FAQ file generated as of 11/6/2009 10:54:52 AM

1 How to configure Web+Center running on 64 bit OS to use a 32 bit Access Driver One can easily run IIS in 32 bit mode rather than 64 bit by simply changing the default application pool to "enable 32 bit" applications. Thanks to an article by Amy Blankenship on 64 bit Windows, IIS and Access, this simple solution basically runs IIS in 32 bit and then allows integrated 32 bit applications and drivers such as the Access ODBC 32 bit driver to run. This will make all of the applications of the default website run in this 32 bit mode. To change IIS to run in 32 bit mode, Open IIS manager and select the View Application Pools" on the right hand menu options Select the Default App Pool Click on Advanced Settings... Simply change the "Enable 32 Bit Applications" flag from False to True. Close IIS Configure 32 Bit ODBC Drivers By default on a 64 bit OS, the default ODBC Datasources setup is a 64 bit application that only shows 64 bit drivers. Since Microsoft does not have a 64 bit Access driver so you won't see any Access drivers available. The 32 bit version of the ODBC database sources still exists on the 64 bit machine, but you must run it separately using the START... RUN command with the file path: C:\Windows\SysWOW64\odbcad32.exe Date Created: 10/30/2009 Last Modified: 10/30/2009 Date Created: 10/30/2009 Problem Type: Problem Report Item: Web+Center 6.0 2 How can you run Access ODBC 32 bit dirvers on a 64 bit version of Windows 2008 or Windows 7? The default ODBC that is running under 64 bit Windows 7 is their 64 bit version and it only lists drivers that are 64 bit. To launch the older 32 bit version of the ODBC drivers that contains the 32 bit Access drivers required for Web+Center, First click on the RUN option and then enter the file path for: C:\Windows\SysWOW64\odbcad32.exe This will launch the 32 bit version of the ODBC drivers and it includes the 32 bit Access drivers. Date Created: 10/22/2009 Last Modified: 10/22/2009 Date Created: 10/22/2009 Problem Type: Question Item: Web+Center 6.0 3 Problem displaying Tech Case form with version 6.0 downloaded in August 2009 The Tech Case form display the error message: Microsoft VBScript runtime error '800a005e' Invalid use of Null: 'Replace' /tech60/TCaseForm.asp, line 706 This error has been identified and fixed in future releases. Go to the Version 6.0 version server (see link below) and then grab the latest version of the TCaseForm.asp module and replace the existing TCaseForm.asp module. Date Created: 09/01/2009 Last Modified: 09/01/2009 Date Created: 09/01/2009 Problem Type: Problem Report Item: Tech+Center 4 TELNET Methods to debug SMTP connectivity issues The Tech+Center requires a connection to a open SMTP server. To verify that you STMP server will be compatible with the Tech+Center email approach, run the following test. Using a telnet tool, try the following approach. Replace mail.myserver.com with your own SMTP mail host name. You should do this on the webserver itself. Type: telnet mail.myserver.com 25 (You should get something back) Type: HELO (the Webserver IP address) like HELO 207.20.133.115 (You should get something back) Type: MAIL FROM:<support@inet-sciences.com> (You should get a sender ok message) TYpe: RCPT TO:<test@inet-sciences.com> (You should get a message saying recipient ok) Type: DATA (You should get a message like enter mail with a . on a line by itself.) TYPE: Some mail message now TYPE: . (You should get a message like message accepted for delivery) TYPE:QUIT (It should display a message like closing connection) If you encounter different messages, you mail server may not be configured to accept mail from the web+center application. If the mail server is locked down, it may not work. Date Created: 05/17/2000 Last Modified: 02/07/2008 Date Created: 05/17/2000 Problem Type: Problem Report Item: Web+Center Installation 5 Issues with Web+Center on early Vista Installations There appears to be some problems with installing Web+Center on Vista when the version of Vista is before mid 2008. The step where most users get hung up is on the database connectivity step. It appears the the ODBC drivers for Access at that time were buggy and it is difficult to upgrade the drivers so the solution is to install on a newer version of Vista, or return back to XP, 2003 or we have users on OS version 7 which appears fine too. Date Created: 04/06/2009 Last Modified: 06/23/2009 Date Created: 04/06/2009 Problem Type: Problem Report Item: Web+Center 6.0 6 SMTP authentication failures If you are having troubles connecting to an SMTP mail server that requires authentication in version 6.0 or version 5.0, a fix was made to the sendemail.inc file in the language directory that used passing username and password for SMTP authentication. Please get the latest version of that file (dated after 10/23/2008) to correct this problem. You can obtain that file from our Version Server for the Language Directory Connecting to a local host, or exchange server with an open relay will still work before this change. Date Created: 10/24/2008 Last Modified: 10/24/2008 Date Created: 10/24/2008 Problem Type: Problem Report Item: Web+Center 6.0 7 When testing and configureing the LDAP/AD user login, the DoAutoLogin.asp page in the customer+center login gives the error: "You are not authorized to view this page" This error message may occur Integrated Windows Authentication is not checked. To Configure this, got to ISS and under default website properities, directory security, annonymous and authentication control options, check the Intergrated Windows Authentication Option. Date Created: 11/07/2006 Last Modified: 11/07/2006 Date Created: 11/07/2006 Problem Type: Problem Report Item: Web+Center 5.0 8 How to customize web+center for a non standard (80) HTTP port If the web+center installation does not use the standard webserver port of 80, there are some customizations that have to be made to make the login links in the notification emails work correctly and the links to the attached files. If you are using a http port like 8080, one should make the following customizations to the webcenter modules. This will be a configurable item in future releases. Techcenter: DoTcaseForm.asp - Search for all lines that contain the string: CaseLink You will line like: CaseLink = "http://" & hostname & Virtual_path.. change this to: CaseLink = "http://" & hostname & ":8080" & Virtual_path There will be about 4 places to make this change in DoTCaseForm.asp Module: Doattachfiletocase.asp A similar line customization must be made there too Customercenter: DoCaseForm.asp - Search for all lines that contain the string: CaseLink You will line like: CaseLink = "http://" & hostname & Virtual_path.. change this to: CaseLink = "http://" & hostname & ":8080" & Virtual_path There will be about 4 places to make this change in DoCaseForm.asp DoCDownload.asp - Do a similar fix to this module. Date Created: 03/06/2009 Last Modified: 03/06/2009 Date Created: 03/06/2009 Problem Type: Problem Report Item: Web+Center 6.0 9 SQL*Server versions default to non LDAP and non Web+Center logins due to LDAP flag set to null. Customer+Center page does not have any customer login methods. With SQL*Server, the LDAP enable flag is not set and left as null which triggers both no LDAP and no regular Web+Center logins. To fix this with existing systems, simply toggle the LDAP setting on the System Configuration Options page (enable it and then disable it). This has been fixed in a new release of Loadwc60defaults after 1/28/2009. Date Created: 01/28/2009 Last Modified: 01/28/2009 Date Created: 01/28/2009 Problem Type: Problem Report Item: Web+Center 6.0 10 SQL Server Reports errors when creating the database - Column names are forced to be lower case or case sensitive. To fix this problem (which is not the default SQL*Server configuration), run the command: ALTER DATABASE WebCenter50 COLLATE SQL_Latin1_General_CP1_CI_AS Date Created: 04/03/2007 Last Modified: 04/03/2007 Date Created: 04/03/2007 Problem Type: Problem Report Item: Web+Center 5.0 11 An 'Operation not Allowed' error occurs when attempting to download files over 200K using the File Download Feature. IIS is unable to upload file attachments that are greater than 200kb in size by default as a result of the increased security found in IIS6. In order to circumvent this problem, follow the steps below: * Make a backup of the c:\windows\system32\inetsvr\metabase.xml * You will probably need to stop the IIS admin service before it will let you save this file. * Edit metabase.xm (with note pad or other text editor)l (Note: you may need to first check "Allow direct editing of Metabase file" in the IIS settings). * Find the line "AspMaxRequestEntityAllowed" and change the value to "10485760". This allows IIS to create ASP objects that can be up to 10MB in size. Date Created: 07/27/2006 Last Modified: 09/18/2008 Date Created: 07/27/2006 Problem Type: Question Item: Customer+Center 12 Customer+Center reports the error: Sorry... You are not authorized to access this page or this case with your logged in permissions. Please log back out and sign as another user to access this page or support case. All attempts to access pages or Cases that you do not have access to maybe monitored and reported to the Web+Center web site administrator. Please contact the Web+Center administrator if you obtained this error page with normal operations. This errors occurs when the users attempts to display a customer+center page that requires that they have already logged into the customer+center application. When user logs into the custome+center, it sets a browser cookie that is used by every page for user verification. If this cookie is not set, you will get this error. With IE 7. the browser security settings may be set to prevent cookies from being properly set and you will get this error. Try reviewing your browser security settings and make sure cookies are enabled. Date Created: 02/23/2009 Last Modified: 02/23/2009 Date Created: 02/23/2009 Problem Type: Problem Report Item: Web+Center 6.0 13 How can we configure the Time and Billing Record for the customer+Center case form? yes.. this easily configurable. You can disable the time and billing entirely by unchecking that option on the system configurtion options page. You can control whether the customer sees that information by editing the options listed in codecustomizations.inc file located in the language directory. Edit that file with a text editor and you will see the options avaiable. You will see the lines of: ' Extended Time Spent Options - Select options to display time and billing information for customer views ' These settings define the configuration for all users EXCEPT individual customers can have ' separate definitions that OVERRIDE these global settings. ' The individual customer override are defined in the Login_ip field for each customer. ' This has been converted to a configurable option for each customer in the login_ip field. ' Review the DoNewCase.asp code in the techcenter for details. ' To disable these settings, simply comment out the setting you want to disable. DisplayTimeSpentOnCustomerCase = "YES" ' Default is YES comment out this line to disable SendTimeSpentInCustomerEmail = "YES" ' Default is YES. comment out this line to disable DisplayTimeSpentAuthorizationButton = "YES" ' Default is YES comment out this line to disable Date Created: 09/14/2009 Last Modified: 09/14/2009 Date Created: 09/14/2009 Problem Type: Question Item: Customer+Center 14 How to add a non default port number of email notification links Email notifications are sent out to customers and techs when a support case is updated. Inside of the email notifications are options for the customer or the tech to log into the system directly the HTML email. The links assume default port 80 or the default port. IF you need to add a custom port number like :8085 to the link, make the following customizations to these three ASP modules. In each of the 3 modules listed below, there are (3) places where the case link must be customized with the port number. The modules are: (1) DoTCaseForm.asp (techcenter directory) (2) DoCaseForm.asp (customercenter directory) (3) DoPCaseForm.asp (pocketcenter directory) If you search for lines that have the keyword "CaseLink" you will find lines like: CaseLink = "http://" & hostname & Virtual_path &"?ID=" & Tech_ID & "&N=" & Case_Number To add a custom port number, modify the area near the hostname from the syntax of: & hostname & Virtual_path & to & hostname & ":8085" & Virtual_path & Date Created: 09/08/2005 Last Modified: 09/08/2005 Date Created: 09/08/2005 Problem Type: Question Item: Web+Center 5.0 15 The Dates (Due Date,Paid Date, etc) get switched around in the invoicing in the UK format of dd/mm/yyyy. This can be fixed by going to the Regional settings under the control panel and set the date format to UK/english setting. The Access database uses these regional settings when setting up the date datatype. Date Created: 09/06/2006 Last Modified: 09/07/2006 Date Created: 09/06/2006 Problem Type: Question 16 How to change the URL for the login link for the customer or the tech to be a specific link. This might be required if technicians are accessing the Web+Center with a local internal IP address and customers are accessing the site using an enternal or domain name. Use this approach if you are using https:// secured website and require the links of the email links to be correct. You can force the case link to be exactly the URL you want by changing some links in the DoTCaseForm.asp (techcenter directory) module and the DoCaseForm.asp (Customercenter directory). Open up the DoCaseForm.asp and DoTCaseForm.asp and search for the text: CaseLink = There are a few places in each of these modules where the login link that is placed in the email is passed is created as a VB variables before it is passed to the routine to create the HTML email that has the link. Change the first part of the line from: CaseLink = "http://" & hostname & Virtual_path & " replace the hostname with direct string you want like "www.mycompany.com" Besure to use proper VB string syntax. There are links for the tech emails and different ones for the customer emails. Please review which subroutine you are modifying the email link text before making the change. If you are running customer surveys, then you must also edit one additional file call DoSingleSurvey.asp line 392 that has a similar line that can be edited to fit any specialized requirements. That line is: CaseLink = "http://" & hostname & Virtual_path & "?CN=" & Case_Number Date Created: 08/11/2006 Last Modified: 10/08/2008 Date Created: 08/11/2006 Problem Type: Question Item: Customer+Center 17 Error when updating an edit (DoEditEvent.asp) in the Business+Center. Error occurs in Business+Center and DoEditEvent.asp module when attempting to send email notification message gives: Microsoft VBScript runtime error '800a01c2' Wrong number of arguments or invalid property assignment: 'SendEmail' /business50/DoEditEvent.asp, line 730 To fix this problem, grab a new version of the InvalidUser.inc. This get parse and the SendEmail() function in that ASP modules is parse first and does not have the correct number of parameters. Replace this module with a currently released version or rename the subroutine called SendEmail to SendEmail2(). Date Created: 03/27/2006 Last Modified: 03/27/2006 Date Created: 03/27/2006 Problem Type: Problem Report Item: Web+Center 5.0 18 Extended Time Spent Reports reports totals of zero with SQL*Server version. The Hours and HourlyRate columns in the TimeSpent Table should have a default value of zero associated with that column. To fix this, go into the Enterprise manager and into the webcenter50 table and select the timespent table in design mode and then add a default value of 0 for the hours and hourlyrate columns and save these design changes. We have also fixed this problem but defaulting the hours and hourly rate to zero if it is left blank by setting these values to zero. A new version of DoTCaseForm.asp is available from the version server after January 31, 2006 with this correction. Date Created: 01/27/2006 Last Modified: 01/31/2006 Date Created: 01/27/2006 Problem Type: Enhancement Request Item: Tech+Center 19 Web+Center ASP (Email Architect) Mailer fails due to McAfee version 8.0. You will get an error when attempting to create the object when launching the mailer. To fix this problem follow these steps: (1) Open the Virusscan console (2) Right click access protection and choose properties (3)Highlight "Prevent Mass mailing worms from sending mails" and click edit (4)Add the 2 exectuables (w3wp.exe, dllhost.exe to the exclusion list. (5) Click OK and Apply and virusscan will allow mail to pass through the web service. Date Created: 09/02/2005 Last Modified: 09/08/2005 Date Created: 09/02/2005 Problem Type: Problem Report Item: Web+Center 5.0 20 Customer Knowledge base searches do not work properly The DoCCSearch1.asp file that is now shipping includes the a customization for a customer that should have been commented out at line 183 or the line: SearchCustomerRecordsOnly = 1 this should be commented out unless customers want this feature which most do not. This file has been probably been incorrectly released between 9/12/2005 and 11/30/2005 and can be fixed by grabbing a new version of DoCCSearch1.asp from the version server and grabbing this file from the customer+center directory files. Date Created: 11/28/2005 Last Modified: 11/28/2005 Date Created: 11/28/2005 Problem Type: Question Item: Web+Center 5.0 21 4.0 to 5.0 Upgrade Script fails with Norton Anti-virus options enabled The Web+Center 4.0 to 5.0 upgrade script will fail if the Norton Anti-virus software is install and if the Eanble Script Blocking is enabled. This can be configured by launching Norton Antivirus and then click on options and then select Script blocking and