October Oracle User Productivity Kit 11.1 Frequently Asked Questions

Transcription

1 October 2012 Oracle User Productivity Kit 11.1 Frequently Asked Questions

2 Table of Contents Documentation... 2 UPK Player Published Output... 3 Learning Management Systems... 8 UPK Developer... 9 Languages Usage Tracking NOW part of Knowledge Center Upgrading to Troubleshooting UPK Training Accessibility... 17

3 Documentation Q: What documentation is provided with the User Productivity Kit? Documentation consists of the following manuals and help systems. The PDF manuals are delivered and stored in the documentation\language code\reference folder where the Developer is installed. Help systems and some PDF manuals are available when you launch each product component such as the Developer, Player, Knowledge Center, and so on. Documentation can also be accessed from the documentation shortcut on the Windows Start program menu. Content on functionality available in the Professional edition is also included in this documentation and identified as such by the phrase "available only in the Professional edition". Installation and Administration: This PDF manual provides instructions for installing the Developer in a single-user or multi-user environment as well as information on how to add and manage users and content in a multi-user installation. An Administration help system also appears in the Developer for authors configured as administrators. This manual also provides instructions for installing and configuring the Knowledge Center, including the Content Root (or content repository), and the User Import Utility. Content Development: This help system and PDF manual provides information on how to create, maintain, and publish content using the Developer. The content of this manual also appears in the Developer help system. Content Deployment: This PDF manual provides information on how to deploy content created in, and published from the Developer. Content Player: This help system provides instructions on how to view content using the Player. Reports Management: This help system and PDF manual provides instructions on how to run and manage usage tracking and other reports. User and Content Management: This help system and PDF manual provides instructions on how to create user accounts, user groups, and knowledge paths, import content, and server management. In-Application Support: This help system and PDF manual provides information on how to implement content-sensitive, in-application support for enterprise applications using Player content. Upgrade: This PDF manual provides information on how to upgrade from a previous version to the current version. Knowledge Center: This help system provides instructions on how to use the Knowledge Center options such as Knowledge Paths, Notes and Mentoring, and so on. 2

4 UPK Player Published Output Q: Can we put the UPK Player files on a UNIX server? UNIX-based operating systems are case sensitive. The UPK Player uses mixed case in its file structure. This does not cause a problem on a UNIX-based OS because all calls to our files are in the correct case. For example, a file named "Test" will always be called as "Test" - it will never be called as "test". However, there is a module in Apache called "mod_rewrite" that can automatically lowercase (or uppercase depending on the configuration) all URLs. Unfortunately, if your server is using this module, then the calls to UPK files will now be called in lower-case. But since the file is mixed-case, it will generate an error (web error number 404.) Please note this is a very popular module in Apache. Information on mod_rewrite can be found at: Also, remember that the UPK Development Tool requires a Windows-based operating system. See the Technical Specifications document for details. Q: Can the UPK Player be accessed behind a firewall? A: Yes. The UPK Player is DHTML and can be accessed behind most firewalls. Q: Are there any plug-ins required on the end users machines to view the UPK Player? A: No. The UPK Player does not require a plug-in. Q: Can I launch the UPK Player from the Help link within an Agile application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Agile applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a JD Edwards EnterpriseOne application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for JD Edwards EntepriseOne applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a JD Edwards World (web) application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for JD Edwards World (web) applications. See the In-Application Support Guide.pdf in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a Microsoft Dynamics CRM application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Microsoft Dynamics CRM applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. 3

5 Q: Can I launch the UPK Player from the Help link within an Oracle E-Business Suite application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for most EBS applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. For UPK context sensitivity and EBS, you must install the CUSTOM.pll file as directed in the Oracle E-Business Suite Help Menu Integration.pdf manual before developing content (this is no longer needed as of version 12.2). This will ensure that a context id will be captured where it exists and is able to be identified. As UPK rolls out across the Oracle E-Business Suite, we are continuing to enhance context sensitivity with EBS and related applications. You may experience some Oracle E-Business Suite applications where a context id is not captured (context ids are used for in-application context- sensitive help launches). If this occurs please report this issue to Oracle support. We will work to resolve the issue in future UPK releases. Q: Can I launch the UPK Player from the Help link within a PeopleSoft Enterprise application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for PeopleSoft Enterprise applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a SAP application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for SAP applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a Siebel application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Siebel applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a Enterprise Performance Management (Hyperion) application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Enterprise Performance Management (Hyperion) applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: Can I launch the UPK Player from the Help link within a Primavera application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Primavera applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. 4

