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<p>What are the Troubleshooting Steps for ANGEL LIVE?</p><p><span id="bodyfont" style="font-family:Verdana; font-size: 10pt;"><span style="font-size: 10pt; font-family: Arial"> <p><font size="3"><font face="Times New Roman"><strong>  </p> <p style="line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Description</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: Troubleshooting Steps for ANGEL LIVE.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Applicable Version(s)</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: ANGEL, all versions</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Date Created</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: 4/3/06</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Last Modified</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: 4/28/08</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Keywords</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: LIVE, Desktop Sharing, Java, Java Console, Applet, Instant Messenger, Chat, Whiteboard</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Diagnosis</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: <span style="color: black">This information can be used by ANGEL Administrators when troubleshooting issues related to ANGEL LIVE.</span></span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Resolution/Workaround</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">: </span></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The troubleshooting tips are broken out into three different categories. The categories are as follows:<br /> <br /> <br /> </span></p> <p style="margin-bottom: 0pt; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">I. System Recommendations</span></p> <p style="margin-bottom: 0pt; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">II. Server Configuration</span></p> <p style="margin-bottom: 0pt; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">III. Client Browser Initialization</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">I. System Recommendations</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">To ensure that LIVE operates optimally, it is important to ensure that the application has been configured in an environment that adheres to system recommendations that ANGEL has identified.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">II. Server Configuration</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The following utilities are available to the ANGEL Administrator to assist with troubleshooting ANGEL LIVE configuration issues.</span></p> <ol style="margin-top: 0in" type="1"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">LIVE Settings Manager</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Test LIVE Port</span> </li> </ol> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">1. LIVE Settings Manager</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The LIVE Settings Manager utility is available to the ANGEL Administrator by clicking on the ‘LIVE Settings Manager’ link located in the Application Settings section in the Administrator’s Menu.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">From this page you will find several variables:</span></p> <ol style="margin-top: 0in" type="a"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">LIVE Port</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. The TCP port Live will use to communicate from the servers running the LIVE service to users. It must be allowed through any NATs and forwarded to the cluster of machines running the LIVE service.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">LIVE Desktop Sharing Port</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. The TCP port desktop sharing will run over. This may be the same as the live port except in load balanced environments with the "simple" connection mode set. In "simple" load balanced environments there must be a single machine hosting desktop sharing. This port must be routed through any NATs to the server running desktop sharing.<br /> <br /> In load balanced environments using the "advanced" connection setting should be the same as the live port.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Maximum number of chat, IM, and whiteboard connections per server</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. The number of connections to accept per server running the LIVE Service (Ex: If you have 3 servers and set this setting to 1000, you can support a maximum of 3000 concurrent users in chat, IM, and whiteboard).<br /> <br /> Chat, IM, and whiteboard do not generate a relatively great amount of bandwidth (with the exception of large whiteboard sessions and high-res pictures) or CPU usage.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Maximum number of desktop sharing connections per server</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. Like the previous setting, but for desktop sharing connections. Desktop sharing uses a significantly greater amount of bandwidth, but is not very CPU intensive for controlled user counts. <br /> <br /> A rule of thumb for the amount of bandwidth required is 10 Kb/s (80 kb/s) per viewer.<br /> <br /> A T1 is roughly 1500 kbps, so it can host a maximum of around 20 concurrent users, but it should be set lower to allow room for other bandwidth (Other line speeds: T2 ~ 6000 kbps(75 users), T3 ~ 44000 kbps(550 users)). Note that bandwidth usage is heavily dependant on the type of content being shared.