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IATA Digital Publications Support

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Do you need help with your IATA application? See these Frequently Asked Questions and product support specifications for IATA software applications and digital publications, including activation and deactivation, and other technical support issues. 

Frequently Asked Questions

Are IATA applications available for Mac computers.

IATA applications are delivered in a native Windows format. Mac versions are not available.

Some customers do use IATA applications on their Mac computers using a virtualization layer. The application is installed within a virtual Windows computer on the Mac device, hosted in a virtualization product such as Parallels Desktop, VMWare Fusion or Oracle VirtualBox.

Your IT Support colleagues may be able to advise and assist on using such a solution.


I can't use automatic/online activation. How do I perform a manual/offline activation?

  1. Start the application. It will prompt you to activate the product. Click Next.
  2. Enter your email address twice.
    Enter your email address
  3. Unless there are special Internet restrictions on your network, Click "No" when prompted for special proxy credentials.
    Special proxy credentials
    If special proxy credentials are required, you may have to talk to your IT department for the details.
  4. Click Next, then Next again.
  5. Click Activate.
  6. Select the 4th option: "Other options..."
    Other options
  7. Click on "Manually activate"...
    Manually activate
  8. Enter the product key.
  9. Select "Save the Activation Request file" and save it to your Desktop.
    Save the Activation Request file
  10. While keeping the installer window open, go to our Manual Activation page at: https://pubdownload.iata.org/ManualActivation.aspx​
  11. Upload the ActivationRequest.XML file you just saved.
    Upload the activation request file
    If you encounter problems uploading the file, you can also open it in Notepad, and copy-paste its content into the big text box underneath.
  12. Select the option "Download the Activation Response XML file" and save it to your Desktop.
    Download the Activation Response XML
  13. Return to the installer window, and select the 2nd option "Open the Activation Response file".
    Open the Activation Response file
  14. Select the requested file (saved to Desktop), and this should complete the offline activation.

How do I deactivate/release a product key to transfer an IATA application to a new computer?

If you still have access to the initial installation, you can deactivate the product directly from the application...

- In the Tools menu, select Deactivate.

... or from the application's control panel:

  1. Go to Start menu > All Programs > IATA > [Product Name] > Tools > Control Panel
  2. In the control panel, go to the Activation tab and click "Deactivate online"
    Deactivate online
    If the online deactivation cannot be performed, an offline deactivation may be required.
  3. Go to Start menu > All Programs > IATA > [Product Name] > Tools > Control Panel
  4. In the control panel, go to the Activation tab and click "Offline deactivation"
    Offline deactivation
    The file "DeactivationRequest.xml" will be saved to your Windows desktop.
  5. Go to IATA's Manual Deactivation page at https://pubdownload.iata.org/ManualDeactivation.aspx​ and upload the deactivation request file.
    Upload the deactivation request file
    If somehow you cannot upload the file, you can copy-paste the content of the DeactivationRequest.xml file into the large text box.
  6. Click "Process deactivation request"

Once the product has been successfully deactivated, you can then install and activate the application on another computer, using the same product key.

If you do not have access to the old computer and cannot perform the deactivation, please contact the Publishing Support team at cbpsupport@iata.org.

1) In the subject, please mention the product and action required. For example:

Support Request: DGR 2016 deactivation
Or
Support Request: AHM 36 deactivation

2) In the body of the message, please be sure to include the following information:

  • Product name and edition : 
  • Product key : 
  • Reason for deactivation request : 

IATA will most often be able to respond within one business day (EST).


How do I download an IATA application setup/install file?

IATA application download links expire after 30 days. If you received a product download link more than 30 days ago and have not yet activated the application, a new download link may be requested:

  1. Visit IATA's downloads page: https://pubdownload.iata.org
  2. On the left side of the page, make sure "Download an Installer" is selected:
    Download an installer
  3. Then select the product in the list, enter your product key and email address.
  4. If you are trying to install an older version, make sure you select "Previous Editions" or "Older Editions":
    Current or Previous Editions
  5. Click Validate.

