Actix Software Installation Guide

Software Installation Guide

October 2012

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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 inaccuracies that appear in this documentation. Copyright © Actix 2012. All rights reserved. All trademarks are hereby acknowledged.

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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 inaccuracies that appear in this documentation. Copyright © Actix 2012. All rights reserved. All trademarks are hereby acknowledged.

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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 ROUBLESHOOTING LICENSING ISSUES ............................................................ 22 3.1 TROUBLESHOOTING GENERAL LICENSING ISSUES ....................................................... 22 3.1.1 Diagnostic reporting ............. .......................... .......................... .......................... .......................... .......................... ......................... ............ 22 3.1.2 Applying license fixes provided by Actix Support ............. .......................... .......................... ......................... ............ 23 3.1.3 Forwarding logs to Actix Technical Support ................... ................................ .......................... .......................... ............... 23 3.1.4 Adding and removing programs...................... 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

3.2.7 Slow response from SQL Express......................................................................... 26

3.3 TROUBLESHOOTING STANDALONE INSTALLATIONS ...................................................... 26 3.3.1 Check that the license is working correctly ........................................................... 26 3.3.2 About Box ........................................................................................................ 27

3.4 TROUBLESHOOTING THE ACTIVATION PROCESS .......................................................... 28 3.4.1 Connecting via a Proxy Server ............................................................................ 28 3.4.2 Communications problem ................................................................................... 28 3.4.3 Activation denied ............................................................................................... 29

3.5 TROUBLESHOOTING ACTIX SOFTWARE ISSUES .......................................................... 29 3.5.1 3.5.2 3.5.3 3.5.4 3.5.5

Terminal Server Sessions ................................................................................... 29 No Lservrc found ............................................................................................... 29 Clock tamper detection ...................................................................................... 30 Incorrect trace symbols used on map................................................................... 30 GeoDict.DCT could not be located........................................................................ 30

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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. The Actix software installation is constructed using Windows Installer (MSI), which is an integral part of the Microsoft Windows operating system and is able to assist in the installation and management of Windows Applications. Actix software can be installed locally, or deployed to multiple client machines using Microsoft Systems Management Server (SMS).

1.1 About this guide The format of this guide is to show you Analyzer's basic features. Not every product function is described— just the core information, so you can be productive with your solution right from the start. For detailed information on other areas of the product, see the online help. Note that when you see a word appear like this in the text, it refers to a menu selection, button or hyperlink that you can select in the application’s user interface. For example: Tools, 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””

For a detailed understanding of your solution, you should attend a full Actix training or workshop session. These can be tailored exclusively to your individual or corporate requirements.

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1.2 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, efficient and quality support across the Actix product portfolio. Actix delivers support services through service desks located in EMEA, the US and Asia, and provides 24x7 access to a web-enabled support system that allows customers to leverage the power of the Actix knowledgebase, facilitate self-help and allow Actix to t rack and communicate the progress of any logged issue quickly and effectively.

1.2.1 Getting started with MyActix Actix provides access to Product Support via a dedicated web portal. The MyActix portal provides a personalized interface to the Actix Support Service and many other useful resources including product downloads, a knowledge base of known issues and general product information. Customer Contacts can use MyActix to report new cases, monitor their progress and submit requested information, with automatic emails providing notification of updates. Cases submitted by a specific customer are visible only to the Contacts associated with that customer. Following installation, customers are encouraged to register at www.myactix.com to create a Customer Contact account. Customer Contacts are the only persons permitted to open or update technical Cases with Actix Product Support. The Customer Contacts should be suitably trained on Actix Software products prior to opening any support Cases. Help is available on how to use MyActix when you log on. There is also an RSS feed available to keep up to date with new resources being posted to the portal.

1.2.2 More information Further details regarding Actix Support and Maintenance can be found in the Actix Product Support Description, available on the MyActix portal.

1.3 Actix software licensing You should understand how you intend to license your software before you sta rt the installation process. All Actix solutions are licensed 'per-machine'. This means that every machine that runs an Actix solution has its own license (not normally transferable between machines). See your licensing agreement for further details. Actix solutions are supplied using these forms of license enforcement1. 

