Installing nexacro platform(nexacro browser ver)

Click the "This website wats to install the following add-on' which is at the top of  your borwser.

Click the Install button of nexacro SetEngine.cab install window.

Click  nexacro Launcher.cab  "Install" button .

Client License Error

Phenomenon

If there is License error, the error message appears as above when an  application developed by 
nexacro platform 14 runs.

Cause

• License error occurs when Client License information which is applied to server is different from real accessing domain information.

• License error occurs when Client License file path which is applied to server is wrong.

Troubleshooting

License related error needs to reissue.
License reissue is possible through sales representative.

Client License Error (Expiration)

Phenomenon

If there is License error, the error message appears as above when an  application developed by 
nexacro platform 14 runs.

Cause

Expired error occurs when the term of Client License which is applied to server is expired.

Troubleshooting

License related error needs to reissue.
License reissue is possible through sales representative.

Server License Error

Phenomenon

In server log, there is error message below.
"com.nexacro.xapi.tx.Platform Transaction Invalid licensecom.nexacro.xapi.license.InvalidLicenseException"  or
"com.nexacro.xapi.tx.Platform Transaction Invalid licensecom.nexacro.xapi.license.InvalidLicenseException: License not found "

Cause

This error occurs when Free Tree Trial Server License is expired or does not exist where it should be.

Troubleshooting

1-1. Go to  Free Trial download site
    A. http://support.tobesoft.com/Support/index.html < Downloads < Free Trial
    B. Download the latest nexacro14_server_license.xml.
    C. Replace the nexacro14_server_license.xml file in Server with the latest.
    D. If there is 'License not found' message,  put the 'nexacro14_server_license.xml' into  the server path which
         is called through packet tool.

License Error while uploading xeni excel

Phenomenon

In server log,  There is  'Caused by: java.lang.IllegalArgumentException: Invalid product: 0x50'  error.

Cause

When the Server License is expired, error occurs while uploading excel.

Troubleshooting

1-1. Go to  Free Trial download site
    A. http://support.tobesoft.com/Support/index.html < Downloads < Free Trial
    B. Download the latest nexacro14_server_license.xml.
    C. Replace the nexacro14_server_license.xml file in Server with the latest.

The error that html screen is shown as blank page.

Phenomenon

• This phenomenon is that menu and data do not appear. And screen is shown as blank page.

Cause

This error occurs when Browser mode is checked to other version not to installed version.

Example) IE version 9 : IE > Tools > Developer Tools > Browser mode check to different version which is not installed version , so occur problem.

Troubleshooting

1-1.  Resseting the Internet option 
    A. IE> Tools> Internet Options > Advanced > Click on Reset button.

1-2.  Reinstalling IE after deleting the IE ( Other version will be installed after deleting the IE  according to 
        steps below and then rebooting PC.)

      A. Click Window Start button          and then input 'program and features' in search box and then click
           the 'view installed updates'  on left window 
     B. Go to Microsoft Windows section on uninstall an update lists using scroll down.
     C. Click on mouse right button on Windows Internet Explorer and then click on Uninstall 
         and then click on Yes button on confirm  popup
     D. Click on one of the following:
         • Restart Now - Select this option to complete Internet explorer remove and  restore previous
                                    Internet Explorer.
         • Restart Later

In IE8 when excel file is downloaded, file is saved as zip.

Phenomenon

In IE8 When excel file is downloaded, the file is saved as .zip file.

Troubleshooting

This is bug in IE8 that when excel file is downloaded ,this file is saved as zip file.
Reinstall IE to higher version.
(Install IE above IE9 version using portal and then rebooting PC)

Error that first input value of Edit Box is disappeared.

Phenomenon

When you input value in Edit box, the first value disappears.
For example )  Though you input 123 value, only 23 remain.

