Frequently Asked Questions (FAQ)
If you can't find the answer to your question here, please contact
us.
| General |
 |
| How
much does your help desk software cost? |
| Can I share
licences between the desktop and web helpdesk? |
| Can I convert
desktop help desk licences to web help desk licences and vice
versa? |
| Do
you accept checks, credit cards, purchase orders? |
| What
are your help desk software written in? |
| Are
updates free? |
| I'd
like to customize the help desk - can this be done? |
| What
support do you provide? |
| I
am an existing customer, but my PC has crashed and I don't have
a copy of the software. Can you send me some disks? |
| How can I implement
teams? |
|
Where can I find a "cracked" version
of your program?
|
| Database |
|
| Which database
is best? |
| What database does
your helpdesk software use? |
| Can the
web and desktop helpdesk share the same database? |
| What
is the limit on the size of the Access database? |
| I
want several users to have access to the helpdesk system across
a network - how should I install it? |
| My
database is corrupted - what can I do? |
| I
want to import my Customers from an existing database |
| Why
does my database keeps displaying a message that it needs to
be compacted? |
| What if I decide
to move up to Sql Server or Oracle later, can I transfer the
data from my Access database? |
| How can I use
the free Microsoft Sql Server Express database? |
| What limitations
are there in using Oracle? |
| LBE Web Helpdesk
Support |
|
| Login Errors: |
| Windows 2003 and
IIS6 - everytime I try to retrieve a .asp page (like the login
page) I get "HTTP Error 404 - File or directory not found" |
| I am installing
LBE Web Helpdesk and I get errors when I try to login. |
| When I try logging
in I get "Microsoft VBScript runtime error '800a01ad ActiveX
component can't create object /oplogin.asp, line 12" |
| Whenever I
try to open the oplogin.asp page to login, I am asked to open
or save this file to disk (standard web download file dialog).
|
"Data source
name not found and no default driver specified"
|
"-2147467259
Could not use ''; file already in use"
|
| "The request
cannot be processed while the Web site is restarting". |
| "Class
does not support Automation or does not support expected interface" |
| "Globals.RemoveOldLogins:
-2147467259 Could not delete from specified tables." |
| "3265 Item
cannot be found in the collection corresponding to the requested
name or ordinal." |
| "-2147467259
Operation must use an updateable query." |
| "-2147217908
Command text was not set for the command object" |
| "-2147467259
Login failed for user 'lbe_user'. Reason: Not associated with
a trusted SQL Server connection" |
| Regional Settings: |
| Regional settings
and Sql Server. |
| When I try
to run the reports in LBE Web Helpdesk I get 'Invalid date format'
errors. |
| I can't
get the reports to show the correct currency symbol. |
| Miscellaneous: |
| When updating some
of the items from the maintenance page I get "405 Method
Not Allowed" |
| When uploading
a linked file I get "Operation not Allowed" error |
| When uploading
a linked file I get "Error, linked file location does not
exist" |
| When trying to create
a new job the web browser seems to 'hang' |
| Sessions timeout
regardless of my settings in the configuration tool |
| LBE Desktop Helpdesk Support |
|
| Will
it run on a network? |
| I
have several PCs accessing the helpdesk successfully, but 1
or 2 machines get various errors. What's the problem? |
| I
am having problems with the e-mail functionality |
| I
am installing and keep getting the message: "System files
are out of date on your system. Click OK if you would like to
setup to update these files" |
| Outlook Express
- I get an error message: "Failed to send OLE mail. Error
no. 429: ActiveX component can't create object" |
| I
am installing and get the message "Invalid line in setup
information file" |
| I was logged
in as administrator to install it, but when a normal user tries
to use it, the "Your trial has expired" message is
shown even though we have a valid licence |
Q. Do
you accept checks, credit cards, purchase orders? Top
of page<
We accept:
Checks (preferably in UK£, but we also accept US$ checks (please
contact us for other currencies). Visa, Mastercard, Delta, Eurocard,
American Express and Official purchase orders. Click
here for more information.
