eProof FAQ

Installation and system configuration

• Problem: A message "Can't start MSSQL server" appears during the installation. Though SQL Server is running
   
• Problem: "Unable to attach the database" message appear in the end of installation
   
• Problem: When trying to upload a file in eProof PDF free I get a message "You cannot upload file(s) <filename.ext> while Rapid Image Viewer is not set on", though this file type is supported.
   
• Question: Why AdvancedSampler folder is shared? Does it need to be shared?
   
• Question: Can I install eProof under Windows XP Home Edition?
   
• Question: Can I install eProof under Windows 2003 Server?
   
• Problem: I get "error of type 2" when trying to log in eProof (Mac)
   
• Problem: Loading of Java components stops without visible reason when I open eProof for the first time.
   
• Problem: eProof installation is halted and an Alert appears: "Malicious Script Detected".
   
• Problem: RIV installer starts loading but "freezes" on agent-probe.asp
   
• Problem: Logon page is displayed, but clicking on Logon gives no effect.
   
• Problem: Logon page is not loaded - I get white screen.
   
• Problem: I don't receive notifications emails
   
• Problem: non-Microsoft SMTP-servers using & remote using of SMTP-server
   
• Problem: Language-specific symbols are displayed incorrectly in Formatted Text Editor/
  Internal Correction Editor.
   
• Problem: A message "Cannot open connection to DB" appears during the installation
   
• Problem: A message "The password does not meet the password policy requirements" appears during the installation
   
• Problem: A message "Error 1320. The specified path is too long" appears during the installation
   

Workflow issues

• Problem: Two identical text correction requests are created
   
• Problem: Formatted Text Editor/Internal Correction Editor: I try to paste text in the Comment field using the Paste button, but it is pasted in suggested text field.
   
• Question: Can I change correction representation in tree?
   
• Problem: Formatted Text Editor hangs when I try to open it.
   
• Problem: I get "Internal error" when I try to upload a PDF.
   
• Problem: Can I enable a user to modify others' correction requests?
   
• Problem: Some symbols (e.g. bullets) are replaced with similar symbols in Formatted Text Editor/Internal Correction Editor
   
• Problem: I am redirected to eProof browser compatibility page and am told that cookies are disabled, though cookies settings are correct.
   
• Problem: Font color is not saved in Formatted Text Editor.
   
• Question: Why user doesn't pick up groups home folder by default when created?
   

Installation and system configuration

• Problem: A message "Can't start MSSQL server" appears during the installation. Though SQL Server is running.

  Possible reason 1:"Windows only" authentication mode is used in SQL Server. eProof setup program requires mixed authentication mode as it uses SQL server administrator login.
  Solution: change SQL authentication mode to mixed.
  To change authentication mode in MSDE:
  - Open registry editor (type regedit in command line)
  - Change registry value to 2 on the following path where SQL Server instance is located
  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSSQLServer\MSSQLServer\LoginMode
  (1 - Windows mode only, 2 - Mixed mode)
  -Restart SQL Server after that: run from command line "net stop mssqlserver" and then "net start mssqlserver".
  To change authentication mode in SQL Server:
  - open Enterprise manager (you can run it from the "Microsoft SQL
  Server" start menu item)
  - select your PC server in list of servers
  - right-click on it and select Properties in context menu
  - open Security tab in Properties dialog
  - change "Windows only" to "SQL Server and Windows" and hit OK.

  Possible reason 2:MS Distributed Transaction Coordinator service is not started
  Solution: Open SQL Server service manager (double click on the system tray icon). Make sure Distributed Transactions Coordinator service is started. Check option "Auto-start service when OS starts".

• Problem: "Unable to attach the database" message appear in the end of installation.
  Possible reason: Possible reason: known problem with regional settings in SQL
  If default input locale while installing MSDE/SQL was different from English while, problems with installing eProof may arise. The likelihood of the problem is greater with non-latin locales.
  Solution: Please change default input locale to English and reinstall MSDE/SQL. After MSDE/SQL Server installation is finished, you can revert the changes.
  To change input locale: Open Control panel > Regional settings, tab General. Select English in the list of locales and hit Set as default button. You will need to restart the system.

• Problem: When trying to upload a PDf in eProof PDF free I get a message "You cannot upload file(s) <filename.pdf> while Rapid Image Viewer is not set on", though this file type is supported.

  Possible reason 1: Set of permissions for the AdvancedSampler folder does not allow to create files there during upload.
  Solution: Please check permissions for the folder you installed AdvancedSampler to (by default it is AdvancedSampler4 folder on your sytem disk). It is crucial that Internet guest account IUSR_(PC name) has read&execute and write rights for this folder.

