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Software Installation

Guide

May 2009

www.actix.com
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 2009. All rights reserved. All trademarks are hereby acknowledged.

www.actix.com
Contents
1 INSTALLING ACTIX SOFTWARE .........................................................................5
1.1 ABOUT THIS GUIDE ............................................................................................ 5
1.2 PRODUCT SUPPORT AND MAINTENANCE .................................................................... 5
1.2.1 Getting started with MyActix ................................................................................. 5
1.2.2 More information ................................................................................................. 6
1.3 ACTIX SOFTWARE LICENSING ................................................................................ 6
1.4 REQUIREMENTS ................................................................................................ 7
1.5 BEFORE PROCEEDING WITH THE INSTALLATION............................................................ 8
1.6 UPGRADING FROM PREVIOUS VERSIONS .................................................................... 8
1.7 INSTALLING THE FULL RELEASE .............................................................................. 8
1.8 MICROSOFT SQL SERVER 2005 EXPRESS................................................................. 8
1.8.1 Installing SQL Express ......................................................................................... 8
1.9 INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE ................................................ 10
1.9.1 Using the Setup command .................................................................................. 10
1.9.2 Running the MSI ............................................................................................... 10
1.9.3 Command line parameters.................................................................................. 11
1.9.4 Installation requires computer reboots ................................................................. 11
1.9.5 Disabling the Desktop shortcut ............................................................................ 11
1.9.6 Preventing installation of Web update functionality ................................................ 11

2 LICENSING YOUR SOFTWARE ......................................................................... 12


2.1 STANDALONE LICENSES ..................................................................................... 12
2.1.1 Licensing a single Actix Solution .......................................................................... 12
2.1.2 Start your Actix Solution .................................................................................... 13
2.2 ACTIVATED LICENSES ....................................................................................... 14
2.2.1 Activate an Actix Solution ................................................................................... 14
2.2.2 Manual activation .............................................................................................. 16
2.2.3 Re-activation .................................................................................................... 18

3 TROUBLESHOOTING LICENSING ISSUES ............................................................ 19


3.1 TROUBLESHOOTING GENERAL LICENSING ISSUES ....................................................... 19
3.1.1 Diagnostic reporting .......................................................................................... 19
3.1.2 Applying license fixes provided by Actix Support ................................................... 19
3.1.3 Forwarding logs to Actix Technical Support ........................................................... 20
3.1.4 Adding and removing programs........................................................................... 20
3.2 TROUBLESHOOTING INSTALLATION ISSUES .............................................................. 21
3.2.1 Problem message on installation ......................................................................... 21
3.2.2 Installation source required on first launch of application after installation or
web update. .................................................................................................... 21
3.2.3 Shortcuts fail to launch Actix Software ................................................................. 21
3.2.4 SMS Package definition file contains incorrect parameter ........................................ 21
3.2.5 Migrating from Wise legacy installation to MSI installation via SMS .......................... 21
3.2.6 Old Actix shortcuts remain after upgrading from Wise legacy Analyzer
installation ...................................................................................................... 22
3.2.7 Actix Software fails on startup after installation or upgrade .................................... 22
3.2.8 SQL Native Client already installed ...................................................................... 22
3.2.9 Slow response from SQL Express......................................................................... 23
3.3 TROUBLESHOOTING STANDALONE INSTALLATIONS ...................................................... 23
3.3.1 Check that the license is working correctly ........................................................... 23

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3.3.2 About Box ........................................................................................................ 24
3.4 TROUBLESHOOTING THE ACTIVATION PROCESS .......................................................... 25
3.4.1 Connecting via a Proxy Server ............................................................................ 25
3.4.2 Communications problem ................................................................................... 25
3.4.3 Activation denied............................................................................................... 26
3.5 TROUBLESHOOTING ACTIX SOFTWARE ISSUES .......................................................... 26
3.5.1 Terminal Server Sessions ................................................................................... 26
3.5.2 No Lservrc found ............................................................................................... 26
3.5.3 Clock tamper detection ...................................................................................... 27
3.5.4 Incorrect trace symbols used on map................................................................... 27
3.5.5 GeoDict.DCT could not be located ........................................................................ 27

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Actix Software Installation Guide May 2009 Installing Actix software 5

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 described—just 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 application‘s 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.

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.

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Actix Software Installation Guide May 2009 Installing Actix software 6

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

Global Activation, through a connection with an Activation server hosted by Actix


– either with, or without, a plug-in dongle

Local 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 12.
Check that you follow the appropriate installation type when you install your Actix solution.
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 lservrc—if you corrupt this file, you will
need to approach Actix for a replacement.

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

1
Customers who purchased software with previous licensing systems should consult the
installation guide provided with the original software.
2
If a direct internet connection to the Activation Server is unavailable, the software can still be
activated by manually exchanging emails with Actix Support, or through connection to a local
server if using Local Activation.

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Actix Software Installation Guide May 2009 Installing Actix software 7

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.

1.4 Requirements
These are mainly dictated by SQL Express:

Item Requirement

Processor 600 MHz Pentium III-compatible or faster processor; 1GHz or


faster processor recommended.

Framework Before installing SQL Server 2005 Express Edition SP2, you must
install the .NET Framework 2.0; this occurs automatically in the
standard Actix installation.

Operating System Windows XP with Service Pack 2 or later.


