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Software Installation

Guide

February 2010

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The content of this manual is provided for information only, is subject to change without notice, and should not be construed as a commitment by Actix. Actix assumes no responsibility or liability for any errors or inaccuracies that appear in this documentation. Copyright Actix 2010. All rights reserved. All trademarks are hereby acknowledged.

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Contents
1 INSTALLING ACTIX SOFTWARE .........................................................................5
1.1 ABOUT THIS GUIDE ............................................................................................ 5 1.2 PRODUCT SUPPORT AND MAINTENANCE .................................................................... 6
1.2.1 Getting started with MyActix ................................................................................. 6 1.2.2 More information ................................................................................................. 6

1.3 ACTIX SOFTWARE LICENSING ................................................................................ 6


1.3.1 Standalone licensing ............................................................................................ 7 1.3.2 Activated licensing ............................................................................................... 7

1.4 REQUIREMENTS ................................................................................................ 8 1.5 BEFORE PROCEEDING WITH THE INSTALLATION............................................................ 9 1.6 UPGRADING FROM PREVIOUS VERSIONS .................................................................... 9 1.7 INSTALLING THE FULL RELEASE .............................................................................. 9 1.8 MICROSOFT SQL SERVER 2005 EXPRESS................................................................. 9
1.8.1 Installing SQL Express ......................................................................................... 9

1.9 INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE ................................................ 11


1.9.1 1.9.2 1.9.3 1.9.4 1.9.5 1.9.6 1.9.7 Using the Setup command .................................................................................. 11 Running the MSI ............................................................................................... 11 Command line parameters.................................................................................. 12 Installation requires computer reboots ................................................................. 12 Disabling the Desktop shortcut ............................................................................ 13 Preventing installation of Web update functionality ................................................ 13 Citrix and ActixOne deployments ......................................................................... 13

2 LICENSING YOUR SOFTWARE ......................................................................... 14


2.1 STANDALONE LICENSES ..................................................................................... 14
2.1.1 Licensing a single Actix Solution .......................................................................... 14 2.1.2 Start your Actix Solution .................................................................................... 15

2.2 REGULAR ACTIVATION LICENSES .......................................................................... 16


2.2.1 Activate an Actix Solution ................................................................................... 16 2.2.2 Manual activation .............................................................................................. 18 2.2.3 Re-activation .................................................................................................... 20

2.3 CONCURRENT ACTIVATION LICENSES ..................................................................... 20


2.3.1 Starting a Concurrent Activation.......................................................................... 20 2.3.2 Requesting an Activation Period .......................................................................... 22

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


3.1 TROUBLESHOOTING GENERAL LICENSING ISSUES ....................................................... 24
3.1.1 3.1.2 3.1.3 3.1.4 Diagnostic reporting .......................................................................................... 24 Applying license fixes provided by Actix Support ................................................... 24 Forwarding logs to Actix Technical Support ........................................................... 25 Adding and removing programs........................................................................... 25

3.2 TROUBLESHOOTING INSTALLATION ISSUES .............................................................. 26


3.2.1 Problem message on installation ......................................................................... 26 3.2.2 Installation source required on first launch of application after installation or web update. .................................................................................................... 26 3.2.3 Shortcuts fail to launch Actix Software ................................................................. 26 3.2.4 SMS Package definition file contains incorrect parameter ........................................ 26 3.2.5 Migrating from Wise legacy installation to MSI installation via SMS .......................... 27

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3.2.6 Old Actix shortcuts remain after upgrading from Wise legacy Analyzer installation ...................................................................................................... 27 3.2.7 Actix Software fails on start-up after installation or upgrade ................................... 27 3.2.8 SQL Native Client already installed ...................................................................... 27 3.2.9 Slow response from SQL Express......................................................................... 28

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


3.3.1 Check that the license is working correctly ........................................................... 28 3.3.2 About Box ........................................................................................................ 29

3.4 TROUBLESHOOTING THE ACTIVATION PROCESS .......................................................... 31


3.4.1 Connecting via a Proxy Server ............................................................................ 31 3.4.2 Communications problem ................................................................................... 31 3.4.3 Activation denied............................................................................................... 32

