Tech Note 229 How to Troubleshoot the Client-side Software Installation Problems for SuiteVoyager

Transcription

1 Tech Note 229 How to Troubleshoot the Client-side Software Installation Problems for SuiteVoyager All Tech Notes and KBCD documents and software are provided "as is" without warranty of any kind. See the Terms of Use for more information. Topic#: C reated: June, 2001 Updated: March, 2003 Introduction This Tech Note outlines SuiteVoyager Client- side Software Installation, and Troubleshooting Instructions. This document will help you troubleshoot and fix the faulty installation of the client- side software for SuiteVoyager. It will discuss the files involved in the process, and the registry information associated with the installation. This document will also guide you in installing or manually removing the client software. The Client-side Software Requirements The client machines can consist of a variety of hardware and software platforms. Their only requirements are as follows: They are members of the same Windows NT domain as the Web server. They have privileges on their machines to download software (minimum Power User on Windows 2000; minimum Admin on Windows NT 4.0). They are running Internet Explorer version 5.01 or higher. Note Windows NT 4.0 is no longer supported with SuiteVoyager 2.0, and it requires IE5.5, and higher. The Browser's Security Settings Requirements The following step- by- step procedure describes the requirements for the browser's security settings and how they are set: 1. Start Internet Explorer. 2. Select Tools/Internet Options from the main menu. The Internet Options dialog box (Figure 1) appears. 1/8

2 FIGURE 1: THE INTERNET OPTIONS DIALOG BOX 3. Select the Security tab. 4. In the Internet Zone group, click on the Default Level button. This sets the the Security Level to Medium. 5. In the local Intranet Zone group, select Default Level. This sets the Security to Medium-low. These security settings can be changed later by clicking on the Custom Level button. You can also reset them to a predefined level by clicking on Reset (Figure 2). FIGURE 2: THE SECURITY SETTINGS DIALOG BOX Depending on your Security settings, you could encounter some of the following Error 2/8

3 messages (Figures 3 through 6): FIGURE 3: THE MS INTERNET EXPLORER'S ERROR MESSAGE (1) FIGURE 4: THE MS INTERNET EXPLORER'S ERROR MESSAGE (2) FIGURE 5: THE SUITEVOYAGER/MS INTERNET EXPLORER'S ERROR MESSAGE (3) 3/8

4 FIGURE 6: THE MS INTERNET EXPLORER'S ERROR MESSAGE (4) Choosing the Default Level for your Internet and Intranet Zones will fix all the Securityrelated problems with the IE (Internet Explorer) notifications and errors. The Client-Side Software Installation When the client computer first hits the SuiteVoyager Portal site and tries to access a browserbased window, a CAB file will be downloaded to the client machine. Because of this, you will need to be logged in as at least a Power User or an administrator on the machine you are using. The SuiteVoyager Web server will automatically detect whether the machine has the most recent files installed when it accesses the browser- based window section; and if necessary, the Web server will upgrade the machine's files to the latest version (Figure 7). FIGURE 7: THE SECURITY WARNING WINDOW 1. Select Yes, and the Web server will install the client software. This CAB file contains the data- exchange components that know how to communicate to the server using HTTP. These are the files that control the animation and tag updates that occur on the SuiteVoyager browser- based windows.the CAB file will be placed, by default, into \WINNT\ Downloaded Program Files folder and is named wwanimation Factory Class. 2. To access the General, Dependency, and Version information for the wwanimationclass file, right-click the file and select Properties. 4/8

5 It will check the correct installation by showing the following screen (Figure 8). FIGURE 8: THE UPGRADE CLIENT SOFTWARE SCREEN SuiteVoyager 1.0 Possible Error Messages During the SuiteVoyager installation, when the client computer first hits the SuiteVoyager machine, you may encounter the Error message shown in Figure 9. This is due to the incompatibility of the SuiteVoyager with the Microsoft XML parser3. FIGURE 9: THE CLIENT SOFTWARE INSTALLATION ERROR MESSAGE Solution: Install MSXML2 (Microsoft XML parser version 2.5) in order for the SuiteVoyager (version 1.0) and the client software to function properly. Note The incompatibility issue with MSXML3 exists in SuiteVoyager version 1.0. SuiteVoyager 2.0 requires MSXML3.0 SP2. 5/8

6 Note To check the MSXML version, right click on The MsXML*.dll in the WinNT/System32 directory, and select Properties. The Properties dialog box displays Version and SP level. Note XML is a forced "replace" mode, and cannot coexist with another version of MSXML. So if a customer has MSXML 4.0 installed, he will have to install the MSXML 4.0 SP1 (which forces side-by-side mode) and then install MSXML 3.0. SuiteVoyager 2.0 Possible Error Messages The Switch between viewing windows on SuiteVoyager Version 2, and 1 on a same Client will generate this error message, when the client attempts to download the animation file that enables live graphic windows: FIGURE 10: THE CLIENT SOFTWARE INSTALLATION ERROR MESSAGE To work around this, delete the wwanimation Factory Class file from the \Downloaded Program Files folder on your computer and the new animation file will download. Detailed information is available in the Client-side Software Removal section below. Note You need to have at least Power User privileges on the computer or you will get an XSL Runtime Error. This is because you need to have permission to write to the local system because the client side software upgrade requires some files to be installed to the disk and registry. Client-side Software Removal This section contains the procedure for removing the client- side software: 1. To uninstall the client- side software, right- click on the wwanimation Factory Class file (Figure 11). 6/8

7 2. Select Remove. This will also remove all the related registry items: FIGURE 11: THE WWANIMATION FACTORY CLASS PROPERTIES DIALOG BOX Note There have been rare occasions where the registry items remain in the PC, even if the client- side software has been uninstalled. Abnormal Shut Down is usually teh cause of the problems. Removing the Client-side Software Registry Items Manually Note Only someone who is familiar with modifying the Windows Registry should follow this procedure. 1. Open the Windows Registry by entering Regedit at the Windows Start/Run menu. 2. Select Edit/Find. 3. Cut and paste the following in the Find what: text field: {D84C9541- D993-11D3-802C- 00A0C } Figure 12: The Find Dialog Box - Find What Text Field 7/8

8 K. Nourbakhsh Tech Notes are published occasionally by Wonderware Technical Support. Publisher: Invensys Systems, Inc., Rancho Parkway South, Lake Forest, C A There is also technical information on our software products at Wonderware Technical Support For technical support questions, send an to support@wonderware.com. back to top 2013 Invensys Systems, Inc. All rights reserved. No part of the material protected by this copyright may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, broadcasting, or by anyinformation storage and retrieval system, without permission in writing from Invensys Systems, Inc. Terms of Use. 8/8