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Client timeout interval in seconds</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. The amount of time to wait before disconnecting an inactive live user. For instance, the amount of time between a user's network cable becoming unplugged and them getting disconnected. Under extreme circumstances (very slow connections), this should be increased if users are getting disconnected due to inactivity.<br /> <br /> Do not set this value less than 10 seconds or all users may experience connection problems.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Allowed HTML tags in chat and IM</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. A comma separated list of HTML tags that can be used in chat and IM. Tags not in the list are escaped. Remove tags from the list to restrict what content can be embedded into chat and IM and add tags to give greater openness and flexibility.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">ANGEL LIVE database connection string</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. The connection string for the LIVE database, which is created when ANGEL was installed. This should not need to be modified under most circumstances.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">LIVE Connection mode</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. In simple mode, the LIVE applet connects to the URL of the server the user hit and the load balancer is in charge of distributing traffic among the LIVE servers.<br /> <br /> Simple mode does not require a signed applet, but it does not allow the service to be run over port 80 or for desktop sharing to be load balanced.<br /> <br /> In advanced mode, a list of server IPs are specified, allowing ANGEL to distribute traffic among the LIVE servers. This mode allows for the LIVE service to run under port 80 and load balanced desktop sharing, but requires the LIVE applet to be signed (There is no additional setup for this).<br /> <br /> See the product documentation for more information on configuring ANGEL LIVE.</span> <ol style="margin-top: 0in" type="a"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Simple</span></u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. Simple mode can be used if the LIVE service is located on the ANGEL server and there is only one ANGEL server (ie. a non-load balanced environment).</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Advanced</span></u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. Enter a list of comma separated IPs or host names which correspond to the servers running LIVE.  These addresses must be external or public addresses which your ANGEL users can access.  If you do not specify these correctly you may receive a Windows popup message with the error:<br /> "</span><span style="font-size: 12pt; color: #004080; font-family: 'Times New Roman','serif'">An error occurred while connecting to the Live server:<br /> Error: The server {...} is not in the license key on the server {...}. Please notify an administrator."<br /> </span><span style="font-size: 12pt; font-family: 'Times New Roman','serif'"><br /> *See knowledge base article # 647 for more detail regarding this issue.<br /> <br /> <br /> </span></li> </ol> </li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Enable ANGEL LIVE</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. If ANGEL LIVE is disabled, the IM link, Live Chat, and Office Hour nuggets will not be visible. This will effectively disable use of LIVE for your ANGEL instance. Note that the Live service will need to be disabled manually even if this setting is set.</span> <ol style="margin-top: 0in" type="a"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Enable Instant Messenger</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Use Live Chat (Unchecking will revert to old chat)</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Enable Whiteboard</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list 1.0in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Enable Desktop Sharing</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.</span> </li> </ol> </li> </ol> <p style="margin-bottom: 0pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">*Note</span></em></strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'"> - It is important to note that certain LIVE Settings require different actions by the user or ANGEL Administrator before taking effect. The possible actions required are as follows.</span></p> <ul style="margin-top: 0in" type="disc"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Requires users to log out then back in to see the change.</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Requires a Live Service reset.</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Requires an IIS (or Application Pool) reset.</span> </li> </ul> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Refer to the legend located at the bottom of the LIVE Settings Manager screen to determine what actions are required to for the appropriate settings to take effect.</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">2. Test LIVE Port</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The Test LIVE Port utility is available to the ANGEL Administrator by first clicking on the ‘LIVE Settings Manager’ link located in the Application Settings section in the Administrator’s Menu then clicking on the ‘Test Live Port’ link located at the top of the Live Settings page.</span></p> <ol style="margin-top: 0in" type="a"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">External Port Checker</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. This port checker tests your live port from outside your firewall. Use this port checker to test if your firewall is configured correctly and the Live service is working.