Actix Software Installation Guide

Software InstallationGuide October 2012 www.actix.com The content of this manual is provided for information only, is subject to change without notice, and should not be construed as a commitment by Actix. Actix assumes no responsibility or liability for any errors or inaccuracies that appear in this documentation. Copyright © Actix 2012. All rights reserved. All trademarks are hereby acknowledged. www.actix.com Contents 1 INSTALLING ACTIX SOFTWARE .........................................................................5 1.1 ABOUT THIS GUIDE ............................................................................................ 5 1.2 PRODUCT SUPPORT AND MAINTENANCE .................................................................... 6 1.2.1 Getting started with MyActix ................................................................................. 6 1.2.2 More information ................................................................................................. 6 1.3 ACTIX SOFTWARE LICENSING ................................................................................ 6 1.3.1 Standalone licensing ............................................................................................ 7 1.3.2 Activated licensing ............................................................................................... 7 1.4 REQUIREMENTS ................................................................................................ 8 1.4.1 Minimum configuration ......................................................................................... 8 1.4.2 Recommended configuration ................................................................................. 9 1.5 BEFORE PROCEEDING WITH THE INSTALLATION.......................................................... 10 1.6 UPGRADING FROM PREVIOUS VERSIONS .................................................................. 10 1.7 INSTALLING THE FULL RELEASE ............................................................................ 10 1.8 MICROSOFT SQL SERVER 2008 EXPRESS............................................................... 10 1.8.1 Installing SQL Express ....................................................................................... 11 1.9 INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE ................................................ 11 1.9.1 1.9.2 1.9.3 1.9.4 1.9.5 1.9.6 Using the Setup command .................................................................................. 11 Running the MSI ............................................................................................... 11 Command line parameters.................................................................................. 12 Installation requires computer reboots ................................................................. 13 Disabling the Desktop shortcut ............................................................................ 13 Preventing installation of Web update functionality ................................................ 13 2 LICENSING YOUR SOFTWARE ......................................................................... 14 2.1 STANDALONE LICENSES ..................................................................................... 14 2.1.1 Licensing a single Actix Solution .......................................................................... 14 2.1.2 Start your Actix Solution .................................................................................... 15 2.2 STANDARD ACTIVATION LICENSES ........................................................................ 16 2.2.1 2.2.2 2.2.3 2.2.4 Activate an Actix Solution ................................................................................... 16 Manual activation .............................................................................................. 18 Re-activation .................................................................................................... 20 Transfer of Activations ....................................................................................... 20 2.3 CONCURRENT ACTIVATION LICENSES ..................................................................... 21 3 TROUBLESHOOTING LICENSING ISSUES ............................................................ 22 3.1 TROUBLESHOOTING GENERAL LICENSING ISSUES ....................................................... 22 3.1.1 3.1.2 3.1.3 3.1.4 Diagnostic reporting .......................................................................................... 22 Applying license fixes provided by Actix Support ................................................... 23 Forwarding logs to Actix Technical Support ........................................................... 23 Adding and removing programs........................................................................... 24 3.2 TROUBLESHOOTING INSTALLATION ISSUES .............................................................. 25 3.2.1 Problem message on installation ......................................................................... 25 3.2.2 Installation source required on first launch of application after installation or web update. .................................................................................................... 