1 EDI Source EDI/HQ. Troubleshooting Licensing Issues. for Microsoft Windows 7 and Microsoft Windows 2008 Server

Transcription

1 1 EDI Source EDI/HQ Troubleshooting Licensing Issues for Microsoft Windows 7 and Microsoft Windows 2008 Server 1

2 Overview This document is meant to provide support for updating a software license for EDI/HQ that takes into account the complexity of the licensing as well as the sometimes unpredictable behavior of Microsoft Windows. This process for updating an EDI/HQ version (or more recent) license breaks down into 4 major parts. See below for licensing a version lower than or licensing a version that was upgraded from lower than Get your license code from your representative. 2. Ensure Internet access. 3. Pause/stop all instances of EDI/HQ. 4. Re-license the software. 5. Restart all instances of EDI/HQ. Section 1 provides step-by-step instructions on how to apply a new license. Section 2 provides resources for troubleshooting license issues. Section 3 provides information about User Account Control (UCA) that Microsoft added to Windows with the release of Windows 7 and Windows Server Section 4 provides step-by-step instructions for pre or first time on upgrade to or later. IMPORTANT: For the most up-to-date information request access to our product wiki at Section 1 - Updating your EDI/HQ License Step 1 Get your new license code First contact a 1 EDI Source representative to obtain a new license key. If you have been provided a listing of the type of license, number of trading partners, expiration date, allowed features, etc., please review for correctness and assurance that the license has not expired. Step 2 - Ensure Internet Access Ensure you have Internet access necessary for validating the license that will be entered. Step 3 Pause/stop all instances of EDI/HQ Pause all EDI/HQ related scheduled tasks using the 2

3 Windows Task Scheduler. If you are using EDI/HQ Triggers, Stop the 1 EDI Source EDIHQ Scheduler Service. Ensure that there are no instances of EDI/HQ currently running. Do this by executing Windows Task Manager and ensuring that Show processes from all users is checked. If there are other instances of EDI/HQ running, the Windows Task Manager will identify what user account the instance of EDI/HQ is under. Work with the user to stop or quit EDI/HQ. IMPORTANT: Using Windows Task Manager to end a Task or Process can have undesired results on EDI/HQ s processing, so use with caution. Step 4 - Re-License EDI/HQ From the previous steps, ensure that no other instances of EDI/HQ or Services are running. Right-click on the EDI/HQ icon on your desktop and select Run as administrator option. 3

4 In EDI/HQ, access the Help menu and select License Information The EDI/HQ License dialog will show. Click the Update button. Enter the new license key obtained from your 1 EDI Source representatives in the Serial Number Field, and then click the Register button. If this is a new installation you must also enter something in the Name and Organization fields. 4

5 License validation will occur over internet and you should receive the Your license has been updated. message. Close EDI/HQ Run EDI/HQ as administrator again. Right-click on the EDI/HQ icon on your desktop and select Run as administrator option. In EDI/HQ, access the Help menu and select License Information Verify that the serial number, expiration date, and modules are correct. IMPORTANT: If you have any issues, please review the Troubleshooting section below. Step 5 Restart all Paused Services and Tasks for EDI/HQ Automation If any Services were paused in Step 3 above, start the Services. 5

6 Section 3 - EDI/HQ, Windows 7 or Windows 2008 Server, Run as administrator, and the "mirror" Folder With Windows 7 and Windows 2008 Server, Microsoft introduced a new feature to Windows called the UAC (User Account Control) as part of its security mechanism. UAC is designed to help control access to resources (folders, for example) and applications and services. Certain adjustments have to be made if UAC is enabled on a computer where EDI/HQ will be licensed. Does every Windows 7 and Windows 2008 Machine have UAC? No. This can be enabled/disabled at a machine level and on a network. How do I know if the machine that I am on has UAC? If you haven't yet installed EDI/HQ you can right-click on the EDI/HQ Installer executable (.exe, not.msi) and one of the options will be "Run as administrator". This will indicate that UAC is enabled. If EDI/HQ is installed; you can right-click the shortcut to see the same thing. Is "Run as administrator" the same as being an Admin user? No, they are not the same thing. Being an Admin user on a machine or being a Domain Admin does not matter. You have to register EDI/HQ with the "Run as administrator" option. This is called "running with elevated permissions". However, to be able to use the "Run as administrator" option, the user account does have to be either an Administrator on the machine or the Domain. If not, Windows will prompt the user for the credentials of a user with Admin privileges. Or what happens? Here's what's important. If you attempt to register EDI/HQ and you DON'T run EDI/HQ with the "Run as administrator" option the product will register incorrectly. It will download the.lic file and put it in a "mirror" subfolder of the "\shared licenses" folder instead of putting it in either the "\shared licenses" folder or the EDI/HQ Program Files folder where it belongs. Also, that.lic file that is in the "mirror" subfolder is ONLY accessible by the user that just registered. No one else will see it and if other users are using the same system they will be prompted to register again. So how do I fix it? 3 options: 1. Register when running EDI/HQ with the "Run as administrator" option. 2. If it's too late, move the.lic file from the "mirror" folder to just the "XHEO\shared licenses" folder. Any user regardless of their permissions should be able to do this. 3. Move the.lic file to the EDI/HQ Program Files folder. This will require admin permissions. 6

