actix software installation

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Software InstallationGuide


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Contents

1INSTALLING ACTIX SOFTWARE......................................................................... 5

1.1ABOUT THIS GUIDE............................................................................................ 5

1.2PRODUCT SUPPORT AND MAINTENANCE.................................................................... 61.2.1 Getting started with MyActix ................................................................................. 61.2.2 More information ................................................................................................. 6

1.3ACTIX SOFTWARE LICENSING................................................................................ 61.3.1 Standalone licensing ............................................................................................ 71.3.2 Activated licensing ............................................................................................... 7

1.4REQUIREMENTS................................................................................................ 81.4.1 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 ........................................................... 101.4.4 Recommended configuration for 32-bit Analyzer .................................................... 11

1.5BEFORE PROCEEDING WITH THE INSTALLATION.......................................................... 12

1.6UPGRADING FROM PREVIOUS VERSIONS.................................................................. 12

1.7INSTALLING THE FULL RELEASE............................................................................ 12

1.8MICROSOFT SQLSERVER 2008EXPRESS............................................................... 121.8.1 Installing SQL Express ....................................................................................... 13

1.9INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE................................................ 131.9.1 Using the Setup command .................................................................................. 131.9.2 Running the MSI ............................................................................................... 131.9.3 Command line parameters .................................................................................. 141.9.4 Installation requires computer reboots ................................................................. 151.9.5 Disabling the Desktop shortcut ............................................................................ 151.9.6 Preventing installation of Web update functionality ................................................ 15

2LICENSING YOUR SOFTWARE......................................................................... 16

2.1STANDALONE LICENSES..................................................................................... 162.1.1 Licensing a single Actix Solution .......................................................................... 162.1.2 Start your Actix Solution .................................................................................... 17

2.2STANDARD ACTIVATION LICENSES........................................................................ 182.2.1 Activate an Actix Solution ................................................................................... 182.2.2 Manual activation .............................................................................................. 202.2.3 Re-activation .................................................................................................... 22

2.2.4 Transfer of Activations ....................................................................................... 22

2.3CONCURRENT ACTIVATION LICENSES..................................................................... 23

3TROUBLESHOOTING LICENSING ISSUES............................................................ 24

3.1TROUBLESHOOTING GENERAL LICENSING ISSUES....................................................... 243.1.1 Diagnostic reporting .......................................................................................... 24

3.1.2 Applying license fixes provided by Actix Support ................................................... 25

3.1.3 Forwarding logs to Actix Technical Support ........................................................... 253.1.4 Adding and removing programs........................................................................... 26

3.2TROUBLESHOOTING INSTALLATION ISSUES.............................................................. 273.2.1 Problem message on installation ......................................................................... 273.2.2 Installation source required on first launch of application after installation or

web update. .................................................................................................... 27

3.2.3 Shortcuts fail to launch Actix Software ................................................................. 273.2.4 SMS Package definition file contains incorrect parameter ........................................ 27


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3.2.5 Actix Software fails on start-up after installation or upgrade ................................... 273.2.6 SQL Native Client already installed ...................................................................... 283.2.7 Slow response from SQL Express......................................................................... 28

3.3TROUBLESHOOTING STANDALONE INSTALLATIONS...................................................... 28

3.3.1 Check that the license is working correctly ........................................................... 283.3.2 About Box ........................................................................................................ 29

3.4TROUBLESHOOTING THE ACTIVATION PROCESS.......................................................... 303.4.1 Connecting via a Proxy Server ............................................................................ 303.4.2 Communications problem ................................................................................... 30

3.4.3 Activation denied ............................................................................................... 31

3.5TROUBLESHOOTING ACTIX SOFTWARE ISSUES.......................................................... 313.5.1 Terminal Server Sessions ................................................................................... 313.5.2 No Lservrc found ............................................................................................... 313.5.3 Clock tamper detection ...................................................................................... 323.5.4 Incorrect trace symbols used on map ................................................................... 32

3.5.5 GeoDict.DCT could not be located ........................................................................ 32


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Actix Software Installation Guide March 2014 Installing Actix software 5

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1Installing Actix software

This section describes the installation process for Actix software based on the Analyzerplatform.

