Software Installation

Guide

June 2016

www.actix.com
The content of this manual is provided for information only, is subject to change without
notice, and should not be construed as a commitment by Actix. Actix assumes no
responsibility or liability for any errors or inaccuracies that appear in this documentation.
C opyright © Actix 2016. All rights reserved. All trademarks are hereby acknowledged.

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Actix Software Installation Guide June 2016 C ontents 3

Contents
1 INSTALLING ACTIX SOFTWARE ............................................................................ 5
1.1 ABOUT THIS GUIDE ........................................................................................ 5
1.2 PRODUCT SUPPORT AND MAINTENANCE ................................................................. 6
1.2.1 Getting started with MyActix........................................................................................6
1.2.2 More information .........................................................................................................6
1.3 AC TIX SOFTWARE LICENSING ............................................................................. 6
1.3.1 Standalone licensing....................................................................................................7
1.3.2 Activated licensing.......................................................................................................7
1.4 REQUIREMENTS ............................................................................................ 8
1.4.1 Minimum configuration for 64-bit Analyzer...................................................................8
1.4.2 Recommended configuration for 64-bit Analyzer ..........................................................9
1.4.3 Minimum configuration for 32-bit Analyzer.................................................................10
1.4.4 Recommended configuration for 32-bit Analyzer ........................................................11
1.5 BEFORE PROCEEDING WITH THE INSTALLATION ........................................................12
1.6 UPGRADING FROM PREVIOUS VERSIONS ................................................................12
1.7 INSTALLING THE FULL RELEASE..........................................................................12
1.8 MICROSOFT SQL SERVER 2012 EXPRESS .............................................................12
1.8.1 Installing SQL Express ...............................................................................................12
1.9 INSTALLING ACTIX SOFTWARE VIA THE COMMAND LINE...............................................12
1.9.1 Using the Setup command.........................................................................................13
1.9.2 Running the MSI .......................................................................................................13
1.9.3 Command line parameters.........................................................................................13
1.9.4 Installation requires computer reboots.......................................................................14
1.9.5 Disabling the Desktop shortcut ..................................................................................14
1.9.6 Preventing installation of Web update functionality ....................................................14

2 LICENSING YOUR SOFTWARE............................................................................. 16

2.1 STANDALONE LIC ENSES ..................................................................................16
2.1.1 Licensing a single Actix Solution ................................................................................16
2.1.2 Start your Actix Solution ...........................................................................................17
2.2 STANDARD AC TIVATION LIC ENSES ......................................................................18
2.2.1 Activate an Actix Solution ..........................................................................................18
2.2.2 Manual activation ......................................................................................................20
2.2.3 Re-activation.............................................................................................................22
2.2.4 Transfer of Activations...............................................................................................22
2.3 CONC URRENT AC TIVATION LICENSES ...................................................................23

3 TROUBLESHOOTING LICENSING ISSUES ............................................................... 24

3.1 T ROUBLESHOOTING GENERAL LICENSING ISSUES ......................................................24
3.1.1 Diagnostic reporting ..................................................................................................24
3.1.2 Applying license fixes provided by Actix Support ........................................................25
3.1.3 Forwarding logs to Actix Technical Support ................................................................25
3.1.4 Adding and removing programs .................................................................................26
3.2 T ROUBLESHOOTING INSTALLATION ISSUES.............................................................27
3.2.1 Problem message on installation................................................................................27
3.2.2 Installation source required on first launch of application after installation or
web update. .............................................................................................................27
3.2.3 Shortcuts fail to launch Actix Software.......................................................................27
3.2.4 SMS Package definition file contains incorrect parameter ...........................................27

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3.2.5 Actix Software fails on start-up after installation or upgrade ......................................27

3.2.6 SQL Native Client already installed ............................................................................28
3.2.7 Slow response from SQL Express ...............................................................................28
3.3 T ROUBLESHOOTING STANDALONE INSTALLATIONS.....................................................28
3.3.1 Check that the license is working correctly.................................................................28
3.3.2 About Box .................................................................................................................29
3.4 T ROUBLESHOOTING THE ACTIVATION PROCESS ........................................................30
3.4.1 Connecting via a Proxy Server...................................................................................30
3.4.2 Communications problem ..........................................................................................30
3.4.3 Activation denied.......................................................................................................31
3.5 T ROUBLESHOOTING ACTIX SOFTWARE ISSUES.........................................................31
3.5.1 Terminal Server Sessions ..........................................................................................31
3.5.2 No Lservrc found .......................................................................................................31
3.5.3 Clock tamper detection..............................................................................................32
3.5.4 Incorrect trace symbols used on map ........................................................................32
3.5.5 GeoDict.DCT could not be located ..............................................................................32
3.5.6 Map not displaying correctly ......................................................................................32