Troubleshooting

IE> Tools > Compatibility View Seeings > Uncheck the 'Display all websites in Compatibility View'

When nexacro14_SetupDeveloper runs, Microsoft Visual C++ Runtime Error occurs

Phenomenon

When nexacro14_SetupDeveloper runs, Microsoft Visual C++ Runtime Error message occurs

Troubleshooting

1. Install Microsoft Visual C++ 2005 SP1  Redistributable Package (vcredist_x86.exe)
    http://www.miplatform.co.kr/faq/data/vcredist_x86.exe

2. Start > Run > regedit .  Open regedit and delete key in path below.
    HKEY_CURRENT_USER\Software\AppDataLow\Software\nexacro

Protocol Adaptor Error

Error caused by TimeOut

Cause

• Error occurs in case the data search time is longer than TimeOut time which is assigned to communication.

• Default Timeout value is 30 second in nexacro.

• Verifying way of Timeout value

Phenomenon

Error message occurs after passing a certain time after calling service

Troubleshooting

You need to change value of httptimeout in ADL Properties.
(Please designate maximum time needed for return after calling service.)

Reference

httptimeout Priority

Timeout value is applied according to priority below.
1) designated in script
2) designated in Properties of ADL

Phenomenon in which Internet Explorer is run only by 64 bit in Internet Explorer 10

Cause

1. Structure of internet explorer 8 and later version
IE 8 and later version use multitask that manage frame and tab separately so frame and
window are executed as Independent process so this prevent to close when just one tab has problem like previous version.
Whenever the Tab is opened additionally, the iexplore.exe process is created.

The number of additionally created iexplore.exe process is not limitless.
The number of iexplore.exe process can be controlled in registry HKCU\Software\Microsoft\Internet Explorer\Main - TabProcGrowth

When TabProcGrowth = 0, Frame and tab regions operate in the same process.
When TabProcGrowth = 1 and higher, Frame and Tab regions will be executed separately in the process upon the added numbers.

* When Tab process property is 32 bit, application made by 32 bit can be executed.
Reference Site
http://www.sysnet.pe.kr/Default.aspx?mode=2&sub=0&detail=1&pageno=0&wid=1372&rssMode=1&wtype=0

2. The cause that Internet Explorer 10 64bit is executed
Internet Explorer8 and 9 version can be executed optionally the 64bit or 32 bit Internet Explorer on the 64 bit OS.
When IE is executed as 32 bit mode, Frame and tab can be executed as 32 bit so there is not problem when 32 bit application running.
But when Internet explorer 10 on 64bit os, frame process is executed as 64 bit fixedly.
When 32bit is executed, only 64bit process is executed.
When the TabProcGrowth value is 0, the process of Frame and Tab is executed in the same process so IE is executed as 64 bit.

Troubleshooting 1

After running the bat file which will change the registry value of troubleshooting number 2 below, open 32bit IE again.
http://www.miplatform.co.kr/Miplatform/NewHome/include/includFileDownLoadNew.asp?str_FileDir=A06&str_file_name=201305-A06-00001-Fix_IE10_64bit_RunError.bat&strSourceName=Fix_IE10_64bit_RunError.bat

Troubleshooting 2

Delete TabProcGrowth value from registry value
Delete TabProcGrowth item of the path below Start > Run > regedit
HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\MAIN

* If IE won’t run when TabProcGrowth setting value is deleted, confirm
It exists because there is no specific value in registry; add registry value.
Path: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\MAIN
Name : x86AppPath
Type : REG_SZ
data : C:\Program Files (x86)\Internet Explorer\EXPLORE.EXE 
Reference data : http://www.sysnet.pe.kr/Default.aspx?mode=2&sub=0&detail=1&wid=1372

An ActiveX control on this page might be unsafe to interact with other parts of the page.

Phenomenon

The pop-up alert window appears as below when the program is distributed.

