Installing LBE Web Helpdesk

Windows XP   Windows Vista   Windows Server 2003   Windows Server 2008   Windows 7

Windows XP

Disable simple file sharing;

1. Click Start | My Computer | Tools | Folder Options | View.
2. Scroll to the bottom of the list of advanced settings and un-check Use Simple File Sharing (Recommended).
3. Click OK.

Ensure you have Internet services Manager installed:

1. Click Start | Settings | Control Panel| Add/Remove Programs
2. Click Add/Remove Windows Components
3. Make sure the box next to "Internet Information Services (IIS)" is checked
4. Click Next, then Finish

Please note, IIS is not available in Win XP Home.

Make sure the Internet Guest Account is enabled

1. Click Start | Control Panel | User Accounts
2. Click Change An Account
3. Click Guest
4. Click Turn on the Guest Account
5. Close the User Accounts window

Create a new website on your webserver:

1. Click Start | Settings | Control Panel| Administrative Tools | Internet Information Services
2. Click on the + symbol to the left of the computer name , this will expand to show another entry called "Web sites"
3. Click the + symbol next to "Web Sites". This will expand below to show "Default Web site"
4. Click the + symbol next to "Default Web site". This will expand below to show several items.
5. Right click on "Default Web site", select New | Virtual Directory
6. Virtual Directory Alias. This is the name that you will use to access the website, enter something easy e.g. helpdesk. Click Next.
7. Web Site Content Directory: Click the browse button. Select the directory you installed the web helpdesk into, Click OK, click Next.
8. Access permissions: accept the defaults of Read and Run scripts. Click Next. Click Finish
9. The new virtual directory will show in the list below "Default web site"
10. Right click on the new virtual directory, select Properties
11. The first tab is called "Virtual Directory"
12. The bottom part of this tab is labelled "Application settings"
13. Make sure that there is a name in "Application Name", if not, click the Create button
14. Click the Directory Security Tab.
15. In the Anonymous Access and Authentication Control section, click the Edit button
16. Make sure Anonymous Access is checked. Note the user name and confirm it is the same as the one you will use when setting folder permissons (below)
17. Click OK. You are back at the Properties window. Click OK to close it.

1. Open Windows Explorer, navigate to the folder you installed LBE Web Helpdesk into.
2. Right click on the folder, select Properties.
3. Click the tab labelled Security.
4. Click the Add button.
5. Type the name IUSR_machinename (replace machinename with the actual name of the web server). Click OK.
6. It will be listed in the list of user names as "Internet Guest account ( Machinename\IUSR_machinename).
7. In the box below showing "Permissions for Internet Guest", make sure the "Full control" box is ticked.
8. Click the advanced button
9. Tick the box "replace permissions entries on all child objects..."
10. Click Ok.
11. Click Yes to the "Do you wish to continue..." prompt
12. Click OK

Finished

You should now be able to open the helpdesk at http://your_machinename/your_alias

64 Bit Web Servers further instructions

Windows Vista

Installation:

1. Right click the setup.exe and select "Run as administrator"
2. When installing LBE Help Desk you should accept the default installation folder of c:\inetpub\wwwroot\LBE Help Desk. If you installed it outside c:\inetpub\wwwroot it will not work.

Ensure you have Internet services Manager installed:

1. Click Start | Control Panel| Programs | Programs & Features | Turn Windows features on or off
2. Click the box to select Internet Information Services,
3. Click the > next to Internet Information Services to expand the list. Click the > next to World Wide Web Services to expand that item as well
4. Click the > next to Application Development Features to expand that item. Check the box next to ASP
5. Click the > next to Security to expand that item. Check the box next to Windows Authentication
6. Click Ok, you will need to reboot

Create a new website on your webserver:

1. Start Menu | All Programs | Administrative Tools | Internet Information Services (IIS) Manager or just type IIS in the seach box and press return
2. Click on the > symbol to the left of the computer name , this will expand to show another entry called "Web sites"
3. Click the > symbol next to "Web Sites". This will expand below to show "Default Web site"
4. Click the > symbol next to "Default Web site". This will expand below to show several items.
5. Right click on "Default Web site", select Add Application
6. Alias. This is the name that you will use to access the website, enter something easy e.g. helpdesk. Click Next.
7. Physical Path: Click the browse button. Select the directory you installed the web helpdesk into (by default this is c:\inetpub\wwwroot\lbe web helpdesk), Click OK.
8. The new application will show in the list below "Default web site"
9. Click on the new application
10. In the right hand area, double-click Authentication, make sure Anonymous Authentication is enabled
11. Click on the new application in the left hand area
12. In the right hand area, double-click ASP, click the + next to Debugging Properties to expand it. Scroll down and double-click "send errors to browser" to change its value to True. Click Apply in the top right.

