Frequently Asked Questions

Mozilla Firefox

When dragging a tab in Firefox from one screen to a second screen (i.e. EMS, Intray, Calender) certain button become non-responsive?

  • By simply refreshing the second screen all items will become functional again.

Google Chrome

I opened the composer to full screen while writing an email and now my text is not being recorded in Cygnet?*

  • In the above situation please close the full screen mode in the composer and start it again.

I have performed a hard refresh (Ctrl+F5) as requested, however the changes are not taking effect as I expected.

  • Google Chrome is known for not removing all of the stored cache, it is therefore necessary to repeat the steps again to make sure that the cache has been cleared.

I am having issues with my plugins for Google Chrome? What’s wrong?

  • Enabling NPAPI in Chrome Version 42 and later

As of Chrome Version 42, an additional configuration step is required to continue using NPAPI plugins.

In your URL bar, enter:

Click the Enable link for the Enable NPAPI configuration option.

Click the Relaunch button that now appears at the bottom of the configuration page.

Developers and System administrators looking for alternative ways to support users of Chrome should see this blog, in particular “Running Web Start applications outside of a browser” and “Additional Deployment Options” section.

Cygnet DMS

When I opened the context menu by using the right mouse button not all menu items are visible. What do I do?

The situation described above has to do with the resolution of the computer monitor. It is best to use the arrow keys on your keyboard to navigate through any context menu items that are not visible.

The calender in the filing wizard only has a number of years selectable

This selection is dynamic, when you select the latest and/or earliest year the selection moves up by 5 years.

If the viewer is having difficulty in loading a large document try:

Regenerate preview.
Re-index full text document. (Which will generate a new preview)

Cygnet EMS

Why does it take longer for my emails to arrive in Cygnet EMS?

Cygnet EMS is an intelligent email system which not only includes the display and response to emails within the entire organisation but also includes the automatic linking of emails to Contacts, Infohubs and/or Projects within Cygnet.

  • In the situation where the import of the emails is taking top long, the user can select the Get mail button.

I have added all the login information when creating a mailbox, however when I press save nothing happens. What went wrong?

  • The situation detailed above occurs when incorrect credentials have been entered during mailbox creation. Please verify the details and try again.

I do not see the Sent folder in the EMS? How am I supposed to retrieve my sent e-mails?

  • In the Cygnet EMS the retrieval of received and sent e-mails are done in the same manner. Simply go to your contact, by typing your name into the Search contact field. Once selected you can perform a search on all emails sent from your contact.

My view of emails and their content has gone blank?

  • This situation occurs when you have either zoomed in or out in your browser. To retrieve your view please reset the zoom in the settings of your browser or alternatively press Ctrl+0.

In the composer of the EMS the buttons: Confidential, Office and Priority are not working correctly?

  • This issue occurs in Google Chrome due to deprecated functionality in the browser. This item will be resolved in a future update of Cygnet.

I have received an email with an attachment but the paperclip icon is not showing?

This issue occurs when you view an email message that contains malformed MIME content. In this case, Cygnet EMS cannot display the inline attachment in the message. This behavior is by design because the Cygnet EMS follows the RFC2387 The MIME Multipart/Related Content-type specification document for inline attachments in messages.

  • The solution to this issue is to open the email in fullscreen, within the EMS and the paperclip will show and the inline attachments will be available.

Firefox/Chrome will not let me use the copy/paste functionality while composing an Email

This issue occurs because the text editor in the composer does not have permission to access your clipboard. To allow for this functionality, please turn on the spell check functionality and you will receive permission and will be able to copy/paste.

Tips & Tricks

Here are a few tips on how to use Cygnet!

An Infohub has been added or removed by another user and the changes have not taken place in my view yet?

To make sure all changes have taken place it is best to clear your cache in cygnet. To do this please do the following: Go to the My Cygnet menu in the top toolbar and click on Clear Cache. You now have the latest and greatest view of the Cygnet structure.

Before my Purchase

What is Cygnet Cloud?
Cygnet Cloud allows you to structure, organise, manage, control and unify access to all your files, emails and contacts in a single secure location. You have control of your life with 24/7 access regardless of the device in use. Just log in using your browser and start working. Simple

How is it different to other cloud storage services?
With Cygnet you work exclusively in the cloud. No more syncing and searching different devices for files and data.

How does it help me?
Increasing the organisation of your personal files will free up valuable time to spend with friends and family.

Can I share files with others?
Yes! It is simple to work and share with others whether you want to share a single file or folders.

Do I have to change my email provider?
No just point Cygnet Cloud to your email folders and you gain control of all your data.

What about my existing digital files and emails?
Simply import your existing files, emails and contacts using the tools provided whether they be on your local computer or in cloud storage.

Can I get a refund?
After signing up for a paid Premium or Enterprise account you have a 30 day money back guarantee. If you have taken advantage of our 30 day free trial this means that you have 60 days to evaluate the difference Cygnet Cloud makes to your life.

How do I get started?
Get your 30 day free Cygnet Cloud here. We are so confident in Cygnet Cloud we offer an additional 30 day money back guarantee. You have an incredible 60 days to decide.

Will I still have access to the files if I cancel my premium membership
If you cancel your premium subscription you will retain a FREE membership plan which is limited to the plan’s restrictions and features. All your files will remain in your account subject to the storage capacity.

How will I save time using Cygnet Cloud?
When you use the template options and store your files in an organised manner then you can quickly and easily find your data. You also have access to all your files, emails and contacts from any device. No more searching different computers, tablets or filing cabinets for that piece of information. This can save each office worker up to 8 hours a week. That is like fitting 6 days into a 5 day week.

What about saving time at Home?
OK. How often have you needed a copy of an insurance policy or an appliance guarantee? Well with Cygnet Cloud you know where it is and you can get to it easily. Simply login in and away you go.

What if I just want to upload without structuring?
Cygnet Cloud gives you the option to decide. Perhaps you want structure on some parts of your life, while you are happy to dump the rest in a shoebox. With Cygnet, you decide.

What if I’m not online?
With OurDrive you can create and save files on your local computer. As soon as you get online your files will automatically be transferred to Cygnet Cloud.

Do I own my files?
Your files are your files and are NOT copies of somebody else’s files. You can download your files any time you wish.