Actix Software Installation Guide

Software InstallationGuide June 2016 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. C opyright © Actix 2016. All rights reserved. All trademarks are hereby acknowledged. www.actix.com Actix Software Installation Guide June 2016 C ontents 3 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 AC TIX SOFTWARE LICENSING ............................................................................. 6 1.3.1 Standalone licensing....................................................................................................7 1.3.2 Activated licensing.......................................................................................................7 1.4 REQUIREMENTS ............................................................................................ 8 1.4.1 Minimum configuration for 64-bit Analyzer...................................................................8 1.4.2 Recommended configuration for 64-bit Analyzer ..........................................................9 1.4.3 Minimum configuration for 32-bit Analyzer.................................................................10 1.4.4 Recommended configuration for 32-bit Analyzer ........................................................11 1.5 BEFORE PROCEEDING WITH THE INSTALLATION ........................................................12 1.6 UPGRADING FROM PREVIOUS VERSIONS ................................................................12 1.7 INSTALLING THE FULL RELEASE..........................................................................12 1.8 MICROSOFT SQL SERVER 2012 EXPRESS .............................................................12 1.8.1 Installing SQL Express ...............................................................................................12 1.9 INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE...............................................12 1.9.1 Using the Setup command.........................................................................................13 1.9.2 Running the MSI .......................................................................................................13 1.9.3 Command line parameters.........................................................................................13 1.9.4 Installation requires computer reboots.......................................................................14 1.9.5 Disabling the Desktop shortcut ..................................................................................14 1.9.6 Preventing installation of Web update functionality ....................................................14 2 LICENSING YOUR SOFTWARE............................................................................. 16 2.1 STANDALONE LIC ENSES ..................................................................................16 2.1.1 Licensing a single Actix Solution ................................................................................16 2.1.2 Start your Actix Solution ...........................................................................................17 2.2 STANDARD AC TIVATION LIC ENSES ......................................................................18 2.2.1 Activate an Actix Solution ..........................................................................................18 2.2.2 Manual activation ......................................................................................................20 2.2.3 Re-activation.............................................................................................................22 2.2.4 Transfer of Activations...............................................................................................22 2.3 CONC URRENT AC TIVATION LICENSES ...................................................................23 3 TROUBLESHOOTING LICENSING ISSUES ............................................................... 24 3.1 T ROUBLESHOOTING GENERAL LICENSING ISSUES ......................................................24 3.1.1 Diagnostic reporting ..................................................................................................24 3.1.2 Applying license fixes provided by Actix Support ........................................................25 3.1.3 Forwarding logs to Actix Technical Support ................................................................25 3.1.4 Adding and removing programs .................................................................................26 3.2 T ROUBLESHOOTING INSTALLATION ISSUES.............................................................27 3.2.1 Problem message on installation................................................................................27 3.2.2 Installation source required on first launch of application after installation or web update. .............................................................................................................27 3.2.3 Shortcuts fail to launch Actix Software.......................................................................27 3.2.4 SMS Package definition file contains incorrect parameter ...........................................27 www.actix.com ...........com .........................3....................................6 