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Technical Support

If you are experiencing a technical problem with either Registration & Update Manager or CopyMetric Application Programming Interface, you may be able to find a solution in the following Troubleshooting section.

It may be also helpful to review the User Guide and make sure that you followed the instructions in the Implementation Plan section correctly.

Troubleshooting

Problem Solution
HTTP Error 404 - File not found.

(Displayed by browser when trying to access Registration & Update Manager.)
Check if steps 3 and 4 of the Installation Procedure were performed correctly. In particular, make sure that:
  • Execute Permissions property of the virtual directory is set to «Scripts and Executables.
     
  • Web Service Extensions node in IIS Manager has an extension pointing to cmrum.dll file.
     
  • You can view static HTML content located in the virtual directory (e.g. default.htm page) by typing a URL in the browser.
Refer to these articles for information on HTTP Error 404 and some possible solutions:
HTTP Error 500 - Internal Server Error.

(Displayed by browser.)
Make sure your server has ISAPI Extensions enabled.

HTTP Error 500 can also be caused by a number of other reasons, e.g. incorrect directory security settings in case of NTFS.
«account name» cannot create «path» or

«account name» cannot delete «path» or

«account name» denied WRITE access to «path»,

where «account name» is IUSR_«computer name» or IWAM_«computer name» or NETWORK SERVICE.
Give the specified account MODIFY and WRITE access to the directory referred to by «path» as explained in step 7 of the Installation Procedure.

Refer to http://www.microsoft.com/technet for information on built-in accounts in IIS.
Database Error: «description». The solution depends on the description of the error.

In case of a database connection failure, check if the database server is running and review step 1 of the Installation Procedure.
Access denied (displayed after three unsuccessful login attempts). If you know your correct login ID and password, restart the browser and try again.

If you still cannot log in, refer to the instructions on resetting user passwords in the User Management section of the User Guide.
Login prompt appears when user is already logged in. User session is automatically timed out after 30 minutes of inactivity. However, if this happens immediately after login, make sure that your browser is configured to accept cookies.
Empty boxes are displayed instead of graphs. Switch to a browser that supports Enhanced Metafile (EMF) format. For example, Internet Explorer.
Undocumented problem… Email Technical Support.

Please include details of your operating system, IIS and SQL Server versions (if applicable) as well as other relevant information that may help identify the problem.

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