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Actix Software Installation Guide June 2016 Installing Actix software 5

1 Installing Actix software

This section describes the installation process for Actix software based on the Analyzer
platform.
The Actix software installation is constructed using Windows Installer (MSI), which is an
integral part of the Microsoft Windows operating system and is able to assist in the
installation and management of Windows Applications.
Actix software can be installed locally, or deployed to multiple client machines using
Microsoft Systems Management Server (SMS).

1.1 About this guide

The format of this guide is to show you Analyzer's basic features. Not every product
function is described—just the core information, so you can be productive with your
solution right from the start. For detailed information on other areas of the product, see
the online help.
Note that when you see a word appear like this in the text, it refers to a menu selection,
button or hyperlink that you can select in the application’s user interface.
For example:
Tools, Preferences
would indicate the ‘Preferences’ command available from the ‘Tools’ menu.
Command line input or details of text files are shown like this:

Setup /V”<msiexec commands>”

For a detailed understanding of your solution, you should attend a full Actix training or
workshop session. These can be tailored exclusively to your individual or corporate
requirements.

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1.2 Product Support and Maintenance

Actix Product Support is dedicated to optimizing the customer experience and attaining the
highest levels of customer satisfaction through the delivery of professional, efficient and
quality support across the Actix product portfolio.
Actix delivers support services through service desks located in EMEA, the US and Asia,
and provides 24x7 access to a web-enabled support system that allows customers to
leverage the power of the Actix knowledgebase, facilitate self-help and allow Actix to track
and communicate the progress of any logged issue quickly and effectively.

1.2.1 Getting started with MyActix

Actix provides access to Product Support via a dedicated web portal. The MyActix portal
provides a personalized interface to the Actix Support Service and many other useful
resources including product downloads, a knowledge base of known issues and general
product information.
Customer Contacts can use MyActix to report new cases, monitor their progress and
submit requested information, with automatic emails providing notification of updates.
Cases submitted by a specific customer are visible only to the Contacts associated with
that customer.
Following installation, customers are encouraged to register at www.myactix.com to create
a Customer Contact account. Customer Contacts are the only persons permitted to open or
update technical Cases with Actix Product Support. The Customer Contacts should be
suitably trained on Actix Software products prior to opening any support Cases.
Help is available on how to use MyActix when you log on. There is also an RSS feed
available to keep up to date with new resources being posted to the portal.

1.2.2 More information

Further details regarding Actix Support and Maintenance can be found in the Actix Product
Support Description, available on the MyActix portal.

1.3 Actix software licensing

You should understand how you intend to license your software before you start the
installation process. All Actix solutions are licensed 'per-machine'. This means that every
machine that runs an Actix solution has its own license (not normally transferable between
machines). See your licensing agreement for further details.
Actix solutions are supplied using these forms of license enforcement 1.

 Standalone, through a plug-in dongle (hardware key) and license file

 Standard Activation, through a connection with an Activation server hosted by

Actix – either with, or without, a plug-in dongle

 Concurrent Activation, through a connection with an Activation server hosted

locally

Check with your administrator to determine which licensing method you will be using.
Instructions on how to use each of these licensing methods are provided on page 16.
Check that you follow the appropriate installation type when you install your Actix solution.

1 Customers who purchased software with previous licensing systems should consult the
installation guide provided with the original software.

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1.3.1 Standalone licensing

Standalone license enforcement uses a combination of these two elements:

 A 'dongle' (small hardware device that plugs into a computer). There are two types
of dongle: one that plugs into a parallel port, and one that plugs into a USB socket.

 A license file ('lservrc') that is shipped separately from the software.

Note Do not edit lservrc—if you corrupt this file, you will need to
approach Actix for a replacement.