SQL Native Client already installed .......................6 Map not displaying correctly ..............4 Incorrect trace symbols used on map ...........29 3................................................31 3..................32 3.........4.........Actix Software Installation Guide June 2016 C ontents 4 3........................5.........27 3.5 T ROUBLESHOOTING ACTIX SOFTWARE ISSUES........................31 3..............................................2.............................3 Activation denied..............30 3......................................................................................32 3................5 Actix Software fails on start-up after installation or upgrade ......................4................1 Connecting via a Proxy Server...5............................28 3..........................................28 3...............5....................32 3.......................................1 Terminal Server Sessions ......................5.......31 3.....................DCT could not be located .....................................5 GeoDict...................28 3......................................................................32 www....5............2...............................................3................5....2 No Lservrc found .3 T ROUBLESHOOTING STANDALONE INSTALLATIONS..........31 3................................1 Check that the license is working correctly.4 T ROUBLESHOOTING THE ACTIVATION PROCESS ...................................................30 3.....................................actix...........4...................2.......................................................................................30 3...................................................................7 Slow response from SQL Express ...................................28 3................................................................2 Communications problem ....................2 About Box .................3 Clock tamper detection...................... These can be tailored exclusively to your individual or corporate requirements.1 About this guide The format of this guide is to show you Analyzer's basic features. Actix software can be installed locally. button or hyperlink that you can select in the application’s user interface.actix. The Actix software installation is constructed using Windows Installer (MSI). Note that when you see a word appear like this in the text. Not every product function is described—just the core information. or deployed to multiple client machines using Microsoft Systems Management Server (SMS). see the online help. 1.com . Preferences would indicate the ‘Preferences’ command available from the ‘Tools’ menu. 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. which is an integral part of the Microsoft Windows operating system and is able to assist in the installation and management of Windows Applications. it refers to a menu selection. For detailed information on other areas of the product. www. For example: Tools. so you can be productive with your solution right from the start.Actix Software Installation Guide June 2016 Installing Actix software 5 1 Installing Actix software This section describes the installation process for Actix software based on the Analyzer platform. 2.myactix.Actix Software Installation Guide June 2016 Installing Actix software 6 1. This means that every machine that runs an Actix solution has its own license (not normally transferable between machines). 1 Customers who purchased software with previous licensing systems should consult the installation guide provided with the original software.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. through a plug-in dongle (hardware key) and license file  Standard Activation.com . Customer Contacts are the only persons permitted to open or update technical Cases with Actix Product Support.2 More information Further details regarding Actix Support and Maintenance can be found in the Actix Product Support Description.2. The Customer Contacts should be suitably trained on Actix Software products prior to opening any support Cases. a plug-in dongle  Concurrent Activation. www. or without. Following installation. and provides 24x7 access to a web-enabled support system that allows customers to leverage the power of the Actix knowledgebase. the US and Asia. All Actix solutions are licensed 'per-machine'. 1.actix. through a connection with an Activation server hosted by Actix – either with. Help is available on how to use MyActix when you log on.3 Actix software licensing You should understand how you intend to license your software before you start the installation process. See your licensing agreement for further details. The MyActix portal provides a personalized interface to the Actix Support Service and many other useful resources including product downloads. Actix delivers support services through service desks located in EMEA. There is also an RSS feed available to keep up to date with new resources being posted to the portal. Actix solutions are supplied using these forms of license enforcement 1. customers are encouraged to register at www. 1. available on the MyActix portal. through a connection with an Activation server hosted locally Check with your administrator to determine which licensing method you will be using.  