****************************************************************************** LAN Support Center v3.01 ****************************************************************************** READ.ME CONTENTS Section 1. Licensing 7. Archive/Restore 2. Installation 8. Crystal Reports 3. Investigate (Launching) 9. Import/Export 4. TSR's 10. Node Address 5. Btrieve & Brequest 11. Disabling Message Box 6. Btrieve VAP/NLM 12. Trouble-Shooting 13. Product Enhancements 1. LICENSING Licensing is on a per/HelpDesk user basis. Each simultaneous support person requires an individual user license of LAN Support Center (LSC). 2. INSTALLATION To install LAN Support Center, run the setup.exe from either File Run or File Manager in Windows. If you are installing on a Novell network, also make sure that you're using the current versions of IPX and NETX shells. Versions of IPX that are supported are v3.10 and NETX v3.26, v3.32 along with IPXODI v2.10 & 2.12 and LSL v2.01 & 2.05. You may Install LSC on your local drive C: as well. The Install will default to C:\LSC. You may also run LSC from your Local Drive without being logged into a network. First run the USEBTR.BAT file from the C:\LSC directory and then run Windows. You do not have to load the Local Btrieve everytime to do this. Running LSC will automatically load Btrieve for you. BASIC INSTALL- Allows you to install with little input. CUSTOM INSTALL- Allows you to Install with options. UPGRADE INSTALL- Converts your old data from a previous version of LAN Support Center v2.02 into the new database for Windows. CONVERSION INSTALL- Converts multiple LSC v2.02 database files into the directory where LSC v3.01 is currently installed. You must have v3.01 of LSC already installed before running this install. If you're upgrading from a previous version of LSC, make sure that you have enough disk space available before running the Install. When the conversion is in progress, Btrieve needs to create preimage files which use up disk space depending on the size of your database. NOTE: Before you run the Upgrade Install you must first load the Brequest /D:17000 prior to running Windows and the Upgrade Install. You cannot open a DOS box from Windows and load Brequest, you must load it at the DOS prompt. If you want to install LSC in a directory several directories deep, you must change to that directory before running the Install. For Example: change to the directory F:\APPS\WINAPPS\LSC before running the Install. Place the disk in drive A: or B: and type setup. You may want to backup your old database files before you start the Install. NOTE: Before running LSC.EXE you must first run USEBRQ.BAT if using Brequest in the F:\LSC directory, or USEBTR.BAT for Btrieve. You only have to do this once before running LSC. The default is already setup for running Brequest.exe because it runs faster than the client based Btrieve.exe. 3. INVESTIGATE To allow LSC to launch NETremote, Sitemeter, LAN Automatic Inventory or Fusion from Investigate, a search drive mapping should be made to where the application files reside on your network. Please refer to your Novell manuals for further information on setting up network search drives. In order to get the Username: and Station Address: you must have a Ticket open at that time. Make sure that there is a Node I.D. filled in for that particular ticket. 4. TERMINATE AND STAY RESIDENT PROGRAMS (TSR's) We don't usually recommend that you run any other TSR's with LSC except for Btrieve or Brequest which normally take up 45k of RAM in conventional memory. You may use DOSKEY, SETVER, SMARTDRV, NAV and CCMAIL NOTIFY when using LSC. 5. BTRIEVE AND BREQUEST If you are using Btrieve client based version, we recommend using ver. 5.10a or later If you're using the Server Based version of Brequest, we recommend using v6.10a or v6.10c and that the Btrieve.nlm v6.10a is loaded on the server. Suggestions for loading Btrieve or Brequest upon login: Create a batch file called BRQ.BAT (Brequest) or BTR.BAT (Btrieve). Then place the exit command on the last line in your lo4gin script Example: EXIT "BRQ.BAT" Contents of Batch File: BRQ.BAT Endbtrv Brequest /d:17000 It will execute BRQ.BAT when logging into the network automatically. 6. BTRIEVE VAP/NLM Versions of the VAP/NLM you should use are v6.10a or later. The latest version of the Btrieve.nlm is v6.10a and Bspxcom.nlm v6.10a. The latest version of the Btrieve.vap is v5.15. 7. ARCHIVING/RESTORING TICKETS To Archive tickets to a Local drive C: you must have the Client Based Btrieve loaded. Using Brequest, the server based btrieve will not allow you to archive or restore tickets from a Local drive. 