Q. Can I share licences between
the desktop and web helpdesk? Top
of page
No. The web helpdesk and desktop helpdesk can be used alongside
each other but are licenced separately. In fact, many of our customers
use both. They have web helpdesk licences for their end-users and
field staff, and desktop helpdesk licences for their helpdesk operators.
The web helpdesk can be accessed from any internet connected machine,
whilst the desktop helpdesk has more user interface features to
simplify the operators' job.
Q. Can I convert desktop helpdesk
licences to web helpdesk licences and vice versa?
Top of page
No, you will have to purchase the licences for the additional product
you require.
Q. What
is your helpdesk software written in? Top
of page
LBE Desktop Helpdesk is written in Visual Basic 6
LBE Web Helpdesk is written in Active Server Pages and VB6.0
Q. What
database doe your helpdesk software use? Top
of page
MS Sql Server (v7 or later)
Sql Server Express
MS Access
Oracle 8
Q. What support do
you provide? Top of page
Please see here.
Q. How can I implement teams?
Top of page
Simply create operators called "Level 1" and "Level
2", each of which which has all the email addresses of the
appropriate team members. That way it is easy to assign a job to
a team and they will all be notified by email.
In the Web Helpdesk: When an end-user creates a new job, this is
automatically assigned to an operator called "Not Assigned"
and an email notification is sent to that operator. You can modify
this operator (but not change the name) like any other operator.
You can also specify multiple email addresses for that operator
(which could in this example be all your Level 1 email addresses).
Q. Which database is best?
Top of page
Access is cheap ( there is no licence fee payable by you). But
it is more prone to 'glitches' as the files are moved around the
network. Many of our customers have used an Access format database
for several years without problem. To minimize potential problems,
install the latest database
drivers and compact the database regularly.
You can also use acut down version of Sql Server, called MSDE,
this supports up to 5 concurrent users and may be sufficient for
your needs.
If you have them available to you, we recommend you use either
Sql Server or Oracle. They are much more robust and will provide
better performance.
Q. What if I decide to move up to Sql
Server or Oracle later, can I transfer the data from my Access database?
Top of page
We have a free data migration tool which will do this for you.
Download it from here.
Q. How can I use Microsoft Sql Server Express
database? Top of page
You can install a free cut-down version of Sql Server, called
Sql Server Express.
- Download SQL Server 2005 Express Edition with Advanced Services
SP1 from http://msdn.microsoft.com/vstudio/express/sql/download/
- On the machine that you intend to use as a database server,
run the downloaded exe to begin the installation process.
- When you get to the options to choose which components are installed,
make sure you select that all Client Components are installed.
- Authentication mode: Select "Mixed Mode" and specify
a password for the sa logon.
- Allow the installation to complete
- From the Windows Start menu,Microsoft Sql Server, Configuration
tools, Sql Server Configuration manager.
- Underneath Sql Server 2005 Network Configuration, Protocols
for SqlExpress, right click on TCP/IP, select Enable.
- From the Windows Start menu,Microsoft Sql Server, Sql Server
Management Studio Express, connect using Windows authentication
- File menu, Open, File, go to the folder you installed LBE, beneath
this is a folder called MSSQL. select the create.sql. Click the
Execute button on the toolbar
- Repeat for the data.sql script
- In the desktop helpdesk, File menu, Select Database. Enter the
following db connection string:
Provider=SQLOLEDB.1;Persist Security Info=True;User ID=lbe_user;Password=lbe;Initial
Catalog=lbehelpdesk;Data Source=YOURMACHINENAME\SQLEXPRESS If
you are using the web helpdesk, you should enter this information
using the configuration tool.
- If you need to move data from an existing Access database, use
our free data migration tool.
Q. What limitations are there in using
Oracle? Top of page
- The Job's Problem, Solution and To-do are restricted to a
maximum of 2000 char.
- The Job history is not searchable using the knowledge base.