6 Q: Can I launch the UPK Player from the Help link within a Oracle Transportation Management application? A: Yes, we call this Help Menu Integration. The Help Menu Integration is context sensitive for Oracle Transportation Management applications. See the In-Application Support Guide.pdf document in the \Documentation\EN\Reference folder for implementation instructions. Q: What browser does the end user need to have in order to view a UPK Player? A: As of UPK 11.0, the UPK Player can be viewed using either Microsoft Internet Explorer 7.0, 8.0, or 9.0, or Firefox 3.6 or 4.0 (32 bit only) or Safari 4.0 or 5.0. Q: If an end user is on a Macintosh computer, can they view a UPK Player? A: Yes, as of UPK 11.0 the UPK Player can be viewed on a Macintosh OS using Firefox 3.6 or 4.0 (32 bit only) or Safari 4.0 or 5.0.browser. Q: If an end user is on a Linux computer, can they view a UPK Player? A: Yes, as of UPK 11.0 the UPK Player can be viewed on a Linux OS using a Firefox 3.6 or 4.0 (32 bit only) browser. Q: Does the UPK Player need to be installed on a different server than my application server? A: No. The UPK Player can run on the same server as the application, or on a different server. Q: Is it possible to launch UPK content outside of the Player or from other applications? A: Yes. Individual topics can be launched from a hyperlink (in any of the available modes). For more information, see the Content Deployment.pdf manual located in the \Documentation\EN\Reference folder where the Developer has been installed. Q: How much server disk space is required to host the content? A: For the UPK Player, plan on between 250 KB and 1.5 MB average per topic without sound. Q: How much bandwidth is required for UPK Player content? A: The UPK Player interface and TOC is less than 200 KB and gets cached after the first download. When a See It or Try It mode is launched, the first 5 pages of the topic are downloaded and cached on the browser (this is to improve navigation performance). The initial download is typically less than 300 KB. After the initial download, subsequent frames are cached one at a time as they are accessed. See the UPK File Size and Bandwidth document for further information. Q: Can the UPK Player be re-branded with my company logo? A: Yes. See the Publish Content chapter in the Content Development.pdf manual, located in the \Documentation\EN\Reference folder where the Developer has been installed. 5

7 Q: Does accessing a UPK Player require an Internet/Intranet connection? A: No. A UPK Player can be copied to a local drive or delivered via CD-ROM. An Internet connection is required for LMS or Usage Tracking, or for a UPK Player that has been deployed on a web server. Q: What is the underlying architecture of the UPK Player? A: The UPK Player is DHTML (Dynamic HTML, which is HTML and JavaScript). The images are PNG format. Q: What happens if a user clicks the Help link on a page in their application and it brings up the UPK Player but there is no UPK content available for that page? A: If there is no associated UPK content (no topics with context ids that match the page), the UPK Player will be displayed, the Applicable radio button will be selected, and it will give a message: No content to display in this view. At this point, the user could click the All radio button and see all the content. Q: Is it possible to restrict access to topics by role? A: No. Users can filter content by roles, but cannot be denied access. In Do It mode, users would be able to view the UPK Content, but would only be able to execute the procedure in the application if their security settings allow. It is also possible to publish a different player for each role. Q: I ve used previous versions of UPK. Where did the ContentSetup.exe go? A: In previous versions of UPK, ContentSetup.exe was used to merge separate UPK Players together. As of UPK 3.1, the process of publishing UPK Players has been greatly enhanced, allowing greater flexibility in choosing what you publish. ContentSetup.exe is no longer needed! After you publish a UPK Player, you can move it to your web server by simply copying the files. Q: Is the UPK Player context sensitive when you hook it up to the Help link in an application? A: UPK is context sensitive for the following applications: Oracle Agile Oracle CRM On Demand Oracle Enterprise Performance Management (Hyperion) Oracle E-Business Suite Oracle JD Edwards EnterpriseOne Oracle JD Edwards World (Web) Oracle PeopleSoft Enterprise Oracle Primavera Oracle Siebel CRM (On Premise) Oracle Transportation Management Microsoft Dynamics CRM SAP GUI for Windows NOTE FOR EBS APPLICATIONS: As UPK rolls out across the Oracle E-Business Suite, we are continuing to enhance context sensitivity with EBS and related applications. You may experience 6