do not check the Enable Script Blocking option. This is required since the ASP module reads the upgrade script itself and parses out the SQL commands from the file and it uses some file read operations that are blocked with this setting. Date Created: 07/25/2005 Last Modified: 07/25/2005 Date Created: 07/25/2005 22 Does Web+Center run on Vista and SQL*Express Yes.. we have a user who has successfully installed and implement Web+Center running Vista and SQL*Express. Date Created: 11/11/2006 Last Modified: 11/30/2006 Date Created: 11/11/2006 Problem Type: Problem Report Item: Web+Center Installation 23 How can I make the company field required on the Customer Self Registration page? To do this, you can follow some of the existing code in the DoRegistrations.asp module and change the code for the company field and make it required. This is around line 84 of this module. In the DoRegistration.asp module, you will see the code: If Customer_Password = "" Then ErrorMessage = ErrorMessage & "<LI> " & wc_Password_Required_Block End If copy and paste these same three lines into the lines: If Company = "" Then ErrorMessage = ErrorMessage & "<LI> " & " Company field is required" End If Date Created: 12/05/2005 Last Modified: 12/05/2005 Date Created: 12/05/2005 Problem Type: Question Item: Customer+Center 24 How can I removed certain options from the Customer+Center Drop Down list like FAQs The Dropdown list at the top of every customer+center page is now created in some code in the ccheader.inc file which is located in the customercenter directory. There are several lines that have the statement "If Action =..." These IF Then else statement define which options are displayed there. To remove certain item or comment them out, place a statement like: If 1=2 Then If Action = ... <option> Else <option> End IF End IF ' End of Commented out drop down option For example to comment out the FAQ option change the lines: <% If Action = wc_View_FAQ_List Then %> <option SELECTED><%=wc_View_FAQ_List%></option> <% Else %> <option><%=wc_View_FAQ_List%></option> <% End If %> To <% IF 1=2 %> <% If Action = wc_View_FAQ_List Then %> <option SELECTED><%=wc_View_FAQ_List%></option> <% Else %> <option><%=wc_View_FAQ_List%></option> <% End If %> <%End if %> Date Created: 08/30/2005 Last Modified: 08/30/2005 Date Created: 08/30/2005 Problem Type: Question Item: Web+Center 5.0 25 How to change the currency symbol used in Business+Center Invoices from US Dollars $ to another symbol. To change the currency symbol and made other label customizations, simply edit the label definitions file called wclabels.inc located in the language subdirectory. The definition for the current symbol is located at a line like: wc_Time_Spent_Currency = "$" Edit this file with an ASCII Editor and save it. Date Created: 07/27/2005 Last Modified: 07/27/2005 Date Created: 07/27/2005 Problem Type: Question Item: Web+Center Installation 26 How can I increase the font size in the FAQ list? Simply change line 58 in the TopTen.asp module in the customercenter directory to: <Font size=-1 face=arial> from <Font size=-2 face=arial> A style sheet could also be used to better control the styles of the FAQ list. Date Created: 01/30/2006 Last Modified: 01/31/2006 Date Created: 01/30/2006 Problem Type: Enhancement Request 27 Installing a 64 bit version of the ASP mailer for Web+Center Instructions on how to install the 64 bit version of the ASP mailer for 64 bit versions of VISTA. Step 1: First obtain the 64 bit version of the aosmpt.dll. This is available in a zip file from our website (see link below). This aosmtp.dll should replace the existing 32 version bit in the ASPMailer directory of the web+center 6.0 directory tree. The two files in this zip file should go into the ASP mailer directory. http://www.inet-sciences.com/64bitASPmailer.zip Step 2: You need to take care that you register the DLL's using the right version of regsvr32.exe. The 32-bit DLL must be registered with the 32-bit version of regsvr32 (%windir%\syswow64), while the 64-bit version must be registered with the 64-bit version (%windir%\sytem32). I copied the x64 version into the ASP Mailer folder and did the command line registration and then the mailer worked. The kicker on the aosmtp.dll was registration. You need to take care that you register the DLL's using the right version of regsvr32.exe. The 32-bit DLL must be registered with the 32-bit version of regsvr32 (%windir%\syswow64), while the 64-bit version must be registered with the 64-bit version (%windir%\sytem32). I copied the x64 version into the ASP Mailer folder and did the command line registration and then the mailer worked. Date Created: 02/22/2009 Last Modified: 02/22/2009 Date Created: 02/22/2009 Problem Type: Problem Report Item: Web+Center 6.0 28 ASP error reported when customer submits a trouble ticket - Line 709 of DoCaseForm.asp - Time Zone Offset must be zero or numeric You will get this error if you have reset the time zone setting to a non numeric value.. this is found under administration.. system configuration menu.. additional configuration options in the lower right hand corner. Reset that value to zero a number value. Date Created: 11/17/2005 Last Modified: 11/18/2005 Date Created: 11/17/2005 Problem Type: Problem Report Item: Customer+Center 29 Permissions Denied error when configuring LDAP/AD configuration page. If you are getting a permissions denied error when logging into AD using the Web+Center AD/LDAP configuration page, try entering the complete distinquished user name. For example, try entering some of the format: Cn=cis,ou=cis dept,cn=organizationalname,cn=org rather than just cis. Date Created: 08/17/2009 Last Modified: 08/17/2009 Date Created: 08/17/2009 Problem Type: Problem Report Item: Active Directory/LDAP Integration 30 Can I install Web+Center on Windows new Operating system Vista using SQL*Express as the backend database. Yes.. we have some users that have sucessfully configured the Web+Center software on the Vista using SQL*Express as the backend database. Extensive testing has not yet (January 2007) been done on Vista but with version 6.0, the Web+Center will be testing against this platform as well. To install Web+Center on the Vista platform, the Web+Center application does not have to be changed, just the way you configure and install the application from the various windows setups. We recommend you view a separate Web+Center/Vistal Install guide when configuring Web+Center on Vista until the regular Web+Center documentation includes instructions about the Vista interface. Date Created: 01/12/2007 Last Modified: 01/12/2007 Date Created: 01/12/2007 Problem Type: Problem Report Item: Web+Center 5.0 31 Web page reports "The requested resource is in use" error If the application reports "The requested resource is in use" error, try going to services and restarting world wide web publishing service, registering vbscript.dll in the system32 directory, make sure the cache ISAPI dll option is diabled under default wide properties, and verify file security permisisons. Try rebooting as well if this does not work. This error can occur under different conditions so we have listed several solutions. Make sure that the ASP engine is enabled under 2003 under web service extensions. Date Created: 03/23/2009 Last Modified: 03/23/2009 Date Created: 03/23/2009 32 Error when running Active Directory DoAutoLogin.asp module - Reports error: “Caution! - according too your HTTP header, you are not currently an authenticated user, and therefor cannot be automatically logged in. To go to the login page for non-authenticated users, please click here. ” Make sure that you have set the integrated windows security option under IIS.. default website, properties, directory security, click on the edit button and then check the box that says Integrated Windows Authentication. The second step to confirm is that DoAutoLogin.asp module has some special file security permissions.. it should be set for just the user group (domain users, authenticated users, etc) and no others users. This will require that you break inheritance from above. All of the other files in entire webcenter folder could be just everyone full control. Date Created: 10/02/2008 Last Modified: 10/09/2008 Date Created: 10/02/2008 Problem Type: Question Item: Customer+Center 33 How can remove the My Scheduled Events from the Version 6.0 My Cases window if I am not using the Web+Center events calendar feature? To remove the Scheduled events from the mycases top window, simply comment out line 177 in the mycases.asp module in the techcenter which is MyEvents = DisplayMyScheduledEvents() To comment out this line and disable that line of code, simply place a single quote character infront of the line like: 'MyEvents = DisplayMyScheduledEvents() Date Created: 05/21/2008 Last Modified: 05/21/2008 Date Created: 05/21/2008 Problem Type: Question Item: Web+Center 6.0 34 How to use a different SMTP port for sending other than port 25 The SMTP default port can be changed from port 25 (default) to your own defined port number. There is a line in SendEmail.inc located in the language directory that defines the port. This line is located around line 185 in that file and is defined as: oSmtp.ServerPort = 25 Change the 25 to another port value and save the file. All of the mailer functions should be using this mailer to send mail with the ASP mailer. Date Created: 11/28/2007 Last Modified: 11/28/2007 Date Created: 11/28/2007 Problem Type: Problem Report Item: Web+Center 5.0 35 When attempting to configure Web+Center with 64 bit 2003 server and 64 bit SQL 2005, one will get the error: ADODB.Connection error '800a0ea9' Provider is not specified and there is no designated default provider. There is new database connection syntax required when using this configuration. We have found a way to connect to the database directly without an DSN using the string: Application("myDSN") = "Provider=SQLOLEDB;User ID=wc50;Password=wc50pass;Initial Catalog=webcenter50;Data Source=192.168.0.21;Network Library=DBMSSOCN;" You must change the Data source to be your own IP address or hostname. This line source be inserted in each Global.asa file around line 44 in each of the application directories (techcenter, customercenter, pocketcenter and businesscenter). This file will overwrite the application variable for "myDSN". Date Created: 11/14/2007 Last Modified: 11/15/2007 Date Created: 11/14/2007 Problem Type: Problem Report Item: Web+Center 5.0 36 Invoice functions and reports in Business+Center and Tech+Center start to fail with Error: Microsoft VBScript runtime (0x800A0006) Overflow: 'Cint' /business50/CustomerSummary.asp, line 717 when invoice dollar values are greater than 32K (signed integer). Several modules were fixed by changing the lines: If CInt(MoneySTring2) < 0 Then To If CLng(MoneySTring2) < 0 Then These fixes are available in the new download tree and available as a file patch after October 5th 2007. Run the CheckVersions.asp upgrade check to find these new files. Date Created: 10/05/2007 Last Modified: 01/28/2009 Date Created: 10/05/2007 Problem Type: Problem Report Item: Web+Center 5.0 37 Additional hints for configuring integrated Active Directory login with Web+Center. Specifically if you get a "Table does not exist error". When trying to do a Directory Lookup, the following error occurs? Provider error '80040e37' Table does not exist. /tech50/DirectoryLookup.asp, line 497 Unfortunately, this is a very generic diagnostic which the AD access mechanism puts out when just about anything goes wrong - it's not at all useful in pinpointing the actual cause. Failing that, the best I can offer is to ask you to fire up the LDAPConfig module - inside TechCenter, click the "Administration" button and then "System Configuration Menu" then "LDAP Configurator". Once this is up, click the "Load Configuration" (middle button at bottom of screen) and eyeball all the parameters set up there. Then make sure an appropriate test value is entered in the last line of the form (marked as (2)Name of User-id Field) so that the first field on that line is (probably...) SAMAccountName and the second field is the user ID of somebody you know is in the directory .. and then click on the "Test Directory Access" button (bottom right of screen) This will result in a stream of debug/progress messages being output to your screen as it executes, and at some point it will (probably) die with the same diagnostics you reported above. We may be able to get a clue however by looking at what point it died within the stream of debug messages it emitted. Specifically did it get as far as outputting the first heading of the table where it shows the contents of each field being retrieved, or did it die before it even got there... Basically there can be two main causes for the diagnostic you are seeing. a) One of the field names (in the left hand columns of the main part of the LDAPConfig form) is spelled wrong - implying that this has been changed in the Directory since the system last worked... This is highly unlikely, but I mention it, just in case... b) The Connect string as defined in the box labelled "LDAP Server Address" is incorrect in some detail - for some reason this address has changed since it last worked. This is the most usual cause of grief, and the hardest to figure out. One step you might want to do to check (b) above is look as follows: The steps below refer to the graphic: First - look in you system (do a file search) to see if you have a file called adsiedit.msc This is a utility program supplied by Microsoft usualy referred to as the Active Directory Schema Editor. If you do not find this file, you will need to install it - it is not normaly installed but is available for installation from a "service pack" or "utilities" disc that should have come with your system When you have found this file, double-click on it and it will bring up a typical "navigator" style of screen with two main panels - in the left panel the usual kind of hierarchical tree structure, and in the right panel the contents of whichever element has been selected in the left panel. The hierarchy in the left panel is that of your Active Directory - see the attached screenshot. If you only see three lines in the left panel under the heading "ADSI Edit", then click on the little plus sign on the third line (labelled "Schema" and marked with a red 1 on the attached screenshot) so that it "expands" and shows the next level below it (marked with a red 2 on the attached screenshot). Now look at the contents of this line (marked with a red 3 on the attached screenshot), specifically the part underlined in red. In our case this happens to read DC=smallbusiness,DC=local because when Active Directory was installed on our machine, the name "smallbusiness" was given by the installer during the install process for the Active Directory. Take the value that you see here on your system (which will likely be very different) and compare it to (use it as) the last part of your LDAP connect string within the LDAPConfig program. So that your connect string might then be (I'm guessing here... just an example) LDAP://directory.collegeofthedesert.edu/dc=smallbusiness,dc=local In this example I specified a machine identified as "directory.collegeofthedesert.edu" - sometimes it is easier to use the actual IP number of the machine where the directory resides. In fact I'd recommend that as it removes one more unknown from the equation. Also, if in configuring you directory - if you changed the hierarchical structure in the directory schema from the "default" as reflected in the attached screenshot, then that too has to be accommodated appropriately within your LDAP connect string. The good news is that it used to work - this sort of thing is very much harder to figure out if it hasn't ever yet worked and you really have no clue where to start looking. Date Created: 08/30/2007 Last Modified: 08/30/2007 Date Created: 08/30/2007 Problem Type: Problem Report Item: Active Directory/LDAP Integration 38 ASP Mailer gives Create Server Error message of: ASP 0177 : 800401f3' Server.CreateObject Failed C:\PROGRAM FILES\INTERNET SOFTWARE SCIENCES\WEB+CENTER 5.0\TECHCENTER\../Language/SendEmail.inc, line 165 800401f3 First try to run regsvr32 on the aosmtp.dll module. Secondly, try using regedit to verify certain registry settings. This should only be required in special cases and not very common. Please use regedit to search the following keys under HKEY_CLASSES_ROOT CLSID\\{F8D07B72-B4B4-46A0-ACC0-C771D4614B82} CLSID\\{69620165-77DD-44EE-995C-3632E525A22B} TypeLib\\{FF14B02B-6EE4-400F-A729-B0EA35F921C2} AOSMTP.FastSender AOSMTP.FastSender.1 AOSMTP.Mail AOSMTP.Mail.1 and check above keys permission(right click ->permission) and add everyone read permission to above keys. and also check: CLSID\\{F8D07B72-B4B4-46A0-ACC0-C771D4614B82}\\InprocServer32 CLSID\\{69620165-77DD-44EE-995C-3632E525A22B}\\InprocServer32 TypeLib\\{FF14B02B-6EE4-400F-A729-B0EA35F921C2}\\1.0\\0\\win32 and see if the key default value contains the correct full path of aosmtp.dll Date Created: 07/11/2007 Last Modified: 07/27/2007 Date Created: 07/11/2007 Problem Type: Problem Report Item: Web+Center 5.0 39 Windows 2003 Server 64 bit requires a special version of the ASP mailer included with Web+Center. IF you are running Windows 2003 64 bit version, you need a special version of our ASP mailer. To obtain this mailer, obtain a version of this mailer from ANSMTPx6470.zip And then then, unzip it and Start menu->Run: input Regsvr32 "c:\my folder\aosmtp.dll" press enter. Date Created: 11/19/2007 Last Modified: 01/08/2008 Date Created: 11/19/2007 40 Problems sending Emails and reports error: Mail FailureError with sending data;socket timeout. the new version of McAfee security center, the "McAfee Privacy Service" which runs as a windows service needs to be disabled until McAfee can provide a fix in a future release. You will get this error when you try to run the email configuration test in installtest.htm located in the techcenter directory. It is important that you get the email portion of the Web+Center software working since the automatically notifications are key to an efficient help desk. Date Created: 03/05/2007 Last Modified: 03/06/2007 Date Created: 03/05/2007 Problem Type: Problem Report Item: Tech+Center 41 How can we create a customized case ticket printout for techs to print to provide to the customers on-site. The PrintTCaseForm.asp module located in the techcenter directory is designed to be customized by you to create a printable case ticket. Edit this module using a plain text editor such as textpad to include your own logos or text as needed. Date Created: 05/01/2009 Last Modified: 05/04/2009 Date Created: 05/01/2009 Problem Type: Enhancement Request Item: Tech+Center 42 LDAP/Active Directory Connection String Debugging Hints Our connect string is LDAP://<IP Number>/dc=smallbusiness,dc=local and as you can see from the attached screenshot, this is essentially composed of two parts: 1) The direct IP number of the machine holding the directory - this is pointing to the machine with the "local" name of issserve-akrsew.smallbusiness.local - which is what ADSI edit "sees" when it is executed on that machine. 