(It is defined as a LONG datatype which allows very large amounts
of text to be stored, but does not support the LIKE query.)
Q. I
want several users to have access to the helpdesk system across
a network - how should I install it? Top
of page
LBE Desktop Helpdesk:
Run the installation on each work-station. When you first run
the helpdesk, it automatically open the helpdesk.mdb located on
the local machine. (If you wish to use an Access database, then
from the Tools menu, click Create New MS Access database. A dialog
will appear, select a drive and directory on the directory which
is available to all users.) On all work-stations run LBE
Desktop Helpdesk, from the File menu, click Select Database then
click the Build button to build your database connection to the
chosen database. On subsequent occasions, LBE Desktop Helpdesk
will remember the database you opened previously and connect to
it automatically.
LBE Web Helpdesk:
Install onto your web server, then all your users have
to do is point their web browser at the appropriate web.
Q. I
have several PCs accessing the helpdesk successfully, but 1 or
2 machines get various errors. What's the problem? Top
of page
This usually caused by a difference in some of the files installed
on each machine, usually these are the .OCX files. One way to
establish this is to compare the file size and dates for :
COMCTL32.OCX
COMDLG32.OCX
DBGRID32.OCX
CRYSTL32.OCX
DBLIST32.OCX
on both the problem machine and on one which works OK. The usual
culprit is COMCTL32.OCX. Once you establish which one is different,
make a backup of that OCX on the 'problem' machine then overwrite
the OCX with the 'good' copy.
Q. Can the web and desktop helpdesk
share the same database? Top of page
Yes.
Q. What
is the limit on the size of the Access database? Top
of page
Microsoft say that 1 Gigabyte is the maximum size of an Access
database. If you Compact the database regularly (from the File
menu) and delete old jobs then most people should not get anywhere
near this limit. Access was never meant to act as more than
a departmental database but it is the only database we can distribute
without having to pass on the high cost of it's 'big brothers'.
Q. Where can I find a "cracked"
version of your program? Top of page
We apologize for including this in the FAQ, but some people actually
do enter this sort of query into search engines. We believe we
should warn them about the dangers they face.
Is it really worth the risk? Downloading from "cracks"
and "warez" sites is not "safe computing".
Some crack sites offer a "registered" version of the
software that is actually a "trojan horse" (definition).
Such programs are not always detected by anti-virus programs since,
after all, they are not viruses. Yet they can let somebody else
take over your computer, transmit or corrupt your files, or even
erase your entire hard disk.
Think about it: if the crackers have already been tinkering with
the program, or generating an illegal registration code, how likely
is it that they have your best interests at heart?
Q. I
am an existing customer, but my PC has crashed and I don't have
a copy of the software. Can you send me some disks?
Top of page
We can send out disks with the latest version but will have to
make a small charge. Our normal distribution channel is
via the Internet. That way we can keep down costs without
having to carry a stock of CDs (which usually become out of date
very quickly). We don't keep archives of all releases,
so if you are running an old version - make a backup of the installation
set!
Q. I
am having problems with the e-mail functionality
Top of page
LBE Desktop Helpdesk:
Various mail systems claim to be MAPI compliant, but aren't.
However you should have no problem with Microsoft Exchange, Outlook,
Lotus Notes and Groupwise. Often the best choice is to use SMTP
directly. If you have problems with the email functionality in
LBE Desktop Helpdesk, try changing your selected Mail client (Tools,
Personal Preferences).
If you are using Outlook, and are specifying usernames and not
internet email addresses, then you must ensure that the names
match an entry in your address book
LBE Web Helpdesk:
Several mail servers are supported, please see the configuration
utility which can be found on your Windows Start menu after installation.
Q. I
am installing and keep getting the message: "System files
are out of date on your system. Click OK if you would like to
setup to update these files" Top
of page
Here is an extract from the Microsoft knowledge base:
The error message appears when the version of Oleaut32.dll
on the client machine is older than version 2.20.0000. Certain
files critical to the installation process of Visual Basic 5.0
applications require Oleaut32.dll version 2.20.0000 or later.