25 3.2.3 Shortcuts fail to launch Actix Software ................................................................. 25 3.2.4 SMS Package definition file contains incorrect parameter ........................................ 25 3.2.5 Actix Software fails on start-up after installation or upgrade ................................... 25 3.2.6 SQL Native Client already installed ...................................................................... 26 www.actix.com .... 29 No Lservrc found ....................................3 3............................. 28 3...........................1 Connecting via a Proxy Server ..........2 About Box .......................................................................................................................... 29 3.................................................... 28 3........... 29 3... 30 Incorrect trace symbols used on map..........3...........................1 3........actix................................2.............. 26 3........... 30 GeoDict.4.......................................4 TROUBLESHOOTING THE ACTIVATION PROCESS .............4............................5..................................4.......3........ 28 3..5 Terminal Server Sessions ..................................................3 Activation denied.com ......7 Slow response from SQL Express................... 26 3....................5.................3 TROUBLESHOOTING STANDALONE INSTALLATIONS .........5...................................................................................................5.....................5 TROUBLESHOOTING ACTIX SOFTWARE ISSUES ..........................2 3.5.......... 26 3.......................................................1 Check that the license is working correctly ..................................................... 30 www...................................................................2 Communications problem ................3.................. 29 Clock tamper detection ....DCT could not be located ...................... 27 3...............................................4 3... see the online help. so you can be productive with your solution right from the start. For detailed information on other areas of the product. which is an integral part of the Microsoft Windows operating system and is able to assist in the installation and management of Windows Applications.1 About this guide The format of this guide is to show you Analyzer's basic features. or deployed to multiple client machines using Microsoft Systems Management Server (SMS). The Actix software installation is constructed using Windows Installer (MSI). Not every product function is described—just the core information. it refers to a menu selection. Actix software can be installed locally. Note that when you see a word appear like this in the text. These can be tailored exclusively to your individual or corporate requirements. Preferences would indicate the ‘Preferences’ command available from the ‘Tools’ menu.Actix Software Installation Guide October 2012 Installing Actix software 5 1 Installing Actix software This section describes the installation process for Actix software based on the Analyzer platform. Command line input or details of text files are shown like this: Setup /V”<msiexec commands>” For a detailed understanding of your solution. you should attend a full Actix training or workshop session.actix. 1. www.com . button or hyperlink that you can select in the application’s user interface. For example: Tools. 1. Actix delivers support services through service desks located in EMEA.2. All Actix solutions are licensed 'per-machine'.actix. facilitate self-help and allow Actix to track and communicate the progress of any logged issue quickly and effectively. www.    Standalone. Actix solutions are supplied using these forms of license enforcement1. There is also an RSS feed available to keep up to date with new resources being posted to the portal. Cases submitted by a specific customer are visible only to the Contacts associated with that customer. Following installation. a plug-in dongle Concurrent Activation. This means that every machine that runs an Actix solution has its own license (not normally transferable between machines). a knowledge base of known issues and general product information. Help is available on how to use MyActix when you log on.Actix Software Installation Guide October 2012 Installing Actix software 6 1. with automatic emails providing notification of updates. customers are encouraged to register at www. The Customer Contacts should be suitably trained on Actix Software products prior to opening any support Cases.com . monitor their progress and submit requested information. or without.3 Actix software licensing You should understand how you intend to license your software before you start the installation process. The MyActix portal provides a personalized interface to the Actix Support Service and many other useful resources including product downloads. through a connection with an Activation server hosted locally Check with your administrator to determine which licensing method you will be using. 1. Check that you follow the appropriate installation type when you install your Actix solution.1 Getting started with MyActix Actix provides access to Product Support via a dedicated web portal. 