Troubleshooting Guide for Network Installations
Contents
1. or server based install Tell us whether the MANAGER SERVICE and number word shark shared are all on the same server or otherwise Tell us what server client OS you have and wired wireless both wired and wireless Whether physical or virtual server clients may also help If you can sign into Wordshark as an administrator please Go to Help About release 5 00 or File Version release 4 10 menu and quote the exact release e g Wordshark 4 10 05 102 It is particularly helpful to include a screenshot see example Go to the Admin Advanced Features Create a zipped copy of the wordshark shared folder menu and choose the anonymously option to remove personal data A zipped folder is created on your Desktop Please email this to us even if phoning Otherwise find the wordshark shared folder on the server If any of the following are present within this folder please zip them up and email them to us A Diagnostics folder A Config folder A D9SLD83 xml file If phoning us please be ready leave your name and contact details and best times means of contacting you as we may be helping other customers Tell us if you are a visiting technician with a specific visit timeframe We can contact via email Skype landline and UK only mobile phone 6 Page2. Sup Senne f Array Taas wee Coso Manage 2 Network Port 9001 not available for the program to use Try a different port The program may start to install but then fail and roll back Open the MANAGER program On the Service Details tab change the Service Port to an unused number As with any change restart the SERVICE and MANAGER using the Start button shown below and the Restart Manager button ASOP SERVER Operatia Met mda or og server VMustibers OF SERVER Opemtoral hneotks 0n cp serer Wormer anc aS Woe OP SERVER Operstional Neneates on op server Aioria 45 2014 fw ten Cece Ses ran Danaca White Spaca Dagana hecourt loc Syer Sewera 007 Paoi Sano Tige Atomase Show Unrsarages maun Qose Menage ond Soo race tareeg 3 Exemption Lists If your network restricts the executables that users may run and depending on your network security you may need to allow execute permission to Wordshark4nrun exe in the wordshark programs folder and javaw exe in the wordshark programs bin folder before running See also Error Code 10 below 4 Error Code 9 Most commonly results from a desktop icon whose Properties Start in address does not point to the server wordshark shared folder Correct this restart the SERVICE and MANAGER Attempt to run the program again 5 Error Code 10 displaying results from incorrectly set permissions Check back to Section H of the Installation Guide
3. keyboard the default for user names to be shown on the right of the sign on box must be left on The user can then be selected from the list as the standard onscreen keypad does not include accents Adding your own keypad does not work as these will only appear in games when the accents are required for words within the lists 21 For any other issues use the search facility at www wordsharksupport co uk and if unable to locate the solution please contact Support with the details listed on the next page 5 Page Contacting Support Phone 020 8748 1170 Outside the UK 44 208 748 1170 Email support wordshark co uk www wordsharksupport co uk Skype Not always available wordshark support So that we are better able to respond helpfully please be ready to provide these details diagnostics 1 2 13 14 os 16 Quote your Organisation School and Location as per your license details WORDSHARK Include a phone email for us to contact you Buia Check you know which MANAGER you are using shown on BN TA en een the top menu bar or in Control Panel add remove programs Fe Look for White Space Network Management NNNN where NNNN version number cae eee Lid Ensure you have screenshots details of any error wwew wordshark co uk amy ree P messages seen Check your server Event Log Screenshots of suspect areas may help us to pinpoint the issue Tell us whether you are performing a client based
4. need to install the SERVICE and MANAGER and activate the licence 11 Error 1325 This is normally solved by ensuring you use UNC paths as recommended instead of a mapped drive 12 Error Code 2711 This occurs if you try to install a C Client where one is already present on the client machine 13 Program Closes at Launch Wordshark requires a working sound card Windows 7 and Windows 8 clients soundcards are often disabled if speakers headphones are not plugged in switched on Wordshark will attempt to display an error message if unable to access a working soundcard but close after 10 20 seconds on the initial splash screen See also www wordsharksupport co uk network fizzle after splash screen html 14 Slow loading If the program takes more than approx 15 seconds to load to the login screen then this is often a symptom of a network overload If you have carried out a Server based Install consider moving to a Client based Install instead See the Special Situations document at www wordshark co uk support net410 version 4 or www wordshark co uk support net500 version 5 15 Updating VERSION 4 10 During the lifetime of this version updates to the SERVICE and or MANAGER may be issued You may use the server Control Panel Programs amp Features to check for SERVER or MANAGER updates This also displays the current version and update URL Updating VERSION 5 00 During the lifetime of this version updates will be issued periodicall