1.3.2 Activated licensing

Activated license enforcement uses a combination of these two elements:

 A Product ID, used to activate the software.

 A file ('Activation.xml'), provided as part of the activation process. This file

contains the activation and licensing information.
For a user to be able to operate an activated installation, the PC on which the Actix
software was installed must be connected to the Activation Server 2
You may also require a third element - check with your administrator:

 A 'dongle' (small hardware device that plugs into a computer). There are two types
of dongle, one that plugs into a parallel port and one that plugs into a USB socket.

Do not edit Activation.xml — if you corrupt this file, you will need
to re-activate your computer using your unique Machine ID or
approach Actix for a replacement.
Using the activation process for the software locks the license file
to the unique combination of hardware in a particular PC.
Activation requires the user to make a one -off connection with
the Actix Activation Server.

2With Standard Activation, if a direct Internet connection to the Activation Server is unavailable,
you can still activate the software by manually exchanging emails with Actix Support. With Local
Activation, you need a direct connection to the Local Activation server.

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1.4 Requirements
1.4.1 Minimum configuration for 64-bit Analyzer
Item Requirement

Processor 1+ GHz

Framework .NET Framework 4.6.1

(installed
SQL Server Express 2012 (for more information, see:
automatically)
http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Operating  Windows 10
System
 Windows 8

 Windows 8.1

 Windows 7 SP1

 Windows Server 2012

 Windows Server 2008 R2 SP1

This version of Actix software does not run on any 32-bit

operating system.

Memory 4+ GB RAM

Hard Disk Space 2+ GB

Other Microsoft Internet Explorer 6.0 SP1 or later

Requirements Microsoft Office 2003 or above (required by Actix Software)
If you use Kaspersky Virus Checker, contact Actix Support

Always check the latest release notes for more information.

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1.4.2 Recommended configuration for 64-bit Analyzer

Item Requirement

Processor 2+ GHz, four cores (physical)

Framework .NET Framework 4.6.1

(installed
SQL Server Express 2012 (for more information, see:
automatically)
http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Operating  Windows 10
System
 Windows 7 SP 1

 Windows 8

 Windows 8.1

 Windows Server 2012

 Windows Server 2008 R2 SP1

This version of Actix software does not run on any 32-bit

operating system.

Memory 16 GB RAM

Hard Disk Space 200+ GB

Other Microsoft Internet Explorer 10.0

Requirements Microsoft Office 2010 or Office 2013
If you use Kaspersky Virus Checker, contact Actix Support

Always check the latest release notes for more information.

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1.4.3 Minimum configuration for 32-bit Analyzer

Item Requirement

Processor 1+ GHz

Framework .NET Framework 4.6.1

(installed
SQL Server Express 2012 (for more information, see:
automatically)
http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Operating  Windows 10
System
 Windows 8

 Windows 8.1

 Windows 7 SP1

 Windows Server 2012

 Windows Server 2008 R2 SP1

This version of Actix software can run on all 64-bit operating

systems but in 32-bit mode.

Memory 2+ GB RAM

Hard Disk Space 2+ GB

Other Microsoft Internet Explorer 6.0 SP1 or later

Requirements Microsoft Office 2003 or above (required by Actix Software)
If you use Kaspersky Virus Checker, contact Actix Support

Always check the latest release notes for more information.

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Actix Software Installation Guide June 2016 Installing Actix software 11

1.4.4 Recommended configuration for 32-bit Analyzer

Item Requirement

Processor 2+ GHz, four cores (physical)

Framework .NET Framework 4.6.1

(installed
SQL Server Express 2012 (for more information, see:
automatically)
http://www.microsoft.com/sql/editions/express/sysreqs.mspx.)

Operating  Windows 10
System
 Windows 7 SP1

 Windows 8

 Windows 8.1

 Windows Server 2012

 Windows Server 2008 R2 SP1

Actix software runs on all 64-bit operating systems but in 32-bit

mode.

Memory 4 GB RAM

Hard Disk Space 200+ GB

Other Microsoft Internet Explorer 10.0

Requirements Microsoft Office 2010 or Office 2013
If you use Kaspersky Virus Checker, contact Actix Support

Always check the latest release notes for more information.

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1.5 Before proceeding with the installation

Ensure that:

 You have administrator rights

 The target PC meets the requirements in section 1.4.