1.2 More information Further details regarding Actix Support and Maintenance can be found in the Actix Product Support Description. Customer Contacts are the only persons permitted to open or update technical Cases with Actix Product Support.2 Product Support and Maintenance Actix Product Support is dedicated to optimizing the customer experience and attaining the highest levels of customer satisfaction through the delivery of professional. and provides 24x7 access to a web-enabled support system that allows customers to leverage the power of the Actix knowledgebase.com to create a Customer Contact account.2. available on the MyActix portal. through a connection with an Activation server hosted by Actix – either with. 1 Customers who purchased software with previous licensing systems should consult the installation guide provided with the original software. See your licensing agreement for further details. the US and Asia.myactix. through a plug-in dongle (hardware key) and license file Standard Activation. Customer Contacts can use MyActix to report new cases. Instructions on how to use each of these licensing methods are provided on page 14. efficient and quality support across the Actix product portfolio. 3. For a user to be able to operate an activated installation. one that plugs into a parallel port and one that plugs into a USB socket. the PC on which the Actix software was installed must be connected to the Activation Server2 You may also require a third element . provided as part of the activation process.xml'). you will need to approach Actix for a replacement. and one that plugs into a USB socket. There are two types of dongle. 1. if a direct Internet connection to the Activation Server is unavailable. A file ('Activation.Actix Software Installation Guide October 2012 Installing Actix software 7 1.xml — if you corrupt this file. Using the activation process for the software locks the license file to the unique combination of hardware in a particular PC.check with your administrator:  A 'dongle' (small hardware device that plugs into a computer).1 Standalone licensing Standalone license enforcement uses a combination of these two elements:   A 'dongle' (small hardware device that plugs into a computer).actix. you need a direct connection to the Local Activation server. Do not edit Activation. www. This file contains the activation and licensing information. you will need to re-activate your computer using your unique Machine ID or approach Actix for a replacement. With Local Activation. used to activate the software. you can still activate the software by manually exchanging emails with Actix Support.2 Activated licensing Activated license enforcement uses a combination of these two elements:   A Product ID.com . Note Do not edit lservrc—if you corrupt this file. Activation requires the user to make a one-off connection with the Actix Activation Server.3. A license file ('lservrc') that is shipped separately from the software. 2 With Standard Activation. There are two types of dongle: one that plugs into a parallel port. Actix Software Installation Guide October 2012 Installing Actix software 8 1.4.microsoft. see: http://www. or Datacenter editions with Service Pack 2 or later Windows Server 2003 R2 Windows Server 2008 R2 Windows Vista with SP1 or later Actix software runs on all 64-bit operating systems but in 32-bit mode.mspx. Enterprise. www.)         Windows 7 Windows 8 Windows 2008 Server Windows XP with Service Pack 3 or later Windows Server 2003 Standard.4 Requirements 1. Web Edition.com .1 Minimum configuration Item Processor Framework (installed automatically) Operating System Requirement 1+ GHz . contact Actix Support Always check the latest release notes for more information.com/sql/editions/express/sysreqs.0 SQL Server Express 2008 R2 SP1 (for more information. Memory Hard Disk Space Other Requirements 1+ GB RAM 2 GB Microsoft Internet Explorer 6.NET Framework 4.actix.0 SP1 or later Microsoft Office 2003 or above (required by Actix Software) If you use Kaspersky Virus Checker. NET Framework 4. see: http://www.4.)         Windows XP with Service Pack 3 or later Windows 7 Windows 8 Windows 2008 Server Windows Server 2003 Standard.2 Recommended configuration Item Processor Framework (installed automatically) Operating System Requirement 2+ GHz (Dual Core preferred) . Web Edition. Enterprise.microsoft. or Datacenter editions with Service Pack 2 or later Windows Server 2003 R2 Windows Server 2008 R2 Windows Vista with SP1 or later Actix software runs on all 64-bit operating systems but in 32-bit mode.com/sql/editions/express/sysreqs.com . www. Memory Hard Disk Space Other Requirements 4 GB RAM 200 GB Microsoft Internet Explorer 9. contact Actix Support Always check the latest release notes for more information.mspx.Actix Software Installation Guide October 2012 Installing Actix software 9 1.0 Microsoft Office 2007 or Office 2010 If you use Kaspersky Virus Checker.actix.0 SQL Server Express 2008 R2 SP1 (for more information. SQL Express is a key component in Actix Software.actix.Actix Software Installation Guide October 2012 Installing Actix software 10 1. The Actix Database installation is made up of several components: Components of the Actix Database installation All these components are installed by using the Actix Software installer.4.exe. and is normally installed seamlessly as part of the Actix Software installation. although Administrators and advanced users may be interested to know that the complete. 