The Actix software installation is constructed using Windows Installer (MSI), which is anintegral part of the Microsoft Windows operating system and is able to assist in theinstallation and management of Windows Applications.

Actix software can be installed locally, or deployed to multiple client machines usingMicrosoft Systems Management Server (SMS).

1.1About this guideThe format of this guide is to show you Analyzer's basic features. Not every product

function is describedjust the core information, so you can be productive with yoursolution 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 thisin the text, it refers to a menu selection,button or hyperlink that you can select in the applications 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 orworkshop session. These can be tailored exclusively to your individual or corporaterequirements.


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1.2Product Support and MaintenanceActix Product Support is dedicated to optimizing the customer experience and attaining thehighest 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 trackand communicate the progress of any logged issue quickly and effectively.

1.2.1Getting started with MyActix

Actix provides access to Product Support via a dedicated web portal. The MyActix portalprovides a personalized interface to the Actix Support Service and many other useful

resources including product downloads, a knowledge base of known issues and generalproduct 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 withthat customer.

Following installation, customers are encouraged to register atwww.myactix.comto create

a Customer Contact account. Customer Contacts are the only persons permitted to open orupdate technical Cases with Actix Product Support. The Customer Contacts should besuitably 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 feedavailable to keep up to date with new resources being posted to the portal.

1.2.2More information

Further details regarding Actix Support and Maintenance can be found in theActix ProductSupport Description, available on the MyActix portal.

1.3Actix software licensingYou should understand how you intend to license your software before you start theinstallation process. All Actix solutions are licensed 'per-machine'. This means that everymachine that runs an Actix solution has its own license (not normally transferable betweenmachines). 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 byActix 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 page16.Check that you follow the appropriate installation type when you install your Actix solution.

1Customers who purchased software with previous licensing systems should consult the

installation guide provided with the original software.
http://www.myactix.com/http://www.myactix.com/http://www.myactix.com/http://www.myactix.com/


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1.3.1Standalone licensing

Standalonelicense 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 lservrcif you corrupt this file, you will need toapproach Actix for a replacement.

1.3.2Activated licensing

Activatedlicense 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 filecontains the activation and licensing information.

For a user to be able to operate an activated installation, the PC on which the Actixsoftware 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 needto re-activate your computer using your unique Machine ID orapproach Actix for a replacement.

Using the activation process for the software locks the license fileto the unique combination of hardware in a particular PC.Activation requires the user to make a one-off connection withthe Actix Activation Server.

2With 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.


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1.4Requirements

1.4.1Minimum configuration for 64-bit Analyzer

Item Requirement

Processor 1+ GHz

Framework(installedautomatically)

.NET Framework 4.0

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

OperatingSystem

Windows 7

Windows 8

Windows Server 2008 or Windows Server 2008 R2

Windows Server 2012

Windows Vista with SP1 or later

This version of Actix software does not run on any 32-bit

operating system.

Memory 2+ 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.


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1.4.2Recommended configuration for 64-bit Analyzer

Item Requirement

Processor 2+ GHz, four cores (physical)


.NET Framework 4.0


OperatingSystem

Windows 7 and/or 8


Windows Server 2012


This version of Actix software does not run on any 32-bitoperating system.

Memory 8 GB RAM


OtherRequirements

Microsoft Internet Explorer 10.0

Microsoft Office 2010 or Office 2013




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1.4.3Minimum configuration for 32-bit Analyzer

Item Requirement

Processor 1+ GHz


.NET Framework 4.0


OperatingSystem

Windows 7

Windows 8

Windows Server 2003 Standard, Enterprise, Web, or Datacenter

editions with Service Pack 2 or later

Windows Server 2003 R2


Windows Server 2012


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

Memory 1+ GB RAM


OtherRequirements

Microsoft Internet Explorer 6.0 SP1 or later

Microsoft Office 2003 or above (required by Actix Software)




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1.4.4Recommended configuration for 32-bit Analyzer

Item Requirement

Processor 2+ GHz, four cores (physical)


.NET Framework 4.0


OperatingSystem

Windows 7 and/or 8

Windows Server 2003 Standard, Enterprise, Web, or Datacentereditions with Service Pack 2 or later

Windows Server 2003 R2


Windows Server 2012


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

Memory 4 GB RAM


Other

Requirements

Microsoft Internet Explorer 10.0

Microsoft Office 2010 or Office 2013




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1.5Before proceeding with the installationEnsure that:

You have administrator rights

The target PC meets the requirements in section1.4.

