cyber train powered by Visibility Software
Help & Support Center
Search:
Contents
:
IndexBookmarkPrint

Home > Product Support > Technical Guides > Troubleshooting

Troubleshooting



Technical Issues - Quick Checklist
Feature Specific Issues
Various Symptoms & Solutions
Installs on Windows 2008 R2 Running IIS 7.5

Technical Issues - Quick Checklist

Back to the Top

  •  Check Technology Requirements  to verify that the technology being used for Cyber Train is the currently recommended infrastructure.

    • ​​

  • Permissions
    1. Folder permissions for Cyber Train. IUSR, IIS_IUSRS, Network Service all need modify permissions on the folders.
    2. Check the registry permissions. IUSR, IIS_IUSRS, Network Service all need full control permissions on our registry key.
    3. SQL account permissions. User should be in the ‘public’ and the ‘dbo_owner’ groups and the password used shouldn’t have any special characters (%&^*:;)
  • ASP.NET Versions installed
    1. .NET 3.5 SP1 needs to be installed for Cyber Train
    2. .NET 4.0 is required for the scheduled reports to run in report writer (This is in addition to 3.5 SP1)
    3. If these tools were not installed on the server originally, you may need to run the "aspnet_regiis - i" command from the command line to register the new framework with IIS. The application pool in IIS might also need to be changed to suppport the new .NET framework.
  • Application Pool
    1. Make sure the .NET Framework version=.NET Framework v2.0.50727 and Managed pipeline mode=Classic. Right click the application pool and check Advanced Settings set Enable 32-Bit Applications to True and Identity to NetWork Service
  • Check the size of the Cyber Train transaction log.
    1. Anything over 500MB will require the log to be shrunk
  • Check the error log in Cyber Train and the windows application event log on the server.
  • Check to see if there is available disk space on the SQL server.
  • Check the compatibility level in SQL.
    1. After connecting to the appropriate instance of the SQL Server Database Engine, in Object Explorer, click the server name
    2. Expand Databases, and select CyberTrain
    3. Right-click CyberTrain, and then click Properties.
    4. The Database Properties dialog box opens.
    5. In the Select a Page pane, click Options.
    6. The current compatibility level is displayed in the Compatibility level list box. If it is set to something referencing SQL 2000, change the compatibility level to ‘SQL Server 2008(100)’; however, first ensure that no one is using the database when the change is made because any queries could return wrong data.

    Feature Specific Issues

    Back to the Top


    Symptom: Codes or records are added to the system but the page refreshes and nothing is saved.
    1. Generally you will see this if you export and import tables from on SQL to another but this could occur at other times as well. The root of the issue is that the 'Identity Specification' is set to No.
    2. To Fix: Go to SQL Management Studio and right-click/Design on the table with the issue. Highlight the column Seq and look at the properties which appear. They should be set to Yes.If it is set to No, edit the Identify Specification to set it to Yes and save the table.
    Symptom:If reports scheduled to send out of Report Writer are sending multiples (1 to the first email address, 2 to the second email address, 3 to the third address, etc.). Edit the report and replace semi-colons between the addresses with commas.

    Symptom:If an error appears when accessing the login page.
    1. Check to make sure IIS is pointing to the correct folder
    2. Check to make sure the program is connected to the SQL database (will be a 404-error if not working)
    3. If you can't get to the login screen (no error but just nothing happens), access the SQL database and edit the Setup table and change the field EnableSSO to N. This will turn off Single Sign-On feature and allow the login page to appear. Once it appears, refresh the database by pressing the "?" icon and launching the refresh from the following page.

    Symptom:If an error appears when logging into the system
    From the login page, press the "?" icon and refresh the database from the page which appears

    Symptom:When logging in, the page refreshes but does not log into the system.
    There is a missing Security Group assigned to the user who is attempting to log into the system. Log in as a different user then go to Admin > Security > User Security and edit the user account to assign a group to the user.