Standalone. facilitate self-help and allow Actix to track and communicate the progress of any logged issue quickly and effectively. Customer Contacts can use MyActix to report new cases. monitor their progress and submit requested information. a knowledge base of known issues and general product information. Instructions on how to use each of these licensing methods are provided on page 16. Cases submitted by a specific customer are visible only to the Contacts associated with that customer. efficient and quality support across the Actix product portfolio. 1.1 Getting started with MyActix Actix provides access to Product Support via a dedicated web portal. Check that you follow the appropriate installation type when you install your Actix solution. with automatic emails providing notification of updates.com to create a Customer Contact account. you will need to re-activate your computer using your unique Machine ID or approach Actix for a replacement. one that plugs into a parallel port and one that plugs into a USB socket. you need a direct connection to the Local Activation server.3.actix. With Local Activation. provided as part of the activation process. Note Do not edit lservrc—if you corrupt this file.2 Activated licensing Activated license enforcement uses a combination of these two elements:  A Product ID. Do not edit Activation. www. the PC on which the Actix software was installed must be connected to the Activation Server 2 You may also require a third element . For a user to be able to operate an activated installation. you can still activate the software by manually exchanging emails with Actix Support. if a direct Internet connection to the Activation Server is unavailable. 1.1 Standalone licensing Standalone license enforcement uses a combination of these two elements:  A 'dongle' (small hardware device that plugs into a computer).Actix Software Installation Guide June 2016 Installing Actix software 7 1. There are two types of dongle.com . There are two types of dongle: one that plugs into a parallel port.  A license file ('lservrc') that is shipped separately from the software. used to activate the software. This file contains the activation and licensing information. Using the activation process for the software locks the license file to the unique combination of hardware in a particular PC.xml').check with your administrator:  A 'dongle' (small hardware device that plugs into a computer).xml — if you corrupt this file. 2With Standard Activation.  A file ('Activation. you will need to approach Actix for a replacement.3. and one that plugs into a USB socket. Activation requires the user to make a one -off connection with the Actix Activation Server. 0 SP1 or later Requirements Microsoft Office 2003 or above (required by Actix Software) If you use Kaspersky Virus Checker.mspx.6.microsoft. www. see: automatically) http://www.1 Minimum configuration for 64-bit Analyzer Item Requirement Processor 1+ GHz Framework .1 (installed SQL Server Express 2012 (for more information. Memory 4+ GB RAM Hard Disk Space 2+ GB Other Microsoft Internet Explorer 6. contact Actix Support Always check the latest release notes for more information.4 Requirements 1.1  Windows 7 SP1  Windows Server 2012  Windows Server 2008 R2 SP1 This version of Actix software does not run on any 32-bit operating system.NET Framework 4.4.com/sql/editions/express/sysreqs.actix.Actix Software Installation Guide June 2016 Installing Actix software 8 1.com .) Operating  Windows 10 System  Windows 8  Windows 8. www.) Operating  Windows 10 System  Windows 7 SP 1  Windows 8  Windows 8.4.mspx.com .Actix Software Installation Guide June 2016 Installing Actix software 9 1.1 (installed SQL Server Express 2012 (for more information.actix.6.0 Requirements Microsoft Office 2010 or Office 2013 If you use Kaspersky Virus Checker.1  Windows Server 2012  Windows Server 2008 R2 SP1 This version of Actix software does not run on any 32-bit operating system. contact Actix Support Always check the latest release notes for more information. Memory 16 GB RAM Hard Disk Space 200+ GB Other Microsoft Internet Explorer 10.2 Recommended configuration for 64-bit Analyzer Item Requirement Processor 2+ GHz.microsoft.com/sql/editions/express/sysreqs. see: automatically) http://www. four cores (physical) Framework .NET Framework 4. actix.1  Windows 7 SP1  Windows Server 2012  Windows Server 2008 R2 SP1 This version of Actix software can run on all 64-bit operating systems but in 32-bit mode.com/sql/editions/express/sysreqs. Memory 2+ GB RAM Hard Disk Space 2+ GB Other Microsoft Internet Explorer 6.com . see: automatically) http://www.3 Minimum configuration for 32-bit Analyzer Item Requirement Processor 1+ GHz Framework .0 SP1 or later Requirements Microsoft Office 2003 or above (required by Actix Software) If you use Kaspersky Virus Checker.mspx.6.microsoft.Actix Software Installation Guide June 2016 Installing Actix software 10 1. www.1 (installed SQL Server Express 2012 (for more information.) Operating  Windows 10 System  Windows 8  Windows 8. contact Actix Support Always