1.5 Before proceeding with the installation Ensure that:   You have administrator rights The target PC meets the requirements in section 1.8 Microsoft SQL Server 2008 Express Microsoft® SQL Server™ 2008 Express Edition is an easy-to-use. lightweight version of SQL Server 2008.7 Installing the full release Manually run setup. then follow the instructions on the screen. Only files that were installed during the original installation process will be removed.6 Upgrading from previous versions Upgrading from an earlier version of Actix Software might result in the automatic uninstallation of the old software before installing the new software.com . 1. freely www. 1. On completion you may need to restart your PC. if you attempt to load data that would exceed the internal size limit threshold. Analyzer will display a message saying that the data load cannot go on. Follow the instructions on the screen.5 Microsoft . execute the following command: Setup 1. any existing repository projects will need to be recreated using the original data. Note that in these examples the D:\ drive is taken to be your CD drive. for example by using Control Panel > Add/Remove Programs. to be usable by SQL Express. However.  From a command prompt. 1.com . These dependencies must previously have been installed:    Windows Installer 4.9.8.2 Running the MSI As an alternative to running Setup.9. Note that you are restricted to a maximum database size of 10 GB of processed data.0 Microsoft SQL Server 2008 Express R2 SP1 The following instructions explain how to install SQL Express on its own. www. once the Actix Software installation has completed. we recommend that you remove it. Once the SQL Express installation is complete. the Actix Software installation begins. you can run the MSI directly.   Run the file ‘Setup. as the size limit would be exceeded. 1.1 Using the Setup command The setup.actix.1 Installing SQL Express Note You cannot install to network locations. 1.exe is a wrapper that will also install the dependencies of the main installation. Note that.NET Framework 4. and may be used to install the Microsoft database software if required on another PC in a non-Actix context.9 Installing Actix Software via the command line There are two methods for performing a command line installation:   Using the Setup command Running the MSI Each command will execute the same MSI. If you were previously using MSDE.exe’.Actix Software Installation Guide October 2012 Installing Actix software 11 available Microsoft database installation is available. www.Actix Software Installation Guide October 2012 Installing Actix software 12 1 From the command prompt.log”.microsoft. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Password This is the database password.com/enus/library/aa367988(VS. change to the D drive: C:\> D: 2 Change directory to the SQL Express installation folder: D:\> cd \db\ISSetupPrerequisites\{1020E79F-7739-413C-BEFC1A7FF2252F98} 3 From here.NET is being installed. the respective commands would be: msiexec /i AtxInst. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Provider This is the OLE provider used to connect to the database. In the “Support\MSI” directory of the Actix Software Installation CD there is a script called diagsetup.bat that will carry out a full installation of the Actix Software (as the command line above does). you can run the . or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName This is the database user name.bat file to execute the SQL Express installer without going through the Actix Software installation process: D:\> runinstall.bat 1.85). to use logging.NET framework.msi /l*v c:\logfile. It will also generate full installation logging that can be used to assist diagnosing installation problems. a license agreement will always be displayed if the setup exe is used and . ACTIX_DBPROVIDER SQLOLEDB.log setup /V”l*v c:\logfile. ACTIX_DBSERVERNAME Temp. “AtxInst.actix. The log file produced. and even if a silent install has been selected for the Actix part of the installation.log” Due to restrictions placed on the Microsoft . see http://msdn. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName This is the database server name. For more information on applying parameters to MSI.9. ACTIX_DBUSERNAME Actix.3 Command line parameters The setup exe fully supports MSI command line parameters that can be passed to msiexec by using: Setup /V”<msiexec commands>” For example. will be written to the root drive where your windows operating system is held.aspx.com . Actix-specific installer parameters are: Parameter ACTIX_DBPASSWORD Defaults Xitca123. you should first deploy the installation into a test deployment environment.6 Preventing installation of Web update functionality The Actix Software installation allows product updates to be automatically downloaded and installed over the Internet. add the following property to the msiexec command line (in the SMS package definition): REBOOT=REALLYSUPPRESS If you do plan to suppress reboots.9. Organizations that require greater control over the software installed on the user's machine may not want this functionality.msi NOWEBUPDATE=1 This can also be done by using: setup /v”NOWEBUPDATE=1” www. set the NOWEBUPDATE property on the msiexec command line interface: msiexec /I AtxInst. 