Standalone, through a plug-in dongle (hardware key) and license file



Standard Activation, through a connection with an Activation server hosted by Actix – either with, or without, a plug-in dongle



Concurrent Activation, through a connection with an Activation server hosted locally

Check with your administrator to determine which licensing method you will be using. Instructions on how to use each of these licensing methods are provided on page 14. Check that you follow the appropriate installation type when you install your Actix solution.

1

Customers who purchased software with previous licensing systems should consult the installation guide provided with the original software. www.actix.com



1.3.1 Standalone licensing Standalone license enforcement uses a combination of these two elements: 

A 'dongle' (small hardware device that plugs into a computer). There are two types of dongle: one that plugs into a parallel port, and one that plugs into a USB socket.



A license file ('lservrc') that is shipped separately from the software. Note Do not edit lservrc—if you corrupt this file, you will need to approach Actix for a replacement.

1.3.2 Activated licensing Activated license enforcement uses a combination of these two elements: 

A Product ID, used to activate the software.



A file ('Activation.xml'), provided as part of the activation process. This file contains the activation and licensing information. For a user to be able to operate an activated installation, the PC on which the Actix software was installed must be connected to the Activation Server2

You may also require a third element - check with your administrator: 

A 'dongle' (small hardware device that plugs into a computer). There are two types of dongle, one that plugs into a parallel port and one that plugs into a USB socket. Do not edit Activation.xml — if you corrupt this file, you will need to re-activate your computer using your unique Machine ID or approach Actix for a replacement. Using the activation process for the software locks the license file to the unique combination of hardware in a particular PC. Activation requires the user to make a one-off connection with the Actix Activation Server.

2

With Standard Activation, if a direct Internet connection to the Activation Server is unavailable, you can still activate the software by manually exchanging emails with Actix Support. With Local Activation, you need a direct connection to the Local Activation server. www.actix.com



1.4 Requirements 1.4.1 Minimum configuration Item

Requirement

Processor

1+ GHz

Framework (installed automatically)

.NET Framework 4.0

Operating System



Windows 7



Windows 8



Windows 2008 Server



Windows XP with Service Pack 3 or later



Windows Server 2003 Standard, Enterprise, Web Edition, or Datacenter editions with Service Pack 2 or l ater



Windows Server 2003 R2






Windows Vista with SP1 or later

SQL Server Express 2008 R2 SP1 (for more information, see: http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Actix software runs on all 64-bit operating systems but in 32-bit mode. Memory

1+ GB RAM

Hard Disk Space

2 GB

Other Requirements

Microsoft Internet Explorer 6.0 SP1 or later Microsoft Office 2003 or above (required by Actix Software) If you use Kaspersky Virus Checker, contact Actix Support Always check the latest release notes for more information.

www.actix.com



1.4.2 Recommended configuration Item

Requirement

Processor

2+ GHz (Dual Core preferred)

Framework (installed automatically)

.NET Framework 4.0

Operating System



Windows XP with Service Pack 3 or later



Windows 7



Windows 8



Windows 2008 Server



Windows Server 2003 Standard, Enterprise, Web Edition, or Datacenter editions with Service Pack 2 or l ater









Windows Vista with SP1 or later

SQL Server Express 2008 R2 SP1 (for more information, see: http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Actix software runs on all 64-bit operating systems but in 32-bit mode. Memory

4 GB RAM

Hard Disk Space

200 GB

Other Requirements

Microsoft Internet Explorer 9.0 Microsoft Office 2007 or Office 2010 If you use Kaspersky Virus Checker, contact Actix Support Always check the latest release notes for more information.

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1.5 Before proceeding with the installation Ensure that: 

You have administrator rights



The target PC meets the requirements in section 1.4.

1.6 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. Only files that were installed during the original installation process will be removed.

1.7 Installing the full release Manually run setup.exe, then follow the instructions on the screen.

1.8 Microsoft SQL Server 2008 Express Microsoft® SQL Server™ 2008 Express Edition is an easy-to-use, lightweight version of SQL Server 2008. SQL Express is a key component in Actix Software, and is normally installed seamlessly as part of the Actix Software installation. 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, although Administrators and advanced users may be interested to know that the complete, freely

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available Microsoft database installation is available, and may be used to install the Microsoft database software if required on another PC in a non-Actix context. Note that you are restricted to a maximum database size of 10 GB of processed data. However, 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, as the size limit would be exceeded.