When you get this error message, click OK to install a newer
version of Oleaut32.dll that is compatible with the installation
program. The system must be restarted when the file is updated.
The application setup process cannot continue until the machine
is restarted. After the machine is rebooted, re-run the application
Setup.exe program.
If you choose Cancel, the Setup.exe program will terminate.
The application setup will not complete until version 2.20.0000
or later of Oleaut32.dll is installed on the system. For more
information regarding system files, see the following article
in the Microsoft Knowledge Base - Setup Cannot Continue...System
Files are Out of Date
If you are the message recurs, even though you re-boot, you should
copy the Oleaut32.dll file from a machine that doesn't give the
problem.
Q. Are updates free?
Top of page
Yes, to customers with a support contract (free in the first
year). Please see here.
Q. Will
LBE Desktop Helpdesk run on a network? Top
of page
Yes. Install the system on each PC that will be used to
run the helpdesk system. Put the database on a network
drive.
Q.I'd
like to customize the helpdesk - can this be done?
Top of page
Most of the interface in the web helpdesk is defined by the .asp
pages which are plain text. See the readme.htm supplied with the
web helpdesk for more information on how you can customize it.
The desktop helpdesk cannot be customized by you, but we
can provide custom versions, please contact
us.
Q.
I want to import my Customers from an existing database Top
of page
The possible Customer record layouts are too varied to have a
generic solution built into LBE Helpdesk. However it is
straightforward import operation if you have Microsoft Access.
Please see the topic "Database structure" in the help.
Either do it yourself or we will do it at no charge when you purchase
a helpdesk licence.
Q. Why
does my database keeps displaying a message that it needs to be
compacted? Top of page
You will see this message occasionally when using LBE Desktop
Helpdesk with Access, and in fact it is a good idea to compact
your database, however there may be a problem if this message
appears frequently. This problem is usually caused by out-of-date
Data Access components on your machines. The simplest solution
is to download and install Microsoft's
Universal Data Access components.
Another cause of this problem is having the database set up on
a workstation. Moving it to a separate server will reduce
the occurrence of this problem dramatically.
Q. My
database is corrupted - what can I do? Top
of page
This usually only occurs if you are using the Access database.
The usual cause of this is a hardware crash in the middle of a
write operation. However it can also be caused by out-of-date
data access components (update them by downloading and installing
Microsoft's
Universal Data Access components).
The first thing to try is to open the database in Microsoft Access,
click Tools menu, Database Utilities, Compact and Repair database.
Of course, the best safeguard is a comprehensive backup policy.
Q.
I am installing and get the message "Invalid line in setup
information file" Top of
page
The "Invalid line in setup information file!" error
is because the DAO shared files it refers to are registered as
installed to a network server with a UNC path (see the MS knowledgebase
article Q159411 for more info). You need to edit the registry
key (take a backup first):
HKEY_LOCAL_MACHINE\Software\Microsoft\Shared Tools\DAO
There will be a value named "Path" in the following
form:
"\\MyServer\DAO\DAO3032.DLL"
Rename "Path" to "OldPath," and re-run the
application setup.
Q. Outlook Express - I get an error
message: "Failed to send OLE mail. Error no. 429: ActiveX
component can't create object" Top
of page
In Outlook Express, check Tools, Options, General and check the
box to make it the default mail program. In Internet Explorer,
check View, Options, Programs, and check that Outlook Express
is selected.
If you have installed or uninstalled Outlook97/98/2000 since
you last installed Outlook
Express, they tend to break the Outlook Express registry settings.
This can prevent you from selecting Outlook Express as the default
mail program, or prevent the selection from sticking.
First try: Start, Run and enter the following (with the quotation
marks):
"C:\Program Files\Outlook Express\msimn.exe" /reg, assuming
that is the path to msimn.exe on your PC.