1.6 Upgrading from previous versions

Upgrading from an earlier version of Actix Software might result in the automatic un -
installation of the old software before installing the new software. Only files that were
installed during the original installation process will be removed.

1.7 Installing the full release

Manually run setup.exe, then follow the instructions on the screen.

1.8 Microsoft SQL Server 2012 Express

Microsoft® SQL Server™ 2012 Express Edition is an easy-to-use, lightw eight version of
SQL Server 2012. SQL Express is a key component in Actix Software, and is normally
installed seamlessly as part of the Actix Software installation.
The Actix Database installation is made up of several components. All these components
are installed by using the Actix Software installer, although Administrators and advanced
users may be interested to know that the complete, freely available Microsoft database
installation is available, and may be used to install the Microsoft database software if
required on another PC in a non-Actix context.
Note that you are restricted to a maximum database size of 10 GB of processed data.
However, if you attempt to load data that would exceed the internal size limit threshold,
Analyzer will display a message saying that the data load cannot go on, as th e size limit
would be exceeded.

1.8.1 Installing SQL Express

Note You cannot install to network locations.

If you were previously using MSDE, we recommend that you remove it, for example by
using Control Panel > Add/Remove Programs. Note that, to be usable by SQL Express,
any existing repository projects will need to be recreated using the original data, once the
Actix Software installation has completed.

 Run the file ‘Setup.exe’.

 Once the SQL Express installation is complete, the Actix Software installation
begins. Follow the instructions on the screen. On completion you may need to
restart your PC.

1.9 Installing Actix Software via the command line

There are two methods for performing a command line installation:

 Using the Setup command

 Running the MSI

Each command will execute the same MSI.

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1.9.1 Using the Setup command

The setup.exe is a wrapper that will also install the dependencies of the main installation.

 From a command prompt, execute the following command:

Setup

1.9.2 Running the MSI

As an alternative to running Setup, you can run the MSI directly.
These dependencies must previously have been installed:

 Windows Installer 4.5

 Microsoft .NET Framework 4.6.1

 Microsoft SQL Server 2012 Express R2 SP1

The following instructions explain how to install SQL Express on its own.

Note that in these examples the D:\ drive is taken to be your CD

drive.

1 From the command prompt, change to the D drive:

C:\> D:

2 Change directory to the SQL Express installation folder:

D:\> cd \db\ISSetupPrerequisites\{1020E79F-7739-413C-BEFC-
1A7FF2252F98}

3 From here, you can run the .bat file to execute the SQL Express installer without
going through the Actix Software installation process:

D:\> runinstall.bat

1.9.3 Command line parameters

The setup exe fully supports MSI command line parameters that can be passed to msiexec
by using:

Setup /V”<msiexec commands>”

For example, to use logging, the respective commands would be :

msiexec /i AtxInst.msi /l*v c:\logfile.log

setup /V”l*v c:\logfile.log”

Due to restrictions placed on the Microsoft .NET framework, a license agreement will
always be displayed if the setup exe is used and .NET is being installed, and even if a silent
install has been selected for the Actix part of the installation.
In the “Support\MSI” directory of the Actix Software Installation CD there is a script called
diagsetup.bat that will carry out a full installation of the Actix Software (as the command
line above does). It will also generate full installation logging that can be used to assist

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diagnosing installation problems. The log file produced, “AtxInst.log”, will be written to the
root drive where your windows operating system is held.
Actix-specific installer parameters are:

Parameter Defaults

AC TIX_DBPASSWORD Xitca123, or as defined in

HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Password
This is the database password.

AC TIX_DBPROVIDER SQLOLEDB, or as defined in

HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\Provider
This is the OLE provider used to connect to the database.

AC TIX_DBSERVERNAME Temp, or as defined in

HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\ServerName
This is the database server name.

AC TIX_DBUSERNAME Actix, or as defined in

HKEY_LOCAL_MACHINE\SOFTWARE\Actix\Analyzer\Cserver\UserName
This is the database user name.

For more information on applying parameters to MSI, see http://msdn.microsoft.com/en-

us/library/aa367988(VS.85).aspx.