1.8.1 Installing SQL Express Note You cannot install to network locations. If you were previously using MSDE, we recommend that you remove it, for example b y using Control Panel > Add/Remove Programs. Note that, to be usable by SQL Express, any existing repository projects will need to be recreated using the original data, once the Actix Software installation has completed. 

Run the file ‘Setup.exe’.



Once the SQL Express installation is complete, the Actix Software installation begins. Follow the instructions on the screen. On completion you may need to restart your PC.

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.

1.9.1 Using the Setup command The setup.exe is a wrapper that will also install the dependencies of the main installation. 

From a command prompt, execute the following command: Setup

1.9.2 Running the MSI As an alternative to running Setup, you can run the MSI directly. These dependencies must previously have been installed: 

Windows Installer 4.5



Microsoft .NET Framework 4.0



Microsoft SQL Server 2008 Express R2 SP1

The following instructions explain how to install SQL Express on its own. Note that in these examples the D:\ drive is taken to be your CD drive.

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1


From the command prompt, 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, you can run the .bat file to execute the SQL Express installer without going through the Actix Software installation process: D:\> runinstall.bat

1.9.3 Command line parameters The setup exe fully supports MSI command line parameters that can be passed to msiexec by using: Setup /V””

For example, to use logging, the respective commands would be: msiexec /i AtxInst.msi /l*v c:\logfile.log setup /V”l*v c: \logfile.log”

Due to restrictions placed on the Microsoft .NET framework, a license agreement will always be displayed if the setup exe is used and .NET is being installed, and even if a silent install has been selected for the Actix part of the installation. 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). It will also generate full installation logging that can be used to assist diagnosing installation problems. The log file produced, “AtxInst.log”, will be written to the root drive where your windows operating system is held. Actix-specific installer parameters are: Parameter

Defaults

ACTIX_DBPASSWORD

Xitca123, or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Password This is the database password.

ACTIX_DBPROVIDER

SQLOLEDB, or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Provider This is the OLE provider used to connect to the database.

ACTIX_DBSERVERNAME

Temp, or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName This is the database server name.

ACTIX_DBUSERNAME

Actix, or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName This is the database user name.

For more information on applying parameters to MSI, see http://msdn.microsoft.com/enus/library/aa367988(VS.85).aspx. www.actix.com



1.9.4 Installation requires computer reboots The installation may require a reboot during or at the end of the installation phase. To suppress as many reboots as possible during the installation, add the following property to the msiexec command line (in the SMS package definition): REBOOT=REALLYSUPPRESS

If you do plan to suppress reboots, to determine whether the initial reboot will need to be suppressed, you should first deploy the installation into a test deployment environment.

1.9.5 Disabling the Desktop shortcut The installation creates an optional desktop shortcut which can be disabled though the install UI. To not create the desktop shortcut, add the following property to the msiexec command line: DESKTOPSHORTCUT=0

1.9.6 Preventing installation of Web update functionality The Actix Software installation allows product updates to be automatically downloaded and installed over the Internet. Organizations that require greater control over the software installed on the user's machine may not want this functionality. In light of this, you can instruct the setup to not install any web setup functionality onto the user's machine during the initial installation of the software. T o do this, set the NOWEBUPDATE property on the msiexec command line interface: msiexec /I AtxInst.msi NOWEBUPDATE=1

This can also be done by using: setup /v”NOWEBUPDATE=1”

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Licensing your software 14

2 Licensing your software A description of the types of Actix licensing in use is provided on page 5. Instructions on how to perform each of these installations are provided here. Check that you follow the appropriate installation type when you install your Actix solution. Note Do not edit lservrc or add an extension—if you corrupt this file, you will need to approach Actix for a replacement. Information on troubleshooting any problems you may encounter with licensing your product is given in the section Troubleshooting licensing issues on page 22.

2.1 Standalone licenses 2.1.1 Licensing a single Actix Solution You must have installed your Actix Solution as described earlier. 1

Plug the dongle into the appropriate parallel port or USB port on the back of the computer. Now you need to obtain the information from which Actix can program your lservrc license key file.