3.5 TROUBLESHOOTING ACTIX SOFTWARE ISSUES .......................................................... 32


3.5.1 3.5.2 3.5.3 3.5.4 3.5.5 Terminal Server Sessions ................................................................................... 32 No Lservrc found ............................................................................................... 32 Clock tamper detection ...................................................................................... 33 Incorrect trace symbols used on map................................................................... 33 GeoDict.DCT could not be located ........................................................................ 33

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1 Installing Actix software


This section describes the installation process for Actix software based on the Analyzer platform. The Actix software installation is constructed using Windows Installer (MSI), which is an integral part of the Microsoft Windows operating system and is able to assist in the installation and management of Windows Applications. Actix software can be installed locally, or deployed to multiple client machines using Microsoft Systems Management Server (SMS).

1.1 About this guide


The 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 your solution 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 this in 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<msiexec commands> For a detailed understanding of your solution, you should attend a full Actix training or workshop session. These can be tailored exclusively to your individual or corporate requirements.

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1.2 Product Support and Maintenance


Actix Product Support is dedicated to optimizing the customer experience and attaining the highest 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 track and communicate the progress of any logged issue quickly and effectively.

1.2.1 Getting started with MyActix


Actix provides access to Product Support via a dedicated web portal. The MyActix portal provides a personalized interface to the Actix Support Service and many other useful resources including product downloads, a knowledge base of known issues and general product 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 with that customer. Following installation, customers are encouraged to register at www.myactix.com to create a Customer Contact account. Customer Contacts are the only persons permitted to open or update technical Cases with Actix Product Support. The Customer Contacts should be suitably 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 feed available to keep up to date with new resources being posted to the portal.

1.2.2 More information


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

1.3 Actix software licensing


You should understand how you intend to license your software before you start the installation process. All Actix solutions are licensed 'per-machine'. This means that every machine that runs an Actix solution has its own license (not normally transferable between machines). 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 Regular Activation, through a connection with an Activation server hosted by Actix 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 page 14. Check that you follow the appropriate installation type when you install your Actix solution.

Customers who purchased software with previous licensing systems should consult the installation guide provided with the original software.
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1.3.1 Standalone licensing


Standalone license 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 to approach Actix for a replacement.

1.3.2 Activated licensing


Activated license 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 file contains the activation and licensing information. For a user to be able to operate an activated installation, the PC on which the Actix software 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 need to re-activate your computer using your unique Machine ID or approach Actix for a replacement. Using the activation process for the software locks the license file to the unique combination of hardware in a particular PC. Activation requires the user to make a one-off connection with the Actix Activation Server.

With Regular 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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1.4 Requirements
Item Processor Framework (installed automatically) Requirement 1+ GHz .NET Framework 1.1 and 3.5 SQL Server 2005 Express Edition SP2 (for more information, see: http://www.microsoft.com/sql/editions/express/sysreqs.mspx.) SQL Server Express 2008 is supported but not included in the installation, as it requires .NET 3.5 SP1 which cannot run on Windows 2000. Operating System Windows 7 Windows 2008 Server Windows XP with Service Pack 2 or later Microsoft Windows 2000 Professional with SP4, or Microsoft Windows 2000 Server with Service Pack 4 or later3 TEMS requires .NET 3.5 which cannot run on Windows 2000. Windows Server 2003 Standard, Enterprise, or Datacenter editions with Service Pack 1 or later Windows Server 2003 Web Edition SP1 Windows Small Business Server 2003 with SP1 or later Windows Vista Actix software runs on all 64-bit operating systems but in 32-bit mode. If the Actix software is to be run on a 64-bit operating system, please make Actix Support aware of this so they can provide a 64-bit enabled dongle. Memory Hard Disk Space Other Requirements 1+ GB RAM 2 GB Microsoft Internet Explorer 6.0 SP1 or later Microsoft Office 2000 or above (required by Actix Software) If you use Kaspersky Virus Checker, contact Actix Support Always check the latest release notes for more information.