5. www wordshark co uk support net500 Note that Impero Ranger or standard Windows networks using MS File Screen Manager may also experience this during OR gleanse AFTER install if the path to White Space Ltd has not been added to the Exemptions List See also Exemption Lists above 6 Error Code 56 The program is unable to see read our files This usually means that there is an issue with the sharing permissions of the mapped drive or it has been hidden with a used inappropriately 7 Error Code 59 This commonly happens if the folder wordshark shared has been moved without similarly changing the path in the start in and in the MANAGER Correct this Restart the MANAGER and SERVICE and attempt to ACTIVATE the program using the Activate button on the appropriate software product 8 Error Code 66 Check if NOT on Active Directory that the server and clients are set to the same time zone and time within 5 minutes 9 Error Code 69 The licence was unable to be validated Check that the White Space Lid folder wordshark programs and wordshark public have read permissions Most other reasons for this issue were identified and are self repaired in MANAGER 1 0 2 8 and later Please uninstall your MANAGER and download the latest from www wordshark co uk support net410 version 4 or www wordshark co uk support net500 version 5 10 Error Code 70 The licence has not yet been activated As part of the install process you
6. Wordshark and Numbershark 4 10 and Wordshark 5 00 Troubleshooting Guide for Network Installations Revision Dated 23 June 2014 The latest revision of this document may be uploaded from www wordshark co uk support net410 or www wordshark co uk support net500 This document applies to Wordshark and Numbershark and is applicable to Release 4 10 and 5 00 Where Wordshark is referred to read as Wordshark or Numbershark depending on your program as both are technically similar If this document does not help you to solve any issue please collect the diagnostics listed on the final page of this guide and provide these when contacting us 1 The SERVICE and MANAGER fail to install or run perhaps with Error 1920 Failed to start White Space service or Unhandled Exception This can be for several reasons and the server Event Viewer often helps to trace the cause a You were not signed on with Domain Manager Admin Rights You need such rights to enable to SERVICE to install run make the necessary registry changes The program may start to install but then fail and roll back If the install of the MANAGER fails and rolls back possibly with a timeout waiting for Service or similar displayed in the Event Viewer reinstall but mid install ensure you add your username password to the screen where you previously chose Log in as Local Admin If this fails then first open the Services on the host server and re ru
7. ce Ltd Networks Wordshark 5 should contain 1 Default value not set 2 Code Should be WC for Wordshark 5 For other programs NC for Numbershark 5 NB for Numbershark 4 10 WB for Wordshark 4 10 3 EPN Should be a set of digits Contact Support if this is empty 4 SharePath Requires a UNC path finishing wordshark shared numbershark shared as appropriate NOTE that if it finishes wordshark shared then try removing the final as this has been the issue in a small number of cases 5 Restart the MANAGER and within the MANAGER click on the Files and Folders tab to Save and Restart Service to allow both to repoint to the correct location of the programs folder wordshark shared d The SERVICE fails for any reason ZIP aoe a Restart the SERVICE To restart open the Manager and click the Start button on the Service Details tab b We advise you monitor this If it fails again for no apparent reason please contact us without restarting the service so we can diagnose the reason e Activation Fails This is normally due to proxy settings preventing access Ensure you are using the latest MANAGER select the Proxy tab and sign on with the proxy server username and password MOF SRT OT I yee eat Het wet oop eerver antares ATR Opmer ae Mant tes or rage meri iama We VER Oper pene laneeny oop sere Merrnnne af ft PEOP ar Ce ee OR Prony Duind mee tame Pey Ua aaae Cues Manager and