8 some Oracle E-Business Suite applications where a context id is not captured. If this occurs please report this issue to Oracle support. We will work to resolve the issue in future UPK releases. For UPK context sensitivity and EBS, you must install the CUSTOM.pll file before developing content (this is no longer needed as of version 12.2). This will ensure that a context id will be captured where it exists and is able to be identified. Q: In Do It mode, what happens if someone selects a topic in the UPK Player but does not have access to the corresponding component within the application? A: They can view the topic in the Player but when they try to do the transaction in the application, security in the application would prohibit their ability to do the transaction. Q: What is context sensitivity? A: When you hook a published UPK Player to the help link in a targeted application (Agile, CRM On Demand, Hyperion, Microsoft Dynamics CRM, E-Business Suite, PeopleSoft, JD Edwards EnterpriseOne, JD Edwards World (web), Primavera, Siebel CRM, OTM, SAP) and an end user clicks that help link, the UPK Player will appear. UPK will display topics in its table of contents that match the context ID of the page the end user was on when they clicked help this is context sensitivity. The below diagram shows how UPK uses context ID s to make this context sensitivity work. Q: What is SmartMatch and how does it differ from help menu integration? A. For browser-based applications that are not targeted UPK applications, SmartMatch can be used to provide context-sensitive help. SmartMatch uses statistical methods similar to search engines to achieve context-sensitivity and is a solution that requires very little effort to implement. Results are often just as good as other UPK methods for generating in-application support. Q. What is SmartHelp? A. SmartHelp allows users to launch topics that correlate to their current screen rather than the entire list of topics. When help is launched through SmartHelp, the SmartHelp engines searches for SmartMatch and ExactMatch (target apps) context that will match the current context. You can add a SmartHelp toolbar button to the browser which will launch context-sensitive help content for target applications. Q: I've recorded content in Internet Explorer using a previous version. Will this content benefit from SmartMatch? A: No, not unless it is re-recorded. Q: Does the Re-capture context feature also re-capture SmartMatch information? A: No, this content would need to be re-recorded. We are considering adding this capability in a future release. 7

9 Q: Does the Re-record Context Ids feature also re-capture SmartMatch information? A: Yes, If you previously recorded content and the Developer was unable to capture the context (either SmartMatch or ExactMatch) for the recorded screens, you can recapture the context ID only instead of re-recording all of the content. UPK Infrastructure Diagram Learning Management Systems Q: Will UPK run in my Learning Management System (LMS)? A: The LMS Published content is AICC 3.5, SCORM 1.2 and SCORM 2004 (4 th Edition) compliant. However, this is not a guarantee that the courses will run properly in a customer s LMS. This is due to different interpretations of the standards, LMS versions, service pack upgrades, and LMS customization. What we recommend is that before the customer purchases, the customer loads the sample UPK LMS test course in their LMS to confirm that it works properly. The sample UPK LMS test course can be downloaded from here: Demo: UPK Learning Management System Test Course (SCORM 1.2 and AICC) Demo: UPK Learning Management System Test Course (SCORM 1.3/2004 and AICC) Q: Is UPK content SCORM 2004 compliant? A: Yes. With UPK version and later, the LMS published content is AICC 3.5, SCORM 1.2 and SCORM 2004 (4 th Edition) compliant. 8

10 Q: Can my UPK content be tracked in my LMS if the content is on a different server (with a different domain) than my LMS? A: Yes, but the content must be loaded as AICC and some files must be configured on the content server to accommodate the cross-domain scripting issues. Java is also required on the end user s machines for this method. Q: Does UPK content run under Oracle Learning Management, ilearning and PeopleSoft Learning Management? A: Yes. UPK content can be successfully loaded and run in all of Oracle s Learning Management Systems. UPK Developer Q: What is the difference between the build number and the version number under Help, About in the UPK Developer? A: The build number is the specific build release code and the version number is the product version. When contacting customer support please reference the version number and not the build number. Q: What is Auto Record (Automatically Record Screenshots?) A. Developers can use auto record to record more efficiently without having to provide a cue each time to capture action. The automatic recorder captures all actions, reduces initial capture time, and makes it easier for SME s to become proficient with the tool. Q: UPK comes with the feature of auto record. When should auto recorder be used? A. Auto Record is useful to further reduce the time to competency for Subject Matter Experts (SMEs) who create content using UPK. Q. What is Record It!? A. Record It! is a streamlined recording mode designed to allow non-developer content contributors such as a subject matter expert (in a multi-user installation of the Developer) to quickly create content. Record It! also allows the content contributor to edit or comment on existing content assigned to them, or record testing procedures that can be printed as a test document. Q: Must I have a multi-user installation of the UPK Developer in order to use Record It! A. Yes, in order to use the Record It! Feature you must have a multi-user installation of the Developer. Q: Must content contributors such as a subject matter expert have a UPK Developer license to use Record It!? A. Yes, individuals using the Record It! Feature of the UPK Developer currently require a full UPK Developer Install, this requires a full UPK Developer License. 9