1.Actix Software Installation Guide October 2012 Installing Actix software 13 1. To suppress as many reboots as possible during the installation.com .9. add the following property to the msiexec command line: DESKTOPSHORTCUT=0 1.actix.4 Installation requires computer reboots The installation may require a reboot during or at the end of the installation phase.5 Disabling the Desktop shortcut The installation creates an optional desktop shortcut which can be disabled though the install UI. to determine whether the initial reboot will need to be suppressed. you can instruct the setup to not install any web setup functionality onto the user's machine during the initial installation of the software. In light of this. To not create the desktop shortcut. To do this.9. Diagnostics to open the Diagnostics window. To send the information to Actix. Note Do not edit lservrc or add an extension—if you corrupt this file. 2 From the Start.1. Now you need to obtain the information from which Actix can program your lservrc license key file.Actix Software Installation Guide October 2012 Licensing your software 14 2 Licensing your software A description of the types of Actix licensing in use is provided on page 5.com . along with any other relevant information – for example. Actix menu. Check that you follow the appropriate installation type when you install your Actix solution. 2. then Analyzer (or other product name) . Information on troubleshooting any problems you may encounter with licensing your product is given in the section Troubleshooting licensing issues on page 22. click Copy to clipboard and paste the information into an email to Actix. you will need to approach Actix for a replacement. The Diagnostics window 3 4 Click Generate Report. When you receive the appropriate email from Actix. Programs. 1 Plug the dongle into the appropriate parallel port or USB port on the back of the computer.1 Standalone licenses 2.actix. extract the lservrc file to the following folder: (for Windows XP users) C:\Documents and Settings\All Users\Application Data\Actix\Analyzer\Bin 5 www.1 Licensing a single Actix Solution You must have installed your Actix Solution as described earlier. that this is a request for a license key file. select Management. Instructions on how to perform each of these installations are provided here. the following dialog appears: The Actix Licensing Wizard www. If no license file is found. Analyzer. lservrc. If a valid license file is present in the correct location the software will start immediately. Ensure that you do not have more than one file called lservrc on your PC. To keep an old file. give it a fake extension—for example.old— which will deactivate it.1.actix.2 Start your Actix Solution 1 From the Windows Start menu. and Windows 2008 Server users) C:\Program Data\Actix\Analyzer\Bin Note Do not give the lservrc file an extension. select Programs. Windows 7.com .Actix Software Installation Guide October 2012 Licensing your software 15 (for Windows Vista. Actix. 2. 2 3 If you require a dongle.2 Standard Activation licenses Note For information on Concurrent Activation.actix. For instructions on manually activating the software. read the next section. 2. ensure that the second option is selected and click Next. please refer to the Concurrent Activation Licensing Guide PDF document.Actix Software Installation Guide October 2012 Licensing your software 16 ▫ If this is a standalone installation. Please contact your company’s representative to obtain a Product ID as Actix Support will not give out Product IDs to end-users.1 Activate an Actix Solution You must have installed your Actix Solution as described earlier. Licensing instructions 2 Click Done. 2.com . Analyzer (or the solution name if different). 1 Obtain the Product ID from your administrator (which will have been emailed by Actix). From the Windows Start menu. proceed to the next section. The dialog below will be displayed.2. Actix. select Programs. If you have any problems. Note Actix will only supply Product IDs to known contacts within a customer’s organisation. ensure it is plugged in. Manual activation. www. Entering the Product ID The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. 