A link to the application setup file will be delivered. We recommend you Save the file to your computer, and keep the product key for your records.


How do I access the IATA Lithium Battery Shipping Guidelines (LBSG) Online?

The IATA Lithium Battery Shipping Guidelines (LBSG) Onl​ine is a paid subscription product.

It may be purchased via IATA’s online store​.

For purchasing assistance or for questions about the product, please contact IATA’s Customer Care team at custserv@iata.org.


How to update the application in a Floating License IATA application setup?

Note: This information applies to the Floating License version of IATA applications. It is intended for individuals responsible for managing a Floating License IATA application setup, most often members of an IT group.

Most IATA applications include an automatic update feature. However, in a Floating License setup the automatic update feature may be disabled for a variety of reasons. In such a case, checking for and applying available updates to an IATA application is a manual process.

Automatic/online update

  1. Go to Start menu > All Programs > IATA > [IATA Product Name] > Tools > Control Panel
  2. Go to the Updates tab, and click on "Check for updates online…"
    Check for updates online

Offline update (for those that cannot use online update)

  1. Visit IATA's Publication Download Center at: https://pubdownload.iata.org​
  2. On the left side, select "Download an Update:".
    Download an Update
  3. Choose an update in the list. Enter your product key, and your email address. Click Validate. A link to the offline update file will be delivered.
    Choose an update
  4. Save the update (.ZIP) file to your computer. Do not extract the contents of the ZIP file.
  5. Open the IATA application Control Panel:
    Start menu > Programs > IATA > [IATA Product Name] > Tools > Control Panel
  6. In the 'Updates' tab, click 'Offline update...'
    Offline update
  7. Click on 'Locate update package…', go to the folder where the ZIP file was saved, and select the package file.
    Locate update package
  8. This should complete the offline update process.

Support Topics

Error message: The 'Microsoft.ACE.OLEDB.12.0' provider is not registered on the local machine OR Error message: "Not a valid password" when launching an IATA application. The IATA application may open, but content sections are empty/blank.

​Some IATA applications (e.g. DGR, LAR, PCR) rely on the presence of the Microsoft Access Database Engine 2007 component. The Access DBE 2007 should normally be installed during the installation of the IATA application, if not already present.

Check in Windows Control Panel > Programs and Features for 'Microsoft Office Access database engine 2007:

Microsoft Office Access DBE 2007

If the item is not present in the list, the Microsoft Access DBE 2007 must be installed. It may be obtained from the Microsoft web site:

https://www.microsoft.com/en-ca/download/details.aspx?id=23734​
[2007 Office System Driver: Data Connectivity Components]

Note: Installation of the Microsoft Access Database Engine 2007 requires administrator permissions on the local computer.

If it is already installed, it could be another Microsoft Access component (such as a more recent version) is interfering with the 2007 DBE component.

Possibly, the Microsoft Access product is in an incomplete state, the installation has not completed properly:
- If applicable, try launching Access 2013 to complete its initialization, then start the IATA application again.

Rarely, a Microsoft Access Runtime is present on the computer, but needs to be updated, initialized or repaired:
- If applicable to the computer, perform a Repair operation on the Access component.

Repair program

PDFs fail to open in Adobe Reader from an IATA application's Toolbox or Supporting Documents section.

Some IATA applications include a 'Toolbox' or 'Supporting Documents' section, containing a number of PDF files. When clicked the files should open outside of the IATA application interface, usually in Adobe Reader. In some instances, Adobe Reader may open, but the PDF file does not.

Disabling the Adobe Reader 'Enable Protected Mode at startup' feature has solved the issue for some users:

  1. Open Adobe Reader
  2. Go to Edit menu > Preferences > Security (Enhanced) > and uncheck Enable Protected Mode at startup
    Adobe Reader Protected Mode at startup

If this doesn’t fix the issue, or you do not want to disable the feature, you can access the PDFs directly, which are usually stored in one of the following location (you may have to toggle “Display Hidden Files or Folders” - ask your IT team if unsure):

C:\Users\[user name]\AppData\Roaming\IATA\[Product Name]\PDF (or \Toolbox)
Or
C:\Program Files (x86)\IATA\[Product Name]\PDF (or \Toolbox)

Tip: Hold the Ctrl key and click the PDF link within the IATA application interface.
This should open a Windows Explorer window at the folder where the PDF files are stored.

