General

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General

 

Questions and answers about OMNITRACKER Core System ↦ General:

 

How to handle error "Cannot connect to ODBC data source: DSN not found..."?

You might have created an ODBC-connection as a User-DSN in the context of a windows user account. This DSN cannot be used by the OT-service that is executed in the context of a system account or under another windows user account. You have to create an ODBC-connection as a System-DSN.

 

After login on the OMNITRACKER client several error messages pop up

  1. form could not be loaded: Failed to load form text! Line 0: (null) Source:
  2. Could not initialize search form!

The same effect appears when the user clicks on every folder in the folder structure. When the the user opens a request, just an empty window pops up. When trying to modify the forms in the form editor, the following message pops up: Cannot create XML document!

Apparently the XML-parser was not installed correctly on the computer. Please proceed as follows to correct the error:

  • Open a command prompt.
  • Change to the Windows system directory (usually C:\Windows\System32).
  • Execute the following command: regsvr32 msxml4.dll

 

Why does the Folder Definition open in read-only mode? Only folder name and folder alias are editable.

You can allow a user to create subfolders without giving him administrator rights. This enables the user to access the folder definition in read-only mode to modify names and aliases.

Create Subfolders
Rename Subfolders
Rename alias Subfolders

Further information can be found in the OMNITRACKER Administrator Guide: Navigation: User Interface > Folders > Permissions: Type "Subfolders".

 

How to generate a dump file using "ProcDump" in case of a crash?

Please download the program Procdump under the following link and unpack it, for example to C:\.:

http://technet.microsoft.com/en-us/sysinternals/dd996900

Open a command shell (CMD) and navigate to the program folder:

C:\Programs (x86)\OMNITRACKER.

First, please start the OMNITRACKER end user client and log on. Now start Procdump in the command shell as follows:

procdump.exe -ma -e -h OMNINET.OMNITRACKER.Client.exe C:\mydumpfile.dmp

The parameter -e triggers the writing of a dump in case of an exception in the program. The parameter -h creates a dumpfile even if the process hangs for more than five seconds without reaction. Please confirm with Enter and leave the command shell open. If successful, the program will display the PID of the client and monitor the process. In case of a crash or hanger a .dmp file will be created. Please send it to us then.

 

Log file report: What does The maximum retry count has been reached mean?

Such reports in the log file are not to be regarded as errors, but as warnings:

12:18:59 RETRY-COUNT: 5
12:18:59 GetDocumentsForIndexing: Cannot get request list: Could not read object(s): The maximum retry count has been reached.

The "retry count" messages occur when two threads access OT-objects simultaneously and the second "reading" thread does not receive a consistent data status.

Possibly a mass action as writing thread and the indexer as reading process. However, these messages should only be seen as warnings. If the indexer cannot read an object several times because it is in use, this is automatically repeated a few minutes later.

 

What does the error message "Can't get the Addressbook" when using the Outlook Address Book mean?

This might be due to the fact that the address book was not added to Outlook.

Adding an address book:

  • On the "Tools" menu, click "Account Settings".
  • On the "Address Books" tab, click "New".
You are prompted to select one of two types of address books.

To add the preferred address book type, do one of the following. Adding an address book using an Internet directory service (LDAP):

  1. Click "Internet Directory Service" (LDAP), then click "Next".
  2. In the Server name box, type the server name provided by your Internet service provider (ISP) or system administrator.
  3. If the specified server is password protected, select the "Server requires login" check box, and then enter your user name and password.
  4. 4) Click "More Settings".

 

OtDashboard: Why is it not possible to start after installing the dashboard? / How to handle missing file OtDashboard.exe after installation of OtDashboard?

Uninstall the OtDashboard feature, please restart the computer and then install OtDasboard.

 

How to make a complete backup of the OMNITRACKER application?

The following components must be backed up:

  • Folder tree of the attachments (for example, backup with "Robocopy").
  • Database (full or incremental backup).
  • Index tree: This can be done optionally, because a "Recreate Index" would rebuild the index tree.
  • Possibly entries in the registry.
For further information also see OMNITRACKER Administrator Guide: Administrator's Tasks > Backing up the OMNITRACKER Database.

 

Why does the parallel writing feature work on only one Windows server?

To activate the feature "parallel writing", it is possible to run the multi-server architecture on only one Windows server and to set up two parallel OMNITRACKER instances which then work in cluster mode.

This way it is possible to have no additional servers and to activate the feature "parallel writing" on only one machine.