2) The dc=smallbusiness,dc=local bit that reflects the next line in the ADSI edit display. So that is the very simple close-to-default out-of-the-box situation which we have going here. Now some further thoughts... I have seen other customers' strings that looked more or less like this instead LDAP://<IP Number>/smallbusiness/local I'm going from memory here, but that's what it looked like, i.e. the two DC= parameters seemed to be accomplished with slashes in the URL itself (making them look more like a path to a sub-directory) instead of as distinct separate run-time parameters. I tried this variant on our machine, but it doesn't work worth a darn - I get the usual "table does not exist". But I offer it here just as an observation of what others seem to have been doing for some reason. I also saw a case where a customer had a mixture of the two - like this: LDAP://<IP Number>/smallbusiness,dc=local and that doesn't work in our case either. I have no idea what the reason for these syntactical variants might be - all that our software is doing in this case is taking the string the user provided and plugging it directly into the longer pseudo SQL command which we fire off to the AD server, i.e. the syntax requirements are what is required by LDAP rather than something we invented. Eventually the full built up string that we fire off would look something like this SELECT givenname, sn, company, physicalDeliveryOfficeName, streetAddress, l, st, postalCode, co, mail, telephoneNumber, mobile, facsimileTelephoneNumber, sAMAccountName FROM 'LDAP://<our IP number>/dc=smallbusiness,dc=local' WHERE sAMAccountName = 'j*' Then of course we have had a number of users with more compex trees, where they had to extend this string to navigate to a sub-tree deeper down in the directory, something like LDAP://<IP Number>/dc=smallbusiness,dc=local,ou=personnel,ou=faculty Now in your case, I find it remarkable that the first part of what ADSI edit shows, ie the domain name blob.lan.meyerdistributing.com happens to reflect almost exactly (and redundantly) what it gives for the 2nd part but without the actual machine name i.e. dc=LAN,dc=meyerdistributing,dc=COM So I guess my first attempt would be to try the string as LDAP://lan.meyerdistributing.com/dc=blob or LDAP://lan.meyerdistributing.com/dc=blob,dc=local or maybe chicken out and use the IP number for the first part, and provide the machine name in the 2nd part and specify local instead of .com as we have in our situation here LDAP://<IP Number>/dc=blob,dc=local Those are of course just wild guesses and no more valid maybe than your attempts so far... Then some other things I've learned from others' experiences The diagnostic "table does not exist" can mean just about anything went wrong. You might for example try it with a bogus username and/or password - in my case I get "permission denied" but some customers have claimed they get "table does not exist" in this situation. Then you may want to minimise (at this point) the number of fields you are asking to be returned - if you miss-spell any one of them it causes problems. In our case we get "unspecified error" but again - some customers claim to have gotten the "table does not exist" diagnostic in this case - maybe a reflection of what version of AD is being used. So check spelling of requested fields really carefully. Date Created: 03/13/2007 Last Modified: 03/13/2007 Date Created: 03/13/2007 Problem Type: Problem Report Item: Active Directory/LDAP Integration 43 Configuing proper DoAutologin.asp configuration with IE to allow for users to automatically login if they have already authenicated on their own machines with Windows Authentication. To set IE to automatically forward the logged in authentication information to the doAutologin.asp script, click on Internet options, security tab, local or internet zones (depending upon how your site referenced) then click on the custom level button. At the bottom of that new window called Security settings, scroll to the bottom to the User Authentication and set the appropriate box (automatic logon only in intranet zone). Click OK to apply this setting. Date Created: 04/11/2007 Last Modified: 04/18/2007 Date Created: 04/11/2007 Problem Type: Problem Report Item: Customer+Center 44 Error when running SQL*Server script Loadwc31Default.sql When using the database scripts from download 3.1 (01/23/01 or earlier) on SQL 2000, you may encounter these errors. Server: Msg 103, Level 15, State 7, Line 8 The identifier that starts with 'Your support case has either been updated or resolved by support technicians. Listed below is the new case information. Please' is too long. Maximum length is 128. Server: Msg 128, Level 15, State 1, Line 8 The name 'Your support case has either been updated or resolved by support technicians. Listed below is the new case information. Please' is not permitted in this context. Only constants, expressions, or variables allowed here. Column names are not permitted. Server: Msg 103, Level 15, State 1, Line 12 The identifier that starts with 'Your Customer Support Login Information has been found. Below is information to help you access this support site in the future' is too long. Maximum length is 128. The script line is too long so the script line has been shorted. This is fixed in versions after 1/23/2001. Date Created: 01/23/2001 Last Modified: 01/23/2001 Date Created: 01/23/2001 Problem Type: Problem Report Item: Database 45 Direct OLE-DB Connect String for Access/Web Server Crashing problems with Access To posibly help solve some problems with the Access ODBC driver which are not thread safe and thus could cause problems when mulitple users access the Web+Center at the same time, there is another connect string that one can put into the db_define.inc files located in the techcenter, customercenter and businesscenter directories. Currently the connect string is: myDSN ="DSN=webcenter30_db;uid=wc30;pwd=wc30pass" One can replace this with (all one line): myDSN="provider=Microsoft.Jet.OLEDB.4.0; data source=c:\program files\internetsoftwaresciences\webcenter\database\webcenter30.MDB" Where the source name is the full physical path of your file. We will be by-passing the ODBC DSN for ASP files if we use this direct file source definition. We still need the ODBC DSN for when the techsupp.dll calls the database so do not remove the DSN. One should also download a new version of the Jet Driver from microsoft to fix a performance problem with the OLE-DB driver. Listed below are instructions on how to get the appropriate JET driver patch for your operating system. For Computers That Are Running Microsoft Windows 95, Microsoft Windows 98, or Microsoft Windows NT 4.0: Use Jet40SP5_9xNT.exe to install Jet 4.0 SP5 on computers that are running Windows 95, Windows 98, or Windows NT 4.0. Download Jet40SP5_9xNT.exe http://download.microsoft.com/download/access2000/SP/4.0/W9XNT4/EN-US/Jet40SP5_9xNT.exe For Computers That Are Running Microsoft Windows 2000: Use Jet40SP5_W2K.exe to install Jet 4.0 SP5 on computers that are running Windows 2000. Download Jet40SP5_W2K.exe now http://download.microsoft.com/download/access2000/SP/4.0/NT5/EN-US/Jet40SP5_W2K.exe One can roll back this change back the service pack by adding "-y -q" to the command line when I ran the distribution module on Windows 2000 Server. This is not documented anywhere that I could find, but it works because the distribution module uses hotfix.exe. Date Created: 03/02/2001 Last Modified: 03/28/2001 Date Created: 03/02/2001 Problem Type: Problem Report Item: Web+Center 3.0 46 How can you put a case into the FAQ list? If you click on reports and then click on Edit Top 10 List link you can add cases to the FAQ. Cases added to the FAQ should have their case summary and case resolution fields completed. Date Created: 03/08/2001 Last Modified: 03/08/2001 Date Created: 03/08/2001 Problem Type: Problem Report Item: Web+Center 3.0 47 If Double Quotes are in the One Line Description the case form stops reading the one line description from that point his is an HTML behavior with the input HTML tag. When a double quote in the text field, it ends the double quote character that started to define the input name= one_line value = "value". If the value has a double quote in it it will assume it has found the other end of the value tag and terminate it there. You might try single quotes or we could parse them out entirely. If you go into the database directly, remove the quotes and replace them with single quotes. Date Created: 03/06/2001 Last Modified: 03/14/2002 Date Created: 03/06/2001 Problem Type: Problem Report Item: Tech+Center 3.0 48 Error deleting Tech support staff Versions before Feb 25, 2001 may have problems deleting techs using the administration tools. This has been fixed in version 3.2.1. and can also be obtained using our version control server by running the checkversions.asp script in the tech30 virtual directory like http://<hostname>/tech30/checkversions.asp This function has been moved to an ASP page script so a new techsupp.dll is required to cal this new script. Date Created: 02/26/2001 Last Modified: 03/02/2001 Date Created: 02/26/2001 Problem Type: Problem Report Item: Tech+Center 49 How to create different Customer_ID Keys There are three places where will need to change the code that creates the customer ID to be consistent across all three of the tools (Tech+Center, Customer+Center and Business+Center.) In the techcenter directory, the DoNewCustomer.asp must be modified. In customercenter directory, the DoRegister.asp module must be modified. In the Businesscenter directory the DoEmailListReg.asp module be modified. The customer_id key you create must be unique and cannot contain any spaces. It is a 20 character Text key that is displayed in several HTML drop down lists and in other parts of the displayed page so whatever customer_id keys are created, they should be meaningful. There might possibly be other implications by creating a key that is not created using LastName_FirstName as the key. The key should also not contain any extra leading or trailing spaces. This type of change requires ASP programming skills and some database knowledge. We do not recommend this change if possible but this solution should work. Date Created: 02/23/2001 Last Modified: 02/23/2001 Date Created: 02/23/2001 Problem Type: Enhancement Request Item: Web+Center 3.0 50 Connecting to Remote SQL*Server Database When IIS and SQL Server are running on separate machines, the NT domain security must be set up to allow named pipes connections between the two servers. Specifically: The NT user account under which IIS runs anonymous processes (IUSR_servername is the default) must be registered on both the Web server and the SQL Server. IUSR_servername must be a domain user and must have sufficient security privileges to establish named pipe connections between the Web server and the SQL server. For additional information, refer to the following Microsoft knowledge base articles which explain important interactions between NT network domains, IIS, and SQL Server. http://support.microsoft.com/support/kb/articles/q152/8/28.asp http://support.microsoft.com/support/kb/articles/q175/6/71.asp http://support.microsoft.com/support/kb/articles/q184/5/66.asp Alternatively, you can modify the registry to run all applications as the system using the following key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W3SVC\Parameters Under W3SVC/Parameters, place the value CreateProcessAsUser as a REG_DWORD and give it a value of 0. This causes CGIs to run with the CreateProcess( ) API and run in the system context. Note: This has serious security implications because CGI scripts will have much greater access to the system than they normally would. Date Created: 02/23/2001 Last Modified: 02/23/2001 Date Created: 02/23/2001 Problem Type: Problem Report Item: Database 51 ODBC error with SQL*Server - Select Permission denied The wc30 user does not have enough permissions for the webcenter30 database when this occurs. To fix this: 1) Open up the SQL Server enterprize manager 2) Expand the sql server group tree to view the security folder 3)Lick on logins 4)Right mouse click on the wc30 user and select properties 5)Click on the Server Roles tab 6) Select the System Administrators checkbox 7) Click on the Database Access tab 8) Verify the user has database access to the webcenter30 database and all of the database roles are checked. 9) Click ok to save the settings. You can go back and restrict setting more if necessary. Date Created: 01/30/2001 Last Modified: 01/30/2001 Date Created: 01/30/2001 Problem Type: Problem Report Item: Tech+Center 52 Is there a way to email a notification to the admin or dispatcher that a new help ticket has been submitted? Yes... Using the Group Notification option this can be done. Use the steps below: 1) Add a tech staff member to the default group (admin or dispatcher or any tech staff). Click on Administration.. the Add Staff Member to support group. 2) Select a staff member and select which group is defined as the (default) group. 3) Submit this change. 4) Now edit that tech account by clicking the Edit Staff member option under Administration. 5) Under the Support Group Membership area, you should see the default group that you have place this tech member into. Check the box that says Notify by Email if a case is assigned to this group. Submit the form. 6) Now when a customer submits a case, this tech will be notified by email when any case is initially assigned to the default group. Date Created: 01/19/2001 Last Modified: 01/19/2001 Date Created: 01/19/2001 Problem Type: Question Item: Tech+Center 53 How can I edit the Email message text sent to customers/Techs ? These are configurable under options under administration... and Email Text and User Page Configuration options. Additional configurations can be done by editing the DoTCaseform.asp, DoNewCustomer.asp pages in the techcenter directory. In the customercenter directory, you can edit the DoRegistration.asp page and the DoCaseForm.asp modules. Date Created: 03/21/2001 Last Modified: 03/21/2001 Date Created: 03/21/2001 Problem Type: Question Item: Tech+Center 54 Customer error on updating case: Type mismatch error in DoCaseForm.asp line 194 We has occured before for users of a special browser on a non PC or mac platform.. possibly Lynx... but we have created a code work around to handle this problem in the new version. Please confirm that your line number 194 in the DoCaseForm.asp module is CategoryValue = Request.form(CategoryColumn) The new lines to handle this browser error is: If CategoryValue = "" OR IsNumeric(CategoryValue) = False Then CategoryValue = 0 Else ' Value must be set so check if this defines a default group CategoryValue = Request.form(CategoryColumn) End IF Date Created: 06/27/2001 Last Modified: 06/27/2001 Date Created: 06/27/2001 Problem Type: Problem Report Item: Customer+Center 55 How does Version 3.1 differ from Version 3.0 Version 3.1 has a complete re-designed of the asset management component and allows for assets to assigned to customers, to techs or to other assets. This version has scripts that will allow your database (including assets) to be upgraded into the new asset component. Additionally, there are some Version 3.0 bug fixes and other very small changes. Date Created: 01/10/2001 Last Modified: 01/10/2001 Date Created: 01/10/2001 Problem Type: Question Item: Web+Center 3.0 56 How can I import customer records? There exists in the techcenter directory an extensive script to import customer records and properly create customer IDs. Please review and then modify as need the importLDAP.asp script file and DoImportLDAP.asp files. This script can be customized to pull related fields out of your database into the techcenter database and can even handle updates properly. Besure to test your ASP code changes on a test database before running the import. Date Created: 01/02/2001 Last Modified: 01/02/2001 Date Created: 01/02/2001 Problem Type: Question Item: Tech+Center 57 HTTP Error 401 error Users reports getting error for the techsupp.dll file: HTTP Error 401 401.3 Unauthorized: Unauthorized due to ACL on resource This error indicates that the credentials passed by the client do not have access to the particular resource on the server. This resource could be either the page or file listed in the address line of the client, or it could be another file on the server that is needed to process the file listed on the address line of the client. Please make a note of the entire address you were trying to access and then contact the Web server's administrator to verify that you have