Errors and Solutions
Revision as of 15:39, 28 October 2011 by Cynthia.Gerson (talk | contribs) (Created page with "'''Symptom''' TW crashes whenever clicking the Open/Edit button from Chart Viewer (only on Citrix servers). No TW error is thrown, IE completely crashes as well without display...")
Symptom
TW crashes whenever clicking the Open/Edit button from Chart Viewer (only on Citrix servers). No TW error is thrown, IE completely crashes as well without displaying a Microsoft error either.
Cause
Damaged/missing Active X controls on the Citrix server(s).
Resolution
Terminal Services to the Citrix server(s) with the problem.
- Click on Start->Run and enter 'cmd' to get to the DOS prompt -type 'change user /install' (without the 's) and hit enter. The system should respond saying 'User session is ready to install applications'
- Go to Control Panel->Add Remove Programs and remove the Touchworks Web Controls (if they are installed)
- Click the 'Add New Programs' button and choose to add a program from CD-ROM or floppy disk.
- This will open a dialog prompting you to insert an install disk, simply click the 'Next' button and then Browse for the TouchWorks Web Controls.msi file.
- Click Next, accept any license agreements. Do a complete install if prompted and perform the install for the computer rather than just the current user.
- Reboot the server after this install is complete
- Click on Start->Run and enter ‘cmd’ to get to the DOS prompt -type 'change user /install' (without the 's) and hit enter. The system should respond saying 'User session is ready to install applications' -open IE and go to <web server name>/touchworks/allcontrols.htm (where <web server name> is replaced by either the IP address or computer name of the web server).
- When prompted to download/install the TW RTF control click 'yes'.
- When prompted to reboot the server click 'no'
- When prompted to download/install the RTFWrapper.cab click 'yes'.
- Click on the 'Check Controls' button when the allcontrols.htm page is displayed and ensure that all of the controls listed are installed.
- Reboot the Citrix server
- Open IE on the affected Citrix server(s) and verify that you are able to open documents (see Test section)
- Repeat for all affected Citrix servers