2

From the Start, Programs, Actix menu, select Management, then Analyzer (or other product name) - Diagnostics to open the Diagnostics window.

The Diagnostics window

3

Click Generate Report.

4

To send the information to Actix, click Copy to clipboard and paste the information into an email to Actix, along with any other relevant information – for example, that this is a request for a license key file.

5

When you receive the appropriate email from Actix, extract the lservrc file to the following folder: (for Windows XP users) C:\Documents and Settings\All Users\Application Data\Actix\Analyzer\Bin

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(for Windows Vista, Windows 7, and Windows 2008 Server users) C:\Program Data\Actix\Analyzer\Bin

Note Do not give the lservrc file an extension. 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, lservrc.old — which will deactivate it.

2.1.2 Start your Actix Solution 1

From the Windows Start menu, select Programs, Actix, Analyzer. If a valid license file is present in the correct location the software will start immediately. If no license file is found, the following dialog appears:

The Actix Licensing Wizard

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Actix Software Installation Guide October 2012 ▫


If this is a standalone installation, ensure that the second option is selected and click Next. The dialog below will be displayed.

Licensing instructions

2

Click Done.

If you have any problems, read the next section.

2.2 Standard Activation licenses Note For information on Concurrent Activation, please refer to the Concurrent Activation Licensing Guide PDF document.

2.2.1 Activate an Actix Solution You must have installed your Actix Solution as described earlier. For instructions on manually activating the software, proceed to the next section, Manual activation. 1

Obtain the Product ID from your administrator (which will have been emailed by Actix). Note Actix will only supply Product IDs to known contacts within a customer’s organisation. Please contact your company’s representative to obtain a Product ID as Actix Support will not give out Product IDs to end-users.

2

If you require a dongle, ensure it is plugged in.

3

From the Windows Start menu, select Programs, Actix, Analyzer (or the solution name if different).

www.actix.com



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. 6

The user reference field is automatically filled in. This can be used to assist Actix Support in restoring your activation should the details be lost. You may accept the default or change it to something memorable. It is highly recommended that the default user reference is retained.

7

Once you have entered the Product ID, click Next.

www.actix.com


8


If the automatic activation fails, in order to manually activate the product, first select the checkbox, then click Next. A message window confirms successful activation.

9

Make a note of the Machine ID, which is a unique reference for each computer. The Machine ID can be used t o restore your activation should it become deleted or corrupted. Note Your Machine ID should be written down, or stored somewhere other than the computer hard disk, together with the user reference. If something happens to the computer this information will enable the license to be restored.

2.2.2 Manual activation 1

Obtain the Product ID from your administrator ( Actix will have emailed the ID).

2

If you require a dongle, ensure it is plugged in.

3

From the Windows Start menu, select Programs, Actix, Management, Analyzer (or the solution name if different) – Activation Wizard.

Manual activation via the Actix Licensing Wizard

4

Ensure the top option is selected, and click Next.

5

Enter the Product ID supplied by your administrator.

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Entering the Product ID

The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. 6

The user reference field is automatically filled in. This can be used to assist Actix Support in restoring your activation should the details be lost. You may accept the default or change it to something memorable. It is highly recommended that the default user reference is retained.

7

Once the Product ID has been entered, check the Manual activation box and click Next to display the activation request dialog.

8

Make a note of the email address given in this dialog. 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). Send the email to the previously noted address or to your Actix support contact.

9

Click the Exit button to close the wizard.

10 Actix support will provide a file called 'Activation.xml'. 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. The exact location depends on the version of Windows – for example in a standard Windows XP installation it refers t o C:\Documents and Settings\All Users. 11 Make a note of your Machine ID (which is displayed in the About Actix Solutions box). This is a unique reference for each computer. Note Your Machine ID should be written down, or stored somewhere other than the computer hard disk, together with the user reference. If the activation.xml file becomes corrupted, the Machine ID information will help re-activate your computer (see below).