permission to access the requested resource. We checked the file permissions for the techsupp.dll and the css_access.dat file and it may not been some authenication/file permmission problem for the techsupp.dll so we reset the file permission to just everybody full control and remove other permission settings. Front Page extensions were recently installed on the site. After resetting file permissions and rebooting the server it now works again. Date Created: 02/09/2001 Last Modified: 02/09/2001 Date Created: 02/09/2001 Problem Type: Problem Report Item: Tech+Center 58 Access Database Connectivity Problems with Windows 2000 Some user experience installation problems when running the Web+Center application with the Access backend database. Typically these database connectivity issues can be solved by one or more of the following settings: (1) The ODBC DSN set should not use any UserID and password. It should be recreated from scratch without any UserID and passwords. (2) Check the file security permissions for the webcenter30.mdb file located in the database directory. It should only be set for everybody full control and no other users. Depending upon the level of the user that install the application, it may not have the rights to let the web application use the database. (3) If the program is installed under program files (default) directory, directory level permissions may be inherited from updirectories and set too restrictive permissions for the database file. To handle this, look at the permissions for the directories and see if permissions are inherited that may be too restricted for the web application to access it. Date Created: 06/21/2001 Last Modified: 06/21/2001 Date Created: 06/21/2001 Problem Type: Problem Report Item: Web+Center Installation 59 Error when customer submits a case report. It reports: Server object error 'ASP 0177 : 800401f3' Server.CreateObject Failed /customercenter/DoCaseForm.asp, line 478 Invalid class string This error will occur when the SMTP mail component from Software Artisans is not installed as listed in the installation documentation. The SMTP ASP utility that is installed into the SMTPmailutlity directory install of the Web+Center install directory must be separately installed to activiate this component. There is additional information about this component in the installation documenation. Date Created: 05/10/2000 Last Modified: 05/10/2000 Date Created: 05/10/2000 Problem Type: Problem Report Item: Customer+Center 60 How do we send email to more than one tech? You will need to add some tech members to the defined default group. You can configure email to be sent to any number of techs who are configured in a particular group. First place a tech into a group, then go back and edit their tech accounts and set the email notification flag. Date Created: 12/20/2000 Last Modified: 12/20/2000 Date Created: 12/20/2000 Problem Type: Question Item: Tech+Center 61 Dispatcher pages reports invalid use of Null error To fix this problem, log into the tech+Center as each of the pre-assign tech accounts - Config, Admin and Tech, as listed in the install guide. Once you log in, then click on the available/busy button. Once you do this for all of the techs the dispatcher button will work. This has been fixed in the new version. Date Created: 08/03/2001 Last Modified: 08/06/2001 Date Created: 08/03/2001 Problem Type: Problem Report Item: Tech+Center 62 How can I send emails to group members before it is assigned to a tech and not send emails to group members after it has a tech assignment. To configure this type of email notification control, one will have to directly edit the DoTCaseform.asp script in the TechCenter directory and the DoCaseForm.asp script in the Customercenter directory. In the DoTCaseform.asp module, search for the text: Approach 1 Below this line, the calls are made to the two functions that perform the email notifications to techs and group techs. These functions include: (1) SendEmailToAssignedTech() (2) SendEmailToAssignedGroupTechs() If you do not want to send emails to techs once it is assigned to a group, change the line calls the function: SendEmailToAssignedGroupTechs(...) To these 3 lines instead: If Tech_ID = "" Then SendEmailToAssignedGroupTechs(...) End IF This should only send out emails when the tech_id has been set. A simillar fix can be applied to the customer+Center DoCaseForm.asp module as well. Date Created: 08/01/2001 Last Modified: 08/01/2001 Date Created: 08/01/2001 Problem Type: Question Item: Web+Center 3.0 63 Error: Microsoft JET Database Engine (0x80004005) File Already in Use Error message Some users have been able to solve this problem by setting user Everyone to have full control for the entire web+center directory and all of the subdirectories. If you verify this works, then you can go back and increase the security settings until you determine the exact security setting that causes this problem. Files under the Program Files directory may inherit too restrictive file permissions to run the web application for annonymous users. Date Created: 07/04/2001 Last Modified: 07/05/2001 Date Created: 07/04/2001 Problem Type: Problem Report Item: Database 64 Administration Button Does Not Work Some user can get the system working but clicking on the Administration button gives an error. This has been fixed in some installation by downloading the Web+Center application again into a different directory and copying over the Techsupp.dll file out of the newly installed techcenter directory and replacing the original Techsupp.dll file. It appears that sometimes this large binary file is corrupted during download somehow and getting another copy of the file solves the problem. Besure to reboot the server before attemping again since this DLL file will be cached in memory and requires a reboot to unload and reload the new version. Another way to get just that file is rename the techsupp.dll file located in the techcenter directory to Techsupp.dll.old and then run checkversions.asp script in the tech30 directory. The techsupp.dll file should appear so click on that file link and just download that file replacing the former techsupp.dll file. Besure to reboot the server to replace that cache version. The other option to check is to verify that the ODBC user name and password are NOT set for the access database under advanced settings. This should not be set. Date Created: 06/06/2001 Last Modified: 06/06/2001 Date Created: 06/06/2001 Problem Type: Problem Report Item: Tech+Center 3.0 65 Error in UpgradeWebCenter31to35.asp script There is a known problem in the 3.5 Beta Access Upgrade Script. It can be fixed by moving the two lines that open the database connection around line 98 (see below) set conntemp=server.createobject("adodb.connection") conntemp.open myDSN ' Open the connection to new database To higher up in the module to line 68. Cut and paste these two lines to line 68 in the module and save it and run the script again. Date Created: 06/28/2001 Last Modified: 06/28/2001 Date Created: 06/28/2001 Problem Type: Problem Report Item: Web+Center Installation 66 How can we enlarge the size of the Case Summary and Case Resolution Text Boxes in the Tech+Center Case Form ? This can be easily changed by editing the TCaseform.asp module in the Techcenter directory. The size of these text boxes are defined in lines 633, 638, 666, and 669. You can also find these lines by searching for the string 'name=summary' and 'name=resolution'. The current HTML tags are: textarea name=summary wrap=virtual rows=3 cols=60 And textarea name=resolution wrap=virtual rows=3 cols=60 To make them larger, change the row=3 to something like rows=6 or rows=8. Make this change to the ASP module with an plain ASCII editor like notepad or Textpad and save the changes. This should be a configurable item in future releases. Date Created: 03/21/2001 Last Modified: 03/22/2001 Date Created: 03/21/2001 Problem Type: Enhancement Request Item: Tech+Center 3.0 67 How to include Links and Images in KB Yes.... to do this you must use a double tag characters (two greater than symbols and two less than symbols. The code will replace these with single tag when displaying them. Once you have submitted the case, do not update this case. The named tags will be replaced back to tags the second time around. For example to include a link to Yahoo in your case resolution, write the following HTML into your case resolution box: << A href=http://www.yahoo.com >>YAHOO Web Site <</a >> This will work like: YAHOO Web Site Date Created: 06/05/2001 Last Modified: 07/31/2001 Date Created: 06/05/2001 Problem Type: Question Item: Tech+Center 3.0 68 Problems connecting to Database under Windows 2000 Some users experience connecting to the database and especially making mulitple connections to the database back to back or rapidly. This can be confirmed using the installtest.htm file located in the techcenter directory (tech30 virtual directory). To solve this problem, remove your ODBC DSN (webcenter30_db) and recreate it. This time, do NOT set the Login ID and password under Advanced Settings. Do not put anything in those fields. Reboot your server once this completed and then try again. Date Created: 05/31/2001 Last Modified: 05/31/2001 Date Created: 05/31/2001 Problem Type: Problem Report Item: Tech+Center 3.0 69 How can we change the sort order for categories? The sort order for categories is based on the category number and is not set up to be alphabetically sorted. To change the sort order to alphabetical for the category drop down lists, one will need to edit the SQL statement that is used to obtain the categories lists from the database in the techcenter and customercenter. In the Techcenter TcaseForm.asp module around 901, there is the line: mySQL2="select * from Categories where State <> 0 Order by Category_Number, item_number" To order by Category, change the express to: mySQL2="select * from Categories where State <> 0 Order by Category_Number, item_name". There is a similar SQL statement in the CustomerOptions.asp module in the customer+center directory that can be modified as well. It is around line 492. Date Created: 05/09/2001 Last Modified: 09/03/2001 Date Created: 05/09/2001 Problem Type: Problem Report Item: Tech+Center 3.0 70 How to configure and host multiple Web+Center installations on one server. One can host more than one instance of Web+Center on a single server by changing the following files. For licensed user, one must purchase an additional license agreement for each hosting beyond the initial database instance. Each instance requires a license. Multiple free (3) tech version can be installed and hosted on a server without a special license. To configure a second Web+Center configuration, modify the following files or setups: (1) Install the application into a unique directory. (2) Setup the virtual directories naming then as needed. Besure to set each directory application permissionas maximum protection and isolated process. (3) Setup a ODBC DSN whose name is not webcenter30_db. For this example, lets name our ODBC setup webcenter30_db_2. (4) In the techcenter directory, replace the webcenter30_db reference to webcenter30_db_2 in the line that defines the myDSN=webcente... in the file named db_define.inc. (5) Do the same modification to the db_define.inc files located in the businesscenter and customercenter directories. (6) In the css_access.dat file located in the techcenter directory, replace the webcenter30_db line in that file to the new webcenter30_db_2 definition. (7) In the techcenter directory, there is a file called businesscenter.asp. Edit the top portion of that file where it says: BusinessCenterVirtualDirectoryName = "business30" Replace this business30 with your Business+Center virtual directory name. (8) In the Business+Center directory there is a file named Techcenter.asp. Near the top there is a line labeled: TechCenterVirtualDirectoryName = "Tech30" Replace the Tech30 with the virtual name you have setup for the Tech+Center. (7) Date Created: 05/03/2001 Last Modified: 05/03/2001 Date Created: 05/03/2001 Problem Type: Problem Report Item: Web+Center 3.0 71 IIS service terminates complaining that the Out of Process app terminated If no domain administrator for the server is logged in, IIS web server can create this error that will require rebooting the machine. This is a know MS issue between the IIS. To solve this problem, leave a admin user logged onto that machine. This occurs with Windows 2000 and IIS 5.0 and service pack 1. Date Created: 03/23/2001 Last Modified: 10/18/2001 Date Created: 03/23/2001 Problem Type: Problem Report Item: Tech+Center 72 Problems running Windows 2000, IIS, and FAT partitions There are IIS web server issues while attempting to run Web+Center on Windows 2000 (professional/server) with FAT partitions. When the Disk drive has FAT partitions, it is not possible to set file permissions and the IIS Webserver requires those files permissions to be in place when it attempts to run the ASP pages and access the database through the web application. To resolve this problem, we recommend converting the disk to NTFS where you get added file security options where you can set file permissions for the Web+Center database file. Date Created: 03/22/2001 Last Modified: 03/22/2001 Date Created: 03/22/2001 Problem Type: Problem Report Item: Web+Center Installation 73 Error in mycases.asp after 3.5 database upgrade An error maybe reported when pressing the mycases button or when logging in the top frame. The error line is 144 in the mycases.asp module. This can be fixed by setting the time zone value to 0 under Administration. To set this zone to 0, press Administration, press the System Configuration Link, press the Additional Configuration Options and in the field labeled Case Time Zone Settings place a zero into that field and submit and save the page. Date Created: 06/28/2001 Last Modified: 06/28/2001 Date Created: 06/28/2001 Problem Type: Problem Report Item: Web+Center Installation 74 How to Import Customer Records into Web+Center We have created a script called ImportLDAP.asp and DoImportLDAP.asp located in the techcenter directory on new installations. This script must first be customized according to the directions found inside of that ASP page. This script imports data from another ODBC database into the Web+Center Customers table. Besure to back up the database before running this script so if the import does not go properly, it can be recovered and the import can be run again. This file will not run properly without changes. Date Created: 06/07/2000 Last Modified: 01/14/2002 Date Created: 06/07/2000 Problem Type: Problem Report Item: Database 75 How can I verify I have the current version of Web+Center? We have created a special set of tools to help Web+Center users stay current with the latest Web+Center versions with enhancement and bug fixes. To see which files are out of date with the current Web+Center release, use the browser and access the page: http://yourhost/techcenter/checkversions.asp This will verify files in the techcenter directory for your installation. To verify files in the customercenter directory, use the URL of: http://yourhostname/customercenter/checkversions.asp Carefully follow the instructions on each page to update particular pieces of software. These files are included in the techcenter and customercenter directories after June 27, 2000. To get these files, download a new version of Web+Center into a different directory that you have currently installed Web+Center and extract these files. Date Created: 06/27/2000 Last Modified: 06/27/2000 Date Created: 06/27/2000 Problem Type: Question Item: Tech+Center 76 When attempting to add support staff to a support group, I get the error, "Failed to update recordset". This problem occurs only with SQL*Server versions dated before May 4th. There is a missing default value for one of the fields in the groups table for the SQL*Server version. The new case notify field must be set for default of 0. To do, use design mode of the groups table and set the default field for this column to zero. Two other changes maybe required for the groups table. Add a new column named GroupsID of type int and for this field do not allow nulls and set it to the an idenity field. Set this field to be the primary key instead of tech_id. Date Created: 05/04/2000 Last Modified: 07/12/2000 Date Created: 05/04/2000 Problem Type: Problem Report Item: Web+Center Installation 77 Error after converting to Access 2000 database format. When trying to register with the customer+center as a user, I receive the following error: Error Type: Provider (0x80004005) Unspecified error /CustomerCenter/DoRegistration.asp, line 567 This is causes when the database is converted to Accesa 2000 database format. DO NOT convert the webcenter.mdb to Access 2000 format. Date Created: 07/11/2000 Last Modified: 07/11/2000 Date Created: 07/11/2000 Item: Customer+Center 78 Can't find file :LANG-ENGLISH-US.INC Error in customer+Center and Tech+Center To fix this problem, copy the LANG-ENGLISH-US.INC file from the techcenter directory to both the Customercenter and Businesscenter directories and run the pages again. Date Created: 08/06/2001 Last Modified: 08/06/2001 Date Created: 08/06/2001 Problem Type: Problem Report Item: Tech+Center 79 Want to make Phone Number a required field for Customer Registration To do, add the following three lines into the DoRegistration.asp starting at line 61. This file is located in the customercenter directory. Edit this file with a common ASCII editor such as notepad. If Phone1 = "" Then ErrorMessage = ErrorMessage & "<LI> Phone number is a required field." End If Date Created: 06/23/2000 Last Modified: 06/23/2000 Date Created: 06/23/2000 Problem Type: Question Item: Customer+Center 80 Can I use the product with Windows 98 No. The product will not run under Windows 98. The Personal Web Server appears to have problems running