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Information required by support to help diagnose problem
Problem description
- Preferable: A screenshot of the error window or of the error message
- Otherwise: Note the ENTIRE error message (including the Caption of the windows)
Environment
- Target OS: Version, platform, particularities (if any, like Terminal Server)
- Version of PcVue being installed
- Installation options, Installation type
- Previous installed version (if you are performing an upgrade)
- Installation language
Log Files
Other information
- In the case of a VBA issue an export of registry elements can be useful
- Events logs can sometimes be very useful
- Additional information may be requested if needed
ABOVE ALL – PLEASE BE ACCURATE!
Useful information
The registry editor can be opened from a command line using:
- Start / Execute / regedit or Run / regedit
- To export, select the key to export, then right click / Export … a .reg file is created
- DO NOT MAKE UNCONSIDERED MODIFICATIONS TO THE REGISTRY!
The event viewer can be accessed, depending on the OS, from the Computer Management dialog, from the Server Manager or via Administrative Tools in the Control Panel. Useful logs are: Application (always) and System (sometimes). You can export the events to a file:
- Select the log
- XP, 2003: Right click, Save Log File As … a .evt file
- Vista, W7, 2008 and later: Right click, Save All Events As … a .evtx file
Warnings
The installation of PcVue requires Windows Installer 4.5 or later.
- WI 4.5 is part of the external prerequisites.
- Depending on the current WI version and target OS, its installation may require several reboots.
- Always Reboot when requested, otherwise WI 4.5 will not install correctly, and neither will chained MSI (VBA).
- Never do the following:
- Answer No to a reboot request (in this case installation stops).
- And then restart installation without having first restarted the computer.
Never run 2 installation processes at the same time on a PC (whatever software you are installing). In particular:
- Do not run a PcVue installation while Windows updates are being installed
- Never launch or accept a Windows update installation while a PcVue installation is running
For the most stable platform it is disarable to disable automatic Windows Updates, although you must take into account the company’s software policies.
On Windows 7 and Windows Server 2008 R2, .Net Framework 3.5 SP1 cannot be installed automatically. That is why, if missing, a warning is generated asking you to manually configure them.
- On Windows 7
- Control panel \Programs and Features \Turn Windows features
- Select Microsoft .NET Framework 3.5.1
- NB: by default .Net Framework 3.5 SP1 is active on Windows 7
- On Windows Server 2008 R2
- Open the Server Manager (Control panel \Programs and Features \Turn Windows features)
- Use Add Feature « .NET Framework 3.5.1 Features »
- This also requires the installation of Windows Process Activation Service
- NB: by default .Net Framework 3.5 SP1 is not active on Windows Server 2008
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