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2.2.3 Re-activation Your software could become de-activated and require re-activation. This can happen if: 

The name of the computer changes



The hardware configuration is significantly changed



The 'Activation.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. To re-activate, start the Activation Wizard from the Start Menu. If the Activation.xml file is present, the correct details will be automatically entered in the wizard. Simply follow the steps to re-activate without changing any of the details. If you require a dongle, this must be plugged in to re-activate. If the Activation.xml file has been lost, enter your Machine ID, rather than the original Product ID. If the Machine ID has been lost, you will need to contact Actix support in order to restore your license. Your user re ference will assist Actix Support in r estoring your license. Note Do not attempt to reactivate using the original Product ID as this could result in an additional license being issued to your computer.

2.2.4 Transfer of Activations All Actix solutions are licensed 'per-machine'. This means that every machine that runs a n Actix solution has its own license, which is not normally transferable between machines. 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). To determine if your Activation is eligible for a transfer 1

From the Start, Programs, Actix menu, select Management, then Analyzer (for example) - Diagnostics and then click the Admin tab to open the Activation Transfer Request window.

www.actix.com


2


This page will report your Activation transfer status, and if eligible, you can click the Request Transfer button, which will request your current Activation is released to be available for use on another PC. Note you need to be connected to the internet to request an Activation transfer.

3

Once your transfer request has been confirmed, go to the new PC and Activate it in the normal way using your Product ID.

2.3 Concurrent Activation licenses For more information, refer to: 

Actix Concurrent Activation Licensing Guide



Actix Mini Activation Administration Guide

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Troubleshooting licensing issues 22

3 Troubleshooting licensing issues 3.1 Troubleshooting general licensing issues 3.1.1 Diagnostic reporting To assist Actix support in resolving licensing problems, a diagnostic utility is supplied as part of the software installation. Please supply a copy of the diagnostic report with any requests for licensing support. To start the diagnostic utility, go to Start, Programs, Actix menu, select Management, then Analyzer (for example) - Diagnostics. On running the program, a blank window is displayed with the Report tab selected:

The Actix licensing diagnostics screen

Clicking on Generate Report produces the licensing report, and clicking on Send Report to: lets you send the report directly to Actix Support. A different address can be typed into the address box, to send to a specific contact, and the contents of the report can be copied to the clipboard for use with a different email client.

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3.1.2 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. Browse for the appropriate file and click Apply Fix. Full details of the process will be supplied by Actix Support.

3.1.3 Forwarding logs to Actix Technical Support If you have difficulties with installing the database – for example, when you see an SQL Error Detected screen, or you have problems with the operation of the database, please can you raise a case in MyActix. You should include, from the folder: \Actix\Analyzer\Database\Scripts\

…this file: RunSQL.log

…and also logfiles from this folder: \Program Files\MS SQL Server\MSSQL.1\MSSQL\LOG\

There may be various instances of SQL Express, each with its own 4GB-limit database. Each subsequent installation will have its own folder, for example, MSSQL.2, MSSQL.3 etc. Note that with several installations of SQL Express, you may find it difficult t o isolate which database contains the error. Note Actix Support do not need a copy of the SQLERROR.log file.

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3.1.4 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, 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, so you will need to remove the SQL Express components manually. Note .NET 4.0 must be on the PC before you can successfully remove SQL Express.

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3.2 Troubleshooting installation issues 3.2.1 Problem message on installation If you have not already installed SQL Server Express, you will see this message when you start the installation process:

Reminder message

You can find ‘setup.exe’ in the root of the installation CD.

3.2.2 Installation source required on first launch of application after installation or web update. The MSI installation appears to finish and displays a message to reboot the machine, but does not instruct the user to stay connected to the network throughout and after the reboot. Failure to remain connected to the network when one first launches the software may result in an incomplete installation, as the installer cannot find the original installation source. It is advised that, after installing the software or obtaining web updates, you launch the software to ensure installation has fully completed.

3.2.3 Shortcuts fail to launch Actix Software If the Actix shortcuts displayed in the Windows Start menu fail, reboot your PC. This will allow the installation to complete correctly, and the shortcuts should now work.

3.2.4 SMS Package definition file contains incorrect parameter In the AtxInst.pdf file, the name of the MIF file also includes the ".mif" extension. This can cause SMS rollouts of the software to fail. To correct this, edit t he PDF file and remove the ".mif" (keep the quotes) extension: /m "AtxInst.mif"

becomes

/m "AtxInst"

3.2.5 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.exe from Windows Explorer



Launch from a previously created shortcut that points directly to the Analyzer.exe.