11 Q: Can the UPK Developer publish to PowerPoint? A: Yes, Authors can now publish content as a Presentation. A separate PowerPoint file is created for each topic, and each frame is a separate slide in the presentation. The slide contains a graphic showing the screenshot, with the bubble text next to it. A box on the screenshot indicates the action area or areas for the frame. Alternative Actions, Alternative Paths, and Decision frames are included as well, and links are provided to choose paths. Q: Can the UPK Developer publish the document outputs in PDF format? A: Yes. Select the Adobe PDF Output Format during publishing. Q: Can the UPK Developer publish the document outputs in HTML format? A: Yes. Select the HTML Web Page Output Format during publishing. Q: Can I copy and paste frames so that I don t have to re-record the exact steps if I need to use them more than once? A: Yes, recorded frames can now be copied and pasted within and between topics. Q: Can you insert non-topic assets into the TOC? A: Yes, UPK supports the ability to apply keyword, role and context properties to modules and sections with attachments. Q: How are roles established? A: Topics are assigned to roles using the UPK Developer. Q: Does the UPK Developer work with World XE? A: Yes, however object recognition is minimal. Q: Can a user bookmark within a mode and return to where they left off? A: Not to the exact page, however you can use a Jump-In Point to navigate the frames. Note: The Know It mode does not support Jump-In Points. Q: Can I include sound in UPK? A: As of release the UPK Developer now has full-feature sound recording and editing capabilities built into the Topic and Web Page Editors. The Topic and Web Page Editors contain a new Sound Editor pane, with all the controls necessary to record, import, export, and edit sound for topics and web pages. Sound can also be added to the Concept pane of a Module, Section or Topic. Q: Is Flash required for sound in UPK? A: Yes, Flash is required for any and all sound in UPK

12 Q: How would multiple developers share content? A: With the single user install, developers can export and import between developers. With the multiuser development install, developers share the same content repository. Q: In the multi-user mode, is it possible to provide access to content for specific users and developers? A. Yes, you can manage read and write access to folders through library permissions with folder-level security. With the ability to control access to content across the organization, users of the developer only work on what they ve been assigned to. This helps ensure data accuracy and efficiency. Q: Can you modify the template text? For example, the delivered template text for left click is click, but I want all occurrences of left clicks to say select. A: Yes. The template text template can be modified and all template text will reflect the change. If you are considering translation, you should also modify the template text in all languages that you plan to translate otherwise select would still translate as click. Q: If I m recording against an Oracle E-Business Suite application, do I need to do anything on the EBS server before I start recording UPK content? What about PeopleSoft, Siebel and JD Edwards (or other applications)? A: Before you begin recording content against an Oracle EBS application, you need to deploy or modify the custom library (CUSTOM.PLL) on the EBS server (if recording against a version prior to EBS 12.2.) This allows UPK to capture the correct context ids while it is recording. These context ids are important to have in your content for Help Menu Integration (allows context sensitivity) as well as for your document published outputs (context ids are used to determine when to change screenshots in document outputs). You do not need to do anything on a PeopleSoft, Siebel or JD Edwards (or other application) server before recording content E-Business Suite is the only one. Q: Can I put the UPK Developer on a VMWare Server? What about a Microsoft Virtual Server? A: The UPK Developer is regularly tested with a VMWare Server and there are no known issues. The UPK developer has not been specifically tested with Microsoft Virtual Server, but because of the success with VMWare, Virtual Server should work as well. Q: My Previous installation required a license key. Will I require a license key? A: No. Q: Why does the installation of the UPK Developer 3.1.x and later take so long? The installation for previous versions was much faster. A: When you install UPK you are installing the components to support all languages that UPK supports. This enables you to create UPK content in different languages. The installation of all these supporting files is what takes the setup routine a bit longer than usual. 11