If that doesn't work, see the following extract from MSDN:
Description of the Fixmapi.exe Tool Included with Internet
Explorer 5
SUMMARY
The Fixmapi.exe tool is included with Internet Explorer 5 to detect
and aid in resolving conflicts with Messaging Application Programming
Interface (MAPI) files that may affect your ability to send and
receive mail and faxes from other programs.
MORE INFORMATION
During the installation of Internet Explorer 5, the Fixmapi.exe
file is copied to the Windows\System folder. Fixmapi.exe checks
the version of a library file named Mapi32.dll and automatically
restores a more recent version of Mapi32.dll if necessary.
The version of Fixmapi.exe included with Internet Explorer
5 does not display any status information while the tool is being
run. The current version of the Mapi32.dll file is replaced if
the current file is older than the updated version included with
Internet Explorer 5.
Fixmapi.exe does not replace the current Mapi32.dll file if
the file is marked as read-only. To check the Mapi32.dll file,
click Start, point to Find, click Files or Folders type mapi32.dll
in the Named box, and then click Find Now. When the Mapi32.dll
file is located, right-click the file and then click Properties.
Check to see if the Read-Only check box is selected. If it is,
you may want to clear the check box and then click OK so that
Fixmapi.exe can replace the Mapi32.dll file if necessary.
CAUTION: If you are running Microsoft Outlook 97 or Microsoft
Outlook 98, running Fixmapi.exe replaces the Mapi32.dll file with
a version that renders Outlook 97 or Outlook 98 unable to start.
When you try to start Outlook, you receive the following error
message:
Cannot start Microsoft Outlook. Mapi32.dll is corrupt or the
wrong version. This could have been caused by installing other
messaging software. Please reinstall Outlook.
If this error message appears, please see the following article
in the Microsoft Knowledge Base:
Q193681 OL98: (CW) ErrMsg: Cannot Start Microsoft Outlook
Q. Windows 2003 and IIS6 - everytime
I try to retrieve a .asp page (like the login page) I get "HTTP
Error 404 - File or directory not found" Top
of page
By default, IIS 6 will only serve html (static pages) pages.
If you want to run ASP apps, 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.
Q. I am installing LBE Web Helpdesk
and I get errors when I try to login. Top
of page
You are most likely to run into problems when first installing
LBE Web Helpdesk on your web server. This is because
there are a number of Microsoft technologies which need to
be working together correctly for our application to run.
The kind of errors you might see are:
- -2147467259 [Microsoft][ODBC Driver Manager]
Data source name not found and no default driver specified
- -2147217900 Syntax error in field definition.
- 3706 ADO could not find the specified provider.
We provide a test program which will analyze your
web site called testfile.asp. Open testfile.asp in your browser
(e.g. www.yoursite.com/testfile.asp). It will run a number of
tests and tell you what the problem is. If you are in any doubt,
please send the results to us.
Practically all problems can be fixed by the following:
- Install MDAC
and the Jet Service Pack on your web server - this
installs the necessary database dlls the system needs.
- Install IE5.5+ on the web server - this provides VBScript
support that the helpdesk needs.
- Use the same format DBconnection string in global.asa that
we provide, which uses the appropriate OLE DB Provider - do
not use an ODBC DSN.
- Check permissions for the Anonymous User (IUSR_machinename).
As a quick check to see if permissions are the issue, temporarily
make the the Anonymous User a member of the administrator's
group. More details on permissions:
-
In either PWS or IIS, set Read and Script
permissions on the virtual directory for the Web Helpdesk.
If you are using the the MS Access database
on NT, make sure the IUSR_computer account has create
rights in the directory the database is located in.
-
If your web server is running on NT, the
IUSR_computer and IWAM_computer account must be granted
read permissions to the :\Program Files\Common Files\System\ADO
directory and to the directory you installed the Web Helpdesk
into.
Some other (less likely causes):
- Your web site is not configured correctly - please see here
for a detailed explanation.
- The web server provided by default with Frontpage will not
support the Active Server Pages that the helpdesk uses. Use
either IIS4 or PWS4 as your web server.
