NEOSYS Technical Support Wiki - User contributions [en]

Configuring NEOSYS Generally

2012-02-15T05:26:41Z

Ashwin: /* Mass updating database without data entry */

== Clearing files in database ==

This is to be done if you want to clean an old database or clean a training database so that a client can enter fresh data.

These commands DO NOT reset the data to "factory settings" so for new installations you need to download a fresh BACKUP.ZIP file from the NEOSYS website.

*Clear transactions F5 CLEAROP (only clears transactions not reference files)

*Clear all F5 CLEARALL (rather nasty command because it clears all reference files as well)

== Clearing selected files in database ==

This can be done if you want to reimport selected files. The flush index command MUST be performed after doing any clearing.

WARNING This procedure must not be used if there are any transaction in the system that might use the files being cleared.

WARNING Clearing individual files is error prone because other files might refer to the records you are clearing (referential integrity is not applied so dangling references may be created). For example, clearing suppliers without clearing vehicles in advance results in vehicles which have supplier codes that do not exist. Even if you reimport the suppliers, some supplier codes in the vehicles file may not be reimported leaving vehicles with problems.

WARNING The opportunity to create problems that have no solution and that may only surface when the system is in operation is endless unless you think through the implications very very very carefully.

*Flush Index F5 FLUSH.INDEX (this command MUST be performed immediately after any data clearing)

*Clear suppliers F5 CLEARFILE SUPPLIERS

*Clear vehicles F5 CLEARFILE VEHICLES

*Clear Payment Instruction F5 CLEARFIELD CLIENTS PAYMENT_INSTRUCTIONS (only clears the payment instruction from the client and brand file)

== Mass updating database without data entry ==

Warning: It is advisable that you take the approval of NEOSYS DBA or programmers before doing any of the following procedures. There is no protection whatsoever from damaging the database if you do not appreciate all the implications of any particular update. Common sense and caution must be used. If you damage a database then it may be, or with operation become, irretrievably damaged and require reconstruction from a backup causing possibly extreme finance damages to the owner of the data and consequences for yourself. You have been warned.

There are many commands in maintenance mode that allow you to amend the database directly and without any record and without any ability to reverse changes.

Normally, no record of the changes is made. All changes will appear to have been done by the last user at the time and date of the last normal user interface amendments.

=== Available fields to clear or set ===

#Client & Brand File: CLIENTS MARKET_CODE
#Client & Brand File: BRANDS MARKET_CODE

=== How to clear a database field ===

Assuming that a particular database field may be blank (i.e. not required for data entry) then you may clear a field as follows.

Warning: There is nothing to stop you clearing a field that is mandatory and doing this may cause irrecoverable damage to the database.

In the following example we wish to change all clients with market code “UAE to have market code blank.

First, if you don’t want to clear all records, “select” the required records.

SELECT CLIENTS WITH MARKET_CODE “UAE”

After a period of time, depending on the number of records in the file, it should briefly state the number of records selected and then return to the command prompt.

WARNING: If no records have been selected then ALL records will be updated by the following command!

CLEARFIELD CLIENTS MARKET_CODE

=== How to set a database field ===

In the following example we change all the clients where the market code is blank (has not been entered) to become “UAE”.

Warning: You can set the market code to a market code that does not exist. This will cause various problems in the operation of the system but is probably not irrecoverable.

First, if you don’t want to set all records, “select” the required records.

SELECT CLIENTS WITH MARKET_CODE “”

After a period of time, depending on the number of records in the file, it should briefly state the number of records selected and then return to the command prompt.

WARNING: If no records have been selected then ALL records will be updated by the following command!

CLEARFIELD CLIENTS MARKET_CODE/UAE

== Configuring backup procedures ==

See the System Configuration File on the NEOSYS Support Menu. More explanation is at [[Configuring_NEOSYS_automated_backup]]

=== Non-Liability for Backup ===

{{Non-Liability For Backup}}

=== Backing up the Images folder ===

The Images folder under the NEOSYS installation is used to upload images/artworks/files from the Job File section and hence needs to be backed up. NEOSYS will automatically backup this Images folder to the USB drive or other location (specified for the usual data backup) once a week. To configure this backup, RSYNC needs to have been installed during the initial installation.

In case we need to configure the Images folder backup at another location other than the usual daily backup location than we need to edit:

line 12 - and specify the Drive of the location to be backed up to. eg. E or F

== Backup to other media (i.e. not to USB)==

If the backup is going to '''non-removable media''' (even if it is a shared folder on another computer) then the NEOSYS user/client/licensee (NOT the NEOSYS support team) can, at their own responsibility, arrange to '''move''' (NOT COPY) the NEOSYS backup files from that location to a backup location of their choice and avoid the WARNING message : "Backup media not changed. Overwriting last weeks backup"

=== Sample alternative response to client requests for additional backups ===

The existing NEOSYS backup must continue to take place for safety because it is the only well understood standard, controlled and checked procedure in use for all NEOSYS clients.

You are free to setup and operate any additional backup procedure you like but NEOSYS cannot take any responsibility in setting up, monitoring or approving your additional backup procedure because it is beyond our sphere of control, expertise and trust.

What you can backup is the NEOSYS backups on the USB drive. These are readily available online at all times on the NEOSYS server for you to access and copy as you choose.

You can backup the usb anytime using anything you like, but you must not backup anything on any hard disk eg: C or D at any time.

== Copying a single record from one database to another ==

You need to know the file name and record key of the record to be copied.

In this case the file is DEFINITIONS and the key is AGENCY.PARAMS

You can invent any old style 8.3 filename instead of C:\AGP.DAT in the following example

On the source computer:

F5
COPY DEFINITIONS AGENCY.PARAMS TO: (DOS C:\AGP.DAT)

On the target computer:

F5
COPY DOS C:\AGP.DAT (ON) TO: (DEFINITIONS AGENCY.PARAMS)

The (O) option is required to force overwrite of the existing

The (N) option means only copy if the target already exists. It is advisable to use it when you know that the target already exists to avoid misspellings in the command. It must be omitted if the target doesnt exist.

== Allowing users temporary login as NEOSYS in maintenance mode ==

#Get them to login with any name even NEOSYS
#Get the to enter "?" for the pass without the quotes
#NEOSYS will give them a lock like "NEOSYS 123456" which they must give you. You should not log out until the next step is completed
#Follow the NEOSYS lock/key procedure using the full contents of the lock including the user name
(to allow access EXCEPT access to authorisation screen use a special number (not documented here) as the last number of the initial command)
#Give them the key and get them to enter and proceed

== Configuring upload of photoshop "cs2" jpg files ==

Photoshop version "cs2" produces jpg files that cannot be viewed in Internet Explorer.

A solution is to rename the files extension from .jpg to .psjpg before uploading.

"psjpg" files are an invention of NEOSYS and IIS must be configured to handle .psjpg files as follows:

Windows Server 2003 (doesnt work on XP)

#Computer Management, Internet Information Server, Properties
#Click MIME Types
#Click New
#Extension: psjpg
#MIME Type: application/photoshop
#Click OK,OK,OK
#Restart IIS (Right click, All Tasks, Restart)

== Enabling backup servers to access backed-up servers ==

This relates to a common procedure used by NEOSYS to provide automatic nightly synchronisation/backups between servers for multi-office configurations. For more information see
http://itwiki.neosys.com/index.php/Setting_up_remote_backup

Αccording to this procedure, backup processes are actually initiated and run on a "backup server" using a "pull" concept. The "backed-up server" serves the data (usually using an rsync service) to the backup server on request. They do not use a "push" concept.

This means that backup servers need to be able to automatically login to the backed-up servers. On most backup servers a NEOSYS cygwin script called autologin.sh has been installed. This helps you configure the backup server and backed-up server.

Normally you only need to run autologin.sh once per pair of backup and backed-up servers but sometimes the configuration is lost (particularly when NEOSYS is upgraded) and it must be repeated.

=== Using autologin.sh ===

#Asks you for the username and hostname
#Copies an identity file from the backup server to the backed up server. This requires you to enter the administrator or root password.
#Logs you in to the backed up server's cygwin/bash command line. This requires you to enter the password again.
#YOU then type a series of commands to install the identity file and finally exit the command console. The series of commands that you must type are shown on screen by autologin.sh
#Logs you in to the backed up server's cygwin/bash command line. This time, you should NOT be required to enter a password.
#YOU type "exit" to quit the backed up server's command line.

=== Running ./autologin.sh ===

In cygwin on the backup server, you can use any of the following syntax depending on your configuration:

Syntax

./autologin.sh targethostname targetusername sshport

*host and user will be prompted for if omitted
*port will be 19580 if omitted

Example using prompting for parameters

./autologin.sh

Example using default user and port (administrator/19580)

./autologin.sh examplehost.neosys.com

Example with different user (port will be 19580)

./autologin.sh examplehost.neosys.com Administrator

Example with different user and port

./autologin.sh examplehost.neosys.com Administrator 19580

Follow instructions on screen.

The system will ask you once the password to the target server to transfer an identity file and once again to access the command line of the target server from where you must follow a set of instructions in order to load the identity file properly.

The username is usually administrator for windows server targets.

The hostname can be found in backup email logs or in the CONFIG.CMD file in the backup server.

There are often two alternative hostnames. Try the first one first. If you succeed with the first then there is no need to try the second.

Sometimes one of the host names is based on alternative network access methods like hamachi which uses ip addresses starting with "5." and requires hamachi service to be running in both servers and this sometimes is dependent on being logged in and correct setup of hamachi. You can ping the host names to discover the ip numbers of course.

Follow the instructions on the screen VERY carefully.

=== The edit step ===

The last step will enter the nano editor where you should do the following:

If present, delete the word neosys near the end of the last line of the file. The last bit of the last line will refer to some user and host that you are enabling access FROM

BE CAREFUL NOT TO TRIGGER THE AUTOMATIC LINE BREAKING IN NANO because line breaking into two or more lines is automatically triggered when you add characters to long lines. it is not triggered if you just delete characters. If you do cause a line break then quit the editor WITHOUT saving and try again or then use the editor to rejoin the two lines. Note that pressing Alt+L will turn long line breaking off and on which avoids the problem in the first place.

Press Ctrl+X to exit the editor

=== Creating/Upgrading autologin.sh if it doesn’t exist or is out of date ===

nano autologin.sh
chmod +x autologin.sh

<pre>
#!/bin/bash

set -e

REMOTEHOST=$1
REMOTEUSER=$2
PORT=$3

test $REMOTEUSER || REMOTEUSER=administrator
test $PORT || PORT=19580

if [ ! $REMOTEUSER ]; then
echo -n "Remote User (blank=administrator)/root?"
read REMOTEUSER
if [ "$REMOTEUSER" == "" ] ; then REMOTEUSER=administrator ; fi
fi

if [ ! REMOTEHOST ]; then
echo -n "Remote Host? "
read REMOTEHOST
if [ "$REMOTEHOST" == "" ] ; then exit; fi
fi

echo PASSPHRASE MUST BE BLANK IF YOU GET ASKED FOR IT!
#Generate priv/pub keys in .ssh if not already done
#Priv key mustnt be accessible except to owner otherwise wont work.
test -f ~/.ssh/id_dsa || \
ssh-keygen -t dsa -b 1024 && \
chmod 600 ~/.ssh/id_dsa

echo
echo "Logging in to the remote server (enter the pass again)"
sed 's/neosys//' ~/.ssh/id_dsa.pub | \
ssh -p $PORT $REMOTEUSER@$REMOTEHOST \
"mkdir -p .ssh ; chmod 700 .ssh ;\
cat >> .ssh/authorized_keys ;\
chmod 644 .ssh/authorized_keys"

echo
echo "Test automatic login to the remote server"
echo " SHOULD NO LONGER ASK FOR PASSWORD."
echo " IF SUCCESSFULL, TYPE exit"
ssh -p $PORT $REMOTEUSER@$REMOTEHOST
</pre>

== System Configuration File ==
=== Scope ===

*All Installations
*Current Installation (default)
*Current Database

You can configure most items at the above “scopes”. Any item configured on higher/broader scope has priority over the same item on a lower/narrower scope.

Assigning higher priority to higher/broader scopes allows us to override any and all individual installations/databases configurations with a particular configuration of our choosing. However it does not allow us to set a default configuration for all installations/databases and then separately configure each one where desired. That would require NEOSYS to assign priority to lower/narrower scopes – which it doesn’t do.

Troubleshooting NEOSYS Generally

2012-02-12T05:50:43Z

Ashwin: /* NO LOCK RECORD error when working on NEOSYS */

== Solving failure to start a NEOSYS server due to disk failure message ==
=== Problem ===
During a reboot process (which maybe due to a Windows update or even done by a support personnel) the NEOSYS server gets hung on the startup and shows a message "Boot Failure - Abort, Retry".

=== Temporary solution ===
This typically happens due to the USB being plugged into the server and the boot sequence being wrong - i.e. the server trying to boot from the USB first and fails. The immediate solution would be to unplug the USB and ask the client to reboot the server again and upon successfully rebooting the system, plug the USB back again.

=== Permanent solution ===
The above problem will occur every time the computer is rebooted, so you need to immediately talk to the IT Administrator of the client and ask them to rectify the boot sequence to make it boot first from the CD ROM, then the HDD and last the USB.
 Allowing "Boot from USB" causes a severe risk of infection by boot sector viruses since the first infected USB device inserted WILL infect the server immediately as anti-virus programs are not active during boot.

== Solving NEOSYS process hung due to “Abort, Retry, Fail” ==
=== Problem ===
The following messages may come on older versions of NEOSYS if there is a some problem with the USB media inserted for backup.

[[image:usberror.jpg]]

This results in “NEOSYS has not checked in” message on Nagios since it hangs during the monitoring update and locks all other processes from monitoring too.

General failure writing drive F
Abort, Retry, Fail?

Not read reading drive F
Abort, Retry, Fail?

Pressing A or F results in the problem happening again in about a minute, perhaps on a different process.

=== Solution ===
Temporary solution is to do “Safely remove hardware” from the windows notification area. Using “Eject” from My Computer will not work.

Permanent solution is to replace the defective USB memory stick. Sometime reformatting is sufficient.

Upgrading NEOSYS will probably stop the defective media from causing NEOSYS to hang but the USB will still be useless for backup.

== Solving "Read error in the operating system file" ==
=== Problem ===
Nagios reports a hung process and on the server a process has the following message popup.

Read error in the operating system file "..\DATA\PT0833\ACCOUNTS\REV20049
The file does not exist or the filename is
not valid for the operating system.

[[Image:readerrorintheoperatingsystemfile.png]]

=== Cause ===
Some non-NEOSYS program is directly accessing the NEOSYS database files while NEOSYS processes are running and using the files as well.

*Client IT staff using a backup program to perform backup without ensuring that NEOSYS processes are shutdown.
*A NEOSYS rsync process taking longer than expected due to new USB.

=== Solution ===
Kill the NEOSYS process eg with the X button. It is advisable NOT to let it run further while it cannot properly access one of its files.

=== Prevention ===
Remove the third party program or arrange for it to operate only while NEOSYS processes are shutdown eg from 3am-6am.

== Troubleshooting the "Database not available" error message ==
=== Problem explained ===
This error appears when you try to login to NEOSYS after you enter your username and password and click the Login button.

[[image:database_unavailable.jpg]]

Error message :

Cannot login because :
Error : The (database code) database is not available right now.

=== Solution explained ===
# Determine if the processes are running. If they are running and you still get the same message that means that the proccesses have hung. Close them by hitting the X button on the window.
# If the processes are not visible, it is possible that they are running in the background and have hung for some reason. Check the windows task manager to see if any ‘ntvdm’ process is running. If so, use the End Process method to force close it.
# If there is no trace of any process running, that means the process probably did not start at the scheduled time. Refer to the 'Hung Process Reports' to verify this claim.
# If the process had not hung, then the server might have restarted due to a power failure or a windows update and the administrator user had not logged in post the scheduled startup time of 6AM. To determine this cause, investigate in the Windows Event Viewer Log file.
# You can now start up the process by clicking on the respective desktop icons.
# Also check if the backup took place successfully or not. If not take a manual backup.

== Handling damaged files ==

[[Handling damaged files]]

== Checking for corrupt database files ==
Login to NEOSYS Maintenance

Press F5

CHK.FILES

or

CHK.FILES filename

== Assessing Database Size per File ==
In NEOSYS maintenance mode

LIST FILES BY BY-DSND SIZE VOLUME.NAME SIZE

This will include all files not just those in the actual dataset in DATA\* folders.

== Resolving slow speed ==
=== [[Benchmarking NEOSYS]] ===
=== Investigating CPU 100% using Windows Task Manager ===
Email, to support, a screen-shot of task manager APPLICATIONS, PROCESSES and PERFORMANCE screens MAXIMIZED TO SHOW AS MUCH AS POSSIBLE.

(Sort the processes to show ntvdm, waiting.exe and high cpu% processes clearly)

'''Steps:'''
#Right Click on Windows Taskbar and click on Start Task Manager [[image:starttaskmanager.jpg]] 
#Click on Processes and then click on CPU '''Note - The HIGH cpu% processes which should usually be the "process" called "System Idle Process" ''' [[image:cpu100percent1.jpg]] 
#Click on the Performance Tab '''Note - PF Usage should typically be much less than Physical Memory otherwise there is insufficient real memory in the server to handle the load''' [[image:cpu100percent3.jpg]] 
#Click on Application Tab then Right Click on a NEOSYS Process and Click on Bring to Front '''See what the NEOSYS Process is doing [[image:cpu100percent2.jpg]] 
#Right Click on a NEOSYS Process and Click on Go to Processes '''Note the cpu% ntvdm process [[image:cpu100percent2_2.jpg]] 
#Normally NEOSYS application screens say "LISTENING" in the bottom line and those applications should have very low cpu% [[image:normalneosysprocess.jpg]] 
#Look at the difference between the screen of running NEOSYS processes (applications actually) which are idle (listening for requests) and active (processing a request from a user)
#Note the number of cpus or cpu threads in the server from the performance screen graphics [[image:performance-taskmgr-cputhread.jpg]] 
#Take screen-shots of any and ALL hung or long running processes (NEOSYS application screens) and email them to support. Even small details on the screens and user names, the user names may give clues to what problem caused the hanging.A Typical Hung NEOSYS process will look like this: [[image:hungneosysprocess.jpg]] 
#Once all hung/long processes are closed then CPU should be low and not near 100%. If it is still 100% then check all high cpu% processes and send a screen-shot of processes sorted to show the high cpu% process names to support.

=== Solving server CPU% is 100 and all users are extremely slow/stopped ===
==== Too few cpus/threads for the number of users ====
In Windows task manager normally, you should see one ntvdm.exe and one waiting.exe process per NEOSYS process (application). A standard installation has three NEOSYS processes per main database and plus one per test database. This is configured in Support Menu, Configuration File.

If there are MORE ntvdm processes than you expect from the configuration file, then perhaps NEOSYS is auto starting new NEOSYS processes to try and cater for a high number of concurrent users.

If the number of concurrent NEOSYS processes significantly exceeds the number of cpus/hyperthreads available in the server then processing for everybody can become so slow for everybody and almost no work gets done.

==== Solution ====
Stop NEOSYS creating new NEOSYS processes automatically. Create a text file with the first and only line as AUTOSTART=NO in the neosys\neosys folder something like this.

notepad d:\neosys\neosys\NET.CFG

AUTOSTART=NO

== Handling failure and warning on nightly backup alerts ==

[[Handling failure and warning messages on nightly backup alerts]]

== Resolving permissions errors while logging in ==

=== Problem ===

While logging in, you get the following error message:
[[Image:login_error_message.jpg]]

=== Solution ===

Add the internet guest account to the security list of the data folder with the default permission of list/read/write

Make sure the read&execute permission is removed
[[Image:permissions_on_data.jpg]]

== Resolving the 'HTTP Error 500.0 - Internal Server Error' while logging in on IE on a Windows Vista system ==

=== Problem ===
After configuring IIS on Windows Vista you will get this error message while trying to login into NEOSYS from Internet Explorer:

HTTP Error 500.0 - Internal Server Error
Description: This application is running in an application pool that uses the Integrated .NET
mode. This is the preferred mode for running ASP.NET applications on the current and future
version of IIS.

In this mode, the application using client impersonation configured with <identity
impersonate="true" /> may not behave correctly. Client impersonation is not available in early
ASP.NET request processing stages and may lead modules in those stages to execute with process
identity instead.

=== Solution ===

You can move the application to an application pool that uses the Classic .NET mode by using the following from a command line window (the window must be running as Administrator)

%systemroot%\system32\inetsrv\APPCMD.EXE set app "Default Web Site/neosys" /applicationPool:"Classic .NET AppPool"

Alternatively, you can use any other application pool on your system that is running in the Classic .NET mode. You can also use the IIS Administration tool to move this application to another application pool.

== Resolving the 'Class Not Registered' error message while logging in ==

=== Problem ===
While logging into NEOSYS, you will get a popup window giving an error message saying 'Class Not Registered - Server Error'. Typically, you will encounter this error with XP Pro IIS 5.1. As usual, there's way to solve it, however the root cause of this is still unknown.

Anyway, you will get the proper message in the event log:

Event Type: Warning
Event Source: W3SVC
Event Category: None
Event ID: 36
Description: The server failed to load application '/LM/W3SVC/1/ROOT/NEOSYS.
The error was 'Class not registered'.

=== Solution ===
So, what do you do ? This problem is related to Component Services, and when you open Component Services MMC, you will most probably get Error Code 8004E00F COM + was unable to talk to Microsoft Distributed Transaction Coordinator. So, fix the COM+ services first by using the following KB from Microsoft (PRB: Cannot Expand "My Computer" in Component Services MMC Snap-In http://support.microsoft.com/?id=301919):

To resolve this problem, reinstall Component Services as follows: WARNING:
# Open registry editor, locate HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3, and then delete this key.
# From the Start menu, point to Settings, click Control Panel, and then click Add/Remove Programs.
# Click Add/Remove Windows Components.
# Proceed through the wizard, and accept all of the defaults (including IIS)
# Restart the computer.

If the above didn't solve it, and you still receive the 'Class not registered' error message, then you need to recreate the IIS packages in COM+, try

# Delete IIS related package in Component Services MMC
# IIS In-Process Applications
# IIS Out-of-Process Pooled Applications
# IIS Utilities

Next, if you still get the message, try following before re-install IIS if you can't find Distributed Transaction Coordinator in your Services console.

Launch command prompt and run the following command.
# msdtc -install
# net start msdtc

Then try re-install IIS.

This should solve the problem

== Enabling File Security option on Win XP Professional ==

=== Problem ===

In the Properties of any folders, the Security option does not show, hence you cannot modify the Read, Write options.

=== Solution ===

The solution would be to untick the 'Simple File Sharing' option from Tools > Folder Options > View:
[[Image:simplefilesharingoff.jpg]]

== B10 & B12 Errors ==

These errors are in the software and should be immediately escalated to the programmer.

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.

These are the only B errors that NEOSYS cant always permanently prevent by fixing the software.

== Internet Explorer Menu, View, Text Size doesnt change font size as expected ==

Cause: This is because the font size is now user definable in NEOSYS and View, Text Size does not override predefined font sizes.

Solution: If you are using Internet Explorer 7 you can scale the screen (including the font size using ctrl + and ctrl - keyboard shortcuts or the font size button on the bottom right hand side of the window.

You can adjust the font size on the User Details form when you login although this permanently applies to all forms not just the one that you are on.

== Error on process window "Not enough string space - Out of Memory" ==

=== Message ===

‘RTP27’ Line 1. [B29] Not enough string space – Out of Memory.

Not enough memory to execute Debugger; current program aborted.
Press any key to continue

[[Image:out_of_memory.jpg]]

=== Cause ===
Unknown perhaps related to some large document or report

=== Solution ===
Ask users for any hanging transactions.
None other than closing and starting another process

== Uploaded jpg files fail to display in internet explorer ==

Some large jpg files > 2Mb cannot be viewed in internet explorer despite being viewable in image preview, ms paint and other viewers/editors. It is not an issue caused by uploading or downloading the files.

These file appear to have been created on Photoshop CS Macintosh and may be a special type of uncompressed jpg used for production quality files.

=== Partial solution ===
Before uploading the files, open them in some editor like MS Paint (right click, edit) and save them. However this results in a loss of quality. Perhaps there is some program that can convert these files to a format understandable by Internet explorer without any loss of quality.

== "You have attempted to write to a read-only file" ==

=== Message ===

Error while writing data.
You have attempted to write to a read-only file.
- or -
access to the file has been denied by the operating system.
(operating system file name: "..\DATA\ADLINEC\ADAGENCY\REV76467.OV00012618")

=== Cause ===

It is almost certainly due to some third party backup or other maintenance software opening the NEOSYS database files when it shouldn't e.g. badly configured third party backup scheduled to backup NEOSYS while NEOSYS is still running. Note that the exact filename varies each time.

=== Solution ===

This can be a serious error that causes damaged files in NEOSYS especially if the filename ends in .OV. Use the usual methods of checking for damaged files e.g. do a backup which also looks for damaged files BUT DO NOT OVERWRITE THE LATEST BACKUP SINCE IT MAY BE REQUIRED for restoration. Then fix the damaged files using the usual methods e.g. by rebuilding/using
FIXFILE or restoring databases.

=== Prevention ===

Remove the third party backup or other maintenance software or reschedule it to run at a time that NEOSYS is shutdown. Removal of software may require hunting through the windows process list for unexpected programs running.

== Resolving "Cannot backup/restore because PROCESS1 PROCESS2 (etc) is/are online" message ==

This can happen for a variety of reasons if all the NEOSYS processes fail to close down at backup time

# NEOSYS maintenance windows are left open.
# NEOSYS processes hang due to software error.

== How to kill hung NEOSYS processes ==

NOTE WELL: If you kill actively working NEOSYS processes (those which are "listening" and not hung/crashed) there is a reasonable chance that the database will be damaged and might need a restore losing possibly large amounts of work.

==== If NEOSYS processes are visible on the server desktop ====

Look for processes which don't have "Listening ..." on the last but one line. The times on the left hand side are frozen as at the time of the hang.

You can then click the X to kill the process and confirm that this is OK.

Example of a NEOSYS process that has hung due to a software error resulting in a failure to handle a complex query with a lot of brand codes.

[[Image:hungprocess.jpg]]

==== If NEOSYS processes are not visible on the server desktop ====

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on computer restart and no one has logged into the server. In this case it would be running in the background. Secondly in the case of Windows 2008, the processes always are hidden.

You can check if there are any hung processes from the NEOSYS Support Menu, List of Database Processes.
[[Image:databaseprocesseslist.jpg]]

In this case you should follow the below instructions - however all of them need to be done within 30 seconds of starting the first instruction to avoid inconvenience to the users. It is recommend that you keep relevant windows open before proceeding with the same:

#Shutdown NEOSYS by TEMPORARILY putting a file called GLOBAL.END in the parent directory of NEOSYS (if there is already a GLOBAL.END.TEMP file then rename it to GLOBAL.END). Leaving the file there would prevent NEOSYS from starting up again. Shutting down NEOSYS from the Support menu will not work because of the hung processes.
#Use Windows Task Manager to kill all the NTVDM processes - assuming that you have closed all the visible NEOSYS processes, then the NTVDM processes in the task manager would be the hung one.
#Delete GLOBAL.END or rename it to GLOBAL.END.TEMP
#Restart the processes back again. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

=== Temporary workarounds for hung NEOSYS processes ===
Until the error in the software is fixed users can often get their results by simplifying their requirements. For example select individual clients instead of selecting all the brands for a particular client. If the user has repeated his request (in forlorn hope that it would work finally) then the number of NEOSYS working NEOSYS processes will drop causing severe slowdown for other users and complete stop if all the NEOSYS processes hang.

== How to fix a NEOSYS process which opens up in a notepad instead of Microsoft Windows Based Script Host (i.e. DOS window)==

The NEOSYS process (cmd file) might open up in a notepad, instead of the usual black colour DOS window. This can be fixed by the following:

# Download and install the Windows Script 5.6/5.7 from the Microsoft Website
# Go to any folder, click on Tools > Folder Options > File Types and find the .JS and .JSE and change the default program to wscript.exe (from windows>system32)

== Resolving a 'Could not start' error on Scheduled Tasks in Windows Server 2000 SP4 ==

This error occurs because of a change that is made to the data that is stored in the credentials database when you install Windows 2000 SP4. Hence installing SP4 causes the the data that is stored in the credentials database to get converted to an SP4-compatible format. A registry key is configured to indicate that the data has been converted to the SP4 format.

Hence the Scheduled Tasks do not work sometimes. However the Scheduled Tasks works fine sometimes, but when you uninstall SP4, it does not work.

The best solution is to:

# Incase Scheduled Tasks do not work after installing SP4, then uninstall SP4 and it should be fine.
# Incase Scheduled Tasks works after installing SP4, and later after uninstalling SP4, it does not work, then install SP4 and it should be fine.

== Checking for server or NEOSYS crashes ==

#NEOSYS Maintenance Mode
#General Menu, Setup, Processes
#Select the dates and the option Detailed

This report shows a list of dates and times that NEOSYS logged in but did not log out properly.

Ignore the very latest entries since they represent the current NEOSYS processes. For example, if you have four NEOSYS processes running at the time that you get the report (including any in maintenance mode) then you can ignore the last four entries.

The date and time shows for each process that has failed to shutdown correctly when the process logged in. Versions of NEOSYS from January 2008 will also show the date and time that each crashed NEOSYS process was last active (heartbeat) so that the time of failure can be known.

If you see a bunch of NEOSYS processes all started up at around the same time but all failed to shutdown correctly then the cause will be a server failure - usually power failure.

Isolated one-off failures will be related to individual NEOSYS process crashes - most commonly caused by one of the following:

#NEOSYS hanging to due to software failure
#Manually exiting a NEOSYS process on the server either by pressing Ctrl+Alt+Del or clicking the "X" close icon/box and ignoring the warning
#Random server failures eg memory, disk etc

Example:

LOGIN 22/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:53 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 13:51 NEOSYS SERVER NEOSYS Current user session

Interpretation:

The first four entries indicate that all four NEOSYS processes started at 06am were suddenly killed probably by power failure

The next four entries indicate that NEOSYS was restarted at around 08:52 and all these processes were AGAIN killed probably by power failure

The last four entries can be ignored because there were four NEOSYS processes running at the time that the report was generated

== Searching for word/number in the database files using maintenance mode ==

You can search for any word/number in the database files of NEOSYS, using the following command line:

F5
FIND FILENAME WORDWITHOUTANYSPACES

For eg:
FIND CURRENCIES 1.1
(here you are searching for the number 1.1 in the currencies file) You CANNOT search for a phrase ie include spaces like this.

Or you can also type:
FIND FILENAME <enter>
and it will ask you what you want do to search. You can enter an exact phrase with spaces.

Incase you do not know the filenames, you can enter the following command to see all the filenames in the system:

F5
LF

== Troubleshooting the NTVDM Hard error when opening up NEOSYS processes ==

=== Error Message ===

The following error message appears:

[[Image:ntvdm.jpg]]

NTVDM encountered a hard error

=== Solution ===

This error is caused by missing or corrupt Windows system files (i.e. command.com, autoexec.nt and config.nt). The solution is to run a program called XP FIX which will reinstall these missing files. You can download it form http://www.visualtour.com/downloads/xp_fix.exe

Sometimes even after running the XP FIX program the error still appears. Then you need to copy all the files under C:/windows/repair to C:/windows/system32 and in the autoexec.nt and config.nt put REM before any lines there which don't have it.

== Troubleshooting a Service Unavailable message on Internet Explorer when opening up NEOSYS ==

=== Error Message ===

The following error message appears in Internet Explorer when you try to open up NEOSYS:

Service Unavailable

=== Solution ===

Open the IIS Manager, right click Web Sites and select properties:
[[Image:serviceunavailable1.jpg]]

Switch to the Service Tab and tick the "Run WWW Service in IIS 5.0 Isolation Mode".
[[Image:serviceunavailable2.jpg]]

You will be asked for Restart of IIS. Click yes to restart IIS. If you are not asked just restart IIS.

== Inspecting IIS log files ==

At a windows command prompt:

c:
cd \Windows\system32\LogFiles\W3SVC1

or

%SystemDrive%
cd %SystemRoot%
cd system32\LogFiles\W3SVC1

then (substituting the ip number you are interested in)

find "192.168.1.55" *|sort>temp.log

Open temp.log in Excel and use Tools, Data, Text to Columns to split into columns using options "Delimited" and check split on Space.

Autowidth all columns by clicking on the top left box just outside the data to the left of column A and above column 1 then double click the column separator to the right of column "A"

Note that times and dates are in UTC/GMT so you have to add/subtract your timezone offset to get local times.

== Fixing NEOSYS processes that do not auto start / Recovering from incorrect advanced date or time ==
This solution is applicable to live database processes only. Test database processes don’t auto-start any other processes.

=== Problem explained ===
After starting up the 1st process, the rest of the processes don't start up.

=== Solution ===

The possible cause for this could be that the system date/time might have been changed - either manually or by the auto synchronization. Do the following checks in the sequence of order:

# Check for any *.$* files (* after dollar sign should show a number, the highest being the latest one). If it shows OK, then proceed ahead.
# Check for any .end files and delete it to rename to .end.temp
# Check the System Event Viewer log for any 520 or 577 error message (refer http://128.175.24.251/forensics/timechange.htm). Also check for any out of sequence / ahead of today date or time.
# In case of no 520 or 577 error message, go to Administrative Tools > Local Security Policy > Local Policies > Audit Policy > Audit Privilege use - make sure that Success and Failure are selected under this (this will ensure that future changes to the date/time are recorded in the System Log).
# In NEOSYS maintenance mode - F5 ED PROCESSES %UPDATE% - and see what it says, incase of any text (only text, not numbers) there, that means that for sure the system date has been changed. To fix this, exit the editor by pressing the ESCAPE key and then type DELETE PROCESSES "%UPDATE%"

== Recognising and Solving Low Memory Problems ==

Quick Note: Installing a server class operating system on a workstation class computer with the intention of NEOSYS serving a heavy load is likely to cause problems with low memory.

Quick Fix: Disable *ALL* non-essential features in the power-on setup menu.

=== Effects ===

It is speculated but not proven that low memory may cause NEOSYS to fail by hanging, causing damaged files etc.

=== Checking ===

F5
MEMORY

On server class machines it should say somewhere around 350Kb to 370Kb Free

Some server class machines have around 330Kb and sometimes even less with no reported problems

The actual effect of low memory is supposed to make NEOSYS slower and perhaps cause hanging and damaged files however this has not been proven in an specific case so far.

On workstation class machines it may often say around 280Kb to 300Kb.

=== Cause ===

Although there is plenty of real memory in virtually all computers now, NEOSYS runs in the legacy 16 bit virtual memory space of a windows mode called NTVDM. This is limited to 1Mb plus 4Mb of EMS memory.

The 1Mb memory space is shared with:

#Various non-essential windows drivers which NEOSYS automatically disables them in autoexec.nt
#Various plug and play hardware device drivers for the various adapters in the computer like video, network adapters and various other items that NEOSYS is unable to disable.

In a server class computer the hardware device drivers are usually minimally present in the 1Mb base memory and do not therefore DOESNT a low memory situation for NEOSYS.

In workstation class computers there are often many hardware device drivers present in the 1Mb base memory and this DOES causes a low memory situation for NEOSYS.

When NEOSYS is installed on workstation class computers with XP there is usually not a heavy load expectation and therefore the low memory does not cause a problem.

If Windows Server OS is installed on a workstation class computer NEOSYS may well be expected to serve a heavy load with limited amounts of memory.

Workstation class computers: hardware drivers present and EMS is installed in low memory (0000-9FFF) causing low memory for NEOSYS and possible inability to

Server class computers: Usually few hardware drivers are present in high part (A000-FFFF) of the 1Mb base memory and EMS is able to occupy the high memory leaving the low part (0000-9FFFF) of the 1Mb memory free for NEOSYS. You can find out how much memory is available to NEOSYS and whether EMS is occuping high or low memory using the following sections.

=== Fixing Low Memory ===

Start, Run, notepad c:\windows\system32\autoexec.nt

Every time NEOSYS starts it tries to make some changes as follow:

#replaces all lines in C:/WINDOWS/SYSTEM32/AUTOEXEC.NT starting with 'lh ' to start with 'rem NEOSYS LH ' instead.
#changes the line in C:/WINDOWS/SYSTEM32/CONFIG.NT "files=..." to "FILES=200"

The replacement is case sensitive triggered on 'lh' and 'files' so if you manually edit the files and remove the rem or change the number of files and leave the LH and FILES in uppercase then NEOSYS will NOT make further changes. This allows you to do manual amendments to the files without NEOSYS overwriting them.

Check that NEOSYS has successfully disabled all the drivers in the lines starting with LH.

They should be commented out (prefixed) with REM or REM NEOSYS as follows.

After making changes reopen NEOSYS in maintenance mode to use the MEMORY and WHO commands again.

<pre>
REM Install CD ROM extensions
REM NEOSYS LH %SystemRoot%\system32\mscdexnt.exe

REM Install network redirector (load before dosx.exe)
REM NEOSYS LH %SystemRoot%\system32\redir

REM Install DPMI support
REM NEOSYS LH %SYSTEMROOT%\SYSTEM32\DOSX
</pre>

=== Allowing DOS programs that require DOSX to run on the same computer as NEOSYS ===

The automatic commenting out DOSX by NEOSYS will prevent some other DOS-like programs from running. If NEOSYS is on dedicated server then there should be no other such programs to fail. However, if you must allow DOS-like programs to work as well as NEOSYS you can do the following configuration:

#leave or restore the original AUTOEXEC.NT and CONFIG.NT files where they are
#copy them to another folder eg neosys folder
#make the necessary REM changes there by hand
#right click the NEOSYS\NEOSYS\AREV.PIF and select properties
#change the location of the AUTOEXEC.NT and CONFIG.NT files in the following location

[[image:pifsettings.jpg]]

=== Checking EMS Memory Configuration ===

==== Inspection ====

F5
WHO

press the up arrow to get to the last part/page

===== Example of Typical Server EMS Memory =====
[[image:serveremm.jpg]]

===== Example of Typical Workstation EMS Memory =====
[[image:workstationemm.jpg]]

====Correction====

No easy way

Removal of hardware adapters designed for workstations instead of servers eg graphics cards and network cards.

Many of the devices may be located on the motherboard and not relocatable except possibly by BIOS configuration or special manufacturer information.

Use windows device manager, View: Resources by Connection, Open the Memory item and look for items between 000A0000 up to 000FFFFF that might give you a clue as to what hardware could be removed or reconfigured. Actually only 000C0000 to 000FFFFF is candidate for EMS memory since 000A000-000BFFFF is mandatory video memory in all systems.

[[image:devicemanager.jpg]]

== Resolving issue where NEOSYS processes do not start-up at all or start-up and close immediately ==

# Find if a file with the name global.end exists in the root directory of the NEOSYS installation. Eg D:\global.end . If you find such a file, rename it to global.end.temp - for more information on global.end and what it does refer to http://techwiki.neosys.com/index.php/Closing_NEOSYS_services
# If the above didn't fix the problem and NEOSYS still does not start, do a windows search for the entire NEOSYS folder for *.end (i.e. any file ending with .end extension). You may find a (databasecode).end file in D:\neosys\neosys folder which is created by the NEOSYS program during backup at 1 am and later on removed automatically. In this case NEOSYS program might have crashed during the backup and left this file behind. (databasecode).end files prevent other other NEOSYS processes starting up on the database while exclusive processes (like backup) are being done.

In case the above didn't fix the problem then escalate to the programmer immediately.

== Handling Change Backup message if the client does not use a USB backup device ==
DO *NOT* FOLLOW THIS PROCEDURE SINCE IS IT IS TOTALLY UNACCEPTABLE FOR NEOSYS TO SEND OUT A "BACKUP SUCCESS" MESSAGE WHEN THE BACKUP IS NOT BEING DONE PROPERLY. IN GENERAL, TAKING SHORT CUTS THAT MAKE THINGS APPEAR SATISFACTORY WHEN THEY ARE NOT IS VERY POOR POLICY.

IF THE CLIENT IS BACKING UP TO A NON-REMOVABLE DESTINATION THEN EITHER 1. LIVE WITH THE FAILURE MESSAGE OR 2. SUPPRESS THE BACKUP ENTIRELY IN WHICH CASE NO BACKUPS ARE BEING DONE AND PROBABLY THIS WILL SHOW ON NEOSYS PROACTIVE WARNING SYSTEMS LIKE NAGIOS.

# Basically most of the client use USB for Neosys server but there are some clients who do not use USB but save their backups in hard drive.
# As we know that backup take place in Data.bak folder but it do a backup only for a week in a single USB. Over here client do not use USB but save their backup in hard drive in Data.bak folder, once the week is over it will again give Change backup message.
# In this case rename the Data.bak folder to Data1.bak this is done because system read only Data.bak folder as it is configured in the system. When you rename Data.bak to Data1.bak it automatically create a new folder Data.bak in Backup drive.
# This process is done so that the backup should not fail then next day morning and backups are done in Data.bak folder.
# In the third week we will again see the same message Chang backup USB message so you need to rename Data.bak folder to Data2.bak
# But in fourth week you rename the Data1.bak to Data.bak and change the Data2.bak to Data1.bak and Data.bak to Data2.bak
# Keep only three folders and Data.bak, Data1.bak, Data2.bak and keep on renaming these folders every week as shown above.

== Closing processes that are not visible on the desktop or hidden ==

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on restart and no one has logged into the server. In this case it would be hidden. Secondly in the case of Windows 2008, the processes always are hidden.

In these cases whenever there is a hung NEOSYS process - due to many reasons for eg low memory. In this case you should close all processes using the global.end method and then from the task manager kill any NTVDM processes and then restart NEOSYS. This should be done within 30 seconds from using the global.end method to avoid any inconvenience to the users. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

== NEOSYS not updating NAGIOS ==

=== Error Message ===
You notice a problem on NAGIOS indicating that '''''NEOSYS not checked in''' on a particular client server.

=== Possible Causes & Solutions ===

====The NEOSYS process is '''NOT''' running on the server====

Start the NEOSYS process and wait for 10 mins for NEOSYS to check into NAGIOS.
 

====The NEOSYS process '''is''' running on the server but still cannot connect to NAGIOS====
#Search for '''UPDATE.$WG''' file located in the neosys\neosys. folder
#You should find a message similar to the following:
<pre>
Connecting to 192.168.100.145:8080 failed: No such file or directory.
</pre>
Where the above appears to be some non-functional http proxy server ip/port number and is not the expected nagios server ip number.
 '''(Note:''' The '''UPDATE.$WG''' file has to be viewed using either '''Notepad''' or '''Wordpad''') 
'''The windows command PROXYCFG shows the same ip and port:'''

<pre>
D:\NEOSYS\NEOSYS>proxycfg
Microsoft (R) WinHTTP Default Proxy Configuration Tool
Copyright (c) Microsoft Corporation. All rights reserved.

Current WinHTTP proxy settings under:
HKEY_LOCAL_MACHINE\
SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\
WinHttpSettings :

Proxy Server(s) : 192.168.100.145:8080
Bypass List : 192.168.*.*;localhost;<local>

</pre>

'''Solution 1 - Remove the above setting to create a direct connection'''

#To remove the registry entries that ProxyCfg.exe creates,you must delete the WinHttpSettings value from the following registry key: <PRE>HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings</PRE>
#After you do the above, confirm that the proxy details are deleted by running the proxycfg command 
#Next, restart the NEOSYS processes for the changes to be affected
 

'''Solution 2 - Configure a functioning proxy ip/port number'''
#Use the proxycfg command to enter a working proxy ip/port number/exclusion list: http://msdn.microsoft.com/en-us/library/aa384069%28VS.85%29.aspx
#After you do the above, confirm that the new proxy details are working by running the proxycfg command again
#Next, restart the NEOSYS processes for the changes to be affected
 

 Note: Please refer to the link before you restart NEOSYS processes http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Closing_processes_that_are_not_visible_on_the_desktop_or_hidden 

== Solving “page not found” when downloading some file types after uploading them successfully ==
=== One by One ===

Windows web server will not download file types that it is unaware of. You can enable the download of new file types one by one as follows.

This process is tedious and error-prone if you have to add many type.

#Computer Management
#Services and Applications
#IIS properties
#Mime Types
#Add

=== Many ===

Window Server 2003 is unaware of all the Office 2007+ file types. To add all Office 2007+ file types at once do the following:

Stop IIS

iisreset /stop

Open the list of mime types

*Start, Run, notepad C:\WINDOWS\system32\inetsrv\MetaBase.xml

Search the file for “xlsx” and quit the editor if already inserted.

Otherwise, find the following line,

.xml,text/xml

and insert after that line the following lines. They do not need to be indented.

<pre>
.docm,application/vnd.ms-word.document.macroEnabled.12
.docx,application/vnd.openxmlformats-officedocument.wordprocessingml.document
.dotm,application/vnd.ms-word.template.macroEnabled.12
.dotx,application/vnd.openxmlformats-officedocument.wordprocessingml.template
.potm,application/vnd.ms-powerpoint.template.macroEnabled.12
.potx,application/vnd.openxmlformats-officedocument.presentationml.template
.ppam,application/vnd.ms-powerpoint.addin.macroEnabled.12
.ppsm,application/vnd.ms-powerpoint.slideshow.macroEnabled.12
.ppsx,application/vnd.openxmlformats-officedocument.presentationml.slideshow
.pptm,application/vnd.ms-powerpoint.presentation.macroEnabled.12
.pptx,application/vnd.openxmlformats-officedocument.presentationml.presentation
.xlam,application/vnd.ms-excel.addin.macroEnabled.12
.xlsb,application/vnd.ms-excel.sheet.binary.macroEnabled.12
.xlsm,application/vnd.ms-excel.sheet.macroEnabled.12
.xlsx,application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
.xltm,application/vnd.ms-excel.template.macroEnabled.12
.xltx,application/vnd.openxmlformats-officedocument.spreadsheetml.template
</pre>

Save the file with File and Exit

Restart IIS

== Handling Neosys Automatic Upgrade Error Messages ==

=== Error Message ===
We will receive an email from the NEOSYS client installation with the following message:

'''"UPGRADEN.EXE" does not have expected exe MZ signature'''

=== Solution ===
This message is a note that the NEOSYS automatic update procedure failed to download an upgrade file correctly.
This happens sometimes due to network issues but can be ignored because the file will be probably be correctly downloaded on the next automatic update check.

'''Note:''' This message is only informative to help with any problem with the automatic upgrade procedure and may be removed in a later version of neosys (currently Oct 2012)

== Testing https connection ==

The following procedure tests that the https server is operational and not blocked by firewall etc. It does not detect certificate errors.

From a windows command prompt use the following telnet command:
<pre>
telnet clientname.hosts.neosys.com 4430
</pre>
#4430 is the usual NEOSYS http port but replace it by whatever port is actually used for NEOSYS https on the system being tested. If there are multiple https installations on a particular server then different ports are probably used
#Replace clientname.hosts.neosys.com with the normal https login domain name of the client for whom we want to check the https service

Normal behavior is that it should open a black screen. Pressing Enter or any key returns the _ character. (Close the window using the [X] since there is no keyboard command to do so)

Hanging means that there is some connectivity issue (firewall/ip/server not running/https not installed etc)

== Troubleshooting "page not found" error while using https ==

'''Problem:'''

#The https service stops working and gives "Page not found" error.
#The https connection tests fine using telnet (see article above)

'''Solution:'''

#Reinstall https using the usual procedure (currently using selfssl)
#Email clients, requesting to reinstall the new security certificate by following the procedure given at [http://userwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Resolving_HTTPS_certificate_error_when_logging_in_from_an_external_link Resolving https certificate error].