13 Q: Will I be prompted to install a Firebird database during the installation of the of the UPK Developer? A: No. With the release of UPK you will no longer need to install the local database. Q: How is the multi-user UPK Development tool installed? What is the architecture? A: See the diagram below. UPK Infrastructure Diagram Languages Q: What languages are supported by UPK? A: UPK 11.0 supported languages are grouped by the Tier Structure listed below. Tier 1 Languages English Dutch French (France) German 12

14 Spanish (Spain) Japanese (Kanji) Tier 2 Languages Chinese (Simplified) Chinese (Traditional) Czech Danish Finnish French (Canada) Hungarian Italian Korean Norwegian Polish Portuguese Russian Swedish Spanish (Mexico) Turkish Software Interface Tier 1 Tier 2 Setup Translated Not Translated Developer Translated Not Translated Player Translated Translated Other Components Tier 1 Tier 2 Default and Microsoft Template Text Translated Translated Static text in Document publishing formats such as Business Process, Training Guide, and son on. Translated Translated System folder and document names in the Library that are included at the time of installation. Translated Not Translated Product Documentation Translated Only Player manual and help are translated. Q: Does UPK support multi-language translations? A: Yes. Once you have created UPK content in one language, you can translate it into one or more different languages. The Developer provides functionality that facilitates this aspect of the localization process. The Developer localization flow involves four main steps: Create a duplicate of the existing content to be translated. Re-record each topic to update the screenshots, actions, and object names, and apply the appropriate template to update the template text. Translate custom Developer text, including custom bubble text, web page text, link tooltips, and glossary terms. Translate external content such as package files and graphics. 13

15 Q: Is UPK a translation tool? A: UPK is not a translation tool; however it does have many useful features to facilitate translation and localization. The benefit of the UPK is that it allows you to quickly create content in a variety of languages. Usage Tracking NOW part of Knowledge Center Q: What is Knowledge Center? A: The Knowledge Center is a centralized platform for content deployment, tracking, and reporting. The Knowledge Center provides the infrastructure and tools for importing, organizing, and deploying content created in the Developer (and other applications), managing users and the content that is made available to them, tracking how deployed content is used, and reporting on the content that is consumed. The extent of these capabilities depends on whether you are using the Standard edition (basic usage tracking and reporting) or the Professional edition (more sophisticated user and content management, content organization and deployment, usage tracking, and reporting capabilities typically found in learning content management systems). Q: Is Knowledge Center required to deploy UPK? A: No. It is an optional program. However, to track how deployed content is used and report on content usage, you must install the Knowledge Center. Q: How do I install Usage Tracking? A: When you run the setup wizard for the UPK Development tool, you will be presented with the choice of installing Knowledge Center. For complete instructions, see the Knowledge Center Installation chapter in the Installation and Administration.pdf manual.. Q: What software is required to install Knowledge Center? A: Windows 2003 or 2008 Server, IIS and Oracle Database v10.1, v10.2, v11.1, or v OR-- Microsoft SQL Server 2005 (SP3 or SP4) or SQL Server 2008 (SP1, R2 or SP2). See the Technical Specifications sheet for more details. Q: Does Knowledge Center replace my LMS? A: No. Knowledge Center is not an LMS but rather a back end tracking mechanism for learning administrators to track which topics are being accessed, for how long, and by whom. Know It mode scores and pass/fail status are also tracked. Knowledge Center can also be used to track areas of an application that may require more help once the application has gone live. This can identify areas of training that may need to be supplemented, business processes that may need to be simplified, or employees that are having trouble adjusting to new systems or processes. Q: Does Knowledge Center track the time it takes to complete a test? A: Usage Tracking will track the time spent in the Know It mode (and any other mode for that matter). A compliant LMS may also be able to track the time. 14