1.6Upgrading from previous versionsUpgrading from an earlier version of Actix Software might result in the automatic un-installation of the old software before installing the new software. Only files that wereinstalled during the original installation process will be removed.

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

1.8

Microsoft SQL Server 2008 ExpressMicrosoft SQL Server 2008Express Edition is an easy-to-use, lightweight version ofSQL Server 2008. SQL Express is a key component in Actix Software, and is normallyinstalled 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, althoughAdministrators 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 theMicrosoft 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 limitwould be exceeded.

1.8.1Installing SQL Express

Note You cannot install to network locations.

If you were previously using MSDE, we recommend that you remove it, for example by

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 theActix Software installation has completed.

Run the file Setup.exe.

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

1.9Installing Actix Software via the command lineThere are two methods for performing a command line installation:

Using the Setup command

Running the MSI

Each command will execute the same MSI.

1.9.1Using 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

1.9.2Running 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.

Notethat 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-BEFC-

1A7FF2252F98}

3 From here, you can run the .bat file to execute the SQL Express installer withoutgoing through the Actix Software installation process:

D:\> runinstall.bat

1.9.3Command 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 /Vl*v c:\logfile.log

Due to restrictions placed on the Microsoft .NET framework, a license agreement willalways be displayed if the setup exe is used and .NET is being installed, and even if a silentinstall 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 commandline above does). It will also generate full installation logging that can be used to assistdiagnosing installation problems. The log file produced, AtxInst.log, will be written to theroot drive where your windows operating system is held.

Actix-specific installer parameters are:

Parameter Defaults

ACTIX_DBPASSWORD Xitca123, or as defined inHKEY_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 inHKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName

This is the database server name.

ACTIX_DBUSERNAME Actix, or as defined inHKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName

This is the database user name.

For more information on applying parameters to MSI, seehttp://msdn.microsoft.com/en-

us/library/aa367988(VS.85).aspx.
http://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspxhttp://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspxhttp://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspxhttp://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspxhttp://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspxhttp://msdn.microsoft.com/en-us/library/aa367988(VS.85).aspx


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1.9.4Installation 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 tothe 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 besuppressed, you should first deploy the installation into a test deployment environment.

1.9.5Disabling the Desktop shortcut

The installation creates an optional desktop shortcut which can be disabled though theinstall UI. To not create the desktop shortcut, add the following property to the msiexeccommand line:

DESKTOPSHORTCUT=0

1.9.6Preventing installation of Web update functionality

The Actix Software installation allows product updates to be automatically downloaded andinstalled 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 caninstruct the setup to not install any web setup functionality onto the user's machine duringthe initial installation of the software. To do this, set the NOWEBUPDATE property on themsiexec command line interface:

msiexec /I AtxInst.msi NOWEBUPDATE=1

This can also be done by using:

setup /vNOWEBUPDATE=1


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2Licensing your software

A description of the types of Actix licensing in use is provided on page5.Instructions onhow to perform each of these installations are provided here. Check that you follow theappropriate installation type when you install your Actix solution.

Note Do not edit lservrc or add an extensionif you corrupt thisfile, you will need to approach Actix for a replacement.

Information on troubleshooting any problems you may encounter with licensing yourproduct is given in the sectionTroubleshootinglicensing issueson page24.

2.1Standalone licenses

2.1.1Licensing 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 thecomputer.

Now you need to obtain the information from which Actix can program your lservrclicense key file.

2 From the Start, Programs, Actixmenu, select Management, then Analyzer (orother product name)- Diagnosticsto open the Diagnostics window.