our ISAPI web server DLL and we do not support this platform. It has been tested under Windows NT Server and Workstation and Windows 2000 Proffesional and server as well. Date Created: 08/04/2000 Last Modified: 08/04/2000 Date Created: 08/04/2000 Problem Type: Problem Report Item: Web+Center Installation 81 Running Web+Center on Windows 2000 Running Web+Center on Windows 2000 will create a generic Windows 2000 server 500 error because the default file permissions for the Winnt\system32 directory are such that the startup log files that techcenter creates will create an error and cause the server error. This has been fixed by not creating this startup log files in versions dated after June 11, 2000. For eariler versions, you must set the file permissions for the Winnt\system32 directory to allow files to be created from the web application. Date Created: 06/12/2000 Last Modified: 06/12/2000 Date Created: 06/12/2000 Problem Type: Problem Report Item: Web+Center Installation 82 Error Message: Failed to send email message - the recipient email address may be invalid. This error may appear if your reply to email address or domain name is not valid. We got this error when our reply to email address was incorrectly defined as support@inet-science.com instead of inet-sciences.com (with an s). You SMTP mail server may reject the mail if the reply to address is not a valid domain name. Date Created: 08/22/2000 Last Modified: 08/22/2000 Date Created: 08/22/2000 Problem Type: Problem Report Item: Tech+Center 83 Configuring SQL*Server for Web+Center Configuring the SQL*Server version is more complicated than the Access database version for various reasons. Listed below are some of the common problem users experience while configuring SQL*Server versions of Web+Center. (Problem 1) Restoring the database - To restore the database, the file must be copied to a path on the d:\ drive. SQL*Server requires that databases be restored from the same path they were backed-up from. Temporary create a d:\MSSQL directory to restore the database. Problem 2 - Can not change or you do not want to change the SQL*Server sa password. To use a different userid and password, create a new user and give them full rights to the webcenter database. Create the ODBC DSN with this new user and verify it passes the connection test. Then you must edit the three following ASCII files with the new userID and password combination. In the techcenter and customer directories under the webcenter tree, edit the db_define.inc files with the new connect string. In the c:\winnt\system32 directory, edit the css_access.dat file with the new webcenter connect string for the first two lines. Restart the server completely and try to log in. If you have problems, we recommend you get the access version working first, then work on changing the database. Date Created: 06/06/2000 Last Modified: 06/06/2000 Date Created: 06/06/2000 Problem Type: Problem Report Item: Web+Center Installation 84 Instructions to remove required password for Customer+Center for Login Not requiring a password on the customer+Center login is now an web-based configurable option under Administration.. system configuration menu.. Other configuration options. Configure the option to not require customer+center password. Also, you must modify the HTML in the default.htm page in the customercenter directory and have the login box just contain the username. Date Created: 06/06/2000 Last Modified: 01/18/2005 Date Created: 06/06/2000 Problem Type: Question Item: Customer+Center 85 Installation Diagnostic Tools To help solve some installation problems, we have created some webpages to help debug installation and configuration issues. To help solve installation and configuration issues that vary across the numerous IIS web server versions and various database options (Access or SQL*Server), we have created a set of installation diagnostic web pages that should help debug some initial configuration and database connectivity problems. If you have downloaded after June 2, 2000, then simply run the html file called installtest.htm which is located in the /techcenter directory. To access this file, enter http://hostname/techcenter/installtest.htm Then follow the directions for each of the 6 tests to test database reading, writing, and email connections. To download these files for earlier installations, download the WebCenterDiagnostic.zip file and install these files in the techcenter directory inside of the webcenter installation. Date Created: 06/02/2000 Last Modified: 06/23/2000 Date Created: 06/02/2000 Problem Type: Problem Report Item: Web+Center Installation 86 Return receipt messages are being generated by customer+center. There is a flag setting some of the customer+center *.asp page script that initially turned on return receipt but we have turned it off. There is a line that says: mailer.returnreceipt = true It should say mailer.returnreceipt = false The newest version should have this change for all customer+center pages. Date Created: 05/26/2000 Last Modified: 05/26/2000 Date Created: 05/26/2000 Problem Type: Problem Report Item: Customer+Center 87 Request to make selected categories tech view only. This feature has been implemented in version 2.5. It can be found by (1) Click on administration button (2) Click on System Configuration Link (3) Click on Configure Category Views link (4) Select the appropriate radio buttons to either disable, all view or tech view only for each category. (5) Press submit when completed. Changes are immediate (2) Click on Date Created: 03/23/2000 Last Modified: 04/13/2000 Date Created: 03/23/2000 Problem Type: Enhancement Request Item: Tech+Center 88 The Tech+Center displays a HTML page that says Database is not updatable with a continue button that takes one back to the login screen. This is caused when the webcenter application is installed under the wwwroot directory tree and special directory permissions are applied to all directories under that directory. To solve this problem, make sure that the database directory under the webcenter installation has security permissions set for everybody to full. This user was running ODBC 4.02 drivers with service pack 6A and access 97. Once this directory permission was changed for the database directory the application worked. Date Created: 04/18/2000 Last Modified: 04/18/2000 Date Created: 04/18/2000 89 Changing default sort order for Tech's Open Cases Page The Tech's Open cases Page (My Cases) or mycases.asp can be called with a sortby parameter as a querystring variable. To change the behavior of the My Cases button, edit the Toptions.asp and modify the line that calls mycases.asp to call mycases.asp?sortby=severity (for example to sort by priority). You can also choose the ascending/decending option by setting an additional query string parameter ascend=DESC or ascend=ASC like: mycases.asp?sortby=severity&ascend=DESC. If you want change the default behavior when the tech first logs in, you can change this by modifying the DoTechLogin.asp or the DoTechLoginLic.asp and search for the mycases.asp string. Add similar query string parameters to this frame based call to set up the default sort to something other than the case number. Date Created: 02/15/2002 Last Modified: 02/15/2002 Date Created: 02/15/2002 Problem Type: Question Item: Tech+Center 3.5 90 Upgrade from Web+Center version 2.X to Web+Center 3.0 version? There are complete instructions for upgrading a Web+center Version 2.5 installation to a 3.0 installation including software and required database changes. Refer to the Appendix C of the Installation Guide (Version 3.0 of this doc) which is available with the new 3.0 download or available on our support site as a link on the documentation page. Date Created: 11/15/2000 Last Modified: 11/15/2000 Date Created: 11/15/2000 Problem Type: Question Item: Web+Center 3.0 91 Customer Asset Component Not activated This was acciendently commented out in the customeroptions.asp module in the customer directory. To fix this, change the line at line number 619 (inside of the GetDatabaseConfiguration function) from If 1 = 0 Then To If 1 = rstemp2("assets_DB") Then You can also pick up a new version of the software using the checkversions.asp module in the customercenter directory. Date Created: 12/11/2000 Last Modified: 12/11/2000 Date Created: 12/11/2000 Problem Type: Problem Report Item: Customer+Center 3.0 92 Problem accessing database, Error: Microsoft OLE DB Provider for ODBC Drivers (0x80004005) reported The userid and password in the db_define.inc files in the businesscenter, customercenter and techcenter directories, and the css_access.dat file in the techcenter directory must match the userid and password define in the access database file and it also must match the settings setup in the ODBC advanced settings. If the database does not have any user login define, the db_define.inc files should be the line: myDSN ="DSN=webcenter30_db;uid=;pwd=" The DSN defaults to a uid of wc30 and a password of wc30pass but these can be modified. Date Created: 12/11/2000 Last Modified: 12/11/2000 Date Created: 12/11/2000 Problem Type: Problem Report Item: Database 93 Error(0x80004005) when running importTowebcenter30.asp The file permissions for the webcenter30.mdb file are not loose enough for running under Windows 2000. If you have imported the file from an NT system, the file permissions may not be sufficient to run under the Windows 2000 security model. To fix this problem, use the file explorer and set the permissions for the webcenter30.mdb file for everybody to full access. Date Created: 12/07/2000 Last Modified: 12/08/2000 Date Created: 12/07/2000 Problem Type: Problem Report Item: Web+Center Installation 94 Configurator Access lost You need to have one user account as configurator since only a configurator can grant additional configurations user rights. To change this, you will need to go directly to the database tables (SQL*Server or Access) and edit in data mode one of the records in the tech_staff table and change the tech_level column of one selected tech to 6 (which is configurator level). Save the change or close the database and then login in again as that tech and you can perform configuration changes. Date Created: 12/05/2000 Last Modified: 05/13/2004 Date Created: 12/05/2000 Item: Tech+Center 95 Categories not displayed on Tech+Center Search Engine If a category was selected to be tech view only, it was not appearing on the tech search page. This was fixed November 29, 2000. Download new versions of Search.asp in the techcenter for a fix to this problem. Date Created: 11/29/2000 Last Modified: 11/29/2000 Date Created: 11/29/2000 Problem Type: Problem Report Item: Tech+Center 96 Can I convert the database to Access 2000 format? No. The database (webcenter.mdb) located in the database directory is created in Access 97 format and must not be converted to Access 2000 format. If you want to create custom reports or do other database analysis, you can grab a copy of your database file, and then convert that to access 2000 format but do not replace the exist webcenter.mdb Accesss 97 compatible version with a converted Access 2000 version. To be compatible with older ODBC drivers that support Access 97, we are keeping the seed database in 97 format for now. New ODBC drivers also support Access 97 formats as well. Date Created: 07/12/2000 Last Modified: 07/12/2000 Date Created: 07/12/2000 97 Category Edit/Delete fails To fix this problem you will need to add a new column to the categories table called category_index which is data type of int and set it to not allow nullls and have it be an identity field with identity seed of 1 and increment of 1. Make this the primary key field. THis is fixed in versions downloaded after 11/21/2000. This only exists with SQL*Server versions of the new 3.0 beta. Date Created: 11/21/2000 Last Modified: 11/21/2000 Date Created: 11/21/2000 Problem Type: Problem Report Item: Web+Center 3.0 98 Common ODBC/Database connect problems If you are experiencing any database connectivity issues or get any http 500 server errors, please check the following. There are FOUR files where one must define the ODBC DSN for your database that include the DSN name and the userid and password and these must match with your DSN setting and your database login settings. In each of the customercenter, techcenter and businesscenter directories there is a file called db_define.inc where the database connect string is defined. Also, there is a file named css_access.dat only in the techcenter directory that also requires the ODBC name. If any call to the techsupp.dll fails, then make sure the ODBC name is correctly defined in this file. Date Created: 12/13/2000 Last Modified: 12/13/2000 Date Created: 12/13/2000 Problem Type: Problem Report Item: Web+Center Installation 99 How do you change the customer login name required length? You can customize the requirements for all of the customer fields by reviewing the DoRegistration.asp module in the customercenter directory. To change the requirement for the customer user login, change the three lines located at line 121 from: If len(customer_UserName) < 5 Then ErrorMessage = ErrorMessage & "<LI> Username must be at least 5 characters long." End If To: If len(customer_UserName) < 3 Then ErrorMessage = ErrorMessage & "<LI> Username must be at least 5 characters long." End If Open and edit this file with an ASCII editor and save it and the next time someone hits the page it will have the changes. Date Created: 10/30/2000 Last Modified: 07/21/2003 Date Created: 10/30/2000 Problem Type: Question Item: Customer+Center 100 Can Customers directly view a particular case or article by the Case number ? We have created a new, optional ASP page called CSearchOneCase.asp which can be added as a link to your default.htm page in your Customercenter directory like: <a href=CSearchOneCase.asp>View Case by Case Number</a> This ASP then calls ViewCase.asp module which can be called from a Link or from a FORM submit operation. Date Created: 09/27/2000 Last Modified: 09/28/2000 Date Created: 09/27/2000 Problem Type: Enhancement Request Item: Customer+Center 101 How to compare two Access 97 database versions If you want to compare the two Web+Center databases, possibily one that has been changed outside of the application and will not run, you can use a 3rd party tool available at: http://www.zdnet.com/downloads/stories/info/0,,000WC6,.html Date Created: 09/18/2000 Last Modified: 09/18/2000 Date Created: 09/18/2000 Problem Type: Comment Item: Database 102 Importing LDAP records into the Customers database We have created two LDAP specific import scripts to handle creating customer accounts from a imported LDAP directory into an Access database. There are two scripts called ImportLDAP.asp and DoImportLDAP.asp scripts located in the techcenter directory to help perform initial imports. The script also allows for continual LDAP updates by carefully updating some information and searching for existing records before creating new records. This script was specially written for a community college district in California, but it can be modified slightly for other organizations. You must modify the script and test it before it will work properly for your web+center configuration. DO NOT run the script without reviewing all of the instructions in the DoImportLDAP.asp module. Date Created: 09/11/2000 Last Modified: 09/11/2000 Date Created: 09/11/2000 Problem Type: Question Item: Database 103 How to make category item entry required? This can be accomplished by adding the following code into the ASP module called DoCaseForm.asp found in the customercenter directory. Put these 4 lines into this module around line 60. This will force a customer to make a category selection. Cat1 = Request.form("C1") If Cat1 = "" Then ErrorMessage = ErrorMessage & "<LI> You must select the category X." End If Date Created: 08/30/2000 Last Modified: 08/31/2000 Date Created: 08/30/2000 Problem Type: Question Item: Tech+Center 104 http: 500 server error Problems with some Windows 2000 installations When submitting a new customer in Techcenter or a new user in customercenter, a "The page cannot be displayed" HTTP 500.100 error comes up. Also, after logging into Techcenter, not all windows pop up. This problems seems to occur with some Windows 2000 installations. To solve this problem, you must set the file permissions to the techcenter and customercenter directories to full access to everybody or whatever level of permissions are necesary to make the application work. We are not sure why this step is necessary, but some security model configurations with Windows 2000 are creating this problem. Date Created: 08/23/2000 Last Modified: 08/23/2000 Date Created: 08/23/2000 Problem Type: Problem Report Item: Web+Center Installation 105 Customer+Center displays wrong case number for newly created case This was random occuring error in the DoCaseForm.asp module which was fixed by a new database query. New versions of the DoCaseForm.asp module from the checkversion.asp can provide a fix to this problem. Date Created: 11/27/2000 Last Modified: 11/29/2000 Date Created: 11/27/2000 Problem Type: Problem Report Item: Customer+Center 106 IIS 6.0 Defaults to prohibiting ASP from running The Web+Center application is an ASP based application and virtual directories must be configure that allow scripting and IIS must be configured to allow ASP pages to be read. By default under new IIS 6.0 configurations, ASP is prohibited and gives a 404, file not found error when attempting to run any ASP page. To allow web extensions use IIS Manager, Select "Web Extensions", Select "Active Server Pages". Change to "Allowed" Date Created: 05/17/2004 Last Modified: 05/19/2004 Date Created: 05/17/2004 Problem Type: Problem Report Item: Web+Center Installation 107 Problem running Administration Button ... More Test options If your Administration button is giving an HTTP 500 error