CTRL click PDF link

Or you can right-click the IATA product desktop icon, and select "Open file location". Windows Explorer will open the folder where the application is installed. The PDF (or Toolbox) folder will be available there.


Activation in a virtual environment (virtual computer, virtual desktop, distributed application, etc.).

Activation within virtual environments is not enabled for IATA applications. IATA apologizes for any inconvenience this may pose.

In some cases virtual environment activation may be enabled. Email cbpsupport@iata.org with a description of what you are trying to achieve in terms of installation conditions, including the following points:

  • The name and product key of your IATA product(s).
  • Virtualization type (e.g. virtual machine, virtual desktop, virtual/distributed application, etc.).
  • Target operating system (e.g. Windows 7, Windows Server 2012 R2, etc.).
  • Virtualization product used (e.g. Parallels Desktop, VMWare Fusion, VMWare ThinApp, Citrix XenApp, Microsoft App-V, Remote Desktop Services, etc.).
  • The number of core users.
  • The number of infrequent users.
  • Geographical distribution.

Automatic update fails to check for or fails to download updates.

Many IATA applications include an automatic update feature. When the auto update feature does not succeed it is usually because of security layers in place on the computer or in the organization’s network environment.

If you receive a "failed to check for updates" or "failed to download update" error message (top right corner of IATA application interface), assistance from your IT Support Desk will be needed. The assistance might include adding the application executable (e.g. ‘DGRENo.exe’, for the DGR) and ‘wyUpdate.exe’ programs (both located in the IATA application install folder) to an unblock list of some kind, or entering proxy server information to allow outbound communications by the IATA application.

Information about update feature communications can be found in the application Readme file:
Start menu > Programs > IATA > [IATA Product Name] > Readme

When the automatic/online update method cannot be used, you may be able to use an offline update file instead. Recent editions of some IATA applications include a Control Panel from which an offline update may be applied.

  1. Visit IATA's Publication Download Center at: https://pubdownload.iata.org​
  2. On the left side, select 'Download an Update'.
    Download an Update
  3. Choose an update in the list. Enter your product key, and your email address. Click Validate.
    A link to the offline update file will be delivered.
    Choose an update
  4. Save the update (.ZIP) file to your computer. Do not extract the contents of the ZIP file.
  5. Open the IATA application Control Panel:
    Start menu > Programs > IATA > [IATA Product Name] > Tools > Control Panel
  6. In the "Updates" tab, click "Offline update"...'
    Offline update
  7. Click on "Locate update package…", go to the folder where the ZIP file was saved, and select the package file.
    Locate update package
  8. This should complete the offline update process.

Printing from an IATA application.

Printing is not enabled for the main content of most IATA applications. Product information is meant to be accessed via the graphical user interface only.

The documents included in the 'Supporting Documents' or 'Toolbox' section of an IATA application (if applicable) open outside of the application's interface (in Adobe Reader, for example) and can be printed.

For IATA applications with a grid/table section (e.g. the Identification section in the DGR), printing is enabled for the result of a report preview. Double click an entry in the grid to generate an item information report.


IATA application install instructions.

  1. Install an IATA application for Current User (the user presently logged in to the computer) by double clicking the setup file.
    Note: To install for All Users, right-click the setup file and choose Run as administrator. You may need to ask your IT department.
  2. We advise to keep the default installation folder location.
    The default installation folder for Current User is:
    C:\Users\[username]\AppData\Roaming\IATA\[Product Name]
    The default installation folder for All Users is:
    C:\Program Files (x86)\IATA\[Product Name]
  3. The IATA application requires the presence of the Microsoft .NET Framework 2.0. Some IATA applications (e.g. DGR, LAR, PCR) also require the Microsoft Access Database Engine 2007. If one or both components are not already installed, the IATA application setup process should prompt for the installation of the missing component(s). Installation of these components requires administrator access on the local computer.
  4. After the setup completes, a desktop icon will be created, e.g. "DGR 57th (2016)".
  5. Launch the IATA application via the desktop icon, or from the following location:
    Start menu > Programs > IATA > [Product Name]
  6. Upon first launching the application, a Product Activation dialog will open. The IATA application must be activated before it can be used. Use the product key received with the IATA application setup to activate the product.