== Installing "QUICKDEX" on some files ==
"Quickdex" is a type of index that keeps an alphabetical order on small files. In some maintenance procedures you may be asked to "install Quickdex".

For example to add a quickdex to the UNITS file.

Maintenance mode press F5

DICT UNITS

<pre>
г=================Dictionary=================┐
│ │
│ File name UNITS │
│ Field name ......................... │
│ │
│ Dict type │
│ Single/Multi │
│ Data type │
│ Output format │
│ Validation patterns │
│ │
│ Position Key part │
│ │
│ Column heading │
│ │
│ │
│ Justification Display length │
│ Description │
│ │
│ │
L============================================-
</pre>

Press Shift+F3.

If it says "Do you want to remove ..." then Quickdex has already been installed and you should not continue. Press Esc to cancel, then Esc to quit.

<pre>
г=[B202]==================================┐
│ │
│ "UNITS" has │
│ "QUICKDEX" installed. │
│ │
│ Do you want to remove "QUICKDEX"? [Y/N] │
│ │
│<Y >│
L=========================================-
</pre>

Otherwise it should say "Do you want to install ...". Press Enter to accept.

<pre>
г=[W963]============================┐
│ │
│ Do you want to install a │
│ Quickdex or Rightdex index? [Q/R] │
│ │
│<Q >│
L===================================-
</pre>

It should then say "Do you want to update ...". Press Enter to accept.

<pre>
г=[W901]========================================┐
│ │
│ The "UNITS" file has had │
│ the "QUICKDEX" modifying filing system added. │
│ There are 0 records in "UNITS". │
│ │
│ Do you want to update "QUICKDEX"? [Y/N] │
│ │
│<Y >│
L===============================================-
</pre>

Afterwards it should return to the initial screen. Press Esc to quit.

Troubleshooting NEOSYS Generally

2012-02-09T12:40:54Z

Ashwin: /* Solution */

== Solving failure to start a NEOSYS server due to disk failure message ==
=== Problem ===
During a reboot process (which maybe due to a Windows update or even done by a support personnel) the NEOSYS server gets hung on the startup and shows a message "Boot Failure - Abort, Retry".

=== Temporary solution ===
This typically happens due to the USB being plugged into the server and the boot sequence being wrong - i.e. the server trying to boot from the USB first and fails. The immediate solution would be to unplug the USB and ask the client to reboot the server again and upon successfully rebooting the system, plug the USB back again.

=== Permanent solution ===
The above problem will occur every time the computer is rebooted, so you need to immediately talk to the IT Administrator of the client and ask them to rectify the boot sequence to make it boot first from the CD ROM, then the HDD and last the USB.
 Allowing "Boot from USB" causes a severe risk of infection by boot sector viruses since the first infected USB device inserted WILL infect the server immediately as anti-virus programs are not active during boot.

== Solving NEOSYS process hung due to “Abort, Retry, Fail” ==
=== Problem ===
The following messages may come on older versions of NEOSYS if there is a some problem with the USB media inserted for backup.

[[image:usberror.jpg]]

This results in “NEOSYS has not checked in” message on Nagios since it hangs during the monitoring update and locks all other processes from monitoring too.

General failure writing drive F
Abort, Retry, Fail?

Not read reading drive F
Abort, Retry, Fail?

Pressing A or F results in the problem happening again in about a minute, perhaps on a different process.

=== Solution ===
Temporary solution is to do “Safely remove hardware” from the windows notification area. Using “Eject” from My Computer will not work.

Permanent solution is to replace the defective USB memory stick. Sometime reformatting is sufficient.

Upgrading NEOSYS will probably stop the defective media from causing NEOSYS to hang but the USB will still be useless for backup.

== Solving "Read error in the operating system file" ==
=== Problem ===
Nagios reports a hung process and on the server a process has the following message popup.

Read error in the operating system file "..\DATA\PT0833\ACCOUNTS\REV20049
The file does not exist or the filename is
not valid for the operating system.

[[Image:readerrorintheoperatingsystemfile.png]]

=== Cause ===
Some non-NEOSYS program is directly accessing the NEOSYS database files while NEOSYS processes are running and using the files as well.

*Client IT staff using a backup program to perform backup without ensuring that NEOSYS processes are shutdown.
*A NEOSYS rsync process taking longer than expected due to new USB.

=== Solution ===
Kill the NEOSYS process eg with the X button. It is advisable NOT to let it run further while it cannot properly access one of its files.

=== Prevention ===
Remove the third party program or arrange for it to operate only while NEOSYS processes are shutdown eg from 3am-6am.

== Troubleshooting the "Database not available" error message ==
=== Problem explained ===
This error appears when you try to login to NEOSYS after you enter your username and password and click the Login button.

[[image:database_unavailable.jpg]]

Error message :

Cannot login because :
Error : The (database code) database is not available right now.

=== Solution explained ===
# Determine if the processes are running. If they are running and you still get the same message that means that the proccesses have hung. Close them by hitting the X button on the window.
# If the processes are not visible, it is possible that they are running in the background and have hung for some reason. Check the windows task manager to see if any ‘ntvdm’ process is running. If so, use the End Process method to force close it.
# If there is no trace of any process running, that means the process probably did not start at the scheduled time. Refer to the 'Hung Process Reports' to verify this claim.
# If the process had not hung, then the server might have restarted due to a power failure or a windows update and the administrator user had not logged in post the scheduled startup time of 6AM. To determine this cause, investigate in the Windows Event Viewer Log file.
# You can now start up the process by clicking on the respective desktop icons.
# Also check if the backup took place successfully or not. If not take a manual backup.

== Handling damaged files ==

[[Handling damaged files]]

== Checking for corrupt database files ==
Login to NEOSYS Maintenance

Press F5

CHK.FILES

or

CHK.FILES filename

== Assessing Database Size per File ==
In NEOSYS maintenance mode

LIST FILES BY BY-DSND SIZE VOLUME.NAME SIZE

This will include all files not just those in the actual dataset in DATA\* folders.

== Resolving slow speed ==
=== [[Benchmarking NEOSYS]] ===
=== Investigating CPU 100% using Windows Task Manager ===
Email, to support, a screen-shot of task manager APPLICATIONS, PROCESSES and PERFORMANCE screens MAXIMIZED TO SHOW AS MUCH AS POSSIBLE.

(Sort the processes to show ntvdm, waiting.exe and high cpu% processes clearly)

'''Steps:'''
#Right Click on Windows Taskbar and click on Start Task Manager [[image:starttaskmanager.jpg]] 
#Click on Processes and then click on CPU '''Note - The HIGH cpu% processes which should usually be the "process" called "System Idle Process" ''' [[image:cpu100percent1.jpg]] 
#Click on the Performance Tab '''Note - PF Usage should typically be much less than Physical Memory otherwise there is insufficient real memory in the server to handle the load''' [[image:cpu100percent3.jpg]] 
#Click on Application Tab then Right Click on a NEOSYS Process and Click on Bring to Front '''See what the NEOSYS Process is doing [[image:cpu100percent2.jpg]] 
#Right Click on a NEOSYS Process and Click on Go to Processes '''Note the cpu% ntvdm process [[image:cpu100percent2_2.jpg]] 
#Normally NEOSYS application screens say "LISTENING" in the bottom line and those applications should have very low cpu% [[image:normalneosysprocess.jpg]] 
#Look at the difference between the screen of running NEOSYS processes (applications actually) which are idle (listening for requests) and active (processing a request from a user)
#Note the number of cpus or cpu threads in the server from the performance screen graphics [[image:performance-taskmgr-cputhread.jpg]] 
#Take screen-shots of any and ALL hung or long running processes (NEOSYS application screens) and email them to support. Even small details on the screens and user names, the user names may give clues to what problem caused the hanging.A Typical Hung NEOSYS process will look like this: [[image:hungneosysprocess.jpg]] 
#Once all hung/long processes are closed then CPU should be low and not near 100%. If it is still 100% then check all high cpu% processes and send a screen-shot of processes sorted to show the high cpu% process names to support.

=== Solving server CPU% is 100 and all users are extremely slow/stopped ===
==== Too few cpus/threads for the number of users ====
In Windows task manager normally, you should see one ntvdm.exe and one waiting.exe process per NEOSYS process (application). A standard installation has three NEOSYS processes per main database and plus one per test database. This is configured in Support Menu, Configuration File.

If there are MORE ntvdm processes than you expect from the configuration file, then perhaps NEOSYS is auto starting new NEOSYS processes to try and cater for a high number of concurrent users.

If the number of concurrent NEOSYS processes significantly exceeds the number of cpus/hyperthreads available in the server then processing for everybody can become so slow for everybody and almost no work gets done.

==== Solution ====
Stop NEOSYS creating new NEOSYS processes automatically. Create a text file with the first and only line as AUTOSTART=NO in the neosys\neosys folder something like this.

notepad d:\neosys\neosys\NET.CFG

AUTOSTART=NO

== Handling failure and warning on nightly backup alerts ==

[[Handling failure and warning messages on nightly backup alerts]]

== Resolving permissions errors while logging in ==

=== Problem ===

While logging in, you get the following error message:
[[Image:login_error_message.jpg]]

=== Solution ===

Add the internet guest account to the security list of the data folder with the default permission of list/read/write

Make sure the read&execute permission is removed
[[Image:permissions_on_data.jpg]]

== Resolving the 'HTTP Error 500.0 - Internal Server Error' while logging in on IE on a Windows Vista system ==

=== Problem ===
After configuring IIS on Windows Vista you will get this error message while trying to login into NEOSYS from Internet Explorer:

HTTP Error 500.0 - Internal Server Error
Description: This application is running in an application pool that uses the Integrated .NET
mode. This is the preferred mode for running ASP.NET applications on the current and future
version of IIS.

In this mode, the application using client impersonation configured with <identity
impersonate="true" /> may not behave correctly. Client impersonation is not available in early
ASP.NET request processing stages and may lead modules in those stages to execute with process
identity instead.

=== Solution ===

You can move the application to an application pool that uses the Classic .NET mode by using the following from a command line window (the window must be running as Administrator)

%systemroot%\system32\inetsrv\APPCMD.EXE set app "Default Web Site/neosys" /applicationPool:"Classic .NET AppPool"

Alternatively, you can use any other application pool on your system that is running in the Classic .NET mode. You can also use the IIS Administration tool to move this application to another application pool.

== Resolving the 'Class Not Registered' error message while logging in ==

=== Problem ===
While logging into NEOSYS, you will get a popup window giving an error message saying 'Class Not Registered - Server Error'. Typically, you will encounter this error with XP Pro IIS 5.1. As usual, there's way to solve it, however the root cause of this is still unknown.

Anyway, you will get the proper message in the event log:

Event Type: Warning
Event Source: W3SVC
Event Category: None
Event ID: 36
Description: The server failed to load application '/LM/W3SVC/1/ROOT/NEOSYS.
The error was 'Class not registered'.

=== Solution ===
So, what do you do ? This problem is related to Component Services, and when you open Component Services MMC, you will most probably get Error Code 8004E00F COM + was unable to talk to Microsoft Distributed Transaction Coordinator. So, fix the COM+ services first by using the following KB from Microsoft (PRB: Cannot Expand "My Computer" in Component Services MMC Snap-In http://support.microsoft.com/?id=301919):

To resolve this problem, reinstall Component Services as follows: WARNING:
# Open registry editor, locate HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3, and then delete this key.
# From the Start menu, point to Settings, click Control Panel, and then click Add/Remove Programs.
# Click Add/Remove Windows Components.
# Proceed through the wizard, and accept all of the defaults (including IIS)
# Restart the computer.

If the above didn't solve it, and you still receive the 'Class not registered' error message, then you need to recreate the IIS packages in COM+, try

# Delete IIS related package in Component Services MMC
# IIS In-Process Applications
# IIS Out-of-Process Pooled Applications
# IIS Utilities

Next, if you still get the message, try following before re-install IIS if you can't find Distributed Transaction Coordinator in your Services console.

Launch command prompt and run the following command.
# msdtc -install
# net start msdtc

Then try re-install IIS.

This should solve the problem

== Enabling File Security option on Win XP Professional ==

=== Problem ===

In the Properties of any folders, the Security option does not show, hence you cannot modify the Read, Write options.

=== Solution ===

The solution would be to untick the 'Simple File Sharing' option from Tools > Folder Options > View:
[[Image:simplefilesharingoff.jpg]]

== B10 & B12 Errors ==

These errors are in the software and should be immediately escalated to the programmer.

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.

These are the only B errors that NEOSYS cant always permanently prevent by fixing the software.

== Internet Explorer Menu, View, Text Size doesnt change font size as expected ==

Cause: This is because the font size is now user definable in NEOSYS and View, Text Size does not override predefined font sizes.

Solution: If you are using Internet Explorer 7 you can scale the screen (including the font size using ctrl + and ctrl - keyboard shortcuts or the font size button on the bottom right hand side of the window.

You can adjust the font size on the User Details form when you login although this permanently applies to all forms not just the one that you are on.

== Error on process window "Not enough string space - Out of Memory" ==

=== Message ===

‘RTP27’ Line 1. [B29] Not enough string space – Out of Memory.

Not enough memory to execute Debugger; current program aborted.
Press any key to continue

[[Image:out_of_memory.jpg]]

=== Cause ===
Unknown perhaps related to some large document or report

=== Solution ===
Ask users for any hanging transactions.
None other than closing and starting another process

== Uploaded jpg files fail to display in internet explorer ==

Some large jpg files > 2Mb cannot be viewed in internet explorer despite being viewable in image preview, ms paint and other viewers/editors. It is not an issue caused by uploading or downloading the files.

These file appear to have been created on Photoshop CS Macintosh and may be a special type of uncompressed jpg used for production quality files.

=== Partial solution ===
Before uploading the files, open them in some editor like MS Paint (right click, edit) and save them. However this results in a loss of quality. Perhaps there is some program that can convert these files to a format understandable by Internet explorer without any loss of quality.

== "You have attempted to write to a read-only file" ==

=== Message ===

Error while writing data.
You have attempted to write to a read-only file.
- or -
access to the file has been denied by the operating system.
(operating system file name: "..\DATA\ADLINEC\ADAGENCY\REV76467.OV00012618")

=== Cause ===

It is almost certainly due to some third party backup or other maintenance software opening the NEOSYS database files when it shouldn't e.g. badly configured third party backup scheduled to backup NEOSYS while NEOSYS is still running. Note that the exact filename varies each time.

=== Solution ===

This can be a serious error that causes damaged files in NEOSYS especially if the filename ends in .OV. Use the usual methods of checking for damaged files e.g. do a backup which also looks for damaged files BUT DO NOT OVERWRITE THE LATEST BACKUP SINCE IT MAY BE REQUIRED for restoration. Then fix the damaged files using the usual methods e.g. by rebuilding/using
FIXFILE or restoring databases.

=== Prevention ===

Remove the third party backup or other maintenance software or reschedule it to run at a time that NEOSYS is shutdown. Removal of software may require hunting through the windows process list for unexpected programs running.

== Resolving "Cannot backup/restore because PROCESS1 PROCESS2 (etc) is/are online" message ==

This can happen for a variety of reasons if all the NEOSYS processes fail to close down at backup time

# NEOSYS maintenance windows are left open.
# NEOSYS processes hang due to software error.

== How to kill hung NEOSYS processes ==

NOTE WELL: If you kill actively working NEOSYS processes (those which are "listening" and not hung/crashed) there is a reasonable chance that the database will be damaged and might need a restore losing possibly large amounts of work.

==== If NEOSYS processes are visible on the server desktop ====

Look for processes which don't have "Listening ..." on the last but one line. The times on the left hand side are frozen as at the time of the hang.

You can then click the X to kill the process and confirm that this is OK.

Example of a NEOSYS process that has hung due to a software error resulting in a failure to handle a complex query with a lot of brand codes.

[[Image:hungprocess.jpg]]

==== If NEOSYS processes are not visible on the server desktop ====

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on computer restart and no one has logged into the server. In this case it would be running in the background. Secondly in the case of Windows 2008, the processes always are hidden.

You can check if there are any hung processes from the NEOSYS Support Menu, List of Database Processes.
[[Image:databaseprocesseslist.jpg]]

In this case you should follow the below instructions - however all of them need to be done within 30 seconds of starting the first instruction to avoid inconvenience to the users. It is recommend that you keep relevant windows open before proceeding with the same:

#Shutdown NEOSYS by TEMPORARILY putting a file called GLOBAL.END in the parent directory of NEOSYS (if there is already a GLOBAL.END.TEMP file then rename it to GLOBAL.END). Leaving the file there would prevent NEOSYS from starting up again. Shutting down NEOSYS from the Support menu will not work because of the hung processes.
#Use Windows Task Manager to kill all the NTVDM processes - assuming that you have closed all the visible NEOSYS processes, then the NTVDM processes in the task manager would be the hung one.
#Delete GLOBAL.END or rename it to GLOBAL.END.TEMP
#Restart the processes back again. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

=== Temporary workarounds for hung NEOSYS processes ===
Until the error in the software is fixed users can often get their results by simplifying their requirements. For example select individual clients instead of selecting all the brands for a particular client. If the user has repeated his request (in forlorn hope that it would work finally) then the number of NEOSYS working NEOSYS processes will drop causing severe slowdown for other users and complete stop if all the NEOSYS processes hang.

== How to fix a NEOSYS process which opens up in a notepad instead of Microsoft Windows Based Script Host (i.e. DOS window)==

The NEOSYS process (cmd file) might open up in a notepad, instead of the usual black colour DOS window. This can be fixed by the following:

# Download and install the Windows Script 5.6/5.7 from the Microsoft Website
# Go to any folder, click on Tools > Folder Options > File Types and find the .JS and .JSE and change the default program to wscript.exe (from windows>system32)

== Resolving a 'Could not start' error on Scheduled Tasks in Windows Server 2000 SP4 ==

This error occurs because of a change that is made to the data that is stored in the credentials database when you install Windows 2000 SP4. Hence installing SP4 causes the the data that is stored in the credentials database to get converted to an SP4-compatible format. A registry key is configured to indicate that the data has been converted to the SP4 format.

Hence the Scheduled Tasks do not work sometimes. However the Scheduled Tasks works fine sometimes, but when you uninstall SP4, it does not work.

The best solution is to:

# Incase Scheduled Tasks do not work after installing SP4, then uninstall SP4 and it should be fine.
# Incase Scheduled Tasks works after installing SP4, and later after uninstalling SP4, it does not work, then install SP4 and it should be fine.

== Checking for server or NEOSYS crashes ==

#NEOSYS Maintenance Mode
#General Menu, Setup, Processes
#Select the dates and the option Detailed

This report shows a list of dates and times that NEOSYS logged in but did not log out properly.

Ignore the very latest entries since they represent the current NEOSYS processes. For example, if you have four NEOSYS processes running at the time that you get the report (including any in maintenance mode) then you can ignore the last four entries.

The date and time shows for each process that has failed to shutdown correctly when the process logged in. Versions of NEOSYS from January 2008 will also show the date and time that each crashed NEOSYS process was last active (heartbeat) so that the time of failure can be known.

If you see a bunch of NEOSYS processes all started up at around the same time but all failed to shutdown correctly then the cause will be a server failure - usually power failure.

Isolated one-off failures will be related to individual NEOSYS process crashes - most commonly caused by one of the following:

#NEOSYS hanging to due to software failure
#Manually exiting a NEOSYS process on the server either by pressing Ctrl+Alt+Del or clicking the "X" close icon/box and ignoring the warning
#Random server failures eg memory, disk etc

Example:

LOGIN 22/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:53 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 13:51 NEOSYS SERVER NEOSYS Current user session

Interpretation:

The first four entries indicate that all four NEOSYS processes started at 06am were suddenly killed probably by power failure

The next four entries indicate that NEOSYS was restarted at around 08:52 and all these processes were AGAIN killed probably by power failure

The last four entries can be ignored because there were four NEOSYS processes running at the time that the report was generated

== Searching for word/number in the database files using maintenance mode ==

You can search for any word/number in the database files of NEOSYS, using the following command line:

F5
FIND FILENAME WORDWITHOUTANYSPACES

For eg:
FIND CURRENCIES 1.1
(here you are searching for the number 1.1 in the currencies file) You CANNOT search for a phrase ie include spaces like this.

Or you can also type:
FIND FILENAME <enter>
and it will ask you what you want do to search. You can enter an exact phrase with spaces.

Incase you do not know the filenames, you can enter the following command to see all the filenames in the system:

F5
LF

== NO LOCK RECORD error when working on NEOSYS ==

=== Error Message ===

The following error message appears:

Cannot save "DOCUMENT NAME" because:
Somebody has updated this record.
Your update cannot be applied.
This session id does not agree "NO LOCK PERIOD"

=== Possible Causes and Solutions ===

1. There is some other error in NEOSYS software while saving the record.
Probably another error message would come before this one and that message should be sent to NEOSYS in order to solve the actual problem.

2. There has been a temporary loss of connection to the server for some period of time.
The NEOSYS web page needs to periodically "refresh" the exclusive lock on the document being edited. If NEOSYS cannot perform the refresh it may lose the rights to save the document.

Loss of connection could be for a huge variety of reasons including server, network, and workstation failures.

3. Bad Internet Explorer Configuration
Loss of cookies etc due to third party software (internet toolbars/spyware etc)

Reset Internet Explorer to factory settings.

== Troubleshooting the NTVDM Hard error when opening up NEOSYS processes ==

=== Error Message ===

The following error message appears:

[[Image:ntvdm.jpg]]

NTVDM encountered a hard error

=== Solution ===

This error is caused by missing or corrupt Windows system files (i.e. command.com, autoexec.nt and config.nt). The solution is to run a program called XP FIX which will reinstall these missing files. You can download it form http://www.visualtour.com/downloads/xp_fix.exe

Sometimes even after running the XP FIX program the error still appears. Then you need to copy all the files under C:/windows/repair to C:/windows/system32 and in the autoexec.nt and config.nt put REM before any lines there which don't have it.

== Troubleshooting a Service Unavailable message on Internet Explorer when opening up NEOSYS ==

=== Error Message ===

The following error message appears in Internet Explorer when you try to open up NEOSYS:

Service Unavailable

=== Solution ===

Open the IIS Manager, right click Web Sites and select properties:
[[Image:serviceunavailable1.jpg]]

Switch to the Service Tab and tick the "Run WWW Service in IIS 5.0 Isolation Mode".
[[Image:serviceunavailable2.jpg]]

You will be asked for Restart of IIS. Click yes to restart IIS. If you are not asked just restart IIS.

== Inspecting IIS log files ==

At a windows command prompt:

c:
cd \Windows\system32\LogFiles\W3SVC1

or

%SystemDrive%
cd %SystemRoot%
cd system32\LogFiles\W3SVC1

then (substituting the ip number you are interested in)

find "192.168.1.55" *|sort>temp.log

Open temp.log in Excel and use Tools, Data, Text to Columns to split into columns using options "Delimited" and check split on Space.

Autowidth all columns by clicking on the top left box just outside the data to the left of column A and above column 1 then double click the column separator to the right of column "A"

Note that times and dates are in UTC/GMT so you have to add/subtract your timezone offset to get local times.

== Fixing NEOSYS processes that do not auto start / Recovering from incorrect advanced date or time ==

=== Problem explained ===
After starting up the 1st process, the rest of the processes don't start up.

=== Solution ===

The possible cause for this could be that the system date/time might have been changed - either manually or by the auto synchronization. Do the following checks in the sequence of order:

# Check for any *.$* files (* after dollar sign should show a number, the highest being the latest one). If it shows OK, then proceed ahead.
# Check for any .end files and delete it to rename to .end.temp
# Check the System Event Viewer log for any 520 or 577 error message (refer http://128.175.24.251/forensics/timechange.htm). Also check for any out of sequence / ahead of today date or time.
# In case of no 520 or 577 error message, go to Administrative Tools > Local Security Policy > Local Policies > Audit Policy > Audit Privilege use - make sure that Success and Failure are selected under this (this will ensure that future changes to the date/time are recorded in the System Log).
# In NEOSYS maintenance mode - F5 ED PROCESSES %UPDATE% - and see what it says, incase of any text (only text, not numbers) there, that means that for sure the system date has been changed. To fix this, exit the editor by pressing the ESCAPE key and then type DELETE PROCESSES "%UPDATE%"

== Recognising and Solving Low Memory Problems ==

Quick Note: Installing a server class operating system on a workstation class computer with the intention of NEOSYS serving a heavy load is likely to cause problems with low memory.

Quick Fix: Disable *ALL* non-essential features in the power-on setup menu.

=== Effects ===

It is speculated but not proven that low memory may cause NEOSYS to fail by hanging, causing damaged files etc.

=== Checking ===

F5
MEMORY

On server class machines it should say somewhere around 350Kb to 370Kb Free

Some server class machines have around 330Kb and sometimes even less with no reported problems

The actual effect of low memory is supposed to make NEOSYS slower and perhaps cause hanging and damaged files however this has not been proven in an specific case so far.

On workstation class machines it may often say around 280Kb to 300Kb.

=== Cause ===

Although there is plenty of real memory in virtually all computers now, NEOSYS runs in the legacy 16 bit virtual memory space of a windows mode called NTVDM. This is limited to 1Mb plus 4Mb of EMS memory.

The 1Mb memory space is shared with:

#Various non-essential windows drivers which NEOSYS automatically disables them in autoexec.nt
#Various plug and play hardware device drivers for the various adapters in the computer like video, network adapters and various other items that NEOSYS is unable to disable.

In a server class computer the hardware device drivers are usually minimally present in the 1Mb base memory and do not therefore DOESNT a low memory situation for NEOSYS.

In workstation class computers there are often many hardware device drivers present in the 1Mb base memory and this DOES causes a low memory situation for NEOSYS.

When NEOSYS is installed on workstation class computers with XP there is usually not a heavy load expectation and therefore the low memory does not cause a problem.

If Windows Server OS is installed on a workstation class computer NEOSYS may well be expected to serve a heavy load with limited amounts of memory.

Workstation class computers: hardware drivers present and EMS is installed in low memory (0000-9FFF) causing low memory for NEOSYS and possible inability to

Server class computers: Usually few hardware drivers are present in high part (A000-FFFF) of the 1Mb base memory and EMS is able to occupy the high memory leaving the low part (0000-9FFFF) of the 1Mb memory free for NEOSYS. You can find out how much memory is available to NEOSYS and whether EMS is occuping high or low memory using the following sections.

=== Fixing Low Memory ===

Start, Run, notepad c:\windows\system32\autoexec.nt

Every time NEOSYS starts it tries to make some changes as follow:

#replaces all lines in C:/WINDOWS/SYSTEM32/AUTOEXEC.NT starting with 'lh ' to start with 'rem NEOSYS LH ' instead.
#changes the line in C:/WINDOWS/SYSTEM32/CONFIG.NT "files=..." to "FILES=200"

The replacement is case sensitive triggered on 'lh' and 'files' so if you manually edit the files and remove the rem or change the number of files and leave the LH and FILES in uppercase then NEOSYS will NOT make further changes. This allows you to do manual amendments to the files without NEOSYS overwriting them.

Check that NEOSYS has successfully disabled all the drivers in the lines starting with LH.

They should be commented out (prefixed) with REM or REM NEOSYS as follows.

After making changes reopen NEOSYS in maintenance mode to use the MEMORY and WHO commands again.

<pre>
REM Install CD ROM extensions
REM NEOSYS LH %SystemRoot%\system32\mscdexnt.exe

REM Install network redirector (load before dosx.exe)
REM NEOSYS LH %SystemRoot%\system32\redir

REM Install DPMI support
REM NEOSYS LH %SYSTEMROOT%\SYSTEM32\DOSX
</pre>

=== Allowing DOS programs that require DOSX to run on the same computer as NEOSYS ===

The automatic commenting out DOSX by NEOSYS will prevent some other DOS-like programs from running. If NEOSYS is on dedicated server then there should be no other such programs to fail. However, if you must allow DOS-like programs to work as well as NEOSYS you can do the following configuration:

#leave or restore the original AUTOEXEC.NT and CONFIG.NT files where they are
#copy them to another folder eg neosys folder
#make the necessary REM changes there by hand
#right click the NEOSYS\NEOSYS\AREV.PIF and select properties
#change the location of the AUTOEXEC.NT and CONFIG.NT files in the following location

[[image:pifsettings.jpg]]

=== Checking EMS Memory Configuration ===

==== Inspection ====

F5
WHO

press the up arrow to get to the last part/page

===== Example of Typical Server EMS Memory =====
[[image:serveremm.jpg]]

===== Example of Typical Workstation EMS Memory =====
[[image:workstationemm.jpg]]

====Correction====

No easy way

Removal of hardware adapters designed for workstations instead of servers eg graphics cards and network cards.

Many of the devices may be located on the motherboard and not relocatable except possibly by BIOS configuration or special manufacturer information.

Use windows device manager, View: Resources by Connection, Open the Memory item and look for items between 000A0000 up to 000FFFFF that might give you a clue as to what hardware could be removed or reconfigured. Actually only 000C0000 to 000FFFFF is candidate for EMS memory since 000A000-000BFFFF is mandatory video memory in all systems.

[[image:devicemanager.jpg]]

== Resolving issue where NEOSYS processes do not start-up at all or start-up and close immediately ==

# Find if a file with the name global.end exists in the root directory of the NEOSYS installation. Eg D:\global.end . If you find such a file, rename it to global.end.temp - for more information on global.end and what it does refer to http://techwiki.neosys.com/index.php/Closing_NEOSYS_services
# If the above didn't fix the problem and NEOSYS still does not start, do a windows search for the entire NEOSYS folder for *.end (i.e. any file ending with .end extension). You may find a (databasecode).end file in D:\neosys\neosys folder which is created by the NEOSYS program during backup at 1 am and later on removed automatically. In this case NEOSYS program might have crashed during the backup and left this file behind. (databasecode).end files prevent other other NEOSYS processes starting up on the database while exclusive processes (like backup) are being done.

In case the above didn't fix the problem then escalate to the programmer immediately.

== Handling Change Backup message if the client does not use a USB backup device ==
DO *NOT* FOLLOW THIS PROCEDURE SINCE IS IT IS TOTALLY UNACCEPTABLE FOR NEOSYS TO SEND OUT A "BACKUP SUCCESS" MESSAGE WHEN THE BACKUP IS NOT BEING DONE PROPERLY. IN GENERAL, TAKING SHORT CUTS THAT MAKE THINGS APPEAR SATISFACTORY WHEN THEY ARE NOT IS VERY POOR POLICY.

IF THE CLIENT IS BACKING UP TO A NON-REMOVABLE DESTINATION THEN EITHER 1. LIVE WITH THE FAILURE MESSAGE OR 2. SUPPRESS THE BACKUP ENTIRELY IN WHICH CASE NO BACKUPS ARE BEING DONE AND PROBABLY THIS WILL SHOW ON NEOSYS PROACTIVE WARNING SYSTEMS LIKE NAGIOS.

# Basically most of the client use USB for Neosys server but there are some clients who do not use USB but save their backups in hard drive.
# As we know that backup take place in Data.bak folder but it do a backup only for a week in a single USB. Over here client do not use USB but save their backup in hard drive in Data.bak folder, once the week is over it will again give Change backup message.
# In this case rename the Data.bak folder to Data1.bak this is done because system read only Data.bak folder as it is configured in the system. When you rename Data.bak to Data1.bak it automatically create a new folder Data.bak in Backup drive.
# This process is done so that the backup should not fail then next day morning and backups are done in Data.bak folder.
# In the third week we will again see the same message Chang backup USB message so you need to rename Data.bak folder to Data2.bak
# But in fourth week you rename the Data1.bak to Data.bak and change the Data2.bak to Data1.bak and Data.bak to Data2.bak
# Keep only three folders and Data.bak, Data1.bak, Data2.bak and keep on renaming these folders every week as shown above.

== Closing processes that are not visible on the desktop or hidden ==

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on restart and no one has logged into the server. In this case it would be hidden. Secondly in the case of Windows 2008, the processes always are hidden.

In these cases whenever there is a hung NEOSYS process - due to many reasons for eg low memory. In this case you should close all processes using the global.end method and then from the task manager kill any NTVDM processes and then restart NEOSYS. This should be done within 30 seconds from using the global.end method to avoid any inconvenience to the users. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

== NEOSYS not updating NAGIOS ==

=== Error Message ===
You notice a problem on NAGIOS indicating that '''''NEOSYS not checked in''' on a particular client server.

=== Possible Causes & Solutions ===

====The NEOSYS process is '''NOT''' running on the server====

Start the NEOSYS process and wait for 10 mins for NEOSYS to check into NAGIOS.
 

====The NEOSYS process '''is''' running on the server but still cannot connect to NAGIOS====
#Search for '''UPDATE.$WG''' file located in the neosys\neosys. folder
#You should find a message similar to the following:
<pre>
Connecting to 192.168.100.145:8080 failed: No such file or directory.
</pre>
Where the above appears to be some non-functional http proxy server ip/port number and is not the expected nagios server ip number.
 '''(Note:''' The '''UPDATE.$WG''' file has to be viewed using either '''Notepad''' or '''Wordpad''') 
'''The windows command PROXYCFG shows the same ip and port:'''

<pre>
D:\NEOSYS\NEOSYS>proxycfg
Microsoft (R) WinHTTP Default Proxy Configuration Tool
Copyright (c) Microsoft Corporation. All rights reserved.

Current WinHTTP proxy settings under:
HKEY_LOCAL_MACHINE\
SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\
WinHttpSettings :

Proxy Server(s) : 192.168.100.145:8080
Bypass List : 192.168.*.*;localhost;<local>

</pre>

'''Solution 1 - Remove the above setting to create a direct connection'''

#To remove the registry entries that ProxyCfg.exe creates,you must delete the WinHttpSettings value from the following registry key: <PRE>HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings</PRE>
#After you do the above, confirm that the proxy details are deleted by running the proxycfg command 
#Next, restart the NEOSYS processes for the changes to be affected
 

'''Solution 2 - Configure a functioning proxy ip/port number'''
#Use the proxycfg command to enter a working proxy ip/port number/exclusion list: http://msdn.microsoft.com/en-us/library/aa384069%28VS.85%29.aspx
#After you do the above, confirm that the new proxy details are working by running the proxycfg command again
#Next, restart the NEOSYS processes for the changes to be affected
 

 Note: Please refer to the link before you restart NEOSYS processes http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Closing_processes_that_are_not_visible_on_the_desktop_or_hidden 

== Solving “page not found” when downloading some file types after uploading them successfully ==
=== One by One ===

Windows web server will not download file types that it is unaware of. You can enable the download of new file types one by one as follows.

This process is tedious and error-prone if you have to add many type.

#Computer Management
#Services and Applications
#IIS properties
#Mime Types
#Add

=== Many ===

Window Server 2003 is unaware of all the Office 2007+ file types. To add all Office 2007+ file types at once do the following:

Stop IIS

iisreset /stop

Open the list of mime types

*Start, Run, notepad C:\WINDOWS\system32\inetsrv\MetaBase.xml

Search the file for “xlsx” and quit the editor if already inserted.

Otherwise, find the following line,

.xml,text/xml

and insert after that line the following lines. They do not need to be indented.

<pre>
.docm,application/vnd.ms-word.document.macroEnabled.12
.docx,application/vnd.openxmlformats-officedocument.wordprocessingml.document
.dotm,application/vnd.ms-word.template.macroEnabled.12
.dotx,application/vnd.openxmlformats-officedocument.wordprocessingml.template
.potm,application/vnd.ms-powerpoint.template.macroEnabled.12
.potx,application/vnd.openxmlformats-officedocument.presentationml.template
.ppam,application/vnd.ms-powerpoint.addin.macroEnabled.12
.ppsm,application/vnd.ms-powerpoint.slideshow.macroEnabled.12
.ppsx,application/vnd.openxmlformats-officedocument.presentationml.slideshow
.pptm,application/vnd.ms-powerpoint.presentation.macroEnabled.12
.pptx,application/vnd.openxmlformats-officedocument.presentationml.presentation
.xlam,application/vnd.ms-excel.addin.macroEnabled.12
.xlsb,application/vnd.ms-excel.sheet.binary.macroEnabled.12
.xlsm,application/vnd.ms-excel.sheet.macroEnabled.12
.xlsx,application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
.xltm,application/vnd.ms-excel.template.macroEnabled.12
.xltx,application/vnd.openxmlformats-officedocument.spreadsheetml.template
</pre>

Save the file with File and Exit

Restart IIS

== Handling Neosys Automatic Upgrade Error Messages ==

=== Error Message ===
We will receive an email from the NEOSYS client installation with the following message:

'''"UPGRADEN.EXE" does not have expected exe MZ signature'''

=== Solution ===
This message is a note that the NEOSYS automatic update procedure failed to download an upgrade file correctly.
This happens sometimes due to network issues but can be ignored because the file will be probably be correctly downloaded on the next automatic update check.

'''Note:''' This message is only informative to help with any problem with the automatic upgrade procedure and may be removed in a later version of neosys (currently Oct 2012)

== Testing https connection ==

The following procedure tests that the https server is operational and not blocked by firewall etc. It does not detect certificate errors.

From a windows command prompt use the following telnet command:
<pre>
telnet clientname.hosts.neosys.com 4430
</pre>
#4430 is the usual NEOSYS http port but replace it by whatever port is actually used for NEOSYS https on the system being tested. If there are multiple https installations on a particular server then different ports are probably used
#Replace clientname.hosts.neosys.com with the normal https login domain name of the client for whom we want to check the https service

Normal behavior is that it should open a black screen. Pressing Enter or any key returns the _ character. (Close the window using the [X] since there is no keyboard command to do so)

Hanging means that there is some connectivity issue (firewall/ip/server not running/https not installed etc)

== Troubleshooting "page not found" error while using https ==

'''Problem:'''

#The https service stops working and gives "Page not found" error.
#The https connection tests fine using telnet (see article above)

'''Solution:'''

#Reinstall https using the usual procedure (currently using selfssl)
#Email clients, requesting to reinstall the new security certificate by following the procedure given at [http://userwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Resolving_HTTPS_certificate_error_when_logging_in_from_an_external_link Resolving https certificate error].

== Installing "QUICKDEX" on some files ==
"Quickdex" is a type of index that keeps an alphabetical order on small files. In some maintenance procedures you may be asked to "install Quickdex".

For example to add a quickdex to the UNITS file.

Maintenance mode press F5

DICT UNITS

<pre>
г=================Dictionary=================┐
│ │
│ File name UNITS │
│ Field name ......................... │
│ │
│ Dict type │
│ Single/Multi │
│ Data type │
│ Output format │
│ Validation patterns │
│ │
│ Position Key part │
│ │
│ Column heading │
│ │
│ │
│ Justification Display length │
│ Description │
│ │
│ │
L============================================-
</pre>

Press Shift+F3.

If it says "Do you want to remove ..." then Quickdex has already been installed and you should not continue. Press Esc to cancel, then Esc to quit.

<pre>
г=[B202]==================================┐
│ │
│ "UNITS" has │
│ "QUICKDEX" installed. │
│ │
│ Do you want to remove "QUICKDEX"? [Y/N] │
│ │
│<Y >│
L=========================================-
</pre>

Otherwise it should say "Do you want to install ...". Press Enter to accept.

<pre>
г=[W963]============================┐
│ │
│ Do you want to install a │
│ Quickdex or Rightdex index? [Q/R] │
│ │
│<Q >│
L===================================-
</pre>

It should then say "Do you want to update ...". Press Enter to accept.

<pre>
г=[W901]========================================┐
│ │
│ The "UNITS" file has had │
│ the "QUICKDEX" modifying filing system added. │
│ There are 0 records in "UNITS". │
│ │
│ Do you want to update "QUICKDEX"? [Y/N] │
│ │
│<Y >│
L===============================================-
</pre>

Afterwards it should return to the initial screen. Press Esc to quit.

Setting up and using remote support

2012-02-07T14:13:46Z

Ashwin: /* Installing Cygwin with OPENSSH */

== Getting agreement of client IT staff to provide remote support ==

[[Letter to obtain agreement of client IT staff to provide remote support]]

== Installing and configuring the server ==

=== Initial Connection to the server before setting up permanent remote connection ===

In case of a remote installation you need to get an initial connection to the server before you can setup Cygwin for a permanent remote connection. For this purpose you can either use your customised reverse connect UltraVNC SC file or the one-time run Teamviewer utility.

Do not use Microsoft Remote Desktop Client (RDP/RDC) on port 3389 at anytime to access the server from the internet since IT suppliers not aware of the situation often setup the initial administrator password to something obvious like "password" or even blank and in this case there is a good chance internet worms will discover the "open door" and install themselves before you get the chance to put a strong password.

=== Installing and configuring SSH ===
==== Installing Cygwin with OPENSSH ====
Watch out for non-intuitive steps like clicking "skip" to install something.
# Read [[Avoiding Corrupt Cygwin Installations]]
# ENSURE that you are logged in as the local (NOT DOMAIN) administrator
# Run http://www.cygwin.com/setup.exe
# Install from Internet
# Root Directory: '''c:\cygwin'''
# Local Package Directory: '''c:\cygwin.lib'''
# Direct Connection
# Download Site: '''http://mirrors.kernel.org''' (near the bottom) - If this does not show in the list, key in the URL in the field '''User URL''' and click on Add
# You will now receive a Setup Alert. Click '''OK'''
# Select Packages: Maximise window then click '''View''' once to get '''Full'''
# Next to the package '''OPENSSH''', click the word '''Skip''' (once!) to get version 4.4p1-1 or later
# Next to the package '''NANO''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WGET''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''RSYNC''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''EMAIL''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WHOIS''', click the word '''Skip''' (once!) to get the latest version available
# Check the NEOSYS INSTALLATION CHECKLIST for any other packages to install like the above.
# Click Next and complete the installation

==== Configuring and starting SSHD ====
Open the Cygwin icon to get a linux/bash command line and type:

Run the following commands:

chmod +r /etc/passwd
chmod +r /etc/group
chmod 777 /var

Thereafter start with the ssh configuration:

ssh-host-config

Then on the following options type:

Privilege – YES
New local sshd account - YES
Install SSHD as a service - YES
Enter value of daemon - ntsec
Different name - NO
Create new privileged user - YES
Enter a password now - Set any random password and should not be the same as the neosys server (8 characters min)

At the command prompt type

net start sshd

==== Configuring SSHD to use a non-standard port number ====
This is necessary if the router cannot forward port 19580 --> 22 and we don’t want to open port 22 directly.

Capitalization is signification in cygwin/linux commands

open cygwin command prompt
cd /etc
chown administrator sshd_config
nano sshd_config (assuming that you have installed the NANO editor)
notepad sshd_config (incase you havent installed the NANO editor)
Move your cursor to '''Port 22''' and change 22 to 19580. ctrl+x to save. On the confirmation type Y and on the next prompt hit enter.
chown system sshd_config
net stop sshd
net start sshd

To check that the connection to port 19580 is successful you can run the following test:
ssh -p 19580 administrator@localhost

You will be prompted to confirm the connection (say yes)

Now enter the system password to complete the procedure.

==== Changing ssh login from “Administrator” to “administrator” ====
Current NEOSYS policy to cater for recent versions of Cygwin is to rename the windows Administrator user to administrator to keep a consistent ssh login across all installations.

If you forget to do this before installing or upgrading Cygwin then you must to the following:

#Rename “Administrator” to “administrator” in Windows
#In a Cygwin console do:

mkpasswd > /etc/passwd

It should come back with nothing

==== Error while changing Cygwin port 22 to 19580 ====
Error Message:
Could not open file for writring: permission denied

Occurence:
Sometimes When you edit the sshd_config file through NANO.

Solution:
In SSH shell, follow these commands:

cp sshd_config ashwin_temp (copies sshd_config to a new file ashwin_temp)
rm sshd_config (deletes sshd_config)
cp ashwin_temp sshd_config (copies ashwin_temp to sshd_config)

Incase it does not copy sshd_config to ashwin_temp, than check whether an ashwin_temp filename exists and delete it using the rm command.

==== Opening up ssh connections to additional source ip nos ====

Starting a NEOSYS process will automatically restrict cygwin ssh to accept connections from known NEOSYS company static ip numbers.

In the cygwin command line, insert a line in the list of allowable hosts

DO NOT ALLOW ALL OR GENERAL SSH ACCESS TO NEOSYS CLIENTS SERVERS WITHOUT GETTING PERMISSION *AND* INSTALLING EMAIL ALERTS FOR LOGINS AS DESCRIBED BELOW

nano /etc/hosts.allow

sshd: ALL

or a ip numbers or CIDR format

sshd 12.34.56.78
sshd 12.34.0.0/16

==== Setting up email alerts for cygwin ssh logins ====

Use http://www.cygwin.com/setup.exe to install "email" and "whois" packages

Insert the following script using cygwin command prompt.

NOTE! it@neosys.com to whatever you want.

cd /etc
nano sshrc

<pre>
#!/bin/bash
#
#you configure this

ALERTEMAILADDRESS=it@neosys.com

#
#get the ip number without the ipv6 prefix
FROMIPNO=`echo $SSH_CLIENT|cut -f 1 -d " "|sed 's/::ffff://'`
#
#quit with no message if from a known host

if grep -x $FROMIPNO /etc/trustedipnos
then exit
fi

#
#get the host name by reverse lookup

FROMHOST=`nslookup $FROMIPNO|grep "name ="`

#
#get whois info about the login ip number

#and pipe it into the mail program
#"&" on the end creates a new process in order not to delay login

whois $FROMIPNO|\
email -q -f nl1@neosys.com -s "login $USER $FROMIPNO $FROMHOST" -r \
mailout.neosys.com -p 2500 $ALERTEMAILADDRESS&
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

Inserted trusted ip nos.

cd /etc
nano trustedipnos

<pre>
#sorry, ip ranges and cidr etc not accepted yet

#vm1.neosys.com for remote checking
85.17.154.105

#nl1.neosys.com
83.149.104.167

#nl2.neosys.com
85.17.154.66

#uk.neosys.com
78.143.212.191

#nl3.neosys.com
94.75.233.2
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

==== Troubleshooting SSH: If SSH connects and then disconnects immediately without exchanging keys ====

The first time that NEOSYS runs, it automatically adds source ip number restrictions to the sshd remote support configuration in /etc/hosts.allow and /etc/hosts.deny. This is an important security procedure to allow connection to clients systems from NEOSYS ip numbers only. This process allows only local and known NEOSYS ip numbers to connect using SSH. Upgrading NEOSYS will add and/or remove allowable ip numbers as NEOSYS configuration changes.

It is possible that in some client network configurations incoming ssh connections will appear to be from the clients internal routers with an ip unknown to NEOSYS due to NAT configurations. Therefore ssh connections will be blocked unless specifically allow the local ip number or it is added into an upgraded version of NEOSYS.

NOTE: Therefore you must check that remote support via ssh works AFTER you have run NEOSYS once (maintenance mode).

#Look in the Windows, Computer Management, System Tools, Event Viewer, Application
#Search for entries from source "sshd", double click and look in the Event Properties, Description for ip numbers
#Information type sshd entries will give the ip number of successful sshd connections.
#Warning type sshd entries will give the ip number of failed sshd connections.
#Find the ip number of failed connections.