or other page error, then the ISAPI dll is not running properly. The administration button uses a different web scripting method that is different from the other button and may require additional configurations. The Admin button uses the MS ISAPI dll technology and the it references the database with ODBC and possibly a slight different database driver than the ASP pages. To confirm that you can run any ISAPI pages on your webserver, we have created a very simple ISAPI dll that simply display two lines of HTML text and does not attempt to connect to the database. Download this testdll.dll from our test at Test DLL and then load it into your techcenter directory and then call it like http://localhost/tech30/testdll.dll. If you can see two lines of HTML, your can at least run ISAPI DLL's. If you get an error, then your webserver is not configured to run ISAPI. If this does run, then you may have to update your database drivers which can done by loading Access 2000 or MDAC updates. Date Created: 01/31/2002 Last Modified: 02/01/2002 Date Created: 01/31/2002 Problem Type: Problem Report Item: Tech+Center 108 Cell Email does not work for Tech Notifications We were able to create the problem. The CellEmail code was being tested for ToCellEmail and not CellEmail. The condition would never be met and the email never sent. Fix was placed into 4.0 code and 3.5 code. Line 1624 Changed to: If CellEmail <> "" AND CELLPHONE_EMAIL_NOTIFICATION = "YES" Then and line 1627 changed to: Tech_Notification = Tech_Notification & " Cell:(" & CellEmail & ")" The wording originally was ToCellEmail and it should have been CellEmail. Date Created: 01/16/2003 Last Modified: 01/22/2003 Date Created: 01/16/2003 Problem Type: Question Item: Tech+Center 109 Additional steps required for configuring Web+Center with Windows .NET Server 2003 To add a new tech, the license key code uses the a special C++ Compiled ISAPI dll called techsupp.dll. To run this Create User in the techcenter to work properly on this webserver configuration, one must add the dll "installation directory\Internet Software Sciences\Web+Center 4.0\TechCenter\TechSupp.dll" to the "Web Service Extensions" in the IIS6 control console. The dll needs to be set to "Allow". The extension name can be what you prefer, but I used "ISS Tech+Center DLL" . Without this change, you will not be able to create any new techs. We recommend for (3) tech users to modify the existing default tech accounts rather than deleting tech accounts and creating new ones. This step should also be listed in the 4.0 installation guide. Date Created: 01/28/2003 Last Modified: 01/28/2003 Date Created: 01/28/2003 Problem Type: Problem Report Item: Tech+Center 110 Important Web+Center 3.5 to 4.0 Upgrade Fix ---Case form displays duplicate categories after upgrade AND DoTCaseform.asp gives CInt() error in line 880. After upgrading from version 3.5 to 4.0 the "Case" form shows multiple instances of the same category and the items in the category are shown to be split between the two instances. To fix this problem, the category lists must be re-configured using the manage category list option now by going to: [Administration -> System Configuration Menu -> Manage Category List] and selecting a category displayed in the "Edit Category List" press the Edit button. There is no need to change any information just press continue and go back to the "Edit Category List" to select another category. You must do this for all your lists. Once they have all been touched you should solve any DoTCaseform.asp modules issues. After performing these steps the "Case" form displayed as expected and worked properly. Date Created: 01/29/2003 Last Modified: 01/30/2003 Date Created: 01/29/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 111 Important Web+Center 3.5 to 4.0 Upgrade Fixes The 4.0 system allows you to configure a FROM organization name in your emails. This is blank by default with the 4.0 and must be filled in before it run. To enter in your company organization name, click on Administration, system configuration, and system configuration options. In the Organization From Name put some value into that field and press submit. Date Created: 01/30/2003 Last Modified: 01/31/2003 Date Created: 01/30/2003 Problem Type: Question Item: Web+Center 4.0 Production 112 Important Upgrade Fix for Categories or any 3.5 to 4.0 upgrades A problem was identified when users upgrade from 3.5 concerning categories. The 4.0 version support options to allow category lists to be ordered but this require that the entries in the categories table be modified before they are compatible with the 4.0 application code. If you are having issues with categories not displaying correctly after performing a 3.5 to 4.0 upgrade, one should run the script called FixCategoryLists.asp located in the techcenter directory. Once this is run, your tables and categories should be correctly modified. A second issue that occurs that although categories can now be order within a list, the order which these lists appear on the case form and search engine may be re-arranged. To control the order of the category drop down lists, edit each of the lists with the new manage category lists option under system configuration and the last list your touched will be the last list. To control which one you want to go first, edit them in reverse sequence that you want them to display. This is not required for new 4.0 users. There are also a few new modules that are important to obtain for the 4.0 version if you downloaded the production version between 1/27/03 and 1/30/03. Besure to visit the version updates to get the new ASP modules for Techcenter and Customercenter. Date Created: 01/30/2003 Last Modified: 01/31/2003 Date Created: 01/30/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 113 Error in /tech40/reports.asp, line 374 To solve this problem, (1) click on Administration and add at least one tech support group with the Create Support group function. (2)Click on Administration and click on Change Default Support Group and reset the group to a group even if it say that group is the default support group. It may be necessary to toggle setting it first to another group and then back again. Date Created: 02/08/2003 Last Modified: 02/10/2003 Date Created: 02/08/2003 Problem Type: Problem Report Item: Tech+Center 114 Problem with some 3.5 to 4.0 upgrades with missing database column - Reports ASP error messages of: Too few parameters. Expected 1 when bringing up search engine, case form ,etc It appears that some 3.5 databases may be missing a column in the categories called category_index. Open up the database directly and the categories table and add an autonumber field called Category_Index if this field is missing. The database should stay in Access 97 format. If you have Access 2000, to get into design mode, convert to 2000 format, make changes the database design and then convert back to 97 format using the tools... convert database to prior version. This column may be missing if your 3.5 database was actually already converted from a previous version that did not include that column. Once converted, then run the new script called FixCategoryLists.asp or go into manage category lists and touch all of the category lists to get the categories fix again. Date Created: 01/29/2003 Last Modified: 02/12/2003 Date Created: 01/29/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 115 Optional information fields lost information when customers do updates if optional text field is tech view only This issue was fixed on Feb 14, 2003 and a new version of DoCaseForm.asp can be obtained from the version update page for the customercenter. Date Created: 02/13/2003 Last Modified: 02/14/2003 Date Created: 02/13/2003 Item: Web+Center 4.0 Production 116 If Webserver Parent Paths facility is disabled in IIS Version 6.X it will cause web+center to fail. MS recommends that on the webserver the Parent Paths facility should be switched off for additional security – please see technical article Q226474. This will cause web+center to fail so it should not be disabled. A possible work around might be to use an ASCII editor like textpad (from www.textpad.com) and use the search in complete directory features to do a global subsitution of the relative path includes and convert that to the fix path. This relative path is required for multiple installs on one machine. To verify or enable the parents paths App option under IIS perform the following steps: 1. Open the Internet Services Manager in the Microsoft Management Console (MMC). 2. Right-click on your Default Web Site and select Properties. 3. Click the Home Directory tab. 4. Click the Configuration button. 5. Click the App Options tab. 6. Click to select the Enable Parent Paths checkbox. 7. Click the OK button until you return to the MMC. Date Created: 02/12/2003 Last Modified: 02/19/2003 Date Created: 02/12/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 117 The link for the a customer to go directly to a case from the email link does not work for the authenicated user login approach. A link is provided in an email to the customer that allows them to quickly go directly to the support case rather than logging in and then selecting the case number. The link in the email is called DCF.asp (short for Direct Case Form). This assumes the users have a standard user login and password. If your customer+center is configured with authenticated user logins (refer to programmers guide on user authenication login methods), this email link will not work properly and that link should be changed to DCFAuth.asp instead of DCF.asp. Perform a folder text search for DCF.asp in the techcenter and customercenter directories and replace it with DCFAuth.asp and make sure you have DCFAuth.asp module in your customercenter directory. Date Created: 07/18/2003 Last Modified: 07/21/2003 Date Created: 07/18/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 118 Cell Email reports error: UnsupportedEncodingException: US Ascii It appear that some cell phone provided (T-Mobile in particular) requires that the Mailer.charset be set to 2 instead of the default setting of Mailer.charset = 1. Setting the mailer.charset =1 defaults to US Ascii character set while this cell provider requires the encoding to be ISO-9959-1 format which is mapped to mailer.charset =2. It will probably be necessary to search the customercenter and techcenter directories for any occurance of mailer.charset settings and reset that constant from 1 to 2. The two main ASP module that must be changed for most notification messages are DoCaseForm.asp (Customercenter directory) and DoTCaseForm.asp (Techcenter directory). Date Created: 08/28/2003 Last Modified: 08/29/2003 Date Created: 08/28/2003 Problem Type: Problem Report Item: Web+Center 4.0 Production 119 Email Configuration Test fails with SQL*Server OLE-DB Error - Also other OLE-DB error fails in other modules that access the configuration table can occur too. There appears to be issue with just SQL*Server and properly returning memo columns with the Database operation: set rstemp2=conntemp.execute(mySQL2) This line must be replaced by the following 2 lines: set rstemp2 = server.createobject("adodb.recordset") rstemp2.open mySQL2, conntemp, 1,3 This is a known bug with SQL*Server. If any other modules exist that access the configuration table they may experience similar issue but they can be fixed by changing the ASP module above. These all will be fixed in new versions. Date Created: 10/31/2003 Last Modified: 10/31/2003 Date Created: 10/31/2003 Problem Type: Problem Report Item: Web+Center Installation 120 How to enable file permissions for XP? It may be necessary to set some file permissions for the Web+Center files to enable the Web+Center to properly run. To do this with XP, one should use the Tools.. Folder Options...View... Click on Advanced settings and then uncheck the simple file sharing option. Date Created: 01/21/2002 Last Modified: 08/26/2004 Date Created: 01/21/2002 Problem Type: Problem Report Item: Web+Center 3.5 121 How can one add a Spell Checker for the Web+Center application form text boxes? A 3rd party vendors offers a free Internet Explorer form spell checker program and it is available from their website at: http://www.iespell.com Date Created: 12/06/2004 Last Modified: 12/06/2004 Date Created: 12/06/2004 Problem Type: Question Item: Web+Center 5.0 122 ASP errors reports error when attempting to use ASP Session variables. Microsoft VBScript runtime error '800a000d' Type mismatch: 'session' The Browser will report the following error: Microsoft VBScript runtime error '800a000d' Type mismatch: 'session' With Internet Information Server, you can configure whether to allow session variables. To change this setting to allow session variables (Required for Web+Center) follow these steps: Step (1) In IIS right-click on Default Site, go to Home Directory tab, and click on Configuration. There is a checkbox for enable sessions or something along that line. Make sure that is checked, and then restart the IIS service (or reboot the machine). Date Created: 07/07/2005 Last Modified: 07/25/2005 Date Created: 07/07/2005 Problem Type: Problem Report Item: Tech+Center 123 Zone Alarm disables browser cookies that are required for Web+Center logins to work correctly. Zone Alarm Firewall may not permit Web+Center cookies from being set. To verify if browser cookies are being properly set, try running the installation configuration test utility called installtest.htm which is located in the techcenter (tech50) virutal directory. On the local machine it can be run by entering http://localhost/tech50/installtest.htm. If this fails then you must configured Zone Alarm to properly pass cookies to your client browser. Date Created: 06/16/2005 Last Modified: 06/16/2005 Date Created: 06/16/2005 Problem Type: Problem Report Item: Web+Center 5.0 124 Reports button fails and reports ASP line 243 A version of Report component was released with a bug for version 5.0 that cases it to report an error in line 243. A IF can be added to the beginning of that line or a new version of that module can be obtained from our version server can be found from your documentation page. Date Created: 06/16/2005 Last Modified: 06/16/2005 Date Created: 06/16/2005 Problem Type: Problem Report Item: Web+Center 5.0 125 How to install the Web+Center ASP mailer (from Email Architect) for Web+Center Version 5.0 separately if you copied and pasted Web+Center files from another machine. If you installed Web+Center originally on one machine and then copied the file directory to another machine, there is one file that is installed as part of the original install that must be copied over to the new machine and registered as well. This is the ASP mailer that we have licensed from Email Architect. During a normal installation, the webcenter50.exe will install and self register the AOSMTP.dll file. This file must be found on your original system and copied to the new system and then follow the steps listed below. 1. copy aosmtp.dll to destination machine. (run-time file of ANSMTP) 2. run "Regsvr32 [path]\aosmtp.dll" under dos prompt. (register ANSMTP as com object) Date Created: 06/02/2005 Last Modified: 06/02/2005 Date Created: 06/02/2005 Problem Type: Problem Report Item: Web+Center 5.0 126 Web+Center application fails when accessing it by the machine name but works using the domain name or IP address. This is an known issue with IIS6 and more information about this web server issue should be referenced by looking at MS knowledgebase article 316112. If a server name contains an underscore "_", cookies will not be properly issues and the application uses cookies for security checks and Web+Center will fail. Date Created: 05/20/2005 Last Modified: 05/20/2005 Date Created: 05/20/2005 Problem Type: Problem Report Item: Tech+Center 127 Issues on using the Microsoft Update Service and IIS Lockdown tools with IIS and Web+Center After installing Microsoft Software Update Service "SUS" which automatically install the IIS Lockdown Tool and URL Scanner. I found that my Help Desk application stop functioning. When SUS is installed on a Windows 2000 Server, the setup utility determines whether IIS Lockdown 2.0 or URL Scanner 2.5 have been installed. If not, SUS setup will automatically install and configure both of them. In order to un-install the lockdown tool, "which is not un-installed when you remove SUS" you need to down load the tool form the link below. Run the setup program choose next when prompted and select remove the Lockdown Tool. http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB30-47EB-9A61-FD755D23CDEC I found that even after the un-install of the Lockdown Tool you still needed to tweak a couple settings in IIS. The first was re-enabling parent paths which can be found by right-clicking the Default Web Site, selecting properties, Home Directory, Configuration, App Options. The second was changing the Default Document order in the Customer40 Virtual Directory. Right-click the Customer40 Virtual Directory, select properties, Documents, and make sure that Default.htm is on top. Special Thanks to Web+Center User David Tabor for writing this article about SUS and IIS Lockdown tools. Date Created: 04/08/2004 Last Modified: 04/08/2004 Date Created: 04/08/2004 Problem Type: Problem Report Item: Web+Center 4.0 Production 128 Missing Database Field for 3.1/3.2 versions upgrading to 4.0 For some that originally downloaded version 3.1, there is one missing database field that might have to be added manually. The field that might be missing is a column called Category_Index located in the categories table. It should be added manually and it is type autonumber. There are some seed database that were released without this field although most users have this field in their database. If this field exists, then ignore this issue. Date Created: 01/05/2005 Last Modified: 01/05/2005 Date Created: 01/05/2005 