The Diagnostics window

3 Click Generate Report.

4 To send the information to Actix, click Copy to clipboardand paste theinformation into an email to Actix, along with any other relevant information forexample, that this is a request for a license key file.

5 When you receive the appropriate email from Actix, extract the lservrcfile to thefollowing 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 youdo not have more than one file called lservrc on your PC. To keep

an old file, give it a fake extensionfor example, lservrc.oldwhich will deactivate it.

2.1.2Start your Actix Solution

1 From the Windows Startmenu, 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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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.

2.2Standard Activation licenses

Note For information on Concurrent Activation, please refer tothe Concurrent Activation Licensing GuidePDF document.

2.2.1Activate 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, Manualactivation.

1 Obtain the Product ID from your administrator (which will have been emailed byActix).

Note Actix will only supply Product IDs to known contacts withina customers organisation. Please contact your companysrepresentative to obtain a Product ID as Actix Support will notgive out Product IDs to end-users.

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

3 From the Windows Startmenu, select Programs, Actix, Analyzer(or the

solution name if different).


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The Actix Licensing Wizard

4 Ensure the top option is selected and click Next.

5 Enter the Product IDsupplied by your administrator.

Entering the Product ID

The Product ID can be pasted into the four boxes by copying the completetext and using the Pastebutton.

6 The user reference field is automatically filled in. This can be used to assist ActixSupport 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 thedefault user reference is retained.

7 Once you have entered the Product ID, click Next.


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8 If the automatic activation fails, in order to manually activate the product, firstselect 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. TheMachine ID can be used to restore your activation should it become deleted orcorrupted.

Note Your Machine ID should be written down, or storedsomewhere other than the computer hard disk, together with theuser reference. If something happens to the computer thisinformation will enable the license to be restored.

2.2.2Manual 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 Startmenu, 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 IDsupplied by your administrator.


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Entering the Product ID

The Product ID can be pasted into the four boxes by copying thecomplete text and using the Pastebutton.

6 The user reference field is automatically filled in. This can be used to assist ActixSupport in restoring your activation should the details be lost. You may accept thedefault 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 activationbox and click

Nextto display the activation request dialog.

8 Make a note of the email address given in this dialog.

Copy the activation details using the Copybutton and paste them into thebody 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 Exitbutton 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 exactlocation depends on the version of Windows for example in astandard Windows XP installation it refers to C:\Documents andSettings\All Users.

11 Make a note of your Machine ID (which is displayed in the About Actix Solutionsbox). This is a unique reference for each computer.

Note Your Machine ID should be written down, or storedsomewhere other than the computer hard disk, together with theuser reference. If the activation.xml file becomes corrupted, theMachine ID information will help re-activate your computer (seebelow).


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2.2.3Re-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 alreadyregistered by the Actix activation server.

To re-activate, start the Activation Wizard from the Start Menu. If the Activation.xml file ispresent, the correct details will be automatically entered in the wizard. Simply follow thesteps to re-activate without changing any of the details. If you require a dongle, this mustbe plugged in to re-activate.

If the Activation.xml file has been lost, enter your Machine ID, rather than the originalProduct ID. If the Machine ID has been lost, you will need to contact Actix support in orderto restore your license. Your user reference will assist Actix Support in restoring yourlicense.

Note Do not attempt to reactivate using the original Product IDas this could result in an additional license being issued to yourcomputer.

2.2.4Transfer of Activations

All Actix solutions are licensed 'per-machine'. This means that every machine that runs anActix 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 differentmachine (such as a new PC replacing an old PC).

To determine if your Activation is eligible for a transfer

1 From the Start, Programs, Actixmenu, select Management, then Analyzer(for example)- Diagnosticsand then click the Admintab to open theActivation Transfer Request window.


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2 This page will report your Activation transfer status, and if eligible, you can clickthe Request Transfer button, which will request your current Activation is releasedto be available for use on another PC.

Noteyou need to be connected to the internet to request anActivation transfer.

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

2.3Concurrent Activation licensesFor more information, refer to:

Actix Concurrent Activation Licensing Guide

Actix Mini Activation Administration Guide


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Actix Software Installation Guide March 2014 Troubleshooting licensing issues 24

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3Troubleshooting licensing issues

3.1Troubleshooting general licensing issues

3.1.1Diagnostic 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 anyrequests for licensing support.