    If there is no user which can log into the system, go directly to the SQL database.
    1. Edit the LoginGroup table to ensure there is at least 1 value. If there is no value, insert a record and fill in the GroupName field. This will create a group which the user can then be assigned to in security.
    2. Edit the Login table to ensure all users have the field for LoginGroup completed with a value which matches something in the LoginGroup table.

    Symptom: After applying an upgrade, when logging in the page refreshes but does not log into the system. It could be that the scripts needed to complete the upgrade didn't correctly update. To test this:
    1. Log into the server where Cyber Train is installed
    2. Go to the CrScripts folder and open the file 'UpdateLinebyLine.sql'
    3. Scroll to the end of the list that says ALTER TABLE and pick the last one on the list. For version 5 this is ALTER TABLE CertCodes ALTER COLUMN decimal(18,2)
    4. Log into the SQL management tool and access the Cyber Train database
    5. Select to run a query and type in the statement which should have been part of the upgrade.
    6. The page should do one of three things:
      7.
      1. Add the field to the table - this would indicate that something is wrong with the connection string to the database. Rerun the webconfig.exe in the root folder to reconnect the database and try again.
      2. Present with an error that the field already exists - this would indicate that something is wrong with the connection string to the database. Rerun the webconfig.exe in the root folder to reconnect the database and try again.
      3. Generate an error as to why it cannot add the field to the table - Use the error message to determine the issue with the update

    If an error is generated when performing the test in SQL, use the error message to troubleshoot further. Remembering always that if you are accessing the database using an SQL login it may not be the only login with credentials or programs connected to the database. Checking with a DBA related to anything connected to the database may be needed.

    Various Symptoms & Solutions

    Back to the Top



    Symptom: Gray pop-up error message at the very end of the installation
    This occurs if the .NET Framework 3.5 from Microsoft isn’t installed on the web server. The installation runs a small .NET program at the very end of the installation and it will fail if the Framework isn’t installed. The installer will also roll back everything that was done to that point so a “partial” installation isn’t possible.

    Symptom: When launch Cyber Train, a 404 – Page Not Found Error appears
    First, check the Cyber Train installation folder; it should have the folder structure seen below. If the files seem to have been installed correctly, open up Internet Services Manager; find the Cyber Train virtual directory or website and right click properties. If there is a tab in that says “.NET Framework”, go to that tab and make sure that the .NET Framework 2.0 is chosen, not 1.1. If .NET Framework 2.0 is already chosen, please call Support for additional assistance.

     
     
     
     
     
     
     
     


    Symptom: When logging in as admin/ctadmin, a “Registry access – permission denied” error appears. To resolve this issue, perform the following steps.
    1. Go to Start/Run on the Cyber Train web server
    2. Type regedt32 and click OK
    3. Go to the HKEY_LOCAL_MACHINE window
    4. Navigate to the Software\Visibility Software\Cyber Train key, for 64 but operating systems you will also need to modify this key Software\WOW6432Node\Visibility Software\Cyber Train
    5. While highlighting the Cyber Train node, click Security/Permissions in the menu bar
    6. Make sure that the NETWORK SERVICE user (in Windows2003) has Full Control over this particular registry key and click OK
    7. For Windows 2008 and greater IUSER, IIS_IUSRS, Network Service all need full control permissions on our registry key.
    8. Close regedt32
    The server does not have to be rebooted at this point. Try to login again.

    Symptom: Any type of “Accessed Denied” message regarding a particular file or folder
    Once Cyber Train has been installed, the IUSER, IIS_IUSRS, Network Service users must be given at least “modify” access to the Cyber Train installation folder, which by default would be C:\program files\visibility software\cyber train or C:\program files(x86)\visibility software\cyber train for 64 bit operating systems. These permissions should be set during the installation but should be checked if “Access Denied” messages continue to appear. Also, the folder C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files on the installation machine must be given “modify” access by the IUSER, IIS_IUSRS, Network Service users.

    Symptom: Images do not load
    Enable the Static Content and Application Development > ASP.NET under the Web Server / IIS Role