1.9.4 Installation requires computer reboots

The installation may require a reboot during or at the end of the installation phase. To
suppress as many reboots as possible during the installation, add the following property to
the msiexec command line (in the SMS package definition):

REBOOT=REALLYSUPPRESS

If you do plan to suppress reboots, to determine whether the initial reboot will need to be
suppressed, you should first deploy the installation into a test deployment environment.

1.9.5 Disabling the Desktop shortcut

The installation creates an optional desktop shortcut which can be disabled though the
install UI. To not create the desktop shortcut, add the following property to the msiexec
command line:

DESKTOPSHORTCUT=0

1.9.6 Preventing installation of Web update functionality

The Actix Software installation allows product updates to be automatically downloaded and
installed over the Internet. Organizations that require greater control over the software
installed on the user's machine may not want this functionality. In light of this, you can
instruct the setup to not install any web setup functionality onto the user's machine during
the initial installation of the software. To do this, set the NOWEBUPDATE property on the
msiexec command line interface :

msiexec /I AtxInst.msi NOWEBUPDATE=1

This can also be done by using:

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setup /v”NOWEBUPDATE=1”

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Actix Software Installation Guide June 2016 Licensing your software 16

2 Licensing your software

A description of the types of Actix licensing in use is provided on page 5. Instructions on
how to perform each of these installations are provided here. Check that you follow the
appropriate installation type when you install your Actix solution.

Note Do not edit lservrc or add an extension—if you corrupt this

file, you will need to approach Actix for a replacement.

Information on troubleshooting any problems you may encounter with licensing your
product is given in the section Troubleshooting licensing issues on page 24.

2.1 Standalone licenses

2.1.1 Licensing a single Actix Solution
You must have installed your Actix Solution as described earlier.
1 Plug the dongle into the appropriate parallel port or USB port on the back of the
computer.
Now you need to obtain the information from which Actix can program your lservrc
license key file.
2 From the Start, Programs, Actix menu, select Management, then Analyzer (or
other product nam e) - Diagnostics to open the Diagnostics window.

The Diagnostics window

3 Click Generate Report.

4 To send the information to Actix, click Copy to clipboard and paste the
information into an email to Actix, along with any other relevant information – for
example, that this is a request for a license key file.
5 When you receive the appropriate email from Actix, extract the lservrc file to the
following folder:
(for Windows XP users)

C:\Documents and Settings\All Users\Application

Data\Actix\Analyzer\Bin

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(for Windows 7 SP1 and Windows 2012 Server users)

C:\Program Data\Actix\Analyzer\Bin

Note Do not give the lservrc file an extension. Ensure that you
do not have more than one file called lservrc on your PC. To keep
an old file, give it a fake extension—for example, lservrc.old—
which will deactivate it.

2.1.2 Start your Actix Solution

1 From the Windows Start menu, select Programs, Actix, Analyzer.
If a valid license file is present in the correct location the software will start
immediately.
If no license file is found, the following dialog appears:

The Actix Licensing Wizard

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▫ If this is a standalone installation, ensure that the second option is selected

and click Next. The dialog below will be displayed.

Licensing instructions

2 Click Done.
If you have any problems, read the next section.

2.2 Standard Activation licenses

Note For information on Concurrent Activation, please refer to
the Concurrent Activation Licensing Guide PDF document.

2.2.1 Activate an Actix Solution

You must have installed your Actix Solution as described earlier.
For instructions on manually activating the software, proceed to the next section, Manual
activation.
1 Obtain the Product ID from your administrator (which will have been emailed by
Actix).

Note Actix will only supply Product IDs to known contacts within
a customer’s organisation. Please contact your company’s
representative to obtain a Product ID as Actix Support will not
give out Product IDs to end-users.

2 If you require a dongle, ensure it is plugged in.

3 From the Windows Start menu, select Programs, Actix, Analyzer (or the
solution name if different).

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The Actix Licensing Wizard

4 Ensure the top option is selected and click Next.

5 Enter the Product ID supplied by your administrator.

Entering the Product ID

The Product ID can be pasted into the four boxes by copying the complete
text and using the Paste button.

6 The user reference field is automatically filled in. This can be used to assist Actix
Support in restoring your activation should the details be lost. You may accept the
default or change it to something memorable. It is highly recommended that the
default user reference is retained.
7 Once you have entered the Product ID, click Next.

