Ticker Tape Agent Troubleshooting Flowchart
Contents
1. Is the Agent looking at the es miaa MCF Can the Agent reach the MCF location Can the Agent read the MCF itself Checking if the Agent software is actively running 1 Start Windows Task Manager using one of the following methods o Secondary mouse click a blank area of the Task bar and select Start Task Manager from the pop up menu o Press CTRL ALT DELETE and select Task Manager or Start Task Manager from the dialog o Press CTRL SHIFT ESC 2 Select the Processes tab 3 If TickerTfapeAgent exe is shown in the Image Name column the Ticker Tape Agent is actively running 1 Windows Task Manager File Options View Help Services Performance Networking Users A AvastUI exe John 00 1 788K avast Antivirus cmd exe John 00 796K Windows Command Processor conhost exe John 00 3 992K Console Window Host csrss xe 00 1 208 K dwm exe John 00 16 804K Desktop Window Manager explorer exe John 06 61 096K Windows Explorer GoogleToolbarNotifier exe John 00 3 012K GoogleToolbarNotifier RapportService exe John 00 28 784K RapportService regedit exe adm John 00 2 040K Registry Editor taskeng exe John 00 1 924K Task Scheduler Engine taskhost exe John 00 1 708K Host Process for Windows Tasks taskmor exe John 00 3 744K Windows Task Manager TickerTapeAgent exe John 00 2 120K Used to display scrolling message under control of Tick vmware exe John 00 9 328K VMware Workstati2. File Edit View Favorites Help PhotoPropertyHandler a Name Type Data Prti BB Default REG_SZ value not set aae ab avast5 REG_SZ C PROGRA 1 ALWILS 1 Avast5 avastUL exe nogui 2 ee ab Checkin REG_SZ c windows ci bat Ink ab googletalk REG_SZ C Program Files Google Google Talk googletalk exe autostart i Reliability RenameFiles ab KeePass 2 PreLoad REG_SZ C Program Files KeePass Password Safe 2 KeePass exe preload ab Ticker Tape Agent C Program Files AmberSoftware co uk Ticker Tape Agent Tickerl apeAgent exe M ab UpdateManager REG_SZ C Program Files Common Files Sonic Update Manager sgtray exe r i OptionalComponents 5 d RunOnce ab Windows Mobile Device Center REG_SZ Sowindir s WindowsMobile wmdc exe J Setup ab ZoneAlarm Client REG_SZ C Program Files Zone Labs ZoneAlarm ziclient exe do SharedDLLs Shell Extensions E ShellCompatibility d ShellServiceObjectDelayLoad Sidebar SideBySide 4 SMDEn i SMI omputer HKEY_LOCAL_MACHINE SOFTWARE Microsoft Windows CurrentVersion Run Method 2 Use the command line 1 Start a command prompt a Inthe Start Run box or the Search programs and files box in Windows 7 type cmd and press enter 2 Atthe prompt type either reg query HKLM Software Microsoft Windows CurrentVersion Run v Ticker Tape Agent and press enter OR if your machine is running a 64 bit O S type reg que
3. Administrator software allow them to at least Read and Write files in the directory the recommendation is to set the permissions as per the screen shot below as well as setting them for a Group rather than individual users as per Microsoft best practice Ticker Properties 21x General Sharing Customize Group or user names 8 Administrators DEVELOPMENT Administrators f CREATOR OWNER 8 Users DEVELOPMENT Users Add Remove Permissions for Ticker Tape Administrators Allow Deny List Folder Contents Read O O Read amp Execute oO O m write g gl For special permissions or for advanced settings Advanced click Advanced Cancel Apply Check and correct the permissions on the Message Control File location cont d Check to ensure that the permissions for the users who will be using the Ticker Tape Agent software effectively everyone else allow them to at least Read files in the directory but ensure that the Write Modify and Full Control permissions are not selected as per the screen shot below Note also that in this case the permissions are inherited from parent directories hence the checked boxes being greyed out General Sharing Securty Customize Group or user names 4 Administrators DEVELOPMENT Administrators fI CREATOR OWNER 7 SYSTEM Fis Ticker Tape Administrators DEWELOPMENT Ticker Tape Pid Users DEVELOPMENT Users Add Remove Permis
4. IPE File and Folder Tasks fm Rename this file E Move this file Copy this file Publish this file to the Web E mail this file Send To G X Delete this file Cut Create Shortcut Other Places Delete Rename 4 usmehfileO2 d Now ona blank area of your desktop secondary mouse click and select Paste i Ifthe file copy succeeds then the Agent machine can successfully read the file ii If the paste operation fails with an Access Denied error then although you can see the file the actual content of it cannot be read which indicates the permissions on the Message Control File location are incorrect Error Copying File or Folder amp 9 Cannot copy TickerTapeMessage Access is denied Make sure the disk is not full or write protected and that the file is not currently in use Check and correct the permissions on the Message Control File location Warning The steps here include altering permissions on shares and directories which may impact any other users of the locations Additionally the steps here may differ slightly depending upon the Operating System in use your companies security best practices or other factors in your environment If in doubt please seek advice When correctly configured the permissions on the MCF location should be such that the user using the Ticker Tape Administrator software is able to both create and write to files within the loca