===== Possible Problem 1 - Port mapping in router is using NAT =====

If the ip number of failed connections is some local ip number (of the router for example) then possibly the inbound port forwarding has been done with NAT and the source ip number has been lost. Therefore the NEOSYS ip restrictions are blocking ssh connections because they appear to be coming from an unknown ip number (ie that of the router)

===== Solution 1A =====

Change the router configuration to not use NAT and leave the genuine original source IP number

===== Solution 1B =====

DO NOT USE THIS PROCEDURE TO BREAK NEOSYS SECURITY

DO NOT GRANT ACCESS TO ANY IP OTHER THAN CLIENTS ROUTER IPS

Add the routers IP number to the list of authorised ip numbers in the cygwin hosts.allow file as follows:

nano /etc/hosts.allow

and add the line as follows ... but put the ip number of your router

sshd: allow 192.168.0.99

#router - sadly using NAT instead of plain old port forwarding
#if the router ip changes then neosys remote support will fail until this line is changed
#NB do not grant access to 192.168.* etc since this allows local LAN viruses to attack

==== Troubleshooting sshd ====

You can run the sshd service interactively to see all messages instead of having to search logs/events etc.

Unfortunately this will not work the same as the normal windows sshd service unless you assume the identity of the sshd_server user. To assume the identity of the sshd_server user you will have to reset its password to something new (since we dont take a record of it during sshd-host-setup) AND ALSO place the new password in the logon properties of the sshd windows service.

su sshd_server
/usr/sbin/sshd -D -p 19580

==== Reinstalling SSHD if service fails to startup ====

#Look in '''/var/log/sshd.log''' for errors
#Delete the following users: '''sshd''' and '''sshd_server'''
#Remove the sshd service at the cygwin prompt type '''cygrunsrv –R sshd'''
#Do the above Configuration and starting SSHD step again

Note that you don't have to reinstall cygwin entirely, just sshd with the above steps.

==== Upgrading SSHD / Cygwin ====
NEOSYS relies on cygwin to provide secure network access and support various linux/unix services under Windows, mainly rsync for interoffice consolidation.

Just like MS Windows update, cygwin should be updated at regular intervals to close security holes discovered in the software by its authors. This is particularly important for cygwin's remote access service sshd since it is exposed to the internet although on a non-standard port.

TO DO: Find a simple way to learn about when cygwin upgrades sshd and/or when there are issues generally with sshd. Join the cygwin and sshd security news email lists.

To find out what versions of cygwin/sshd are installed at NEOSYS clients, look at Nagios, last column "Status Information":

http://vm1.neosys.com/nagios3/cgi-bin/status.cgi?servicegroup=neosys-ssh&style=detail%22SSH%20OK%20-%20OpenSSH_5.9%20%28protocol%202.0%29%22

eg

SSH OK - OpenSSH_5.9 (protocol 2.0)

===== Upgrading Cygwin Without requiring a server reboot =====
NEOSYS normal remote server support connection uses cygwin/ssh. cygwin can be upgraded while in use but only if a reboot is performed and perhaps some cygwin packages reinstalled.

You can use:
*vnc server
*direct rdp connection
*directly on the server
*teamviewer started manually on the server

You cannot use:
*standard NEOSYS remote support connection using rdp/cygwin/sshd
*teamviewer started using a standard NEOSYS remote support connection.

Procedure:

1. If not already done, rename Windows “Administrator” user to “administrator” before upgrading

2. Stop all programs and services that use cygwin. (Only sshd is installed as standard on all NEOSYS clients)

net stop sshd
net stop cygwinrsync
net stop exim

3. Kill any remaining cygwin processes in task viewer. This will terminate any standard NEOSYS remote connections using cygwin/sshd/tunnelier.

sshd
cygrunsvr

4. Follow the usual cygwin installation procedure and it will upgrade all installed packages automatically.
*If you get a message "files in use" then click "retry" AFTER killing any running processes that use the cygwin1.dll. Search Google if you dont know how to do this, or follow the instructions in the next section which requires a reboot.

5. Start the NEOSYS remote connection service - cygwin/sshd, and any cygwin services stopped in step 1.
<pre>
net start sshd
net start cygwinrsync
net start exim
</pre>

===== Upgrading Cygwin with server reboot =====
If not already done, rename Windows “Administrator” user to “administrator” before upgrading

Connect using usual NEOSYS remote support.

Follow the usual cygwin installation procedure.

If and when cygwin "says files in use" then at console command prompt then click "continue". NB "retry" will not work because your NEOSYS remote support uses files like cygwin1.dll that are being updated by cygwin.

If you have used the "continue" option then, towards the end of the cygwin installation process, you may get error messages similar to the one below.
You can ignore them.

"the procedure point __ctype_ptr__ could not be located in the dynamic link library cygwin1.dll"

Finally, you may get a message "postinstall script errors". Copy this message so you know what packages have to be reinstalled.

Your list may vary! The list of packages is longer if the cygwin1.dll file has to be upgraded as this is an essential library file for all cygwin programs.

<pre>
Package: base-cygwin
Package: coreutils
Package: bash
Package: terminfo
Package: _update-info-dir
Package: base-files
Package: colordiff
Package: man
Package: terminfo0
Package: vim
Package: wget
</pre>

Reboot the server and check that you can connect using usual NEOSYS remote support.

*The login user name might be changed to "Administrator" instead of "administrator".
*If you cannot reconnect after rebooting then the following steps (in particular the cygwin sshd package) may have to be performed directly on the server directly or using the usual initial NEOSYS remote installation procedures that do not rely on cygwin/sshd.

Reinstall any problematic Cygwin packages
#Select View: "Up to date"
#"Keep" to "Reinstall" for the packages listed in the previous section.

Finally, check that you can run the ls command in a cygwin command prompt window.

==== How to uninstall/reinstall cygwin ====

With setup.exe (the installer file of cygwin) you can uninstall individual packages but not Cygwin.

Before you do this, make sure you have stopped the cygwin service (NET STOP SSHD), removed the sshd server (cygrunsrv -R sshd), deleted the users (sshd & sshd_server).

To uninstall Cygwin you have to run the following in DOS prompt:

rmdir /s /q C:\cygwin

You cannot delete the cygwin folder from Windows explorer due to a Access Denied error and this is the best way to uninstall cygwin.

==== Getting Ownership and Permissions Correct ====

Installation of cygrin under domain administrator account needs to be fixed as follows:

#c:\cygin Properties, Security, Advanced
#Change owner to: Administrators
#Tick: Replace owner on subcontainers

After changing ownership of all cygwin folders to Administrators all ssh login will be blocked and you will get a windows application event log message. "root" actually means sshd's user which is sshd_server by default or can be found in the cygwin ssh windows services properties under log on

fatal: /var/empty must be owned by root and not group or world-writable.

Fix this in cygwin console as follows:

chown sshd_server /var/empty

==== Configuring Firewall/Router ====

You will have to port forward 19580 on the router to port 19580 on the neosys server. Some routers call port forwarding “port mapping” or “virtual servers”

It is BAD idea to simply open port 22 since an open port 22 attracts scanners/hackers like flies.

Also configure port forwarding of port 4430 to port 4430. This is for remote access via https if desired at a later date.

==== Configuring Specific Client Routers ====

[[Adline Dubai - CISCO PIX Firewall]]

[[Sonicwall Firewall Configuration]]

==== How to install ssh on port 19580 over vnc on port 19580 ====

Install vnc on port 19580

connect on vnc

setup cygwin sshd on port 22

test you can login on port 22

ssh neosys@127.0.0.1

change sshd port to 19580 (but it wont start)

schedule a windows system reboot in 10 mins at windows command prompt

shutdown -t 600

change vnc port to 5900 (if will disconnect you)

wait for 10 mins and try to ssh login on port 19580

==== Changing user on Cygwin ====

On SSH command line:

ssh neosys@127.0.0.1 (where 'neosys' is the username)

=== Installing and configuring UltraVNC ===

Download UltraVNC from http://www.ultravnc.com

Run installation – all default options EXCEPT choose INSTALL AS A SERVICE, and START SERVICE.

((screenshot required))

Run ‘Service Helper’ under UltraVNC Server in case you don’t see vnc tray icon on the notification area.

Admin options should make the following changes:
[[Image:Vncadmin.png]]
# Deselect – Enable Java (to increase security)
# Select – Allow loopback connection (essential for connection via ssh)
# Select - Loopback only (to increase security)

[[Image:vncserveraddnewclient55000.png]]

==== Installing and configuring the client ====

It is advisabke to use http over ssh rather than remote access IE inside vnc because the user interface is much faster alhough it might not be so bad using vnc to hosts in the same country

==== Installing Putty ====

http://the.earth.li/~sgtatham/putty/latest/x86/putty.exe

Download putty.exe > run

===== Configuring Putty =====

ssh tunneling local:127.0.0.1:1235-->remote:127.0.0.1:80 so you can do http://127.0.0.1:1235/neosys on your own computer

there are a few computers where it doesnt seem to like the above usually where the target server is on a none-standard port or not listening on 127.0.0.1

so sometimes you have to map local 127.0.0.1:8080 to remote 10.0.0.255:8080 or whatever the listening ip and port is

[[Image:puttysession.png|Fill in the host name of the server computer and the port number.]]

[[Image:puttyssh.png]]

[[Image:puttytunnel.png]]

Source: 1234 Destination: 127.0.0.1:5900 then click Add

Source: 1235 Destination: 127.0.0.1:80 then click Add

Once tunnels are setup then return to Session tab in putty and save the options then click open to connect to the server. Login as administrator with the servers password.

Ultra VNC Viewer:

As the port mapping is complete, enter 127.0.0.1:1234 to login into the computer screen remotely:

==== Configuring Ultra VNC Viewer Listen mode to use a non-standard port ====

[[Image:vncviewerlisten55000.png]]

==== Troubleshooting Client ====

===== Cygwin login on servers connected to any domain controller =====

If NEOSYS is loaded on a server which is connected to any domain controller, it may require the local administrator password reset.

==== Resolving VNC Password lockout ====

If you connect to a client server through CYGWIN and enter the VNC password 3 times wrong in a row, VNC will block you.

As you have already entered the server through CYGWIN, you can reactivate the blocked VNC by using the following commands on the prompt:

net stop winvnc

net start winvnc

== Remote Desktop Connection ==

Servers are normally not exposed to the internet so IT staff and suppliers are often not careful to use strong passwords and use things like "password" or blank.

Given the above, it is NEOSYS policy NOT to use remote desktop via direct access from the internet at all and especially not long term. This is to prevent worms from instantly discovering possible entry points - typically before NEOSYS can even begin to enforce strong administrator password.

If it is otherwise IMPOSSIBLE (difficult or inconvenient does NOT count as impossible!) to avoid using remote desktop protocol to the public internet then a simple and effective way of significantly increasing security is to change the remote desktop port from 3389 to something else e.g. 33890 as per NEOSYS convention.

=== Changing RDC port from standard to nonstandard ===

# Start Registry Editor.
# Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\TerminalServer\WinStations\RDP-Tcp\PortNumber
# On the Edit menu, click Modify, and then click Decimal.
# Type the new port number, and then click OK.
# Quit Registry Editor.

Setting up and using remote support

2012-02-07T14:08:28Z

Ashwin: /* Installing Cygwin with OPENSSH */

== Getting agreement of client IT staff to provide remote support ==

[[Letter to obtain agreement of client IT staff to provide remote support]]

== Installing and configuring the server ==

=== Initial Connection to the server before setting up permanent remote connection ===

In case of a remote installation you need to get an initial connection to the server before you can setup Cygwin for a permanent remote connection. For this purpose you can either use your customised reverse connect UltraVNC SC file or the one-time run Teamviewer utility.

Do not use Microsoft Remote Desktop Client (RDP/RDC) on port 3389 at anytime to access the server from the internet since IT suppliers not aware of the situation often setup the initial administrator password to something obvious like "password" or even blank and in this case there is a good chance internet worms will discover the "open door" and install themselves before you get the chance to put a strong password.

=== Installing and configuring SSH ===
==== Installing Cygwin with OPENSSH ====
Watch out for non-intuitive steps like clicking "skip" to install something.
# Read [[Avoiding Corrupt Cygwin Installations]]
# ENSURE that you are logged in as the local (NOT DOMAIN) administrator
# Run http://www.cygwin.com/setup.exe
# Install from Internet
# Root Directory: '''c:\cygwin'''
# Local Package Directory: '''c:\cygwin.lib'''
# Direct Connection
# Download Site: '''http://mirrors.kernel.org''' (near the bottom)
# You will now receive a Setup Alert. Click '''OK'''
# Select Packages: Maximise window then click '''View''' once to get '''Full'''
# Next to the package '''OPENSSH''', click the word '''Skip''' (once!) to get version 4.4p1-1 or later
# Next to the package '''NANO''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WGET''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''RSYNC''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''EMAIL''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WHOIS''', click the word '''Skip''' (once!) to get the latest version available
# Check the NEOSYS INSTALLATION CHECKLIST for any other packages to install like the above.
# Click Next and complete the installation

==== Configuring and starting SSHD ====
Open the Cygwin icon to get a linux/bash command line and type:

Run the following commands:

chmod +r /etc/passwd
chmod +r /etc/group
chmod 777 /var

Thereafter start with the ssh configuration:

ssh-host-config

Then on the following options type:

Privilege – YES
New local sshd account - YES
Install SSHD as a service - YES
Enter value of daemon - ntsec
Different name - NO
Create new privileged user - YES
Enter a password now - Set any random password and should not be the same as the neosys server (8 characters min)

At the command prompt type

net start sshd

==== Configuring SSHD to use a non-standard port number ====
This is necessary if the router cannot forward port 19580 --> 22 and we don’t want to open port 22 directly.

Capitalization is signification in cygwin/linux commands

open cygwin command prompt
cd /etc
chown administrator sshd_config
nano sshd_config (assuming that you have installed the NANO editor)
notepad sshd_config (incase you havent installed the NANO editor)
Move your cursor to '''Port 22''' and change 22 to 19580. ctrl+x to save. On the confirmation type Y and on the next prompt hit enter.
chown system sshd_config
net stop sshd
net start sshd

To check that the connection to port 19580 is successful you can run the following test:
ssh -p 19580 administrator@localhost

You will be prompted to confirm the connection (say yes)

Now enter the system password to complete the procedure.

==== Changing ssh login from “Administrator” to “administrator” ====
Current NEOSYS policy to cater for recent versions of Cygwin is to rename the windows Administrator user to administrator to keep a consistent ssh login across all installations.

If you forget to do this before installing or upgrading Cygwin then you must to the following:

#Rename “Administrator” to “administrator” in Windows
#In a Cygwin console do:

mkpasswd > /etc/passwd

It should come back with nothing

==== Error while changing Cygwin port 22 to 19580 ====
Error Message:
Could not open file for writring: permission denied

Occurence:
Sometimes When you edit the sshd_config file through NANO.

Solution:
In SSH shell, follow these commands:

cp sshd_config ashwin_temp (copies sshd_config to a new file ashwin_temp)
rm sshd_config (deletes sshd_config)
cp ashwin_temp sshd_config (copies ashwin_temp to sshd_config)

Incase it does not copy sshd_config to ashwin_temp, than check whether an ashwin_temp filename exists and delete it using the rm command.

==== Opening up ssh connections to additional source ip nos ====

Starting a NEOSYS process will automatically restrict cygwin ssh to accept connections from known NEOSYS company static ip numbers.

In the cygwin command line, insert a line in the list of allowable hosts

DO NOT ALLOW ALL OR GENERAL SSH ACCESS TO NEOSYS CLIENTS SERVERS WITHOUT GETTING PERMISSION *AND* INSTALLING EMAIL ALERTS FOR LOGINS AS DESCRIBED BELOW

nano /etc/hosts.allow

sshd: ALL

or a ip numbers or CIDR format

sshd 12.34.56.78
sshd 12.34.0.0/16

==== Setting up email alerts for cygwin ssh logins ====

Use http://www.cygwin.com/setup.exe to install "email" and "whois" packages

Insert the following script using cygwin command prompt.

NOTE! it@neosys.com to whatever you want.

cd /etc
nano sshrc

<pre>
#!/bin/bash
#
#you configure this

ALERTEMAILADDRESS=it@neosys.com

#
#get the ip number without the ipv6 prefix
FROMIPNO=`echo $SSH_CLIENT|cut -f 1 -d " "|sed 's/::ffff://'`
#
#quit with no message if from a known host

if grep -x $FROMIPNO /etc/trustedipnos
then exit
fi

#
#get the host name by reverse lookup

FROMHOST=`nslookup $FROMIPNO|grep "name ="`

#
#get whois info about the login ip number

#and pipe it into the mail program
#"&" on the end creates a new process in order not to delay login

whois $FROMIPNO|\
email -q -f nl1@neosys.com -s "login $USER $FROMIPNO $FROMHOST" -r \
mailout.neosys.com -p 2500 $ALERTEMAILADDRESS&
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

Inserted trusted ip nos.

cd /etc
nano trustedipnos

<pre>
#sorry, ip ranges and cidr etc not accepted yet

#vm1.neosys.com for remote checking
85.17.154.105

#nl1.neosys.com
83.149.104.167

#nl2.neosys.com
85.17.154.66

#uk.neosys.com
78.143.212.191

#nl3.neosys.com
94.75.233.2
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

==== Troubleshooting SSH: If SSH connects and then disconnects immediately without exchanging keys ====

The first time that NEOSYS runs, it automatically adds source ip number restrictions to the sshd remote support configuration in /etc/hosts.allow and /etc/hosts.deny. This is an important security procedure to allow connection to clients systems from NEOSYS ip numbers only. This process allows only local and known NEOSYS ip numbers to connect using SSH. Upgrading NEOSYS will add and/or remove allowable ip numbers as NEOSYS configuration changes.

It is possible that in some client network configurations incoming ssh connections will appear to be from the clients internal routers with an ip unknown to NEOSYS due to NAT configurations. Therefore ssh connections will be blocked unless specifically allow the local ip number or it is added into an upgraded version of NEOSYS.

NOTE: Therefore you must check that remote support via ssh works AFTER you have run NEOSYS once (maintenance mode).

#Look in the Windows, Computer Management, System Tools, Event Viewer, Application
#Search for entries from source "sshd", double click and look in the Event Properties, Description for ip numbers
#Information type sshd entries will give the ip number of successful sshd connections.
#Warning type sshd entries will give the ip number of failed sshd connections.
#Find the ip number of failed connections.

===== Possible Problem 1 - Port mapping in router is using NAT =====

If the ip number of failed connections is some local ip number (of the router for example) then possibly the inbound port forwarding has been done with NAT and the source ip number has been lost. Therefore the NEOSYS ip restrictions are blocking ssh connections because they appear to be coming from an unknown ip number (ie that of the router)

===== Solution 1A =====

Change the router configuration to not use NAT and leave the genuine original source IP number

===== Solution 1B =====

DO NOT USE THIS PROCEDURE TO BREAK NEOSYS SECURITY

DO NOT GRANT ACCESS TO ANY IP OTHER THAN CLIENTS ROUTER IPS

Add the routers IP number to the list of authorised ip numbers in the cygwin hosts.allow file as follows:

nano /etc/hosts.allow

and add the line as follows ... but put the ip number of your router

sshd: allow 192.168.0.99

#router - sadly using NAT instead of plain old port forwarding
#if the router ip changes then neosys remote support will fail until this line is changed
#NB do not grant access to 192.168.* etc since this allows local LAN viruses to attack

==== Troubleshooting sshd ====

You can run the sshd service interactively to see all messages instead of having to search logs/events etc.

Unfortunately this will not work the same as the normal windows sshd service unless you assume the identity of the sshd_server user. To assume the identity of the sshd_server user you will have to reset its password to something new (since we dont take a record of it during sshd-host-setup) AND ALSO place the new password in the logon properties of the sshd windows service.

su sshd_server
/usr/sbin/sshd -D -p 19580

==== Reinstalling SSHD if service fails to startup ====

#Look in '''/var/log/sshd.log''' for errors
#Delete the following users: '''sshd''' and '''sshd_server'''
#Remove the sshd service at the cygwin prompt type '''cygrunsrv –R sshd'''
#Do the above Configuration and starting SSHD step again

Note that you don't have to reinstall cygwin entirely, just sshd with the above steps.

==== Upgrading SSHD / Cygwin ====
NEOSYS relies on cygwin to provide secure network access and support various linux/unix services under Windows, mainly rsync for interoffice consolidation.

Just like MS Windows update, cygwin should be updated at regular intervals to close security holes discovered in the software by its authors. This is particularly important for cygwin's remote access service sshd since it is exposed to the internet although on a non-standard port.

TO DO: Find a simple way to learn about when cygwin upgrades sshd and/or when there are issues generally with sshd. Join the cygwin and sshd security news email lists.

To find out what versions of cygwin/sshd are installed at NEOSYS clients, look at Nagios, last column "Status Information":

http://vm1.neosys.com/nagios3/cgi-bin/status.cgi?servicegroup=neosys-ssh&style=detail%22SSH%20OK%20-%20OpenSSH_5.9%20%28protocol%202.0%29%22

eg

SSH OK - OpenSSH_5.9 (protocol 2.0)

===== Upgrading Cygwin Without requiring a server reboot =====
NEOSYS normal remote server support connection uses cygwin/ssh. cygwin can be upgraded while in use but only if a reboot is performed and perhaps some cygwin packages reinstalled.

You can use:
*vnc server
*direct rdp connection
*directly on the server
*teamviewer started manually on the server

You cannot use:
*standard NEOSYS remote support connection using rdp/cygwin/sshd
*teamviewer started using a standard NEOSYS remote support connection.

Procedure:

1. If not already done, rename Windows “Administrator” user to “administrator” before upgrading

2. Stop all programs and services that use cygwin. (Only sshd is installed as standard on all NEOSYS clients)

net stop sshd
net stop cygwinrsync
net stop exim

3. Kill any remaining cygwin processes in task viewer. This will terminate any standard NEOSYS remote connections using cygwin/sshd/tunnelier.

sshd
cygrunsvr

4. Follow the usual cygwin installation procedure and it will upgrade all installed packages automatically.
*If you get a message "files in use" then click "retry" AFTER killing any running processes that use the cygwin1.dll. Search Google if you dont know how to do this, or follow the instructions in the next section which requires a reboot.

5. Start the NEOSYS remote connection service - cygwin/sshd, and any cygwin services stopped in step 1.
<pre>
net start sshd
net start cygwinrsync
net start exim
</pre>

===== Upgrading Cygwin with server reboot =====
If not already done, rename Windows “Administrator” user to “administrator” before upgrading

Connect using usual NEOSYS remote support.

Follow the usual cygwin installation procedure.

If and when cygwin "says files in use" then at console command prompt then click "continue". NB "retry" will not work because your NEOSYS remote support uses files like cygwin1.dll that are being updated by cygwin.

If you have used the "continue" option then, towards the end of the cygwin installation process, you may get error messages similar to the one below.
You can ignore them.

"the procedure point __ctype_ptr__ could not be located in the dynamic link library cygwin1.dll"

Finally, you may get a message "postinstall script errors". Copy this message so you know what packages have to be reinstalled.

Your list may vary! The list of packages is longer if the cygwin1.dll file has to be upgraded as this is an essential library file for all cygwin programs.

<pre>
Package: base-cygwin
Package: coreutils
Package: bash
Package: terminfo
Package: _update-info-dir
Package: base-files
Package: colordiff
Package: man
Package: terminfo0
Package: vim
Package: wget
</pre>

Reboot the server and check that you can connect using usual NEOSYS remote support.

*The login user name might be changed to "Administrator" instead of "administrator".
*If you cannot reconnect after rebooting then the following steps (in particular the cygwin sshd package) may have to be performed directly on the server directly or using the usual initial NEOSYS remote installation procedures that do not rely on cygwin/sshd.

Reinstall any problematic Cygwin packages
#Select View: "Up to date"
#"Keep" to "Reinstall" for the packages listed in the previous section.

Finally, check that you can run the ls command in a cygwin command prompt window.

==== How to uninstall/reinstall cygwin ====

With setup.exe (the installer file of cygwin) you can uninstall individual packages but not Cygwin.

Before you do this, make sure you have stopped the cygwin service (NET STOP SSHD), removed the sshd server (cygrunsrv -R sshd), deleted the users (sshd & sshd_server).

To uninstall Cygwin you have to run the following in DOS prompt:

rmdir /s /q C:\cygwin

You cannot delete the cygwin folder from Windows explorer due to a Access Denied error and this is the best way to uninstall cygwin.

==== Getting Ownership and Permissions Correct ====

Installation of cygrin under domain administrator account needs to be fixed as follows:

#c:\cygin Properties, Security, Advanced
#Change owner to: Administrators
#Tick: Replace owner on subcontainers

After changing ownership of all cygwin folders to Administrators all ssh login will be blocked and you will get a windows application event log message. "root" actually means sshd's user which is sshd_server by default or can be found in the cygwin ssh windows services properties under log on

fatal: /var/empty must be owned by root and not group or world-writable.

Fix this in cygwin console as follows:

chown sshd_server /var/empty

==== Configuring Firewall/Router ====

You will have to port forward 19580 on the router to port 19580 on the neosys server. Some routers call port forwarding “port mapping” or “virtual servers”

It is BAD idea to simply open port 22 since an open port 22 attracts scanners/hackers like flies.

Also configure port forwarding of port 4430 to port 4430. This is for remote access via https if desired at a later date.

==== Configuring Specific Client Routers ====

[[Adline Dubai - CISCO PIX Firewall]]

[[Sonicwall Firewall Configuration]]

==== How to install ssh on port 19580 over vnc on port 19580 ====

Install vnc on port 19580

connect on vnc

setup cygwin sshd on port 22

test you can login on port 22

ssh neosys@127.0.0.1

change sshd port to 19580 (but it wont start)

schedule a windows system reboot in 10 mins at windows command prompt

shutdown -t 600

change vnc port to 5900 (if will disconnect you)

wait for 10 mins and try to ssh login on port 19580

==== Changing user on Cygwin ====

On SSH command line:

ssh neosys@127.0.0.1 (where 'neosys' is the username)

=== Installing and configuring UltraVNC ===

Download UltraVNC from http://www.ultravnc.com

Run installation – all default options EXCEPT choose INSTALL AS A SERVICE, and START SERVICE.

((screenshot required))

Run ‘Service Helper’ under UltraVNC Server in case you don’t see vnc tray icon on the notification area.

Admin options should make the following changes:
[[Image:Vncadmin.png]]
# Deselect – Enable Java (to increase security)
# Select – Allow loopback connection (essential for connection via ssh)
# Select - Loopback only (to increase security)

[[Image:vncserveraddnewclient55000.png]]

==== Installing and configuring the client ====

It is advisabke to use http over ssh rather than remote access IE inside vnc because the user interface is much faster alhough it might not be so bad using vnc to hosts in the same country

==== Installing Putty ====

http://the.earth.li/~sgtatham/putty/latest/x86/putty.exe

Download putty.exe > run

===== Configuring Putty =====

ssh tunneling local:127.0.0.1:1235-->remote:127.0.0.1:80 so you can do http://127.0.0.1:1235/neosys on your own computer

there are a few computers where it doesnt seem to like the above usually where the target server is on a none-standard port or not listening on 127.0.0.1

so sometimes you have to map local 127.0.0.1:8080 to remote 10.0.0.255:8080 or whatever the listening ip and port is

[[Image:puttysession.png|Fill in the host name of the server computer and the port number.]]

[[Image:puttyssh.png]]

[[Image:puttytunnel.png]]

Source: 1234 Destination: 127.0.0.1:5900 then click Add

Source: 1235 Destination: 127.0.0.1:80 then click Add

Once tunnels are setup then return to Session tab in putty and save the options then click open to connect to the server. Login as administrator with the servers password.

Ultra VNC Viewer:

As the port mapping is complete, enter 127.0.0.1:1234 to login into the computer screen remotely:

==== Configuring Ultra VNC Viewer Listen mode to use a non-standard port ====

[[Image:vncviewerlisten55000.png]]

==== Troubleshooting Client ====

===== Cygwin login on servers connected to any domain controller =====

If NEOSYS is loaded on a server which is connected to any domain controller, it may require the local administrator password reset.

==== Resolving VNC Password lockout ====

If you connect to a client server through CYGWIN and enter the VNC password 3 times wrong in a row, VNC will block you.

As you have already entered the server through CYGWIN, you can reactivate the blocked VNC by using the following commands on the prompt:

net stop winvnc

net start winvnc

== Remote Desktop Connection ==

Servers are normally not exposed to the internet so IT staff and suppliers are often not careful to use strong passwords and use things like "password" or blank.

Given the above, it is NEOSYS policy NOT to use remote desktop via direct access from the internet at all and especially not long term. This is to prevent worms from instantly discovering possible entry points - typically before NEOSYS can even begin to enforce strong administrator password.

If it is otherwise IMPOSSIBLE (difficult or inconvenient does NOT count as impossible!) to avoid using remote desktop protocol to the public internet then a simple and effective way of significantly increasing security is to change the remote desktop port from 3389 to something else e.g. 33890 as per NEOSYS convention.

=== Changing RDC port from standard to nonstandard ===

# Start Registry Editor.
# Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\TerminalServer\WinStations\RDP-Tcp\PortNumber
# On the Edit menu, click Modify, and then click Decimal.
# Type the new port number, and then click OK.
# Quit Registry Editor.

Setting up and using remote support

2012-02-07T13:39:54Z

Ashwin: /* Installing Cygwin with OPENSSH */

== Getting agreement of client IT staff to provide remote support ==

[[Letter to obtain agreement of client IT staff to provide remote support]]

== Installing and configuring the server ==

=== Initial Connection to the server before setting up permanent remote connection ===

In case of a remote installation you need to get an initial connection to the server before you can setup Cygwin for a permanent remote connection. For this purpose you can either use your customised reverse connect UltraVNC SC file or the one-time run Teamviewer utility.

Do not use Microsoft Remote Desktop Client (RDP/RDC) on port 3389 at anytime to access the server from the internet since IT suppliers not aware of the situation often setup the initial administrator password to something obvious like "password" or even blank and in this case there is a good chance internet worms will discover the "open door" and install themselves before you get the chance to put a strong password.

=== Installing and configuring SSH ===
==== Installing Cygwin with OPENSSH ====
Watch out for non-intuitive steps like clicking "skip" to install something.
# Read [[Avoiding Corrupt Cygwin Installations]]
# ENSURE that you are logged in as the local (NOT DOMAIN) administrator
# Run http://www.cygwin.com/setup.exe
# Install from Internet
# Root Directory: '''c:\cygwin'''
# Local Package Directory: '''c:\cygwin.lib'''
# Direct Connection
# Download Site: '''http://mirrors.kernal.org''' (near the bottom)
# You will now receive a Setup Alert. Click '''OK'''
# Select Packages: Maximise window then click '''View''' once to get '''Full'''
# Next to the package '''OPENSSH''', click the word '''Skip''' (once!) to get version 4.4p1-1 or later
# Next to the package '''NANO''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WGET''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''RSYNC''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''EMAIL''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WHOIS''', click the word '''Skip''' (once!) to get the latest version available
# Check the NEOSYS INSTALLATION CHECKLIST for any other packages to install like the above.
# Click Next and complete the installation

==== Configuring and starting SSHD ====
Open the Cygwin icon to get a linux/bash command line and type:

Run the following commands:

chmod +r /etc/passwd
chmod +r /etc/group
chmod 777 /var

Thereafter start with the ssh configuration:

ssh-host-config

Then on the following options type:

Privilege – YES
New local sshd account - YES
Install SSHD as a service - YES
Enter value of daemon - ntsec
Different name - NO
Create new privileged user - YES
Enter a password now - Set any random password and should not be the same as the neosys server (8 characters min)

At the command prompt type

net start sshd

==== Configuring SSHD to use a non-standard port number ====
This is necessary if the router cannot forward port 19580 --> 22 and we don’t want to open port 22 directly.

Capitalization is signification in cygwin/linux commands

open cygwin command prompt
cd /etc
chown administrator sshd_config
nano sshd_config (assuming that you have installed the NANO editor)
notepad sshd_config (incase you havent installed the NANO editor)
Move your cursor to '''Port 22''' and change 22 to 19580. ctrl+x to save. On the confirmation type Y and on the next prompt hit enter.
chown system sshd_config
net stop sshd
net start sshd

To check that the connection to port 19580 is successful you can run the following test:
ssh -p 19580 administrator@localhost

You will be prompted to confirm the connection (say yes)

Now enter the system password to complete the procedure.

==== Changing ssh login from “Administrator” to “administrator” ====
Current NEOSYS policy to cater for recent versions of Cygwin is to rename the windows Administrator user to administrator to keep a consistent ssh login across all installations.

If you forget to do this before installing or upgrading Cygwin then you must to the following:

#Rename “Administrator” to “administrator” in Windows
#In a Cygwin console do:

mkpasswd > /etc/passwd

It should come back with nothing

==== Error while changing Cygwin port 22 to 19580 ====
Error Message:
Could not open file for writring: permission denied

Occurence:
Sometimes When you edit the sshd_config file through NANO.

Solution:
In SSH shell, follow these commands:

cp sshd_config ashwin_temp (copies sshd_config to a new file ashwin_temp)
rm sshd_config (deletes sshd_config)
cp ashwin_temp sshd_config (copies ashwin_temp to sshd_config)

Incase it does not copy sshd_config to ashwin_temp, than check whether an ashwin_temp filename exists and delete it using the rm command.

==== Opening up ssh connections to additional source ip nos ====

Starting a NEOSYS process will automatically restrict cygwin ssh to accept connections from known NEOSYS company static ip numbers.

In the cygwin command line, insert a line in the list of allowable hosts

DO NOT ALLOW ALL OR GENERAL SSH ACCESS TO NEOSYS CLIENTS SERVERS WITHOUT GETTING PERMISSION *AND* INSTALLING EMAIL ALERTS FOR LOGINS AS DESCRIBED BELOW

nano /etc/hosts.allow

sshd: ALL

or a ip numbers or CIDR format

sshd 12.34.56.78
sshd 12.34.0.0/16

==== Setting up email alerts for cygwin ssh logins ====

Use http://www.cygwin.com/setup.exe to install "email" and "whois" packages

Insert the following script using cygwin command prompt.

NOTE! it@neosys.com to whatever you want.

cd /etc
nano sshrc

<pre>
#!/bin/bash
#
#you configure this

ALERTEMAILADDRESS=it@neosys.com

#
#get the ip number without the ipv6 prefix
FROMIPNO=`echo $SSH_CLIENT|cut -f 1 -d " "|sed 's/::ffff://'`
#
#quit with no message if from a known host

if grep -x $FROMIPNO /etc/trustedipnos
then exit
fi

#
#get the host name by reverse lookup

FROMHOST=`nslookup $FROMIPNO|grep "name ="`

#
#get whois info about the login ip number

#and pipe it into the mail program
#"&" on the end creates a new process in order not to delay login

whois $FROMIPNO|\
email -q -f nl1@neosys.com -s "login $USER $FROMIPNO $FROMHOST" -r \
mailout.neosys.com -p 2500 $ALERTEMAILADDRESS&
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

Inserted trusted ip nos.

cd /etc
nano trustedipnos

<pre>
#sorry, ip ranges and cidr etc not accepted yet

#vm1.neosys.com for remote checking
85.17.154.105

#nl1.neosys.com
83.149.104.167

#nl2.neosys.com
85.17.154.66

#uk.neosys.com
78.143.212.191

#nl3.neosys.com
94.75.233.2
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

==== Troubleshooting SSH: If SSH connects and then disconnects immediately without exchanging keys ====

The first time that NEOSYS runs, it automatically adds source ip number restrictions to the sshd remote support configuration in /etc/hosts.allow and /etc/hosts.deny. This is an important security procedure to allow connection to clients systems from NEOSYS ip numbers only. This process allows only local and known NEOSYS ip numbers to connect using SSH. Upgrading NEOSYS will add and/or remove allowable ip numbers as NEOSYS configuration changes.

It is possible that in some client network configurations incoming ssh connections will appear to be from the clients internal routers with an ip unknown to NEOSYS due to NAT configurations. Therefore ssh connections will be blocked unless specifically allow the local ip number or it is added into an upgraded version of NEOSYS.

NOTE: Therefore you must check that remote support via ssh works AFTER you have run NEOSYS once (maintenance mode).

#Look in the Windows, Computer Management, System Tools, Event Viewer, Application
#Search for entries from source "sshd", double click and look in the Event Properties, Description for ip numbers
#Information type sshd entries will give the ip number of successful sshd connections.
#Warning type sshd entries will give the ip number of failed sshd connections.
#Find the ip number of failed connections.

===== Possible Problem 1 - Port mapping in router is using NAT =====

If the ip number of failed connections is some local ip number (of the router for example) then possibly the inbound port forwarding has been done with NAT and the source ip number has been lost. Therefore the NEOSYS ip restrictions are blocking ssh connections because they appear to be coming from an unknown ip number (ie that of the router)

===== Solution 1A =====

Change the router configuration to not use NAT and leave the genuine original source IP number

===== Solution 1B =====

DO NOT USE THIS PROCEDURE TO BREAK NEOSYS SECURITY

DO NOT GRANT ACCESS TO ANY IP OTHER THAN CLIENTS ROUTER IPS

Add the routers IP number to the list of authorised ip numbers in the cygwin hosts.allow file as follows:

nano /etc/hosts.allow

and add the line as follows ... but put the ip number of your router

sshd: allow 192.168.0.99

#router - sadly using NAT instead of plain old port forwarding
#if the router ip changes then neosys remote support will fail until this line is changed
#NB do not grant access to 192.168.* etc since this allows local LAN viruses to attack

==== Troubleshooting sshd ====

You can run the sshd service interactively to see all messages instead of having to search logs/events etc.

Unfortunately this will not work the same as the normal windows sshd service unless you assume the identity of the sshd_server user. To assume the identity of the sshd_server user you will have to reset its password to something new (since we dont take a record of it during sshd-host-setup) AND ALSO place the new password in the logon properties of the sshd windows service.

su sshd_server
/usr/sbin/sshd -D -p 19580

==== Reinstalling SSHD if service fails to startup ====

#Look in '''/var/log/sshd.log''' for errors
#Delete the following users: '''sshd''' and '''sshd_server'''
#Remove the sshd service at the cygwin prompt type '''cygrunsrv –R sshd'''
#Do the above Configuration and starting SSHD step again

Note that you don't have to reinstall cygwin entirely, just sshd with the above steps.

==== Upgrading SSHD / Cygwin ====
NEOSYS relies on cygwin to provide secure network access and support various linux/unix services under Windows, mainly rsync for interoffice consolidation.

Just like MS Windows update, cygwin should be updated at regular intervals to close security holes discovered in the software by its authors. This is particularly important for cygwin's remote access service sshd since it is exposed to the internet although on a non-standard port.

TO DO: Find a simple way to learn about when cygwin upgrades sshd and/or when there are issues generally with sshd. Join the cygwin and sshd security news email lists.

To find out what versions of cygwin/sshd are installed at NEOSYS clients, look at Nagios, last column "Status Information":

http://vm1.neosys.com/nagios3/cgi-bin/status.cgi?servicegroup=neosys-ssh&style=detail%22SSH%20OK%20-%20OpenSSH_5.9%20%28protocol%202.0%29%22

eg

SSH OK - OpenSSH_5.9 (protocol 2.0)

===== Upgrading Cygwin Without requiring a server reboot =====
NEOSYS normal remote server support connection uses cygwin/ssh. cygwin can be upgraded while in use but only if a reboot is performed and perhaps some cygwin packages reinstalled.

You can use:
*vnc server
*direct rdp connection
*directly on the server
*teamviewer started manually on the server

You cannot use:
*standard NEOSYS remote support connection using rdp/cygwin/sshd
*teamviewer started using a standard NEOSYS remote support connection.

Procedure:

1. If not already done, rename Windows “Administrator” user to “administrator” before upgrading

2. Stop all programs and services that use cygwin. (Only sshd is installed as standard on all NEOSYS clients)

net stop sshd
net stop cygwinrsync
net stop exim

3. Kill any remaining cygwin processes in task viewer. This will terminate any standard NEOSYS remote connections using cygwin/sshd/tunnelier.

sshd
cygrunsvr

4. Follow the usual cygwin installation procedure and it will upgrade all installed packages automatically.
*If you get a message "files in use" then click "retry" AFTER killing any running processes that use the cygwin1.dll. Search Google if you dont know how to do this, or follow the instructions in the next section which requires a reboot.

5. Start the NEOSYS remote connection service - cygwin/sshd, and any cygwin services stopped in step 1.
<pre>
net start sshd
net start cygwinrsync
net start exim
</pre>

===== Upgrading Cygwin with server reboot =====
If not already done, rename Windows “Administrator” user to “administrator” before upgrading

Connect using usual NEOSYS remote support.

Follow the usual cygwin installation procedure.

If and when cygwin "says files in use" then at console command prompt then click "continue". NB "retry" will not work because your NEOSYS remote support uses files like cygwin1.dll that are being updated by cygwin.

If you have used the "continue" option then, towards the end of the cygwin installation process, you may get error messages similar to the one below.
You can ignore them.

"the procedure point __ctype_ptr__ could not be located in the dynamic link library cygwin1.dll"

Finally, you may get a message "postinstall script errors". Copy this message so you know what packages have to be reinstalled.

Your list may vary! The list of packages is longer if the cygwin1.dll file has to be upgraded as this is an essential library file for all cygwin programs.

<pre>
Package: base-cygwin
Package: coreutils
Package: bash
Package: terminfo
Package: _update-info-dir
Package: base-files
Package: colordiff
Package: man
Package: terminfo0
Package: vim
Package: wget
</pre>

Reboot the server and check that you can connect using usual NEOSYS remote support.

*The login user name might be changed to "Administrator" instead of "administrator".
*If you cannot reconnect after rebooting then the following steps (in particular the cygwin sshd package) may have to be performed directly on the server directly or using the usual initial NEOSYS remote installation procedures that do not rely on cygwin/sshd.

Reinstall any problematic Cygwin packages
#Select View: "Up to date"
#"Keep" to "Reinstall" for the packages listed in the previous section.

Finally, check that you can run the ls command in a cygwin command prompt window.

==== How to uninstall/reinstall cygwin ====

With setup.exe (the installer file of cygwin) you can uninstall individual packages but not Cygwin.

Before you do this, make sure you have stopped the cygwin service (NET STOP SSHD), removed the sshd server (cygrunsrv -R sshd), deleted the users (sshd & sshd_server).

To uninstall Cygwin you have to run the following in DOS prompt:

rmdir /s /q C:\cygwin

You cannot delete the cygwin folder from Windows explorer due to a Access Denied error and this is the best way to uninstall cygwin.

==== Getting Ownership and Permissions Correct ====

Installation of cygrin under domain administrator account needs to be fixed as follows:

#c:\cygin Properties, Security, Advanced
#Change owner to: Administrators
#Tick: Replace owner on subcontainers

After changing ownership of all cygwin folders to Administrators all ssh login will be blocked and you will get a windows application event log message. "root" actually means sshd's user which is sshd_server by default or can be found in the cygwin ssh windows services properties under log on

fatal: /var/empty must be owned by root and not group or world-writable.

Fix this in cygwin console as follows:

chown sshd_server /var/empty

==== Configuring Firewall/Router ====

You will have to port forward 19580 on the router to port 19580 on the neosys server. Some routers call port forwarding “port mapping” or “virtual servers”

It is BAD idea to simply open port 22 since an open port 22 attracts scanners/hackers like flies.

Also configure port forwarding of port 4430 to port 4430. This is for remote access via https if desired at a later date.

==== Configuring Specific Client Routers ====

[[Adline Dubai - CISCO PIX Firewall]]

[[Sonicwall Firewall Configuration]]

==== How to install ssh on port 19580 over vnc on port 19580 ====

Install vnc on port 19580

connect on vnc

setup cygwin sshd on port 22

test you can login on port 22

ssh neosys@127.0.0.1

change sshd port to 19580 (but it wont start)

schedule a windows system reboot in 10 mins at windows command prompt

shutdown -t 600

change vnc port to 5900 (if will disconnect you)

wait for 10 mins and try to ssh login on port 19580

==== Changing user on Cygwin ====

On SSH command line:

ssh neosys@127.0.0.1 (where 'neosys' is the username)

=== Installing and configuring UltraVNC ===

Download UltraVNC from http://www.ultravnc.com

Run installation – all default options EXCEPT choose INSTALL AS A SERVICE, and START SERVICE.

((screenshot required))

Run ‘Service Helper’ under UltraVNC Server in case you don’t see vnc tray icon on the notification area.

Admin options should make the following changes:
[[Image:Vncadmin.png]]
# Deselect – Enable Java (to increase security)
# Select – Allow loopback connection (essential for connection via ssh)
# Select - Loopback only (to increase security)

[[Image:vncserveraddnewclient55000.png]]

==== Installing and configuring the client ====

It is advisabke to use http over ssh rather than remote access IE inside vnc because the user interface is much faster alhough it might not be so bad using vnc to hosts in the same country

==== Installing Putty ====

http://the.earth.li/~sgtatham/putty/latest/x86/putty.exe

Download putty.exe > run

===== Configuring Putty =====

ssh tunneling local:127.0.0.1:1235-->remote:127.0.0.1:80 so you can do http://127.0.0.1:1235/neosys on your own computer

there are a few computers where it doesnt seem to like the above usually where the target server is on a none-standard port or not listening on 127.0.0.1

so sometimes you have to map local 127.0.0.1:8080 to remote 10.0.0.255:8080 or whatever the listening ip and port is

[[Image:puttysession.png|Fill in the host name of the server computer and the port number.]]

[[Image:puttyssh.png]]

[[Image:puttytunnel.png]]

Source: 1234 Destination: 127.0.0.1:5900 then click Add

Source: 1235 Destination: 127.0.0.1:80 then click Add

Once tunnels are setup then return to Session tab in putty and save the options then click open to connect to the server. Login as administrator with the servers password.

Ultra VNC Viewer:

As the port mapping is complete, enter 127.0.0.1:1234 to login into the computer screen remotely:

==== Configuring Ultra VNC Viewer Listen mode to use a non-standard port ====

[[Image:vncviewerlisten55000.png]]

==== Troubleshooting Client ====

===== Cygwin login on servers connected to any domain controller =====

If NEOSYS is loaded on a server which is connected to any domain controller, it may require the local administrator password reset.

==== Resolving VNC Password lockout ====

If you connect to a client server through CYGWIN and enter the VNC password 3 times wrong in a row, VNC will block you.

As you have already entered the server through CYGWIN, you can reactivate the blocked VNC by using the following commands on the prompt:

net stop winvnc

net start winvnc

== Remote Desktop Connection ==

Servers are normally not exposed to the internet so IT staff and suppliers are often not careful to use strong passwords and use things like "password" or blank.

Given the above, it is NEOSYS policy NOT to use remote desktop via direct access from the internet at all and especially not long term. This is to prevent worms from instantly discovering possible entry points - typically before NEOSYS can even begin to enforce strong administrator password.

If it is otherwise IMPOSSIBLE (difficult or inconvenient does NOT count as impossible!) to avoid using remote desktop protocol to the public internet then a simple and effective way of significantly increasing security is to change the remote desktop port from 3389 to something else e.g. 33890 as per NEOSYS convention.

