworth Pro Online Install Instructions.

During installation, my computer is unable to find installation languages due to a System Language Error. What does this mean?

This problem commonly occurs when trying to download/install using an internet browser other than Internet Explorer. Simply switch your default browser to Internet Explorer and try again.

How do I make Internet Explorer my default browser?
If you do not already have Internet Explorer installed on your computer, you can download the latest version here. Once you have Internet Explorer installed on your computer, you can follow these steps to make it your default browser.

Click "Start" in the lower-left corner of your screen. Go to "Settings" and then select "Control Panel".
Double click on "Internet Options".
Select the "Programs" tab.
If it is not there already, place a check in the check box that should read either "Internet Explorer should check to see whether it is the default browser," or "Tell me if Internet Explorer is not the default web browser," depending on which version you have.
Click "OK".
Close all windows.
Start Internet Explorer.
To make Internet Explorer your default Web browser, click the "Yes" button on the popup box that asks if you would like to make Internet Explorer your default browser.

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Internet Updates

Why are all my products expired?
Why is my software grayed out?
What does the message "Version greater than release supports" mean?
Almost certainly, your products are out of date. You can solve this by performing an Internet Update.

How do I perform an Internet Update?

Note: Tutorials and guides are available in the Help Resources section.

This is a very common error, but it will not harm your software. Finish the Internet Update and WinFlex should continue to function properly.

When I try to do an Internet Update, why do I get a message that there is no internet connection, even though I know that I am connected?
This message comes from having a personal firewall, internet security or some other similar software turned on. The following links are examples of software that could be interfering with your Internet Update. Click one of the links for instructions on how to turn the corresponding software off.

In most cases, turning one or more of these off temporarily while the Internet Update takes place will solve the problem. These instructions may not work for you, depending on how your system is configured. They are intended only to give some guidance as to how you might turn the software off.

Note: The above list is not comprehensive, and there are numerous other firewall and internet security software programs that can block you from doing an Internet Update. This list is provided as an example as to the type of programs that could interfere. Also, your company may have a network firewall that is not installed on your personal computer. If this is the case, you will need to contact your network administrator to allow your Internet Update.

Most firewall and internet security companies have a guide on their website that lists how to turn their software off. Also, many times you can use your favorite search engine to find third-party guides. Try searching online for "How do I turn off (Product Name)" for a guide to turning off software not listed here.

Once your Internet Update is complete, you should turn your firewall or internet security back on!

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WinFlex Operations

Is there a tutorial for basic WinFlex operations?
The Help Resources section has instructions and illustrations for most of the basic WinFlex operations.

How do I remove old companies and their products from my WinFlex software?
To remove old companies, simply click on the Options menu at the top of WinFlex, then choose Remove Company. Select which company you would like to uninstall, and then click Uninstall. When asked, "Remove selected companies," click Yes. You will need to restart WinFlex for the changes to take effect.

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LTCI

I want to run illustrations for Long Term Care (LTCI) products, but why are they not in my Product List?
LTCI first became available with the November 2005 CD distribution, and is now available with the January 2007 CD distribution. If you are still using the software from the November 2005 distribution or earlier, upgrade to the January 2007 distribution and then do an Internet Update. If you are already using the January 2007 distribution, just do an internet update. You will need to make sure that you have the correct company installed and that you have the correct company code.

I am trying to run illustrations for Long Term Care (LTCI) products, but the first field I need to enter is a "company code." What is my company code?
This code should have been provided with your WinFlex software. Check with your Sales Desk or Home Office where you originally obtained the software. Your company code may also have been provided on an insert in the software CD packaging.

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Other

In the past I used WinFlex for another company. I recently installed a Genworth company, but when I start WinFlex the old company's products appear. What should I do?
Select the Product List button on the left side of your screen. In the new screen that appears, select your new Genworth Financial company and one of its products. You can also remove the old company from WinFlex.

I am having problems performing some WinFlex operations such as Internet Updating and creating pdf files using Windows Vista. What could the problem be?
These types of errors usually occur on Vista machines due to Vista's User Account Control (UAC). You will have to disable the UAC, at least temporarily. The easiest method to do this is as follows:

Open up the Control Panel. This can usually be found under Start and then Settings.
Under "User Account and Family Safety", click on "Add or remove user accounts".
Click on one of the user accounts.
Under the user account, click on the "Go to the main User Account page" link.
Under "Make changes to your user account" click on the "Change security settings" link.
In the "Turn on User Account Control (UAC) to make your computer more secure" click to unselect the "Use User Account Control (UAC) to help protect your computer". Click on the Ok button.
You will now be prompted to restart your computer. Do so and you should be up and running.
In order to turn UAC back on, go back through these steps and re-select the "Use User Account Control (UAC) to help protect your computer".

What do error messages such as "vsflex7d.ocx or one of its dependencies has failed to register" mean?
This means that you need to register the file. For instance, if the file that has failed to register is vsflex7d.ocx, as in the above question, you would use the following steps to register the file:

Click on "Start" in the bottom left-hand corner of your screen.
Select "Run...".
In the Run box, type "regsvr32.exe vsflex7d.ocx" without the quotation marks. If your error was with another file, such as vsprint7.ocx, then you would type "regsvr32.exe vsprint7.ocx" without the quotation marks.
You should receive a message that RegSvr32 has succeded.
If you did not receive this message, or this did not fix your problem, contact the Help Desk.

As an alternative to these instructions, you can follow the instructions given in the Downloads section to try running the program regfiles2.exe.

My problem was not solved through information on the Help Portal. How do I contact the Help Desk?
You can contact the Help Desk by emailing techsupport@genworth.com or by calling
1 888 325.5433 ext. 5555.

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