5. Ticker Tape Agent Troubleshooting Flowchart Ticker Tape is designed to be as intuitive to use but given its nature it does requires some initial planning configuration and if not using the Deployment Wizard to deploy the Agent a little technical knowledge to ensure that the deployment of Agents to workstations across multiple physical locations goes as smoothly as possible The concepts behind the Administrator and Agent software and their initial configuration are explained in the Getting started with Ticker Tape document and the in built Help but invariably there will be times when things just don t work as you expect them to despite closely following the available documentation This guide will hopefully help you quickly pin point what the actual issue may be so that it can be corrected The flow chart on the next page will guide you through the areas to check and were necessary detailed step by step instructions and guidance can be accessed for a particular flow chart step by using the book hyperlink RO If after reviewing the trouble shooting flowchart you are still having issues with Ticker Tape please don t hesitate to either submit a support ticket at http www ambersoftware co uk helpdesk or send us an email at support ambersoftware co uk Workstation rebooted since Agent meee worksta iai in Registry Run key present poker Tape Agents Is the Agent actively running
6. Type exit and press enter to close the command prompt Can the Agent read the Message Control File MCF itself First using the instructions in the previous section determine where the Agent is configured to look for its Message Control File a The MCF location is the text after the MESSAGEFILE part of the command line In the example above this is a Windows Share called USMCHFILEO2 Ticker without the quotes In the Start Run box or the Search programs and files box in Windows 7 type the MCF location and press enter a Windows should show an Explorer dialog with at least one file possibly two in it if an error message is shown instead indicating that the location could not be found double check that you ve type the MCF location name correctly if you have the issue may be that the Agent simply can t contact the MCF location at the moment due to a connectivity issue or permissions b Inthe Explorer dialog there should be a file called TickerTfapeMessage tta i Note that the file may just appear as TickerTapeMessage depending upon your computers configuration c Secondary mouse click the file and from the pop up menu Select the Copy option ticker on usmchfileO2 SEE File Edit View Favorites Tools Help wy a S a Search W Folders Ei Address LY usmchfileO2 ticker Tt Stickers a TTA File OKB Tiai 1 Make Available Offline Open With
7. ent exe MESSAGEFILE UKMCHFILEO2 TIC 7 Ifthe command looks correct click the OK button and then use the close button in the top right of the Registry Editor window to close the Registry Editor 8 Now the next time the Ticker Tape Agent starts at the next machine reboot it will create a debug log file called TickerTapeAgent log in the machines temporary area
8. heckin REG_SZ c windows ci bat Ink do PropertySystem i J Reliability ab googletalk REG_SZ C Program Files Google Google Talk googletalk exe autostart ID RenameFiles ab KeePass 2 PreLoad REG_SZ C Program Files KeePass Password Safe 2 KeePass exe preload 25 Ticker Tape Agent REG_SZ C Program Files AmberSoftware co uk Ticker Tape Agent TickerlapeAgent exe M OptionalComponents soo J RunOnce d Setup le Zone Labs ZoneAlarm ziclient exe wd SharedDLLs dO Shell Extensions ShellCompatibility wow ShellServiceObjectDelayLoad Sidebar d SideBySide ai SMDEn aD SMI S Com p uter HKEY_LOCAL MAC HINE SOFTWARE Microsoft Windows CurrentVersion Run SDE Common Files Sonic Update Manager sgtray exe r Edit String f WsMobile wmdc exe Ticker Tape Agent 4 Carefully press the End key once to ensure that the cursor is at the far right hand of the Value data text box if you accidentally hit another key replacing the current Value data text box contents click the Cancel button to discard the changes and go back to step 3 above 5 Dependent upon Agent version the text box may already contain the text nodebug if so alter it to just say debug and skip to step 7 6 Press the Space key once and then type debug so the end of the command is similar to the following Edit String nee Value name Ticker Tape Agent Value data icker TapeAg
9. ions are used together it s the norm to open up the Share permissions to all and then allow the folder level permissions to dictate the actual permissions the users have This makes determining the access permissions users have more consistent and predictable Enabling debug logging Warning The steps here include using the Windows Registry Editor which if used incorrectly has the potential to cause serious issues with your computer which may not be recoverable If in doubt please seek advice 1 Start Registry Editor a Inthe Start Run box or the Search programs and files box in Windows 7 type regedit and press enter 2 Browse to the Run keys of the Local Machine Registry branch a Expand HKEY_LOCAL_MACHINE then b Expand SOFTWARE then c If your machine has a 64 bit Operating System Expand Wow6432Node d Expand Microsoft then e Expand Windows then f Expand CurrentVersion then g Select the Run key 3 Then in the right hand pane of the Registry Editor double click the Ticker Tape Agent name to show the Edit String dialog with the Ticker Tape Agent start up command fully selected ay Registry Editor SB s File Edit View Favorites Help i ai PhotoPropertyHandler Name Type Data ds ee ab Default REG SZ value not set gt id R Sa j ab avast5 REG SZ C PROGRA 1 ALWILS 1 Avast5 avastULexe nogui naan Review peter ab C