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8 If the automatic activation fails, in order to manually activate the product, first
select the checkbox, then click Next.
A message window confirms successful activation.
9 Make a note of the Machine ID, which is a unique refe rence for each computer. The
Machine ID can be used to restore your activation should it become deleted or
corrupted.

Note Your Machine ID should be written down, or stored

somewhere other than the computer hard disk, together with the
user reference. If something happens to the computer this
information will enable the license to be restored.

2.2.2 Manual activation

1 Obtain the Product ID from your administrator (Actix will have emailed the ID).
2 If you require a dongle, ensure it is plugged in.
3 From the Windows Start menu, select Programs, Actix, Management,
Analyzer (or the solution name if different) – Activation Wizard.

Manual activation via the Actix Licensing Wizard

4 Ensure the top option is selected, and click Next.

5 Enter the Product ID supplied by your administrator.

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Entering the Product ID

The Product ID can be pasted into the four boxes by copying the
complete text and using the Paste button.
6 The user reference field is automatically filled in. This can be used to assist Actix
Support in restoring your activation should the details be lost. You may accept the
default or change it to something memorable. It is highly recommended that the
default user reference is retained.
7 Once the Product ID has been entered, check the Manual activation box and click
Next to display the activation request dialog.
8 Make a note of the email address given in this dialog.
Copy the activation details using the Copy button and paste them into the
body of an email (or into a text file and attach it to the email). Send the
email to the previously noted address or to your Actix support contact.
9 Click the Exit button to close the wizard.
10 Actix support will provide a file called 'Activation.xml'. Save this to:

%ALLUSERSPROFILE%\Application Data\Actix\Analyzer\

Note %ALLUSERSPROFILE% is a special windows variable that

stores the location of an area that all users can access. The exact
location depends on the version of Windows – for example in a
standard Windows XP installation it refers to C:\Documents and
Settings\All Users.

11 Make a note of your Machine ID (which is displayed in the About Actix Solutions
box). This is a unique reference for each computer.

Note Your Machine ID should be written down, or stored

somewhere other than the computer hard disk, together with the
user reference. If the activation.xml file becomes corrupted, the
Machine ID information will help re -activate your computer (see
below).

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2.2.3 Re-activation
Your software could become de-activated and require re-activation. This can happen if:

 The name of the computer changes

 The hardware configuration is significantly changed

 The 'Activation.xml' file is deleted or corrupted

Re-activation is the same process as activation except that your Machine ID is already
registered by the Actix activation server.
To re-activate, start the Activation Wizard from the Start Menu. If the Activation.xml file is
present, the correct details will be automatically entered in the wizard. Simply follow the
steps to re-activate without changing any of the details. If you require a dongle, this must
be plugged in to re-activate.
If the Activation.xml file has been lost, enter your Machine ID, rather than the original
Product ID. If the Machine ID has been lost, you will need to contact Actix support in order
to restore your license. Your use r reference will assist Actix Support in restoring your
license.

Note Do not attempt to reactivate using the original Product ID

as this could result in an additional license being issued to your
computer.

2.2.4 Transfer of Activations

All Actix solutions are licensed 'per-machine'. This means that every machine that runs an
Actix solution has its own license, which is not normally transferable between machines.
Actix recognises that there are some valid reasons for transferring a license to a different
machine (such as a new PC replacing an old PC).
To determine if your Activation is eligible for a transfer
1 From the Start, Programs, Actix menu, select Management, then Analyzer
(for exam ple) - Diagnostics and then click the Admin tab to open the
Activation Transfer Request window.

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2 This page will report your Activation transfer status, and if eligible, you can click
the Request Transfer button, which will request your current Activation is released
to be available for use on another PC.

Note you need to be connected to the internet to request an

Activation transfer.

3 Once your transfer request has been confirmed, go to the new PC and Activate it in
the normal way using your Product ID.