<br /> <br /> <br /> </span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Internal Port checker</span></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. This port checker tests your live port from inside your firewall. Use this port checker to test if your Live service(s) are configured and running correctly.</span> </li> </ol> <p style="margin: 0in 0in 0pt 0.25in; line-height: normal"><span style="font-size: 10pt; font-family: 'Arial','sans-serif'"><br /> <br /> </span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">III. Client Browser Initialization</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">When launching the ANGEL LIVE functionality the browser will run through a series of steps. The ANGEL LIVE initialization steps are as follows:<br /> <br /> <br /> </span></p> <ol style="margin-top: 0in" type="1"> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Initializing Javascript</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Initialzing JAVA and LiveConnect</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Connecting to the ANGEL LIVE Server</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Logging in</span></li> <li style="margin-bottom: 0pt; color: black; line-height: normal; tab-stops: list .5in"><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Initializing interface</span> </li> </ol> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">With these steps identified you can better isolate the ANGEL LIVE connectivity issue.</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">1. Initializing Javascript</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Step #1 involves the initialization of Javascript for the browser.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">If this step make sure that scripting has been enabled for the web browser.</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">2. Initializing JAVA and LiveConnect</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Step #2 performs three different tasks. First, the Java Applet is downloaded. Second, the Java Applet starts. Finally, the LiveConnect module initializes.</span></p> <ol type="a"> <li style="color: black; line-height: normal; tab-stops: list .5in"><strong><u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Applet downloads</span></u></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">. A Java applet is downloaded to the user’s browser from the ANGEL LIVE server. The browser downloads the Applet from an address composed of the URL the user used to access ANGEL along with a relative path.<br /> <br /> <strong>Are pop-up blockers enabled?</strong><br /> The Applet may fail to load if the user has a pop-up blocker enabled in their web browser. The user should disable all pop-up blockers and try again. Many of the popular pop-up blocker applications include Pop-Up Defender and Pop-Up Zapper. In addition, pop-up blocker functionality is included in various internet security, personal firewall, and anti-virus programs. Instruct the user to refer to the vendor’s documentation for more information on how to disable the pop-up blocker.<br /> <br /> <strong>Has the SSL Certificate expired?</strong><br /> The Applet could have problems loading if the SSL certificate has expired. To resolve the issue update the SSL certificate on the webserver.<br /> <br /> <strong>Is the SSL Certificate Authority not trusted by the browser?</strong><br /> Problems could occur if the browser does not trust the certificate authority of the webserver’s SSL certificate. Contact your SSL Certificate provider for more information on how to resolve this problem.<br /> <br /> <strong>Firewall issue?</strong><br /> The firewall may prohibit the Applet’s .jar file from being downloaded from the server to the user’s computer. Identify if there are any firewall rules that may prohibit the Applet’s .jar file from being downloaded.<br /> <br /> <br /> <br /> </span></li> <li style="color: black; line-height: normal; tab-stops: list .5in"><strong><u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">Applet Starts</span></u></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.  Once the Applet has been downloaded the web browser will start the Java Applet.<br /> <br /> <strong>Java disabled?</strong><br /> If errors occur during this step you will want to first ensure Java has been enabled on the user’s internet browser.<br /> <br /> <strong>Old version of Java JRE?</strong><br /> The user may have an older version of the Sun Java JRE (Java Runtime Environment) installed on their computer. Ensure the user has version 1.4 or newer. If the version is older than 1.4 instruct the user to download the latest versions of the JRE from </span><span style="font-size: 10pt; font-family: 'Arial','sans-serif'"><a href="http://java.sun.com/j2se/"><span style="font-size: 12pt; color: blue; font-family: 'Times New Roman','serif'">http://java.sun.com/j2se/</span></a></span><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.<br /> <br /> <strong>Microsoft JVM enabled?</strong><br /> The Microsoft JVM is not compatible with ANGEL LIVE. Instruct the user to disable the Microsoft JVM and configure the browser to use Sun’s Java JRE 1.4 or newer available from </span><span style="font-size: 10pt; font-family: 'Arial','sans-serif'"><a href="http://java.sun.com/j2se/"><span style="font-size: 12pt; color: blue; font-family: 'Times New Roman','serif'">http://java.sun.com/j2se/</span></a></span><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.<br /> <br /> <br /> <br /> </span></li> <li style="color: black; line-height: normal; tab-stops: list .5in"><strong><u><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">LiveConnect initializes</span></u></strong><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.  