8. ed 18 Warning Messages to Wordshark Staff If the program detects an issue it is unable to self repair it will flag this message to Wordshark Administrators and Teachers v4 10 Administrators and Sub administrators and later to all users 4lPage This program has encountered a problem Please contact your network manager in order that the program continues to run Trouble shooting guide www wordshark co uk support net500 If this message is reported to you contact us with the items listed at the end of this document so that we can start diagnosis and repair before the program malfunctions Please do not restart the SERVICE see next point below until we have replied If the above message is not acted on promptly the program may stop functioning displaying a message This Wordshark installation is no longer able to run Please contact your network manager Trouble shooting guide www wordshark co uk support net500 At this stage you will NOT be able to access the trouble shooting information within the program so it will take longer to diagnose and repair the issue 19 Lost Passwords If staff forget their passwords sign onto the program and reset using your user details you created at section L 3 of the installation guide Further guidance is given in the Teachers Manual or visit www wordsharksupport co uk and search for Lost Password 20 Usernames with non English characters VERSION 5 ONLY If using an English
9. n the MANAGER MSI This time as soon as the service White Space Network Management opens click on its properties and ensure you enter the correct login credentials including username password for Local Admin Domain Manager b NET Framework 3 5 is not installed This is used by the Manager Note that later NET frameworks e g 4 0 or 4 5 do not contain the correct coding and will not work See the install manual Required Specification for Server section C If you are on Server 2008R2 in particular NET 3 5 is pre installed but may need to be enabled If you attempt to download and install you may see an error You must use the Role Management Tool Instead of installing enable the already installed NET Framework 3 5 i Ensure you have admin rights and disable UAC which can give issues ii On the server Start Administrative Tools Server Manager Manage Roles amp Features Manage Add Roles amp Features Features iii Check checkbox for NET Framework 3 5 1 iv Click button Add Required Role Services v NEXT to install Accept defaults with further NEXT Verify that the NET Extensibility check box is selected by default and click Next vi Wait for install to complete and click to close vii Try reinstalling the SERVICE and MANAGER again Ea SE x _ Add role services and features required for NET Framework 3 5 1 Features You cannot instal NET Framework 3 5 1 Features unless the required r
10. ole services and features are also installed Role Services Description Web Server IIS Web Server IIS provides a reliable Web Server manageable and scalable Web application A infrastructure 3 Application Development 4 Securty Windows Process Activation Service Process Model NET Environment Configuration APIs i Why are these role services and features required lt ure hh Add Roles and Features Wizard l e x F Den 4 NET fromesa 3 5 Fenures jinntadied c The wordshark shared folder ee b sna i This may be due to incorrect sharing permissions security path to the server wordshark shared folder Check sharing permissions and in particular hidden sharing See the main instructions section H and note that a in the path is not permitted ii Check the requirements listed in the installation instructions section D If the SERVICE is unable to access write to this folder it will close If the MANAGER is unable to find the SERVICE it will close The server Event Viewer may flag up missing or invalid paths folders Note that these need UNC paths even if Installer messages appear to allow paths such as d White Space etc iii Check the registry entry for the wordshark shared folder Using RegEdit check the correct registry entry is in registry On the server hosting the Service and Manager check that the relevant product is listed HKEY_LOCAL_MACHINE SOFTWARE Wow6432Node if a 64 bit machine White Spa
11. y to further improve the program and repair issues reported to us If any program related issues are reported to you please email us We will tell you if the issue has already been subject to an update or alert you when an update is available You may check for updates as the Program Administrator NOT as a Teacher or Student user from within the program under the menu Help Check for Updates Alternatively use the server Control Panel Programs amp Features to check for SERVER MANAGER and program updates This also displays the current version and the update URL 16 Administrator or student details disappear You have not given the staff students read write modify delete access to the wordshark shared folder OR if student details are not saved check if you have a sandbox resetting machines and see next point 17 After signing onto the program users see a message about being Temporary Users Such users have access to all games word lists but are unable to create their own word lists and no data is stored for that user a Any Wordshark Administrator can prevent students signing on as temporary users under the program menu Admin No Temporary Students b If No Temporary Students is selected AND students are registered to the program using Active Directory usernames AND the option under the program menu Admin Automatic logon using user name issues with students mis typing their names are minimis
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