Actix will remove support for Windows 2000 on July 13, 2010, in line with Microsoft support policy.
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1.5 Before proceeding with the installation


Ensure that: You have administrator rights The target PC meets the requirements in section 1.4.

1.6 Upgrading from previous versions


Upgrading from an earlier version of Actix Software might result in the automatic uninstallation of the old software before installing the new software. Only files that were installed during the original installation process will be removed.

1.7 Installing the full release


Manually run setup.exe, then follow the instructions on the screen.

1.8 Microsoft SQL Server 2005 Express


Microsoft SQL Server 2005 Express Edition is an easy-to-use, lightweight version of SQL Server 2005. SQL Express is a key component in Actix Software, and is normally installed seamlessly as part of the Actix Software installation. The Actix Database installation is made up of several components: Microsoft SQL Server 2005 Microsoft SQL Server Native Client Microsoft SQL Server Setup Support Files Microsoft SQL Server VSS Writer MSXML6 Parser Microsoft .NET Framework (see section 1.4) All these components are installed by using the Actix Software installer, although Administrators and advanced users may be interested to know that the complete, freely available Microsoft database installation is available, and may be used to install the Microsoft database software if required on another PC in a non-Actix context. Note that you are restricted to a maximum database size of 4GB 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 limit would be exceeded.

1.8.1 Installing 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 the Actix Software installation has completed. Run the file Setup.exe.

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If you do not have SQL Express installed on your PC, you will see this message:

SQL Express installation required message

You should see this screen as the SQL Express installation process continues, installing the various components:

Click on a link to see the installation log for that component.

Components of the SQL Server installation process

If the Status column shows a problem with any of the components, you should stop the installation, use Add/Remove Programs to remove the component in question, reboot the PC and restart the installation process. Once the SQL Express installation is complete, the Actix Software installation begins. Follow the instructions on the screen. On completion you may need to restart your PC.
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1.9 Installing Actix Software via the command line


There are two methods for performing a command line installation: Using the Setup command Running the MSI Each command will execute the same MSI.

1.9.1 Using 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

1.9.2 Running the MSI


As an alternative to running Setup, you can run the MSI directly. These dependencies must previously have been installed: Windows Installer 3.1 Microsoft .NET Framework 1.1 Microsoft .NET Framework 1.1 SP1 Microsoft .NET Framework 2.0 Microsoft .NET Framework 3.5 Microsoft Data Access Components (MDAC) 2.8 Microsoft SQL Server 2005 Express SP2 The following instructions explain how to install SQL Express on its own. Note that in these examples the D:\ drive is taken to be your CD drive. 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\Microsoft SQL Server 2005 Express 3 From here, you can run the .bat file to execute the SQL Express installer without going through the Actix Software installation process: D:\> runinstall.bat

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1.9.3 Command line parameters


The setup exe fully supports MSI command line parameters that can be passed to msiexec by using: Setup /V<msiexec commands> 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 will always be displayed if the setup exe is used and .NET is being installed, and even if a silent install 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 command line above does). It will also generate full installation logging that can be used to assist diagnosing installation problems. The log file produced, AtxInst.log, will be written to the root drive where your windows operating system is held. Actix-specific installer parameters are: Parameter
ACTIX_DBPASSWORD

Defaults
Xitca123, or as defined in HKEY_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 in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName This is the database server name.

ACTIX_DBUSERNAME

Actix, or as defined in HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName This is the database user name.

For more information on applying parameters to MSI, see http://msdn.microsoft.com/enus/library/aa367988(VS.85).aspx.

1.9.4 Installation 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 to the msiexec command line (in the SMS package definition): REBOOOT=REALLYSUPPRESS If you do plan to suppress reboots, to determine whether the initial reboot will need to be suppressed, you should first deploy the installation into a test deployment environment.