=== Changing RDC port from standard to nonstandard ===

# Start Registry Editor.
# Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\TerminalServer\WinStations\RDP-Tcp\PortNumber
# On the Edit menu, click Modify, and then click Decimal.
# Type the new port number, and then click OK.
# Quit Registry Editor.

Upgrading NEOSYS

2012-02-07T10:09:11Z

Ashwin: /* Small Installations */

== Upgrading NEOSYS fully ==

NEOSYS can be upgraded in two ways either in the night before the daily backup or during the day.

Procedure to upgrade NEOSYS during the day.

#Email the management and staff the standard email on upgrade for agreement of time.
#Confirm the date and time and inform the staff about the update.
#During upgrade make sure all users are logged off and follow the installation procedures.
#Once the upgrade is over mail the management and staff the steps they should perform before using NEOSYS.

NEOSYS can also be upgraded with smaller patches by the programmer and this can be done at any time while the users are working

=== Sample Emails to be sent PRIOR to Upgrading NEOSYS ===

==== Informing the client of the intention to upgrade ====

NEOSYS needs to be updated to its latest version.

Please confirm a suitable time to upgrade NEOSYS.The upgrade will take about half an hour to one hour.

Please note that all users should be logged off during the upgrade and there should not be any attempt
to login during that one hour.

Once the upgrade is done we shall notify you with the same and the users should Clear Cache from Internet Explorer
before they log into the new version.

You can find instructions on how to clear the Internet Explorer Cache at this link:
http://userwiki.neosys.com/index.php/Troubleshooting_IE#Solution

==== Confirming Date and Time ====

I will be upgrading NEOSYS to its latest version tomorrow i.e. 15th November. NEOSYS will be down without warning from 13:00 to 14:00.

If you attempt to do data entry during this period of time you will probably lose data but there will be no harm caused to the system.
You may continue using the system in read-only mode to get reports etc until it actually goes down whereupon NEOSYS will hang and
you should close its windows.

After the upgrade you need to clear your temporary internet files to ensure that you obtain the new version of the programs otherwise all
kinds of strange errors may occur due to caching creating an unpredictable mixture of old and new web pages/software.

You can find instructions on how to clear the Internet Explorer Cache at this link:
http://userwiki.neosys.com/index.php/Troubleshooting_IE#Solution

=== Downloading ===

Get the latest version of NEOSYS

Download http://www.neosys.com/support/neosys2.exe in NEOSYS\downloads folder and rename it to neosys2-(DATE).exe (eg neosys2-10th November 2009.exe) - this is to keep track of the various downloads we do for the client and also allows to install a previous version if needed.

'''*** IMPORTANT: DO NOT RUN/EXECUTE THE NEOSYS EXE FILE NOW ***'''

=== Downloading previous versions of NEOSYS ===

The 9 previous versions of neosys are stored at:

http://www.neosys.com/support/neosys21.exe

http://www.neosys.com/support/neosys22.exe

http://www.neosys.com/support/neosys23.exe

http://www.neosys.com/support/neosys24.exe

http://www.neosys.com/support/neosys25.exe

http://www.neosys.com/support/neosys26.exe

http://www.neosys.com/support/neosys27.exe

http://www.neosys.com/support/neosys28.exe

http://www.neosys.com/support/neosys29.exe

=== Backing up prior to upgrading ===

THIS WHOLE BACKUP PROCEDURE IS MANDATORY

Make sure that all NEOSYS users are logged off and the processes are closed before you do any folder copying.

==== Small Installations ====

#Take a normal proper backup using the NEOSYS Support Menu - for all live databases if there is more than one.
#If a USB change was made by the client's IT person prior to doing this manual backup, ensure that after the upgrade is done, the backup file for that manual backup is moved to another location (preferably in a new folder on the D drive)so that the clients backup cycle is not affected by the existence of a days backup in the USB before the cycle actually begins the following morning.
#Take a copy of the whole of the D:\NEOSYS folder (or where-ever NEOSYS is installed) into another folder. You can omit the D:\NEOSYS\IMAGES and D:\NEOSYS\LOGS folders from the copy to save time. Preferably place the copy on another disk or partition so that it is not included in any whole disk backup that might be running in parallel to NEOSYS backup.

==== Large Installations ====

Copying the whole of the D:\NEOSYS folder can take so much time as to be virtually impossible. In this case do the upgrade EARLY IN THE MORNING since all the data will have been backed up the previous night. The NEOSYS nightly backup only backs up data, so you MUST manually take copies of the following folders which contain the current version of the programs that are going to be upgraded.

#D:\NEOSYS\NEOSYS
#D:\NEOSYS\NEOSYS.NET
#D:\NEOSYS\NEOSYS.MAC or D:\NEOSYS\NEOSYS.W3C

=== Installing ===
Run / Execute the .EXE file that you downloaded into the NEOSYS\downloads folder and Install to the D:\NEOSYS\ folder.

Closing NEOSYS processes should happen automatically during upgrade but you can also do it manually as follows:

[[Closing NEOSYS services]]

The installation procedure first creates a GLOBAL.END file in the NEOSYS programs folder causing all serving processes to terminate. Maintenance processes must be terminated manually.

Next, the installation procedure attempts to update the WAITING.EXE file and, if the processes haven’t terminated quickly enough, this will fail asking for retry or abort. Retry immediately or once all the processes have terminated.

The last step of the installation procedure is to delete the GLOBAL.END file to allow processes to start normally.

=== Post installation steps ===

New versions of the software sometimes perform quick or long database conversions.

Starting NEOSYS in maintenance mode immediately after upgrading leaves you more in control if anything goes wrong.

It not necessary to use the maintenance mode to start-up once after upgrading and before starting an automatic neosys process.

==== Sample Email to be sent to the Clients AFTER an upgrade or patch ====

We have upgraded your version of NEOSYS.

Please follow the instructions at [http://userwiki.neosys.com/index.php/Troubleshooting_IE#Troubleshooting_Internet_Explorer Clear Internet Cache] to clear your temporary internet files
before you proceed to use NEOSYS.

This is required because your Internet Explorer may have saved old versions of the software and it is necessary to clear this to avoid any
possible errors.

=== Troubleshooting ===

If you choose to abort the installation for any reason then the GLOBAL.END file will have to be deleted manually since its presence prevents any processes from starting up.

== Upgrading NEOSYS with patch files ==

Patch files can be used to update a very recent installation of neosys without doing a full install and without getting people out of NEOSYS.

If in doubt do a full install.

#Copy the file which is probably something like ADAGENCY.1 or ACCOUNTS.1 to the neosys\neosys folder
#F5
#INSTALL ADAGENCY
#Follow instructions

Procedures

2012-01-23T12:35:29Z

Ashwin: /* NEOSYS Policy about Reposting Journal Entries */

Here are procedures to be followed by Support Staff in respect to various technical matters in day to day operations of client issues.

== NEOSYS Support Policies ==
In order to maintain good payment speed by clients NEOSYS needs to restrict support to clients that dont pay their bills on time, however the degree of restriction needs to depend on an intimate knowledge of the client which cannot be expected from all NEOSYS support staff. Therefore we will use a simple escalation policy as follows:

=== Stop Support List ===
NEOSYS SUPPORT MANAGERS WILL maintain an overdue/stop list on a whiteboard visible to all support staff. Generally clients will go on the list immediately when their invoice is overdue and come off only after satisfactory commitment to pay have been obtained.

NEOSYS SUPPORT STAFF WILL discretely refer any calls for support from client on the overdue/stop list to support managers for handling.

In case clients pressurize neosys staff to provide support then the support staff must inform them that there is an issue with their account and that their request had been forwarded to the manager.

This policy excludes dealing with server failures, backup failures and measures required to be taken to fix these failures.

== Client Password Policy ==
All client user passwords, including their initial one, are to be obtained via the user's email address using the password reminder/reset button on the login screen.

NEOSYS staff should never know users passwords therefore NEOSYS will not obtain and grant user passwords.

=== Support requests from ordinary client users ===
Any support requests concerning inability to obtain passwords will be forwarded to known skilled users on the client staff since this is the most efficient (not fastest) way to handle such issues.

=== Support requests from senior client management ===
Any support requests concerning inability to obtain passwords by senior client management users shall be handled directly by NEOSYS support staff in any way convenient to resolve the issue in the quickest possible time rather than the most efficient.

Bearing in mind that NEOSYS staff should never know user's passwords this will probably involve NEOSYS staff using the Password Reminder/Reset button to send a new password to the user.

=== User Defined Passwords ===
NEOSYS will provide user defined passwords in very special cases which must be pre-approved case by case by NEOSYS management. For many reasons, NEOSYS will not approve.

Currently this permission has only been granted to one NEOSYS client with several hundred of databases.

== Handling client issues ==
=== Handling error messages ===

'''Important:''' Before Attempting to resolve client issues, please ensure that we have secure access to the NEOSYS server.

#The very first step is understanding client problem.
#Ask the client what error does he gets on the screen.
#If error seems to be familiar then resolve it over the phone.
#If error is unknown then ask user to send a screenshot of the error displayed along with the options used (basically you need to know HOW to replicate the error)
#Upon receipt of the error, check in all the wikis for a solution.
#If the issue is unknown or you don’t understand it clearly ask the user then use remote support to gain access to the users desktop to view how to replicate the error.

If it is new issue then report by escalation the same issue to your manager with a brief explanation.

=== NEOSYS support for resolving issues with totals on reports ===

If a client has a problem with any total output by NEOSYS software then NEOSYS support will advise them which other NEOSYS report or reports provide a complete breakdown of the total (if necessary, to individual transactions) and ask the client to locate any offending transactions themselves.

NEOSYS support staff will handle any issues where the total on the breakdown report does not add up to the total on the summary report.

Reconciling totals can be hard if there are many transactions involved. Regardless of how hard it may be, reconciliation is an operational task for users not for support staff since NEOSYS support staff will not get involved in understanding client transactions or data.

== Using Support Tools ==

=== NEOSYS Software ===

The NEOSYS Software is currently supported on the following Operating Systems (OS) and browsers:

* For Media & Finance modules, Internet Explorer 6+ on Windows
* For Jobs & Timesheets modules, Internet Explorer 6+ on Windows or Safari 5+ on Mac

Users are to ensure that pop-up blockers and any 3rd party toolbars are deactivated/switched off or else certain pages and alert messages while using NEOSYS do not appear as a result of blocking from either the pop-up blocker or toolbars with built-in pop-up blockers.

NEOSYS Support personnel should additionally ensure that under Internet Explorer > Tools > Internet Options > Advanced > Browsing - the items Disable script debugging (Internet Explorer) and Disable script debugging (Other) are '''UNTICKED'''. This is because if NEOSYS generates any javascript error message, the same would disappear in the bottom left corner of a window, which in turn helps the programmer fix the error.

''Note-'' The above mentioned process must be carried out after every Factory Reset.

=== Website Live Support ===
www.neosys.com is equipped with a Live Support software and clients can visit the website, click on this link and chat with any of our support staff, without the need for any installation. The client has to fill in their name and email address to connect to an available support personnel. During non-working hours, the Live Support icon on the website automatically displays "offline".

NEOSYS Support personnel who are authorised to provide such support, need to download a software called Kayako Live Support from http://hotfix.kayako.com/latest.php?product=lr&platform=win32&buildtype=stable

Once downloaded the account needs to be setup as follows:

* Account Name: (as provided by NEOSYS IT)
* SupportSuite URL: http://support.neosys.com/
* User Name: (as provided by NEOSYS IT and usually same as Account Name)
* Password: (as provided by NEOSYS IT)

The first time the account is setup, you need to close Kayako Live Support completely and restart for it to login and work properly.

== Handling Nagios Client Monitoring system ==

Nagios is configured to display information pertaining to all NEOSYS client's server statuses which include multiple services such as:
# HTTPS: Most of NEOSYS clients are configured to have external web access via secure HTTP protocol (port 4430) from outside office. Nagios is configured to check port 4430 on a regular interval of 10 minutes and display any issues in accessing the same.
# SSH: As part of the support contract, NEOSYS should have external secure access to the client server usually over port 19580. Nagios is configured to check this port on a regular interval of 10 minutes and display any issues in accessing the same.
# Ping: Nagios is also configured to ping the client router as a measure to check if router responds incase the NEOSYS server is down.
# NEOSYS: This service works in a reverse direction, and the NEOSYS installation on the client server sends information such as databases running, current backup status, internal and internet IP addressess etc to Nagios on a regular interval of 10 minutes.

Some key information about Nagios is as follows:
* Nagios is also configured to display information related to internal servers.
* Clients hosted on a NEOSYS cloud server might not have services such as SSH or PING as this is monitored as part of the internal server service.
* Nagios sends out email alerts to support2@neosys.com (which is forwarded to support@neosys.com) from 8 am to 12 midnight on all Dubai working days (Sun-Thu). No alerts are sent out on Fri and Sat, unless they are for NEOSYS internal servers.

NEOSYS support staff on duty has to follow the below outlined procedures in case of any Nagios items showing a critical or warning message for any service:
# Nagios is required to be checked first thing in the morning and any critical or warning messages need to be dealth with to resolve the same at the earliest.
# Some of the messages could be related to backup failures and the usual procedure as stated in #Backup Procedures needs to be followed. In case the backup issue isn't resolved by 9:30 am, the Nagios service needs to be scheduled with downtime for a minimum of 2 hours and maximum until 1 am next day if the issue cannot be solved.
# In case any HTTPS, SSH or PING service is down, immediate action is required and the relevant IT people at the client side needs to be contacted to get this resolved. A downtime of 2 hours is required to be scheduled with further intervals of 2 hours incase this is not resolved. Support staff shouldn't schedule downtime till 1 am next day, just to get rid of the alerts for the day. Proactive follow up with the client is required to get this resolved before the business day - more so, if there is a weekend ahead.
# In case the HTTPS, SSH or PING service goes down during the day, a grace period of 20 minutes is given before the issue is reported to the client IT. This helps incase there is any temporary internet connection issue at the client or along the internet route.
# In case of "Backup not changed" warning status which occurs if the client has not interchanged the USB before 12 noon on that day, no action is required from the support staff and a downtime until 1 am next day needs to be scheduled.

**'''PLEASE NOTE''': Failure to schedule appropriate downtime will lead to REDUNDANT ALERTS from NAGIOS every hour.

== What happens if there is no remote access to NEOSYS server based in client’s premises ? ==

If access to the NEOSYS server is lost then we must determine the root cause by:

# Checking if the server is UP and running
# If yes, please check internet connectivity on the server
# If there is connectivity, please check the router for connectivity issues

'''Sample Response:'''
Please note that we have currently lost access to the NEOSYS server. The server seems to be down at the moment and it seems that neosys processes are not running on the server.
Kindly check if the server is UP and running. If yes, please check internet connectivity on the server.
Do keep us posted on the server status so we can test connectivity from our side as well.0

== New Router (Port Forwarding) ==

If you have changed your router then you may notice that external access to NEOSYS is unavailable.

'''Solution:'''

Setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server as follows:
# Port 19580 > 19580 for SSH
# Port 4430 > 4430 for HTTPS

You can click [http://portforward.com/ Set Up Port Forwarding] to learn how to configure your Router.

'''Sample Response:'''
You are requested to kindly setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server,i.e. port 19580 for SSH and port 4430 for HTTPS.

Once this is complete, kindly send me an email to confirm the same so that we could test connectivity from our end as well.

== Backup Procedures ==
=== Preparing daily backup report ===
# Note the success, failure and other error of the clients backup mail in an excel sheet and forward the same to your manager.
# If there is a backup failure or backup is not available, check wiki to take necessary steps.
# If there is any unknown error, forward the same to your manager.

=== Updating Nagios incase of failures ===
# If the backup failure is unsolved, schedule downtime Neosys service in Nagios till 01 am.
# If the backup did not happen because of server down. Call the IT person; ask him to re-boot the server and check wiki to do necessary step ahead and schedule downtime to Nagios for 2hours.
# If there is an error "Backup->Impossible" on Nagios check wiki and schedule downtime to Nagios for 2hours.

=== Interchange backup USB mail reminder ===
# Basically all the clients have different days to change their backup USB. All the notification can be seen on Nagios at 12.00 pm every day.
# When you see the change backup notification on Nagios at 12.00 pm, send a mail to the IT person or the person who changes the USB. As you send the mail schedule downtime for Neosys services for two hours.
# Check the Nagios at 2.00 pm if the backup USB is changed, don't send another mail and stop there. But if backup is still not yet changed, send a another mail and this time cc the mail to your manager. After sending the mail, schedule downtime for Neosys service for more two hours.
# Now at 4.00 pm if you still find the backup USB not changed. Call the IT person and ask him to change the USB ASAP and schedule downtime for Neosys services for one hour.
# Now at 5.00 pm check Nagios and see if the backup USB is changed and if not changed. Send the mail to everyone from the backup mail.
# If the backup is still not changed, escalate the issue to your manager.

'''Note:'''
If the USB is not interchanged on the scheduled day i.e. then The NEOSYS Automated backup will fail.
Traditionally, each USB holds backup of 7 days and using 3 different USBs we can store backups for the last 21 days enabling us to restore the system unto a time period beginning 21 days prior.
If the USB is not changed then the first backup on the current USB is replaced with the new or latest backup leading to inconsistencies within the backups. Hence we '''must''' interchange the USB on schedule to avoid a backup failure the next morning.

'''Sample Response:'''
The NEOSYS backup has failed today as the USB was not interchanged on the scheduled day.
Please interchange the USB immediately today to avoid a backup failure tomorrow morning.
Also note that your scheduled day to interchange the USB next week and hence forth remains unchanged to '''(Scheduled Day)'''.

=== Finding out which USB is inserted into the server ===
As we ask the client to have 3 USB's and interchange them weekly, we also need to sometimes track which one of these 3 USB's are inserted into the server. USB's can be tracked using their volume serial number in most cases. To find this out either go to the command prompt and type VOL or in the nightly backup message check for the 2nd line (which looks like this - 14/12/2009 2:45pm Media: 705B-5B5F). However serial numbers can be the same even for different USB's.

== Client relocating operations to a new premises ==

Ensure that the following procedure is followed by the clients IT staff prior to relocation:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# The NEOSYS server may now be shutdown and moved to the new premises

Post relocation, the clients IT staff must ensure the following immediately:

# Connect the server to the local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable NEOSYS support staff to connect to the server externally
# Provide NEOSYS support with the new fixed IP address so that the connection can be tested.

== Creating and Handling passwords ==
Passwords made out of a pass phrase should be at least 10 characters since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts.

=== Creating a password ===
Passwords are generated from a pass phrase and it is important to create a very difficult to guess pass phrase.

For example, a good pass phrase would be: '''Today is a good day and it is the best time to go for a holiday'''

The password for this would be '''Tiagdaiitbt2g4ah'''

The important instructions for the above are:
#You have to take the first letter of each word and that makes your password (i.e. by using initials)
#Wherever any word starts with a capital, then you have to take first letter as a capital (eg. For Today you will take T)
#Replace '''and''' with '''&'''
#Replace '''to''' with '''2'''
#Replace '''for''' with '''4'''

=== Handling passwords ===
#Never send the actual password - always send the pass phrase
#Make sure that the password created out of the pass phrase is at least 10 characters long since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts
#Pass phrases are never to be sent by email, whatever the case maybe.
#Pass phrases can be sent by chat - however they have to be broken down in two parts and sent separately over two different messengers or if you are using Gtalk then use the 'off the record' mode.
#Using SMS to send pass phrases is the best known way as of now.
#If you save the passwords on your system as a file, make sure the file is encrypted with a master password.

== NEOSYS Maintenance Window ==

The NEOSYS server is functional from 6am – 1am. There is a 5hr window gap for the system to perform updates & backups.

The 5hr maintenance window:-

1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed, the system automatically generates an email addressed to the neosys staff & the respective clients.

2. At 2:45am – The main data over writes the test data on the server.

3. At 3:00am – The server by itself performs an update for Windows.

4. At 4:00am – The server performs a backup to the headquarters for clients, and then automatically generates an email addressed to the NEOSYS staff & the respective clients. This process is followed by only two clients i.e. Adline & Farouk.

5. At 6:00am – The server starts up NEOSYS.

==Switching to a backup server==

As NEOSYS provides clients with option of backing up their data to a remote NEOSYS server in case of emergencies or server problems, it is crucial you understand the below procedure on how to switch to a backup server in the event of such a situation. Extreme care must be taken when switching over to using a backup server otherwise unnecessary data loss is very likely.

Backup servers are normally switched off and should not be started automatically otherwise there is a serious risk of the client’s staff working on two systems. It is not possible to merge two databases into one database. Before the backup server is enabled the main server must be disabled, and before the main server is re-enabled, the backup server must be disabled again. This can be managed technically without requiring any decision from senior non-technical staff.

However, there are also some potentially hard decisions about unavoidable loss of data versus continued system availability. *** Backup servers should therefore only be started with the written approval of the clients senior staff. A suitable email requesting approval follows.

The following case assumes that the main server has gone down sometime during the working day and that therefore the data on the backup server is out of date. Allowing them to use the backup server therefore implies some loss of data. They may wish to lose the data. They may wish to work on the backup server data and then try to redo the work on the main server once it is restored. There are a variety of options depending on the situation.

If the main server is still functioning AND you are reasonably sure that the database is not damaged (which is perhaps an unlikely situation if you need to use the backup server!), it may be sensible to trigger an additional “backup/sync” process to bring the backup server database up to date with the main server. Before you do this, it is advisable that you take a backup copy of the backup system on the backup server. In this case there would be no data loss in using the backup.

An additional option of providing usage of the backup server in read-only mode so that people can at least access some data is being developed. The backup server could be available continuously at any time in read-only mode. This article would then be related to switching a backup server into main operational mode.

Dear {senior staff} cc {IT staff}

Please note that we can enable the backup server if you wish.

However the data on the backup server is out of date since it is a copy of your main database as at 11/22/33 99:99.

If you wish to allow work to be done on the backup server then any data entered on your main server since the above date will be lost if we
subsequently copy the data on the backup server to the main server.

If, after using the backup server, we do NOT copy the data on the back server to the main server then any data you have entered on the backup
server/database will be lost.

Please confirm a) you want to work on HOSTS2 database and that we should therefore enable it and b) you have disconnected your main server
for the duration.

Best Regards,
xxxxxx xxxxxxx
NEOSYS Support

== Description of Backup Procedure for the NEOSYS Client Hosting Server ==

NEOSYS backup is a two phase process. It is mandatory that both phases are complete for the process to be considered a backup. 
#On the main NEOSYS server host(Schuberg Philis in Amsterdam as of Dec 2010) Every night, the NEOSYS process for selected databases stops serving users at around 1:00 AM to 5:00 AM (local time of the client's main office) and performs the following procedure: - All the database files are checked for physical corruption. - All the database files are zipped into a file who's path would be something like C:\DATA.BAK\CLIENTX\MONDAY\BACKUP.ZIP file. - The file having the same name as that of the corresponding day of the week as last week is overwritten.A "backup alert" email indicating success or failure is sent to senior managers at the client, the client’s IT manager and backups@neosys.com. - An internal log (accessible on each database's Support Menu) is maintained as a record and in case the emails cannot be sent out for some reason. - NEOSYS support staff in Dubai check the emails every morning Sunday through Thursday. - In the case of failure, NEOSYS support staff in Dubai take appropriate action and send an email (to the same people who receive the automated backup alert emails) indicating what action has been taken. - The above does not by itself constitute a proper backup because the backup is stored on the same server and physical disk as the actual data. 
#On the NEOSYS backup server host (in NEOSYS Dubai Office as of Dec 2010 but could be changed without notice to EvoSwitch in Amsterdam). - At around 02:00-02:30 AM GMT daily, NEOSYS's backup server copies (replicates) all the BACKUP.ZIP files from the main NEOSYS server host to itself. - An email indicating success or failure is sent to NEOSYS support staff (only) who deal with it in a similar way to phase 1, except that only NEOSYS management are updated.

== Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki ==

Error messages expressed as images are not searchable.

Therefore SELECT THE TEXT OF MAINTENANCE MODE WINDOWS using right click on window heading, Edit, Mark, Copy .. not graphical copy.

Then paste the text into wiki and surround with "< pre>" and "< /pre>" tags (without the space) as follows:

[[image:loginmessage.jpg]]

the result is searchable text as follows ...

<pre>
╔════════════════════════════╗
║ NEOSYS SECURITY ║
║ What is your name ? ║
║ ║
║ [ ] ║
║ ║
║ Please enter your name, ║
║ or press Esc to exit. ║
╚════════════════════════════╝
</pre>

== Amending/Reposting Journal Entries ==

NEOSYS does not generally allow reposting or amending of journal entries once posted.

This policy is derived from the manual book keeping practices where once a journal entry is made you cannot remove it as it is written in ink and hence a rectification entry needs to be passed.

However in certain exceptional cases, amending/reposting of journal entries is allowed for a brief period of time to enable clients to present reports in an alternative manner. This would be subject to NEOSYS would requiring a written LETTER OF APPROVAL duly signed and stamped by the highest management of the company.

Before granting such permission NEOSYS will have a conversation with the Management of the client organisation and clearly explain the repercussions of granting permission to edit/report journals, which primarily are:

# It is not common practice to do such manipulations
# It can lead to possible errors in numbers
# Staff can become complacent and careless while posting entries and frequently ask for this permission
# Restricting users from editing/reposting journal entries promotes a more healthy and vigilant working environment where users verify each journal entry before posting it which effectively leads to good accounting practices.

=== Amending/Reposting Procedure ===
In case the client management still decides to go ahead and allow editing/reposting of journal entries, the following procedure is to be followed:

# Client must de-allocate vouchers which need to be amended
# NEOSYS support staff must wait for a day so that de-allocated vouchers are copied into Test database
# Authorise required users to amend and repost (without record) '''in Test database only''' ( While reposting, we have 2 options i.e. with record and without record. The 'with record' option causes the system to maintain a history of edits made. Hence, we want to repost without record so that there is no trace of the edit in the system)
# Amend a substantial number of vouchers in Test and verify them. To verify if the edits made are reflected:
# *Print all ledgers for the whole year
# *Cross-check all balances
# Once you verify the balances are correct in Test database, grant users permission to amend and repost in the Live database.
# Ask users to amend and repost vouchers in the Live database.
# Cross-check all balances for the current year.
# If you successfully verify the balances, revoke permissions immediately. Else, wait for 24 hours and revoke permissions irrespectively.

Procedures

2012-01-23T12:34:48Z

Ashwin: /* NEOSYS Policy about Reposting Journal Entries */

Here are procedures to be followed by Support Staff in respect to various technical matters in day to day operations of client issues.

== NEOSYS Support Policies ==
In order to maintain good payment speed by clients NEOSYS needs to restrict support to clients that dont pay their bills on time, however the degree of restriction needs to depend on an intimate knowledge of the client which cannot be expected from all NEOSYS support staff. Therefore we will use a simple escalation policy as follows:

=== Stop Support List ===
NEOSYS SUPPORT MANAGERS WILL maintain an overdue/stop list on a whiteboard visible to all support staff. Generally clients will go on the list immediately when their invoice is overdue and come off only after satisfactory commitment to pay have been obtained.

NEOSYS SUPPORT STAFF WILL discretely refer any calls for support from client on the overdue/stop list to support managers for handling.

In case clients pressurize neosys staff to provide support then the support staff must inform them that there is an issue with their account and that their request had been forwarded to the manager.

This policy excludes dealing with server failures, backup failures and measures required to be taken to fix these failures.

== Client Password Policy ==
All client user passwords, including their initial one, are to be obtained via the user's email address using the password reminder/reset button on the login screen.

NEOSYS staff should never know users passwords therefore NEOSYS will not obtain and grant user passwords.

=== Support requests from ordinary client users ===
Any support requests concerning inability to obtain passwords will be forwarded to known skilled users on the client staff since this is the most efficient (not fastest) way to handle such issues.

=== Support requests from senior client management ===
Any support requests concerning inability to obtain passwords by senior client management users shall be handled directly by NEOSYS support staff in any way convenient to resolve the issue in the quickest possible time rather than the most efficient.

Bearing in mind that NEOSYS staff should never know user's passwords this will probably involve NEOSYS staff using the Password Reminder/Reset button to send a new password to the user.

=== User Defined Passwords ===
NEOSYS will provide user defined passwords in very special cases which must be pre-approved case by case by NEOSYS management. For many reasons, NEOSYS will not approve.

Currently this permission has only been granted to one NEOSYS client with several hundred of databases.

== Handling client issues ==
=== Handling error messages ===

'''Important:''' Before Attempting to resolve client issues, please ensure that we have secure access to the NEOSYS server.

#The very first step is understanding client problem.
#Ask the client what error does he gets on the screen.
#If error seems to be familiar then resolve it over the phone.
#If error is unknown then ask user to send a screenshot of the error displayed along with the options used (basically you need to know HOW to replicate the error)
#Upon receipt of the error, check in all the wikis for a solution.
#If the issue is unknown or you don’t understand it clearly ask the user then use remote support to gain access to the users desktop to view how to replicate the error.

If it is new issue then report by escalation the same issue to your manager with a brief explanation.

=== NEOSYS support for resolving issues with totals on reports ===

If a client has a problem with any total output by NEOSYS software then NEOSYS support will advise them which other NEOSYS report or reports provide a complete breakdown of the total (if necessary, to individual transactions) and ask the client to locate any offending transactions themselves.

NEOSYS support staff will handle any issues where the total on the breakdown report does not add up to the total on the summary report.

Reconciling totals can be hard if there are many transactions involved. Regardless of how hard it may be, reconciliation is an operational task for users not for support staff since NEOSYS support staff will not get involved in understanding client transactions or data.

== Using Support Tools ==

=== NEOSYS Software ===

The NEOSYS Software is currently supported on the following Operating Systems (OS) and browsers:

* For Media & Finance modules, Internet Explorer 6+ on Windows
* For Jobs & Timesheets modules, Internet Explorer 6+ on Windows or Safari 5+ on Mac

Users are to ensure that pop-up blockers and any 3rd party toolbars are deactivated/switched off or else certain pages and alert messages while using NEOSYS do not appear as a result of blocking from either the pop-up blocker or toolbars with built-in pop-up blockers.

NEOSYS Support personnel should additionally ensure that under Internet Explorer > Tools > Internet Options > Advanced > Browsing - the items Disable script debugging (Internet Explorer) and Disable script debugging (Other) are '''UNTICKED'''. This is because if NEOSYS generates any javascript error message, the same would disappear in the bottom left corner of a window, which in turn helps the programmer fix the error.

''Note-'' The above mentioned process must be carried out after every Factory Reset.

=== Website Live Support ===
www.neosys.com is equipped with a Live Support software and clients can visit the website, click on this link and chat with any of our support staff, without the need for any installation. The client has to fill in their name and email address to connect to an available support personnel. During non-working hours, the Live Support icon on the website automatically displays "offline".

NEOSYS Support personnel who are authorised to provide such support, need to download a software called Kayako Live Support from http://hotfix.kayako.com/latest.php?product=lr&platform=win32&buildtype=stable

Once downloaded the account needs to be setup as follows:

* Account Name: (as provided by NEOSYS IT)
* SupportSuite URL: http://support.neosys.com/
* User Name: (as provided by NEOSYS IT and usually same as Account Name)
* Password: (as provided by NEOSYS IT)

The first time the account is setup, you need to close Kayako Live Support completely and restart for it to login and work properly.

== Handling Nagios Client Monitoring system ==

Nagios is configured to display information pertaining to all NEOSYS client's server statuses which include multiple services such as:
# HTTPS: Most of NEOSYS clients are configured to have external web access via secure HTTP protocol (port 4430) from outside office. Nagios is configured to check port 4430 on a regular interval of 10 minutes and display any issues in accessing the same.
# SSH: As part of the support contract, NEOSYS should have external secure access to the client server usually over port 19580. Nagios is configured to check this port on a regular interval of 10 minutes and display any issues in accessing the same.
# Ping: Nagios is also configured to ping the client router as a measure to check if router responds incase the NEOSYS server is down.
# NEOSYS: This service works in a reverse direction, and the NEOSYS installation on the client server sends information such as databases running, current backup status, internal and internet IP addressess etc to Nagios on a regular interval of 10 minutes.

Some key information about Nagios is as follows:
* Nagios is also configured to display information related to internal servers.
* Clients hosted on a NEOSYS cloud server might not have services such as SSH or PING as this is monitored as part of the internal server service.
* Nagios sends out email alerts to support2@neosys.com (which is forwarded to support@neosys.com) from 8 am to 12 midnight on all Dubai working days (Sun-Thu). No alerts are sent out on Fri and Sat, unless they are for NEOSYS internal servers.

NEOSYS support staff on duty has to follow the below outlined procedures in case of any Nagios items showing a critical or warning message for any service:
# Nagios is required to be checked first thing in the morning and any critical or warning messages need to be dealth with to resolve the same at the earliest.
# Some of the messages could be related to backup failures and the usual procedure as stated in #Backup Procedures needs to be followed. In case the backup issue isn't resolved by 9:30 am, the Nagios service needs to be scheduled with downtime for a minimum of 2 hours and maximum until 1 am next day if the issue cannot be solved.
# In case any HTTPS, SSH or PING service is down, immediate action is required and the relevant IT people at the client side needs to be contacted to get this resolved. A downtime of 2 hours is required to be scheduled with further intervals of 2 hours incase this is not resolved. Support staff shouldn't schedule downtime till 1 am next day, just to get rid of the alerts for the day. Proactive follow up with the client is required to get this resolved before the business day - more so, if there is a weekend ahead.
# In case the HTTPS, SSH or PING service goes down during the day, a grace period of 20 minutes is given before the issue is reported to the client IT. This helps incase there is any temporary internet connection issue at the client or along the internet route.
# In case of "Backup not changed" warning status which occurs if the client has not interchanged the USB before 12 noon on that day, no action is required from the support staff and a downtime until 1 am next day needs to be scheduled.

**'''PLEASE NOTE''': Failure to schedule appropriate downtime will lead to REDUNDANT ALERTS from NAGIOS every hour.

== What happens if there is no remote access to NEOSYS server based in client’s premises ? ==

If access to the NEOSYS server is lost then we must determine the root cause by:

# Checking if the server is UP and running
# If yes, please check internet connectivity on the server
# If there is connectivity, please check the router for connectivity issues

'''Sample Response:'''
Please note that we have currently lost access to the NEOSYS server. The server seems to be down at the moment and it seems that neosys processes are not running on the server.
Kindly check if the server is UP and running. If yes, please check internet connectivity on the server.
Do keep us posted on the server status so we can test connectivity from our side as well.0

== New Router (Port Forwarding) ==

If you have changed your router then you may notice that external access to NEOSYS is unavailable.

'''Solution:'''

Setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server as follows:
# Port 19580 > 19580 for SSH
# Port 4430 > 4430 for HTTPS

You can click [http://portforward.com/ Set Up Port Forwarding] to learn how to configure your Router.

'''Sample Response:'''
You are requested to kindly setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server,i.e. port 19580 for SSH and port 4430 for HTTPS.

Once this is complete, kindly send me an email to confirm the same so that we could test connectivity from our end as well.

== Backup Procedures ==
=== Preparing daily backup report ===
# Note the success, failure and other error of the clients backup mail in an excel sheet and forward the same to your manager.
# If there is a backup failure or backup is not available, check wiki to take necessary steps.
# If there is any unknown error, forward the same to your manager.

=== Updating Nagios incase of failures ===
# If the backup failure is unsolved, schedule downtime Neosys service in Nagios till 01 am.
# If the backup did not happen because of server down. Call the IT person; ask him to re-boot the server and check wiki to do necessary step ahead and schedule downtime to Nagios for 2hours.
# If there is an error "Backup->Impossible" on Nagios check wiki and schedule downtime to Nagios for 2hours.

=== Interchange backup USB mail reminder ===
# Basically all the clients have different days to change their backup USB. All the notification can be seen on Nagios at 12.00 pm every day.
# When you see the change backup notification on Nagios at 12.00 pm, send a mail to the IT person or the person who changes the USB. As you send the mail schedule downtime for Neosys services for two hours.
# Check the Nagios at 2.00 pm if the backup USB is changed, don't send another mail and stop there. But if backup is still not yet changed, send a another mail and this time cc the mail to your manager. After sending the mail, schedule downtime for Neosys service for more two hours.
# Now at 4.00 pm if you still find the backup USB not changed. Call the IT person and ask him to change the USB ASAP and schedule downtime for Neosys services for one hour.
# Now at 5.00 pm check Nagios and see if the backup USB is changed and if not changed. Send the mail to everyone from the backup mail.
# If the backup is still not changed, escalate the issue to your manager.

'''Note:'''
If the USB is not interchanged on the scheduled day i.e. then The NEOSYS Automated backup will fail.
Traditionally, each USB holds backup of 7 days and using 3 different USBs we can store backups for the last 21 days enabling us to restore the system unto a time period beginning 21 days prior.
If the USB is not changed then the first backup on the current USB is replaced with the new or latest backup leading to inconsistencies within the backups. Hence we '''must''' interchange the USB on schedule to avoid a backup failure the next morning.

'''Sample Response:'''
The NEOSYS backup has failed today as the USB was not interchanged on the scheduled day.
Please interchange the USB immediately today to avoid a backup failure tomorrow morning.
Also note that your scheduled day to interchange the USB next week and hence forth remains unchanged to '''(Scheduled Day)'''.

=== Finding out which USB is inserted into the server ===
As we ask the client to have 3 USB's and interchange them weekly, we also need to sometimes track which one of these 3 USB's are inserted into the server. USB's can be tracked using their volume serial number in most cases. To find this out either go to the command prompt and type VOL or in the nightly backup message check for the 2nd line (which looks like this - 14/12/2009 2:45pm Media: 705B-5B5F). However serial numbers can be the same even for different USB's.

== Client relocating operations to a new premises ==

Ensure that the following procedure is followed by the clients IT staff prior to relocation:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# The NEOSYS server may now be shutdown and moved to the new premises

Post relocation, the clients IT staff must ensure the following immediately:

# Connect the server to the local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable NEOSYS support staff to connect to the server externally
# Provide NEOSYS support with the new fixed IP address so that the connection can be tested.

== Creating and Handling passwords ==
Passwords made out of a pass phrase should be at least 10 characters since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts.

=== Creating a password ===
Passwords are generated from a pass phrase and it is important to create a very difficult to guess pass phrase.

For example, a good pass phrase would be: '''Today is a good day and it is the best time to go for a holiday'''

The password for this would be '''Tiagdaiitbt2g4ah'''

The important instructions for the above are:
#You have to take the first letter of each word and that makes your password (i.e. by using initials)
#Wherever any word starts with a capital, then you have to take first letter as a capital (eg. For Today you will take T)
#Replace '''and''' with '''&'''
#Replace '''to''' with '''2'''
#Replace '''for''' with '''4'''

=== Handling passwords ===
#Never send the actual password - always send the pass phrase
#Make sure that the password created out of the pass phrase is at least 10 characters long since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts
#Pass phrases are never to be sent by email, whatever the case maybe.
#Pass phrases can be sent by chat - however they have to be broken down in two parts and sent separately over two different messengers or if you are using Gtalk then use the 'off the record' mode.
#Using SMS to send pass phrases is the best known way as of now.
#If you save the passwords on your system as a file, make sure the file is encrypted with a master password.

== NEOSYS Maintenance Window ==

The NEOSYS server is functional from 6am – 1am. There is a 5hr window gap for the system to perform updates & backups.

The 5hr maintenance window:-

1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed, the system automatically generates an email addressed to the neosys staff & the respective clients.

2. At 2:45am – The main data over writes the test data on the server.

3. At 3:00am – The server by itself performs an update for Windows.

4. At 4:00am – The server performs a backup to the headquarters for clients, and then automatically generates an email addressed to the NEOSYS staff & the respective clients. This process is followed by only two clients i.e. Adline & Farouk.

5. At 6:00am – The server starts up NEOSYS.

==Switching to a backup server==

As NEOSYS provides clients with option of backing up their data to a remote NEOSYS server in case of emergencies or server problems, it is crucial you understand the below procedure on how to switch to a backup server in the event of such a situation. Extreme care must be taken when switching over to using a backup server otherwise unnecessary data loss is very likely.

Backup servers are normally switched off and should not be started automatically otherwise there is a serious risk of the client’s staff working on two systems. It is not possible to merge two databases into one database. Before the backup server is enabled the main server must be disabled, and before the main server is re-enabled, the backup server must be disabled again. This can be managed technically without requiring any decision from senior non-technical staff.

However, there are also some potentially hard decisions about unavoidable loss of data versus continued system availability. *** Backup servers should therefore only be started with the written approval of the clients senior staff. A suitable email requesting approval follows.

The following case assumes that the main server has gone down sometime during the working day and that therefore the data on the backup server is out of date. Allowing them to use the backup server therefore implies some loss of data. They may wish to lose the data. They may wish to work on the backup server data and then try to redo the work on the main server once it is restored. There are a variety of options depending on the situation.

If the main server is still functioning AND you are reasonably sure that the database is not damaged (which is perhaps an unlikely situation if you need to use the backup server!), it may be sensible to trigger an additional “backup/sync” process to bring the backup server database up to date with the main server. Before you do this, it is advisable that you take a backup copy of the backup system on the backup server. In this case there would be no data loss in using the backup.

An additional option of providing usage of the backup server in read-only mode so that people can at least access some data is being developed. The backup server could be available continuously at any time in read-only mode. This article would then be related to switching a backup server into main operational mode.

Dear {senior staff} cc {IT staff}

Please note that we can enable the backup server if you wish.

However the data on the backup server is out of date since it is a copy of your main database as at 11/22/33 99:99.

If you wish to allow work to be done on the backup server then any data entered on your main server since the above date will be lost if we
subsequently copy the data on the backup server to the main server.

If, after using the backup server, we do NOT copy the data on the back server to the main server then any data you have entered on the backup
server/database will be lost.

Please confirm a) you want to work on HOSTS2 database and that we should therefore enable it and b) you have disconnected your main server
for the duration.

Best Regards,
xxxxxx xxxxxxx
NEOSYS Support

== Description of Backup Procedure for the NEOSYS Client Hosting Server ==

NEOSYS backup is a two phase process. It is mandatory that both phases are complete for the process to be considered a backup. 
#On the main NEOSYS server host(Schuberg Philis in Amsterdam as of Dec 2010) Every night, the NEOSYS process for selected databases stops serving users at around 1:00 AM to 5:00 AM (local time of the client's main office) and performs the following procedure: - All the database files are checked for physical corruption. - All the database files are zipped into a file who's path would be something like C:\DATA.BAK\CLIENTX\MONDAY\BACKUP.ZIP file. - The file having the same name as that of the corresponding day of the week as last week is overwritten.A "backup alert" email indicating success or failure is sent to senior managers at the client, the client’s IT manager and backups@neosys.com. - An internal log (accessible on each database's Support Menu) is maintained as a record and in case the emails cannot be sent out for some reason. - NEOSYS support staff in Dubai check the emails every morning Sunday through Thursday. - In the case of failure, NEOSYS support staff in Dubai take appropriate action and send an email (to the same people who receive the automated backup alert emails) indicating what action has been taken. - The above does not by itself constitute a proper backup because the backup is stored on the same server and physical disk as the actual data. 
#On the NEOSYS backup server host (in NEOSYS Dubai Office as of Dec 2010 but could be changed without notice to EvoSwitch in Amsterdam). - At around 02:00-02:30 AM GMT daily, NEOSYS's backup server copies (replicates) all the BACKUP.ZIP files from the main NEOSYS server host to itself. - An email indicating success or failure is sent to NEOSYS support staff (only) who deal with it in a similar way to phase 1, except that only NEOSYS management are updated.

== Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki ==

Error messages expressed as images are not searchable.

Therefore SELECT THE TEXT OF MAINTENANCE MODE WINDOWS using right click on window heading, Edit, Mark, Copy .. not graphical copy.

Then paste the text into wiki and surround with "< pre>" and "< /pre>" tags (without the space) as follows:

[[image:loginmessage.jpg]]

the result is searchable text as follows ...

<pre>
╔════════════════════════════╗
║ NEOSYS SECURITY ║
║ What is your name ? ║
║ ║
║ [ ] ║
║ ║
║ Please enter your name, ║
║ or press Esc to exit. ║
╚════════════════════════════╝
</pre>

== NEOSYS Policy about Reposting Journal Entries ==

NEOSYS does not generally allow reposting or amending of journal entries once posted.

This policy is derived from the manual book keeping practices where once a journal entry is made you cannot remove it as it is written in ink and hence a rectification entry needs to be passed.

However in certain exceptional cases, amending/reposting of journal entries is allowed for a brief period of time to enable clients to present reports in an alternative manner. This would be subject to NEOSYS would requiring a written LETTER OF APPROVAL duly signed and stamped by the highest management of the company.

Before granting such permission NEOSYS will have a conversation with the Management of the client organisation and clearly explain the repercussions of granting permission to edit/report journals, which primarily are:

# It is not common practice to do such manipulations
# It can lead to possible errors in numbers
# Staff can become complacent and careless while posting entries and frequently ask for this permission
# Restricting users from editing/reposting journal entries promotes a more healthy and vigilant working environment where users verify each journal entry before posting it which effectively leads to good accounting practices.

=== Amending/Reposting Procedure ===
In case the client management still decides to go ahead and allow editing/reposting of journal entries, the following procedure is to be followed:

# Client must de-allocate vouchers which need to be amended
# NEOSYS support staff must wait for a day so that de-allocated vouchers are copied into Test database
# Authorise required users to amend and repost (without record) '''in Test database only''' ( While reposting, we have 2 options i.e. with record and without record. The 'with record' option causes the system to maintain a history of edits made. Hence, we want to repost without record so that there is no trace of the edit in the system)
# Amend a substantial number of vouchers in Test and verify them. To verify if the edits made are reflected:
# *Print all ledgers for the whole year
# *Cross-check all balances
# Once you verify the balances are correct in Test database, grant users permission to amend and repost in the Live database.
# Ask users to amend and repost vouchers in the Live database.
# Cross-check all balances for the current year.
# If you successfully verify the balances, revoke permissions immediately. Else, wait for 24 hours and revoke permissions irrespectively.

Procedures

2012-01-23T12:34:22Z

Ashwin: /* NEOSYS Policy about Reposting Journal Entries */

Here are procedures to be followed by Support Staff in respect to various technical matters in day to day operations of client issues.

== NEOSYS Support Policies ==
In order to maintain good payment speed by clients NEOSYS needs to restrict support to clients that dont pay their bills on time, however the degree of restriction needs to depend on an intimate knowledge of the client which cannot be expected from all NEOSYS support staff. Therefore we will use a simple escalation policy as follows:

=== Stop Support List ===
NEOSYS SUPPORT MANAGERS WILL maintain an overdue/stop list on a whiteboard visible to all support staff. Generally clients will go on the list immediately when their invoice is overdue and come off only after satisfactory commitment to pay have been obtained.

NEOSYS SUPPORT STAFF WILL discretely refer any calls for support from client on the overdue/stop list to support managers for handling.

In case clients pressurize neosys staff to provide support then the support staff must inform them that there is an issue with their account and that their request had been forwarded to the manager.

This policy excludes dealing with server failures, backup failures and measures required to be taken to fix these failures.

== Client Password Policy ==
All client user passwords, including their initial one, are to be obtained via the user's email address using the password reminder/reset button on the login screen.