check the latest release notes for more information.4.NET Framework 4. Memory 4 GB RAM Hard Disk Space 200+ GB Other Microsoft Internet Explorer 10. contact Actix Support Always check the latest release notes for more information.microsoft.6.com .0 Requirements Microsoft Office 2010 or Office 2013 If you use Kaspersky Virus Checker.4 Recommended configuration for 32-bit Analyzer Item Requirement Processor 2+ GHz.) Operating  Windows 10 System  Windows 7 SP1  Windows 8  Windows 8.mspx. four cores (physical) Framework . www. see: automatically) http://www.Actix Software Installation Guide June 2016 Installing Actix software 11 1.com/sql/editions/express/sysreqs.NET Framework 4.4.actix.1 (installed SQL Server Express 2012 (for more information.1  Windows Server 2012  Windows Server 2008 R2 SP1 Actix software runs on all 64-bit operating systems but in 32-bit mode. to be usable by SQL Express. The Actix Database installation is made up of several components.  Once the SQL Express installation is complete.8. although Administrators and advanced users may be interested to know that the complete. freely available Microsoft database installation is available. SQL Express is a key component in Actix Software.7 Installing the full release Manually run setup. If you were previously using MSDE. and may be used to install the Microsoft database software if required on another PC in a non-Actix context. Follow the instructions on the screen. 1.Actix Software Installation Guide June 2016 Installing Actix software 12 1.9 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. for example by using Control Panel > Add/Remove Programs.com . Only files that were installed during the original installation process will be removed. as th e size limit would be exceeded.6 Upgrading from previous versions Upgrading from an earlier version of Actix Software might result in the automatic un - installation of the old software before installing the new software. 1.5 Before proceeding with the installation Ensure that:  You have administrator rights  The target PC meets the requirements in section 1. lightw eight version of SQL Server 2012.exe’.exe.actix.4. if you attempt to load data that would exceed the internal size limit threshold. However. and is normally installed seamlessly as part of the Actix Software installation.8 Microsoft SQL Server 2012 Express Microsoft® SQL Server™ 2012 Express Edition is an easy-to-use. any existing repository projects will need to be recreated using the original data. 1. Analyzer will display a message saying that the data load cannot go on. 1. Note that you are restricted to a maximum database size of 10 GB of processed data.  Run the file ‘Setup. On completion you may need to restart your PC. then follow the instructions on the screen. we recommend that you remove it. once the Actix Software installation has completed. the Actix Software installation begins. All these components are installed by using the Actix Software installer.1 Installing SQL Express Note You cannot install to network locations. Note that. www. 1. and even if a silent install has been selected for the Actix part of the installation. to use logging. It will also generate full installation logging that can be used to assist www. execute the following command: Setup 1. 1 From the command prompt.msi /l*v c:\logfile. a license agreement will always be displayed if the setup exe is used and .exe is a wrapper that will also install the dependencies of the main installation.NET framework.log” Due to restrictions placed on the Microsoft .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. These dependencies must previously have been installed:  Windows Installer 4.6.2 Running the MSI As an alternative to running Setup.bat that will carry out a full installation of the Actix Software (as the command line above does).NET Framework 4.Actix Software Installation Guide June 2016 Installing Actix software 13 1.bat 1. Note that in these examples the D:\ drive is taken to be your CD drive.1  Microsoft SQL Server 2012 Express R2 SP1 The following instructions explain how to install SQL Express on its own.9.log setup /V”l*v c:\logfile. you can run the MSI directly.bat file to execute the SQL Express installer without going through the Actix Software installation process: D:\> runinstall. In the “Support\MSI” directory of the Actix Software Installation CD there is a script called diagsetup. the respective commands would be : msiexec /i AtxInst. you can run the .  From a command prompt.1 Using the Setup command The setup.9.com . change to the D drive: C:\> D: 2 Change directory to the SQL Express installation folder: D:\> cd \db\ISSetupPrerequisites\{1020E79F-7739-413C-BEFC- 1A7FF2252F98} 3 From here.actix.9.NET is being installed.5  Microsoft . or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName This is the database user name.Actix Software Installation Guide June 2016 Installing Actix software 14 diagnosing installation problems. Organizations that require greater control over the software installed on the user's machine may not want this functionality.aspx.9. For more information on applying parameters to MSI.com/en- us/library/aa367988(VS. