Difference between revisions of "Troubleshooting NEOSYS Generally"

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The PDF converted files should now be created without headers or footers.
 
The PDF converted files should now be created without headers or footers.
 
== NO LOCK RECORD error when working on NEOSYS ==
 
 
=== Error Message ===
 
 
The following error message appears:
 
 
Cannot save "DOCUMENT NAME" because:
 
Somebody has updated this record.
 
Your update cannot be applied.
 
This session id does not agree "NO LOCK PERIOD"
 
 
=== Possible Causes ===
 
 
Loss of connection could be for a huge variety of reasons including server, network, and workstation failures. Some reasons are explained below:
 
 
#There has been a temporary loss of connection to the server for some period of time: The NEOSYS web page needs to periodically "refresh" the exclusive lock on the document being edited. If NEOSYS cannot perform the refresh it may lose the rights to save the document.
 
#There is some other error in NEOSYS software while saving the record: Probably another error message would come before this one and that message should be sent to NEOSYS in order to solve the actual problem.
 
#Bad Internet Explorer Configuration: Loss of cookies etc due to third party software (internet toolbars/spyware etc)
 
 
=== Solution ===
 
 
Mostly the problem is due to a temporary loss of connection to the server and there is no alternative but to abandon the data you are entering, logout from NEOSYS and try again.
 
 
Look out for the note on the internet explorer page saying "Internet Explorer - Working Offline" which clearly indicates a problem with the network connection.
 
 
In some cases you might need to reset your Internet Explorer to factory default.  However it is best you contact NEOSYS support staff if the problem is recurring and only do a factory reset if advised to do so.
 

Revision as of 10:18, 19 February 2012

1 Resolving the "Internet Explorer cannot display the webpage" error message when accessing NEOSYS

1.1 Within a local area network (LAN)

Users may get the "cannot display the webpage" error message when they try to access the NEOSYS login page when they are in the office and are using a local IP address (eg. http://192.168.1.100/neosys). In this case, check the following:

  1. Are other users able to access NEOSYS within the same office? If all users get the same error message, then it is likely that the NEOSYS server is off or has stuck at reboot due to a boot sequence error. In this case, you need to start the NEOSYS server and double click on the start databasename file. If the NEOSYS server does not start then you need to call in the IT support.
  2. If everyone else is able to access NEOSYS and it is only someone specific who isn't able to access: If all users are working normally, and only a specific user complains of this message then check the following:
  • Is the user connected to a network? - verify this by opening up a website (www.google.com)
  • If the user is connected to a network - verify if the user has the same IP address range as the NEOSYS server. For example the user might have IP address 192.168.2.1 and the NEOSYS IP is 192.168.1.100; which is a clear indication that this user is connected to another network and mostly happens if the user is using a WiFi connection (on a notebook) and is using an available unsecured connection of a neighbouring office. If this is the case, then disconnect and connect to the correct connection.
  • The user is connected to the network and is on the same network - verify if the user any has proxy settings in the browser. In UAE for example Etisalat internet users have to sometimes enter the proxy address in the Options or internet will not work properly. In this case you need to configure the NEOSYS IP address as an exception under Tools > Internet Options > LAN Settings > Advanced.

1.2 From the internet

The connection to the NEOSYS server from outside office is via the public IP address over SSL (eg. https://clientname.redirectme.net:4430/neosys). Users may not be able to access this link and it may give the "cannot display the webpage" error message. This could be due to various reasons and could be one or a combination of the following:

  1. The users internet connection is not working or a firewall on the computer/router is blocking port 4430: in this case you need to fix the internet connection and open up outgoing port 4430
  2. The internet connection at the office which hosts the server is not working: consult with the IT person at the host office
  3. The server is off: consult with the IT person at the host office

2 Resolving the network/server failure/.send/no lock period error messages

2.1 Error Message

The following error messages may appear:

Errorspecifiedresource.jpg

ERROR: -2146697211 The system cannot locate the resource specified.
in .Send

Insend.jpg

ERROR: -2146697208 The download of the specified resource has failed.
in .Send

NWCONERROR1.jpg

Cannot release document. Try again ? 
Error: Network or Server Failure. (No response)
Please try again later
and/or get technical assistance
-2146697211 System error: -2146697211.
in .Send

NWCONNERROR2.jpg

Cannot save "2 PUR 5648 U" because:
somebody else updated this record.
Your update cannot be applied.
The time stamp does not agree.

Internetconnectivyissue.jpg

ERROR: -2146697205 System Error: 2146697205
in .Send

File:Nolockperiod.jpg

Cannot save "DOCUMENT NAME" because:
Somebody has updated this record.
Your update cannot be applied.
This session id does not agree "NO LOCK PERIOD"

2.2 Possible Causes

The above error messages pop up when network failures occur, especially when NEOSYS is being accessed over the internet when there are temporary problems in the internet connectivity or overload on the ISP.

This also could happen within an office over the LAN when there is a bad Ethernet switch/hub that cause the connection to break or just bad cabling.

Sometimes the error, especially "no lock period" could occur due to third party tool bars installed which install additional DNS addresses or mess around with the browser settings.

2.3 Solution

There isn't a clear solution to this especially if NEOSYS is accessed via the Internet as the external network is out of our control.

Mostly the problem is due to a temporary loss of connection to the server and there is no alternative but to abandon the data you are entering, logout from NEOSYS and try again.

Look out for the note on the internet explorer page saying "Internet Explorer - Working Offline" which clearly indicates a problem with the network connection.

In the case of users who are connected via WIFI, check the WIFI connectivity of the workstation to identify any possible technical problem with it's network connection.

In the case of "no lock period" it would be advisable to do a browser reset in addition to the solutions listed above.