NEOSYS staff should never know users passwords therefore NEOSYS will not obtain and grant user passwords.

=== Support requests from ordinary client users ===
Any support requests concerning inability to obtain passwords will be forwarded to known skilled users on the client staff since this is the most efficient (not fastest) way to handle such issues.

=== Support requests from senior client management ===
Any support requests concerning inability to obtain passwords by senior client management users shall be handled directly by NEOSYS support staff in any way convenient to resolve the issue in the quickest possible time rather than the most efficient.

Bearing in mind that NEOSYS staff should never know user's passwords this will probably involve NEOSYS staff using the Password Reminder/Reset button to send a new password to the user.

=== User Defined Passwords ===
NEOSYS will provide user defined passwords in very special cases which must be pre-approved case by case by NEOSYS management. For many reasons, NEOSYS will not approve.

Currently this permission has only been granted to one NEOSYS client with several hundred of databases.

== Handling client issues ==
=== Handling error messages ===

'''Important:''' Before Attempting to resolve client issues, please ensure that we have secure access to the NEOSYS server.

#The very first step is understanding client problem.
#Ask the client what error does he gets on the screen.
#If error seems to be familiar then resolve it over the phone.
#If error is unknown then ask user to send a screenshot of the error displayed along with the options used (basically you need to know HOW to replicate the error)
#Upon receipt of the error, check in all the wikis for a solution.
#If the issue is unknown or you don’t understand it clearly ask the user then use remote support to gain access to the users desktop to view how to replicate the error.

If it is new issue then report by escalation the same issue to your manager with a brief explanation.

=== NEOSYS support for resolving issues with totals on reports ===

If a client has a problem with any total output by NEOSYS software then NEOSYS support will advise them which other NEOSYS report or reports provide a complete breakdown of the total (if necessary, to individual transactions) and ask the client to locate any offending transactions themselves.

NEOSYS support staff will handle any issues where the total on the breakdown report does not add up to the total on the summary report.

Reconciling totals can be hard if there are many transactions involved. Regardless of how hard it may be, reconciliation is an operational task for users not for support staff since NEOSYS support staff will not get involved in understanding client transactions or data.

== Using Support Tools ==

=== NEOSYS Software ===

The NEOSYS Software is currently supported on the following Operating Systems (OS) and browsers:

* For Media & Finance modules, Internet Explorer 6+ on Windows
* For Jobs & Timesheets modules, Internet Explorer 6+ on Windows or Safari 5+ on Mac

Users are to ensure that pop-up blockers and any 3rd party toolbars are deactivated/switched off or else certain pages and alert messages while using NEOSYS do not appear as a result of blocking from either the pop-up blocker or toolbars with built-in pop-up blockers.

NEOSYS Support personnel should additionally ensure that under Internet Explorer > Tools > Internet Options > Advanced > Browsing - the items Disable script debugging (Internet Explorer) and Disable script debugging (Other) are '''UNTICKED'''. This is because if NEOSYS generates any javascript error message, the same would disappear in the bottom left corner of a window, which in turn helps the programmer fix the error.

''Note-'' The above mentioned process must be carried out after every Factory Reset.

=== Website Live Support ===
www.neosys.com is equipped with a Live Support software and clients can visit the website, click on this link and chat with any of our support staff, without the need for any installation. The client has to fill in their name and email address to connect to an available support personnel. During non-working hours, the Live Support icon on the website automatically displays "offline".

NEOSYS Support personnel who are authorised to provide such support, need to download a software called Kayako Live Support from http://hotfix.kayako.com/latest.php?product=lr&platform=win32&buildtype=stable

Once downloaded the account needs to be setup as follows:

* Account Name: (as provided by NEOSYS IT)
* SupportSuite URL: http://support.neosys.com/
* User Name: (as provided by NEOSYS IT and usually same as Account Name)
* Password: (as provided by NEOSYS IT)

The first time the account is setup, you need to close Kayako Live Support completely and restart for it to login and work properly.

== Handling Nagios Client Monitoring system ==

Nagios is configured to display information pertaining to all NEOSYS client's server statuses which include multiple services such as:
# HTTPS: Most of NEOSYS clients are configured to have external web access via secure HTTP protocol (port 4430) from outside office. Nagios is configured to check port 4430 on a regular interval of 10 minutes and display any issues in accessing the same.
# SSH: As part of the support contract, NEOSYS should have external secure access to the client server usually over port 19580. Nagios is configured to check this port on a regular interval of 10 minutes and display any issues in accessing the same.
# Ping: Nagios is also configured to ping the client router as a measure to check if router responds incase the NEOSYS server is down.
# NEOSYS: This service works in a reverse direction, and the NEOSYS installation on the client server sends information such as databases running, current backup status, internal and internet IP addressess etc to Nagios on a regular interval of 10 minutes.

Some key information about Nagios is as follows:
* Nagios is also configured to display information related to internal servers.
* Clients hosted on a NEOSYS cloud server might not have services such as SSH or PING as this is monitored as part of the internal server service.
* Nagios sends out email alerts to support2@neosys.com (which is forwarded to support@neosys.com) from 8 am to 12 midnight on all Dubai working days (Sun-Thu). No alerts are sent out on Fri and Sat, unless they are for NEOSYS internal servers.

NEOSYS support staff on duty has to follow the below outlined procedures in case of any Nagios items showing a critical or warning message for any service:
# Nagios is required to be checked first thing in the morning and any critical or warning messages need to be dealth with to resolve the same at the earliest.
# Some of the messages could be related to backup failures and the usual procedure as stated in #Backup Procedures needs to be followed. In case the backup issue isn't resolved by 9:30 am, the Nagios service needs to be scheduled with downtime for a minimum of 2 hours and maximum until 1 am next day if the issue cannot be solved.
# In case any HTTPS, SSH or PING service is down, immediate action is required and the relevant IT people at the client side needs to be contacted to get this resolved. A downtime of 2 hours is required to be scheduled with further intervals of 2 hours incase this is not resolved. Support staff shouldn't schedule downtime till 1 am next day, just to get rid of the alerts for the day. Proactive follow up with the client is required to get this resolved before the business day - more so, if there is a weekend ahead.
# In case the HTTPS, SSH or PING service goes down during the day, a grace period of 20 minutes is given before the issue is reported to the client IT. This helps incase there is any temporary internet connection issue at the client or along the internet route.
# In case of "Backup not changed" warning status which occurs if the client has not interchanged the USB before 12 noon on that day, no action is required from the support staff and a downtime until 1 am next day needs to be scheduled.

**'''PLEASE NOTE''': Failure to schedule appropriate downtime will lead to REDUNDANT ALERTS from NAGIOS every hour.

== What happens if there is no remote access to NEOSYS server based in client’s premises ? ==

If access to the NEOSYS server is lost then we must determine the root cause by:

# Checking if the server is UP and running
# If yes, please check internet connectivity on the server
# If there is connectivity, please check the router for connectivity issues

'''Sample Response:'''
Please note that we have currently lost access to the NEOSYS server. The server seems to be down at the moment and it seems that neosys processes are not running on the server.
Kindly check if the server is UP and running. If yes, please check internet connectivity on the server.
Do keep us posted on the server status so we can test connectivity from our side as well.0

== New Router (Port Forwarding) ==

If you have changed your router then you may notice that external access to NEOSYS is unavailable.

'''Solution:'''

Setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server as follows:
# Port 19580 > 19580 for SSH
# Port 4430 > 4430 for HTTPS

You can click [http://portforward.com/ Set Up Port Forwarding] to learn how to configure your Router.

'''Sample Response:'''
You are requested to kindly setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server,i.e. port 19580 for SSH and port 4430 for HTTPS.

Once this is complete, kindly send me an email to confirm the same so that we could test connectivity from our end as well.

== Backup Procedures ==
=== Preparing daily backup report ===
# Note the success, failure and other error of the clients backup mail in an excel sheet and forward the same to your manager.
# If there is a backup failure or backup is not available, check wiki to take necessary steps.
# If there is any unknown error, forward the same to your manager.

=== Updating Nagios incase of failures ===
# If the backup failure is unsolved, schedule downtime Neosys service in Nagios till 01 am.
# If the backup did not happen because of server down. Call the IT person; ask him to re-boot the server and check wiki to do necessary step ahead and schedule downtime to Nagios for 2hours.
# If there is an error "Backup->Impossible" on Nagios check wiki and schedule downtime to Nagios for 2hours.

=== Interchange backup USB mail reminder ===
# Basically all the clients have different days to change their backup USB. All the notification can be seen on Nagios at 12.00 pm every day.
# When you see the change backup notification on Nagios at 12.00 pm, send a mail to the IT person or the person who changes the USB. As you send the mail schedule downtime for Neosys services for two hours.
# Check the Nagios at 2.00 pm if the backup USB is changed, don't send another mail and stop there. But if backup is still not yet changed, send a another mail and this time cc the mail to your manager. After sending the mail, schedule downtime for Neosys service for more two hours.
# Now at 4.00 pm if you still find the backup USB not changed. Call the IT person and ask him to change the USB ASAP and schedule downtime for Neosys services for one hour.
# Now at 5.00 pm check Nagios and see if the backup USB is changed and if not changed. Send the mail to everyone from the backup mail.
# If the backup is still not changed, escalate the issue to your manager.

'''Note:'''
If the USB is not interchanged on the scheduled day i.e. then The NEOSYS Automated backup will fail.
Traditionally, each USB holds backup of 7 days and using 3 different USBs we can store backups for the last 21 days enabling us to restore the system unto a time period beginning 21 days prior.
If the USB is not changed then the first backup on the current USB is replaced with the new or latest backup leading to inconsistencies within the backups. Hence we '''must''' interchange the USB on schedule to avoid a backup failure the next morning.

'''Sample Response:'''
The NEOSYS backup has failed today as the USB was not interchanged on the scheduled day.
Please interchange the USB immediately today to avoid a backup failure tomorrow morning.
Also note that your scheduled day to interchange the USB next week and hence forth remains unchanged to '''(Scheduled Day)'''.

=== Finding out which USB is inserted into the server ===
As we ask the client to have 3 USB's and interchange them weekly, we also need to sometimes track which one of these 3 USB's are inserted into the server. USB's can be tracked using their volume serial number in most cases. To find this out either go to the command prompt and type VOL or in the nightly backup message check for the 2nd line (which looks like this - 14/12/2009 2:45pm Media: 705B-5B5F). However serial numbers can be the same even for different USB's.

== Client relocating operations to a new premises ==

Ensure that the following procedure is followed by the clients IT staff prior to relocation:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# The NEOSYS server may now be shutdown and moved to the new premises

Post relocation, the clients IT staff must ensure the following immediately:

# Connect the server to the local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable NEOSYS support staff to connect to the server externally
# Provide NEOSYS support with the new fixed IP address so that the connection can be tested.

== Creating and Handling passwords ==
Passwords made out of a pass phrase should be at least 10 characters since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts.

=== Creating a password ===
Passwords are generated from a pass phrase and it is important to create a very difficult to guess pass phrase.

For example, a good pass phrase would be: '''Today is a good day and it is the best time to go for a holiday'''

The password for this would be '''Tiagdaiitbt2g4ah'''

The important instructions for the above are:
#You have to take the first letter of each word and that makes your password (i.e. by using initials)
#Wherever any word starts with a capital, then you have to take first letter as a capital (eg. For Today you will take T)
#Replace '''and''' with '''&'''
#Replace '''to''' with '''2'''
#Replace '''for''' with '''4'''

=== Handling passwords ===
#Never send the actual password - always send the pass phrase
#Make sure that the password created out of the pass phrase is at least 10 characters long since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts
#Pass phrases are never to be sent by email, whatever the case maybe.
#Pass phrases can be sent by chat - however they have to be broken down in two parts and sent separately over two different messengers or if you are using Gtalk then use the 'off the record' mode.
#Using SMS to send pass phrases is the best known way as of now.
#If you save the passwords on your system as a file, make sure the file is encrypted with a master password.

== NEOSYS Maintenance Window ==

The NEOSYS server is functional from 6am – 1am. There is a 5hr window gap for the system to perform updates & backups.

The 5hr maintenance window:-

1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed, the system automatically generates an email addressed to the neosys staff & the respective clients.

2. At 2:45am – The main data over writes the test data on the server.

3. At 3:00am – The server by itself performs an update for Windows.

4. At 4:00am – The server performs a backup to the headquarters for clients, and then automatically generates an email addressed to the NEOSYS staff & the respective clients. This process is followed by only two clients i.e. Adline & Farouk.

5. At 6:00am – The server starts up NEOSYS.

==Switching to a backup server==

As NEOSYS provides clients with option of backing up their data to a remote NEOSYS server in case of emergencies or server problems, it is crucial you understand the below procedure on how to switch to a backup server in the event of such a situation. Extreme care must be taken when switching over to using a backup server otherwise unnecessary data loss is very likely.

Backup servers are normally switched off and should not be started automatically otherwise there is a serious risk of the client’s staff working on two systems. It is not possible to merge two databases into one database. Before the backup server is enabled the main server must be disabled, and before the main server is re-enabled, the backup server must be disabled again. This can be managed technically without requiring any decision from senior non-technical staff.

However, there are also some potentially hard decisions about unavoidable loss of data versus continued system availability. *** Backup servers should therefore only be started with the written approval of the clients senior staff. A suitable email requesting approval follows.

The following case assumes that the main server has gone down sometime during the working day and that therefore the data on the backup server is out of date. Allowing them to use the backup server therefore implies some loss of data. They may wish to lose the data. They may wish to work on the backup server data and then try to redo the work on the main server once it is restored. There are a variety of options depending on the situation.

If the main server is still functioning AND you are reasonably sure that the database is not damaged (which is perhaps an unlikely situation if you need to use the backup server!), it may be sensible to trigger an additional “backup/sync” process to bring the backup server database up to date with the main server. Before you do this, it is advisable that you take a backup copy of the backup system on the backup server. In this case there would be no data loss in using the backup.

An additional option of providing usage of the backup server in read-only mode so that people can at least access some data is being developed. The backup server could be available continuously at any time in read-only mode. This article would then be related to switching a backup server into main operational mode.

Dear {senior staff} cc {IT staff}

Please note that we can enable the backup server if you wish.

However the data on the backup server is out of date since it is a copy of your main database as at 11/22/33 99:99.

If you wish to allow work to be done on the backup server then any data entered on your main server since the above date will be lost if we
subsequently copy the data on the backup server to the main server.

If, after using the backup server, we do NOT copy the data on the back server to the main server then any data you have entered on the backup
server/database will be lost.

Please confirm a) you want to work on HOSTS2 database and that we should therefore enable it and b) you have disconnected your main server
for the duration.

Best Regards,
xxxxxx xxxxxxx
NEOSYS Support

== Description of Backup Procedure for the NEOSYS Client Hosting Server ==

NEOSYS backup is a two phase process. It is mandatory that both phases are complete for the process to be considered a backup. 
#On the main NEOSYS server host(Schuberg Philis in Amsterdam as of Dec 2010) Every night, the NEOSYS process for selected databases stops serving users at around 1:00 AM to 5:00 AM (local time of the client's main office) and performs the following procedure: - All the database files are checked for physical corruption. - All the database files are zipped into a file who's path would be something like C:\DATA.BAK\CLIENTX\MONDAY\BACKUP.ZIP file. - The file having the same name as that of the corresponding day of the week as last week is overwritten.A "backup alert" email indicating success or failure is sent to senior managers at the client, the client’s IT manager and backups@neosys.com. - An internal log (accessible on each database's Support Menu) is maintained as a record and in case the emails cannot be sent out for some reason. - NEOSYS support staff in Dubai check the emails every morning Sunday through Thursday. - In the case of failure, NEOSYS support staff in Dubai take appropriate action and send an email (to the same people who receive the automated backup alert emails) indicating what action has been taken. - The above does not by itself constitute a proper backup because the backup is stored on the same server and physical disk as the actual data. 
#On the NEOSYS backup server host (in NEOSYS Dubai Office as of Dec 2010 but could be changed without notice to EvoSwitch in Amsterdam). - At around 02:00-02:30 AM GMT daily, NEOSYS's backup server copies (replicates) all the BACKUP.ZIP files from the main NEOSYS server host to itself. - An email indicating success or failure is sent to NEOSYS support staff (only) who deal with it in a similar way to phase 1, except that only NEOSYS management are updated.

== Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki ==

Error messages expressed as images are not searchable.

Therefore SELECT THE TEXT OF MAINTENANCE MODE WINDOWS using right click on window heading, Edit, Mark, Copy .. not graphical copy.

Then paste the text into wiki and surround with "< pre>" and "< /pre>" tags (without the space) as follows:

[[image:loginmessage.jpg]]

the result is searchable text as follows ...

<pre>
╔════════════════════════════╗
║ NEOSYS SECURITY ║
║ What is your name ? ║
║ ║
║ [ ] ║
║ ║
║ Please enter your name, ║
║ or press Esc to exit. ║
╚════════════════════════════╝
</pre>

== NEOSYS Policy about Reposting Journal Entries ==

NEOSYS does not generally allow reposting or amending of journal entries once posted.

This policy is derived from the manual book keeping practices where once a journal entry is made you cannot remove it as it is written in ink and hence a rectification entry needs to be passed.

However in certain exceptional cases, amending/reposting of journal entries is allowed for a brief period of time to enable clients to present reports in an alternative manner. This would be subject to NEOSYS would requiring a written LETTER OF APPROVAL duly signed and stamped by the highest management of the company.

Before granting such permission NEOSYS will have a conversation with the Management of the client organisation and clearly explain the repercussions of granting permission to edit/report journals, which primarily are:

# It is not common practice to do such manipulations
# It can lead to possible errors in numbers
# Staff can become complacent and careless while posting entries and frequently ask for this permission
# Restricting users from editing/reposting journal entries promotes a more healthy and vigilant working environment where users verify each journal entry before posting it which effectively leads to good accounting practices.

=== Amendment Procedure ===
In case the client management still decides to go ahead and allow editing/reposting of journal entries, the following procedure is to be followed:

# Client must de-allocate vouchers which need to be amended
# NEOSYS support staff must wait for a day so that de-allocated vouchers are copied into Test database
# Authorise required users to amend and repost (without record) '''in Test database only''' ( While reposting, we have 2 options i.e. with record and without record. The 'with record' option causes the system to maintain a history of edits made. Hence, we want to repost without record so that there is no trace of the edit in the system)
# Amend a substantial number of vouchers in Test and verify them. To verify if the edits made are reflected:
# *Print all ledgers for the whole year
# *Cross-check all balances
# Once you verify the balances are correct in Test database, grant users permission to amend and repost in the Live database.
# Ask users to amend and repost vouchers in the Live database.
# Cross-check all balances for the current year.
# If you successfully verify the balances, revoke permissions immediately. Else, wait for 24 hours and revoke permissions irrespectively.

Technical / Hardware requirements

2011-12-12T10:45:57Z

Ashwin: /* Software requirements */

=== Hardware requirements ===
# Entry level server dedicated to NEOSYS
# 1 GB RAM
# 80 GB HDD
# No RAID

=== Software requirements ===
# Windows 2008 Standard Edition preferred - 32 bit (not 64bit). Windows 2003 Standard Edition could be used, but not advised.
# Configured with two partitions on the hard disk (C & D)
# Configured as a workgroup and not as part of a domain
# No roles assigned for the server (eg DNS or DHCP or FILE SERVER)
# All service packs and updates applied (except no IE7 & IE8 incase of Windows 2003)
# No Anti-Virus or any other program loaded
# Copy the Windows CD or i386 folder to the C Drive
# Configured with an internal static IP (ie dynamic IP delivered by DHCP is not allowed)

=== Backup requirements ===
# 3 x 4 GB USB drives for backup
# Someone to change the USB drives on a scheduled basis (weekly or daily)

=== Router requirements ===
# Username and password for the router / or someone who can configure port forwarding / virtual server configuration for SSH on port 19580.
# Outgoing access to the internet on port 2500 OR access to send email via an internal email server.

Upgrading NEOSYS

2011-11-28T10:31:59Z

Ashwin: /* Sample Mails */

== Upgrading NEOSYS fully ==

NEOSYS can be upgraded in two ways either in the night before the daily backup or during the day.

Procedure to upgrade NEOSYS during the day.

#Email the management and staff the standard email on upgrade for agreement of time.
#Confirm the date and time and inform the staff about the update.
#During upgrade make sure all users are logged off and follow the installation procedures.
#Once the upgrade is over mail the management and staff the steps they should perform before using NEOSYS.

NEOSYS can also be upgraded with smaller patches by the programmer and this can be done at any time while the users are working

=== Sample Mails ===

==== Informing the client of the intention to upgrade ====

NEOSYS needs to be updated to its latest version.

Please confirm a suitable time to upgrade NEOSYS.The upgrade will take about half an hour to one hour.

Please note that all users should be logged off during the upgrade and there should not be any attempt
to login during that one hour.

Once the upgrade is done we shall notify you with the same and the users should reset Internet Explorer settings
before they log into the new version.

==== Confirming Date and Time ====

I will be upgrading NEOSYS to its latest version tomorrow i.e. 15th November. NEOSYS will be down without warning from 13:00 to 14:00.

If you attempt to do data entry during this period of time you will probably lose data but there will be no harm caused to the system.
You may continue using the system in read-only mode to get reports etc until it actually goes down whereupon NEOSYS will hang and
you should close its windows.

After the upgrade you need to clear your temporary internet files to ensure that you obtain the new version of the programs otherwise all
kinds of strange errors may occur due to caching creating an unpredictable mixture of old and new web pages/software.

You can find instructions on how to clear the Internet Explorer Cache at this link:
http://userwiki.neosys.com/index.php/Troubleshooting_IE#Solution

==== Email to send clients after an upgrade of patch ====

We have upgraded your version of NEOSYS.

Please follow the instructions at http://userwiki.neosys.com/index.php/Troubleshooting_IE#Solution to clear your temporary internet files
before you proceed to use NEOSYS.

This is required because your Internet Explorer may have saved old versions of the software and it is necessary to clear this to avoid any
possible errors.

=== Downloading ===

Get the latest version of NEOSYS

Download http://www.neosys.com/support/neosys2.exe in NEOSYS\downloads folder and rename it to neosys2-(DATE).exe (eg neosys2-10th November 2009.exe) - this is to keep track of the various downloads we do for the client and also allows to install a previous version if needed.

'''*** IMPORTANT: DO NOT RUN/EXECUTE THE NEOSYS EXE FILE NOW ***'''

=== Downloading previous versions of NEOSYS ===

The 9 previous versions of neosys are stored at:

http://www.neosys.com/support/neosys21.exe

http://www.neosys.com/support/neosys22.exe

http://www.neosys.com/support/neosys23.exe

http://www.neosys.com/support/neosys24.exe

http://www.neosys.com/support/neosys25.exe

http://www.neosys.com/support/neosys26.exe

http://www.neosys.com/support/neosys27.exe

http://www.neosys.com/support/neosys28.exe

http://www.neosys.com/support/neosys29.exe

=== Backing up prior to upgrading ===

THIS WHOLE BACKUP PROCEDURE IS MANDATORY

Make sure that all NEOSYS users are logged off and the processes are closed before you do any folder copying.

==== Small Installations ====

Take a normal proper backup using the NEOSYS Support Menu - for all live databases if there is more than one. 
If a USB change was made by the client's IT person prior to doing this manual backup, ensure that after the upgrade is done, the backup file for that manual backup is moved to another location (preferably in a new folder on the D drive)so that the clients backup cycle is not affected by the existence of a days backup in the USB before the cycle actually begins the following morning.

Take a copy of the whole of the D:\NEOSYS folder (or where-ever NEOSYS is installed) into another folder. You can omit the D:\NEOSYS\IMAGES and D:\NEOSYS\LOGS folders from the copy to save time.

Preferably place the copy on another disk or partition so that it is not included in any whole disk backup that might be running in parallel to NEOSYS backup.

==== Large Installations ====

Copying the whole of the D:\NEOSYS folder can take so much time as to be virtually impossible. In this case do the upgrade EARLY IN THE MORNING since all the data will have been backed up the previous night. The NEOSYS nightly backup only backs up data, so you MUST manually take copies of the following folders which contain the current version of the programs that are going to be upgraded.

#D:\NEOSYS\NEOSYS
#D:\NEOSYS\NEOSYS.NET
#D:\NEOSYS\NEOSYS.MAC or D:\NEOSYS\NEOSYS.W3C

=== Installing ===
Run / Execute the .EXE file that you downloaded into the NEOSYS\downloads folder.

Closing NEOSYS processes should happen automatically during upgrade but you can also do it manually as follows:

[[Closing NEOSYS services]]

The installation procedure first creates a GLOBAL.END file in the NEOSYS programs folder causing all serving processes to terminate. Maintenance processes must be terminated manually.

Next, the installation procedure attempts to update the WAITING.EXE file and, if the processes haven’t terminated quickly enough, this will fail asking for retry or abort. Retry immediately or once all the processes have terminated.

The last step of the installation procedure is to delete the GLOBAL.END file to allow processes to start normally.

=== Post installation steps ===

New versions of the software sometimes perform quick or long database conversions.

Starting NEOSYS in maintenance mode immediately after upgrading leaves you more in control if anything goes wrong.

It not necessary to use the maintenance mode to start-up once after upgrading and before starting an automatic neosys process.

=== Troubleshooting ===

If you choose to abort the installation for any reason then the GLOBAL.END file will have to be deleted manually since its presence prevents any processes from starting up.

== Upgrading NEOSYS with patch files ==

Patch files can be used to update a very recent installation of neosys without doing a full install and without getting people out of NEOSYS.

If in doubt do a full install.

#Copy the file which is probably something like ADAGENCY.1 or ACCOUNTS.1 to the neosys\neosys folder
#F5
#INSTALL ADAGENCY
#Follow instructions

Upgrading NEOSYS

2011-11-28T07:55:20Z

Ashwin: /* Upgrading NEOSYS fully */

== Upgrading NEOSYS fully ==

NEOSYS can be upgraded in two ways either in the night before the daily backup or during the day.

Procedure to upgrade NEOSYS during the day.

#Email the management and staff the standard email on upgrade for agreement of time.
#Confirm the date and time and inform the staff about the update.
#During upgrade make sure all users are logged off and follow the installation procedures.
#Once the upgrade is over mail the management and staff the steps they should perform before using NEOSYS.

NEOSYS can also be upgraded with smaller patches by the programmer and this can be done at any time while the users are working

=== Sample Mails ===

==== Informing the client of the intention to upgrade ====

Hi All,

NEOSYS needs to be updated to its latest version.

Please confirm a suitable time to upgrade NEOSYS.The upgrade will take about half an hour to one hour.

Please note that all users should be logged off during the upgrade and there should not be any attempt
to login during that one hour.

Once the upgrade is done we shall notify you with the same and the users should reset Internet Explorer settings
before they log into the new version.

==== Confirming Date and Time ====

Hi All,
I will be upgrading NEOSYS to its latest version tomorrow i.e. 15th November. NEOSYS will be down without warning from 13:00 to 14:00.
If you attempt to do data entry during this period of time you will probably lose data but there will be no harm caused to the system.
You may continue using the system in read-only mode to get reports etc until it actually goes down whereupon NEOSYS will hang and
you should close its windows.

After the upgrade you need to clear your temporary internet files to ensure that you obtain the new version of the programs otherwise all
kinds of strange errors may occur due to caching creating an unpredictable mixture of old and new web pages/software.

You can find instructions on how to clear the Internet Explorer Cache at this link:
http://userwiki.neosys.com/index.php/Troubleshooting_IE#Solution

=== Downloading ===

Get the latest version of NEOSYS

Download http://www.neosys.com/support/neosys2.exe in NEOSYS\downloads folder and rename it to neosys2-(DATE).exe (eg neosys2-10th November 2009.exe) - this is to keep track of the various downloads we do for the client and also allows to install a previous version if needed.

'''*** IMPORTANT: DO NOT RUN/EXECUTE THE NEOSYS EXE FILE NOW ***'''

=== Downloading previous versions of NEOSYS ===

The 9 previous versions of neosys are stored at:

http://www.neosys.com/support/neosys21.exe

http://www.neosys.com/support/neosys22.exe

http://www.neosys.com/support/neosys23.exe

http://www.neosys.com/support/neosys24.exe

http://www.neosys.com/support/neosys25.exe

http://www.neosys.com/support/neosys26.exe

http://www.neosys.com/support/neosys27.exe

http://www.neosys.com/support/neosys28.exe

http://www.neosys.com/support/neosys29.exe

=== Backing up prior to upgrading ===

THIS WHOLE BACKUP PROCEDURE IS MANDATORY

Make sure that all NEOSYS users are logged off and the processes are closed before you do any folder copying.

==== Small Installations ====

Take a normal proper backup using the NEOSYS Support Menu - for all live databases if there is more than one. 
If a USB change was made by the client's IT person prior to doing this manual backup, ensure that after the upgrade is done, the backup file for that manual backup is moved to another location (preferably in a new folder on the D drive)so that the clients backup cycle is not affected by the existence of a days backup in the USB before the cycle actually begins the following morning.

Take a copy of the whole of the D:\NEOSYS folder (or where-ever NEOSYS is installed) into another folder. You can omit the D:\NEOSYS\IMAGES and D:\NEOSYS\LOGS folders from the copy to save time.

Preferably place the copy on another disk or partition so that it is not included in any whole disk backup that might be running in parallel to NEOSYS backup.

==== Large Installations ====

Copying the whole of the D:\NEOSYS folder can take so much time as to be virtually impossible. In this case do the upgrade EARLY IN THE MORNING since all the data will have been backed up the previous night. The NEOSYS nightly backup only backs up data, so you MUST manually take copies of the following folders which contain the current version of the programs that are going to be upgraded.

#D:\NEOSYS\NEOSYS
#D:\NEOSYS\NEOSYS.NET
#D:\NEOSYS\NEOSYS.MAC or D:\NEOSYS\NEOSYS.W3C

=== Installing ===
Run / Execute the .EXE file that you downloaded into the NEOSYS\downloads folder.

Closing NEOSYS processes should happen automatically during upgrade but you can also do it manually as follows:

[[Closing NEOSYS services]]

The installation procedure first creates a GLOBAL.END file in the NEOSYS programs folder causing all serving processes to terminate. Maintenance processes must be terminated manually.

Next, the installation procedure attempts to update the WAITING.EXE file and, if the processes haven’t terminated quickly enough, this will fail asking for retry or abort. Retry immediately or once all the processes have terminated.

The last step of the installation procedure is to delete the GLOBAL.END file to allow processes to start normally.

=== Post installation steps ===

New versions of the software sometimes perform quick or long database conversions.

Starting NEOSYS in maintenance mode immediately after upgrading leaves you more in control if anything goes wrong.

It not necessary to use the maintenance mode to start-up once after upgrading and before starting an automatic neosys process.

=== Troubleshooting ===

If you choose to abort the installation for any reason then the GLOBAL.END file will have to be deleted manually since its presence prevents any processes from starting up.

== Upgrading NEOSYS with patch files ==

Patch files can be used to update a very recent installation of neosys without doing a full install and without getting people out of NEOSYS.

If in doubt do a full install.

#Copy the file which is probably something like ADAGENCY.1 or ACCOUNTS.1 to the neosys\neosys folder
#F5
#INSTALL ADAGENCY
#Follow instructions

Setting up HTTPS

2011-11-16T06:42:36Z

Ashwin: /* Creating multiple HTTPS web sites */

== Creating a single HTTPS web site on Windows 2008 ==

Install selfssl.exe from Microsoft site (iis60rkt.exe available in neosys nl1 download folder) only the ssl utility is needed.

http://www.microsoft.com/downloads/details.aspx?FamilyID=56fc92ee-a71a-4c73-b628-ade629c89499&displaylang=en

However please note that the command is different from the usual one:

[[image:sslwin2008-1.jpg]]

C:\Program Files\IIS Resources\SelfSSL>selfssl.exe /N:CN=NEOSYS-SERVER /K:1024 /V:9999
Microsoft (R) SelfSSL Version 1.0
Copyright (C) 2003 Microsoft Corporation. All rights reserved.

Do you want to replace the SSL settings for site 1 (Y/N)?y
Error opening metabase: 0x80040154
C:\Program Files\IIS Resources\SelfSSL>

Ignore the error.

Next go to the IIS Manager and make sure the certificate was created and stored. Note that creating a certificate does not make it automatically bind to the website.

[[image:sslwin2008-2.jpg]]

Once you make sure it is created, then click on Sites > Default Website and in the right pane select Bindings:

[[image:sslwin2008-3.jpg]]

In the Bindings section - click on Add and select https, All Unassigned IP addresses, port 4430 and select the certificate from the drop down and press click on OK:

[[image:sslwin2008-4.jpg]]

Then test the site from explorer to make sure it works.

== Creating a single HTTPS web site on Windows 2003 ==

Install selfssl.exe from Microsoft site (iis60rkt.exe available in neosys nl1 download folder) only the ssl utility is needed.

http://www.microsoft.com/downloads/details.aspx?FamilyID=56fc92ee-a71a-4c73-b628-ade629c89499&displaylang=en

then

[[Image:SelfSSL.png]]

C:\Program Files\IIS Resources\SelfSSL>selfssl /v:9999 /s:'''''866651215''''' /p:4430 /n:CN='''''hostname'''''
Microsoft (R) SelfSSL Version 1.0
Copyright (C) 2003 Microsoft Corporation. All rights reserved.
Do you want to replace the SSL settings for site 866651215 (Y/N)?y
The self signed certificate was successfully assigned to site 866651215.

/v:9999 means valid for 9999 days
/s:'''''866651215''''' is the site number in this case (site number is shown in IIS management screen)
/p:4430 is the non-standard port number neosys uses by convention for ssl/https instead of the standard 443
/n:CN='''''hostname''''' indicates the full domain name of the site and depends on what you want to use (eg. clientname.hosts.neosys.com if the site is hosted on nl1/nl1b or clientname.support.neosys.com (if fixed IP) / clientname.redirectme.net (if dynamic IP) IF the site is hosted on the client server.

You probably made a mistake in the site number if you get the following message.

Error opening site metabase key: 0x80070003

== Creating a single HTTPS web site on nl1/nl1b ==

=== Creating a site in IIS ===

Each client hosted on nl1/nl1b uses the same IP address, but unique https port numbers starting from 4431 onwards. Similarly tcp/https also needs to be configured with unique port numbers starting from 8123 onwards. An updated list of the port numbers in use is updated in the GDocs file "nl1/nl1b port numbers".

==== Creating a site in IIS in Windows 2003 (nl1) ====

The https options are only available after running selfssl (see below).

[[Image:httpadvancedwebsitesetup.png]]

==== Creating a site in IIS in Windows 2008 (nl1b) ====

Follow the procedures as explained in "Creating a single HTTPS web site on Windows 2008"

=== Testing access to the new https web site. ===

Make a subdomain '''clientname'''.hosts.neosys.com

https://'''clientname'''.hosts.neosys.com:4430/neosys

If you get certificate error:

#check that the selfsll /n:CN='''clientname'''.hosts.neosys.com matches the domain name used in IE
#install the certificate into the client computer (double click the padlock, view certificates etc)

closing all internet explorer versions and restarting is necessary for installed certificates to become effective.

== Creating multiple HTTPS web sites ==

=== Bugs ===

SelfSSL allows only one website to have SSL at a time in Windows 2003. However to avoid any issues in the future the solutions below have been provided for both Windows 2003 and 2008.

IIS Diagnostics Toolkit which has fixed SelfSSL but doesnt allow full control
http://www.microsoft.com/windowsserver2003/iis/diagnostictools/default.mspx

=== Solution for Windows 2003 ===

Use selfssl as follows:

"Wizard" in the following means IIS, Web Sites, (website), properties, directory security, server certificate, next, Renew/Remove/Export/Import

Certificates must be saved in d:\hosts\certificates preferably by name for easy reference otherwise by site number. If this is not done then if certificates need to be regenerated then you have the pain of supporting re-import of certificates by all users. In some cases this isn't easy e.g. Vista.

#delete any existing certificate
#create certificate for a site in SELFSSL following the normal procedure
#export the certificate to a pfx file (Wizard) USE PASSWORD FOUND IN CERTIFICATES FOLDER
#remove the certificate (Wizard)
#import pfx certificate back (Wizard) USE PASSWORD FOUND IN CERTIFICATES FOLDER

Continue adding sites this way and they should work perfectly fine. Just follow the sequence here for each site being added.

NOTE: The EXPORT/REMOVE/IMPORT stage is necessary where there are multiple https sites on one server since any subsequent SELFCERT seems to destroy all other sites done with SELFCERT that have not been exported/REMOVED/imported.

=== Re-installing Certificates ===

Sometimes due to an unknown issue, site/s stop working and hence there is a need to re-install the site certificate.

==== Re-installing Certificates from saved PFX files ====

Just do the first and last steps of the normal installation procedure.

#delete the existing certificate (IIS->Site->directory security->server certificate wizard)
#import pfx certificate (IIS->Site->directory security->server certificate wizard)

==== Re-installing Certificates from selfssl ====

Repeat the usual installation method above without missing the delete stage

If users have installed certificates in their browsers then they will have to reinstall them again to avoid the usual "certificate not trusted/matching" type problems.

=== Solution for Windows 2008 ===

The solution involves generating the certificate and thereafter saving it. Certificates must be saved in d:\hosts\certificates preferably by name for easy reference otherwise by site number. If this is not done then if certificates need to be regenerated then you have the pain of supporting re-import of certificates by all users.

#Create certificate for a site in SELFSSL following the normal procedure of Windows 2008
#Export the certificate to a pfx file from IIS Manager > Click on Certificate > Export (use the location stated above - password to be set will be in a txt file in the same folder)
#Remove the certificate from IIS Manager
#Import pfx certificate back from IIS Manager (USE PASSWORD FOUND IN CERTIFICATES FOLDER)

Note: Importing and Exporting certificates in Windows 2008 is just one part of the step to add certificates to sites and you need to follow the usual instructions to "bind" the certificate to a particular site.

=== Re-installing Certificates ===

Sometimes due to an unknown issue, site/s stop working and hence there is a need to re-install the site certificate.

==== Re-installing Certificates from saved PFX files ====

#Unbind the certificate from the site
#Remove the certificate from IIS Manager
#Import pfx certificate back from IIS Manager (USE PASSWORD FOUND IN CERTIFICATES FOLDER)
#Rebind the certificate

Setting up HTTPS

2011-11-16T06:31:41Z

Ashwin:

== Creating a single HTTPS web site on Windows 2008 ==

Install selfssl.exe from Microsoft site (iis60rkt.exe available in neosys nl1 download folder) only the ssl utility is needed.

http://www.microsoft.com/downloads/details.aspx?FamilyID=56fc92ee-a71a-4c73-b628-ade629c89499&displaylang=en

However please note that the command is different from the usual one:

[[image:sslwin2008-1.jpg]]

C:\Program Files\IIS Resources\SelfSSL>selfssl.exe /N:CN=NEOSYS-SERVER /K:1024 /V:9999
Microsoft (R) SelfSSL Version 1.0
Copyright (C) 2003 Microsoft Corporation. All rights reserved.

Do you want to replace the SSL settings for site 1 (Y/N)?y
Error opening metabase: 0x80040154
C:\Program Files\IIS Resources\SelfSSL>

Ignore the error.

Next go to the IIS Manager and make sure the certificate was created and stored. Note that creating a certificate does not make it automatically bind to the website.

[[image:sslwin2008-2.jpg]]

Once you make sure it is created, then click on Sites > Default Website and in the right pane select Bindings:

[[image:sslwin2008-3.jpg]]

In the Bindings section - click on Add and select https, All Unassigned IP addresses, port 4430 and select the certificate from the drop down and press click on OK:

[[image:sslwin2008-4.jpg]]

Then test the site from explorer to make sure it works.

== Creating a single HTTPS web site on Windows 2003 ==

Install selfssl.exe from Microsoft site (iis60rkt.exe available in neosys nl1 download folder) only the ssl utility is needed.

http://www.microsoft.com/downloads/details.aspx?FamilyID=56fc92ee-a71a-4c73-b628-ade629c89499&displaylang=en

then

[[Image:SelfSSL.png]]

C:\Program Files\IIS Resources\SelfSSL>selfssl /v:9999 /s:'''''866651215''''' /p:4430 /n:CN='''''hostname'''''
Microsoft (R) SelfSSL Version 1.0
Copyright (C) 2003 Microsoft Corporation. All rights reserved.
Do you want to replace the SSL settings for site 866651215 (Y/N)?y
The self signed certificate was successfully assigned to site 866651215.

/v:9999 means valid for 9999 days
/s:'''''866651215''''' is the site number in this case (site number is shown in IIS management screen)
/p:4430 is the non-standard port number neosys uses by convention for ssl/https instead of the standard 443
/n:CN='''''hostname''''' indicates the full domain name of the site and depends on what you want to use (eg. clientname.hosts.neosys.com if the site is hosted on nl1/nl1b or clientname.support.neosys.com (if fixed IP) / clientname.redirectme.net (if dynamic IP) IF the site is hosted on the client server.

You probably made a mistake in the site number if you get the following message.

Error opening site metabase key: 0x80070003

== Creating a single HTTPS web site on nl1/nl1b ==

=== Creating a site in IIS ===

Each client hosted on nl1/nl1b uses the same IP address, but unique https port numbers starting from 4431 onwards. Similarly tcp/https also needs to be configured with unique port numbers starting from 8123 onwards. An updated list of the port numbers in use is updated in the GDocs file "nl1/nl1b port numbers".

==== Creating a site in IIS in Windows 2003 (nl1) ====

The https options are only available after running selfssl (see below).

[[Image:httpadvancedwebsitesetup.png]]

==== Creating a site in IIS in Windows 2008 (nl1b) ====

Follow the procedures as explained in "Creating a single HTTPS web site on Windows 2008"

=== Testing access to the new https web site. ===

Make a subdomain '''clientname'''.hosts.neosys.com

https://'''clientname'''.hosts.neosys.com:4430/neosys

If you get certificate error:

#check that the selfsll /n:CN='''clientname'''.hosts.neosys.com matches the domain name used in IE
#install the certificate into the client computer (double click the padlock, view certificates etc)

closing all internet explorer versions and restarting is necessary for installed certificates to become effective.

== Creating multiple HTTPS web sites ==

=== Bugs ===

SelfSSL allows only one website to have SSL at a time

IIS Diagnostics Toolkit which has fixed SelfSSL but doesnt allow full control
http://www.microsoft.com/windowsserver2003/iis/diagnostictools/default.mspx

=== Solution ===

Use selfssl as follows:

"Wizard" in the following means IIS, Web Sites, (website), properties, directory security, server certificate, next, Renew/Remove/Export/Import

Certificates must be saved in d:\hosts\certificates preferably by name for easy reference otherwise by site number. If this is not done then if certificates need to be regenerated then you have the pain of supporting re-import of certificates by all users. In some cases this isn't easy e.g. Vista.

#delete any existing certificate
#create certificate for a site in SELFSSL following the normal procedure
#export the certificate to a pfx file (Wizard) USE PASSWORD FOUND IN CERTIFICATES FOLDER
#remove the certificate (Wizard)
#import pfx certificate back (Wizard) USE PASSWORD FOUND IN CERTIFICATES FOLDER

Continue adding sites this way and they should work perfectly fine. Just follow the sequence here for each site being added.

NOTE: The EXPORT/REMOVE/IMPORT stage is necessary where there are multiple https sites on one server since any subsequent SELFCERT seems to destroy all other sites done with SELFCERT that have not been exported/REMOVED/imported.

=== Re-installing Certificates ===

Sometimes due to an unknown issue, site/s stop working and hence there is a need to re-install the site certificate.

==== Re-installing Certificates from saved PFX files ====

Just do the first and last steps of the normal installation procedure.

#delete the existing certificate (IIS->Site->directory security->server certificate wizard)
#import pfx certificate (IIS->Site->directory security->server certificate wizard)

==== Re-installing Certificates from selfssl ====

Repeat the usual installation method above without missing the delete stage

If users have installed certificates in their browsers then they will have to reinstall them again to avoid the usual "certificate not trusted/matching" type problems.

Setting up HTTPS

2011-11-16T06:28:25Z

Ashwin: /* Creating a single HTTPS web site on nl1 */

File:Httpadvancedwebsitesetup.png

2011-11-16T06:22:38Z

Ashwin:

Procedures

2011-11-02T05:54:59Z

Ashwin: /* NEOSYS Support Policies */

Here are procedures to be followed by Support Staff in respect to various technical matters in day to day operations of client issues.

== NEOSYS Support Policies ==
In order to maintain good payment speed by clients NEOSYS needs to restrict support to clients that dont pay their bills on time, however the degree of restriction needs to depend on an intimate knowledge of the client which cannot be expected from all NEOSYS support staff. Therefore we will use a simple escalation policy as follows:

NEOSYS SUPPORT MANAGERS WILL maintain an overdue/stop list on a whiteboard visible to all support staff. Generally clients will go on the list when their invoice is seven days overdue and come off only after satisfactory commitment to pay have been obtained.

NEOSYS SUPPORT STAFF WILL discretely refer any calls for support from client on the overdue/stop list to support managers for handling.

This policy excludes dealing with backup failures and measures required to be taken to fix these failures.

== Client Password Policy ==
All client user passwords, including their initial one, are to be obtained via the user's email address using the password reminder/reset button on the login screen.

NEOSYS staff should never know users passwords therefore NEOSYS will not obtain and grant user passwords.

=== Support requests from ordinary client users ===
Any support requests concerning inability to obtain passwords will be forwarded to known skilled users on the client staff since this is the most efficient (not fastest) way to handle such issues.

=== Support requests from senior client management ===
Any support requests concerning inability to obtain passwords by senior client management users shall be handled directly by NEOSYS support staff in any way convenient to resolve the issue in the quickest possible time rather than the most efficient.

Bearing in mind that NEOSYS staff should never know user's passwords this will probably involve NEOSYS staff using the Password Reminder/Reset button to send a new password to the user.

=== User Defined Passwords ===
NEOSYS will provide user defined passwords in very special cases which must be pre-approved case by case by NEOSYS management. For many reasons, NEOSYS will not approve.

Currently this permission has only been granted to one NEOSYS client with several hundred of databases.

== Handling client issues ==
=== Handling error messages ===
#The very first step is understanding client problem.
#Ask the client what error does he gets on the screen.
#If error seems to be familiar then resolve it over the phone.
#If error is unknown then ask user to send a screenshot of the error displayed along with the options used (basically you need to know HOW to replicate the error)
#Upon receipt of the error, check in all the wikis for a solution.
#If the issue is unknown or you don’t understand it clearly ask the user then use remote support to gain access to the users desktop to view how to replicate the error.

If it is new issue then report by escalation the same issue to your manager with a brief explanation.

=== Handling problems with report totals ===
Questions with regards to report totals should not be escalated to the programmers without following this procedure. If the total can be be broken down into items (as they nearly always can be in NEOSYS) then only a problem where the items dont add up to a total should be escalated, since that would be a system error.

== Using Support Tools ==

=== NEOSYS Software ===

The NEOSYS Software is currently supported on the following Operating Systems (OS) and browsers:

* For Media & Finance modules, Internet Explorer 6+ on Windows
* For Jobs & Timesheets modules, Internet Explorer 6+ on Windows or Safari 5+ on Mac

Users are to ensure that pop-up blockers and any 3rd party toolbars are deactivated/switched off or else certain pages and alert messages while using NEOSYS do not appear as a result of blocking from either the pop-up blocker or toolbars with built-in pop-up blockers.