To prevent such problems from occurring, always launch Actix Software using the shortcut provided in the Windows Start menu. If the problem persists, attempt to repair the application using the Settings > Control Panel > Add/Remove Programs option before contacting Actix Support.

www.actix.com



3.2.6 SQL Native Client already installed If this is already installed (probably because of a previous failed SQL Express install), the Actix SQL Express install may fail with the error message shown below. An installation package for the product Microsoft SQL Server Native Client cannot be found. Try the installation again using a valid copy of the installation package.

This is a common failure and is caused by a known issue in the MS SQL Express install. The solution is to uninstall the SQL Native Client using Add/Remove Programs (ARP).

3.2.7 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. If the machine or network is running slowly, this can take longer than the maximum time allowed for the process. This will be shown in runsql.log as: Error description: Timeout expired.

This may happen if the ma chine is under the minimum specification required to run Analyzer. If the machine is running many applications, simply close applications or restart. If you are experiencing high network traffic, try again later.

3.3 Troubleshooting standalone installations 3.3.1 Check that the license is working correctly 1

Check that an Actix dongle is securely plugged into the appropriate parallel or USB port.

2

From the Actix menu, select Management, then Analyzer - Diagnostics to open the Diagnostics window.

The Actix Diagnostics window

3

Click Generate Report.

4

Contact Actix support and send the report to assist the support engineer in diagnosing the problem.

www.actix.com



3.3.2 About Box 

From within your Actix solution's Help menu, select About

…

to show this window:

The About Box

If you need to contact Actix support, make a note of the build number at the top right. Check that the licensed solution code is correct and note the adjacent information.

www.actix.com



3.4 Troubleshooting the activation process 3.4.1 Connecting via a Proxy Server After entering the Product ID, an additional dialog may be displayed. This happens if a proxy server with authentication is being used on the network. Enter the username/password to initiate a connection to the Server.

Entering the username and password to use a proxy service

If a proxy server is used on your network, 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.

3.4.2 Communications problem If the activation process fails due to a problem connecting to the Activation server, the dialog below will be displayed.

The activation error message screen

If the same error continues to occur, and the connection to the Internet appears to be working correctly (for example the website www.actix.com can be seen using an Internet browser) try activating manually. www.actix.com



3.4.3 Activation denied If the activation process fails and the dialog below is displayed, all the purchased licenses are in use. Contact your a dministrator to request the purchase of an additional Actix product license.

The activation error warning screen

3.5 Troubleshooting Actix Software issues 3.5.1 Terminal Server Sessions Actix Solutions will not run inside a remote Terminal Server session, even with a valid standalone or activated license. The software will run if the user logs in directly at the terminal.

3.5.2 No Lservrc found If your computer displays the dialog below, a valid license was not found.

Licensing error message

For dongle-based licenses, 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, contact Actix Support for assistance.

www.actix.com



For an activated license, this could be because: 

the license is temporary and has expired



the computer hardware has been modified since the computer was activated



the Activation.xml file is not here: %ALLUSERSPROFILE%\Application Data\Actix\Analyzer\

Reactivating using the Machine ID should solve the problem. If the problem persists, contact Actix Support for assistance.

3.5.3 Clock tamper detection Actix Solutions are protected against clock reversals. If the clock is reversed, an error message is displayed.

Clock reversal error message

To correct a computer with a clock reversal problem, contact Actix Support and attach the diagnostics report. Actix will provide instructions to clear the clock reversal using the diagnostic utility.

3.5.4 Incorrect trace symbols used on map After installing Analyzer and opening a map, the trace symbols being used may not be correct (that is, # will be used rather than a solid circle). If this occurs, restart Windows to allow the MapInfo fonts to be properly registered with Windows.

3.5.5 GeoDict.DCT could not be located The software displays this message: The geodictionary file C:\Program Files\Mapinfo Mapx\4.0\GeoDict.DCT could not be located

This problem can occur because of uninstalling MapInfo Professional after having installed Actix Software. This problem can result in attributes not displaying on the map. To correct this problem, from the Control Panel's Add/Remove Programs option, select the Repair option for Actix Software.

www.actix.com



www.actix.com

Actix Software Installation Guide

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