Problem Type: Problem Report Item: Web+Center 4.0 Production 129 Configuring SQL*Server Database connect string with Windows Authenication instead of SQL*Server Authentication With Windows 2003 and site server and SQL as the backend database,you must configure Web+Center to connect to the database using Windows Authentication and not the normal SQL*Server login methods. Listed below are instructions on how to change the Connect string for the database to use Windows Authentication instead. Here is the format for the connect string to be used for SQL Windows Authentication: Application("myDSN") = "driver={SQL Server};server=171.21.45.246;Trusted_Connection=yes;database=webcenter40" The connect string was changed in the global.asa file no other changes were made to any other files in your system. As far a using the connection string there are two deployement scenarios: 1. SQL Server and IIS are on the same machine. Add the domain account in the SQL Server Security Logins area. 2. SQL Server and IIS are on different machines. Add the domain account in the SQL Server Security Logins area. Configure IIS Directory Security to use the same domain account for anonymous access and enable Integrated Windows authentication. Date Created: 04/14/2004 Last Modified: 04/14/2004 Date Created: 04/14/2004 Problem Type: Problem Report Item: Web+Center 4.0 Production 130 How to make a category required for Tech+Center or Customer+Center. You need to first figure out which category you want to require and get that category number (like C1, C2, etc). Then put that number into the expression below. The example below uses C2. You can figure out which Category it is by looking a the HTML source for the case form and look at the category form HTML elements and the name= variable. You need to put this line into either DoTCaseform.asp (techcenter) or DoCaseForm.asp before the line that says: If ErrorMessage <> "" Then RequiredCategoryColumn = "C" & "2" RequiredCategoryValue = Request.form(RequiredCategoryColumn) If RequiredCategoryValue = "" Then ErrorMessage = ErrorMessage & "<LI> " & "Category XXX is required" End If Date Created: 11/13/2004 Last Modified: 11/17/2004 Date Created: 11/13/2004 Problem Type: Question Item: Customer+Center 131 Problems getting Software Artisans Mailer working - Create Object Error even after re-installing the SA Utility This may be a permissions error in your registry that's preventing SMTPMail from being instantiated. Try the following: >From the Start menu, open Run, and enter REGEDT32 to open the Registry Editor. Note: It is recommended that you back up the registry before making any changes. Check the permissions on the HKEY_CLASSES_ROOT\TypeLib key: 1. Maximize the HKEY_CLASSES_ROOT window. 2. Scroll down to the TypeLib key and select it by clicking once. 3. From the menu, select security\permissions and look at the list of accounts in the dialog box.. 4. If the System and Administrators accounts are not listed, add them and give them full control. Click Add. In the select users dialog, look in the list for the local machine. Select the user and double click or click Add. Click OK. Grant the user Full Control. Click on "Advanced". Check "Reset permissions on all child objects..." and click OK. Click OK on the main permissions dialog box. Date Created: 11/09/2004 Last Modified: 11/09/2004 Date Created: 11/09/2004 Problem Type: Problem Report Item: Web+Center 4.0 Production 132 Can no longer attach files to cases - File Upload feature hangs There are known issues with both Norton Anti-Virus and Mcaffee Antivirus script blocking/diable features that will prevent the file upload feature from working properly. Find the script blocking feature and make sure scripts are not blocked or disabled. Date Created: 08/23/2004 Last Modified: 08/25/2004 Date Created: 08/23/2004 Problem Type: Problem Report Item: Tech+Center 133 File Upload error for files over 200K on Windows 2003 Server Article PS030911112 Windows 2003 upload size limit - error 800a0001 Problem Description Windows 2003 by default limits upload sizes to 200 KB for ASP pages. With AspUpload, this usually manifests as an error such as these: Persits.Upload.1 error ' 800a0001 ' Request.BinaryRead Failed. Persits.Upload.1 error ( 0x800a0001 ) Unspecified error Solution IIS 6.0 on Windows 2003 has a file named metabase.xml which resides in the folder C:\Windows\system32\inetsrv . By default, this file has this entry: AspMaxRequestEntityAllowed = "204800" This limits upload size to 204,800 bytes. You can change that to a large value (such as 2000000000 for 2 gigabytes) to allow your Windows 2003 server to accept large uploads. If your server does not allow the Metabase Edit-While-Running feature, you will need to stop the IIS service before you can save the metabase.xml file. Date Created: 06/16/2004 Last Modified: 08/11/2004 Date Created: 06/16/2004 Problem Type: Problem Report Item: Web+Center 4.5 134 How to Import Customers into Web+Center from Active Directory To Add New Client Accounts to the HelpDesk 1. Open Active Directory Users & Computers 2. Right-click on the OU containing the accounts you wish to export 3. Under the View submenu, click Choose Columns 4. Make sure to add, if not already present, the following fields: a. Name b. Type c. First Name d. Last Name e. Pre-Windows 2000 Logon Name f. Company g. Job Title h. Department i. Office j. Business Phone k. E-Mail Address l. City m. State n. Zip Code o. Country 5. Click OK to continue 6. Right-click on the OU containing the accounts you wish to export 7. Click Export List... 8. Preferably, choose Text (Tab Delimited) (*.txt) for the file type, and then enter the filename and path 9. Click OK to export the user accounts 10. Open Microsoft Access and create a blank database 11. Under the File menu, select Get External Data à Import… 12. Select Text Files in the drop down box for Files of type 13. Select the previously exported file containing the user accounts from Active Directory 14. Click the Import button 15. The Import Text Wizard will now appear a. On the first screen, make sure Delimited is selected b. Click the Advanced… button c. Once again, make sure Delimited is selected, as well as the Field Delimiter being set to {tab} d. Click OK to continue e. Click the Next button to move to the next screen f. Select Tab for the delimiter that separates your fields g. Additionally, check the box that says the First Row Contains Field Names h. Click the Next button to move to the next screen i. When asked where you would like to store your data, select In a New Table j. Click the Next button to move to the next screen k. Click the Next button to move to the next screen l. Make sure that the Let Access add primary key option is selected m. Click the Next button to move to the next screen n. Type in the name of the new Table to import the data into o. Click the Finish button p. Click the OK button when informed that Access has finished importing the data 16. Open up the newly created table a. Delete any data rows containing a user group (only user accounts should be imported into the HelpDesk) b. Verify that all First Names and/or Last Names do not contain any spaces and/or invalid characters, such as a period 17. Now, edit the Design of the newly created table 18. From any Field Names that contain a space, remove the space, so that the Field Name is all one word (i.e. change First Name to FirstName) a. Change the field named Pre-Windows 2000 Logon Name to LogonName b. Change the field named E-Mail Address to EmailAddress 19. Save that database and close Microsoft Access 20. On the HelpDesk server, click on Start à Settings à Control Panel 21. When the Control Panel appears, double-click Administrative Tools 22. When the Administrative Tools appear, double-click on Data Sources (ODBC) 23. When the ODBC Data Source Administrator window appears a. Go to the System DSN tab b. Click the Add… button c. For the driver, select Microsoft Access Driver (*.mdb) d. Click the Finish button e. Enter any name for Data Source Name f. Click the Select… button and choose the database that was just created g. Click the OK button to continue h. Click the OK button to continue i. Click the OK button to close the ODBC Data Source Administrator window 24. Using Notepad or TextPad (preferred), open up DoImportLDAP.asp (located in the TechCenter directory) 25. Go to Line 193 a. Edit the DSN name to be the name of the System DSN that was just created b. Only enter a username and password if required (not normally required) 26. Go to Line 199 a. Edit the Database Table Name to be the name of the table created from the imported data within the previously created database 27. Go to Lines 219 thru 234 a. First, choose the data items that you would like to import from the database into the HelpDesk i. To import an item, uncomment its ASP line of code (by removing the ‘ in front of the line of code) ii. To remove an item from being imported, comment its ASP line of code (by placing a ‘ in front of the line of code) iii. For example, unless added manually to the database table, the password field is not normally an item that would be imported into the HelpDesk (the previous export from Active Directory will not have exported the passwords); therefore, the password line of code should be commented out so that it will not run iv. If all of the previous steps have been followed, the following fields should be imported into the HelpDesk: 1. Contact_lname 2. Contact_fname 3. company 4. address 5. mailstop 6. city 7. State 8. zip 9. email 10. phone1 11. Customer_username b. Second, once the data items that you would like to import have been chosen, edit the Source Column Name…this is the name of the field within the access database from where you would like to import the data into the respective field within the HelpDesk i. If all of the previous steps have been followed, the following should be the appropriate mappings: 1. Contact_lname = "LastName" 2. Contact_fname = "FirstName" 3. company = "Company" 4. address = "Office" 5. mailstop = "Department" 6. city = "City" 7. State = "State" 8. zip = "ZipCode" 9. email = "EmailAddress" 10. phone1 = "BusinessPhone" 11. Customer_username = "LogonName" c. Third, as a special note, if it has been decided not to import email address, you will also need to comment out Line 298 28. Save the revised DoImportLDAP.asp file 29. Before proceeding further, it is advised that one make a backup copy of the current HelpDesk database. The database is called webcenter40.mdb and it is located in the Database directory 30. Next, open the Tech+Center and login as the administrator 31. Now, within the same internet browser window, go to the following page DoImportLDAP.asp (just change DoTechLogin.asp to DoImportLDAP.asp and press ENTER) a. If you receive a message saying Import LDAP Login Failure, click the Continue button to continue b. Reenter your login information c. Click the Run Script button to continue 32. If all previously steps were performed correctly, you should now see a window saying that the new customers and their information were imported successfully 33. If all has been success, remember to remove the previously created System DSN from ODBC Data Source Administrator Date Created: 08/10/2004 Last Modified: 08/10/2004 Date Created: 08/10/2004 Problem Type: Question Item: Web+Center 4.0 Production 135 Tech Search engine gives ASP error when searching for Knowledge base cases that are scheduled cases. Tech Search engine gives ASP error when searching for Knowledge base cases that are scheduled cases since the DoSearch.asp has a SQL query that is missing one of the fields when this combination of (KB search and scheduled case) occurs. To fix this, one should use obtain a fixed version of the DoSearch.asp module which is available by using CheckVersions.asp or other version updating methods listed on our FAQ website. Date Created: 08/20/2002 Last Modified: 08/22/2002 Date Created: 08/20/2002 Problem Type: Problem Report Item: Database 136 The program suddenly stopped sending emails when customers entered a new request for help. Could not send out port 25. McAfee (8.0i) had updated itself and shut down the port. Solved problem by right clicking on the McAfee Shield in the task bar. Selected VirusScan Console. Right clicked on Access Protection and selected properties. Select Port blocking tab and unchecked Prevent mass mailing worms from sending emails Date Created: 02/28/2005 Last Modified: 02/28/2005 Date Created: 02/28/2005 Problem Type: Problem Report Item: Customer+Center 137 Edit User Page and Email Message gives error message with SQL 2000 Database This error has only been reported by SQL 2000 database users when first installing and configuring Web+Center. This appears to be due to the SQL script that loads the default data is not properly loading the email_text database table with the default record and the application expects there to be at least one row. To solve this problem, use the SQL*Server enterprise manager and go directly into the email_text table (in data mode) and add one row to the database filling in all of the text fields with at least some text like the word HELLO. Then save that table so the data is saved. Then you should be able to call that administration function to edit the user page and email messages since one row will now exist. Date Created: 01/22/2002 Last Modified: 01/22/2002 Date Created: 01/22/2002 Problem Type: Problem Report Item: Tech+Center 3.5 138 What is the Knowledge Base ? The knowledge base is created by mapping each word from the case fields (One line description, history, summary and resolution) into a table that associate that word as existing in that case number. When a customer or tech does a key word search, they can quickly find all cases that has that word in it. Words are not automatically added to the KB and typically one must press the Add To KB link in the case form to add words to the KB. When customers perform searches, it will return only cases that have information in the case summary and case resolution fields and that match the other search criteria like the keywords or categories. Date Created: 08/17/2001 Last Modified: 08/17/2001 Date Created: 08/17/2001 Problem Type: Question Item: Web+Center 3.0 139 Error in Customer Search Page (DoCSearch.asp) For SQL*Server Users If you get the error: Microsoft][ODBC SQL Server Driver][SQL Server]The text, ntext, and image data types cannot be used in the WHERE, HAVING, or ON clause, except with the LIKE or IS NULL predicates. /customer30/DoCSearch.asp, line 292 Then you will need to comment out line 292 and use uncomment the SQL definition line next to it that for SQL*Server users. Date Created: 08/17/2001 Last Modified: 09/04/2001 Date Created: 08/17/2001 Problem Type: Problem Report Item: Web+Center 3.0 140 Customer+Center Searches display all cases Versions previous to version 3.5 were putting non-null empty string values in the Case_Summary and Case_Resolution fields for each case ticket by mistake. When a customer performs a case search with the Customer+Center, it will return many of these cases since the SQL query will return values where the case_summary or Case_resolution fields IS NOT NULL. It appears that the IS NOT NULL function returns non-null and empty strings values while the function ISNULL() only returns true Null values. To fix your database and remove those empty string but non-null values from your case_summary fields and the case_resolution fields, grab the script called FixNonNullEmptyFields.asp in the techcenter directory and run it to fix these fields back to true null so the customer searches will work correctly. Date Created: 08/24/2001 Last Modified: 08/24/2001 Date Created: 08/24/2001 Problem Type: Problem Report Item: Customer+Center 141 How to debug an ASP script error? If you get an ASP script, it is often easy to determine the cause of the problem by the following approach. Most ASP errors will indentify the exact line number of the module and type of error (such as type matching problem, null string, no record found, etc.) If you open up the ASP module with an ASCII editor that has line number (such as Textpad Editor available from www.textpad.com), you can view the table column reference and it may help you fix the problem. Some ASP occurs because tables in the database are not properly initialized and a Invalid use of Null error will appear. This reviewing of the ASP script will point to the exact table and column where the error is occuring and it can be fixed by going directy to the database and setting that column to a non-null field. Date Created: 09/04/2001 Last Modified: 09/04/2001 Date Created: 09/04/2001 Problem Type: Problem Report Item: Web+Center 3.0 142 Can't get past the Tech+Center log-on page Some users experience a problem running the login script and it appear to fail on the read file stream ASP functions. To bypass this function, edit the default.htm file in the techcenter directory and replace the string "DoTechLogin.asp" with "DoTechLoginShort.asp" in the form tag call and save the file. Now refresh the login page and try logging in again. We have had some issues with the ASP function to read ASCII files and this will by pass that check. Other have resolved this problem by resetting the permissions on the Inetpub directory to less restrictive since it appears that permissions on some of the IIS directorys will disable this function. You will probably not be able to run checkversions.asp either if you have this problem. You should contact MS to determine that that function is failing. Date Created: 09/06/2001 Last Modified: 09/07/2001 Date Created: 09/06/2001 Problem Type: Comment Item: Web+Center Installation 143 Error in updating values on Additional System Configuration Menu with IE 5.5 There were two duplicate form tags in the EditConfiguration.asp module that were causing problem with versions of IE 5.5. We have released a new version of this module. This