7 www.Actix Software Installation Guide October 2012 Licensing your software 17 The Actix Licensing Wizard 4 5 Ensure the top option is selected and click Next. 6 The user reference field is automatically filled in.actix. click Next.com . You may accept the default or change it to something memorable. Once you have entered the Product ID. Enter the Product ID supplied by your administrator. This can be used to assist Actix Support in restoring your activation should the details be lost. It is highly recommended that the default user reference is retained. Management.Actix Software Installation Guide October 2012 Licensing your software 18 8 If the automatic activation fails. From the Windows Start menu. If something happens to the computer this information will enable the license to be restored. If you require a dongle. ensure it is plugged in. which is a unique reference for each computer. first select the checkbox. A message window confirms successful activation. The Machine ID can be used to restore your activation should it become deleted or corrupted. Analyzer (or the solution name if different) – Activation Wizard. Manual activation via the Actix Licensing Wizard 4 5 Ensure the top option is selected. or stored somewhere other than the computer hard disk.actix. then click Next.2 Manual activation 1 2 3 Obtain the Product ID from your administrator (Actix will have emailed the ID). Actix. and click Next. in order to manually activate the product. Note Your Machine ID should be written down. 2. www. 9 Make a note of the Machine ID. Enter the Product ID supplied by your administrator.com . select Programs. together with the user reference.2. actix. The exact location depends on the version of Windows – for example in a standard Windows XP installation it refers to C:\Documents and Settings\All Users. Note Your Machine ID should be written down. check the Manual activation box and click Next to display the activation request dialog. You may accept the default or change it to something memorable. It is highly recommended that the default user reference is retained. Once the Product ID has been entered. www. together with the user reference.com .Actix Software Installation Guide October 2012 Licensing your software 19 Entering the Product ID The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. This is a unique reference for each computer.xml'. 9 Click the Exit button to close the wizard. This can be used to assist Actix Support in restoring your activation should the details be lost. Copy the activation details using the Copy button and paste them into the body of an email (or into a text file and attach it to the email). or stored somewhere other than the computer hard disk. 11 Make a note of your Machine ID (which is displayed in the About Actix Solutions box). 7 8 10 Actix support will provide a file called 'Activation. 6 The user reference field is automatically filled in. If the activation. Make a note of the email address given in this dialog.xml file becomes corrupted. the Machine ID information will help re-activate your computer (see below). Save this to: %ALLUSERSPROFILE%\Application Data\Actix\Analyzer\ Note %ALLUSERSPROFILE% is a special windows variable that stores the location of an area that all users can access. Send the email to the previously noted address or to your Actix support contact. Simply follow the steps to re-activate without changing any of the details.xml file is present. start the Activation Wizard from the Start Menu. this must be plugged in to re-activate. rather than the original Product ID.actix. then Analyzer (for example) . If the Activation.4 Transfer of Activations All Actix solutions are licensed 'per-machine'. www.com . select Management.2. If you require a dongle. To re-activate. This means that every machine that runs an Actix solution has its own license. you will need to contact Actix support in order to restore your license. If the Activation.Actix Software Installation Guide October 2012 Licensing your software 20 2. If the Machine ID has been lost. enter your Machine ID.xml' file is deleted or corrupted Re-activation is the same process as activation except that your Machine ID is already registered by the Actix activation server. the correct details will be automatically entered in the wizard.xml file has been lost. To determine if your Activation is eligible for a transfer 1 From the Start. Note Do not attempt to reactivate using the original Product ID as this could result in an additional license being issued to your computer. 2.2.Diagnostics and then click the Admin tab to open the Activation Transfer Request window.3 Re-activation Your software could become de-activated and require re-activation. Actix menu. which is not normally transferable between machines. Your user reference will assist Actix Support in restoring your license. Programs. This can happen if:    The name of the computer changes The hardware configuration is significantly changed The 'Activation. Actix recognises that there are some valid reasons for transferring a license to a different machine (such as a new PC replacing an old PC). 3 Concurrent Activation licenses For more information.com . and if eligible. go to the new PC and Activate it in the normal way using your Product ID.actix. 2. which will request your current Activation is released to be available for use on another PC. refer to:   Actix Concurrent Activation Licensing Guide Actix Mini Activation Administration Guide www. Note you need to be connected to the internet to request an Activation transfer.Actix Software Installation Guide October 2012 Licensing your software 21 2 This page will report your Activation transfer status. you can click the Request Transfer button. 