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName This is the database server name.com . will be written to the root drive where your windows operating system is held. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Password This is the database password. add the following property to the msiexec command line (in the SMS package definition): REBOOT=REALLYSUPPRESS If you do plan to suppress reboots. 1. or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Provider This is the OLE provider used to connect to the database. The log file produced.6 Preventing installation of Web update functionality The Actix Software installation allows product updates to be automatically downloaded and installed over the Internet. To do this. you should first deploy the installation into a test deployment environment. you can instruct the setup to not install any web setup functionality onto the user's machine during the initial installation of the software. To suppress as many reboots as possible during the installation. set the NOWEBUPDATE property on the msiexec command line interface : msiexec /I AtxInst. “AtxInst.85).5 Disabling the Desktop shortcut The installation creates an optional desktop shortcut which can be disabled though the install UI. AC TIX_DBUSERNAME Actix. 1. add the following property to the msiexec command line: DESKTOPSHORTCUT=0 1. AC TIX_DBSERVERNAME Temp.9.actix. Actix-specific installer parameters are: Parameter Defaults AC TIX_DBPASSWORD Xitca123.log”. see http://msdn. AC TIX_DBPROVIDER SQLOLEDB.msi NOWEBUPDATE=1 This can also be done by using: www. to determine whether the initial reboot will need to be suppressed. To not create the desktop shortcut.microsoft.9.4 Installation requires computer reboots The installation may require a reboot during or at the end of the installation phase. In light of this. Actix Software Installation Guide June 2016 Installing Actix software 15 setup /v”NOWEBUPDATE=1” www.actix.com . Programs. that this is a request for a license key file.actix. Actix menu.1 Standalone licenses 2. you will need to approach Actix for a replacement. Check that you follow the appropriate installation type when you install your Actix solution.1. along with any other relevant information – for example. 1 Plug the dongle into the appropriate parallel port or USB port on the back of the computer. Instructions on how to perform each of these installations are provided here. 5 When you receive the appropriate email from Actix.Diagnostics to open the Diagnostics window. click Copy to clipboard and paste the information into an email to Actix. Information on troubleshooting any problems you may encounter with licensing your product is given in the section Troubleshooting licensing issues on page 24. The Diagnostics window 3 Click Generate Report. Now you need to obtain the information from which Actix can program your lservrc license key file. then Analyzer (or other product nam e) . extract the lservrc file to the following folder: (for Windows XP users) C:\Documents and Settings\All Users\Application Data\Actix\Analyzer\Bin www. 2 From the Start. 2. Note Do not edit lservrc or add an extension—if you corrupt this file.com .Actix Software Installation Guide June 2016 Licensing your software 16 2 Licensing your software A description of the types of Actix licensing in use is provided on page 5. 4 To send the information to Actix.1 Licensing a single Actix Solution You must have installed your Actix Solution as described earlier. select Management. If no license file is found.com . give it a fake extension—for example. Analyzer.old— which will deactivate it.Actix Software Installation Guide June 2016 Licensing your software 17 (for Windows 7 SP1 and Windows 2012 Server users) C:\Program Data\Actix\Analyzer\Bin Note Do not give the lservrc file an extension. To keep an old file.1. lservrc. the following dialog appears: The Actix Licensing Wizard www. Actix. Ensure that you do not have more than one file called lservrc on your PC. select Programs.2 Start your Actix Solution 1 From the Windows Start menu. If a valid license file is present in the correct location the software will start immediately.actix. 2. proceed to the next section. Actix. select Programs. Analyzer (or the solution name if different). read the next section. If you have any problems.Actix Software Installation Guide June 2016 Licensing your software 18 ▫ If this is a standalone installation.actix.2.1 Activate an Actix Solution You must have installed your Actix Solution as described earlier. The dialog below will be displayed.2 Standard Activation licenses Note For information on Concurrent Activation. 2 If you require a dongle. ensure that the second option is selected and click Next. 2. 1 Obtain the Product ID from your administrator (which will have been emailed by Actix). Licensing instructions 2 Click Done. For instructions on manually activating the software. Please contact your company’s representative to obtain a Product ID as Actix Support will not give out Product IDs to end-users. 