Assign the correct permissions:

1. Open Windows Explorer, navigate to c:\inetpub\wwwroot\LBE Web Helpdesk
2. Right click on the folder, select Properties.
3. Click the tab labelled Security.
4. Click the Edit button, click the Add button.
5. Type the name IUSR . Click OK.
6. It will be listed in the list of user names - select it
7. In the box below showing "Permissions for IUSR", make sure the "Full control" box is ticked.
8. Click OK. Click OK.
9. navigate to c:\windows\serviceprofiles\networkservice\appdata\local\temp
10. Right click on the folder, select Properties.
11. Click the tab labelled Security.
12. Click the Edit button then the Add button.
13. Type the name IUSR. Click OK.
14. It will be listed in the list of user names - select it
15. In the box below showing "Permissions for IUSR", make sure the "Full control" box is ticked.
16. Click OK. Click Ok

Finished

You should now be able to open the helpdesk at http://your_machinename/your_alias

64 Bit Web Servers further instructions

Windows Server 2003

Ensure you have Internet services Manager installed:

1. Click Start | All programs | Administrative Tools | Configure your server Wizard
2. Click Next | Next
3. Select Application Server (IIS, ASP.NET)
4. Click Next
5. Application Server Options: The web helpdesk does not need Frontpage server extensions or ASP.NET, you can leave both of these unchecked unless other websites on this server need them. Click Next.
6. Click Next, "Installing and Configuring IIS" will show.
7. Click Finish
8. By default, IIS 6 will only serve html (static pages) pages. To run our program, you need to enable the ASP web service extension. In Internet Services Manager, click Web Services Extensions, select "Active Server Pages" and click the Allow button

Create a new website on your webserver:

1. Click Start | Settings | Control Panel| Administrative Tools | Internet Information Services
2. Click on the + symbol to the left of the computer name , this will expand to show another entry called "Web sites"
3. Click the + symbol next to "Web Sites". This will expand below to show "Default Web site"
4. Click the + symbol next to "Default Web site". This will expand below to show several items.
5. Right click on "Default Web site", select New | Virtual Directory
6. Virtual Directory Alias. This is the name that you will use to access the website, enter something easy e.g. helpdesk. Click Next.
7. Web Site Content Directory: Click the browse button. Select the directory you installed the web helpdesk into, Click OK, click Next.
8. Access permissions: accept the defaults of Read and Run scripts. Click Next. Click Finish
9. The new virtual directory will show in the list below "Default web site"
10. Right click on the new virtual directory, select Properties
11. The first tab is called "Virtual Directory"
12. The bottom part of this tab is labelled "Application settings"
13. Make sure that there is a name in "Application Name", if not, click the Create button
14. Click the Directory Security Tab.
15. In the Anonymous Access and Authentication Control section, click the Edit button
16. Make sure Anonymous Access is checked. Note the user name and confirm it is the same as the one you will use when setting folder permissions (below)
17. Click OK. You are back at the Properties window. Click OK to close it.

Assign the correct permissions:

1. Open Windows Explorer, navigate to the folder you installed LBE Web Helpdesk into.
2. Right click on the folder, select Properties.
3. Click the tab labelled Security.
4. Click the Add button.
5. Type the name IUSR_machinename (replace machinename with the actual name of the web server). Click OK.
6. It will be listed in the list of user names as "Internet Guest account ( Machinename\IUSR_machinename).
7. In the box below showing "Permissions for Internet Guest", make sure the "Full control" box is ticked.
8. Click the advanced button
9. Tick the box "replace permissions entries on all child objects..."
10. Click Ok.
11. Click Yes to the "Do you wish to continue..." prompt
12. Click OK

Finished

You should now be able to open the helpdesk at http://your_machinename/your_alias

64 Bit Web Servers further instructions

Window Server 2008

Installation:

1. Right click the setup.exe and select "Run as administrator"
2. When installing LBE Help Desk you should accept the default installation folder of c:\inetpub\wwwroot\LBE Help Desk. If you installed it outside c:\inetpub\wwwroot it will not work.