  Possible reason 2: Some of AdvancedSampler components failed to install.
  Solution: Download AdvancedSampler patch at http://www.cyansoftware.com/eProof_inst/AS_872_patch.zip. Extract archive contents into the folder where AdvancedSampler is installed to (C:\AdvancedSampler4 by default). Restart Advanced sampler by typing net stop advancedsampler and then net start advancedsampler in Start > Run dialog.

• Question: Why AdvancedSampler folder is shared? Does it need to be shared?
  Answer: the AS installer is sharing it automatically so that AS Administrator application is
  accessible. You can remove this share.

• Question: Can I install eProof under Windows XP Home Edition?
  Answer: Unfortunately Windows XP Home Edition does not include the Internet Information Services Web
  server 5.1 software found in Professional. eProof cannot be installed under Home Edittion as IIS is required for its functionality.

• Question: Can I install eProof under Windows 2003 Server?
  Answer: Currently we cannot guarantee stable work of eProof under this OS as it was not thoroughly tested. 2000 is preferable as far as stability issue is concerned. Please also note that strict security settings 2003 Server features prevent eProof functioning after installation unless some manual configuration is done. This suggests installing eProof via Terminal Services.

• Problem: I get "error of type 2" when trying to log in eProof (Mac).
  Possible reason: Not enough virtual memory set for Internet Explorer and/or system virtual memory.
  Solution: Please refer to browser compatiblity page, Internet Explorer 5.x for Mac OS 9.1-9.2 section for instructions on how to increase virtual memory. Click on a Browser compatibility link on logon page to see Browser compatibility page.

• Problem: Loading of Java components stops without visible reason when I open eProof for the first time.
  Reason: If you switch to another browser window while the installation is underway, the Java plugin security warning will not be visible. This stops the installation as the installer is waiting for your confirmation for further loading.
  Solution: Use Alt+Tab to switch to the Java security warning, and confirm the cyan certificate validity.

• Problem: eProof installation is halted and an Alert appears: "Malicious Script Detected".
  Possible reason: Antiviral software (e.g. Norton Antivirus) blocks installation script.
  Solution: in the alert window select "Authorize this script". After eProof installation is completed, go to Norton Antivirus main window and disable script blocking.

• Problem: RIV installer starts loading but "freezes" on agent-probe.asp.
  Possible reason: Norton Internet Security and/or Norton Antivirus blocks RIV installer script without visible alerts.
  Solution:
  - Configure Norton Internet Security (see next FAQ for details)
  - Disable script blocking in Norton Antivirus.

• Problem: Logon page is displayed, but clicking on Logon gives no effect.
  Possible reason: Norton Internet Security blocks script that opens logon window without informing user
  Solution:
  - set security level to High (then you will be able to permit the script manually) or to Low (then RIV installer script will not be blocked) in main window > Personal Firewall/Personal Firewall settings section
  or
  - configure NIS for eProof site in Advanced options: set Allow for cookies on the Privacy tab, Allow all script to execute and Allow Java applets to execute on the Active content tab
  

• Problem: Logon page is not loaded - I get white screen.
  Possible reason: If HTTP proxy and SOCKS proxy are set in browser configuration, then Sun Java plugin (PC) and MRJ (MAC) ignore HTTP proxies and try to connect via SOCKS. As a result RIV can't connect to the server. Problem persists only with Sun Java plugin (Windows) and MRJ (Mac). With MS JVM there is no such problem.
  Solution: do not use Socks as a proxy in your server

• Problem: I don't receive notifications emails.
  Possible reason: Some mail servers encounter a difficulty with supporting MS SMTP protocol. This results in server's refusal to receive messages sent from eProof.
  Solution:
  - on client side: try different mail server for receiving notifications
  - on server side: set MS SMTP server to use relaying SMTP server for sending notifications (Administrative tools/Internet Services manager=>Properties/Delivery tab=>Advanced..=>specify smart host)

• Problem: non-Microsoft SMTP-servers using & remote using of SMTP-server
  Possible reason: eProof doesn't support other SMTP-servers except Microsoft. SMTP- server should be installed on the same server with IIS.
  Solution:
  - for your personal needs you can use any SMTP-server you want, and install it according to your preferences
  - for eProof standard Microsoft SMTP-server should be installed which is included in typical installation of Internet Information Services.

• Problem: Language-specific symbols are displayed incorrectly in Formatted Text Editor/ Internal Correction Editor.
  Possible reason: incorrect settings of regional options.
  Solution: Make sure proper locale is installed and configured.
  Windows 2000: go to Regional settings > General tab and set appropriate locale. This locale should be set as default: select it in the Language settings for the system listbox and hit the Set as default button.
  Windows XP: go to Regional options > Advanced tab and set appropriate language. Make sure you checked the Apply all settings to the current user account and to default user profile checkbox before applying new settings.
  Mac OS 9.x: Install appropriate Apple Language Kit or replace Arial, Sans-Serif, Helvetica, Verdana fonts with language-specific analogues.
  MacOS 10.x: replace Arial, Sans-Serif, Helvetica, Verdana fonts with language-specific analogues.