Microsoft Windows 2000 Professional with SP4.
Microsoft Windows 2000 Server with Service Pack 4 or later.
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 64-bit Windows as a 32-bit application,
but dongles will only work on 32-bit Windows.

Memory 192 megabytes (MB) of RAM or more; 512 MB or more


recommended.

Hard Disk Approximately 350 MB of available hard-disk space for the


recommended installation.
Approximately 425 MB of additional available hard-disk space for
SQL Server Books Online, SQL Server Mobile Books Online, and
sample databases.

Other Requirements Microsoft Internet Explorer 6.0 SP1 or later.


Microsoft Office 2000 or above (required by Actix Software).

For more information on SQL Express system requirements, see:


http://www.microsoft.com/sql/editions/express/sysreqs.mspx.

Always check your release notes for any late-breaking


installation requirements information.

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Actix Software Installation Guide May 2009 Installing Actix software 8

1.5 Before proceeding with the installation


Ensure that:

You have administrator rights

The target PC meets the minimum specification for Actix Software and SQL
Express.

1.6 Upgrading from previous versions


Upgrading from an earlier version of Actix Software might result in the automatic un-
installation 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 2.0


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

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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.
When the Actix Software installation has completed successfully, you may need to restart
your PC.

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 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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Actix Software Installation Guide May 2009 Installing Actix software 11

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 /V”l*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.

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.

1.9.5 Disabling the Desktop shortcut


The installation creates an optional desktop shortcut which can be disabled though the
install UI. Creation of the desktop shortcut can also be disabled by adding 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. This may be undesirable for organizations that require greater
control over the software installed on the user's machine.
In light of this, it is possible to instruct the setup not to 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:


setup /v”NOWEBUPDATE=1”

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Actix Software Installation Guide May 2009 Licensing your software 12

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 lservrc—if 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 19.

2.1 Standalone licenses


2.1.1 Licensing a single Actix Solution
You must also install Microsoft Excel™ 97 or later to be able to use your solution's
workbook/spreadsheet functionality.
You must also install Microsoft Internet Explorer 6 or later to be able to use your solution's
advanced map functionality. This can be installed during the Actix installation and may
require the computer to be restarted.
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 or Windows Vista.

Now you need to obtain the information from which Actix can program your license
key file, lservrc.
2 From the Start, Programs, Actix menu, select Management, then
AtxDiagnostics to open the Actix Diagnostics window.

The Actix Diagnostics window

3 Click Generate Report.

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Actix Software Installation Guide May 2009 Licensing your software 13

4 To send the information to Actix, click Copy to clipboard and paste it into an
email to Actix, along with any 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
extension (for example, 'lservrc.old'), which will deactivate
it.

5 When you receive the appropriate email from Actix, extract the lservrc file to the
following folder:
(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


1 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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Actix Software Installation Guide May 2009 Licensing your software 14

▫ If this is a standalone installation, ensure that the second option is selected


and click Next. The dialog below will be displayed.

Licensing instructions

2 Click Done.
3 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 Activated licenses


2.2.1 Activate an Actix Solution
You must also install Microsoft Excel™ 97 or later to be able to use your solution's
workbook/spreadsheet functionality.
You must also install Microsoft Internet Explorer 6 or later to be able to use your solution's
advanced map functionality. This can be installed during the Actix installation and may
require the computer to be restarted.
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 customer‘s organisation. Please contact your company‘s
representative to obtain a Product ID as Actix Support will
not give out Product IDs to end-users.

2 If you require a dongle, ensure it is plugged in.

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Actix Software Installation Guide May 2009 Licensing your software 15

3 From the Windows Start menu, select Programs, Actix, Analyzer (or the solution
name if different).

The Actix Licensing Wizard

4 Ensure the top option is selected and click Next.


5 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

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Actix Software Installation Guide May 2009 Licensing your software 16

default or change it to something memorable. It is highly recommended that the


default user reference is retained.
7 Once you have entered the Product ID, click Next.
8 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.
9 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 Obtain the Product ID from your administrator (which will have been emailed by
Actix).
2 If you require a dongle, ensure it is plugged in.
3 From the Windows Start menu, select Programs, Actix, Analyzer (or the solution
name if different).

Manual activation via the Actix Licensing Wizard

4 Ensure the top option is selected, and click Next.


5 Enter the Product ID supplied by your administrator.

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Actix Software Installation Guide May 2009 Licensing your software 17

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.
7 Once the Product ID has been entered, check the Manual activation box and click
Next to display the activation request dialog.
8 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.
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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Actix Software Installation Guide May 2009 Licensing your software 18

2.2.3 Re-activation
It is possible that your software will 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.

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Actix Software Installation Guide May 2009 Troubleshooting licensing issues 19

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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Actix Software Installation Guide May 2009 Troubleshooting licensing issues 20

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:

Adding and removing components of the installation

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

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Actix Software Installation Guide May 2009 Troubleshooting licensing issues 21

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"

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.

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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 startup 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).

SQL Native Client already installed message

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Actix Software Installation Guide May 2009 Troubleshooting licensing issues 23

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

The Actix Diagnostics window

3 Click Generate Report.


4 Contact Actix support and send the report to assist the support engineer in
diagnosing the problem.

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3.3.2 About Box


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

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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Actix Software Installation Guide May 2009 Troubleshooting licensing issues 25

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

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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.

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

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If the dongle is properly attached, the unexpired license is in the proper place and the
problem persists, contact Actix Support for assistance.
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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