TROUBLESHOOTING GUIDE

Transcription

1 TROUBLESHOOTING GUIDE DOC #: TG04 DATE: 6/6/2012 REVISION: B PROBLEM: SQL 2005 / SQL 2008R2 (SQLEXPRESS) fails to install during the CardAccess 3000 installation (CardAccess 3000 V2.6 and later). Related Documents: Configuring the Windows 7 Firewall Quick Reference Troubleshooting Tips: Verify the computer meets the recommended computer specifications. Refer to the Continental Website ( Click Support/Library and then Hardware/Software document library. The computer specifications are under CA3000 Documents. Verify the CardAccess 3000 host has FULL Local ADMINISTRATOR permissions. If the computer is on a domain, remove it from the domain.

2 In Windows 7 and Server 2008, there is a new setting called UAC which is the User Account Control setting. In Windows 7, type UAC into the search box. A Slider bar will display for the UAC setting. Lower it to the lowest setting. In Server 2008, you must disable the UAC setting. Create a new user in Windows. Make the user part of the Administrator Group. Log-in with the new user and verify if the problem still exists. Verify the firewall is disabled in Services on XP and Server Do not disable the firewall on Windows 7 and Server The firewall on Windows 7 and Server 2008 must be started and all ports must be unblocked (Allowed). Refer to the link above. Configure the All Users group for Full Control on the CardAccess 3000 folder and the Database under the CardAccess 3000 folder. Verify there are no other instances of SQL on the computer. If there are, remove them. If the SQL installation fails during the installation of MSXML install, you must download the Windows cleanup utility and remove any version of MSXML 6. After removing them, reinstall the CardAccess 3000 and SQL. On CardAccess 3000 version and earlier, verify the Enforce Password Policy in the Windows security policy is disabled. A weak password of cic is hardcoded in this version and earlier versions CardAccess Verify the Server service is running in Services. Prior to starting another CardAccess 3000 installation, delete all the files in the temp folder. Click Start/Run, type %temp% and click OK. All the files in the Temp folder will display. Delete all the files (Some of these file may be in use, and you will not be able to

3 delete them). Also delete all other files associated with SQL including under Program Files and in the registry. If the computer has a 64 bit operating system on it, you must be using CardAccess 3000 V2.8.x. Versions prior to this do not contain the correct SQL for 64 bit computers. SQL must be installed with MIXED AUTHENTICATION mode. To troubleshoot SQL problems, it is recommended to install the SQL Server Management Studio. Once this is installed, you should log into SQL with SQL Authentication using the sa and the cic user. This will confirm if these users are configured in SQL with the correct passwords. Do not copy SQL databases without detaching them first. Never Pause SQL to copy database file. If you do not have the CardAccess 3000 DVD and have the files on the hard drive, you must copy all the files to a folder on the desktop. Then install CardAccess 3000 or SQL from the folder on the desktop. If the files are located on a different hard drive or computer, the SQL installation will fail. When all else fails, remove Microsoft Office from the computer. Office 2003 had an instance of SQL which caused installation problems. On Windows Server 2008, verify.net Framework 3.51 is preinstalled. Detailed Troubleshooting Tips:

4 1) SQL user and password information- Throughout the development of the CardAccess 3000, the SQL user and password that the CardAccess 3000 uses has changed. The CardAccess 3000 creates and uses a SQL user with the name of cic. Refer to below for the history of the SQL users. V2.5.x sa = blank cic=cic V2.6.X sa= cic cic= cic V sa = cic cic= cic V sa = cic! cic=cic! V2.8.x sa = Cic! cic = Cic! Note: Use the appropriate passwords for sa and cic while logging into SQL using the SQL Server Management Studio. Verify you are using SQL Authentication. 2) Below are Maximum SQL file sizes for different SQL versions: SQL 2000 (msde) = 2 gig SQL 2000 (Full version) = Unlimited SQL 2005 (sql express) = 4 gig SQL 2005 (Full version ) = 16 Terabytes SQL 2008 (sql express) = 4 gig SQL 2008 (Full version) = 16 Terabytes

5 SQL 2008 R2 (sql express) = 10 gig SQL 2008 R2 (Full version) = 16 Terabytes Note: There are different recovery modes in SQL. We recommend using the Simple mode. This setting determines how much log information is written to the log file. If the other recovery modes are used in regard to the Transaction log, the log files get very large. 3) The CardAccess 3000 software will install SQL Express if it does not detect another version of SQL on the computer. The maximum file size of SQL Express files are much less than the maximum file size of the a FULL SQL installation. You must refer to the computer specifications to determine if you should preinstall the FULL version of SQL prior to installing the CardAccess 3000.