IATA application offline update.

Offline updates are available for recent editions of some IATA applications. An offline update package may be applied via the IATA application's Control Panel applet.

  1. Visit IATA's Publication Download Center at: https://pubdownload.iata.org​
  2. On the left side, select 'Download an Update'.
    Download an Update
  3. Choose an update in the list. Enter your product key, and your email address. Click Validate.
    A link to the offline update file will be delivered.
    Choose an update
  4. Save the update (.ZIP) file to your computer. Do not extract the contents of the ZIP file.
  5. Open the IATA application Control Panel:
    Start menu > Programs > IATA > [IATA Product Name] > Tools > Control Panel
  6. In the 'Updates' tab, click 'Offline update...'
    Offline update
  7. Click on 'Locate update package…', go to the folder where the ZIP file was saved, and select the package file.
    Locate update package
  8. This should complete the offline update process.

Error Message: "Exception at runtime initialization. Exception: The type initializer for 'NetTrace.Trace' threw an exception" when launching an IATA application.

When launching an IATA application (e.g. DGR) an error message appears, and the application does not open. The message title may be similar to "Exception at runtime initialization", and the message body similar to "Exception: The type initializer for 'NetTrace.Tracer' threw an exception.. Root element is missing. C:\Users\[user name]\AppData\Local\ IATA\DGRENo.exe_StrongName_llg3yq0jfsu4o1il2kh12bmrt5lkygbr\56.0.0.0"

Exception at runtime initialization

This type of message may be the result of a damaged configuration file.

Resolution

  1. In Windows Explorer, navigate to the folder indicated in the error message, something that looks like:
    C:\Users\[user name]\AppData\Local\ IATA\DGRENo.exe_StrongName_llg3yq0jfsu4o1il2kh12bmrt5lkygbr\56.0.0.0
    Note: Space characters have been added above to enable text wrapping.
  2. Rename the file "user.config" to "OLD.user.config".
    user config file
  3. Start the IATA application again. It will recreate a new user.config file.

Error message: "Read PDF. An exception occurred. Object reference not set to an instance of an object" when launching some IATA applications (e.g. AHM, PSCRM).

​The error may come as the result of having installed the IATA application to a UNC path (a folder location beginning with "\\").

IATA applications must be installed to a folder location beginning with a drive letter, e.g. C:\.

We strongly recommend that the application be installed to the default folder, recommended during setup.

If the setup file is launched without elevation, this will be:
C:\Users\[username]\AppData\Roaming\IATA\[Product Name]

Or if the setup file is launched with elevation (Run as administrator) this will be:
C:\Program Files (x86)\IATA\[Product Name]

Tip: To find where an application has been installed, on most Windows computers, you can right-click the IATA application desktop icon, then select "Open file location".

Resolution

Re-install the IATA application to a non-UNC path, e.g.:
C:\Users\[user name]\AppData\Roaming\IATA\[Product Name]

Or you can map a drive letter to the target location, then adjust the desktop icon 'Target' and 'Start in' values to point to the drive letter path. (Ask your IT department if you require help with this part)


Technical support assistance contact for an IATA product.

If you require assistance with an IATA electronic publication (e.g. DGR, AHM, LAR, RAM, etc.) please email IATA Product Support (pubsupport@iata.org).

  1. In the subject, please mention the product and topic. For example:
    Support Request: AHM 37 deactivation
    or
    Support Request: DGR 2017 update error

  2. ​In the message, please be sure to include the following information:
    Product name and edition :
    Product key :
    Description of the issue :​

IATA will most often be able to respond within one business day (EST).



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