3 From the Windows Start menu. please refer to the Concurrent Activation Licensing Guide PDF document. Note Actix will only supply Product IDs to known contacts within a customer’s organisation.com . www. 2. Manual activation. ensure it is plugged in. click Next.com .Actix Software Installation Guide June 2016 Licensing your software 19 The Actix Licensing Wizard 4 Ensure the top option is selected and click Next. 5 Enter the Product ID supplied by your administrator. Entering the Product ID The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. www. It is highly recommended that the default user reference is retained.actix. This can be used to assist Actix Support in restoring your activation should the details be lost. 7 Once you have entered the Product ID. 6 The user reference field is automatically filled in. You may accept the default or change it to something memorable. actix. Management. www. in order to manually activate the product. 9 Make a note of the Machine ID. Note Your Machine ID should be written down. Analyzer (or the solution name if different) – Activation Wizard. select Programs. first select the checkbox. then click Next. Actix. A message window confirms successful activation.2. Manual activation via the Actix Licensing Wizard 4 Ensure the top option is selected. ensure it is plugged in. and click Next.com . The Machine ID can be used to restore your activation should it become deleted or corrupted.2 Manual activation 1 Obtain the Product ID from your administrator (Actix will have emailed the ID). If something happens to the computer this information will enable the license to be restored.Actix Software Installation Guide June 2016 Licensing your software 20 8 If the automatic activation fails. 5 Enter the Product ID supplied by your administrator. 2 If you require a dongle. or stored somewhere other than the computer hard disk. together with the user reference. which is a unique refe rence for each computer. 2. 3 From the Windows Start menu. 7 Once the Product ID has been entered. Send the email to the previously noted address or to your Actix support contact. You may accept the default or change it to something memorable. If the activation.actix.xml'. 6 The user reference field is automatically filled in. together with the user reference. www. 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.Actix Software Installation Guide June 2016 Licensing your software 21 Entering the Product ID The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. 9 Click the Exit button to close the wizard. 8 Make a note of the email address given in this dialog.xml file becomes corrupted. 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. This can be used to assist Actix Support in restoring your activation should the details be lost. 10 Actix support will provide a file called 'Activation. 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. It is highly recommended that the default user reference is retained. Note Your Machine ID should be written down.com . This is a unique reference for each computer. check the Manual activation box and click Next to display the activation request dialog. the Machine ID information will help re -activate your computer (see below). 11 Make a note of your Machine ID (which is displayed in the About Actix Solutions box). the correct details will be automatically entered in the wizard. Actix menu. you will need to contact Actix support in order to restore your license. This means that every machine that runs an Actix solution has its own license. rather than the original Product ID.xml file is present.4 Transfer of Activations All Actix solutions are licensed 'per-machine'. start the Activation Wizard from the Start Menu.2.Diagnostics and then click the Admin tab to open the Activation Transfer Request window.com . this must be plugged in to re-activate. then Analyzer (for exam ple) .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.2. If the Activation.xml file has been lost. Simply follow the steps to re-activate without changing any of the details. Programs. To re-activate.3 Re-activation Your software could become de-activated and require re-activation. To determine if your Activation is eligible for a transfer 1 From the Start. 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). 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. If the Machine ID has been lost. This can happen if:  The name of the computer changes  The hardware configuration is significantly changed  The 'Activation. If you require a dongle. select Management. which is not normally transferable between machines. If the Activation.Actix Software Installation Guide June 2016 Licensing your software 22 2. www. enter your Machine ID. Your use r reference will assist Actix Support in restoring your license.actix. which will request your current Activation is released to be available for use on another PC. you can click the Request Transfer button.com . Note you need to be connected to the internet to request an Activation transfer. 3 Once your transfer request has been confirmed.Actix Software Installation Guide June 2016 Licensing your software 23 2 This page will report your Activation transfer status. refer to:  Actix Concurrent Activation Licensing Guide  Actix Mini Activation Administration Guide www. and if eligible. 