Errors and Solutions

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