16 Q: Does Knowledge Center support Microsoft Active Directory? A: Yes, if Windows Authentication is configured as the authentication method during the installation. Q: I m using Windows Authentication. I am not able to set permissions for custom groups for which I have created only the default Administrators group? A: Place the domain name in front of the group name, e.g. myntserver\my_group. Q: What if I exit Know It mode before I complete the topic? What gets tracked? A: Usage Tracking will record that the topic was taken by marking a score of zero and setting the passing flag to No. Upgrading to 11.0 Q: I m upgrading from UPK 2.x to UPK What do I do? A: If you have version 2.5, 2.6, or 2.7 installed, you must upgrade to 3.5, 3.5.1, or 3.6 before you can upgrade to See the Upgrade manual for more information. Since 11.0 must be installed in a new location, it can exist on the same machine as any previous version. Q: I m upgrading from UPK 3.1.x to UPK 11.0, will my content require a conversion? A: If you have version 3.1 installed, you must upgrade to 3.5, 3.5.1, or 3.6 before you can upgrade to See the Upgrade manual for more information. Since 11.0 must be installed in a new location, it can exist on the same machine as any previous version. Q: I m upgrading from UPK 3.5, or 3.6 to UPK 11.0, what are the steps? A: If you have 3.5, 3.5.1, or 3.6 installed, you can easily upgrade to Before you upgrade, however, there are certain things you should consider first. See the Upgrade manual for more information. Q: Can Content Archives (.odarc) created in previous versions be imported into UPK 11.0? A: Yes. Note: Content Archives only stores the most recent version of each document. A database backup is suggested for complete backups including previous document versions, authors, etc. Q: Can I install UPK 11.0 on top of a previous version? A: No. UPK 11.0 cannot install to a location that already includes a previous version ( on top ). Both the client and server installs need to be installed to a new location. Q: Can UPK 11.0 be installed on a machine which already has a previous version installed? A: Yes. Q: What is the default installation directory? A: C:\Program Files\User Productivity Kit\UPK Developer 11 15

17 Q: What happens to my existing (customized) publishing styles? A: Customized publishing styles for print formats will be upgraded. However, they will contain bookmarks that, while they still work, have been deprecated in this release. You may want to change these bookmarks on your own at some point. See the bookmark reference in Customize Document Formats in the Publish content section in the Content Development manual for more information. Customized publishing styles for other formats are not upgraded. Even if your customizations appear to still be available, you must delete them, recopy the appropriate styles from the publishing styles delivered with 11.0, and re-apply your customizations. Publishing settings files saved in 3.5 will not work in If you have created customized brands or categories, the categories will remain, but the brands must be reapplied. If you plan to create custom publishing styles in any version, you should document your customization so you can easily re-apply them after you upgrade, if necessary. Q: What happens to my existing (customized) templates? A: Standard templates will be replaced during the upgrade. Any new custom templates that you created in 3.5 will work in the new version. However, we recommend that you perform a manual comparison of the old template and the new templates and re-apply any necessary changes. Q: What happens to custom icons? A: They will remain in UPK 11.0 as they are unaffected by the upgrade. Q: What happens to Publishing Settings files (XOS)? A: They will not be compatible with UPK 11.0 and will need to be recreated. Q: Does my Usage Tracking Database need to be updated? A: Yes, Usage Tracking 3.1.x databases will need to be upgraded. Please refer to the product documentation for details. Note: Usage Tracking 2.x does not convert or upgrade to 3.x and a new instance of Usage Tracking will need to be installed to track UPK 3.x content. Content being tracked by Usage Tracking 11.0 should also be updated to the 11.0 Player. Q: Are there any changes to the system requirements for UPK 11.0? A: Yes, see the Technical Specifications sheet for more details. Q: If our current version runs against a SQL database, can we convert to an Oracle database? A: No, means for converting from one database type to another are provided by the software. If you would like to migrate to a different database, please review the directions provided in the Upgrade.pdf documentation. 16

18 Troubleshooting Q: When I click on a link to launch the Player nothing happens. A: The UPK Player opens in a new browser window. If you have a pop-up blocker installed, disable or uninstall it. Q: When I click on the Do It mode for a topic, the Do It mode doesn t display why? A: It is most likely a pop-up blocker or a security setting in your browser. Q: I am trying to install the UPK Developer on my Windows Vista machine but am having problems. What should I do? A: To install on Vista, right-click on the Setup.exe file, then choose Run as Administrator. UPK Training Q: How do I get started after I have purchased UPK? A: Oracle University offers training for UPK. For more information, search for UPK on the Oracle website at Accessibility Q: Is UPK 508 Compliant? A: Yes, in UPK 2.5 and later, the HTML Website published content is S508c compliant. For more information, go to 17

19 UPK FAQ October 2012 Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA U.S.A. Worldwide Inquiries: Phone: Fax: Copyright 2012, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group oracle.com