2.3 Concurrent Activation licenses For more information.actix. go to the new PC and Activate it in the normal way using your Product ID. to send to a specific contact. To start the diagnostic utility. and the contents of the report can be copied to the clipboard for use with a different email client.1 Troubleshooting general licensing issues 3. go to Start. select Management. Programs. then Analyzer (for exam ple) . a blank window is displayed with the Report tab selected: The Actix licensing diagnostics screen Clicking on Generate Report produces the licensing report. Please supply a copy of the diagnostic report with any requests for licensing support.1.1 Diagnostic reporting To assist Actix support in resolving licensing problems.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 24 3 Troubleshooting licensing issues 3.Diagnostics. and clicking on Send Report to: lets you send the report directly to Actix Support. a diagnostic utility is supplied as part of the software installation. www. On running the program.com . Actix menu. A different address can be typed into the address box.actix. 1\MSSQL\LOG\ There may be various instances of SQL Express. or you have problems with the operation of the database. Browse for the appropriate file and click Apply Fix.actix.2. from the folder: \Actix\Analyzer\Database\Scripts\ …this file: RunSQL. Note that with several installations of SQL Express. 3.lo g file. for example. MSSQL. each with its own 4GB-limit database. Full details of the process will be supplied by Actix Support.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 25 3. www. Each subsequent installation will have its own folder.com .1. when you see an SQL Error Detected screen.log …and also logfiles from this folder: \Program Files\MS SQL Server\MSSQL. Note Actix Support do not need a copy of the SQLERROR. please can you raise a case in MyActix. you may find it difficult to isolate which database contains the error.3 etc.3 Forwarding logs to Actix Technical Support If you have difficulties with installing the database – for example. MSSQL. You should include.1.2 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. actix.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. www. you will need to remove all the MS SQL Express-installed programs shown in the above screenshot. Using the Actix Software uninstall routine by running Setup again will only remove the ‘Actix Software’ program.1 must be on the PC before you can successfully remove SQL Express.1. so you will need to remove the SQL Express components manually.com .6. Note . If you want to remove the database engine.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 26 3.NET 4. 3. reboot your PC.pdf file. attempt to repair the application using the Settings > Control Panel > Add/Remove Programs option before contacting Actix Support.2 Installation source required on first launch of application after installation or web update.2.exe’ in the root of the installation CD.2. you launch the software to ensure installation has fully completed.com .2.2 Troubleshooting installation issues 3.mif" (keep the quotes) extension: /m "AtxInst.mif" extension. It is advised that. after installing the software or obtaining web updates. the name of the MIF file also includes the ". you will see this message when you start the installation process: Reminder message You can find ‘setup.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 27 3. always launch Actix Software using the shortcut provided in the Windows Start menu.mif" becomes /m "AtxInst" 3. Failure to remain connected to the network when one first launches the software may result in an incomplete installation. This will allow the installation to complete correctly.2. To correct this. and the shortcuts should now work. This can cause SMS rollouts of the software to fail.actix.exe. as the installer cannot find the original installation source. www. 3.5 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. edit the PDF file and remove the ".1 Problem message on installation If you have not already installed SQL Server Express. 3.3 Shortcuts fail to launch Actix Software If the Actix shortcuts displayed in the Windows Start menu fail.4 SMS Package definition file contains incorrect parameter In the AtxInst. To prevent such problems from occurring. but does not instruct the user to stay connected to the network throughout and after the reboot.2.exe from Windows Explorer  Launch from a previously create d shortcut that points directly to the Analyzer. The MSI installation appears to finish and displays a message to reboot the machine. If the problem persists. 2. simply close applications or restart. this can take longer than the maximum time allowed for the process.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. This is a common failure and is caused by a known issue in the MS SQL Express install.com . try again later. the Actix SQL Express install may fail with the erro r message shown below.3 Troubleshooting standalone installations 3.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 28 3. 2 From the Actix menu. The solution is to uninstall the SQL Native Client using Add/Remove Programs (ARP). If the machine or network is running slowly. 3. www.Diagnostics to open the Diagnostics window. If the machine is running many applications.3.log as: Error description: Timeout expired.actix. 