- Ensure the name of the virtual directory that points to the
Web Helpdesk files does not contain any spaces.
- Web Servers with a Turkish regional setting can have problems
due to a bug in MDAC, please see here.
When I try logging in I get "Microsoft
VBScript runtime error '800a01ad ActiveX component can't create
object /oplogin.asp, line 12" Top
of page
Some possibilities:
- From a command prompt, type:
c:\winnt\system32\regsvr32 "c:\program files\lbe web
helpdesk\lbeweb40.dll"
(change the paths appropriately). You may have to stop/restart
IIS and/or the server before you are allowed to do this
- Make sure the anonymous user (IUSR_machinename) has execute
privileges on lbeweb40.dll (in the installation folder)
- Check the following Technet article Q296114
- in particular the information regarding permissions on the
HKEY_LOCAL_MACHINE\Software\Classes\TypeLib key.
-2147467259 Login failed for user 'lbe_user'.
Reason: Not associated with a trusted SQL Server connection
Top of page
Open SQL Server Enterprise Manager, expand the "Microsoft
Sql Servers" and any Group beneath it until you can see the
SQL Server you are using, right click on it, select Properties,
Security. Under the Authentication, make sure that "Sql Server
and Windows NT" is selected.
- Q. When I try to login, I get the
error "...Data source name not found and no default driver
specified" Top of page
- Either you have not installed the necessary database drivers
or you have entered the wrong values in global.asa. Please see
here.
- Q. When I try to login, I get the error
"...-2147467259 Could not use ''; file already in use."
Top of page
- The
Anonymous user (IUSR_machinename) needs Full Control permissions
in the folder containing the helpdesk.mdb file.
Q. When
I try to run the reports in LBE Web Helpdesk I get 'Invalid date
format' errors. Top of page
You need to change the long date format on your web server. Click
Start Menu, Control Panel, Regional Settings, then select the
Date tab. Enter a long date format of dd MMMM yyyy.
Q. I can't get the reports to
show the correct currency symbol. Top
of page
The date format shown by the reports is controlled by the web
server's regional settings (locale). The locale is determined
by the user logged into the server locally. If no-one is logged
in then it uses the default locale. In Win2k you can change the
default locale by doing Settings, Regional Options,General tab,
then click the Set Default button, select the correct setting,
then click the OK, and the Ok again. You will probably have to
reboot the server.
We haven't checked this on NT (we are pure Win2k here), but we
believe that to change default locale without reinstalling you
have to edit the HKEY_USERS\.DEFAULT\Control Panel\International
key in regedit (backup your registry first!)
Q.I get the error "The request
cannot be processed while the Web site is restarting"
Top of page
Your anti-virus software is scanning global.asa. You should be
able to exclude it from the list of files to be scanned.
Q. Whenever I try to open the oplogin.asp
page to login, I am asked to open or save this file to disk (standard
web download file dialog). Top
of page
Your are probably
running Frontpage Web Server, which is installed by default with
MS Frontpage. This web server will not support the Active
Server Pages that the helpdesk uses. if you look on the
Frontpage CD there should be a sub-directory called PWS, which
is the one you need.
Q.
When logging in I get the error "Globals.RemoveOldLogins:
-2147467259 Could not delete from specified tables."
Top of page
To fix this you will need to do
one or both of the following:
- Download and install onto your
web server the Jet Service Pack 3 from http://www.microsoft.com/data/download.htm
- The
Anonymous user (IUSR_machinename) needs Full Control permissions
in the folder containing the helpdesk.mdb file.
Q.
When logging in I get the error "Class does not support Automation
or does not support expected interface" Top
of page
Install IE5.5+ on the web server.
Q. Regional Settings and Sql Server
Top of page
The regional settings of the user login for Sql Server must match
the regional setting of the web server. The web server's regional
settings is determined by the user logged into the server locally.
If no-one is logged in then it uses the default locale. In Win2k
you can change the default locale by doing Settings, Regional
Options,General tab, then click the Set Default button, select
the correct setting, then click the OK, and the Ok again. You
will probably have to reboot the server.