2.3 Concurrent Activation licenses

For more information, refer to:

 Actix Concurrent Activation Licensing Guide

 Actix Mini Activation Administration Guide

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Actix Software Installation Guide June 2016 Troubleshooting licensing issues 24

3 Troubleshooting licensing issues

3.1 Troubleshooting general licensing issues
3.1.1 Diagnostic reporting
To assist Actix support in resolving licensing problems, a diagnostic utility is supplied as
part of the software installation. Please supply a copy of the diagnostic report with any
requests for licensing support.
To start the diagnostic utility, go to Start, Programs, Actix menu, select Management,
then Analyzer (for exam ple) - Diagnostics. On running the program, a blank window is
displayed with the Report tab selected:

The Actix licensing diagnostics screen

Clicking on Generate Report produces the licensing report, and clicking on Send Report to:
lets you send the report directly to Actix Support.
A different address can be typed into the address box, to send to a specific contact, and
the contents of the report can be copied to the clipboard for use with a different email
client.

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3.1.2 Applying license fixes provided by Actix Support

The Repair tab can be used when Actix Support has provided a 'time tamper fix' file to
correct a clock reversal problem. Browse for the appropriate file and click Apply Fix. Full
details of the process will be supplied by Actix Support.

3.1.3 Forwarding logs to Actix Technical Support

If you have difficulties with installing the database – for example, when you see an SQL
Error Detected screen, or you have problems with the operation of the database, please
can you raise a case in MyActix. You should include, from the folder:

\Actix\Analyzer\Database\Scripts\

…this file:

RunSQL.log

…and also logfiles from this folder:

\Program Files\MS SQL Server\MSSQL.1\MSSQL\LOG\

There may be various instances of SQL Express, each with its own 4GB-limit database.
Each subsequent installation will have its own folder, for example, MSSQL.2, MSSQL.3 etc.
Note that with several installations of SQL Express, you may find it difficult to isolate which
database contains the error.

Note Actix Support do not need a copy of the SQLERROR.lo g

file.

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3.1.4 Adding and removing programs

The Add/Remove Programs dialog shows Actix Software and a series of SQL Express
components:

Adding and removing components of the installation

This component division makes it easier for Microsoft updates to work for SQL Express.
If you want to remove the database engine, you will need to remove all the MS SQL
Express-installed programs shown in the above screenshot. Using the Actix Software
uninstall routine by running Setup again will only remove the ‘Actix Software’ program, so
you will need to remove the SQL Express components manually.

Note .NET 4.6.1 must be on the PC before you can successfully

remove SQL Express.

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3.2 Troubleshooting installation issues

3.2.1 Problem message on installation
If you have not already installed SQL Server Express, you will see this message when you
start the installation process:

Reminder message

You can find ‘setup.exe’ in the root of the installation CD.

3.2.2 Installation source required on first launch of application after installation

or web update.
The MSI installation appears to finish and displays a message to reboot the machine, but
does not instruct the user to stay connected to the network throughout and after the
reboot. Failure to remain connected to the network when one first launches the software
may result in an incomplete installation, as the installer cannot find the original installation
source. It is advised that, after installing the software or obtaining web updates, you
launch the software to ensure installation has fully completed.

3.2.3 Shortcuts fail to launch Actix Software

If the Actix shortcuts displayed in the Windows Start menu fail, reboot your PC. This will
allow the installation to complete correctly, and the shortcuts should now work.

3.2.4 SMS Package definition file contains incorrect parameter

In the AtxInst.pdf file, the name of the MIF file also includes the ".mif" extension. This can
cause SMS rollouts of the software to fail. To correct this, edit the PDF file and remove the
".mif" (keep the quotes) extension:

/m "AtxInst.mif" becomes /m "AtxInst"

3.2.5 Actix Software fails on start-up after installation or upgrade

Actix Software can fail to start correctly if you perform one of these actions:

 Double-click on Analyzer.exe from Windows Explorer

 Launch from a previously create d shortcut that points directly to the Analyzer.exe.
To prevent such problems from occurring, always launch Actix Software using the shortcut
provided in the Windows Start menu.
If the problem persists, attempt to repair the application using the Settings > Control
Panel > Add/Remove Programs option before contacting Actix Support.

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3.2.6 SQL Native Client already installed

If this is already installed (probably because of a previous failed SQL Express install), the
Actix SQL Express install may fail with the erro r message shown below.

An installation package for the product Microsoft SQL Server Native

Client cannot be found. Try the installation again using a valid
copy of the installation package.

This is a common failure and is caused by a known issue in the MS SQL Express install.
The solution is to uninstall the SQL Native Client using Add/Remove Programs (ARP).