8. CRYSTAL REPORTS V2.0 PRO We currently ship Crystal Reports v2.0 Pro with LAN Support Center in order for you to create your own custom reports using our .DDF files (Data Dictionary Files) that ship with LAN Support Center. To print Queries along with a report, you must select the Print Option from the Crystal Reports Tool Bar. Generating a Report to the screen will NOT display the Query List for the specified report. When generating a Report, the status of the report will display one more record to the total of Tickets selected. This is because there is a blank record included to the database which is used for Filtering criteria. You will not be able to see this blank record at anytime while you're adding or deleting tickets from the database. 9. IMPORT/EXPORT UTILITY The Import/Export utility allows you to import an ASCII text file into the LAN Support Center database. If you currently have an existing database and you wish to import the data into the LSC database, you must be able to export your data from your database to an ASCII file. NOTE: The Local client based Btrieve or server based Brequest must be loaded in order to run the utility. To Import the data for Tickets and Actions, you must rename your text fileto ITICKETS.TXT and IACTIONS.TXT so that the utility recognizes the text files to be imported. To Export data from the utility for Tickets and Actions, select the fields that you want to include from the menu. Tickets and Actions will exported to an ASCII file format with the filenames of TICKETS.TXT AND ACTIONS.TXT. Error messages will be logged into a text file called ERRORLOG.TXT which will describe the Ticket# and error message you recieved for an error when either Importing or Exporting database information. 10. NODE ADDRESS To populate the Node Address field, you will need to type in the user's Login Name in the First Name field. When you select the Node Address field, the first network address at the top of the pull down menu box will be the network address for the default fileserver you're logged into. For multiple server attachments, you will have to exit to DOS and select the network drive for that server and type userlist /a to view the node address on that server. You can then Alt-Tab back into the LSC program screen and select the appropriate node address for that user starting at the top of the node address list. 11. DISABLE MESSAGE BOX FOR UPDATING ACCOUNT INFORMATION To disable the message box for updating the Account Information when changing or editing a new ticket without changing the Account ID information, Add the following line to you're LSC.INI file: [Account] PromptAccountChange=NO If you wish to enable the message so that it does update the Account ID, simply change "NO" to "YES" in the above entry. The default setting is set to YES. 12. TROUBLE-SHOOTING If you receive an error message that the Brequester or Btrieve is not loaded, check to see that you ran the USEBRQ.BAT file for running Brequest or the USEBTR.BAT file for the Local Client Based Btrieve. If you receive an error message "Call to Undefined Dynalink" when running LSC with the VLM drivers on NetWare v3.12, make sure that you run the workstation install from NetWare v3.12 install diskettes which updates the Windows and DOS files. When launching WLAI v3.0a or v3.1 from the Investigate using the server based Brequest, you must create an NWUTIL.INI file using any editor and copy it to your Windows directory. Include the following line in the NWUTIL.INI file: [Brequest] Enabled=YES Otherwise you will receive an error message from WLAI "Cannot Initialize Local Btrieve" or "Brequester not running". When "NO" is chosen, the Investigate will attempt to launch WLAI with the Local Based Btrieve. Be sure that you run the USEBTR.BAT file in the WLAI directory if you're running the Local Based Btrieve, and USEBRQ.BAT for using the Server Based Brequest. When applying a Query for a Report, be sure not to use any "" quotes. It will return an error " Error In Formula" from Crystal Reports. In order to launch the Sitemeter Administration from the Investigate, you must have a search path mapped to the SiteMeter v4.0 directory. When using the Local Based Btrieve for running SiteMeter Reports, you must include the following line to your WIN.INI file. For Example: [Btrieve] Options=/p:3072 /f:22 /t:Btr.trn /e 13. PRODUCT ENHANCEMENTS The time required for a user to print a report on a single ticket has been enhanced in response to user requests. The time delay for opening a new or existing ticket has been been enhanced in response to user requests. When using a high resolution monitor, the Ticket Window is now sized more appropriately. ********************************************************************************* Customer Service Department Send written comments to: McAfee Associates, Inc. 766 Shrewsbury Ave Building #2 Tinton Falls, NJ 07724 FAX# (908)576-8867 or by Internet: Customer_Service@Brightwork.com or by Compuserve: Mail Box: 73500,1415 Forum: GO MCAFEE or call the Technical Support line: (908)530-9650 from 8:30 am - 5:00 pm Mon. thru Fri. Eastern Time