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1.9.5 Disabling the Desktop shortcut


The installation creates an optional desktop shortcut which can be disabled though the install UI. To not create the desktop shortcut, add the following property to the msiexec command line: DESKTOPSHORTCUT=0

1.9.6 Preventing installation of Web update functionality


The Actix Software installation allows product updates to be automatically downloaded and installed 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 can instruct the setup to not install any web setup functionality onto the user's machine during the initial installation of the software. To do this, set the NOWEBUPDATE property on the msiexec command line interface: msiexec /I AtxInst.msi NOWEBUPDATE=1 This can also be done by using: setup /vNOWEBUPDATE=1

1.9.7 Citrix and ActixOne deployments


For these types of deployment, ensure that you use the following parameter: ACTIXSQLEXPRESSDETECTED=1

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2 Licensing your software


A description of the types of Actix licensing in use is provided on page 5. Instructions on how to perform each of these installations are provided here. Check that you follow the appropriate installation type when you install your Actix solution. Do not edit lservrcif you corrupt this file, you will need to approach Actix for a replacement. Information on troubleshooting any problems you may encounter with licensing your product is given in the section Troubleshooting licensing issues on page 24.

2.1 Standalone licenses


2.1.1 Licensing 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 the computer. USB support is only available for Microsoft Windows 98, Windows 2000, Windows XP, Windows Vista. Now you need to obtain the information from which Actix can program your lservrc license key file. 2 From the Start, Programs, Actix menu, select Management, then Diagnostics to open the Diagnostics window.

The Diagnostics window

3 4

Click Generate Report. To send the information to Actix, click Copy to clipboard and paste the information into an email to Actix, along with any other relevant information for example, that this is a request for a license key file. Ensure that you do 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.

When you receive the appropriate email from Actix, extract the lservrc file to the following folder:
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(for Windows XP users) C:\Documents and Settings\All Users\Application Data\Actix\Analyzer\Bin

(for Windows Vista users) C:\Program Data\Actix\Analyzer\Bin

2.1.2 Start your Actix Solution


6 From the Windows Start menu, 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

7 8

Click Done. Now ensure that the license file (lservrc) is present in: C:\Program Files\Actix\Analyzer\Bin

If you have any problems, read the next section.

2.2 Regular Activation licenses


For information on Concurrent Activation, please refer to the Concurrent Activation Licensing Guide PDF document.

2.2.1 Activate 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, Manual activation. 1 Obtain the Product ID from your administrator (which will have been emailed by Actix). Actix will only supply Product IDs to known contacts within a customers organisation. Please contact your companys representative to obtain a Product ID as Actix Support will not give out Product IDs to end-users. 2 3 If you require a dongle, ensure it is plugged in. From the Windows Start menu, select Programs, Actix, Analyzer (or the solution name if different).

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The Actix Licensing Wizard

4 5

Ensure the top option is selected and click Next. Enter the Product ID supplied by your administrator.

Entering the Product ID

The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. 6 The user reference field is automatically filled in. This can be used to assist Actix Support 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 the default user reference is retained. Once you have entered the Product ID, click Next.

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If the automatic activation fails, in order to manually activate the product, first select the checkbox, then click Next. When activation is successful, the dialog below will be displayed.

Make a note of the Machine ID, which is a unique reference for each computer. The Machine ID can be used to restore your activation should it become deleted or corrupted. Note Your Machine ID should be written down, or stored somewhere other than the computer hard disk, together with the user reference. If something happens to the computer this information will enable the license to be restored.

2.2.2 Manual activation


1 2 3 Obtain the Product ID from your administrator (Actix will have emailed the ID). If you require a dongle, ensure it is plugged in. From the Windows Start menu, select Programs, Actix, Analyzer (or the solution name if different).

Manual activation via the Actix Licensing Wizard

4 5

Ensure the top option is selected, and click Next. Enter the Product ID supplied by your administrator.

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Entering the Product ID

The Product ID can be pasted into the four boxes by copying the complete text and using the Paste button. 6 The user reference field is automatically filled in. This can be used to assist Actix Support 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 the default user reference is retained. Once the Product ID has been entered, check the Manual activation box and click Next to display the activation request dialog. Make a note of the email address given in this dialog. Copy the activation details using the Copy button and paste them into the body 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 Exit button to close the wizard.