3 Once your transfer request has been confirmed. Programs. and the contents of the report can be copied to the clipboard for use with a different email client.com . go to Start.actix.Diagnostics. to send to a specific contact.1 Diagnostic reporting To assist Actix support in resolving licensing problems.1 Troubleshooting general licensing issues 3. On running the program. Actix menu. a diagnostic utility is supplied as part of the software installation. then Analyzer (for example) . A different address can be typed into the address box. www. Please supply a copy of the diagnostic report with any requests for licensing support.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 22 3 Troubleshooting licensing issues 3.1. a blank window is displayed with the Report tab selected: The Actix licensing diagnostics screen Clicking on Generate Report produces the licensing report. select Management. To start the diagnostic utility. and clicking on Send Report to: lets you send the report directly to Actix Support. Note Actix Support do not need a copy of the SQLERROR. Note that with several installations of SQL Express.3 Forwarding logs to Actix Technical Support If you have difficulties with installing the database – for example. from the folder: \Actix\Analyzer\Database\Scripts\ …this file: RunSQL. you may find it difficult to isolate which database contains the error. 3. each with its own 4GB-limit database. MSSQL. www. You should include. Browse for the appropriate file and click Apply Fix. Each subsequent installation will have its own folder.1.1. MSSQL.actix.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 23 3. Full details of the process will be supplied by Actix Support. or you have problems with the operation of the database.3 etc. please can you raise a case in MyActix.com .2. for example.2 Applying license fixes provided by Actix Support The Repair tab can be used when Actix Support has provided a 'time tamper fix' file to correct a clock reversal problem.log file. when you see an SQL Error Detected screen.log …and also logfiles from this folder: \Program Files\MS SQL Server\MSSQL.1\MSSQL\LOG\ There may be various instances of SQL Express. Note .0 must be on the PC before you can successfully remove SQL Express. you will need to remove all the MS SQL Express-installed programs shown in the above screenshot.com .actix. Using the Actix Software uninstall routine by running Setup again will only remove the ‘Actix Software’ program.1. www.NET 4. so you will need to remove the SQL Express components manually.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 24 3.4 Adding and removing programs The Add/Remove Programs dialog shows Actix Software and a series of SQL Express components: Adding and removing components of the installation This component division makes it easier for Microsoft updates to work for SQL Express. If you want to remove the database engine. Failure to remain connected to the network when one first launches the software may result in an incomplete installation. reboot your PC. attempt to repair the application using the Settings > Control Panel > Add/Remove Programs option before contacting Actix Support.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 25 3. as the installer cannot find the original installation source.4 SMS Package definition file contains incorrect parameter In the AtxInst.mif" extension.exe from Windows Explorer Launch from a previously created shortcut that points directly to the Analyzer.2. It is advised that.exe.com . edit the PDF file and remove the ". To correct this. but does not instruct the user to stay connected to the network throughout and after the reboot. To prevent such problems from occurring.3 Shortcuts fail to launch Actix Software If the Actix shortcuts displayed in the Windows Start menu fail.2 Installation source required on first launch of application after installation or web update.actix.exe’ in the root of the installation CD.2. you will see this message when you start the installation process: Reminder message You can find ‘setup.2. If the problem persists.mif" (keep the quotes) extension: /m "AtxInst. The MSI installation appears to finish and displays a message to reboot the machine.5 Actix Software fails on start-up after installation or upgrade Actix Software can fail to start correctly if you perform one of these actions:   Double-click on Analyzer. always launch Actix Software using the shortcut provided in the Windows Start menu. This can cause SMS rollouts of the software to fail.pdf file.2.mif" becomes /m "AtxInst" 3. you launch the software to ensure installation has fully completed. This will allow the installation to complete correctly.2. after installing the software or obtaining web updates. 3.1 Problem message on installation If you have not already installed SQL Server Express. and the shortcuts should now work.2 Troubleshooting installation issues 3. 3. 3. the name of the MIF file also includes the ". www. then Analyzer .log as: Error description: Timeout expired. simply close applications or restart. If the machine or network is running slowly. This may happen if the machine is under the minimum specification required to run Analyzer. Try the installation again using a valid copy of the installation package. Contact Actix support and send the report to assist the support engineer in diagnosing the problem.