We haven't checked this on NT (we are pure Win2k here), but we
believe that to change default locale without reinstalling you
have to edit the HKEY_USERS\.DEFAULT\Control Panel\International
key in regedit (backup your registry first!)
Q. When
logging in I get the error "3265 Item cannot be found in
the collection corresponding to the requested name or ordinal."
Top of page
This is caused by a bug
in the Microsoft database drivers
(MDAC) and occurs if your server uses Turkish regional settings.
The only practical solution is to change the default regional
settings of your web server. If you are running the web helpdesk
against Sql Server please see the question above on Regional Settings
and Sql Server.
Q. When
logging in I get the error "-2147467259 Operation must use
an updateable query." Top of page
This occurs if you are using the
supplied Access database. When the database engine opens the Access
database, it must create a locks file (.ldb). To do this, the
Anonymous user (IUSR_machinename) needs Full Control permissions
in the folder containing the helpdesk.mdb file.
Q. When logging
in I get the error " -2147217908 Command text was not set
for the command object".
Top of page
This happens if you use an ODBC
DSN for the database connection string (see global.asa). Please
use the same format as we provide - i.e. directly referencing
the OLE DB provider.
Q. When updating some of the items from
the maintenance page I get "405 Method Not Allowed"
Top of page
This happens if the web site name contains a space e.g. "http://www.yoursite.com/help
desk". Rename the web site to remove the space from its name.
Q. When uploading a linked file I get
"Operation not Allowed" Top
of page
Please see this
MS Kb article
Q. When uploading a linked file I get
"Error, linked file location does not exist" Top
of page
1. Remember, the linked file location must be accessible via
the specified path from the client. E.g. it is no use specifying
c:\upload, because when you try to upload that will refer to your
local drive. You must use something like \\machine_name\c\upload\
2. Everything done via your web browser is done as the Anonymous
User (IUSR_machinename) on the web server. When the system checks
to see if the linked files exist, it executes this check on the
web server under the anonymous user's (IUSR_machinename) authentication,
just as if you were to physically logon to the web server as the
anonymous user, then try to use windows explorer to get to the
same file.
3. If the machine containing the linked files is NOT the same
machine as the web server, then the anonymous user on the web
server would not be authenticated on the target machine. You may
need to make this user a domain user.
4. You will find further useful information here
. In particular, make sure that Auto Password Synchronization
is OFF.
Q. When trying to create a new job the
web browser seems to 'hang' Top
of page
Norton AV 2k1 has a feature called Script Block. It has two possible
settings, on or off. If on, it is suppose to warn you when a "suspicious"
script is run, then block it. It seems to (erroneously) interpret
some of our .asp pages as a suspicious script, and it will not
allow it to continue. This may also apply to other anti-virus
software.
Q.I
was logged in as administrator to install it, but when a normal
user tries to use it, the "Your trial has expired" message
is shown even though we have a valid licence Top
of page
The installation requires you to be logged in as an Administrator.
However, if your operators log into the same machine without administrator
privileges they will be shown an error "Your trial period
has expired" when they try to run the helpdesk. In this case
you will need to :
- Log in as an administrator
- Run regedit and export the HKEY_CURRENT_USER\Software\Leigh
Business Enterprises registry key to e.g. c:\temp\temp.key.
- Log in as the user.
- Double click the c:\temp\temp.key from above.
Alternatively:
Make the user an administrator,
let them log in and install the application, then remove their
administrator privileges.
Q. Sessions timeout regardless of my
settings in the configuration tool
If this is a Windows 2003 IIS 6.0 server, please check the site's
application pool property. Verify the setting 'Shutdown worker
processes after being idle for(time in minutes)'.
The default setting of IIS6 is to shut down worker processes(web
site/app pool instances) if there is no new requests come in for
20 mins. In this case, all the in-process sessions will be lost.
Help Desk Software - Frequently asked questions.
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