3 Fixing "" does not exist in the clients file Error Message

3.1 Problem explained

After creating new brands in the client file or after creating a new client record and brands under it, whenever you key in the brand in the schedule file, you would get this message.

Branderrorsch.jpg

Error Message: "" does not exist in the clients file.

3.2 Solution

All processes stopped

F5
REINDEXCLIENTS
REINDEXBRANDS

4 Document Remains Locked longer than 10 minutes after an Internet Explorer Window crashes

Lost/hidden internet explorer window on windows that cannot be accessed keeps document locked until process killed/windows restarted

4.1 Symptoms

  1. Internet Explorer Windows "disappears" while working on a document.
  2. Attempts to reopen the same document (even after the normal NEOSYS ten minute lock timeout) results in a message something like "Cannot be edited because the document is in use by (username)"
  3. NEOSYS Support Menu, List of Open Documents shows that the record lock is being actively refreshed every five minutes as per normal NEOSYS process
  4. The iexplorer task can be seen in task managers, list of processes even after closing all Internet Explorer window.

4.2 Cause

Almost certainly due to windows unreliability when PC is customised with additional software from internet etc.

4.3 Work around

Kill the iexplorer task in Task Manager's list of processes or reboot the workstation and wait for up to 10 minutes for the lock to be cleared.

4.4 Permanent Solution

  1. Remove Internet Explorer Add-ons
  2. Reinstall Internet Explorer
  3. Reinstall Windows

5 Troubleshooting the "Database not available" error message

5.1 Problem explained

This error appears when you try to login to NEOSYS after you enter your username and password and click the Login button.

Database unavailable.jpg

Error message :

Cannot login because : 
Error :  The (database code) database is not available right now.

5.2 Solution explained

This is probably because the processes (gray colour windows)on the server are not running. Login to the server and start these processes from the respective desktop icons and login again from the users computer.

If the processes are running but you are still unable to login, please refer Techwiki.

6 Troubleshooting login failure (invalid username and/or password)

Entering an incorrect password on the NEOSYS login page would lead to the following error :

Login.jpg

Error Message: 
Cannot login because:
Error: Invalid username and/or password

Please note that three consecutive login failures, for any reason, over any time period, will result in an automatic lockout until the account password is changed using any of the usual methods :

1) Password reminder - if the user has a registered and accessible email account Reset Password,

or

2) By an administrator using the Authorisation File.


If the "Password Reminder" procedure does not solve the login failure issue, do the following in maintenance mode :

F5
LIST USERS WITH EXPIRY_DATE

This will indicate if the user has an expiry date set on it. There are instances where in you cannot see an expiry date in the authorisation file, but in the back-end the expiry date exists.

If you notice a user with showing which matches the user that has the problem with the password, set an expiry date for this user in the authorisation file, save the file, reopen and remove the expiry date and save it again. This should clear any expiry date in the back-end. You need to verify it has indeed cleared it by running the command in maintenance again.

7 Troubleshooting Internet Explorer

Troubleshooting IE

8 Troubleshooting Safari Browser for MAC OS

Troubleshooting Safari for MAC OS

9 Troubleshooting the "Select item RTP20 missing from program stack. Error encountered during the REDUCE process. Code:0" message

9.1 Problem explained

This is a rare general problem in NEOSYS not related to this particular report (shown below)


RTP20error1.jpg

It is caused due to a process memory corruption when processing large datasets.

Error message :

Select item RTP20 missing from program stack. Error encountered during the REDUCE process. Code:0

9.2 Solution explained

Restart all the processes for the dataset in question. This will solve the problem.

10 Solving User doesn’t have a menu despite that menu having no lock in Authorisation File

10.1 Cause

If no menu is locked in Authorisation File then menu access is not determined by task authorisations, it is determined by what MENU CODE they were given in the Authorisation File before MENU CODE was removed from the Authorisation File in later versions of the NEOSYS software - and replaced with the current menu tasks concept.

10.2 Solution

Implement “authorisation per menu” by adding appropriate locks to ALL menus remembering that any menu without a lock will become available to ALL users as soon as you put a lock on ANY menu task.

11 Logo does not appear when a NEOSYS html document eg: Invoice, Estimate, etc is sent via email

There are 2 scenarios :

  1. The html file is sent by email by using the File > Send > Page by email… option on IE
  2. The html file is saved on the user’s desktop using the File > Save as > html … option on IE and then sent as an attachment via email.

Scenario (1) works fine, however, when a document is saved on the user’s desktop as an “html” file as mentioned in scenario (2), the “logo” doesn’t appear, as the directory in which the “logo” actually resides, is the NEOSYS server, and not the user’s PC. Saving the html file on the users desktop results in the image properties to look for the logo on the users desktop (where it doesn’t exist) and hence the logo does not appear.

Many clients prefer that these documents be sent in “pdf” format as “html” files often end up in their spam msgs.

If these documents really need to be saved on the user's desktop prior to being mailed as an attachment, it would be a better idea to save them as “pdf” instead of “html”. This could be done using softwares like “CutePDF Writer” that are freely available on the internet. This software would allow the user to save the “html” document as “pdf” by clicking : File > Print > CutePDF Writer … following which the "pdf" document could be saved to the desired destination.

12 Headers and Footers appearing in PDF conversion while using Adobe Acrobat PDF converter

Follow the instructions given below to remove header and footer from the pdf version of a NEOSYS report while using Adobe Acrobat Converter:

  1. In the converter Menu, Click on Down Arrow > Preferences.

    PDFCONVERSIONHEADERFOOTERISSUE1.jpg

  2. Under General Tab, Select HTML in the conversion settings and click on OK.

    PDFCONVERSIONHEADERFOOTERISSUE2.jpg

The PDF converted files should now be created without headers or footers.