CCIS 2.7 Troubleshooting

Transcription

1 CCIS 2.7 Troubleshooting TSS AB Sweden Phone +46 (0) web IMPORTANT To install the CCIS software, CCIS Assistant and TempTracer drivers, full administrator rights are needed for the user performing the installation. Please note any error messages displayed during the installation steps. Customer Proxy settings have been known to interfere with CCIS functionality, please see to that Your organization has enabled a proxy exception for URL: local.ccis.se For troubleshooting, please always start with: - Controlling what operating system is being used - Controlling what browser is being used - Which CCIS site is being used (e.g. novartis.ccis.se) If possible, always provide screenshots of entire desktop or browser window when contacting TSS Customer Service on an issue. Issues encountered when installing CCIS 2.7.x are listed below 1. The system warns that no CCIS Assistant is installed/the Assistant is not running - Control that the CCIS Assistant has been installed on the system. Press the windows search icon and search for CCIS-Assistant: 1

2 - Click the CCIS-Assistant app and ensure that it starts up correctly by reviewing the system tray: You can get additional information regarding the CCIS Assistant by right clicking the icon in the system tray: From here, the Assistant version can be viewed and the user can choose to show the Assistant log, that can be reviewed to see possible errors in the Assistant running. 2. The assistant is installed and running, but the system still does not work and gives a warning that wrong version is used/the assistant is not installed This error occurs when something is blocking the communication between e.g. the Internet Browser and the Assistant software. This can be caused if a proxy is in place or if Your organization has specific DNS Settings in place. It is likely that this error needs administrator rights to be fixed. 2

3 - Correcting errors with proxy * Go to Internet Options in Internet explorer *From the following view, there are two options. If the field highlighted in Yellow is populated, it is likely that a proxy on company level is in place. In this case, request Your organization s IT to add an exception for local.ccis.se in the company proxy settings. If the Advanced key, marked in red, is available please click it and in the following view, 3

4 add local.ccis.se as a proxy exception: Try to enter TTC Web to confirm the error has been resolved. 3. A Proxy exception has been added but the issue with CCIS Assistant persists. In rare cases, the DNS settings used has been known to interfere with the communication between browser and Assistant. To identify this error, open a command prompt window and run the following commands: Without the Assistant running, run command: netstat -ano findstr 8657 The result shall be nothing, similar to this screenshot: Open the Assistant from the start menu and run the same command: netstat -ano findstr 8657 The result should state LISTENING, similar to this screenshot: Run the command: tracert local.ccis.se 4

5 In cases where correct DNS settings are in place, the output is as in screenshot below: If the commands returns output Unable to resolve target system name local.ccis.se, the DNS settings needs to be changed. To change the DNS settings, open File explorer and go to: C:\Windows\System32\drivers\etc In this folder, open the hosts-file in a text editor, e.g. notepad. Add the following to the file: Save the file, it might ask for administrator credentials. Go to TTC Web to confirm that the issue has been resolved. 5

6 Miscellaneous errors: Error 1 - CCIS Assistant is not starting automatically when entering TTC Web/not starting at all Try starting the Assistant manually from the start menu. Try reinstalling the assistant, ensure that the user has full Administrator rights during installation. Send log files to TSS for analysis by zipping and ing folder localdata from Assistant installation folder, C:\Program Files (x86)\ccis-assistant103 Send log files to TSS for analysis by sending the text file located in C:\Program Files (x86)\ccis-assistant103\installerlogs to a TSS Contact. Error 2 The Unicode Error Some printer names with several backslashes (\), which is common for some network printers, can cause an error in CCIS since it is interpreted as a Unicode character or sign. If you think that you have encountered this error, please contact TSS Customer Services. Error 3 Multiple Windows users on same machine When having several Windows users logged in at the same machine, only one of them can run the Assistant at the same time. If more than one instance is trying to start, this appears as the Assistant being opened and then immediately closed again. When reviewing the Assistant log file, the following entries can be found: To resolve this, ensure that there are no other instances of the CCIS Assistant running on the computer. This can be achieved by manually signing out other users from the Task/User Manager or in some cases by rebooting the computer. 6