page works oks with other versions of IE and netscape. Even after removing this extra form call, we still have problems and still have not determine what the problem is. Date Created: 09/05/2001 Last Modified: 09/06/2001 Date Created: 09/05/2001 Problem Type: Problem Report Item: Tech+Center 3.5 144 Hosting the Web+Center website at a dynamic DSL connection With the difficulty of getting static IP address for your webserver, one vendor that we know has created the software that will allow a user to host a web server, and the Web+Center software on DSL machine that has a dynamic IP address instead of a fix address. The vendor www.dns2go.com the company Deerfield.com has will create a pseudo DSN mapping for you that can be dynamically found when users connects. Although we have not tried or connected them directly, it has appeared to work for one of our customers. This will be helpful for small shops who can not get a static IP DSL connection to their business which I guess is true in Canada and other countries. Date Created: 09/07/2001 Last Modified: 09/07/2001 Date Created: 09/07/2001 Problem Type: Question Item: Web+Center 3.5 145 Tech+Center Login Times out but other functions work With some Windows 2000 users that have anti-virus software install, the Tech+Center Login page will simply hang or time out. This is due to a ASP FileSystemObject read option that gets disabled with the anti-virus enabled. We have modified our script not to call this function and have released a new DoTechLogin.asp script that should solve this problem. To get a new version of this module, download a new version of the Web+Center code into a different directory and move the DoTechLogin.asp module from this new download into your existing tree. Do not install the whole new install over your existing directory or it may overwrite your database and any modified files. Date Created: 10/15/2001 Last Modified: 10/19/2001 Date Created: 10/15/2001 Problem Type: Problem Report Item: Web+Center Installation 146 Microsoft OLE DB Provider for ODBC Drivers error '80004005' [Microsoft][ODBC Microsoft Access Driver] Disk or network error. This is known issue with ODBC Jet Drivers and IIS. Please refer to the MS KB article Q251254 at: KB Article Q251254 Date Created: 10/29/2001 Last Modified: 10/30/2001 Date Created: 10/29/2001 Problem Type: Problem Report Item: Web+Center 3.5 147 Additional Knowledge Base on IIS Errors/setup/configuration Many of the installation issues with our product are primarily configuration issues with IIS and other database/IIS security permissions issues. We recommend users to also review other IIS knowledge base site for more information as well. One site user have found to be helpful is the the www.IISFAQ.com website which is at: www.iisfaq.com Date Created: 10/30/2001 Last Modified: 10/30/2001 Date Created: 10/30/2001 Problem Type: Problem Report Item: Web+Center 3.5 148 How to remove (Knowledge Base) or case searches for customers using the Customer+Center. If you want to completely remove the options to allow your customers to search for cases in the knowledge base, you can make the following edits and the option will not be available to them. Edit the following files as listed below. (1) Edit the Default.htm file removing the Search Help Database HTML code between lines 46-50. If you don't have line numbers, search for Search Help Database. (2) Edit the CustomerOptions.asp module and comment out the lines 178-192 that start with ASP code like If Action=Search Help Database Then... and go for the next 5 lines including the End If statement. (3) Edit the ccfooter.inc file and comment out or remove lines 27-32 that put in links to the ccsearch.asp module or the csearch.asp modules. All of these files are located in the customercenter physical directory. Date Created: 10/31/2001 Last Modified: 10/31/2001 Date Created: 10/31/2001 Problem Type: Question Item: Web+Center 3.5 149 Server object, ASP 0177 (0x800401f3) Invalid ProgID on line attempting to create SMTP object for sending email. This error has been found to be related to the when the Software Artisans SMTP mail utility has not been installed into the default location and if it is installed into another file location. To solve this problem, un-install the SMTP utility (Step 7 of the installation process) and then re-install it into the default directory that it wishes to install into. Date Created: 11/14/2001 Last Modified: 11/16/2001 Date Created: 11/14/2001 Problem Type: Problem Report Item: Web+Center 3.5 150 Obtaining Web+Center Software Updates There are two methods now available to determine if your Web+Center installation has all of the current released software. The first tool that is available is called CheckVersions.asp. This script is found in each of your Techcenter, Customercenter, and BusinessCenter directories. To run it, access the webpage: http://YourHostname/tech30/checkversions.asp This will run a file scan of your current Web+Center files and then compare them by date and size with the currently released versions and make recommendations on what files are out of date and should be upgraded. This checkversion may not work due to configurations settings of virus checking software that lock down the ASP functions needed to perform this operation. If you have problems with approach, the second approach listed below should work in all cases. If you access any of the links below, they will show you all of the currently released versions of the code for that directory by color coding the date. Review the date of your files to determine manually to determine what files must be upgraded. Show All CustomerCenter Files Show All TechCenter Files Show All BusinessCenter Files Date Created: 11/16/2001 Last Modified: 11/19/2001 Date Created: 11/16/2001 Problem Type: Question Item: Web+Center 3.5 151 Administration Button does not work or problem with adding new techs. If the administration button does not work, first check all of the file permissions for the entire web+center folder and reset any file security permissions to just everyone full control and remove all other users and then reboot the machine and try again. If you are able get the web+center application to run except for the administration button then try reviewing the ODBC drivers listed below. If only the Administration button does not work but the rest of the Web+Center works, then there is probably is an issue with an older ODBC drivers that should be replaced. One should check to see if the MSVCRT.DLL and MFC42.DLL are old and need to be updated. It may be necessary to rename these files in a command prompt to allow them to written into the Windows/system32 directory. This issue is also listed on the MS site at: >MS Knowledge Base Article Also check out MS knowledge base article # 259403 Date Created: 12/04/2002 Last Modified: 12/13/2002 Date Created: 12/04/2002 Problem Type: Problem Report Item: Web+Center 3.5 152 How can we send a link to let the tech directly log into techcenter in the email that is sent when the customer updates a case and a link in the email in the customer when the tech updates the case? To do this, one must enable and configure some code that already exists in DoTCaseform.asp module (Tech+Center) and the DoCaseForm.asp module (Customer+center). For the DoTCaseform.asp modification, search for the text SendCustomerCenterLink and then uncomment the necessary lines and edit the customer+center virtual directory name if necessary. For the DoTCaseform.asp module in the customercenter directory, search for SendTechLink and uncomment the code and configure the edit the Tech+Center virtual directory definition. It is important that the virtual directory name is defined exactly as it is called and it is case-sensitive... Tech30 is different than tech30. Date Created: 02/28/2002 Last Modified: 03/06/2002 Date Created: 02/28/2002 Problem Type: Question Item: Web+Center 3.0 153 File Upload Feature fails with Norton Anti-virus settings It appears that the default option with Norton Anti-virus will disable some ASP script function, particular those that attempt to save files on your harddrive like CreateTextFile and other File functions. To disable this with Norton Anti-virus (non server version) click on Options, then under script blocking there is a check box label Enable script blocking. Uncheck this box and reboot your machine. Date Created: 08/01/2002 Last Modified: 08/01/2002 Date Created: 08/01/2002 Problem Type: Problem Report Item: Web+Center 3.5 154 How to show only a customers Assets To show only a customers assets when the customers performs an asset search in the customer+Center, perform the following simple customization. Uncomment line 584 in the customeroptions.asp module or the line that says: 'DISPLAYCUSTOMERASSETSONLY = "YES" Uncommenting this line will display only assets that are assigned to that logged in customer. Date Created: 07/16/2002 Last Modified: 07/16/2002 Date Created: 07/16/2002 Problem Type: Question Item: Web+Center 3.5 155 Tech Staff not properly added to support group although it says members successfully added. This may occur if you have removed all of the initial default techs accounts and then attempted to add some new one back. The program determines the highest CSS number and adds one to it and if no techs or the tech_id have been altered, this may fail. Rebuild the tech_staff table back to the original 3 tech staff accounts if this happens. Date Created: 06/13/2002 Last Modified: 06/13/2002 Date Created: 06/13/2002 Problem Type: Problem Report Item: Tech+Center 156 How do I configure usergroups User groups are configured only in the business+center by going to the http://(hostname)/business30/ and clicking on the user categories. User categories are used in the Tech+Center and partially in the customer+center with the option to allow Super customers (customers that can read and write all cases that are created by customers within a user group. There are options to merge and delete and rename customer user groups as well. The business+center allow include options to send emails to select user groups combinations as well. Date Created: 06/07/2002 Last Modified: 06/07/2002 Date Created: 06/07/2002 Problem Type: Question Item: Customer+Center 157 Errors when adding items to Knowledge base for non english languages such as Russian. Its was relative to national (russian) language words only. On SQL Server 2000 create new database as described in installation manual with appropriate locale - in my case(with Russian) it MUST be Cyrillic_General_CI_AS. That's all. All works right, KB and search as well. So, the root of problem is in DB configuration. It doesn work with SQL Server 7, because you can't define locale separately, specified too database. Only to whole instance of SQL server. Date Created: 05/18/2002 Last Modified: 05/22/2002 Date Created: 05/18/2002 Problem Type: Problem Report Item: Tech+Center 3.5 158 MDAC Component Checker/ ODBC Installation Issues If you are having issues connecting to the database and have verified you have run all of the tests (installtest.htm in tech30 virtual directory) and reset all of the permissions problems, you may have a problem with the MDAC drivers and ODBC drivers based on all of the various patches and updates. To help solve some of these ODBC/MDAC drivers issues, MS has provided a tool to help diagnose some of these issues. Their tool is avaiable from MS at: Component Checker This tool is called Component Checker and can be found at the support.microsoft.com site. Date Created: 11/27/2001 Last Modified: 11/27/2001 Date Created: 11/27/2001 Problem Type: Problem Report Item: Database 159 How to assign a case to a tech automatically from Customer+Center Although we don't recommend especially if your organization grows or if that one tech is NOT daily checking for their cases, the case could not be properly dispatch and missed BUT... we do have some custom code that can be quickly uncommented to serve this purpose for very small support organizations. One should edit the DoCaseForm.asp in the customercenter directory and search for the string 'InitialTechAssignment', which should be around line 237. Uncoment this line and set the proper tech_id (css-XXXX) for the tech that you want all cases to be initially assigned to. Save the module and close it and all future cases will be directly assigned to this tech. Don't forget that this change has been if you add more techs and do not want this feature. Date Created: 03/15/2002 Last Modified: 03/15/2002 Date Created: 03/15/2002 Problem Type: Problem Report Item: Web+Center 3.5 160 Due Date does not save when initially creating the case inside the Tech+Center. Due Date do save when updating the support case. This problem has been verified by our support staff on December 19, 2001 and an update to the DoTCaseform.asp module in the techcenter has been updated. Obtain a new version of DoTCaseForm.asp from our version server and replace your DoTCaseform.asp with this newer version. Date Created: 12/18/2001 Last Modified: 12/19/2001 Date Created: 12/18/2001 Problem Type: Problem Report Item: Tech+Center 3.5 161 Administration button gives can't find DNS error The Administration button uses a non ASP web environment called ISAPI, which is a compiled C++ dll. This module accesses the database and requires a ODBC connection be specied. The DSN for this module is defined in the first line of the file css_access.dat file. Even if you use the direct file definition OLE-DB connection for the ASP modules, you must still specify the DSN that is required for the Administration TechSupp.dll module. Administration functions are not called very often so this is typically not an issue for any thread issues. Date Created: 02/01/2002 Last Modified: 02/01/2002 Date Created: 02/01/2002 Problem Type: Problem Report Item: Web+Center 3.5 162 User can not find how to edit the white board. The white board can be edit by pressing the administration button, then pressing the edit user page and email message link. The first text box is where you can edit the white board. Date Created: 03/07/2000 Last Modified: 03/23/2000 Date Created: 03/07/2000 Problem Type: Question Item: Tech+Center 163 Tech+Center Administration Button prompts file download option This is due to the virtual directory settings for the techcenter (tech30) directory not set to both script and execute permissions. You will get this error if it is only set to script. This is due to the virtual directory settings for the techcenter (tech30) directory not set to both script and execute permissions. You will get this error if it is only set to script. Date Created: 01/30/2002 Last Modified: 01/30/2002 Date Created: 01/30/2002 Problem Type: Problem Report Item: Web+Center Installation 164 Problem running LoadWC35Defaults.SQL script with SQL 2000 Database For SQL 2000, the LoadWC35Defaults.sql script will create two errors when attempting to load the default data if you are using SQL 2000 instead of SQL*Server 7. This has been fixed in versions downloaded after January 29,2000. The problem was indentifed to be that double quote were used for some string value setting rather than using single quotes. To fix your script, simply replace the double quote entries in that SQL script to single quote and it should run without errors under SQL 2000. Date Created: 01/29/2002 Last Modified: 01/29/2002 Date Created: 01/29/2002 Problem Type: Problem Report Item: Database 165 Can't get Administration Button to work in Tech Center There are three reasons we have discovered by this button and special ISAPI fails. Please try all of these options to make this button work. This button does use a different web environment than the other button and this Admin button calls an ISAPI dll rather than calling a ASP page. If this button fails, please the checking the following: 1) Make sure the virtual directory has both script and execute permissions. 2) Open up the security permissions to everybody full control on the techcenter directory and database directory. 3) Reboot the machine once any security changes are made. 4) The database driver may be corrupt or out dated. You may try installing Access 2000 to load a new or updated version of the ODBC drivers. Date Created: 01/18/2002 Last Modified: 01/28/2002 Date Created: 01/18/2002 Problem Type: Problem Report Item: Tech+Center 166 Can we use another mailer besides Software Artisans SMTP mailer utility such as JMail? We have created a file called jmail.asp that contains a SendEmail() Subroutine subsitute for the existing functions that call the Software Artisans Emailer utility. Download the jmailcode.asp module from the techcenter CheckVersions.asp script and follow the instructions listed at the top of the module. Date Created: 08/06/2001 Last Modified: 08/10/2001 Date Created: 08/06/2001 Problem Type: Question Item: Tech+Center 167 Tech+Center fails after IE Security Patch hotfixes Q313675, 316059 and 319182 installed. Cookies not handled properly at the browser level for IE after this patch is installed. It appears that some of IE security patch/hot fixes, Q313675 and 316059 and 319182 cause the cookie operations to fail at the browser level for IE. One work around is to use Netscape browser is possible or another problem that properly handles cookies. Another approach is to call the Web+Center website through an IP address rather than domain name/resolve named. To use this method, instead of calling the techcenter like http://domain.com/tech30/, call it like http://xxx.xxx.xxx.xxx/tech30/. The cookie is saved based on the http:// address and if the direct IP is used, it appears to work successfully. One verify that the cookie settings have stopped working with IE after the patch if you can go to another browser and enable that browser to show you the cookies attempted to be created. Date Created: 05/06/2002 Last Modified: 05/06/2002 Date Created: 05/06/2002 Problem Type: Problem Report Item: Web+Center 3.5