3.2.7 Slow response from SQL Express

The database part of the install has to establish a connection with SQL Express so that it
can set everything up. If the machine or network is running slowly, this can take longer
than the maximum time allowed for the process. This will be shown in runsql.log as:

Error description: Timeout expired.

This may happen if the machine is under the minimum specification required to run
Analyzer. If the machine is running many applications, simply close applications or restart.
If you are experiencing high network traffic, try again later.

3.3 Troubleshooting standalone installations

3.3.1 Check that the license is working correctly
1 Check that an Actix dongle is securely plugged into the appropriate parallel or USB
port.
2 From the Actix menu, select Management, then Analyzer - Diagnostics to
open the Diagnostics window.

The Actix Diagnostics window

3 Click Generate Report.

4 Contact Actix support and send the report to assist the support engineer in
diagnosing the problem.

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3.3.2 About Box

 From within your Actix solution's Help menu, select About… to show this window:

The About Box

If you need to contact Actix support, make a note of the build numbe r at the top right.
Check that the licensed solution code is correct and note the adjacent information.

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3.4 Troubleshooting the activation process

3.4.1 Connecting via a Proxy Server
After entering the Product ID, an additional dialog may be displayed. This happens if a
proxy server with authentication is being used on the network.
Enter the username/password to initiate a connection to the Server.

Entering the username and password to use a proxy service

If a proxy server is used on your network, this dialog will also appear when you connect to
the Internet using Internet Explorer (or another web browser). Enter the same
username/password that you use to access the Internet.

3.4.2 Communications problem

If the activation process fails due to a problem connecting to the Activation server, the
dialog below will be displayed.

The activation error message screen

If the same error continues to occur, and the connection to the Internet appears to be
working correctly (for example the website www.actix.com can be seen using an Internet
browser) try activating manually.

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3.4.3 Activation denied

If the activation process fails and the dialog below is displayed, all the purchased licenses
are in use. Contact your administrator to request the purchase of an additional Actix
product license.

The activation error warning screen

3.5 Troubleshooting Actix Software issues

3.5.1 Terminal Server Sessions
Actix Solutions will not run inside a remote Terminal Server session, even with a valid
standalone or activated license. The software will run if the user logs in directly at the
terminal.

3.5.2 No Lservrc found

If your computer displays the dialog below, a valid license was not found.

Licensing error message

For dongle-based licenses, this could be because:

 the license is temporary and has expired

 the dongle has not been detected

 the license file is not in the Analyzer\Bin directory

If the dongle is properly attached, the unexpired license is in the proper place and the
problem persists, contact Actix Support for assistance.

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For an activated license, this could be because:

 the license is temporary and has expired

 the computer hardware has been modified since the computer was activated

 the Activation.xml file is not here:

%ALLUSERSPROFILE%\Application Data\Actix\Analyzer\

Reactivating using the Machine ID should solve the problem. If the problem persists,
contact Actix Support for assistance.

3.5.3 Clock tamper detection

Actix Solutions are protected against clock reversals. If the clock is reversed, an error
message is displayed.

Clock reversal error message

To correct a computer with a clock reversal problem, contact Actix Support and attach the
diagnostics report. Actix will provide instructions to clear the clock reversal using the
diagnostic utility.

3.5.4 Incorrect trace symbols used on map

After installing Analyzer and opening a map, the trace symbols be ing used may not be
correct (that is, # will be used rather than a solid circle). If this occurs, restart Windows to
allow the MapInfo fonts to be properly registered with Windows.

3.5.5 GeoDict.DCT could not be located

The software displays this message:

The geodictionary file C:\Program Files\Mapinfo Mapx\4.0\GeoDict.DCT

could not be located

This problem can occur because of uninstalling MapInfo Professional after having installed
Actix Software. This problem can re sult in attributes not displaying on the map.
To correct this problem, from the Control Panel's Add/Remove Programs option, select the
Repair option for Actix Software.

3.5.6 Map not displaying correctly

If the map is not displaying the expected area, perform the following actions:
1 From Internet Explorer, select Tools > Internet options > Security.

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2 Set the zone to Internet.

3 Select Custom Level… to open the Security Settings – Internet Zone dialog.
4 Now set Initialize and script ActiveX controls not marked as safe for
scripting to Enable.

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