7 Section 4 - Updating your EDI/HQ License for versions lower than or a first time at or above after upgrading from a lower version. Step 1 Get your license code (Mandatory) First contact a 1 EDI Source representative to obtain a new license key. If you have been provided a listing of the type of license, number of trading partners, expiration date, allowed features, etc., please review for correctness and assurance that the license has not expired. Step 2 - Ensure Internet Access Ensure you have Internet access necessary for validating the license that will be entered. Step 3 Pause/stop all instances of EDI/HQ (Mandatory) Pause all EDI/HQ related scheduled tasks using the Windows Task Scheduler. If you are using EDI/HQ Triggers, Stop the 1 EDI Source EDIHQ Scheduler Service. Ensure that there are no instances of EDI/HQ currently running. Do this by executing Windows Task Manager and ensuring that Show processes from all users is checked. If there are other instances of EDI/HQ running, the Windows Task Manager will identify what user account the instance of EDI/HQ is under. Work with the user to stop or quit EDI/HQ. IMPORTANT: Using Windows Task Manager to end a Task or 7

8 Process can have undesired results on EDI/HQ s processing, so use with caution. Step 4 - Find and remove all existing license files on your computer (Recommended) Click on the Windows Start Button In the "Search programs and files" type in "Folder Options" and then click on the "Folder Options" link when it appears. 8

9 Click on the View tab Ensure that the Show hidden files and folders is selected Ensure that Hide protected operating system files (Recommended) is unchecked. Click the Apply to All Folders button and answer Yes to the confirmation dialog. 9

10 Open Windows Explorer, ensure that you are at the root of the c: drive. Click the Search button. If you are presented with the Windows Search dialog, scroll down on the left side and click the Click here to use Search Companion. link. If not, go to the next step. NOTE: This may or may not open a new window. 10

11 Enter *.lic in the All or part of the file name: textbox and click the Search button. The results will be located in the right-hand pane. IMPORTANT: This method will show ALL files that end with a.lic extension. These may or may not be license files for a 1 EDI Source application so be careful. EDI/HQ license files should: Have EDI_HQ or EDIHQ in the name of the file - Or - Be in the Program Files folder where EDI/HQ is installed For each EDI/HQ license file that you find, move the file from its current location to some other location such as the current 11

12 user s desktop. IMPORTANT: Do NOT move the files to a sub-folder of where they are currently located. All files need to be removed from the XHEO Shared Files location and Program Files folder for EDI/HQ. Step 5 - Clear the built-in license cache (Recommended) If you are familiar with the Windows Registry Editor, find and delete the entry: HKEY_LOCAL_MACHINE/ SOFTWARE / WOW6432Node/ 1 EDI Source, Inc./ EDI HQ/ Cachetype Otherwise, follow the instructions below. Launch the Windows Registry Editor. How to: Click on the Windows Start Button In the "Search programs and files" type in "regedit" and then click on the "regedit" link when it appears. 12

13 When the Registry Editor open, chose Edit -> Find from the File menu. Enter CacheType in the Find what: box Ensure that only Values is checked under the Look at section. Check Match whole string only Click the Find Next button. This will start finding registry Keys named CacheType. Hitting the F3 key until it finds the CacheType key located underneath the EDI HQ key. Delete the CacheType value by right-clicking and choosing Delete Close the Registry Editor. 13

14 Step 6 - Re-License EDI/HQ (Mandatory) From the previous steps, ensure that no other instances of EDI/HQ or Services are running. Right-click on the EDI/HQ icon on your desktop and select Run as administrator option. In EDI/HQ, access the Help menu and select License Information The EDI/HQ License dialog will show. Click the Update button. 14

15 Enter the new license key obtained from your 1 EDI Source representatives in the Serial Number Field, and then click the Register button. License validation will occur over internet and you should receive the Your license has been updated. message. Close EDI/HQ Run EDI/HQ as administrator again. Right-click on the EDI/HQ icon on your desktop and select Run as administrator option. In EDI/HQ, access the Help menu and select License Information Verify that the serial number, expiration date, and modules are correct. IMPORTANT: If you have any issues, please review the Troubleshooting section above. Under some circumstances Step 5 needs to be repeated. If so, contact 1 EDI Source to have the license deactivated first. Step 7 Restart all Paused Services and Tasks for EDI/HQ Automation 15

16 If any Services were paused in Step 3 above, start the Services 16