7 8

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 exact location depends on the version of Windows for example in a standard Windows XP installation it refers to C:\Documents and Settings\All Users. 11 Make a note of your Machine ID (which is displayed in the About Actix Solutions box). This is a unique reference for each computer. Note Your Machine ID should be written down, or stored somewhere other than the computer hard disk, together with the user reference. If the activation.xml file becomes corrupted, the Machine ID information will help re-activate your computer (see below).

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2.2.3 Re-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 already registered by the Actix activation server. To re-activate, start the Activation Wizard from the Start Menu. If the Activation.xml file is present, the correct details will be automatically entered in the wizard. Simply follow the steps to re-activate without changing any of the details. If you require a dongle, this must be plugged in to re-activate. If the Activation.xml file has been lost, enter your Machine ID, rather than the original Product ID. If the Machine ID has been lost, you will need to contact Actix support in order to restore your license. Your user reference will assist Actix Support in restoring your license. Note Do not attempt to reactivate using the original Product ID as this could result in an additional license being issued to your computer.

2.3 Concurrent Activation licenses


Concurrent Activation is a method of licensing the Actix Analyzer and Spotlight products for users who normally work with access to the Internet. It is installed on one of your companys servers and uses your local network connection to obtain (and automatically renew on a regular basis) the Activation license. It is referred to in the remainder of this document as Mini Activation Server (to differentiate from the Global Activation Server hosted by Actix). Although Concurrent Activation is a licensing method based on the concept of regularly checking the license against a license server database, it does allow you to work offline. Once the Actix software has been activated, you may work disconnected from your local network, and only requires reconnection to renew your Activation. See page 20 for the section Starting a Concurrent Activation. The Activation period is the length of time your PC may be disconnected from the local network before the Activation license expires. Normally you would accept the default activation period, but you can request a non-standard period. For example, if you were to be working on a laptop without an Internet/local network connection, you might want to set the activation period to cover this time. Refer to the section Requesting an Activation Period on page 22 for more information. Also available from Actix is the following guide: Actix Mini Activation Administration Guide

2.3.1 Starting a Concurrent Activation


1 Start the Activation Wizard. For Actix Analyzer or Spotlight: from the Windows Start menu, select Actix > Management > Activation Wizard.

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For Cellopt Products: from the Windows Start menu, select Actix > Actix Switch Adapter / Cellopt AFP > Activation Wizard. The Actix Licensing Wizard opens. 2 3 Ensure that the I want to activate this computer option is selected. Click Next.

Enter the Product ID supplied by Actix.

The Activation Wizard should now look like this: 5 Click the Advanced button.

Your administrator should be able to tell you the name of your Local Activation Server. 6 7 Enter the Activation Server name as shown here. Click Next.

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You are now back at the main Activation Wizard screen. 8 Click Next.

You should now see the Activation completion screen: 9 Click Done to complete the Concurrent License Activation process.

2.3.2 Requesting an Activation Period


1 From the Windows Start menu, select Actix > Management > Activation Wizard. The Actix Licensing Wizard opens.

2 3

Ensure that the I want to activate this computer option is selected. Click Next.

Click the Advanced button.

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Now that Concurrent Licensing has been activated, the top section of the Advanced dialog is active. 5 Enter the number of days required for the activation renewal period. Setting this to 0 requests the default Activation renewal period. Click Next.

The dialog shows the Activation renewal period that you have asked for. 7 Click Next.

If the Activation renewal period is not acceptable, the message box shows the Activation renewal period that has now been set. 8 Click OK to close the message box. The dialog shows the Activation renewal period that has been set. 9 Click OK to complete the Activation Period Request process.

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3 Troubleshooting licensing issues


3.1 Troubleshooting general licensing issues
3.1.1 Diagnostic 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 any requests for licensing support. To start the diagnostic utility, go to Start, Programs, Actix, Management, AtxDiagnostics. On running the program, a blank window is displayed 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, and the contents of the report can be copied to the clipboard for use with a different email client.