NEOSYS Support personnel should additionally ensure that under Internet Explorer > Tools > Internet Options > Advanced > Browsing - the items Disable script debugging (Internet Explorer) and Disable script debugging (Other) are UNTICKED. This is because if NEOSYS generates any javascript error message, the same would disappear in the bottom left corner of a window, which in turn helps the programmer fix the error.

=== Website Live Support ===

www.neosys.com is equipped with a Live Support software and clients can visit the website, click on this link and chat with any of our support staff, without the need for any installation. The client has to fill in their name and email address to connect to an available support personnel. During non-working hours, the Live Support icon on the website automatically displays "offline".

NEOSYS Support personnel who are authorised to provide such support, need to download a software called Kayako Live Support from http://hotfix.kayako.com/latest.php?product=lr&platform=win32&buildtype=stable

Once downloaded the account needs to be setup as follows:

* Account Name: (as provided by NEOSYS IT)
* SupportSuite URL: http://support.neosys.com/
* User Name: (as provided by NEOSYS IT and usually same as Account Name)
* Password: (as provided by NEOSYS IT)

The first time the account is setup, you need to close Kayako Live Support completely and restart for it to login and work properly.

== Handling Nagios Client Monitoring system ==

Nagios is configured to display information pertaining to all NEOSYS client's server statuses which include multiple services such as:
# HTTPS: Most of NEOSYS clients are configured to have external web access via secure HTTP protocol (port 4430) from outside office. Nagios is configured to check port 4430 on a regular interval of 10 minutes and display any issues in accessing the same.
# SSH: As part of the support contract, NEOSYS should have external secure access to the client server usually over port 19580. Nagios is configured to check this port on a regular interval of 10 minutes and display any issues in accessing the same.
# Ping: Nagios is also configured to ping the client router as a measure to check if router responds incase the NEOSYS server is down.
# NEOSYS: This service works in a reverse direction, and the NEOSYS installation on the client server sends information such as databases running, current backup status, internal and internet IP addressess etc to Nagios on a regular interval of 10 minutes.

Some key information about Nagios is as follows:
* Nagios is also configured to display information related to internal servers.
* Clients hosted on a NEOSYS cloud server might not have services such as SSH or PING as this is monitored as part of the internal server service.
* Nagios sends out email alerts to support2@neosys.com (which is forwarded to support@neosys.com) from 8 am to 12 midnight on all Dubai working days (Sun-Thu). No alerts are sent out on Fri and Sat, unless they are for NEOSYS internal servers.

NEOSYS support staff on duty has to follow the below outlined procedures in case of any Nagios items showing a critical or warning message for any service:
# Nagios is required to be checked first thing in the morning and any critical or warning messages need to be dealth with to resolve the same at the earliest.
# Some of the messages could be related to backup failures and the usual procedure as stated in #Backup Procedures needs to be followed. In case the backup issue isn't resolved by 9:30 am, the Nagios service needs to be scheduled with downtime for a minimum of 2 hours and maximum until 1 am next day if the issue cannot be solved.
# In case any HTTPS, SSH or PING service is down, immediate action is required and the relevant IT people at the client side needs to be contacted to get this resolved. A downtime of 2 hours is required to be scheduled with further intervals of 2 hours incase this is not resolved. Support staff shouldn't schedule downtime till 1 am next day, just to get rid of the alerts for the day. Proactive follow up with the client is required to get this resolved before the business day - more so, if there is a weekend ahead.
# In case the HTTPS, SSH or PING service goes down during the day, a grace period of 20 minutes is given before the issue is reported to the client IT. This helps incase there is any temporary internet connection issue at the client or along the internet route.
# In case of "Backup not changed" warning status which occurs if the client has not interchanged the USB before 12 noon on that day, no action is required from the support staff and a downtime until 1 am next day needs to be scheduled.

**'''PLEASE NOTE''': Failure to schedule appropriate downtime will lead to REDUNDANT ALERTS from NAGIOS every hour.

== What happens if there is no remote access to NEOSYS server based in client’s premises ? ==

If access to the NEOSYS server is lost then we must determine the root cause by:

# Checking if the server is UP and running
# If yes, please check internet connectivity on the server
# If there is connectivity, please check the router for connectivity issues

'''Sample Response:'''
Please note that we have currently lost access to the NEOSYS server. The server seems to be down at the moment and it seems that neosys processes are not running on the server.
Kindly check if the server is UP and running. If yes, please check internet connectivity on the server.
Do keep us posted on the server status so we can test connectivity from our side as well.0

== New Router (Port Forwarding) ==

If you have changed your router then you may notice that external access to NEOSYS is unavailable.

'''Solution:'''

Setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server as follows:
# Port 19580 > 19580 for SSH
# Port 4430 > 4430 for HTTPS

You can click [http://portforward.com/ Set Up Port Forwarding] to learn how to configure your Router.

'''Sample Response:'''
You are requested to kindly setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server,i.e. port 19580 for SSH and port 4430 for HTTPS.

Once this is complete, kindly send me an email to confirm the same so that we could test connectivity from our end as well.

== Backup Procedures ==
=== Preparing daily backup report ===
# Note the success, failure and other error of the clients backup mail in an excel sheet and forward the same to your manager.
# If there is a backup failure or backup is not available, check wiki to take necessary steps.
# If there is any unknown error, forward the same to your manager.

=== Updating Nagios incase of failures ===
# If the backup failure is unsolved, schedule downtime Neosys service in Nagios till 01 am.
# If the backup did not happen because of server down. Call the IT person; ask him to re-boot the server and check wiki to do necessary step ahead and schedule downtime to Nagios for 2hours.
# If there is an error "Backup->Impossible" on Nagios check wiki and schedule downtime to Nagios for 2hours.

=== Interchange backup USB mail reminder ===
# Basically all the clients have different days to change their backup USB. All the notification can be seen on Nagios at 12.00 pm every day.
# When you see the change backup notification on Nagios at 12.00 pm, send a mail to the IT person or the person who changes the USB. As you send the mail schedule downtime for Neosys services for two hours.
# Check the Nagios at 2.00 pm if the backup USB is changed, don't send another mail and stop there. But if backup is still not yet changed, send a another mail and this time cc the mail to your manager. After sending the mail, schedule downtime for Neosys service for more two hours.
# Now at 4.00 pm if you still find the backup USB not changed. Call the IT person and ask him to change the USB ASAP and schedule downtime for Neosys services for one hour.
# Now at 5.00 pm check Nagios and see if the backup USB is changed and if not changed. Send the mail to everyone from the backup mail.
# If the backup is still not changed, escalate the issue to your manager.

'''Note:'''
If the USB is not interchanged on the scheduled day i.e. then The NEOSYS Automated backup will fail.
Traditionally, each USB holds backup of 7 days and using 3 different USBs we can store backups for the last 21 days enabling us to restore the system unto a time period beginning 21 days prior.
If the USB is not changed then the first backup on the current USB is replaced with the new or latest backup leading to inconsistencies within the backups. Hence we '''must''' interchange the USB on schedule to avoid a backup failure the next morning.

'''Sample Response:'''
The NEOSYS backup has failed today as the USB was not interchanged on the scheduled day.
Please interchange the USB immediately today to avoid a backup failure tomorrow morning.
Also note that your scheduled day to interchange the USB next week and hence forth remains unchanged to '''(Scheduled Day)'''.

=== Finding out which USB is inserted into the server ===
As we ask the client to have 3 USB's and interchange them weekly, we also need to sometimes track which one of these 3 USB's are inserted into the server. USB's can be tracked using their volume serial number in most cases. To find this out either go to the command prompt and type VOL or in the nightly backup message check for the 2nd line (which looks like this - 14/12/2009 2:45pm Media: 705B-5B5F). However serial numbers can be the same even for different USB's.

== Client relocating operations to a new premises ==

Ensure that the following procedure is followed by the clients IT staff prior to relocation:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# The NEOSYS server may now be shutdown and moved to the new premises

Post relocation, the clients IT staff must ensure the following immediately:

# Connect the server to the local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable NEOSYS support staff to connect to the server externally
# Provide NEOSYS support with the new fixed IP address so that the connection can be tested.

== Creating and Handling passwords ==
Passwords made out of a pass phrase should be at least 10 characters since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts.

=== Creating a password ===
Passwords are generated from a pass phrase and it is important to create a very difficult to guess pass phrase.

For example, a good pass phrase would be: '''Today is a good day and it is the best time to go for a holiday'''

The password for this would be '''Tiagdaiitbt2g4ah'''

The important instructions for the above are:
#You have to take the first letter of each word and that makes your password (i.e. by using initials)
#Wherever any word starts with a capital, then you have to take first letter as a capital (eg. For Today you will take T)
#Replace '''and''' with '''&'''
#Replace '''to''' with '''2'''
#Replace '''for''' with '''4'''

=== Handling passwords ===
#Never send the actual password - always send the pass phrase
#Make sure that the password created out of the pass phrase is at least 10 characters long since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts
#Pass phrases are never to be sent by email, whatever the case maybe.
#Pass phrases can be sent by chat - however they have to be broken down in two parts and sent separately over two different messengers or if you are using Gtalk then use the 'off the record' mode.
#Using SMS to send pass phrases is the best known way as of now.
#If you save the passwords on your system as a file, make sure the file is encrypted with a master password.

== NEOSYS Maintenance Window ==

The NEOSYS server is functional from 6am – 1am. There is a 5hr window gap for the system to perform updates & backups.

The 5hr maintenance window:-

1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed, the system automatically generates an email addressed to the neosys staff & the respective clients.

2. At 2:45am – The main data over writes the test data on the server.

3. At 3:00am – The server by itself performs an update for Windows.

4. At 4:00am – The server performs a backup to the headquarters for clients, and then automatically generates an email addressed to the NEOSYS staff & the respective clients. This process is followed by only two clients i.e. Adline & Farouk.

5. At 6:00am – The server starts up NEOSYS.

==Switching to a backup server==

As NEOSYS provides clients with option of backing up their data to a remote NEOSYS server in case of emergencies or server problems, it is crucial you understand the below procedure on how to switch to a backup server in the event of such a situation. Extreme care must be taken when switching over to using a backup server otherwise unnecessary data loss is very likely.

Backup servers are normally switched off and should not be started automatically otherwise there is a serious risk of the client’s staff working on two systems. It is not possible to merge two databases into one database. Before the backup server is enabled the main server must be disabled, and before the main server is re-enabled, the backup server must be disabled again. This can be managed technically without requiring any decision from senior non-technical staff.

However, there are also some potentially hard decisions about unavoidable loss of data versus continued system availability. *** Backup servers should therefore only be started with the written approval of the clients senior staff. A suitable email requesting approval follows.

The following case assumes that the main server has gone down sometime during the working day and that therefore the data on the backup server is out of date. Allowing them to use the backup server therefore implies some loss of data. They may wish to lose the data. They may wish to work on the backup server data and then try to redo the work on the main server once it is restored. There are a variety of options depending on the situation.

If the main server is still functioning AND you are reasonably sure that the database is not damaged (which is perhaps an unlikely situation if you need to use the backup server!), it may be sensible to trigger an additional “backup/sync” process to bring the backup server database up to date with the main server. Before you do this, it is advisable that you take a backup copy of the backup system on the backup server. In this case there would be no data loss in using the backup.

An additional option of providing usage of the backup server in read-only mode so that people can at least access some data is being developed. The backup server could be available continuously at any time in read-only mode. This article would then be related to switching a backup server into main operational mode.

Dear {senior staff} cc {IT staff}

Please note that we can enable the backup server if you wish.

However the data on the backup server is out of date since it is a copy of your main database as at 11/22/33 99:99.

If you wish to allow work to be done on the backup server then any data entered on your main server since the above date will be lost if we
subsequently copy the data on the backup server to the main server.

If, after using the backup server, we do NOT copy the data on the back server to the main server then any data you have entered on the backup
server/database will be lost.

Please confirm a) you want to work on HOSTS2 database and that we should therefore enable it and b) you have disconnected your main server
for the duration.

Best Regards,
xxxxxx xxxxxxx
NEOSYS Support

== Description of Backup Procedure for the NEOSYS Client Hosting Server ==

NEOSYS backup is a two phase process. It is mandatory that both phases are complete for the process to be considered a backup. 
#On the main NEOSYS server host(Schuberg Philis in Amsterdam as of Dec 2010) Every night, the NEOSYS process for selected databases stops serving users at around 1:00 AM to 5:00 AM (local time of the client's main office) and performs the following procedure: - All the database files are checked for physical corruption. - All the database files are zipped into a file who's path would be something like C:\DATA.BAK\CLIENTX\MONDAY\BACKUP.ZIP file. - The file having the same name as that of the corresponding day of the week as last week is overwritten.A "backup alert" email indicating success or failure is sent to senior managers at the client, the client’s IT manager and backups@neosys.com. - An internal log (accessible on each database's Support Menu) is maintained as a record and in case the emails cannot be sent out for some reason. - NEOSYS support staff in Dubai check the emails every morning Sunday through Thursday. - In the case of failure, NEOSYS support staff in Dubai take appropriate action and send an email (to the same people who receive the automated backup alert emails) indicating what action has been taken. - The above does not by itself constitute a proper backup because the backup is stored on the same server and physical disk as the actual data. 
#On the NEOSYS backup server host (in NEOSYS Dubai Office as of Dec 2010 but could be changed without notice to EvoSwitch in Amsterdam). - At around 02:00-02:30 AM GMT daily, NEOSYS's backup server copies (replicates) all the BACKUP.ZIP files from the main NEOSYS server host to itself. - An email indicating success or failure is sent to NEOSYS support staff (only) who deal with it in a similar way to phase 1, except that only NEOSYS management are updated.

== Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki ==

Error messages expressed as images are not searchable.

Therefore SELECT THE TEXT OF MAINTENANCE MODE WINDOWS using right click on window heading, Edit, Mark, Copy .. not graphical copy.

Then paste the text into wiki and surround with "< pre>" and "< /pre>" tags (without the space) as follows:

[[image:loginmessage.jpg]]

the result is searchable text as follows ...

<pre>
╔════════════════════════════╗
║ NEOSYS SECURITY ║
║ What is your name ? ║
║ ║
║ [ ] ║
║ ║
║ Please enter your name, ║
║ or press Esc to exit. ║
╚════════════════════════════╝
</pre>

Procedures

2011-11-01T11:34:53Z

Ashwin:

Here are procedures to be followed by Support Staff in respect to various technical matters in day to day operations of client issues.

== NEOSYS Support Policies ==
In order to maintain good payment speed by clients NEOSYS needs to restrict support to clients that dont pay their bills on time, however the degree of restriction needs to depend on an intimate knowledge of the client which cannot be expected from all NEOSYS support staff. Therefore we will use a simple escalation policy as follows:

NEOSYS SUPPORT MANAGERS WILL maintain an overdue/stop list on a whiteboard visible to all support staff. Generally clients will go on the list when their invoice is seven days overdue and come off only after satisfactory commitment to pay have been obtained.

NEOSYS SUPPORT STAFF WILL discretely refer any calls for support from client on the overdue/stop list to support managers for handling.

This policy excludes:
# Contacting the client to change the USB disk on the scheduled day, in case they haven't done so by 12 pm
# Contacting the client or if the client contacts support staff regarding backup failures and to take measures to fix these failures

== Client Password Policy ==
All client user passwords, including their initial one, are to be obtained via the user's email address using the password reminder/reset button on the login screen.

NEOSYS staff should never know users passwords therefore NEOSYS will not obtain and grant user passwords.

=== Support requests from ordinary client users ===
Any support requests concerning inability to obtain passwords will be forwarded to known skilled users on the client staff since this is the most efficient (not fastest) way to handle such issues.

=== Support requests from senior client management ===
Any support requests concerning inability to obtain passwords by senior client management users shall be handled directly by NEOSYS support staff in any way convenient to resolve the issue in the quickest possible time rather than the most efficient.

Bearing in mind that NEOSYS staff should never know user's passwords this will probably involve NEOSYS staff using the Password Reminder/Reset button to send a new password to the user.

=== User Defined Passwords ===
NEOSYS will provide user defined passwords in very special cases which must be pre-approved case by case by NEOSYS management. For many reasons, NEOSYS will not approve.

Currently this permission has only been granted to one NEOSYS client with several hundred of databases.

== Handling client issues ==
=== Handling error messages ===
#The very first step is understanding client problem.
#Ask the client what error does he gets on the screen.
#If error seems to be familiar then resolve it over the phone.
#If error is unknown then ask user to send a screenshot of the error displayed along with the options used (basically you need to know HOW to replicate the error)
#Upon receipt of the error, check in all the wikis for a solution.
#If the issue is unknown or you don’t understand it clearly ask the user then use remote support to gain access to the users desktop to view how to replicate the error.

If it is new issue then report by escalation the same issue to your manager with a brief explanation.

=== Handling problems with report totals ===
Questions with regards to report totals should not be escalated to the programmers without following this procedure. If the total can be be broken down into items (as they nearly always can be in NEOSYS) then only a problem where the items dont add up to a total should be escalated, since that would be a system error.

== Using Support Tools ==

=== NEOSYS Software ===

The NEOSYS Software is currently supported on the following Operating Systems (OS) and browsers:

* For Media & Finance modules, Internet Explorer 6+ on Windows
* For Jobs & Timesheets modules, Internet Explorer 6+ on Windows or Safari 5+ on Mac

Users are to ensure that pop-up blockers and any 3rd party toolbars are deactivated/switched off or else certain pages and alert messages while using NEOSYS do not appear as a result of blocking from either the pop-up blocker or toolbars with built-in pop-up blockers.

NEOSYS Support personnel should additionally ensure that under Internet Explorer > Tools > Internet Options > Advanced > Browsing - the items Disable script debugging (Internet Explorer) and Disable script debugging (Other) are UNTICKED. This is because if NEOSYS generates any javascript error message, the same would disappear in the bottom left corner of a window, which in turn helps the programmer fix the error.

=== Website Live Support ===

www.neosys.com is equipped with a Live Support software and clients can visit the website, click on this link and chat with any of our support staff, without the need for any installation. The client has to fill in their name and email address to connect to an available support personnel. During non-working hours, the Live Support icon on the website automatically displays "offline".

NEOSYS Support personnel who are authorised to provide such support, need to download a software called Kayako Live Support from http://hotfix.kayako.com/latest.php?product=lr&platform=win32&buildtype=stable

Once downloaded the account needs to be setup as follows:

* Account Name: (as provided by NEOSYS IT)
* SupportSuite URL: http://support.neosys.com/
* User Name: (as provided by NEOSYS IT and usually same as Account Name)
* Password: (as provided by NEOSYS IT)

The first time the account is setup, you need to close Kayako Live Support completely and restart for it to login and work properly.

== Handling Nagios Client Monitoring system ==

Nagios is configured to display information pertaining to all NEOSYS client's server statuses which include multiple services such as:
# HTTPS: Most of NEOSYS clients are configured to have external web access via secure HTTP protocol (port 4430) from outside office. Nagios is configured to check port 4430 on a regular interval of 10 minutes and display any issues in accessing the same.
# SSH: As part of the support contract, NEOSYS should have external secure access to the client server usually over port 19580. Nagios is configured to check this port on a regular interval of 10 minutes and display any issues in accessing the same.
# Ping: Nagios is also configured to ping the client router as a measure to check if router responds incase the NEOSYS server is down.
# NEOSYS: This service works in a reverse direction, and the NEOSYS installation on the client server sends information such as databases running, current backup status, internal and internet IP addressess etc to Nagios on a regular interval of 10 minutes.

Some key information about Nagios is as follows:
* Nagios is also configured to display information related to internal servers.
* Clients hosted on a NEOSYS cloud server might not have services such as SSH or PING as this is monitored as part of the internal server service.
* Nagios sends out email alerts to support2@neosys.com (which is forwarded to support@neosys.com) from 8 am to 12 midnight on all Dubai working days (Sun-Thu). No alerts are sent out on Fri and Sat, unless they are for NEOSYS internal servers.

NEOSYS support staff on duty has to follow the below outlined procedures in case of any Nagios items showing a critical or warning message for any service:
# Nagios is required to be checked first thing in the morning and any critical or warning messages need to be dealth with to resolve the same at the earliest.
# Some of the messages could be related to backup failures and the usual procedure as stated in #Backup Procedures needs to be followed. In case the backup issue isn't resolved by 9:30 am, the Nagios service needs to be scheduled with downtime for a minimum of 2 hours and maximum until 1 am next day if the issue cannot be solved.
# In case any HTTPS, SSH or PING service is down, immediate action is required and the relevant IT people at the client side needs to be contacted to get this resolved. A downtime of 2 hours is required to be scheduled with further intervals of 2 hours incase this is not resolved. Support staff shouldn't schedule downtime till 1 am next day, just to get rid of the alerts for the day. Proactive follow up with the client is required to get this resolved before the business day - more so, if there is a weekend ahead.
# In case the HTTPS, SSH or PING service goes down during the day, a grace period of 20 minutes is given before the issue is reported to the client IT. This helps incase there is any temporary internet connection issue at the client or along the internet route.
# In case of "Backup not changed" warning status which occurs if the client has not interchanged the USB before 12 noon on that day, no action is required from the support staff and a downtime until 1 am next day needs to be scheduled.

**'''PLEASE NOTE''': Failure to schedule appropriate downtime will lead to REDUNDANT ALERTS from NAGIOS every hour.

== What happens if there is no remote access to NEOSYS server based in client’s premises ? ==

If access to the NEOSYS server is lost then we must determine the root cause by:

# Checking if the server is UP and running
# If yes, please check internet connectivity on the server
# If there is connectivity, please check the router for connectivity issues

'''Sample Response:'''
Please note that we have currently lost access to the NEOSYS server. The server seems to be down at the moment and it seems that neosys processes are not running on the server.
Kindly check if the server is UP and running. If yes, please check internet connectivity on the server.
Do keep us posted on the server status so we can test connectivity from our side as well.0

== New Router (Port Forwarding) ==

If you have changed your router then you may notice that external access to NEOSYS is unavailable.

'''Solution:'''

Setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server as follows:
# Port 19580 > 19580 for SSH
# Port 4430 > 4430 for HTTPS

You can click [http://portforward.com/ Set Up Port Forwarding] to learn how to configure your Router.

'''Sample Response:'''
You are requested to kindly setup a permanent access for NEOSYS by reconfiguring the Router / Firewall for Port Forwarding from Router to the NEOSYS Server,i.e. port 19580 for SSH and port 4430 for HTTPS.

Once this is complete, kindly send me an email to confirm the same so that we could test connectivity from our end as well.

== Backup Procedures ==
=== Preparing daily backup report ===
# Note the success, failure and other error of the clients backup mail in an excel sheet and forward the same to your manager.
# If there is a backup failure or backup is not available, check wiki to take necessary steps.
# If there is any unknown error, forward the same to your manager.

=== Updating Nagios incase of failures ===
# If the backup failure is unsolved, schedule downtime Neosys service in Nagios till 01 am.
# If the backup did not happen because of server down. Call the IT person; ask him to re-boot the server and check wiki to do necessary step ahead and schedule downtime to Nagios for 2hours.
# If there is an error "Backup->Impossible" on Nagios check wiki and schedule downtime to Nagios for 2hours.

=== Interchange backup USB mail reminder ===
# Basically all the clients have different days to change their backup USB. All the notification can be seen on Nagios at 12.00 pm every day.
# When you see the change backup notification on Nagios at 12.00 pm, send a mail to the IT person or the person who changes the USB. As you send the mail schedule downtime for Neosys services for two hours.
# Check the Nagios at 2.00 pm if the backup USB is changed, don't send another mail and stop there. But if backup is still not yet changed, send a another mail and this time cc the mail to your manager. After sending the mail, schedule downtime for Neosys service for more two hours.
# Now at 4.00 pm if you still find the backup USB not changed. Call the IT person and ask him to change the USB ASAP and schedule downtime for Neosys services for one hour.
# Now at 5.00 pm check Nagios and see if the backup USB is changed and if not changed. Send the mail to everyone from the backup mail.
# If the backup is still not changed, escalate the issue to your manager.

'''Note:'''
If the USB is not interchanged on the scheduled day i.e. then The NEOSYS Automated backup will fail.
Traditionally, each USB holds backup of 7 days and using 3 different USBs we can store backups for the last 21 days enabling us to restore the system unto a time period beginning 21 days prior.
If the USB is not changed then the first backup on the current USB is replaced with the new or latest backup leading to inconsistencies within the backups. Hence we '''must''' interchange the USB on schedule to avoid a backup failure the next morning.

'''Sample Response:'''
The NEOSYS backup has failed today as the USB was not interchanged on the scheduled day.
Please interchange the USB immediately today to avoid a backup failure tomorrow morning.
Also note that your scheduled day to interchange the USB next week and hence forth remains unchanged to '''(Scheduled Day)'''.

=== Finding out which USB is inserted into the server ===
As we ask the client to have 3 USB's and interchange them weekly, we also need to sometimes track which one of these 3 USB's are inserted into the server. USB's can be tracked using their volume serial number in most cases. To find this out either go to the command prompt and type VOL or in the nightly backup message check for the 2nd line (which looks like this - 14/12/2009 2:45pm Media: 705B-5B5F). However serial numbers can be the same even for different USB's.

== Client relocating operations to a new premises ==

Ensure that the following procedure is followed by the clients IT staff prior to relocation:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# The NEOSYS server may now be shutdown and moved to the new premises

Post relocation, the clients IT staff must ensure the following immediately:

# Connect the server to the local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable NEOSYS support staff to connect to the server externally
# Provide NEOSYS support with the new fixed IP address so that the connection can be tested.

== Creating and Handling passwords ==
Passwords made out of a pass phrase should be at least 10 characters since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts.

=== Creating a password ===
Passwords are generated from a pass phrase and it is important to create a very difficult to guess pass phrase.

For example, a good pass phrase would be: '''Today is a good day and it is the best time to go for a holiday'''

The password for this would be '''Tiagdaiitbt2g4ah'''

The important instructions for the above are:
#You have to take the first letter of each word and that makes your password (i.e. by using initials)
#Wherever any word starts with a capital, then you have to take first letter as a capital (eg. For Today you will take T)
#Replace '''and''' with '''&'''
#Replace '''to''' with '''2'''
#Replace '''for''' with '''4'''

=== Handling passwords ===
#Never send the actual password - always send the pass phrase
#Make sure that the password created out of the pass phrase is at least 10 characters long since using initials results in a lot of i's and a's etc which reduces the effectiveness of the password and allows hacking via brute force guessing especially since windows doesnt slow down logins even if it sees thousands of password attempts
#Pass phrases are never to be sent by email, whatever the case maybe.
#Pass phrases can be sent by chat - however they have to be broken down in two parts and sent separately over two different messengers or if you are using Gtalk then use the 'off the record' mode.
#Using SMS to send pass phrases is the best known way as of now.
#If you save the passwords on your system as a file, make sure the file is encrypted with a master password.

== NEOSYS Maintenance Window ==

The NEOSYS server is functional from 6am – 1am. There is a 5hr window gap for the system to perform updates & backups.

The 5hr maintenance window:-

1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed, the system automatically generates an email addressed to the neosys staff & the respective clients.

2. At 2:45am – The main data over writes the test data on the server.

3. At 3:00am – The server by itself performs an update for Windows.

4. At 4:00am – The server performs a backup to the headquarters for clients, and then automatically generates an email addressed to the NEOSYS staff & the respective clients. This process is followed by only two clients i.e. Adline & Farouk.

5. At 6:00am – The server starts up NEOSYS.

==Switching to a backup server==

As NEOSYS provides clients with option of backing up their data to a remote NEOSYS server in case of emergencies or server problems, it is crucial you understand the below procedure on how to switch to a backup server in the event of such a situation. Extreme care must be taken when switching over to using a backup server otherwise unnecessary data loss is very likely.

Backup servers are normally switched off and should not be started automatically otherwise there is a serious risk of the client’s staff working on two systems. It is not possible to merge two databases into one database. Before the backup server is enabled the main server must be disabled, and before the main server is re-enabled, the backup server must be disabled again. This can be managed technically without requiring any decision from senior non-technical staff.

However, there are also some potentially hard decisions about unavoidable loss of data versus continued system availability. *** Backup servers should therefore only be started with the written approval of the clients senior staff. A suitable email requesting approval follows.

The following case assumes that the main server has gone down sometime during the working day and that therefore the data on the backup server is out of date. Allowing them to use the backup server therefore implies some loss of data. They may wish to lose the data. They may wish to work on the backup server data and then try to redo the work on the main server once it is restored. There are a variety of options depending on the situation.

If the main server is still functioning AND you are reasonably sure that the database is not damaged (which is perhaps an unlikely situation if you need to use the backup server!), it may be sensible to trigger an additional “backup/sync” process to bring the backup server database up to date with the main server. Before you do this, it is advisable that you take a backup copy of the backup system on the backup server. In this case there would be no data loss in using the backup.

An additional option of providing usage of the backup server in read-only mode so that people can at least access some data is being developed. The backup server could be available continuously at any time in read-only mode. This article would then be related to switching a backup server into main operational mode.

Dear {senior staff} cc {IT staff}

Please note that we can enable the backup server if you wish.

However the data on the backup server is out of date since it is a copy of your main database as at 11/22/33 99:99.

If you wish to allow work to be done on the backup server then any data entered on your main server since the above date will be lost if we
subsequently copy the data on the backup server to the main server.

If, after using the backup server, we do NOT copy the data on the back server to the main server then any data you have entered on the backup
server/database will be lost.

Please confirm a) you want to work on HOSTS2 database and that we should therefore enable it and b) you have disconnected your main server
for the duration.

Best Regards,
xxxxxx xxxxxxx
NEOSYS Support

== Description of Backup Procedure for the NEOSYS Client Hosting Server ==

NEOSYS backup is a two phase process. It is mandatory that both phases are complete for the process to be considered a backup. 
#On the main NEOSYS server host(Schuberg Philis in Amsterdam as of Dec 2010) Every night, the NEOSYS process for selected databases stops serving users at around 1:00 AM to 5:00 AM (local time of the client's main office) and performs the following procedure: - All the database files are checked for physical corruption. - All the database files are zipped into a file who's path would be something like C:\DATA.BAK\CLIENTX\MONDAY\BACKUP.ZIP file. - The file having the same name as that of the corresponding day of the week as last week is overwritten.A "backup alert" email indicating success or failure is sent to senior managers at the client, the client’s IT manager and backups@neosys.com. - An internal log (accessible on each database's Support Menu) is maintained as a record and in case the emails cannot be sent out for some reason. - NEOSYS support staff in Dubai check the emails every morning Sunday through Thursday. - In the case of failure, NEOSYS support staff in Dubai take appropriate action and send an email (to the same people who receive the automated backup alert emails) indicating what action has been taken. - The above does not by itself constitute a proper backup because the backup is stored on the same server and physical disk as the actual data. 
#On the NEOSYS backup server host (in NEOSYS Dubai Office as of Dec 2010 but could be changed without notice to EvoSwitch in Amsterdam). - At around 02:00-02:30 AM GMT daily, NEOSYS's backup server copies (replicates) all the BACKUP.ZIP files from the main NEOSYS server host to itself. - An email indicating success or failure is sent to NEOSYS support staff (only) who deal with it in a similar way to phase 1, except that only NEOSYS management are updated.

== Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki ==

Error messages expressed as images are not searchable.

Therefore SELECT THE TEXT OF MAINTENANCE MODE WINDOWS using right click on window heading, Edit, Mark, Copy .. not graphical copy.

Then paste the text into wiki and surround with "< pre>" and "< /pre>" tags (without the space) as follows:

[[image:loginmessage.jpg]]

the result is searchable text as follows ...

<pre>
╔════════════════════════════╗
║ NEOSYS SECURITY ║
║ What is your name ? ║
║ ║
║ [ ] ║
║ ║
║ Please enter your name, ║
║ or press Esc to exit. ║
╚════════════════════════════╝
</pre>

Troubleshooting NEOSYS Generally

2011-10-31T07:54:49Z

Ashwin: /* NEOSYS not updating Nagios */

== Solving failure to start a NEOSYS server due to disk failure message ==

=== Problem ===
During a reboot process (which maybe due to a Windows update or even done by a support personnel) the NEOSYS server gets hung on the startup and shows a message "Boot Failure - Abort, Retry".

=== Temporary solution ===
This typically happens due to the USB being plugged into the server and the boot sequence being wrong - i.e. the server trying to boot from the USB first and fails. The immediate solution would be to unplug the USB and ask the client to reboot the server again and upon successfully rebooting the system, plug the USB back again.

=== Permanent solution ===
The above problem will occur every time the computer is rebooted, so you need to immediately talk to the IT Administrator of the client and ask them to rectify the boot sequence to make it boot first from the CD ROM, then the HDD and last the USB.

== Solving "Read error in the operating system file" ==

=== Problem ===

Nagios reports a hung process and on the server a process has the following message popup.

Read error in the operating system file "..\DATA\PT0833\ACCOUNTS\REV20049
The file does not exist or the filename is
not valid for the operating system.

[[Image:readerrorintheoperatingsystemfile.png]]

=== Cause ===

Some non-NEOSYS program is directly accessing the NEOSYS database files while NEOSYS processes are running and using the files as well.

*Client IT staff using a backup program to perform backup without ensuring that NEOSYS processes are shutdown.
*A NEOSYS rsync process taking longer than expected due to new USB.

=== Solution ===

Kill the NEOSYS process eg with the X button. It is advisable NOT to let it run further while it cannot properly access one of its files.

=== Prevention ===

Remove the third party program or arrange for it to operate only while NEOSYS processes are shutdown eg from 3am-6am.

== Troubleshooting the "Database not available" error message ==

=== Problem explained ===

This error appears when you try to login to NEOSYS after you enter your username and password and click the Login button.

[[image:database_unavailable.jpg]]

Error message :

Cannot login because :
Error : The (database code) database is not available right now.

=== Solution explained ===

# Determine if the processes are running. If they are running and you still get the same message that means that the proccesses have hung. Close them by hitting the X button on the window.
# If the processes are not visible, it is possible that they are running in the background and have hung for some reason. Check the windows task manager to see if any ‘ntvdm’ process is running. If so, use the End Process method to force close it.
# If there is no trace of any process running, that means the process probably did not start at the scheduled time. Refer to the 'Hung Process Reports' to verify this claim.
# If the process had not hung, then the server might have restarted due to a power failure or a windows update and the administrator user had not logged in post the scheduled startup time of 6AM. To determine this cause, investigate in the Windows Event Viewer Log file.
# You can now start up the process by clicking on the respective desktop icons.
# Also check if the backup took place successfully or not. If not take a manual backup.

== Handling damaged files ==

[[Handling damaged files]]

== Checking for corrupt database files ==

Login to NEOSYS Maintenance

Press F5

CHK.FILES

or

CHK.FILES filename

== Assessing Database Size per File ==

In NEOSYS maintenance mode

LIST FILES BY BY-DSND SIZE VOLUME.NAME SIZE

This will include all files not just those in the actual dataset in DATA\* folders.

== Resolving slow speed ==

[[Benchmarking NEOSYS]]

== Handling failure and warning on nightly backup alerts ==

[[Handling failure and warning messages on nightly backup alerts]]

== Resolving permissions errors while logging in ==

=== Problem ===

While logging in, you get the following error message:
[[Image:login_error_message.jpg]]

=== Solution ===

Add the internet guest account to the security list of the data folder with the default permission of list/read/write

Make sure the read&execute permission is removed
[[Image:permissions_on_data.jpg]]

== Resolving the 'HTTP Error 500.0 - Internal Server Error' while logging in on IE on a Windows Vista system ==

=== Problem ===
After configuring IIS on Windows Vista you will get this error message while trying to login into NEOSYS from Internet Explorer:

HTTP Error 500.0 - Internal Server Error
Description: This application is running in an application pool that uses the Integrated .NET
mode. This is the preferred mode for running ASP.NET applications on the current and future
version of IIS.

In this mode, the application using client impersonation configured with <identity
impersonate="true" /> may not behave correctly. Client impersonation is not available in early
ASP.NET request processing stages and may lead modules in those stages to execute with process
identity instead.

=== Solution ===

You can move the application to an application pool that uses the Classic .NET mode by using the following from a command line window (the window must be running as Administrator)

%systemroot%\system32\inetsrv\APPCMD.EXE set app "Default Web Site/neosys" /applicationPool:"Classic .NET AppPool"

Alternatively, you can use any other application pool on your system that is running in the Classic .NET mode. You can also use the IIS Administration tool to move this application to another application pool.

== Resolving the 'Class Not Registered' error message while logging in ==

=== Problem ===
While logging into NEOSYS, you will get a popup window giving an error message saying 'Class Not Registered - Server Error'. Typically, you will encounter this error with XP Pro IIS 5.1. As usual, there's way to solve it, however the root cause of this is still unknown.

Anyway, you will get the proper message in the event log:

Event Type: Warning
Event Source: W3SVC
Event Category: None
Event ID: 36
Description: The server failed to load application '/LM/W3SVC/1/ROOT/NEOSYS.
The error was 'Class not registered'.

=== Solution ===
So, what do you do ? This problem is related to Component Services, and when you open Component Services MMC, you will most probably get Error Code 8004E00F COM + was unable to talk to Microsoft Distributed Transaction Coordinator. So, fix the COM+ services first by using the following KB from Microsoft (PRB: Cannot Expand "My Computer" in Component Services MMC Snap-In http://support.microsoft.com/?id=301919):

To resolve this problem, reinstall Component Services as follows: WARNING:
# Open registry editor, locate HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3, and then delete this key.
# From the Start menu, point to Settings, click Control Panel, and then click Add/Remove Programs.
# Click Add/Remove Windows Components.
# Proceed through the wizard, and accept all of the defaults (including IIS)
# Restart the computer.

If the above didn't solve it, and you still receive the 'Class not registered' error message, then you need to recreate the IIS packages in COM+, try

# Delete IIS related package in Component Services MMC
# IIS In-Process Applications
# IIS Out-of-Process Pooled Applications
# IIS Utilities

Next, if you still get the message, try following before re-install IIS if you can't find Distributed Transaction Coordinator in your Services console.

Launch command prompt and run the following command.
# msdtc -install
# net start msdtc

Then try re-install IIS.

This should solve the problem

== Enabling File Security option on Win XP Professional ==

=== Problem ===

In the Properties of any folders, the Security option does not show, hence you cannot modify the Read, Write options.

=== Solution ===

The solution would be to untick the 'Simple File Sharing' option from Tools > Folder Options > View:
[[Image:simplefilesharingoff.jpg]]

== B10 & B12 Errors ==

These errors are in the software and should be immediately escalated to the programmer.

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.

These are the only B errors that NEOSYS cant always permanently prevent by fixing the software.

== Internet Explorer Menu, View, Text Size doesnt change font size as expected ==

Cause: This is because the font size is now user definable in NEOSYS and View, Text Size does not override predefined font sizes.

Solution: If you are using Internet Explorer 7 you can scale the screen (including the font size using ctrl + and ctrl - keyboard shortcuts or the font size button on the bottom right hand side of the window.

You can adjust the font size on the User Details form when you login although this permanently applies to all forms not just the one that you are on.

== Error on process window "Not enough string space - Out of Memory" ==

=== Message ===

‘RTP27’ Line 1. [B29] Not enough string space – Out of Memory.

Not enough memory to execute Debugger; current program aborted.
Press any key to continue

[[Image:out_of_memory.jpg]]

=== Cause ===
Unknown perhaps related to some large document or report

=== Solution ===
Ask users for any hanging transactions.
None other than closing and starting another process

== Uploaded jpg files fail to display in internet explorer ==

Some large jpg files > 2Mb cannot be viewed in internet explorer despite being viewable in image preview, ms paint and other viewers/editors. It is not an issue caused by uploading or downloading the files.

These file appear to have been created on Photoshop CS Macintosh and may be a special type of uncompressed jpg used for production quality files.

=== Partial solution ===
Before uploading the files, open them in some editor like MS Paint (right click, edit) and save them. However this results in a loss of quality. Perhaps there is some program that can convert these files to a format understandable by Internet explorer without any loss of quality.

== "You have attempted to write to a read-only file" ==

=== Message ===

Error while writing data.
You have attempted to write to a read-only file.
- or -
access to the file has been denied by the operating system.
(operating system file name: "..\DATA\ADLINEC\ADAGENCY\REV76467.OV00012618")

=== Cause ===

It is almost certainly due to some third party backup or other maintenance software opening the NEOSYS database files when it shouldn't e.g. badly configured third party backup scheduled to backup NEOSYS while NEOSYS is still running. Note that the exact filename varies each time.

=== Solution ===

This can be a serious error that causes damaged files in NEOSYS especially if the filename ends in .OV. Use the usual methods of checking for damaged files e.g. do a backup which also looks for damaged files BUT DO NOT OVERWRITE THE LATEST BACKUP SINCE IT MAY BE REQUIRED for restoration. Then fix the damaged files using the usual methods e.g. by rebuilding/using
FIXFILE or restoring databases.

=== Prevention ===

Remove the third party backup or other maintenance software or reschedule it to run at a time that NEOSYS is shutdown. Removal of software may require hunting through the windows process list for unexpected programs running.

== Resolving "Cannot backup/restore because PROCESS1 PROCESS2 (etc) is/are online" message ==

This can happen for a variety of reasons if all the NEOSYS processes fail to close down at backup time

# NEOSYS maintenance windows are left open.
# NEOSYS processes hang due to software error.

== How to kill hung NEOSYS processes ==

NOTE WELL: If you kill actively working NEOSYS processes (those which are "listening" and not hung/crashed) there is a reasonable chance that the database will be damaged and might need a restore losing possibly large amounts of work.

==== If NEOSYS processes are visible on the server desktop ====

Look for processes which don't have "Listening ..." on the last but one line. The times on the left hand side are frozen as at the time of the hang.

You can then click the X to kill the process and confirm that this is OK.

Example of a NEOSYS process that has hung due to a software error resulting in a failure to handle a complex query with a lot of brand codes.

[[Image:hungprocess.jpg]]

==== If NEOSYS processes are not visible on the server desktop ====

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on computer restart and no one has logged into the server. In this case it would be running in the background. Secondly in the case of Windows 2008, the processes always are hidden.

You can check if there are any hung processes from the NEOSYS Support Menu, List of Database Processes.
[[Image:databaseprocesseslist.jpg]]

In this case you should follow the below instructions - however all of them need to be done within 30 seconds of starting the first instruction to avoid inconvenience to the users. It is recommend that you keep relevant windows open before proceeding with the same:

#Shutdown NEOSYS by TEMPORARILY putting a file called GLOBAL.END in the parent directory of NEOSYS (if there is already a GLOBAL.END.TEMP file then rename it to GLOBAL.END). Leaving the file there would prevent NEOSYS from starting up again. Shutting down NEOSYS from the Support menu will not work because of the hung processes.
#Use Windows Task Manager to kill all the NTVDM processes - assuming that you have closed all the visible NEOSYS processes, then the NTVDM processes in the task manager would be the hung one.
#Delete GLOBAL.END or rename it to GLOBAL.END.TEMP
#Restart the processes back again. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

=== Temporary workarounds for hung NEOSYS processes ===
Until the error in the software is fixed users can often get their results by simplifying their requirements. For example select individual clients instead of selecting all the brands for a particular client. If the user has repeated his request (in forlorn hope that it would work finally) then the number of NEOSYS working NEOSYS processes will drop causing severe slowdown for other users and complete stop if all the NEOSYS processes hang.

== How to fix a NEOSYS process which opens up in a notepad instead of Microsoft Windows Based Script Host (i.e. DOS window)==

The NEOSYS process (cmd file) might open up in a notepad, instead of the usual black colour DOS window. This can be fixed by the following:

# Download and install the Windows Script 5.6/5.7 from the Microsoft Website
# Go to any folder, click on Tools > Folder Options > File Types and find the .JS and .JSE and change the default program to wscript.exe (from windows>system32)

== Resolving a 'Could not start' error on Scheduled Tasks in Windows Server 2000 SP4 ==

This error occurs because of a change that is made to the data that is stored in the credentials database when you install Windows 2000 SP4. Hence installing SP4 causes the the data that is stored in the credentials database to get converted to an SP4-compatible format. A registry key is configured to indicate that the data has been converted to the SP4 format.

Hence the Scheduled Tasks do not work sometimes. However the Scheduled Tasks works fine sometimes, but when you uninstall SP4, it does not work.

The best solution is to:

# Incase Scheduled Tasks do not work after installing SP4, then uninstall SP4 and it should be fine.
# Incase Scheduled Tasks works after installing SP4, and later after uninstalling SP4, it does not work, then install SP4 and it should be fine.

== Checking for server or NEOSYS crashes ==

#NEOSYS Maintenance Mode
#General Menu, Setup, Processes
#Select the dates and the option Detailed

This report shows a list of dates and times that NEOSYS logged in but did not log out properly.

Ignore the very latest entries since they represent the current NEOSYS processes. For example, if you have four NEOSYS processes running at the time that you get the report (including any in maintenance mode) then you can ignore the last four entries.

The date and time shows for each process that has failed to shutdown correctly when the process logged in. Versions of NEOSYS from January 2008 will also show the date and time that each crashed NEOSYS process was last active (heartbeat) so that the time of failure can be known.

If you see a bunch of NEOSYS processes all started up at around the same time but all failed to shutdown correctly then the cause will be a server failure - usually power failure.

Isolated one-off failures will be related to individual NEOSYS process crashes - most commonly caused by one of the following:

#NEOSYS hanging to due to software failure
#Manually exiting a NEOSYS process on the server either by pressing Ctrl+Alt+Del or clicking the "X" close icon/box and ignoring the warning
#Random server failures eg memory, disk etc

Example:

LOGIN 22/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:53 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 13:51 NEOSYS SERVER NEOSYS Current user session

Interpretation:

The first four entries indicate that all four NEOSYS processes started at 06am were suddenly killed probably by power failure

The next four entries indicate that NEOSYS was restarted at around 08:52 and all these processes were AGAIN killed probably by power failure

The last four entries can be ignored because there were four NEOSYS processes running at the time that the report was generated

== Searching for word/number in the database files using maintenance mode ==

You can search for any word/number in the database files of NEOSYS, using the following command line:

F5
FIND FILENAME WORDWITHOUTANYSPACES

For eg:
FIND CURRENCIES 1.1
(here you are searching for the number 1.1 in the currencies file) You CANNOT search for a phrase ie include spaces like this.

Or you can also type:
FIND FILENAME <enter>
and it will ask you what you want do to search. You can enter an exact phrase with spaces.

Incase you do not know the filenames, you can enter the following command to see all the filenames in the system:

F5
LF

== NO LOCK RECORD error when working on NEOSYS ==

=== Error Message ===

The following error message appears:

Cannot save "DOCUMENT NAME" because:
Somebody has updated this record.
Your update cannot be applied.
This session id does not agree "NO LOCK PERIOD"

=== Possible Causes and Solutions ===

1. There is some other error in NEOSYS software while saving the record.
Probably another error message would come before this one and that message should be sent to NEOSYS in order to solve the actual problem.

2. There has been a temporary loss of connection to the server for some period of time.
The NEOSYS web page needs to periodically "refresh" the exclusive lock on the document being edited. If NEOSYS cannot perform the refresh it may lose the rights to save the document.

Loss of connection could be for a huge variety of reasons including server, network, and workstation failures.