LiveConnect is a module that lets Java and JavaScript communicate with each other. <br /> <br /> <strong>Older browser?</strong><br /> Some older browsers by default do not provide support for the LiveConnect module.  This is currently not supported with newer versions of various web browsers on a Mac. For instance, the Firefox, Mozilla or Netscape browsers on a Mac do not have support for the LiveConnect module. If the user has one of these or similar web browser configurations you should instruct them to download the LiveConnect module from </span><span style="font-size: 10pt; font-family: 'Arial','sans-serif'"><a href="http://javaplugin.sourceforge.net/"><span style="font-size: 12pt; color: blue; font-family: 'Times New Roman','serif'">http://javaplugin.sourceforge.net/</span></a></span><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">.  <br /> <br /> <strong>Are pop-up blockers enabled?</strong><br /> It is possible that a browser helper object (BHO) is causing a conflict with the the LiveConnect plug-in. Have the user disable all pop-up blockers on their web browser.<br /> <br /> <strong>Where to obtain more information?</strong><br /> If problems still persist there may be an issue with the Java Applet. More information can be obtained from the user’s Applet by having them open the Java Console window. This is accessible by right-clicking on the Java icon in the system tray (</span><span style="font-size: 12pt; font-family: 'Times New Roman','serif'">), and select Open Console.  The user may view more detail by setting the trace level to “5”. This is set by pressing the number “5” on their keyboard.</span> </li> </ol> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">3. Connecting to the ANGEL LIVE Server</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The client’s Java Applet will now connect to the server.  Possible issues with this step are as follows.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Personal Firewall Configured?</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">The user’s Personal Firewall may be disallowing the web browser from connecting to the ANGEL LIVE Service over the configured LIVE port. Instruct the user to disable all personal firewall applications that reside on their client computer and have them try again.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Network Port Configuration?</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Make sure your firewall, load balancer and server configurations allow connectivity from clients to the port used for LIVE (and the Desktop Sharing application).</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">ANGEL SYSTEM account?</span></strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'"><br /> An administrative account named ‘ANGEL SYSTEM’ is used by LIVE. User identification problems will exist if value ‘ANGEL SYSTEM’ exists in the ACCOUNTS.Username field. If this value exists please modify the record from User Account Manager located in the Administrator’s Menu and have the user(s) try again.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">ASCII Characters 1 – 10 in a Section’s Title?</span></strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'"><br /> There will be a problem if ASCII characters 1 – 10 are in the titles of any sections. These characters are reserved by LIVE for delimiting purposes. Change the name of the involved section so it does not include the involved ASCII character and have the user(s) try again.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">LIVE Service is hung?</span></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">If multiple users can connect to LIVE, but they can not send a chat message then the ANGEL LIVE Service is hung. Restart the ANGEL LIVE Service and have the users try again.</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">4. Logging in</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">This step will obtain the roster data (individual users and groups) for the LIVE session.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Problems that occur during this step may relate to invalid database records. Notify ANGEL Support if there are problems during this step.</span></p> <p style="margin: 12pt 0in 3pt; line-height: normal"><strong><em><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">5. Initializing interface</span></em></strong></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">This step only confirms that the previous initialization steps completed successfully. It is unlikely that any errors should be encountered that relate to this step.  However, one issue has been reported.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Web Accelerator?</span></strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'"><br /> It has been experienced that this step failed where an Internet Explorer browser was configured to utilize a 'web accelerator' program.  The web accelerator modified the proxy settings for the browser.  Remove the web accelerator to resolve the problem.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Please contact ANGEL Support if you have questions about these ANGEL LIVE troubleshooting steps.</span></p> <p style="margin-bottom: 0pt; line-height: normal"><strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">Notes</span></strong><span style="font-size: 12pt; color: black; font-family: 'Times New Roman','serif'">: External KB</span></p> </strong></font></font></span> </span></p><h3>Alternate Questions/Keywords</h3><p></p><br><br><br><br><a target='_new' href='http://www.parature.com' style='font-family:Verdana;font-size:10px;color:999999;'>Help Desk and Customer Support Software by Parature</a>