3.1.2 Applying 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. Full details of the process will be supplied by Actix Support.
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3.1.3 Forwarding logs to Actix Technical Support


If you have difficulties with installing the database for example, when you see an SQL Error Detected screen, or you have problems with the operation of the database, please can 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 which database contains the error. Note Actix Support do not need a copy of the SQLERROR.log file.

3.1.4 Adding and removing programs


The Add/Remove Programs dialog shows Actix Software and a series of SQL Express components:

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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 SQL Express-installed programs shown in the above screenshot. Using the Actix Software uninstall 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 2.0 must be on the PC before you can successfully remove SQL Express.

3.2 Troubleshooting installation issues


3.2.1 Problem message on installation
If you have not already installed SQL Server Express, you will see this message when you start the installation process:

Reminder message

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

3.2.2 Installation source required on first launch of application after installation or web update.
The MSI installation appears to finish and displays a message to reboot the machine, but does not instruct the user to stay connected to the network throughout and after the reboot. Failure to remain connected to the network when one first launches the software may result in an incomplete installation, as the installer cannot find the original installation source. It is advised that, after installing the software or obtaining web updates, you launch 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 will allow the installation to complete correctly, and the shortcuts should now work.

3.2.4 SMS Package definition file contains incorrect parameter


In the AtxInst.pdf file, the name of the MIF file also includes the ".mif" extension. This can cause 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"

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3.2.5 Migrating from Wise legacy installation to MSI installation via SMS
To upgrade your Wise installation to the new MSI installation via SMS, you are instructed to push out (deploy from the central server) the installation twice. The first push will start the upgrade process, in which the Analyzer directory is backed up before being completely removed in preparation for the new install. The second push will cause the actual installation to occur. Any user files will be migrated from the old installation to the new, apart from old stateform (*.axv) and event files (*.evt) which will not be migrated over. We recommend that for these files, users upgrade to the new file format.

3.2.6 Old Actix shortcuts remain after upgrading from Wise legacy Analyzer installation
After the MSI installation has finished upgrading from your legacy Wise installation, you need to delete the old Actix Start menu shortcuts manually from your personal Start menu. To do this, right-click on the Windows Start button and select the Explore option, which by default displays the personal Start menu. Now delete the old Actix shortcuts. (The new installation's shortcuts are placed into the 'All Users' Start menu, and you can view these by selecting Explore All Users.)

3.2.7 Actix 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 shortcut provided in the Windows Start menu. If the problem persists, attempt to repair the application using the Settings > Control Panel > Add/Remove Programs option before contacting Actix Support.

3.2.8 SQL 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 show below. 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).

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SQL Native Client already installed message

Uninstall the SQL Native Client

3.2.9 Slow response from SQL Express


The database part of the install has to establish a connection with SQL Express so that it can 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 run Analyzer. If the machine is running many applications, simply close applications or restart. If you are experiencing high network traffic, try again later.

3.3 Troubleshooting standalone installations


3.3.1 Check that the license is working correctly
1 Check that an Actix dongle is securely plugged into the appropriate parallel or USB port.

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From the Actix menu, select Management, then AtxDiagnostics to open the Actix Diagnostics window.

The Actix Diagnostics window

3 4

Click Generate Report. Contact Actix support and send the report to assist the support engineer in diagnosing the problem.

3.3.2 About Box


From within your Actix solution's Help menu, select About Actix Solutions to show this window:

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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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3.4 Troubleshooting the activation process


3.4.1 Connecting via a Proxy Server
After entering the Product ID, an additional dialog may be displayed. This happens if a proxy 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 to the Internet using Internet Explorer (or another web browser). Enter the same username/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, the dialog below will be displayed.

The activation error message screen

If the same error continues to occur, and the connection to the Internet appears to be working correctly (for example the website www.actix.com can be seen using an Internet browser) try activating manually.
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3.4.3 Activation 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 Actix product license.

The activation error warning screen

3.5 Troubleshooting Actix Software issues


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

3.5.2 No 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 the problem 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.

3.5.3 Clock tamper detection


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

Clock reversal error message

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

3.5.4 Incorrect trace symbols used on map


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

3.5.5 GeoDict.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 the Repair option for Actix Software.

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