3. Bad Internet Explorer Configuration
Loss of cookies etc due to third party software (internet toolbars/spyware etc)

Reset Internet Explorer to factory settings.

== Troubleshooting the NTVDM Hard error when opening up NEOSYS processes ==

=== Error Message ===

The following error message appears:

[[Image:ntvdm.jpg]]

NTVDM encountered a hard error

=== Solution ===

This error is caused by missing or corrupt Windows system files (i.e. command.com, autoexec.nt and config.nt). The solution is to run a program called XP FIX which will reinstall these missing files. You can download it form http://www.visualtour.com/downloads/xp_fix.exe

Sometimes even after running the XP FIX program the error still appears. Then you need to copy all the files under C:/windows/repair to C:/windows/system32 and in the autoexec.nt and config.nt put REM before any lines there which don't have it.

== Troubleshooting a Service Unavailable message on Internet Explorer when opening up NEOSYS ==

=== Error Message ===

The following error message appears in Internet Explorer when you try to open up NEOSYS:

Service Unavailable

=== Solution ===

Open the IIS Manager, right click Web Sites and select properties:
[[Image:serviceunavailable1.jpg]]

Switch to the Service Tab and tick the "Run WWW Service in IIS 5.0 Isolation Mode".
[[Image:serviceunavailable2.jpg]]

You will be asked for Restart of IIS. Click yes to restart IIS. If you are not asked just restart IIS.

== Inspecting IIS log files ==

At a windows command prompt:

c:
cd \Windows\system32\LogFiles\W3SVC1

or

%SystemDrive%
cd %SystemRoot%
cd system32\LogFiles\W3SVC1

then (substituting the ip number you are interested in)

find "192.168.1.55" *|sort>temp.log

Open temp.log in Excel and use Tools, Data, Text to Columns to split into columns using options "Delimited" and check split on Space.

Autowidth all columns by clicking on the top left box just outside the data to the left of column A and above column 1 then double click the column separator to the right of column "A"

Note that times and dates are in UTC/GMT so you have to add/subtract your timezone offset to get local times.

== Fixing NEOSYS processes that do not auto start / Recovering from incorrect advanced date or time ==

=== Problem explained ===
After starting up the 1st process, the rest of the processes don't start up.

=== Solution ===

The possible cause for this could be that the system date/time might have been changed - either manually or by the auto synchronization. Do the following checks in the sequence of order:

# Check for any .$* files (* is a number, the highest being the latest one). If it shows OK, then proceed ahead.
# Check for any .end files and delete it to rename to .end.temp
# Check the System Event Viewer log for any 520 or 577 error message (refer http://128.175.24.251/forensics/timechange.htm). Also check for any out of sequence / ahead of today date or time.
# In case of no 520 or 577 error message, go to Administrative Tools > Local Security Policy > Local Policies > Audit Policy > Audit Privilege use - make sure that Success and Failure are selected under this (this will ensure that future changes to the date/time are recorded in the System Log).
# In NEOSYS maintenance mode - F5 ED PROCESSES %UPDATE% - and see what it says, incase of any text there, that means that for sure the system date has been changed.
# Now to fix this, in maintenance mode again enter - F5 DELETE PROCESSES "%UPDATE%"

== Recognising and Solving Low Memory Problems ==

Quick Note: Installing a server class operating system on a workstation class computer with the intention of NEOSYS serving a heavy load is likely to cause problems with low memory.

Quick Fix: Disable *ALL* non-essential features in the power-on setup menu.

=== Effects ===

It is speculated but not proven that low memory may cause NEOSYS to fail by hanging, causing damaged files etc.

=== Checking ===

F5
MEMORY

On server class machines it should say somewhere around 350Kb to 370Kb Free

Some server class machines have around 330Kb and sometimes even less with no reported problems

The actual effect of low memory is supposed to make NEOSYS slower and perhaps cause hanging and damaged files however this has not been proven in an specific case so far.

On workstation class machines it may often say around 280Kb to 300Kb.

=== Cause ===

Although there is plenty of real memory in virtually all computers now, NEOSYS runs in the legacy 16 bit virtual memory space of a windows mode called NTVDM. This is limited to 1Mb plus 4Mb of EMS memory.

The 1Mb memory space is shared with:

#Various non-essential windows drivers which NEOSYS automatically disables them in autoexec.nt
#Various plug and play hardware device drivers for the various adapters in the computer like video, network adapters and various other items that NEOSYS is unable to disable.

In a server class computer the hardware device drivers are usually minimally present in the 1Mb base memory and do not therefore DOESNT a low memory situation for NEOSYS.

In workstation class computers there are often many hardware device drivers present in the 1Mb base memory and this DOES causes a low memory situation for NEOSYS.

When NEOSYS is installed on workstation class computers with XP there is usually not a heavy load expectation and therefore the low memory does not cause a problem.

If Windows Server OS is installed on a workstation class computer NEOSYS may well be expected to serve a heavy load with limited amounts of memory.

Workstation class computers: hardware drivers present and EMS is installed in low memory (0000-9FFF) causing low memory for NEOSYS and possible inability to

Server class computers: Usually few hardware drivers are present in high part (A000-FFFF) of the 1Mb base memory and EMS is able to occupy the high memory leaving the low part (0000-9FFFF) of the 1Mb memory free for NEOSYS. You can find out how much memory is available to NEOSYS and whether EMS is occuping high or low memory using the following sections.

=== Fixing Low Memory ===

Start, Run, notepad c:\windows\system32\autoexec.nt

Every time NEOSYS starts it tries to make some changes as follow:

#replaces all lines in C:/WINDOWS/SYSTEM32/AUTOEXEC.NT starting with 'lh ' to start with 'rem NEOSYS LH ' instead.
#changes the line in C:/WINDOWS/SYSTEM32/CONFIG.NT "files=..." to "FILES=200"

The replacement is case sensitive triggered on 'lh' and 'files' so if you manually edit the files and remove the rem or change the number of files and leave the LH and FILES in uppercase then NEOSYS will NOT make further changes. This allows you to do manual amendments to the files without NEOSYS overwriting them.

Check that NEOSYS has successfully disabled all the drivers in the lines starting with LH.

They should be commented out (prefixed) with REM or REM NEOSYS as follows.

After making changes reopen NEOSYS in maintenance mode to use the MEMORY and WHO commands again.

<pre>
REM Install CD ROM extensions
REM NEOSYS LH %SystemRoot%\system32\mscdexnt.exe

REM Install network redirector (load before dosx.exe)
REM NEOSYS LH %SystemRoot%\system32\redir

REM Install DPMI support
REM NEOSYS LH %SYSTEMROOT%\SYSTEM32\DOSX
</pre>

=== Allowing DOS programs that require DOSX to run on the same computer as NEOSYS ===

The automatic commenting out DOSX by NEOSYS will prevent some other DOS-like programs from running. If NEOSYS is on dedicated server then there should be no other such programs to fail. However, if you must allow DOS-like programs to work as well as NEOSYS you can do the following configuration:

#leave or restore the original AUTOEXEC.NT and CONFIG.NT files where they are
#copy them to another folder eg neosys folder
#make the necessary REM changes there by hand
#right click the NEOSYS\NEOSYS\AREV.PIF and select properties
#change the location of the AUTOEXEC.NT and CONFIG.NT files in the following location

[[image:pifsettings.jpg]]

=== Checking EMS Memory Configuration ===

==== Inspection ====

F5
WHO

press the up arrow to get to the last part/page

===== Example of Typical Server EMS Memory =====
[[image:serveremm.jpg]]

===== Example of Typical Workstation EMS Memory =====
[[image:workstationemm.jpg]]

====Correction====

No easy way

Removal of hardware adapters designed for workstations instead of servers eg graphics cards and network cards.

Many of the devices may be located on the motherboard and not relocatable except possibly by BIOS configuration or special manufacturer information.

Use windows device manager, View: Resources by Connection, Open the Memory item and look for items between 000A0000 up to 000FFFFF that might give you a clue as to what hardware could be removed or reconfigured. Actually only 000C0000 to 000FFFFF is candidate for EMS memory since 000A000-000BFFFF is mandatory video memory in all systems.

[[image:devicemanager.jpg]]

== Resolving issue where NEOSYS processes do not start-up at all or start-up and close immediately ==

# Find if a file with the name global.end exists in the root directory of the NEOSYS installation. Eg D:\global.end . If you find such a file, rename it to global.end.temp - for more information on global.end and what it does refer to http://techwiki.neosys.com/index.php/Closing_NEOSYS_services
# If the above didn't fix the problem and NEOSYS still does not start, do a windows search for the entire NEOSYS folder for *.end (i.e. any file ending with .end extension). You may find a (databasecode).end file in D:\neosys\neosys folder which is created by the NEOSYS program during backup at 1 am and later on removed automatically. In this case NEOSYS program might have crashed during the backup and left this file behind. (databasecode).end files prevent other other NEOSYS processes starting up on the database while exclusive processes (like backup) are being done.

In case the above didn't fix the problem then escalate to the programmer immediately.

== Handling Change Backup message if the client does not use a USB backup device ==
DO *NOT* FOLLOW THIS PROCEDURE SINCE IS IT IS TOTALLY UNACCEPTABLE FOR NEOSYS TO SEND OUT A "BACKUP SUCCESS" MESSAGE WHEN THE BACKUP IS NOT BEING DONE PROPERLY. IN GENERAL, TAKING SHORT CUTS THAT MAKE THINGS APPEAR SATISFACTORY WHEN THEY ARE NOT IS VERY POOR POLICY.

IF THE CLIENT IS BACKING UP TO A NON-REMOVABLE DESTINATION THEN EITHER 1. LIVE WITH THE FAILURE MESSAGE OR 2. SUPPRESS THE BACKUP ENTIRELY IN WHICH CASE NO BACKUPS ARE BEING DONE AND PROBABLY THIS WILL SHOW ON NEOSYS PROACTIVE WARNING SYSTEMS LIKE NAGIOS.

# Basically most of the client use USB for Neosys server but there are some clients who do not use USB but save their backups in hard drive.
# As we know that backup take place in Data.bak folder but it do a backup only for a week in a single USB. Over here client do not use USB but save their backup in hard drive in Data.bak folder, once the week is over it will again give Change backup message.
# In this case rename the Data.bak folder to Data1.bak this is done because system read only Data.bak folder as it is configured in the system. When you rename Data.bak to Data1.bak it automatically create a new folder Data.bak in Backup drive.
# This process is done so that the backup should not fail then next day morning and backups are done in Data.bak folder.
# In the third week we will again see the same message Chang backup USB message so you need to rename Data.bak folder to Data2.bak
# But in fourth week you rename the Data1.bak to Data.bak and change the Data2.bak to Data1.bak and Data.bak to Data2.bak
# Keep only three folders and Data.bak, Data1.bak, Data2.bak and keep on renaming these folders every week as shown above.

== Closing processes that are not visible on the desktop or hidden ==

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on restart and no one has logged into the server. In this case it would be hidden. Secondly in the case of Windows 2008, the processes always are hidden.

In these cases whenever there is a hung NEOSYS process - due to many reasons for eg low memory. In this case you should close all processes using the global.end method and then from the task manager kill any NTVDM processes and then restart NEOSYS. This should be done within 30 seconds from using the global.end method to avoid any inconvenience to the users. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

== NEOSYS not updating Nagios ==

You find something like the following message in UPDATE.$WG in the neosys\neosys.folder

Note: The UPDATE.$WG file has to be opened in either Notepad or Wordpad to be viewed

Connecting to 192.168.100.145:8080 failed: No such file or directory.

Where the above appears to be some non-functional http proxy server ip/port number and is not the expected nagios server ip number.

The windows command proxycfg shows the same ip and port

<pre>
D:\NEOSYS\NEOSYS>proxycfg
Microsoft (R) WinHTTP Default Proxy Configuration Tool
Copyright (c) Microsoft Corporation. All rights reserved.

Current WinHTTP proxy settings under:
HKEY_LOCAL_MACHINE\
SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\
WinHttpSettings :

Proxy Server(s) : 192.168.100.145:8080
Bypass List : 192.168.*.*;localhost;<local>

</pre>

=== Solution 1 - Remove the above setting to create a direct connection ===

To remove the registry entries that ProxyCfg.exe creates,
you must delete the WinHttpSettings value from the following registry key.

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings

After you do the above, confirm that the proxy details are deleted by running the proxycfg command.

Next, restart the NEOSYS processes for the changes to be affected.

=== Solution 2 – Configure a functioning proxy ip/port number ===

Use the proxycfg command to enter a working proxy ip/port number/exclusion list

http://msdn.microsoft.com/en-us/library/aa384069%28VS.85%29.aspx

After you do the above, confirm that the new proxy details are working by running the proxycfg command again.

Next, restart the NEOSYS processes for the changes to be affected.

 Note: Please refer to the link before you restart NEOSYS processes http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Closing_processes_that_are_not_visible_on_the_desktop_or_hidden 

== Solving “page not found” when downloading some file types after uploading them successfully ==
=== One by One ===

Windows web server will not download file types that it is unaware of. You can enable the download of new file types one by one as follows.

This process is tedious and error-prone if you have to add many type.

#Computer Management
#Services and Applications
#IIS properties
#Mime Types
#Add

=== Many ===

Window Server 2003 is unaware of all the Office 2007+ file types. To add all Office 2007+ file types at once do the following:

Stop IIS

iisreset /stop

Open the list of mime types

*Start, Run, notepad C:\WINDOWS\system32\inetsrv\MetaBase.xml

Search the file for “xlsx” and quit the editor if already inserted.

Otherwise, find the following line,

.xml,text/xml

and insert after that line the following lines. They do not need to be indented.

<pre>
.docm,application/vnd.ms-word.document.macroEnabled.12
.docx,application/vnd.openxmlformats-officedocument.wordprocessingml.document
.dotm,application/vnd.ms-word.template.macroEnabled.12
.dotx,application/vnd.openxmlformats-officedocument.wordprocessingml.template
.potm,application/vnd.ms-powerpoint.template.macroEnabled.12
.potx,application/vnd.openxmlformats-officedocument.presentationml.template
.ppam,application/vnd.ms-powerpoint.addin.macroEnabled.12
.ppsm,application/vnd.ms-powerpoint.slideshow.macroEnabled.12
.ppsx,application/vnd.openxmlformats-officedocument.presentationml.slideshow
.pptm,application/vnd.ms-powerpoint.presentation.macroEnabled.12
.pptx,application/vnd.openxmlformats-officedocument.presentationml.presentation
.xlam,application/vnd.ms-excel.addin.macroEnabled.12
.xlsb,application/vnd.ms-excel.sheet.binary.macroEnabled.12
.xlsm,application/vnd.ms-excel.sheet.macroEnabled.12
.xlsx,application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
.xltm,application/vnd.ms-excel.template.macroEnabled.12
.xltx,application/vnd.openxmlformats-officedocument.spreadsheetml.template
</pre>

Save the file with File and Exit

Restart IIS

== Handling Neosys Automatic Upgrade Error Messages ==

=== Error Message ===
We will receive an email from the NEOSYS client installation with the following message:

'''"UPGRADEN.EXE" does not have expected exe MZ signature'''

=== Solution ===
This message is a note that the NEOSYS automatic update procedure failed to download an upgrade file correctly.
This happens sometimes due to network issues but can be ignored because the file will be probably be correctly downloaded on the next automatic update check.

'''Note:''' This message is only informative to help with any problem with the automatic upgrade procedure and may be removed in a later version of neosys (currently Oct 2012)

File:Emsscreenmaint.jpg

2011-10-27T13:37:45Z

Ashwin:

Installing EMS Magic

2011-10-27T13:37:29Z

Ashwin:

The EMS (Emulate Expanded) memory support is not available in Windows 2008. Please read the notes at http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Recognising_and_Solving_Low_Memory_Problems to understand more about EMS related problems. AS NEOSYS requires this important legacy feature it is required to an EMS emulator called EMSMAGIC

The steps are:

# Download http://www.neosys.com/support/EMSMAGIC.EXE and place it in C:\Windows folder
# Edit c:\windows\system32\autoexec.nt file in Notepad to include the following at the bottom:
[[image:autoexecnt.jpg]]

Once you are done with the above, test that the EMS memory shows in the maintenance mode by typing WHO in the command line (instructions at http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Checking_EMS_Memory_Configuration)

Another quick way to test that EMS Magic is functioning is to notice this screen as soon as you open up a maintenance or process window:

[[image:emsscreenmaint.jpg]]

Handling damaged files

2011-10-20T06:12:31Z

Ashwin: /* Fixing damaged files that have no process for recreating them */

== Symptoms ==

"A Damaged file has been found..... ((the rest of this message to be completed))
Group format Error:
OS File : BOOKING.TEXTS
Group# : 00000932
Record length incorrect or frame linkage error.

== Cause ==
Rare but nasty problem on server 99% caused by power failure, killing NEOSYS or server hardware or operating system failure.

*Did somebody kill NEOSYS processes to reboot the server or any other reason?
*Was there a power cut?
*Any expected or unexpected reboots in the server log? (see Event Viewer > System Log)
*Enough disk free space especially on servers not dedicated to NEOSYS?
*Third party software running on NEOSYS server?
*RAID installed on the server?
*Did windows update happen?

== Solution==

Damaged files, when detected, cause an immediate termination of the currently executing program/user request and a restart of the process is involved. Some damaged files are automatically fixed during restart. Although the process "restarts" it may be internally corrupted in some way and it is advisable to close it completely and start or allow another process to start automatically. 
However, the solution always depends on the cause and usually often requires aggressive interrogation to discover the cause.

== Recovery==

It is URGENT to stop using NEOSYS and fix the damaged file because it will cause NEOSYS to crash everytime it happens to update that part of the file. NEOSYS crashing while updating often produces unrecoverable inconsistencies in the database that can only be fixed by programmers sitting for hours trying to edit the database .... or by restoring from a backup causing loss of work.

See the following sections how to patch the damaged files.

== Files that are automatically fixed ==

*LISTS
*LOCKS
*!INDEXING

The above files are automatically checked for corruption (and initialised to empty if so) when you
startup a NEOSYS process and do not require any manual intervention apart from locating and eliminating the initial cause of the damage.

If the !INDEXING file was damaged then you should also do REINDEXALL to reinstate any possibly missing index entries, but since this will take a long time
you should do this when everybody is off the system in the evening probably. A few missing index entries may only mean some records missing from some reports which may or may not be seriously inconvenient. It is a temporary file that should not hold any records for longer than it takes to update the various indexes immediately when the user saves any document.

Each process has its own LISTS file, so damage is limited to one process for the LISTS file. The process number can be seen in the error message. for example:

Process=7

You can also see the process number on the server screen. For example here is a process 2.

13:17:31 TESTDB NEOS0002 0 Listening 7 hours, 49 mins ...

The LISTS file is a temporary file for sorting records into order for reports, popups etc. Therefore any damage usually causes no real inconvenience apart from the failed report or popup on which the user might receive the "damaged LISTS file" message.

The error message would appear as follows :

SYSTEM ERROR:
An internal file LISTS was found
to be damaged and has been patched.
INFORM YOUR TECHNICAL SUPPORT 
SOME DATA HAS PROBABLY BEEN LOST
AND THE NEOSYS SYSTEM MAY MALFUNCTION 
Server=NEOSYS-SERVER
Install=D:\NEOSYS\NEOSYS\
Version=17:16:04 23 JAN 2011
Database=1D68EE63 ADLINED
Process=2

The error could also appear as follows :

A DAMAGED FILE HAS BEEN FOUND.
YOU MUST GIVE THE FOLLOWING MESSAGE TO TECHNICAL SUPPORT NOW.
DO NOT CONTINUE USING THE SYSTEM! 
Group Format Error:
File : LISTS
Group # : 00000014
Record length incorrect or frame linkage error.
Server=NEOSYS-SERVER
Install=D:\NEOSYS\NEOSYS\
Version=17:16:04 23 JAN 2011
Database=1D68EE63 ADLINED
Process=2

Please note that both the above messages mean the same.

== Fixing damaged file that have a process to recreate them ==

Below files can be recreated from the maintenance mode.

ADS file can be recreated with F5 CREATEADS

ANALYSIS file can be recreated with F5 CREATEANALYSIS

BRANDS files can be recreated with F5 CREATEBRANDS

If the file is actually damaged it might be necessary to initialise it first using CLEARFILE filename.

The following is an example of the error in the ADS File at the time of backup.

Group Format Error:
OS File : ADS
Group # : 00009543
Record length incorrect or frame linkage error.
217 files checked.
Failed with 1 errors
!!! DANGER !!!
!!! DAMAGED FILES HAVE BEEN FOUND IN THE NEOSYS SYSTEM !!!
!!! BACKUP NOT DONE !!!

Error while writing data.
You have attempted to write to a read-only file.
- or -
access to the file has been denied by the operating system.
(operating system file name: "ADS")

Explanation: The last four lines are very rare and can be seen with the above error messages in the backup email. The above message indicates that some external application is trying to access the backup files at the time of backup.

Before doing the solution below, please check the number of damaged files on the database by running CHK.FILES in maintenance mode. [CHK.FILES can be done when users are online]

Solution

'''NOTE:''' Stop all the processes before doing the below procedure.

Procedure to run CREATEADS is as under

Login to maintenance

F5
CREATEXXXX

(XXXX = ADS, ANALYSIS OR BRANDS)

Select the option appropriate option and start the procedure and hit ENTER

To verify if the above is done successfully and check if the damage files is fixed in the database run CHK.FILES or CHK.FILES FILENAME(Recommended)from this link: http://techwiki.neosys.com/index.php/Troubleshooting_NEOSYS_Generally#Checking_for_corrupt_database_files

== Fixing damaged index files (names starting with !) ==

Whilst backing up or using NEOSYS the following error message might appear:

"A Damaged file has been found.....
Group format Error:
OS File : !ADS
Group# : 00000932
Record length incorrect or frame linkage error.

#Ensure that no-one is using NEOSYS
#Log into NEOSYS on the server
#Press F5 to get a TCL command box
#Type REINDEXADS and press enter.
#Wait until it finishes and you get back to the command box
#Type OFF in the command box and you will quit NEOSYS.

Other reindex commands are:

*REINDEXACCOUNTS recreates !ACCOUNTS, !BATCHES and !VOUCHERS
*REINDEXADDRESSES
*REINDEXADS
*REINDEXBOOKINGS recreates !BOOKING.ORDERS
*REINDEXBRANDS
*REINDEXCLIENTS
*REINDEXINVS recreates !INVOICES
*REINDEXJOBS
*REINDEXMATERIALS
*REINDEXPLANS
*REINDEXPRODINVS recreates !PRODUCTION.INVOICES
*REINDEXPRODORDERS recreates !PRODUCTION.ORDERS
*REINDEXRATECARDS
*REINDEXSCHEDULES
*REINDEXSUPPLIERS
*REINDEXTIMESHEETS
*REINDEXVEHICLES

REINDEXMEDIA does all the following
*REINDEXPLANS
*REINDEXSCHEDULES
*REINDEXADS
*REINDEXMATERIALS
*REINDEXBOOKINGS

REINDEXFILES does all the following
*REINDEXCLIENTS
*REINDEXBRANDS
*REINDEXSUPPLIERS
*REINDEXVEHICLES
*REINDEXRATECARDS

REINDEXPRODUCTION does all the following
*REINDEXJOBS
*REINDEXPRODORDERS
*REINDEXPRODINVS
*REINDEXTIMESHEETS

REINDEXALL does all the following
*REINDEXMEDIA
*REINDEXPRODUCTION
*REINDEXFILES
*REINDEXINVS
*REINDEXACCOUNTS
*REINDEXADDRESSES

== Fixing damaged files that have no process for recreating them ==

Some damaged files can be rebuilt using NEOSYS utilities especially index files with filenames starting with !. Other damaged files like ''LOG20xx'' can be “fixed” to prevent NEOSYS crashes as follows but some records will most probably be lost. Depending on the file loss of a few records may not be too bad compared to restoring a database but the client should be informed and make the decision. Depending on the file it is usually best to lose the records. We can make a list of files that one can afford to lose records and those files that can be rebuilt programmatically from other files. Booking order texts they can lose records but inform them and especially the numbers mentioned in FIXFILE

''SHADOW'' is a type of log file that can lose some records without serious impact and can therefore can also be fixed with FIXFILE.

FIXFILE will not run if there are neosys services still running so before doing the FIXFILE command, shut down services from the Support menu or with the Global command:

'''NOTE:''' If there are multiple datasets running on the server. Shut down the particular dataset which has got the problem:

F5

FIXFILE filename

(Select option 1 to update the file)

In case you get any Overwrite messages – type YES, as these are the actual files being updated.

The only alternative is restore from a previous backup in this case losing a days work. Nasty, and even worse, it will be impossible to reproduce the days work and especially the exact serial numbers of critical documents like orders, invoices, receipts and payments advices.

=== Using FIXFILE to repair corrupted files ===

BEWARE: FIXFILE causes loss of data. If the data is critical then use of FIXFILE can be totally catastrophic without any warning.

Using FIXFILE on some files is a guaranteed way to cause complete chaos for the users without them being aware of it until too late to do anything about it.

Corrupt files will cause programs to abort every time they try to update that section of the file. Aborting programs causes possibly horrendous inconsistency in the database so it is important to stop all user activity and fix the corrupt file immediately.

You can freely use FIXFILE on any file but it works by deleting any problematic data so cannot realistically be used on some files at all.

FIXFILE cannot and does not recover any corrupted records therefore, for those files that have specific programs to rebuild them, FIXFILE is not the correct option.

Why use FIXFILE at all since it causes loss of data?

Many files do not have programs to rebuild them and for some of those files, using FIXFILE is a quick way to get the system back in operation BUT with missing records. Missing records causes various degrees of failure ranging from the odd document missing, totally misleading information like wrong account balances, or any kind of system failure.

FIXFILE does not fix the consistency of information in the database. When the database is is being updated with a transaction, usually a series of files are updated for the one transaction. A damaged file causes the update program to abort in the middle of the series of updates. Therefore some of the updates are done and the remaining updates are not done. This means that the data in the database (even after fixing the corrupt file) is inconsistent.

FIXFILE merely fixes the technical structure of the file so that any further program accesses to that portion of the file do not cause immediate program termination and consequent likely catastrophic database inconsistency.

You must prevent anyone from accessing NEOSYS while FIXFILE is running.

=== Fixing Damaged DEFINITIONS file ===

==== Non-Solution ====

You will probably not be able to login if the DEFINITIONS FILE is damaged. You can press Alt+S and type EXECUTE to get a TCL command box but this still doesnt help because you cannot use FIXFILE on DEFINITIONS.

CAUTION: DO NOT USE FIXFILE TO TRY AND FIX THE DEFINITIONS FILE.

DOUBLE CAUTION: IN CASE YOU DECIDE TO IGNORE THIS EXPECT ALL KINDS OF HORRIBLE PROBLEMS IN THE DATABASE REQUIRING A COMPLETE RESTORE FROM A GOOD BACKUP AFTER A FEW DAYS OF PAIN BECAUSE RANDOM OLD DATABASE UPGRADE/CONVERSIONS WILL BE PERFORMED *AGAIN* WITHOUT YOU KNOWING IT.

==== Partial Restore ====

You can copy recent DEFINITIONS.LK and DEFINITIONS.OV files from the DATA\datasetcode\GENERAL folder.

CAUTION: All changes done in the Configuration File, Authorisation File, Users File and various other changes will be reverted to the date of the DEFINITIONS files being restored. If you are restoring from last nights backup or testdata then this will not be much but could cause serious confusion to people who have changed their passwords etc.

==== Full Restore ====

Restore from your latest backup losing all work done since that time and date.

=== Preventing users from accessing NEOSYS in order to do maintenance or repairs ===

On most systems you can simply stop the NEOSYS processes. On other systems where NEOSYS processes are automatically started in response to requests from the web, you need to disable the autostart by one of the following methods

# Stop the autostart program/script
# Put a file called NET.CFG with a single line saying AUTOSTART=NO in the neosys\neosys folder
# Stop the IIS server
# Stop/Pause the particular web in question

== Dealing with damaged files that cannot be fixed ==

If programmers are unable to fix the damage in a reasonably period of time and the damage is caused due to matters beyond NEOSYS control such as non-dedicated servers and power failures then data must be restored and client advised why they are going to suffer loss of data.

THIS DOES NOT RELEASE NEOSYS SUPPORT STAFF FROM THE OBLIGATION TO PROACTIVELY INFORM THE CLIENT OF MEASURES TO PREVENT THE RECURRENCE OF THE EVENT.

The following are the steps to follow:

# Ascertain the cause of the damage to the database by looking at the internal logs
# Create a new database from the damaged one as it will contain the up to date but damaged database.
# Restore the database from the backup media so that the database is in the last good known state.
# The client can see what work was done over the past couple of days from the damaged database and it will assist them to redo the work in the currently restored out of date main database.
# Next discuss with the client about the cause of the damage and (a) what to do to prevent the damage occurring again (b) to agree a procedure to perform a manual backup in case the automatic one is not performed for any reason overnight.

User talk:Priyanka

2011-10-18T14:04:31Z

Ashwin: Welcome!

'''Welcome to ''NEOSYS Technical Support Wiki''!'''
We hope you will contribute much and well.
You will probably want to read the [[Help:Contents|help pages]].
Again, welcome and have fun! [[User:Ashwin|ashwin]] 14:04, 18 October 2011 (UTC)

User:Priyanka

2011-10-18T14:04:30Z

Ashwin: Creating user page with biography of new user.

Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive, Priyanka Mathew , Software Support Executive,

User talk:Vineet

2011-10-18T13:58:38Z

Ashwin: Welcome!

Setting up and using remote support

2011-10-06T07:41:42Z

Ashwin: /* Installing Cygwin with OPENSSH */

== Getting agreement of client IT staff to provide remote support ==

[[Letter to obtain agreement of client IT staff to provide remote support]]

== Installing and configuring the server ==

=== Initial Connection to the server before setting up permanent remote connection ===

In case of a remote installation you need to get an initial connection to the server before you can setup Cygwin for a permanent remote connection. For this purpose you can either use your customised reverse connect UltraVNC SC file or the one-time run Teamviewer utility.

Do not use Microsoft Remote Desktop Client (RDP/RDC) on port 3389 at anytime to access the server from the internet since IT suppliers not aware of the situation often setup the initial administrator password to something obvious like "password" or even blank and in this case there is a good chance internet worms will discover the "open door" and install themselves before you get the chance to put a strong password.

=== Installing and configuring SSH ===

==== Installing Cygwin with OPENSSH ====

Watch out for non-intuitive steps like clicking "skip" to install something.

# Read [[Avoiding Corrupt Cygwin Installations]]
# ENSURE that you are logged in as the local (NOT DOMAIN) administrator
# Run http://www.cygwin.com/setup.exe
# Install from Internet
# Root Directory: '''c:\cygwin'''
# Local Package Directory: '''c:\cygwin.lib'''
# Direct Connection
# Download Site: '''http://mirror.steadfast.net''' (near the bottom) -- http://mirrors.kernal.org is no longer available
# You will now receive a Setup Alert. Click '''OK'''
# Select Packages: Maximise window then click '''View''' once to get '''Full'''
# Next to the package '''OPENSSH''', click the word '''Skip''' (once!) to get version 4.4p1-1 or later
# Next to the package '''NANO''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WGET''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''RSYNC''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''EMAIL''', click the word '''Skip''' (once!) to get the latest version available
# Next to the package '''WHOIS''', click the word '''Skip''' (once!) to get the latest version available
# Check the NEOSYS INSTALLATION CHECKLIST for any other packages to install like the above.
# Click Next and complete the installation

==== Configuring and starting SSHD ====

Open the Cygwin icon to get a linux/bash command line and type:

Run the following commands:

chmod +r /etc/passwd
chmod +r /etc/group
chmod 777 /var

Thereafter start with the ssh configuration:

ssh-host-config

Then on the following options type:

Privilege – YES
New local sshd account - YES
Install SSHD as a service - YES
Enter value of daemon - ntsec
Different name - NO
Create new privileged user - YES
Enter a password now - Set any random password and should not be the same as the neosys server (8 characters min)

At the command prompt type

net start sshd

==== Configuring SSHD to use a non-standard port number ====

This is necessary if the router cannot forward port 19580 --> 22 and we don’t want to open port 22 directly.

Capitalization is signification in cygwin/linux commands

open cygwin command prompt
cd /etc
chown administrator sshd_config
nano sshd_config (assuming that you have installed the NANO editor)
notepad sshd_config (incase you havent installed the NANO editor)
Move your cursor to '''Port 22''' and change 22 to 19580. ctrl+x to save. On the confirmation type Y and on the next prompt hit enter.
chown system sshd_config
net stop sshd
net start sshd

To check that the connection to port 19580 is successful you can run the following test:
ssh -p 19580 administrator@localhost

You will be prompted to confirm the connection (say yes)

Now enter the system password to complete the procedure.

==== Error while changing Cygwin port 22 to 19580 ====

Error Message:
Could not open file for writring: permission denied

Occurence:
Sometimes When you edit the sshd_config file through NANO.

Solution:
In SSH shell, follow these commands:

cp sshd_config ashwin_temp (copies sshd_config to a new file ashwin_temp)
rm sshd_config (deletes sshd_config)
cp ashwin_temp sshd_config (copies ashwin_temp to sshd_config)

Incase it does not copy sshd_config to ashwin_temp, than check whether an ashwin_temp filename exists and delete it using the rm command.

==== Opening up ssh connections to additional source ip nos ====

Starting a NEOSYS process will automatically restrict cygwin ssh to accept connections from known NEOSYS company static ip numbers.

In the cygwin command line, insert a line in the list of allowable hosts

DO NOT ALLOW ALL OR GENERAL SSH ACCESS TO NEOSYS CLIENTS SERVERS WITHOUT GETTING PERMISSION *AND* INSTALLING EMAIL ALERTS FOR LOGINS AS DESCRIBED BELOW

nano /etc/hosts.allow

sshd: ALL

or a ip numbers or CIDR format

sshd 12.34.56.78
sshd 12.34.0.0/16

==== Setting up email alerts for cygwin ssh logins ====

Use http://www.cygwin.com/setup.exe to install "email" and "whois" packages

Insert the following script using cygwin command prompt.

NOTE! it@neosys.com to whatever you want.

cd /etc
nano sshrc

<pre>
#!/bin/bash
#
#you configure this

ALERTEMAILADDRESS=it@neosys.com

#
#get the ip number without the ipv6 prefix
FROMIPNO=`echo $SSH_CLIENT|cut -f 1 -d " "|sed 's/::ffff://'`
#
#quit with no message if from a known host

if grep -x $FROMIPNO /etc/trustedipnos
then exit
fi

#
#get the host name by reverse lookup

FROMHOST=`nslookup $FROMIPNO|grep "name ="`

#
#get whois info about the login ip number

#and pipe it into the mail program
#"&" on the end creates a new process in order not to delay login

whois $FROMIPNO|\
email -q -f nl1@neosys.com -s "login $USER $FROMIPNO $FROMHOST" -r \
mailout.neosys.com -p 2500 $ALERTEMAILADDRESS&
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

Inserted trusted ip nos.

cd /etc
nano trustedipnos

<pre>
#sorry, ip ranges and cidr etc not accepted yet

#vm1.neosys.com for remote checking
85.17.154.105

#nl1.neosys.com
83.149.104.167

#nl2.neosys.com
85.17.154.66

#uk.neosys.com
78.143.212.191

#nl3.neosys.com
94.75.233.2
</pre>

Make sure that you configure the file permissions

chmod a+x sshrc

==== Troubleshooting SSH: If SSH connects and then disconnects immediately without exchanging keys ====

The first time that NEOSYS runs, it automatically adds source ip number restrictions to the sshd remote support configuration in /etc/hosts.allow and /etc/hosts.deny. This is an important security procedure to allow connection to clients systems from NEOSYS ip numbers only. This process allows only local and known NEOSYS ip numbers to connect using SSH. Upgrading NEOSYS will add and/or remove allowable ip numbers as NEOSYS configuration changes.

It is possible that in some client network configurations incoming ssh connections will appear to be from the clients internal routers with an ip unknown to NEOSYS due to NAT configurations. Therefore ssh connections will be blocked unless specifically allow the local ip number or it is added into an upgraded version of NEOSYS.

NOTE: Therefore you must check that remote support via ssh works AFTER you have run NEOSYS once (maintenance mode).

#Look in the Windows, Computer Management, System Tools, Event Viewer, Application
#Search for entries from source "sshd", double click and look in the Event Properties, Description for ip numbers
#Information type sshd entries will give the ip number of successful sshd connections.
#Warning type sshd entries will give the ip number of failed sshd connections.
#Find the ip number of failed connections.

===== Possible Problem 1 - Port mapping in router is using NAT =====

If the ip number of failed connections is some local ip number (of the router for example) then possibly the inbound port forwarding has been done with NAT and the source ip number has been lost. Therefore the NEOSYS ip restrictions are blocking ssh connections because they appear to be coming from an unknown ip number (ie that of the router)

===== Solution 1A =====

Change the router configuration to not use NAT and leave the genuine original source IP number

===== Solution 1B =====

DO NOT USE THIS PROCEDURE TO BREAK NEOSYS SECURITY

DO NOT GRANT ACCESS TO ANY IP OTHER THAN CLIENTS ROUTER IPS

Add the routers IP number to the list of authorised ip numbers in the cygwin hosts.allow file as follows:

nano /etc/hosts.allow

and add the line as follows ... but put the ip number of your router

sshd: allow 192.168.0.99

#router - sadly using NAT instead of plain old port forwarding
#if the router ip changes then neosys remote support will fail until this line is changed
#NB do not grant access to 192.168.* etc since this allows local LAN viruses to attack

==== Troubleshooting sshd ====

You can run the sshd service interactively to see all messages instead of having to search logs/events etc.

Unfortunately this will not work the same as the normal windows sshd service unless you assume the identity of the sshd_server user. To assume the identity of the sshd_server user you will have to reset its password to something new (since we dont take a record of it during sshd-host-setup) AND ALSO place the new password in the logon properties of the sshd windows service.

su sshd_server
/usr/sbin/sshd -D -p 19580

==== Reinstalling SSHD if service fails to startup ====

#Look in '''/var/log/sshd.log''' for errors
#Delete the following users: '''sshd''' and '''sshd_server'''
#Remove the sshd service at the cygwin prompt type '''cygrunsrv –R sshd'''
#Do the above Configuration and starting SSHD step again

Note that you don't have to reinstall cygwin entirely, just sshd with the above steps.

==== Upgrading SSHD / Cygwin ====

#Read [[Avoiding Corrupt Cygwin Installations]]
#Connect normally using ssh/remote desktop etc.
#Establish another non-ssh vnc reverse connection
#Schedule an hourly reverse connect of vnc in case you lose the connection. Add the following to scheduled tasks - "C:\Program Files\UltraVNC\winvnc.exe" -connect address.ofneosys.supportstaff::port
#Make sure you have disconnected the ssh/remote desktop connection at this stage after you have established a reverse connection (i.e. if using Tunnelier, make sure that ssh connection using Tunnelier is not still open and not minimised in the notification area of the taskbar)
#net stop sshd
#Delete any bash/rsync and other cygwin related processes in task manager. You can type ps -ef in a cygwin bash console to find out their names.
#Ensure that you can rename c:\cygwin\bin\cygwin1.dll to xxx and rename back to ensure that no cygwin processes are running. Unfortunately not a perfect guarantee.
#Upgrade cygwin using the same general steps as a normal cygwin install. If any files cannot be upgraded do your best to kill the offending process and retry. Otherwise you may end up having to uninstall/reinstall cygwin from scratch.
#net start sshd

==== How to uninstall/reinstall cygwin ====

With setup.exe (the installer file of cygwin) you can uninstall individual packages but not Cygwin.

Before you do this, make sure you have stopped the cygwin service (NET STOP SSHD), removed the sshd server (cygrunsrv -R sshd), deleted the users (sshd & sshd_server).

To uninstall Cygwin you have to run the following in DOS prompt:

rmdir /s /q C:\cygwin

You cannot delete the cygwin folder from Windows explorer due to a Access Denied error and this is the best way to uninstall cygwin.

==== Getting Ownership and Permissions Correct ====

Installation of cygrin under domain administrator account needs to be fixed as follows:

#c:\cygin Properties, Security, Advanced
#Change owner to: Administrators
#Tick: Replace owner on subcontainers

After changing ownership of all cygwin folders to Administrators all ssh login will be blocked and you will get a windows application event log message. "root" actually means sshd's user which is sshd_server by default or can be found in the cygwin ssh windows services properties under log on

fatal: /var/empty must be owned by root and not group or world-writable.

Fix this in cygwin console as follows:

chown sshd_server /var/empty

==== Configuring Firewall/Router ====

You will have to port forward 19580 on the router to port 19580 on the neosys server. Some routers call port forwarding “port mapping” or “virtual servers”

It is BAD idea to simply open port 22 since an open port 22 attracts scanners/hackers like flies.

Also configure port forwarding of port 4430 to port 4430. This is for remote access via https if desired at a later date.

==== Configuring Specific Client Routers ====

[[Adline Dubai - CISCO PIX Firewall]]

[[Sonicwall Firewall Configuration]]

==== How to install ssh on port 19580 over vnc on port 19580 ====

Install vnc on port 19580

connect on vnc

setup cygwin sshd on port 22

test you can login on port 22

ssh neosys@127.0.0.1

change sshd port to 19580 (but it wont start)

schedule a windows system reboot in 10 mins at windows command prompt

shutdown -t 600

change vnc port to 5900 (if will disconnect you)

wait for 10 mins and try to ssh login on port 19580

==== Changing user on Cygwin ====

On SSH command line:

ssh neosys@127.0.0.1 (where 'neosys' is the username)

=== Installing and configuring UltraVNC ===

Download UltraVNC from http://www.ultravnc.com

Run installation – all default options EXCEPT choose INSTALL AS A SERVICE, and START SERVICE.

((screenshot required))

Run ‘Service Helper’ under UltraVNC Server in case you don’t see vnc tray icon on the notification area.

Admin options should make the following changes:
[[Image:Vncadmin.png]]
# Deselect – Enable Java (to increase security)
# Select – Allow loopback connection (essential for connection via ssh)
# Select - Loopback only (to increase security)

[[Image:vncserveraddnewclient55000.png]]

==== Installing and configuring the client ====

It is advisabke to use http over ssh rather than remote access IE inside vnc because the user interface is much faster alhough it might not be so bad using vnc to hosts in the same country

==== Installing Putty ====

http://the.earth.li/~sgtatham/putty/latest/x86/putty.exe

Download putty.exe > run

===== Configuring Putty =====

ssh tunneling local:127.0.0.1:1235-->remote:127.0.0.1:80 so you can do http://127.0.0.1:1235/neosys on your own computer

there are a few computers where it doesnt seem to like the above usually where the target server is on a none-standard port or not listening on 127.0.0.1

so sometimes you have to map local 127.0.0.1:8080 to remote 10.0.0.255:8080 or whatever the listening ip and port is

[[Image:puttysession.png|Fill in the host name of the server computer and the port number.]]

[[Image:puttyssh.png]]

[[Image:puttytunnel.png]]

Source: 1234 Destination: 127.0.0.1:5900 then click Add

Source: 1235 Destination: 127.0.0.1:80 then click Add

Once tunnels are setup then return to Session tab in putty and save the options then click open to connect to the server. Login as administrator with the servers password.

Ultra VNC Viewer:

As the port mapping is complete, enter 127.0.0.1:1234 to login into the computer screen remotely:

==== Configuring Ultra VNC Viewer Listen mode to use a non-standard port ====

[[Image:vncviewerlisten55000.png]]

==== Troubleshooting Client ====

===== Cygwin login on servers connected to any domain controller =====

If NEOSYS is loaded on a server which is connected to any domain controller, it may require the local administrator password reset.

==== Resolving VNC Password lockout ====

If you connect to a client server through CYGWIN and enter the VNC password 3 times wrong in a row, VNC will block you.

As you have already entered the server through CYGWIN, you can reactivate the blocked VNC by using the following commands on the prompt:

net stop winvnc

net start winvnc

== Remote Desktop Connection ==

Servers are normally not exposed to the internet so IT staff and suppliers are often not careful to use strong passwords and use things like "password" or blank.

Given the above, it is NEOSYS policy NOT to use remote desktop via direct access from the internet at all and especially not long term. This is to prevent worms from instantly discovering possible entry points - typically before NEOSYS can even begin to enforce strong administrator password.

If it is otherwise IMPOSSIBLE (difficult or inconvenient does NOT count as impossible!) to avoid using remote desktop protocol to the public internet then a simple and effective way of significantly increasing security is to change the remote desktop port from 3389 to something else e.g. 33890 as per NEOSYS convention.

=== Changing RDC port from standard to nonstandard ===

# Start Registry Editor.
# Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\TerminalServer\WinStations\RDP-Tcp\PortNumber
# On the Edit menu, click Modify, and then click Decimal.
# Type the new port number, and then click OK.
# Quit Registry Editor.

Setting up Host Name

2011-10-06T07:22:46Z

Ashwin: /* www.zoneedit.com */

Clients which do not have business grade internet connections often have dynamic IP's and we need to install a dynamic dns (DDNS) client on their servers to update the host name (eg. clientname.redirectme.net) with the latest IP every time it changes.

==No-IP.com==
No-IP.com service should be installed at all clients who have a dynamic ip address as this solution is known to work in restrictive firewall environments. Procedure to setup No-IP.com service is as follows:

#Login to www.no-ip.com with username noip@neosys.com and the password.
#Create a host with the client name (eg. for client MEDIAONE create a hostname mediaone.redirectme.net) with the option DNS Host (A) and the existing public ip. Do not assign to any group at this stage.
#Create a group with the client name (eg for client MEDIAONE create a group MEDIAONE) and select the host you created earlier.
#Assign a password for the group (give a random complicated password eg - ahsfi492840asfoapfo2qikoas%2 - make sure you paste this password on your notepad as you will need it later on)
#On the client server, go to www.no-ip.com and download the older Windows DUC 2.2.1 client (Do not use the latest one as it has an issue in starting up after a reboot and No-IP is working on a fix)
#Run the No-IP client and put in the username as groupname:noip@neosys.com (eg mediaone:noip@neosys.com) and paste the password from your notepad.
#After you login you will see it shows you the host name with an orange smiley and a tick box - click on this tick box and the smiley turns to a blushing happy yellow one which means the IP has been updated. Make sure to read the comments in the log box below.
#Click on Options and in the Standard Tab tick Run as system service. Then in the Connection > Standard tab make sure the tick is on 5 minutes update rather than 30 minutes.

==www.zoneedit.com==
A static DNS service like zoneedit should be used for clients who have static ips and hosts are to be created as hostname.support.neosys.com

After you add/edit/remove any host on Zoneedit, you need to make sure that the changes are published under "Current Zones" list.

Moving NEOSYS

2011-09-21T08:30:32Z

Ashwin: /* Moving NEOSYS server to a new/another client office location */

=== Moving NEOSYS to new servers ===

Make sure you disable old systems BEFORE you enable new systems.

You cannot count on users to pay attention to WHICH system they are using so its up to you to prevent access to the old system PRIOR to opening a new system for them.

Failure to follow this procedure OFTEN results in chaos in the clients procedures. Missing invoices, etc etc etc.