• Problem: A message "Cannot open connection to DB. Err: -2147467259 SQL Server does not exist or access denied." appears on "Connect to SQL Server" dialog of installation and "Database only" setup mode used.
  Possible reason: "Windows only" authentication mode is used or invalid credentials.
  Solution: The eProof "Database only" setup mode support only SQL Server authentication mode. Switch your SQL server to this mode.
  Or specify valid credentials to connect to the SQL Server (usually it is SA account).

• Problem: A message "The password does not meet the password policy requirements. Check the minimum password length, password complexity and password history" appears on "cyan eProof user account" dialog.
  Possible reason: Your server is under policy that require strong password.
  Solution: Specify strong password for account or consult your system administrator about this issue. Please note, strong password must meet the following minimum requirements:
  

  Not contain all or part of the user's account name
  Be at least six characters in length
  
  Contain characters at least from three of the following four categories:
  

  English uppercase characters (A through Z)

  English lowercase characters (a through z)

  Base 10 digits (0 through 9)

  Non-alphabetic characters (for example, !, $, #, %)

  Consult your Windows reference for more details.

• Problem: A message "Error 1320. The specified path is too long" appears during the installation
  Possible reason: You are installing eProof into the folder with extra long path. The system can not use such deep folders.
  Solution: Install eProof into shorter pass.

Workflow issues

• Problem: Two identical text correction requests are created.
  Possible reason: You have clicked the Submit button in the Formatted Text Editor twice. It is possible as this button is not disabled after clicking on it.
  Solution: Do not click on the Submit button if it is in "pressed" state.

• Problem: Formatted Text Editor/Internal Correction Editor: I try to paste text in the Comment field using the Paste button, but it is pasted in suggested text field.
  Reason: this action cannot be performed due to Java peculiarities.
  Solution: Use keyboard shortcut (Ctrl+V/Shift+ins on PC, Command+V on Mac) for pasting text in the Comment field.

• Question: Can I change correction representation in tree?
  Answer: Default correction request represantation scheme in tree is:
  user: comment
  Though the scheme can be changed by Administrator. To change correction request representation:
  go to Administration > RIV settings
  Select a scheme in "Correction representation in the tree" dropdown

• Problem: Rich Text Editor hangs when I try to open it.
  Possible reason: Old version of Java plugin (below 1.4.0) is installed which is not compatible with RTE applet certificate.
  Solution: Install the latest version of Sun Java plugin at http://java.sun.com/webapps/getjava/BrowserRedirect?locale=en.

• Problem: I get "Internal error" when I try to upload a PDF.
  Possible reason: The file you try to upload is encrypted for security purposes or damaged.
  Solution: Try opening the file in Acrobat to make sure it is not corrupted. Create PDF without encryption if it is encrypted.

• Problem:Can I enable a user to modify others' correction requests?
  Possible reason: Permissions system configuration
  Solution: Ask your administrator to allow "Modify requests of others" item for this user on the Permissions page.

• Problem: Some symbols (e.g. bullets) are replaced with similar symbols in Formatted Text Editor/Internal Correction Editor
  Reason: This occurs mostly with built-in MS JVM. The reason is its poor fonts list.
  Solution: Try using Java plugin

• Problem: I am redirected to eProof browser compatibility page and am told that cookies are disabled, though cookies settings are correct.
  Possible reason: You added a link in Favorites after logon page is loaded. eProof checks your configuration every time you log in to prevent Java errors. If logon page link is added to Favorites it already contains certain configuration. This causes error if you changed Java configuration (e.g. installed new plugin)
  Solution: Change link in Favorites. It should be in form host/eproof/.

• Problem: Font color is not saved in Formatted Text Editor.
  Reason: This problem appears due to Sun Java plugins peculiarities.
  Solution: Under Sun Java plugins font color is saved if formatting is applied to the text.
  Under MS JVM color problem does not persist. Try using it if color is crucial.

• Question: Why user doesn't pick up groups home folder by default when created?
  Answer: Users pick up all settings from parent group except for Home folder. This is required due to the multi-group nature of user accounts. A user can be assigned to multiple groups, each having its own Home folder, which might be different.
  To prevent confusion of which folder should automatically become Home folder, administrator is offered to manually define one of the groups' Home folders or even a quite different directory to be the Home folder for the user.