Example:

  • Both cluster nodes are set up on the same server as parallel OMNITRACKER instances: NodeA is the <Default> instance, NodeB is the second instance.
  • Both nodes have the cluster internal port number 5185 and the client-server port number 5085. Each node must be assigned a different IP address on the loop back adapter:

    NodeA is assigned the IP 192.168.1.1 for the internal cluster network and the IP 192.168.1.101 for the client-server communication.
    NodeB is assigned the IP 192.168.1.2 for the internal cluster network and the IP 192.168.1.102 for the client-server communication.


  • Activate the checkbox "Can become master node" for both cluster nodes.

 

How are firewall and ports of a real OMNITRACKER Windows-Client/Server architecture to be configured?

The following configuration is required for the firewall:

Client: any IP address, any port ---> server: TCP 5085
Client: any IP address, any port <--- server: TCP 5085

(5085 is the default port of the OT server, but it can be changed easily)

Then, you can test the connection from a client via Telnet:

telnet <ot-server address> 5085

The following response can be seen:

OmniTracker FFFFFFFF FFFFFFFF FFFFFFFF FFFFFFFF FFFFFFFF FFFFFFFF 0 *Eng|1

 

Why does double-clicking on a folder of OMNITRACKER ITSM or PMC demo database not open it?

These demo databases are locked and cannot be configured. In all example databases delivered with the OMNITRACKER setup program, the folders are part of one or more "Demo Packages". In "Demo Packages", the number of objects in the associated folders is restricted. You cannot view or change the definition of any package item (forms, actions, escalations etc.). If you want to view and modify the folder definition of these folders, you have to license the package first and obtain a password from OMNINET.

 

How to handle "Error executing script ...: reason unknown" messages in the ot-server-logs after OT-Upgrade?

The root cause might be problems of InstallShield to correctly replace and register the OtAut.dll file.

Sometimes, it is necessary to reboot the server PC after the upgrade, but InstallShield did not request the reboot. Unfortunately, we do not have any influence to this behavior.

To correct this, please follow these steps:

  • Stop all OT Services.
  • Make sure that OtAut.dll (in the OT Program Folder) has the correct version information.
  • Run the following commands:
    regsvr32 /u %ProgramFiles%\OmniTracker\OtAut.dll ==> You should get a "successfully unregistered" message.
    regsvr32 %ProgramFiles%\OmniTracker\OtAut.dll ==> You should get a "successfully registered" message.
  • Restart the OT-services and check, if the problem is solved.

 

How to handle client producing form error messages directly after start / Failed to load form text! Line 0: (null) Source?

After login on the OMNITRACKER client, several error messages pop up:

  1. Form could not be loaded: Failed to load form text! Line 0: (null) Source:
  2. Could not initialize search form!

The same effect appears when the user clicks on every folder in the folder structure. When the user opens a request, just an empty window pops up. When trying to modify the forms in the form editor, the following message pops up:

Cannot create XML document!

The XML parser is not installed correctly on the users' machines. (If you use a terminal connection to start the OMNITRACKER client, you have to solve this problem on the terminal machine where the client is installed).

In order to solve this problem, please follow the steps below:<

  • Open the windows command shell.
  • Go to the windows systems folder. (Normally C:\Windowsbsol;System32)
  • - Execute the following command: regsvr32 msxml4.dll

 

What are the basic preconditions of a planned upgrade of the OMNITRACKER version?

  • Follow the release notes of the target version
  • Follow the system requirements of the target version

You will find information in the download area of our OMNINET Support Portal. A new license key will only be required if one of the first digits of the version's number has changed.

Schema of version x.y.z:
X = Major
Y = Minor
Z = Maintenance

 

What influence has inheritance of privileges and permissions from parent folder?

Permissions:

With the option Inherit permissions from parent folder, the permissions defined in a subfolder can be expanded, but not reduced. This means that if the permission is not granted due to the current permission rule, the rule from the parent folder will be evaluated in the current folder. If not checked, no permissions will be inherited (only the current permission rule is evaluated).

Privileges:

Concerning privileges, the OMNITRACKER system behaves contrary. First, all non-inherited privileges will be evaluated. If there exists one or more privilege definition in the current folder (not inherited from parent folders) for the user, then the user is granted the highest privilege of these definitions in the current folder (inherited definitions are not evaluated in this step). If there does not exist any privilege definition in the current folder, then all definitions in the immediate parent folder are evaluated.