To start the diagnostic utility, go to Start, Programs, Actixmenu, select Management,then Analyzer (for example)- Diagnostics. On running the program, a blank window isdisplayed 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, andthe contents of the report can be copied to the clipboard for use with a different emailclient.


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3.1.2Applying 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. Fulldetails of the process will be supplied by Actix Support.

3.1.3Forwarding logs to Actix Technical Support

If you have difficulties with installing the database for example, when you see an SQLError Detected screen, or you have problems with the operation of the database, pleasecan 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 to isolate whichdatabase contains the error.

Note Actix Support do not need a copy of the SQLERROR.logfile.


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3.1.4Adding 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 SQLExpress-installed programs shown in the above screenshot. Using the Actix Softwareuninstall 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 successfullyremove SQL Express.


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3.2Troubleshooting installation issues

3.2.1Problem message on installation

If you have not already installed SQL Server Express, you will see this message when youstart the installation process:

Reminder message

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

3.2.2Installation source required on first launch of application after installationor web update.

The MSI installation appears to finish and displays a message to reboot the machine, butdoes not instruct the user to stay connected to the network throughout and after thereboot. Failure to remain connected to the network when one first launches the softwaremay result in an incomplete installation, as the installer cannot find the original installationsource. It is advised that, after installing the software or obtaining web updates, youlaunch 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 willallow the installation to complete correctly, and the shortcuts should now work.

3.2.4SMS Package definition file contains incorrect parameter

In the AtxInst.pdf file, the name of the MIF file also includes the ".mif" extension. This cancause SMS rollouts of the software to fail. To correct this, edit the PDF file and remove the".mif" (keep the quotes) extension:

/m "AtxInst.mif" becomes /m "AtxInst"

3.2.5Actix 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 shortcutprovided in the Windows Start menu.

If the problem persists, attempt to repair the application using the Settings > ControlPanel > Add/Remove Programsoption before contacting Actix Support.


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3.2.6SQL 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 NativeClient 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).

3.2.7Slow response from SQL Express

The database part of the install has to establish a connection with SQL Express so that itcan 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 machine is under the minimum specification required to runAnalyzer. If the machine is running many applications, simply close applications or restart.If you are experiencing high network traffic, try again later.

3.3Troubleshooting standalone installations

3.3.1Check that the license is working correctly

1 Check that an Actix dongle is securely plugged into the appropriate parallel or USBport.

2 From the Actixmenu, select Management, then Analyzer - Diagnosticstoopen the Diagnostics window.

The Actix Diagnostics window

3 Click Generate Report.

4 Contact Actix support and send the report to assist the support engineer indiagnosing the problem.


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3.3.2About Box

From within your Actix solution's Helpmenu, select Aboutto 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.


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3.4Troubleshooting the activation process

3.4.1Connecting via a Proxy Server

After entering the Product ID, an additional dialog may be displayed. This happens if aproxy 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 tothe Internet using Internet Explorer (or another web browser). Enter the sameusername/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, thedialog below will be displayed.

The activation error message screen

If the same error continues to occur, and the connection to the Internet appears to beworking correctly (for example the website www.actix.com can be seen using an Internet

browser) try activating manually.


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3.4.3Activation denied

If the activation process fails and the dialog below is displayed, all the purchased licenses

are in use. Contact your administrator to request the purchase of an additional Actixproduct license.

The activation error warning screen

3.5Troubleshooting Actix Software issues

3.5.1Terminal Server Sessions

Actix Solutions will not run inside a remote Terminal Server session, even with a validstandalone or activated license. The software will run if the user logs in directly at the

terminal.

3.5.2No 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 theproblem persists, contact Actix Support for assistance.


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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.

3.5.3Clock tamper detection

Actix Solutions are protected against clock reversals. If the clock is reversed, an errormessage is displayed.

Clock reversal error message

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

3.5.4Incorrect trace symbols used on map

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

3.5.5GeoDict.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 theRepair option for Actix Software.


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