General

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Unless otherwise stated, technical support information is based on the latest version of Qudos 3. Qudos 3 is a web application - which offers a great deal of advantages, including; time and cost savings in roll-out, ease and flexibility of remote access, and reduced maintenance. However, its performance may be affected by other factors in or controlling the web environment e.g. your browser, Windows server settings, security and content management software.

	Compatibility

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Browser
Qudos 3 is compatible with Internet Explorer version 8, 7, or 6 with SP2. It is not currently recommended to use other browsers. Qudos 3 legitimately uses pop-ups for calendars and other forms. The users' IE Pop-up blocker should be set to 'Always allow pop-ups from this site' for the site hosting the Qudos 3 application.

Third party toolbars
These can cause problems with web applications such as Qudos 3 and it is recommended that they are configured to allow normal operation, or switched off if not required.

Multi-lingual data entry
Qudos 3 has a SQL Server database with text entry fields formatted for unicode data - which means that they may accept the extended set of characters needed for multi-lingual support.

	Support Options

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Qudos 3 has extensive Help files with numerous "How to..." sections that explain key activities. From any major form, press the F1 function key to get context-sensitive help.

Guide Books 3 PDF Guide books are included on the product DVD:

    * Admin Guide - For installation, configuration, and security
    * Users Guide - For general use
    * Guests Guide - To guide guest users on navigation and accessing documents.

For hosted customers, these files are emailled to your nominated contacts at the start of your hosting period. For all customers, any updates to these guide books are emailled to your nominated contacts.

Online Resources - see below.

	Online Help Resources

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The following articles focus on possible issues relating to components in the web environment.

TSA0001: Icons not displaying in reports
TSA0002: Being 'timed-out' or denied access to modules in less than the set time-out period
TSA0003: Error Message - The specified string is not in the form required for an e-mail address
TSA0004: Unable to display documents with particular file extensions
TSA0005: No tab controls / Unable to scroll to see all parts of form

If none of these answers your query, your nominated contact person(s) may request direct support by telephone or using the Technical Support Request Form. Technical support is free for current maintenance subscribers.

Articles

TSA0001: Icons not displaying in reports

Qudos 3 uses Crystal Reports for generating reports.

1. Security access to the report viewer files - ensure the NETWORK SERVICE account and IIS Users have read access to sub-directories and files under C:\inetpub\wwwroot\aspnet_client\system_web (and d:\inetpub\wwwroot\aspnet_client\system_web etc if you use another drive);
2. Ensure that IIS does not prohibit access to the sub-directories and files under \inetpub\wwwroot\aspnet_client\system_web; and
3. Ensure that the Qudos 3 application is in the same drive and directory structure as the Crystal viewer files e.g. if Qudos 3 is installed in D:\inetpub\wwwroot\Qudos then the C:\inetpub\wwwroot\aspnet_client and C:\inetpub\wwwroot\webctrl_client directories and files should be copied to D:\inetpub\wwwroot\.
4. Check the registry to verify the correct drive is referenced:
   Key Name: HKEY_LOCAL_MACHINE\SOFTWARE\Business Objects\10.5\Report Application Server\InProcServer\LocalConnectionMgr\ConnectionDirectoryPath
   Type:REG_SZ
   Data: c:\ (or alternative drive depending upon your installation)

If the above fails then copy the 'aspnet_client' folder from '\Inetpub\wwwroot' to '\Inetpub\wwwroot\website-name' - in this case, to the Qudos 3 folder.

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TSA0002: Being 'timed-out' or denied access to modules in less than the set time-out period

Qudos 3 has its own time-out setting in the Management Console. This is typically set to 30 or 60 minutes. As a web application, Qudos 3 may also be affected by settings in IIS.

This issue may be caused by time-out settings in IIS being lower than the time-out setting in the Qudos Management Console. There are time-out settings in several places in IIS. If they are all set to 1 minute more than the Qudos setting, the problem should be solved. Further details are available in the PDF document TSA002-Notes for IIS Settings.

Download PDF document TSA0002

The document includes screen shots for both IIS6 and 7. The screen shots are for a time-out of 30 minutes. This should be adjusted to suit your installation.

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TSA0003: Error Message - The specified string is not in the form required for an e-mail address

The error message is advising that the email address is not in an appropriate format - typically that means no @ or no '.extension', or an accidental space has been entered. If additional recipient addresses are pasted or typed in, its also possible the error is caused by there being no semi-colon divider between them. The first step is to verify that the addresses are correct.

If the error message appears in the error log of the QS3 Notify program, check the email field in database table tblPeople.

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TSA0004: Unable to display documents with particular file extensions

When a web application such as Qudos 3 attempts to display a file from a server, that file is served to it by IIS. Problems may occur when the required file type is not registered in IIS. Information on checking and registering new file types is provided in this PDF document.

Download PDF document TSA0004

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TSA0005: No tab controls / Unable to scroll to see all parts of form

All forms in Qudos 3 should be completely viewable in a 1024x768 resolution monitor. There should be no need to scroll vertically as forms are provided with tab controls to access addtional areas where needed. If Forms do not fit vertically, the most likely reason is that tab controls are missing or not functioning. Although Qudos 3 is primarily a .net 3.5 application, in some copies, the earlier .net framework 1.1 is specified for tab control. The issue can be caused by one of the following:

1. You don't have the .net 1.1 framework installed.
   Solution - (A) install .net 1.1 and service patches - available as a free download from Microsoft - or - (B) change the web config setting to specify the later version of the .net framework (contact Qudos tech support for instructions).
2. The web control components are not in the same drive/directory structure at the application (e.g. if the application is installed to the d: drive while the controls files are on the c: drive.
   Solution - copy the c:/inetpub/wwwroot/webctrl_client directory (with the web control files) to the same drive and structure as the application.
3. Security settings prevent access to the directory with the control's files
   Solution - provide the NETWORK SERVICE account with read access and ensure IIS does not prohibit access.
4. With Windows Server 2003, .net 1.1 framework may have been installed with IIS but not properly registered.
   Solution - uninstall and re-install asp.net components
5. Everything above does not apply but it still doesn't work.
   Solution - Within IIS, select the webctrl_client directory, right click the mouse and select Convert to Application. Ensure it is set to .net 1.1 and given its own application pool.

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