3. An installation package for the product Microsoft SQL Server Native Client cannot be found.2. This may happen if the machine is under the minimum specification required to run Analyzer. 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). The Actix Diagnostics window 3 Click Generate Report. Try the installation again using a valid copy of the installation package.1 Check that the license is working correctly 1 Check that an Actix dongle is securely plugged into the appropriate parallel or USB port. 4 Contact Actix support and send the report to assist the support engineer in diagnosing the problem. If you are experiencing high network traffic. then Analyzer . select Management. Actix Software Installation Guide June 2016 Troubleshooting licensing issues 29 3.2 About Box  From within your Actix solution's Help menu.3.com .actix. www. select About… to show this window: The About Box If you need to contact Actix support. Check that the licensed solution code is correct and note the adjacent information. make a note of the build numbe r at the top right. com can be seen using an Internet browser) try activating manually. this dialog will also appear when you connect to the Internet using Internet Explorer (or another web browser). Enter the username/password to initiate a connection to the Server.actix.4 Troubleshooting the activation process 3. www. Enter the same username/password that you use to access the Internet. and the connection to the Internet appears to be working correctly (for example the website www. Entering the username and password to use a proxy service If a proxy server is used on your network.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 30 3.actix.2 Communications problem If the activation process fails due to a problem connecting to the Activation server.4.4.com . the dialog below will be displayed. an additional dialog may be displayed.1 Connecting via a Proxy Server After entering the Product ID. The activation error message screen If the same error continues to occur. This happens if a proxy server with authentication is being used on the network. 3. Actix Software Installation Guide June 2016 Troubleshooting licensing issues 31 3. Licensing error message For dongle-based licenses.com . 3.actix. all the purchased licenses are in use.2 No Lservrc found If your computer displays the dialog below.5. www. a valid license was not found. contact Actix Support for assistance. The activation error warning screen 3.3 Activation denied If the activation process fails and the dialog below is displayed.5.4. even with a valid standalone or activated license.5 Troubleshooting Actix Software issues 3. Contact your administrator to request the purchase of an additional Actix product license.1 Terminal Server Sessions Actix Solutions will not run inside a remote Terminal Server session. The software will run if the user logs in directly at the terminal. 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. the unexpired license is in the proper place and the problem persists. from the Control Panel's Add/Remove Programs option.com . 3.xml file is not here: %ALLUSERSPROFILE%\Application Data\Actix\Analyzer\ Reactivating using the Machine ID should solve the problem. Clock reversal error message To correct a computer with a clock reversal problem. the trace symbols be ing used may not be correct (that is.0\GeoDict. an error message is displayed.DCT could not be located This problem can occur because of uninstalling MapInfo Professional after having installed Actix Software.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 32 For an activated license.4 Incorrect trace symbols used on map After installing Analyzer and opening a map. this could be because:  the license is temporary and has expired  the computer hardware has been modified since the computer was activated  the Activation.5.3 Clock tamper detection Actix Solutions are protected against clock reversals.5. 3.actix. If this occurs.6 Map not displaying correctly If the map is not displaying the expected area. www. contact Actix Support and attach the diagnostics report. If the clock is reversed.5.DCT could not be located The software displays this message: The geodictionary file C:\Program Files\Mapinfo Mapx\4. select the Repair option for Actix Software. # will be used rather than a solid circle). perform the following actions: 1 From Internet Explorer.5 GeoDict. select Tools > Internet options > Security. contact Actix Support for assistance. If the problem persists. To correct this problem. restart Windows to allow the MapInfo fonts to be properly registered with Windows. Actix will provide instructions to clear the clock reversal using the diagnostic utility. 3. 3. This problem can re sult in attributes not displaying on the map.5. actix.com . 4 Now set Initialize and script ActiveX controls not marked as safe for scripting to Enable. 3 Select Custom Level… to open the Security Settings – Internet Zone dialog. www.Actix Software Installation Guide June 2016 Troubleshooting licensing issues 33 2 Set the zone to Internet. Actix Software Installation Guide June 2016 Troubleshooting licensing issues 34 www.com .actix.