10. on vmware tray exe John 00 1 608K VMware Tray Process vmware vmx exe O01 11 568 K winlogon exe 00 796 K wuaucit exe 00 676K Windows Update zidient exe 00 2 572K ZoneAlarm Client EP Show processes from all users End Process Processes 52 CPU Usage 14 Physical Memory 47 Check that the Ticker Tape Agent run key is present in the Registry Use one of the two methods below to check for the existence of the command that launches the Ticker Tape Agent in the Windows Registry during machine start up Method 1 Use the Windows Registry Editor Warning The steps here include using the Windows Registry Editor which if used incorrectly has the potential to cause serious issues with your computer which may not be recoverable If in doubt please seek advice 1 Start Registry Editor a Inthe Start Run box or the Search programs and files box in Windows 7 type regedit and press enter 2 Browse to the Run keys of the Local Machine Registry branch a Expand HKEY_LOCAL_MACHINE then Expand SOFTWARE then If your machine has a 64 bit Operating System Expand Wow6432Node Expand Microsoft then Expand Windows then op Q290 5 Expand CurrentVersion then g Select the Run key 3 If installed correctly in the right hand pane of the Registry Editor you should see a Ticker Tape Agent entry similar to that hi lighted below a ay Registry Editor
11. ry HKLM Software Wow6432Node Microsoft Windows CurrentVersion Run v Ticker Tape Agent 3 Ifthe Ticker Tape Agent run key exists in the registry its content will be listed showing the full command line used to start the Agent including the location it s configured to look to for its Message Control File 4 Type exit and press enter to close the command prompt Confirm the location that the Agent is looking at for its Message Control File MCF 1 Start a command prompt a Inthe Start Run box or the Search programs and files box in Windows 7 type cmd and press enter 2 Atthe prompt type reg query HKLM Software Microsoft Windows CurrentVersion Run v Ticker Tape Agent and press enter OR if your machine is running a 64 bit O S type reg query HKLM Software Wow6432Node Microsoft Windows CurrentVersion Run v Ticker Tape Agent 3 Ifthe Ticker Tape Agent run key exists in the registry its content will be listed showing the full command line used to start the Agent including the location it s configured to look to for its Message Control File as highlighted below Ge cmd exe amp x C gt reg query hkilm software microsoft windows currentversion run v ticker tape agent HKEY LOCAL MACHINENsoftware microsoft windows currentvers ion run ticker tape agent REC_SZ C Pronmam Files AmberSoftware co uk Ticker Tape Agent TickerTap eAgent exe MESSAGEFI LE USMCHFILEG2 TICKER 4
12. sions for Users Allow Dery Full Control Modify Read amp Execute List Folder Contents Read Write For special permissions or for advanced settings Advanced click Advanced Oogeoo Cancel Apply If appropriate check the MCF location Share In the Ticker Properties dialog opened above select the Sharing tab and check that the folder is shared and that the Share name is as expected TickerSite in this instance Ticker Properties 2 x Permissions for TickerSite x General Security Customize Share Permissions You can share this folder with other users on your Group or user names network To enable sharing for this folder click Share this folder C Do not share this folder Share this folder Share name TickerSite Description zi Add Remove User limit Maximum allowed Permissions for Everyone Allow Deny C Allow this number of users 4 To set permissions for users who access this folder over the network click Permissions To modify how people use the content while offline click Offline Settings Dine Settings New Share OK Cancel Apply Cancel Apply Full Control Change Read b Press the Permissions button and check that the share permissions for the Everyone group are set as per the screen shot Note that where Share permissions and folder level permissions NTFS permiss
13. tion while the Agents effectively everyone else can only read the files within it Note that for this example these instructions are based upon the MCF location being stored at USMCHFILEO2 cS Applications Ticker which is accessed by the Agent computers via a Windows Share called USMCHFILEO2 TickerSite you ll need to adjust the locations accordingly to fit your own environment and ignore the Share portion of the instructions if you re not using a Windows Share 1 Check the existing MCF location NTFS permissions a Log into the USMCHFILEO2 server as an appropriate administrative user and browse to the parent directory of the MCF location in this case C Applications b Secondary mouse click on the Ticker directory and from the pop up menu select the Sharing and Security option if C Applications Oj x File Edit View Favorites Tools Help ae Q Back F P Search Folders X 19 m Address jo C Applications gt Go Fastswap File Folder 07 02 Lockstep File Folder 07 07 ee Ticker File Folder O7 02 _ Xenon Open File Folder OF 02 Explore Search Sharing and Security Send To gt Cut Copy Create Shortcut Delete Rename Properties Displays th properties For sharing the selected Folder 7 c Inthe resultant dialog select the Security tab and ensure that the permissions for the users who will be using the Ticker Tape
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