Troubleshooting

1. IE -> Internet Options -> Security -> Custom Level

2. Initialize and ActiveX controls not marked as safe..  -> Check the 'Prompt'
   Script ActiveX controls marked sate for Scripting.  ->  Check the 'Prompt'

●  Reference link 
- Reponse from the Microsft community 
http://answers.microsoft.com/ko-kr/ie/forum/ie11-windows_7/%EC%9D%B4-%ED%8E%98%EC%9D%B4%EC%A7%80%EC%9D%98/12110ebd-2129-485d-b6ec-1baf2938b648
- Web site
https://support.microsoft.com/ko-kr/kb/182598

* This pop-up alert could occur in some
cases, if the error continues, please downgrade the Internet Explorer to the previous
version.

[HTML5] blank page or a part of page is blank

Phenomenon

The error that page is shown blank or a part of page is shown blank in the system composited with Nexacro HTML5 version

Cause

This error occures becase some js files in Temp folder related to Internet explorer settings are damaged

Troubleshooting

Remove all files in temp folder of Internet Explorer

1-1. Internet Explorer -> Tools -> Internet Options -> General Tab -> Settings

1-2. Click 'View files'

1-3. Delete all files in Temporary Internet Files.

1-4.  Access the site and check the page loading is OK

The error that the installation page is repeated.

Phenomenon

The installation page (ActiveX installation) is repeated but the program installation is not installed.

Cause

This problem is occurs when the registry file related to nexacroax14.dll  is deleted by  pc optimization.

Troubleshooting

Access the site after registering the 'nexacroax14.dll' in the registry manually. 

* Windows XP 

Input the text below into Windows Start -> Run 

regsvr32  "C:\Program Files\nexacro\14\nexacroax14.dll"



* Windows Vista,Windows 7,Windows8 or newer version

Input the text below into Start -> All Programs -> Accessories -> Command Prompt 


regsvr32  "C:\Program Files (x86)\nexacro\14\nexacroax14.dll"
(32 bit OS)

regsvr32  "C:\Program Files\nexacro\14\nexacroax14.dll"
(64 bit OS)

How to delete web broswer cache

Internet Explorer8, Internet Explorer9

# 1. [Tools] on the upper right corner -> [Internet Option]
# 2. [General] Tab -> Browsing history ->Click [Delete] button
# 3. Check Temporary Internet files, Cookies and History checkbox -> Click [Delete]

Internet Explorer10, Internet Explorer11

# 1. Tool (gear) on the upper right corner -> [Internet Option]
# 2. [General] Tab -> [Browsing history] -> Click [Delete] button
# 3. Check Temporary Internet files and website files, Cookies and website data, History -> Click [Delete]

Chrome

# 1. "Customize and control" on the upper right corner -> Click "Settings"
# 2. Click "Show advanced settings.."
# 3. Click on [Clear browsing data..] button
# 4. Click on [Clear browsing data...] after checking 'Clear browsing history',
      'Clear download history', 'Empty the cache' and 'Delete cookies and other site and plug-in data'   checkboxes

Mozilla Firefox

# 1.   (Open Menu) on the upper right corner -> Click "Options"  
# 2. Advanced -> Network Tab -> Click [Clear Now]  of 
"Offline Web Content and User Data"

Safari

# 1. Gear Icon on the upper right corner ->"Preferencs.."
# 2. "Privacy" tab -> Click "Remove All Website Data.."
# 3. "Are you sure you want to remove all data ..?" -> Click "Remove Now"

Execution environment error while running nexacro Studio

Phenomenon

The execution environment combo box is disenabled while nexcro Studio running.

Cause

The execution environment of nexacro Studio is enabled according to License Information.
When there is not Tool License, the execution environment menu is disenabled.

Troubleshooting

To use the execution environment menu, input the Tool License.
Input the nexacro Tool license in Tool -> Help -> about nexacro Studio -> Enter New License.

Ways of setting dump when abnormal termination occurs.

Pre-preparation

Needed Utility program to set Dump

windbg

This is kernel debugging program used in Windows. this is provided by MS.
You can verify way to use this from Internet.

File Download

PBD File

nexacro platform have Release version  and ReleaseDebug which is used for Debug.
You can get Release version by purchasing product or download from homepage.