 

How to evaluate used OMNITRACKER licences on a daily working basis?

Precondition: In the Service Control Panel, the logging flag "Log Logins and Logouts" has to be checked.

Each log file of a specific day can then be tailed and the information can be parsed:

find "Used Client Licenses" ot-.log > clientLicences.txt
find "Used Automation Interface Licenses" ot-.log > otAutLicences.txt

Please note that the number of licenses is detected just before a login will be executed, so the number of licenses will be one higher.

Alternatively a VB-script can be used:

dim fso
set fso = CreateObject("Scripting.FileSystemObject")

dim objFileIn, objFileOut
strLogfile = "D:\Omnitracker\Logs\ot-" &Year(DateAdd("d", -1, Now))& "-" &Month(DateAdd("d", -1, Now))& "-" &Day(DateAdd("d", -1, Now))& ".log" 'ot-2011-12-01.log
strLicFile = "D:\Omnitracker\Logs\Output.csv"

set objFileOut = fso.CreateTextFile(strLicFile, True, 0) 'overwrite, unicode
set objFileIn = fso.OpenTextFile(strLogfile, 1, False, -2) 'for reading, do not create

objFileOut.WriteLine
do
strLine = objFileIn.ReadLine() 'Zeilen lesen
If Instr(1, strLine, " Licenses: ") > 0 Then
strLine = Left(strLine,8) &";"& Mid(strLine,9,100)
strLine = Replace(strLine, " Used Client Licenses: ", """Client"";")
strLine = Replace(strLine, " Used Automation Interface Licenses: ", """Automation"";")
strLine = Date-1 &" "& strLine
objFileOut.WriteLine strLine
End If
loop until objFileIn.AtEndOfStream

objFileIn.Close

 

How to handle error during installation: "The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2755"?

There are several root causes:

  • The installation has been started from a shared network folder and/or from an encrypted or compressed operating system directory. In this case, you have to copy the installation package into a local non-compressed directory.
  • There might be problems with access to the TEMP directory.
  • There might be insufficient memory on the partition where OMNITRACKER shall be installed.
  • There might be anti-virus programs that have to be deactivated during installation.

 

Service Control Panel: Why tab "Status" is hidden and tab "Services" shows no PIDs?

This is due to a lack of access rights.

The OMNITRACKER services run under a service account (which is also addressed in the ODBC connection). This service account must belong to the local administrator group of the server.

 

How to handle "Performance warning: Getting last auto-number from database for field 'Number' in folder with ID=... took ... seconds. Consider using a database index on this field"?

    The Service Control Panel's Status tab shows this message:

    Initializing 'AutoNumbers' cache...
    "Performance warning: Getting last auto-number from database for field 'Number' in folder with ID=123 took 11 seconds. Consider using a database index on this field."

    In the context of this warning, it is not possible to get to the name of the affected folder, so you have to use a script to find out the name of the folder.

    Steps to take:

    • Search the folder with ID=123 via a VBScript, executed by right mouse click in any folder of the admin client.

      Set fld = ActiveSession.GetRequestFolderByUniqueId(123)
      LogMessage "Name: " & fld.Name & vbCrLf & "Alias: " & fld.Alias
    • Then, the results will be displayed in the Service Control Panel on tab "Status".
    • Open the field definition of the folder and go to the field "Number". Check the box "Use index in database" in the field definition of the field.


    • Please also see Administrator Guide, chapter: Navigation: User Interface > Fields > Field. Properties Window: Use index in database: If checked, an index will be created for the current field in the database. This option is useful for fields that are often used in filters, search criteria and sorting and which are rarely changed.

 

How to use the "Multiple Write Access Feature" of a Multi Server Architecture (MSA) on a single server?

An export task results in error:

It is possible to use the "Multiple Write Access Feature" of a Multi Server Architecture on a single windows server. Therefore, two parallel OMNITRACKER instances are necessary, which both act as a cluster node.

Example:

Both cluster nodes are installed on the same server as different OMNITRACKER instances. NodeA is the default instance, NodeB is the second instance. Both nodes have the cluster-internal port number 5185 and the client-server port number 5085. Each node must be bound to a different IP-address on the loop back adapter:

  • NodeA is bound to 192.168.1.1 for the cluster-internal network and to 192.168.1.101 for the client-server communication.
  • NodeB is bound to 192.168.1.2 for the cluster-internal network and to 192.168.1.102 for the client-server communication.
For both cluster nodes, the checkbox "Can become master node" must be selected.