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 26 3.3. This is a common failure and is caused by a known issue in the MS SQL Express install. The Actix Diagnostics window 3 4 Click Generate Report.3 Troubleshooting standalone installations 3.2. www. try again later. the Actix SQL Express install may fail with the error message shown below.Diagnostics to open the Diagnostics window. If you are experiencing high network traffic. An installation package for the product Microsoft SQL Server Native Client cannot be found.7 Slow response from SQL Express The database part of the install has to establish a connection with SQL Express so that it can set everything up.com . 3.1 Check that the license is working correctly 1 2 Check that an Actix dongle is securely plugged into the appropriate parallel or USB port. select Management. 3. If the machine is running many applications. this can take longer than the maximum time allowed for the process.2.actix. From the Actix menu. The solution is to uninstall the SQL Native Client using Add/Remove Programs (ARP). This will be shown in runsql.6 SQL Native Client already installed If this is already installed (probably because of a previous failed SQL Express install). Check that the licensed solution code is correct and note the adjacent information. select About… to show this window: The About Box If you need to contact Actix support.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 27 3.com . www.actix. make a note of the build number at the top right.2 About Box  From within your Actix solution's Help menu.3. actix.1 Connecting via a Proxy Server After entering the Product ID. Enter the username/password to initiate a connection to the Server.4. Entering the username and password to use a proxy service If a proxy server is used on your network.actix. an additional dialog may be displayed.2 Communications problem If the activation process fails due to a problem connecting to the Activation server.com . 3.4. www. and the connection to the Internet appears to be working correctly (for example the website www.com can be seen using an Internet browser) try activating manually. the dialog below will be displayed. The activation error message screen If the same error continues to occur. this dialog will also appear when you connect to the Internet using Internet Explorer (or another web browser). Enter the same username/password that you use to access the Internet.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 28 3.4 Troubleshooting the activation process 3. This happens if a proxy server with authentication is being used on the network. 4.5.3 Activation denied If the activation process fails and the dialog below is displayed. The activation error warning screen 3.1 Terminal Server Sessions Actix Solutions will not run inside a remote Terminal Server session. a valid license was not found. Contact your administrator to request the purchase of an additional Actix product license.5. all the purchased licenses are in use. the unexpired license is in the proper place and the problem persists. this could be because:    the license is temporary and has expired the dongle has not been detected the license file is not in the Analyzer\Bin directory If the dongle is properly attached.5 Troubleshooting Actix Software issues 3.actix. Licensing error message For dongle-based licenses. 3.2 No Lservrc found If your computer displays the dialog below. The software will run if the user logs in directly at the terminal. contact Actix Support for assistance. even with a valid standalone or activated license.com .Actix Software Installation Guide October 2012 Troubleshooting licensing issues 29 3. www. 0\GeoDict. www. restart Windows to allow the MapInfo fonts to be properly registered with Windows.Actix Software Installation Guide October 2012 Troubleshooting licensing issues 30 For an activated license. an error message is displayed.5 GeoDict.5. Clock reversal error message To correct a computer with a clock reversal problem. If the problem persists. Actix will provide instructions to clear the clock reversal using the diagnostic utility. this could be because:    the license is temporary and has expired the computer hardware has been modified since the computer was activated the Activation.DCT could not be located The software displays this message: The geodictionary file C:\Program Files\Mapinfo Mapx\4. 3. contact Actix Support for assistance.4 Incorrect trace symbols used on map After installing Analyzer and opening a map. from the Control Panel's Add/Remove Programs option. To correct this problem.DCT could not be located This problem can occur because of uninstalling MapInfo Professional after having installed Actix Software.actix. This problem can result in attributes not displaying on the map. select the Repair option for Actix Software. If this occurs. If the clock is reversed.5.com . the trace symbols being used may not be correct (that is.5. 3. # will be used rather than a solid circle).xml file is not here: %ALLUSERSPROFILE%\Application Data\Actix\Analyzer\ Reactivating using the Machine ID should solve the problem.3 Clock tamper detection Actix Solutions are protected against clock reversals. contact Actix Support and attach the diagnostics report. 3. actix.com .Actix Software Installation Guide October 2012 Troubleshooting licensing issues 31 www. actix.com .Actix Software Installation Guide October 2012 Troubleshooting licensing issues 32 www.