To do Dump, you need ReleaseDebug file.

windbg automatic dump batch file

To set windbg automatic dump, you need files below.

File Download

Backing up the default installation file of nexacro

To do Dump, installed Release module of nexacro should be replaced with ReleaseDebug module.
You need to back up the existing Release module.

Setting Dump

Automatic setting way

Replacing PDB Module

Overwrite the existing nexacro release folder with ReleaseDebug module received from TOBESoft.

Default Path

C:\Program Files (x86)\nexacro\14

Installing windbg

Install downloaded windbg program.

Please finish installation through above steps.

Registering registry

Run reg file matched to user PC OS.
UserDumpSet_Win_32bit_Windbg.reg :  For Window OS 32bit
UserDumpSet_Win_64bit_Windbg.reg : For Window OS 64bit

When a message appears like above, click Yes button.

Creating Temp folder

After setting Dump, files whose name begins with "CRASH_" is created.
Those file will be saved into C:\Temp folder.
(If there is not temp folder, create temp folder manually.)

c:\Temp

After Abnormal termination, Dump file will be created like image below.

Verifying whether the setting of Dump is OK.

Abnormal termination occurs intermittently, so after setting Dump it takes long time until reappearance.
We can verify whether the Dump file is created by running KillProcess.exe which makes abnormal termination .

Run "KillProcess.exe" and then click OK button. Abnormal termination occurs.

Stopping automatic Dump setting

Way to set manually

Running windbg

Run installed WinDbg program.

Verifying WinDbg program

Select Process which you want to Dump on File -> Attach to Process.

Click Ok button after selection nexacro.exe.

Inputting command

Press Enter button after inputting g in command window.

Creating Debug Report

Input following command after stopping WinDbg program caused by abnormal termination.

Press Enter after inputting !analyze -v . (Report generation process)

Creating Dump file

We save report content created by !analyze -v command as dump file.

Press Enter after inputting .dmp /ma c:\Temp\dmp.dmp . (Filename can be changed by user)

Quitting WinDbg

You can quit the WinDbg program after inputting q and then pressing Enter

Analyzing Dump

Analyzing Dump is easy to know whether abnormal termination occurred in nexacro platform or in external program.

Setting PDB PDB Symbol path

Run windbg program and go to [File]  ->[ Symbol file path ]and then set PDB file path.

Opening Dump File

Run windbg program and go to [File] -> [Open Crash Dump] and then select the Dump file.

Verifying report using !analyze -v command

Press Enter key after inputting !analyze -v.

You can verify report after inputting !analyze -v command.

Verifying error module path and information

You can verify the module path and information by clicking MODULE_NAME.

Verifying Call Stack

Verify from bottom to top.

Verifying Stack Information

Solutions to rMateChart error

Trial License is needed

Phenomenon

Trial License is needed

Cause

This error occurs when trial license file is replaced with purchased license after purchasing product while using rMateChart trial product.

Troubleshooting

[Applying as formal product from trial product]
1. Replacing rMateChartH5 directory
  A.  There is  ./rMateChartH5 directory after formal product is unzipped.
  B. Replace  the same directory of trial product with this directory.
       (Overwrite this directory)
  C. In case the directory is changed, you need to replace the changed directory.

2. Replacing the License Key
   A.  There is  ./LicenseKey/rMateChartH5License.js after formal product is unzipped.
   B.  Replace the same file in   ./LicenseKey/ directory  of trial with this file.
   C. In case the directory is changed, you need to replace the rMateChartH5License.js in changed directory.

This host is not authentication.

Cause

This error occurs when License is not reissued after URL information (domain address, IP) of rMateChart is changed.

Troubleshooting

rMateChart License should be reissued, when the IP or domain address is changed or added.
Contact Technical Support Team 1588-7895, or sales representative to request the License reissue.

The licenses of the different product versions.

Cause

This error occurs when applied license version of rMateChart is wrong.

Troubleshooting

In case the license version is different with installed version,
Please receive the same  License version as the installed version