Ensure you have Internet services Manager installed:

1. Click Start | Administrative Tools | Server Manager
2. Scroll down to the Roles section
3. Click Add Roles
4. Tick Web Server (IIS)
5. Click Add Required Features button on the popup window
6. Click Next
7. Application Server Options: The web helpdesk does not need Frontpage server extensions or ASP.NET, you can leave both of these unchecked unless other websites on this server need them. Click Next.
8. Click Next, "Installing and Configuring IIS" will show.
9. Click Next again
10. On the "Select the role services for Web server..." window, tick ASP
11. Click Add Required Services for ASP
12. Click Next
13. Click Install
14. Click Close
15. Close Server Manager

Create a new website on your webserver:

1. Click Start | Administrative Tools | Internet Information Services
2. Click on the + symbol to the left of the computer name , this will expand to show another entry called "Sites"
3. Click the + symbol next to "Sites". This will expand below to show "Default Web site"
4. Click the + symbol next to "Default Web site". This will expand below to show several items.
5. There should be a folder called "LBE Web Helpdesk", right click on it, select "Covert to application".
6. Click OK
7. Right click on the "Lbe Web Helpdesk" item, select Edit Permissions
8. Click on the Security tab on the popup window
9. Click the Edit button
10. Click the Add button
11. type the username "IIS_IUSRS"
12. Click Add
13. Tick the Full Control box in the list of permissions below the list of users
14. Click OK
15. Click OK again to close the popup window

Finished

You should now be able to open the helpdesk at http://your_machinename/your_alias

64 Bit Web Servers further instructions

Windows 7

Installation:

1. Right click the setup.exe and select "Run as administrator"
2. When installing LBE Help Desk you should accept the default installation folder of c:\inetpub\wwwroot\LBE Help Desk. If you installed it outside c:\inetpub\wwwroot it will not work.

Ensure you have Internet services Manager installed:

1. Click Start
2. Type IIS in the search box, you should see Internet Information Services (IIS) Manager. If not, Start | Control Panel | Programs | Turn Windows Features on or off | Tick Internet Information Services, click OK to close all windows.

Install support for .ASP pages

1. Click Start, and then click Control Panel.
2. In Control Panel, click Programs and Features, and then click Turn Windows Features on or off.
3. Expand Internet Information Services, then World Wide Web Services, then Application Development Features.
4. Select ASP, and then click OK.

Create a new website on your webserver:

1. Click Start. Type IIS in the search box, you should see Internet Information Services (IIS) Manager. Run it
2. Click on the + symbol to the left of the computer name , this will expand to show another entry called "Sites"
3. Click the + symbol next to "Sites". This will expand below to show "Default Web site"
4. Click the + symbol next to "Default Web site". This will expand below to show several items.
5. There should be a folder called "LBE Web Helpdesk", right click on it, select "Covert to application".
6. Click OK
7. Right click on the "Lbe Web Helpdesk" item, select Edit Permissions
8. Click on the Security tab on the popup window
9. Click the Edit button
10. Click the Add button
11. type the username "IIS_IUSRS"
12. Click Add
13. Tick the Full Control box in the list of permissions below the list of users
14. Click OK
15. Click OK again to close the popup window

You should now be able to open the helpdesk at http://your_machinename/your_alias

Errors and fixes:

"HTTP Error 500.19 - Internal Server Error The requested page cannot be accessed because the related configuration data for the page is invalid."

Look at the top of your browser, you probably can see "Intranet settings are now turned off by default. Intranet settings are less secure than Internet settings, Click for options..." Click the yellow bar and enable Intranet settings.

"An error occurred on the server when processing the URL. Please contact the system administrator. If you are the system administrator please click here to find out more about this error."

This is a generic error. you will need to configure IIS so that it shows the real error on your script.

1. Click Start. Type IIS in the search box, you should see Internet Information Services (IIS) Manager. Run it.
2. In Internet Information Services manager > Default Web Site > double-click ASP in the right hand pane
3. Under Debugging Properties look for Send Errors to Browser and select True
4. Click Apply under Actions [Actions is the menu on the right]

now refresh your browser and you should see the real error.

"ActiveX component can't create object "

You are running a 64 bit server, please see below:

64 Bit Web Servers further instructions

64 Bit Web Servers
If your server is running a 64 bit operating system, Microsoft have not released 64 bit support for Access databases (which is the type we supply by default. Either use Sql Server (or the Express version) for your database or you can run the applications in 32-bit mode. The following instructions are based on Windows 7 but are similar in other operating systems:

1. Run Internet Information Services (IIS) Manager.
2. In the Connections pane, click Application Pools.
3. Highlight the application pool for your application, then click Advanced Settings... in the Actions pane.
4. In the Advanced Settings dialog, specify True for Enable 32-Bit Applications.
5. Click OK to close the Advanced Settings dialog.