==== Changing drive letter to match old drive letter ====

[[Image:changepartitiondriveletter.png]]

==== Backup and restore of IIS configuration ====

[[Image:backupiis.png]]

==== How to deauthorisation a NEOSYS installation ====

Deauthorisation removes the authorisation and gives a pair of "authorisation numbers" that can be run through a check to prove that deauthorisation has been done.

After deauthorisation you cannot use NEOSYS. If you try then it will ask for authorisation again and you cannot use the original authorisation number to reauthorise it.

In NEOSYS Maintenance mode press F5 then type

DEAUTHORISE

... and answer all the questions properly.

At the final stage it will give you the "deauthorisation numbers" which consist of the original computer number plus another number. These numbers should not be lost and should be given to NEOSYS who will verify they are correct.

=== Reinstating live system from backup system and shifting back ===

This process should be done only when all the users are offline.

To move the data from live to backup server and to restore it back, follow the steps mentioned below:

(Note: the following procedure is an example of what was done for Adline Dubai)

Before restoring the data from live server to backup server and viceversa, do a manual backup (this will not be required if you are doing this procedure after the nightly backup has taken place; and before the users have logged in) and run the '''backup.adlined''' task on backup server.

====Steps to stop adline dubai process to start:====

# Un-tick automatic backup from the configuration file at adline dubai server.
# Rename Global.end.temp to Global.end
# Disable schedule task (Copy adline2adltest & start adlined)
# Disable backup.adlined task at ADLINED2 server to avoid backup of adlined > adlined2
# After doing this start adlined processes at ADLINED2 server and tick the automatic backup option in the configure file.
# Email client giving the new URL to access NEOSYS.
# Ask the IT guy to plug-in the backup USB to the server
# Configure the drive letter on the configuration file in neosys.

====Steps to restore adlined dataset back to adlined server (Live server)====

ATTENTION: Send a mail to the client staff, saying neosys will be down from XXXX hours and they should logout from neosys before the mentioned time and save their work.

If possible co-ordinate with IT guy (or the person responsible) to follow up and make sure that users logout by the decided time. Once all the users are offline, Block all users from accessing neosys.

# Take a manual backup of the dataset you want to move to a removable drive (Flash/USB drive)
# Once the backup is complete, go to the configuration file and un-tick the automatic backup from there.
# Now request the IT guy to unplug the USB from the backup server and plug it into the main server.
# Before doing a restore read the '''NOTE''' that follows very carefully.
# Now log in to maintenance process and go to '''General > Backup & Data Management''', select '''Restore from disk or diskette''' (i.e. option 4), select the backup drive and follow the prompts that follow.
# Now enable all the tasks that were disabled earlier on the adlined server and then enable the backup.adlined schedule task on adlined2 server.

'''NOTE:'''

REMEMBER THAT RESTORE = first DELETE! and then RESTORE

'''Chat for reference:'''

DELETE MEANS YOU SHOULD BE FRIGHTENED >> AND THEREFORE TAKE A COPY

In this case you KNOW you have a good working copy of the data on the backup server so DELETING+RESTORE on the main server is not very frightening .. but STILL .. play SAFE .. take a COPY OF WHAT YOU DELETE DURING RESTORE

=== Moving NEOSYS server to a new/another client office location ===

This is done by the client IT responsible and we just have to provide this checklist for them to follow. Typically this needs to be emailed out to them.

Please ensure the following procedures are followed on the day of the move:

# Login to the NEOSYS server and shut down all the processes by hitting the ESC button on each of the window three times or until they close
# Take a backup of the D drive on another system or network / external drive
# Remove the USB plugged in and secure the same along with the other two USB’s in a safe location
# You can shut down the server now and move it to your new office

After the move is completed, please ensure the following immediately:

# Connect the server to your local network and complete all setup required for users to be able to access the system internally
# Configure the firewall and/or port settings to enable us to connect to the server externally (i.e. 19580 external to 19580 internal)
# Configure the firewall and/or port settings to your staff for external access (i.e. 4430 external to 4430 internal)
# Provide us with the new fixed IP address so that we can test the connection

Moving NEOSYS

2011-09-21T08:28:51Z

Ashwin:

Configuring NEOSYS Generally

2011-08-11T07:45:16Z

Ashwin:

== Clearing files in database (done when you want to clean an old database) ==

This is to be done incase you want to clean an old database or clean a training database so that a client can enter fresh data. These commands DO NOT clear down the whole database and hence for new installations you need to download a fresh BACKUP.ZIP file from the NEOSYS website.

Clear data F5 CLEAROP (only clears transactions not reference files)

Clear suppliers F5 CLEARFILE SUPPLIERS

Clear Vehicles F5 CLEARFILE VEHICLES

Flush Index F5 FLUSH.INDEX

Clear all F5 CLEARALL (rather nasty command because clears all reference files as well)

Clear Payment Instruction F5 CLEARFIELD CLIENTS PAYMENT_INSTRUCTIONS (only clears the payment instruction from the client and brand file)

== Configuring backup procedures ==

See the System Configuration File on the NEOSYS Support Menu. More explanation is at [[Configuring_NEOSYS_automated_backup]]

=== Non-Liability for Backup ===

{{Non-Liability For Backup}}

=== Backing up the Images folder ===

The Images folder under the NEOSYS installation is used to upload images/artworks/files from the Job File section and hence needs to be backed up. NEOSYS will automatically backup this Images folder to the USB drive or other location (specified for the usual data backup) once a week. To configure this backup, RSYNC needs to have been installed during the initial installation.

In case we need to configure the Images folder backup at another location other than the usual daily backup location than we need to edit:

line 12 - and specify the Drive of the location to be backed up to. eg. E or F

== Backup to other media (i.e. not to USB)==

If the backup is going to '''non-removable media''' (even if it is a shared folder on another computer) then the NEOSYS user/client/licensee (NOT the NEOSYS support team) can, at their own responsibility, arrange to '''move''' (NOT COPY) the NEOSYS backup files from that location to a backup location of their choice and avoid the WARNING message : "Backup media not changed. Overwriting last weeks backup"

=== Sample alternative response to client requests for additional backups ===

The existing NEOSYS backup must continue to take place for safety because it is the only well understood standard, controlled and checked procedure in use for all NEOSYS clients.

You are free to setup and operate any additional backup procedure you like but NEOSYS cannot take any responsibility in setting up, monitoring or approving your additional backup procedure because it is beyond our sphere of control, expertise and trust.

What you can backup is the NEOSYS backups on the USB drive. These are readily available online at all times on the NEOSYS server for you to access and copy as you choose.

You can backup the usb anytime using anything you like, but you must not backup anything on any hard disk eg: C or D at any time.

== Copying a single record from one database to another ==

You need to know the file name and record key of the record to be copied.

In this case the file is DEFINITIONS and the key is AGENCY.PARAMS

You can invent any old style 8.3 filename instead of C:\AGP.DAT in the following example

On the source computer:

F5
COPY DEFINITIONS AGENCY.PARAMS TO: (DOS C:\AGP.DAT)

On the target computer:

F5
COPY DOS C:\AGP.DAT (ON) TO: (DEFINITIONS AGENCY.PARAMS)

The (O) option is required to force overwrite of the existing

The (N) option means only copy if the target already exists. It is advisable to use it when you know that the target already exists to avoid misspellings in the command. It must be omitted if the target doesnt exist.

== Allowing users temporary login as NEOSYS in maintenance mode ==

#Get them to login with any name even NEOSYS
#Get the to enter "?" for the pass without the quotes
#NEOSYS will give them a lock like "NEOSYS 123456" which they must give you. You should not log out until the next step is completed
#Follow the NEOSYS lock/key procedure using the full contents of the lock including the user name
(to allow access EXCEPT access to authorisation screen use a special number (not documented here) as the last number of the initial command)
#Give them the key and get them to enter and proceed

== Configuring upload of photoshop "cs2" jpg files ==

Photoshop version "cs2" produces jpg files that cannot be viewed in Internet Explorer.

A solution is to rename the files extension from .jpg to .psjpg before uploading.

"psjpg" files are an invention of NEOSYS and IIS must be configured to handle .psjpg files as follows:

Windows Server 2003 (doesnt work on XP)

#Computer Management, Internet Information Server, Properties
#Click MIME Types
#Click New
#Extension: psjpg
#MIME Type: application/photoshop
#Click OK,OK,OK
#Restart IIS (Right click, All Tasks, Restart)

== Enabling backup servers to access backed-up servers ==

This relates to a common procedure used by NEOSYS to provide automatic nightly synchronisation/backups between servers for multi-office configurations. For more information see
http://itwiki.neosys.com/index.php/Setting_up_remote_backup

Αccording to this procedure, backup processes are actually initiated and run on a "backup server" using a "pull" concept. The "backed-up server" serves the data (usually using an rsync service) to the backup server on request. They do not use a "push" concept.

This means that backup servers need to be able to automatically login to the backed-up servers. On most backup servers a NEOSYS cygwin script called autologin.sh has been installed. This helps you configure the backup server and backed-up server.

Normally you only need to run autologin.sh once per pair of backup and backed-up servers but sometimes the configuration is lost (particularly when NEOSYS is upgraded) and it must be repeated.

=== Using autologin.sh ===

#Asks you for the username and hostname
#Copies an identity file from the backup server to the backed up server. This requires you to enter the administrator or root password.
#Logs you in to the backed up server's cygwin/bash command line. This requires you to enter the password again.
#YOU then type a series of commands to install the identity file and finally exit the command console. The series of commands that you must type are shown on screen by autologin.sh
#Logs you in to the backed up server's cygwin/bash command line. This time, you should NOT be required to enter a password.
#YOU type "exit" to quit the backed up server's command line.

=== Running ./autologin.sh ===

In cygwin on the backup server, type

./autologin.sh

... and follow instructions on screen. The system will ask you once the password to the target server to transfer an identity file and once again to access the command line of the target server from where you must follow a set of instructions in order to load the identity file properly.

The username is usually administrator for windows server targets.

The hostname can be found in backup email logs or in the CONFIG.CMD file in the backup server.

There are often two alternative hostnames. Try the first one first. If you succeed with the first then there is no need to try the second.

Sometimes one of the host names is based on alternative network access methods like hamachi which uses ip addresses starting with "5." and requires hamachi service to be running in both servers and this sometimes is dependent on being logged in and correct setup of hamachi. You can ping the host names to discover the ip numbers of course.

Follow the instructions on the screen VERY carefully.

=== The edit step ===

The last step will enter the nano editor where you should do the following:

If present, delete the word neosys near the end of the last line of the file. The last bit of the last line will refer to some user and host that you are enabling access FROM

BE CAREFUL NOT TO TRIGGER THE AUTOMATIC LINE BREAKING IN NANO because line breaking into two or more lines is automatically triggered when you add characters to long lines. it is not triggered if you just delete characters. If you do cause a line break then quit the editor WITHOUT saving and try again or then use the editor to rejoin the two lines. Note that pressing Alt+L will turn long line breaking off and on which avoids the problem in the first place.

Press Ctrl+X to exit the editor

Procedures

2011-08-11T06:58:54Z

Ashwin:

Procedures

2011-08-11T06:57:59Z

Ashwin:

Technical / Hardware requirements

2010-12-13T05:25:34Z

Ashwin:

=== Hardware requirements ===
# Entry level server computer
# 1 GB RAM
# 80 GB HDD
# No RAID

=== Software requirements ===
# Windows 2003 or 2008 Standard Edition 32bit (not 64bit)
# Configured with two partitions on the hard disk (C & D)
# Configured as a workgroup and not as part of a domain
# No roles assigned for the server (eg DNS or DHCP or FILE SERVER)
# All service packs and updates applied (except no IE7 & IE8 incase of Windows 2003)
# No Anti-Virus or any other program loaded
# Copy the Windows CD or I386 folder to the C Drive
# Configured with an internal static IP (ie dynamic ip delivered by dhcp is not allowed)

For single user installations:

#Windows XP Professional 32bit
#Windows 7 Ultimate 32bit
#Windows 7 Professional 32bit

=== Backup requirements ===
# 3 x 4 GB USB drives for backup

=== Router requirements ===
# Username and password for the router / or someone who can configure port forwarding / virtual server configuration

Administering NEOSYS Server

2010-10-27T10:35:12Z

Ashwin:

[[Closing NEOSYS services]]

[[Clearing File Locks]]

[[Scheduling a reboot of the server]]

[[Renaming a database name or code]]

Administering NEOSYS Server

2010-10-27T10:08:33Z

Ashwin:

[[Closing NEOSYS services]]

[[Clearing File Locks]]

[[Scheduling a reboot of the server]]

[[Renaming a database code]]

Administering NEOSYS Server

2010-10-27T10:08:21Z

Ashwin:

[[Closing NEOSYS services]]

[[Clearing File Locks]]

[[Scheduling a reboot of the server]]

[[Changing the database code]]

Troubleshooting NEOSYS Generally

2010-10-24T13:15:32Z

Ashwin:

== Solving failure to start a NEOSYS server due to disk failure message ==

=== Problem ===
During a reboot process (which maybe due to a Windows update or even done by a support personnel) the NEOSYS server gets hung on the startup and shows a message "Boot Failure - Abort, Retry".

=== Temporary solution ===
This typically happens due to the USB being plugged into the server and the boot sequence being wrong - i.e. the server trying to boot from the USB first and fails. The immediate solution would be to unplug the USB and ask the client to reboot the server again and upon successfully rebooting the system, plug the USB back again.

=== Permanent solution ===
The above problem will occur every time the computer is rebooted, so you need to immediately talk to the IT Administrator of the client and ask them to rectify the boot sequence to make it boot first from the CD ROM, then the HDD and last the USB.

== Solving "Read error in the operating system file" ==

=== Problem ===

Nagios reports a hung process and on the server a process has the following message popup.

Read error in the operating system file "..\DATA\PT0833\ACCOUNTS\REV20049
The file does not exist or the filename is
not valid for the operating system.

[[Image:readerrorintheoperatingsystemfile.png]]

=== Cause ===

Some non-NEOSYS program is directly accessing the NEOSYS database files while NEOSYS processes are running and using the files as well.

*Client IT staff using a backup program to perform backup without ensuring that NEOSYS processes are shutdown.
*A NEOSYS rsync process taking longer than expected due to new USB.

=== Solution ===

Kill the NEOSYS process eg with the X button. It is advisable NOT to let it run further while it cannot properly access one of its files.

=== Prevention ===

Remove the third party program or arrange for it to operate only while NEOSYS processes are shutdown eg from 3am-6am.

== Handling damaged files ==

[[Handling damaged files]]

== Checking for corrupt database files ==

Login to NEOSYS Maintenance

Press F5

CHK.FILES

or

CHK.FILES filename

== Assessing Database Size per File ==

In NEOSYS maintenance mode

LIST FILES BY BY-DSND SIZE VOLUME.NAME SIZE

This will include all files not just those in the actual dataset in DATA\* folders.

== Resolving slow speed ==

[[Benchmarking NEOSYS]]

== Handling failure and warning on nightly backup alerts ==

[[Handling failure and warning messages on nightly backup alerts]]

== Resolving permissions errors while logging in ==

=== Problem ===

While logging in, you get the following error message:
[[Image:login_error_message.jpg]]

=== Solution ===

Add the internet guest account to the security list of the data folder with the default permission of list/read/write

Make sure the read&execute permission is removed
[[Image:permissions_on_data.jpg]]

== Resolving the 'HTTP Error 500.0 - Internal Server Error' while logging in on IE on a Windows Vista system ==

=== Problem ===
After configuring IIS on Windows Vista you will get this error message while trying to login into NEOSYS from Internet Explorer:

HTTP Error 500.0 - Internal Server Error
Description: This application is running in an application pool that uses the Integrated .NET
mode. This is the preferred mode for running ASP.NET applications on the current and future
version of IIS.

In this mode, the application using client impersonation configured with <identity
impersonate="true" /> may not behave correctly. Client impersonation is not available in early
ASP.NET request processing stages and may lead modules in those stages to execute with process
identity instead.

=== Solution ===

You can move the application to an application pool that uses the Classic .NET mode by using the following from a command line window (the window must be running as Administrator)

%systemroot%\system32\inetsrv\APPCMD.EXE set app "Default Web Site/neosys" /applicationPool:"Classic .NET AppPool"

Alternatively, you can use any other application pool on your system that is running in the Classic .NET mode. You can also use the IIS Administration tool to move this application to another application pool.

== Resolving the 'Class Not Registered' error message while logging in ==

=== Problem ===
While logging into NEOSYS, you will get a popup window giving an error message saying 'Class Not Registered - Server Error'. Typically, you will encounter this error with XP Pro IIS 5.1. As usual, there's way to solve it, however the root cause of this is still unknown.

Anyway, you will get the proper message in the event log:

Event Type: Warning
Event Source: W3SVC
Event Category: None
Event ID: 36
Description: The server failed to load application '/LM/W3SVC/1/ROOT/NEOSYS.
The error was 'Class not registered'.

=== Solution ===
So, what do you do ? This problem is related to Component Services, and when you open Component Services MMC, you will most probably get Error Code 8004E00F COM + was unable to talk to Microsoft Distributed Transaction Coordinator. So, fix the COM+ services first by using the following KB from Microsoft (PRB: Cannot Expand "My Computer" in Component Services MMC Snap-In http://support.microsoft.com/?id=301919):

To resolve this problem, reinstall Component Services as follows: WARNING:
# Open registry editor, locate HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\COM3, and then delete this key.
# From the Start menu, point to Settings, click Control Panel, and then click Add/Remove Programs.
# Click Add/Remove Windows Components.
# Proceed through the wizard, and accept all of the defaults (including IIS)
# Restart the computer.

If the above didn't solve it, and you still receive the 'Class not registered' error message, then you need to recreate the IIS packages in COM+, try

# Delete IIS related package in Component Services MMC
# IIS In-Process Applications
# IIS Out-of-Process Pooled Applications
# IIS Utilities

Next, if you still get the message, try following before re-install IIS if you can't find Distributed Transaction Coordinator in your Services console.

Launch command prompt and run the following command.
# msdtc -install
# net start msdtc

Then try re-install IIS.

This should solve the problem

== Enabling File Security option on Win XP Professional ==

=== Problem ===

In the Properties of any folders, the Security option does not show, hence you cannot modify the Read, Write options.

=== Solution ===

The solution would be to untick the 'Simple File Sharing' option from Tools > Folder Options > View:
[[Image:simplefilesharingoff.jpg]]

== B10 & B12 Errors ==

These errors are in the software and should be immediately escalated to the programmer.

== Internet Explorer Menu, View, Text Size doesnt change font size as expected ==

Cause: This is because the font size is now user definable in NEOSYS and View, Text Size does not override predefined font sizes.

Solution: If you are using Internet Explorer 7 you can scale the screen (including the font size using ctrl + and ctrl - keyboard shortcuts or the font size button on the bottom right hand side of the window.

You can adjust the font size on the User Details form when you login although this permanently applies to all forms not just the one that you are on.

== Error on process window "Not enough string space - Out of Memory" ==

=== Message ===

‘RTP27’ Line 1. [B29] Not enough string space – Out of Memory.

Not enough memory to execute Debugger; current program aborted.
Press any key to continue

[[Image:out_of_memory.jpg]]

=== Cause ===
Unknown perhaps related to some large document or report

=== Solution ===
Ask users for any hanging transactions.
None other than closing and starting another process

== Uploaded jpg files fail to display in internet explorer ==

Some large jpg files > 2Mb cannot be viewed in internet explorer despite being viewable in image preview, ms paint and other viewers/editors. It is not an issue caused by uploading or downloading the files.

These file appear to have been created on Photoshop CS Macintosh and may be a special type of uncompressed jpg used for production quality files.

=== Partial solution ===
Before uploading the files, open them in some editor like MS Paint (right click, edit) and save them. However this results in a loss of quality. Perhaps there is some program that can convert these files to a format understandable by Internet explorer without any loss of quality.

== "You have attempted to write to a read-only file" ==

=== Message ===

Error while writing data.
You have attempted to write to a read-only file.
- or -
access to the file has been denied by the operating system.
(operating system file name: "..\DATA\ADLINEC\ADAGENCY\REV76467.OV00012618")

=== Cause ===

It is almost certainly due to some third party backup or other maintenance software opening the NEOSYS database files when it shouldn't e.g. badly configured third party backup scheduled to backup NEOSYS while NEOSYS is still running. Note that the exact filename varies each time.

=== Solution ===

This can be a serious error that causes damaged files in NEOSYS especially if the filename ends in .OV. Use the usual methods of checking for damaged files e.g. do a backup which also looks for damaged files BUT DO NOT OVERWRITE THE LATEST BACKUP SINCE IT MAY BE REQUIRED for restoration. Then fix the damaged files using the usual methods e.g. by rebuilding/using
FIXFILE or restoring databases.

=== Prevention ===

Remove the third party backup or other maintenance software or reschedule it to run at a time that NEOSYS is shutdown. Removal of software may require hunting through the windows process list for unexpected programs running.

== Resolving "Cannot backup/restore because PROCESS1 PROCESS2 (etc) is/are online" message ==

This can happen for a variety of reasons if all the NEOSYS processes fail to close down at backup time

# NEOSYS maintenance windows are left open.
# NEOSYS processes hang due to software error.

== How to kill hung NEOSYS processes ==

NOTE WELL: If you kill actively working NEOSYS processes (those which are "listening" and not hung/crashed) there is a reasonable chance that the database will be damaged and might need a restore losing possibly large amounts of work.

==== If NEOSYS processes are visible on the server desktop ====

Look for processes which don't have "Listening ..." on the last but one line. The times on the left hand side are frozen as at the time of the hang.

You can then click the X to kill the process and confirm that this is OK.

Example of a NEOSYS process that has hung due to a software error resulting in a failure to handle a complex query with a lot of brand codes.

[[Image:hungprocess.jpg]]

==== If NEOSYS processes are not visible on the server desktop ====

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on computer restart and no one has logged into the server. In this case it would be running in the background. Secondly in the case of Windows 2008, the processes always are hidden.

You can check if there are any hung processes from the NEOSYS Support Menu, List of Database Processes.
[[Image:databaseprocesseslist.jpg]]

In this case you should follow the below instructions - however all of them need to be done within 30 seconds of starting the first instruction to avoid inconvenience to the users. It is recommend that you keep relevant windows open before proceeding with the same:

#Shutdown NEOSYS by TEMPORARILY putting a file called GLOBAL.END in the parent directory of NEOSYS (if there is already a GLOBAL.END.TEMP file then rename it to GLOBAL.END). Leaving the file there would prevent NEOSYS from starting up again. Shutting down NEOSYS from the Support menu will not work because of the hung processes.
#Use Windows Task Manager to kill all the NTVDM processes - assuming that you have closed all the visible NEOSYS processes, then the NTVDM processes in the task manager would be the hung one.
#Delete GLOBAL.END or rename it to GLOBAL.END.TEMP
#Restart the processes back again. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

=== Temporary workarounds for hung NEOSYS processes ===
Until the error in the software is fixed users can often get their results by simplifying their requirements. For example select individual clients instead of selecting all the brands for a particular client. If the user has repeated his request (in forlorn hope that it would work finally) then the number of NEOSYS working NEOSYS processes will drop causing severe slowdown for other users and complete stop if all the NEOSYS processes hang.

== How to fix a NEOSYS process which opens up in a notepad instead of Microsoft Windows Based Script Host (i.e. DOS window)==

The NEOSYS process (cmd file) might open up in a notepad, instead of the usual black colour DOS window. This can be fixed by the following:

# Download and install the Windows Script 5.6/5.7 from the Microsoft Website
# Go to any folder, click on Tools > Folder Options > File Types and find the .JS and .JSE and change the default program to wscript.exe (from windows>system32)

== Resolving a 'Could not start' error on Scheduled Tasks in Windows Server 2000 SP4 ==

This error occurs because of a change that is made to the data that is stored in the credentials database when you install Windows 2000 SP4. Hence installing SP4 causes the the data that is stored in the credentials database to get converted to an SP4-compatible format. A registry key is configured to indicate that the data has been converted to the SP4 format.

Hence the Scheduled Tasks do not work sometimes. However the Scheduled Tasks works fine sometimes, but when you uninstall SP4, it does not work.

The best solution is to:

# Incase Scheduled Tasks do not work after installing SP4, then uninstall SP4 and it should be fine.
# Incase Scheduled Tasks works after installing SP4, and later after uninstalling SP4, it does not work, then install SP4 and it should be fine.

== Checking for server or NEOSYS crashes ==

#NEOSYS Maintenance Mode
#General Menu, Setup, Processes
#Select the dates and the option Detailed

This report shows a list of dates and times that NEOSYS logged in but did not log out properly.

Ignore the very latest entries since they represent the current NEOSYS processes. For example, if you have four NEOSYS processes running at the time that you get the report (including any in maintenance mode) then you can ignore the last four entries.

The date and time shows for each process that has failed to shutdown correctly when the process logged in. Versions of NEOSYS from January 2008 will also show the date and time that each crashed NEOSYS process was last active (heartbeat) so that the time of failure can be known.

If you see a bunch of NEOSYS processes all started up at around the same time but all failed to shutdown correctly then the cause will be a server failure - usually power failure.

Isolated one-off failures will be related to individual NEOSYS process crashes - most commonly caused by one of the following:

#NEOSYS hanging to due to software failure
#Manually exiting a NEOSYS process on the server either by pressing Ctrl+Alt+Del or clicking the "X" close icon/box and ignoring the warning
#Random server failures eg memory, disk etc

Example:

LOGIN 22/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:52 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 23/12/2007 08:53 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:00 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:01 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 06:02 NEOSYS SERVER ADAGENCY Current workstation
LOGIN 8/1/2008 13:51 NEOSYS SERVER NEOSYS Current user session

Interpretation:

The first four entries indicate that all four NEOSYS processes started at 06am were suddenly killed probably by power failure

The next four entries indicate that NEOSYS was restarted at around 08:52 and all these processes were AGAIN killed probably by power failure

The last four entries can be ignored because there were four NEOSYS processes running at the time that the report was generated

== Searching for word/number in the database files using maintenance mode ==

You can search for any word/number in the database files of NEOSYS, using the following command line:

F5
FIND FILENAME WORDWITHOUTANYSPACES

For eg:
FIND CURRENCIES 1.1
(here you are searching for the number 1.1 in the currencies file) You CANNOT search for a phrase ie include spaces like this.

Or you can also type:
FIND FILENAME <enter>
and it will ask you what you want do to search. You can enter an exact phrase with spaces.

Incase you do not know the filenames, you can enter the following command to see all the filenames in the system:

F5
LF

== NO LOCK RECORD error when working on NEOSYS ==

=== Error Message ===

The following error message appears:

Cannot save "DOCUMENT NAME" because:
Somebody has updated this record.
Your update cannot be applied.
This session id does not agree "NO LOCK PERIOD"

=== Possible Causes and Solutions ===

1. There is some other error in NEOSYS software while saving the record.
Probably another error message would come before this one and that message should be sent to NEOSYS in order to solve the actual problem.

2. There has been a temporary loss of connection to the server for some period of time.
The NEOSYS web page needs to periodically "refresh" the exclusive lock on the document being edited. If NEOSYS cannot perform the refresh it may lose the rights to save the document.

Loss of connection could be for a huge variety of reasons including server, network, and workstation failures.

3. Bad Internet Explorer Configuration
Loss of cookies etc due to third party software (internet toolbars/spyware etc)

Reset Internet Explorer to factory settings.

== Troubleshooting the NTVDM Hard error when opening up NEOSYS processes ==

=== Error Message ===

The following error message appears:

[[Image:ntvdm.jpg]]

NTVDM encountered a hard error

=== Solution ===

This error is caused by missing or corrupt Windows system files (i.e. command.com, autoexec.nt and config.nt). The solution is to run a program called XP FIX which will reinstall these missing files. You can download it form http://www.visualtour.com/downloads/xp_fix.exe

Sometimes even after running the XP FIX program the error still appears. Then you need to copy all the files under C:/windows/repair to C:/windows/system32 and in the autoexec.nt and config.nt put REM before any lines there which don't have it.

== Troubleshooting a Service Unavailable message on Internet Explorer when opening up NEOSYS ==

=== Error Message ===

The following error message appears in Internet Explorer when you try to open up NEOSYS:

Service Unavailable

=== Solution ===

Open the IIS Manager, right click Web Sites and select properties:
[[Image:serviceunavailable1.jpg]]

Switch to the Service Tab and tick the "Run WWW Service in IIS 5.0 Isolation Mode".
[[Image:serviceunavailable2.jpg]]

You will be asked for Restart of IIS. Click yes to restart IIS. If you are not asked just restart IIS.

== Inspecting IIS log files ==

At a windows command prompt:

c:
cd \Windows\system32\LogFiles\W3SVC1

or

%SystemDrive%
cd %SystemRoot%
cd system32\LogFiles\W3SVC1

then (substituting the ip number you are interested in)

find "192.168.1.55" *|sort>temp.log

Open temp.log in Excel and use Tools, Data, Text to Columns to split into columns using options "Delimited" and check split on Space.

Autowidth all columns by clicking on the top left box just outside the data to the left of column A and above column 1 then double click the column separator to the right of column "A"

Note that times and dates are in UTC/GMT so you have to add/subtract your timezone offset to get local times.

== Fixing NEOSYS processes that do not auto start / Recovering from incorrect advanced date or time ==

=== Problem explained ===
After starting up the 1st process, the rest of the processes don't start up.

=== Solution ===

The possible cause for this could be that the system date/time might have been changed - either manually or by the auto synchronization. Do the following checks in the sequence of order:

# Check for any .$* files (* is a number, the highest being the latest one). If it shows OK, then proceed ahead.
# Check for any .end files and delete it to rename to .end.temp
# Check the System Event Viewer log for any 520 or 577 error message (refer http://128.175.24.251/forensics/timechange.htm). Also check for any out of sequence / ahead of today date or time.
# In case of no 520 or 577 error message, go to Administrative Tools > Local Security Policy > Local Policies > Audit Policy > Audit Privilege use - make sure that Success and Failure are selected under this (this will ensure that future changes to the date/time are recorded in the System Log).
# In NEOSYS maintenance mode - F5 ED PROCESSES %UPDATE% - and see what it says, incase of any text there, that means that for sure the system date has been changed.
# Now to fix this, in maintenance mode again enter - F5 DELETE PROCESSES "%UPDATE%"

== Recognising and Solving Low Memory Problems ==

Quick Note: Installing a server class operating system on a workstation class computer with the intention of NEOSYS serving a heavy load is likely to cause problems with low memory.

Quick Fix: Disable *ALL* non-essential features in the power-on setup menu.

=== Effects ===

It is speculated but not proven that low memory may cause NEOSYS to fail by hanging, causing damaged files etc.

=== Checking ===

F5
MEMORY

On server class machines it should say somewhere around 350Kb to 370Kb Free

Some server class machines have around 330Kb and sometimes even less with no reported problems

The actual effect of low memory is supposed to make NEOSYS slower and perhaps cause hanging and damaged files however this has not been proven in an specific case so far.

On workstation class machines it may often say around 280Kb to 300Kb.

=== Cause ===

Although there is plenty of real memory in virtually all computers now, NEOSYS runs in the legacy 16 bit virtual memory space of a windows mode called NTVDM. This is limited to 1Mb plus 4Mb of EMS memory.

The 1Mb memory space is shared with:

#Various non-essential windows drivers which NEOSYS automatically disables them in autoexec.nt
#Various plug and play hardware device drivers for the various adapters in the computer like video, network adapters and various other items that NEOSYS is unable to disable.

In a server class computer the hardware device drivers are usually minimally present in the 1Mb base memory and do not therefore DOESNT a low memory situation for NEOSYS.

In workstation class computers there are often many hardware device drivers present in the 1Mb base memory and this DOES causes a low memory situation for NEOSYS.

When NEOSYS is installed on workstation class computers with XP there is usually not a heavy load expectation and therefore the low memory does not cause a problem.

If Windows Server OS is installed on a workstation class computer NEOSYS may well be expected to serve a heavy load with limited amounts of memory.

Workstation class computers: hardware drivers present and EMS is installed in low memory (0000-9FFF) causing low memory for NEOSYS and possible inability to

Server class computers: Usually few hardware drivers are present in high part (A000-FFFF) of the 1Mb base memory and EMS is able to occupy the high memory leaving the low part (0000-9FFFF) of the 1Mb memory free for NEOSYS. You can find out how much memory is available to NEOSYS and whether EMS is occuping high or low memory using the following sections.

=== Fixing Low Memory ===

Start, Run, notepad c:\windows\system32\autoexec.nt

Every time NEOSYS starts it tries to make some changes as follow:

#replaces all lines in C:/WINDOWS/SYSTEM32/AUTOEXEC.NT starting with 'lh ' to start with 'rem NEOSYS LH ' instead.
#changes the line in C:/WINDOWS/SYSTEM32/CONFIG.NT "files=..." to "FILES=200"

The replacement is case sensitive triggered on 'lh' and 'files' so if you manually edit the files and remove the rem or change the number of files and leave the LH and FILES in uppercase then NEOSYS will NOT make further changes. This allows you to do manual amendments to the files without NEOSYS overwriting them.

Check that NEOSYS has successfully disabled all the drivers in the lines starting with LH.

They should be commented out (prefixed) with REM or REM NEOSYS as follows.

After making changes reopen NEOSYS in maintenance mode to use the MEMORY and WHO commands again.

<pre>
REM Install CD ROM extensions
REM NEOSYS LH %SystemRoot%\system32\mscdexnt.exe

REM Install network redirector (load before dosx.exe)
REM NEOSYS LH %SystemRoot%\system32\redir

REM Install DPMI support
REM NEOSYS LH %SYSTEMROOT%\SYSTEM32\DOSX
</pre>

=== Allowing DOS programs that require DOSX to run on the same computer as NEOSYS ===

The automatic commenting out DOSX by NEOSYS will prevent some other DOS-like programs from running. If NEOSYS is on dedicated server then there should be no other such programs to fail. However, if you must allow DOS-like programs to work as well as NEOSYS you can do the following configuration:

#leave or restore the original AUTOEXEC.NT and CONFIG.NT files where they are
#copy them to another folder eg neosys folder
#make the necessary REM changes there by hand
#right click the NEOSYS\NEOSYS\AREV.PIF and select properties
#change the location of the AUTOEXEC.NT and CONFIG.NT files in the following location

[[image:pifsettings.jpg]]

=== Checking EMS Memory Configuration ===

==== Inspection ====

F5
WHO

press the up arrow to get to the last part/page

===== Example of Typical Server EMS Memory =====
[[image:serveremm.jpg]]

===== Example of Typical Workstation EMS Memory =====
[[image:workstationemm.jpg]]

====Correction====

No easy way

Removal of hardware adapters designed for workstations instead of servers eg graphics cards and network cards.

Many of the devices may be located on the motherboard and not relocatable except possibly by BIOS configuration or special manufacturer information.

Use windows device manager, View: Resources by Connection, Open the Memory item and look for items between 000A0000 up to 000FFFFF that might give you a clue as to what hardware could be removed or reconfigured. Actually only 000C0000 to 000FFFFF is candidate for EMS memory since 000A000-000BFFFF is mandatory video memory in all systems.

[[image:devicemanager.jpg]]

== Resolving issue where NEOSYS processes do not start-up at all or start-up and close immediately ==

# Find if a file with the name global.end exists in the root directory of the NEOSYS installation. Eg D:\global.end . If you find such a file, rename it to global.end.temp - for more information on global.end and what it does refer to http://techwiki.neosys.com/index.php/Closing_NEOSYS_services
# If the above didn't fix the problem and NEOSYS still does not start, do a windows search for the entire NEOSYS folder for *.end (i.e. any file ending with .end extension). You may find a (databasecode).end file in D:\neosys\neosys folder which is created by the NEOSYS program during backup at 1 am and later on removed automatically. In this case NEOSYS program might have crashed during the backup and left this file behind. (databasecode).end files prevent other other NEOSYS processes starting up on the database while exclusive processes (like backup) are being done.

In case the above didn't fix the problem then escalate to the programmer immediately.

== Handling Change Backup message if the client does not use a USB backup device ==
DO *NOT* FOLLOW THIS PROCEDURE SINCE IS IT IS TOTALLY UNACCEPTABLE FOR NEOSYS TO SEND OUT A "BACKUP SUCCESS" MESSAGE WHEN THE BACKUP IS NOT BEING DONE PROPERLY. IN GENERAL, TAKING SHORT CUTS THAT MAKE THINGS APPEAR SATISFACTORY WHEN THEY ARE NOT IS VERY POOR POLICY.

IF THE CLIENT IS BACKING UP TO A NON-REMOVABLE DESTINATION THEN EITHER 1. LIVE WITH THE FAILURE MESSAGE OR 2. SUPPRESS THE BACKUP ENTIRELY IN WHICH CASE NO BACKUPS ARE BEING DONE AND PROBABLY THIS WILL SHOW ON NEOSYS PROACTIVE WARNING SYSTEMS LIKE NAGIOS.

# Basically most of the client use USB for Neosys server but there are some clients who do not use USB but save their backups in hard drive.
# As we know that backup take place in Data.bak folder but it do a backup only for a week in a single USB. Over here client do not use USB but save their backup in hard drive in Data.bak folder, once the week is over it will again give Change backup message.
# In this case rename the Data.bak folder to Data1.bak this is done because system read only Data.bak folder as it is configured in the system. When you rename Data.bak to Data1.bak it automatically create a new folder Data.bak in Backup drive.
# This process is done so that the backup should not fail then next day morning and backups are done in Data.bak folder.
# In the third week we will again see the same message Chang backup USB message so you need to rename Data.bak folder to Data2.bak
# But in fourth week you rename the Data1.bak to Data.bak and change the Data2.bak to Data1.bak and Data.bak to Data2.bak
# Keep only three folders and Data.bak, Data1.bak, Data2.bak and keep on renaming these folders every week as shown above.

== Closing processes that are not visible on the desktop or hidden ==

NEOSYS processes are most of the time visible on the desktop (i.e. the black dos windows) in Windows 2003 OS, except in the case that the process has been scheduled to start on restart and no one has logged into the server. In this case it would be hidden. Secondly in the case of Windows 2008, the processes always are hidden.

In these cases whenever there is a hung NEOSYS process - due to many reasons for eg low memory. In this case you should close all processes using the global.end method and then from the task manager kill any NTVDM processes and then restart NEOSYS. This should be done within 30 seconds from using the global.end method to avoid any inconvenience to the users. If there are many datasets then you need to restart them all well within the 30 seconds period.

In case of Patsalides, where we have a thousand datasets which start "on demand" i.e. usually on login; all you need to do is start one dataset which will restart all the other datasets "on demand". If there is no response within 30 seconds then one of the running datasets will start it up so there appears to be a 30 second delay when you login to one of the thousand datasets the first time on any one day.

== NEOSYS not updating Nagios ==

You find something like the following message in UPDATE.$WG in the neosys\neosys.folder

Connecting to 192.168.100.145:8080 failed: No such file or directory.

Where the above appears to be some non-functional http proxy server ip/port number and is not the expected nagios server ip number.

The windows command proxycfg shows the same ip and port

<pre>
D:\NEOSYS\NEOSYS>proxycfg
Microsoft (R) WinHTTP Default Proxy Configuration Tool
Copyright (c) Microsoft Corporation. All rights reserved.

Current WinHTTP proxy settings under:
HKEY_LOCAL_MACHINE\
SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\
WinHttpSettings :

Proxy Server(s) : 192.168.100.145:8080
Bypass List : 192.168.*.*;localhost;<local>

</pre>

=== Solution 1 - Remove the above setting to create a direct connection ===

To remove the registry entries that ProxyCfg.exe creates,
you must delete the WinHttpSettings value from the following registry key.

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings

After you do the above, confirm that the proxy details are deleted by running the proxycfg command.

Next, restart the NEOSYS processes for the changes to be affected.

=== Solution 2 – Configure a functioning proxy ip/port number ===

Use the proxycfg command to enter a working proxy ip/port number/exclusion list

http://msdn.microsoft.com/en-us/library/aa384069%28VS.85%29.aspx

After you do the above, confirm that the new proxy details are working by running the proxycfg command again.

Next, restart the NEOSYS processes for the changes to be affected.

Configuring NEOSYS for various language character sets

2010-10-21T14:29:45Z

Ashwin:

=== Configuring the NEOSYS server for various language character sets ===

NEOSYS currently allows only one of the following character set to be operational in a server at one time.

Although the user interface appears to allow entry of all and any character sets, when the user attempt to save the document they will get a error message if any of the characters are not in the currently configured server character set. This error would say "UNACCEPTABLE CHARACTERS".

*1250 (Central Europe) http://msdn.microsoft.com/en-us/goglobal/cc305143.aspx
*1251 (Cyrillic) http://msdn.microsoft.com/en-us/goglobal/cc305144.aspx
*1252 (Western Europe (Latin I) http://msdn.microsoft.com/en-us/goglobal/cc305145.aspx
*1253 (Greek) http://msdn.microsoft.com/en-us/goglobal/cc305146.aspx
*1254 (Turkish) http://msdn.microsoft.com/en-us/goglobal/cc305147.aspx
*1255 (Hebrew) http://msdn.microsoft.com/en-us/goglobal/cc305148.aspx
*1256 (Arabic) http://msdn.microsoft.com/en-us/goglobal/cc305149.aspx
*1257 (Baltic) http://msdn.microsoft.com/en-us/goglobal/bb964654.aspx
*1258 (Vietnam) http://msdn.microsoft.com/en-us/goglobal/cc305151.aspx
*874 (Thai) http://msdn.microsoft.com/en-us/goglobal/cc305142.aspx

You must configure the character set by choosing the language in Windows as described below.

The new language will work in addition to English and you need to restart the machine after you install the new language.

If they are not in agreement then sorting and indexing will be wrong. Running REINDEXALL after changing the character set will resolve some issues.

==== Windows 2008 ====

[[image:languageset.jpg]]

==== Windows 2003 ====

[[image:languageset2003a.jpg]] [[image:languageset2003.jpg]]

Procedures

2010-05-26T06:48:23Z

Ashwin:

File:Backup2.jpg

2010-04-20T12:41:43Z

Ashwin:

File:Backup1.jpg

2010-04-20T12:41:23Z

Ashwin:

Installing NEOSYS

2010-04-20T12:28:08Z

Ashwin:

[[Technical / Hardware requirements]]

[[Preliminary Check-list and other Misc items]]

[[Setting up TCP/IP filtering]]

[[Setting up Windows Firewall]]

[[Setting up and using remote support]]

[[Installing NEOSYS Service]]

[[Configuring Antivirus for NEOSYS]]

[[Configuring IIS]]

[[Setting up Dynsite / Dynamic IP update client]]

[[Benchmarking NEOSYS]]

[[Setting up HTTPS]]

[[Installing IE7 & IE8 Download Blocker]] ** not required for Windows 2008

[[Monitoring NEOSYS]]

[[Configuring NEOSYS automated backup]]

[[Installing EMS Magic on Windows 2008]]

[[Establishing Emergency Support Procedures]]

[[Setting up for non-latin characters]]

[[Configuring and Administering Multi-site Installations]]

[[Installing on Windows 7]]

[[Restricting usage of NEOSYS to licence period]]

[[Configuring NEOSYS for various language character sets]]

Preliminary Check-list and other Misc items

2010-04-20T12:27:18Z

Ashwin:

For Windows 2003 and 2008 - Refer to Installation Checklist to follow the order of doing it
# Make sure you have changed the default password to a strong one as per the guidelines
# Make sure that Windows is activated
# Make sure not connected to domain controller
# Away in a secure place and secure power cable
# No services like IIS and no server roles are installed
# Installed with more than one partition (C: D:)
# Make sure that the boot sequence is correct (CD,HDD,USB)
# Ensure the Windows CD/ I386 folder is copied to C Drive
# Make sure the system has a static internal IP address
# All high priority Windows updates from Microsoft are installed
# Automatic Windows update is configured for 3 AM
# Make all desktop icons visible (right click on desktop > Personalise > Change desktop icons and tick Computer, User Files, Network, Recycle Bin and Control Panel)
# Change the name of the server to NEOSYS
# In Tools > Folder Options > View – Tick Show hidden files and folders and Un-tick Hide extensions
# Check time zone and make sure it is set to the correct region of installation
# Disable Autorun (all drives) – Run > gpedit.msc > Computer Configuration > Administrative Templates > Windows Components > Auto Play Policies > Turn off Autoplay should be enabled for All Drives
# Enable Audit Privilege Use – Control Panel > Administrative Tools > Local Security Policy > Local Policy > Audit Policy > Audit Privilege Use – Tick both Success and Failure
# Rename D drive name to NEOSYS
# Create shortcuts for Computer Management, D drive, Scheduled Tasks and Command Prompt in the Quick Launch area

For Windows 2008 (additional)
# Rename Administrator to administrator (A should be in small caps)
# Disable complex password settings under Local Security Policy (under Administrative Tools)

Procedures

2010-04-20T12:15:10Z

Ashwin:

Procedures

2010-04-20T12:14:46Z

Ashwin:

Installing NEOSYS

2010-04-20T12:13:48Z

Ashwin:

[[Technical / Hardware requirements]]

[[Preliminary Check-list and other Misc items]]

[[Setting up TCP/IP filtering]]

[[Setting up Windows Firewall]]

[[Setting up and using remote support]]

[[Installing NEOSYS Service]]

[[Configuring Antivirus for NEOSYS]]

[[Configuring IIS]]

[[Setting up Dynsite / Dynamic IP update client]]

[[Benchmarking NEOSYS]]

[[Setting up HTTPS]]

[[Installing IE7 & IE8 Download Blocker]] ** not required for Windows 2008

[[Monitoring NEOSYS]]

[[Installing EMS Magic on Windows 2008]]

[[Establishing Emergency Support Procedures]]

[[Setting up for non-latin characters]]

[[Configuring and Administering Multi-site Installations]]

[[Installing on Windows 7]]

[[Restricting usage of NEOSYS to licence period]]

[[Configuring NEOSYS for various language character sets]]

Benchmarking NEOSYS

2010-04-20T12:12:40Z

Ashwin:

=== Measuring the speed of NEOSYS on the server ===

In NEOSYS maintenance mode press F5:

FILESPEED

Measures the speed at to create and delete a file with 1000x1Kb records - lower time is better

Example speed is 1 second on a high quality notebook 7200rpm Hitachi deskstar
Speeds less than 8 seconds are acceptable for small installations
Speeds less than 4 seconds are acceptable for larger installations
Antivirus usually needs to be configured to exclude OV or OV? files. See section [[Configuring Antivirus for NEOSYS]]

PROCSPEED

Measures the processor speed – higher speed is better

Example speed is 540K tests per second on an Intel Core Duo 1.8Ghz

MEMSPEED

Measures the memory speed – higher speed is better

Example speed is 27K tests per second on an Intel Core Duo 1.8Ghz with
667MHz DDR 2 SDRAM

=== Benchmarking the speed of NEOSYS over the network ===
# From Support > System Test – Test the Web server loopback with the option 100 from the Number of Times to repeat. This checks the connection to IIS - this has to be done from the server and also the user computer
# From Support > System Test – Test the NEOSYS application loopback with the option 100 from the Number of Times to repeat. This checks the connection to the NEOSYS database - this has to be done from the server and also the user computer

Results are to be noted in the installation check list.

=== Getting CPU characteristics ===

Intel Processor Identification Utility

http://downloadfinder.intel.com/scripts-df-external/confirm.aspx?httpDown=http://downloadmirror.intel.com/df-support/7838/eng/pidenu12.msi&agr=N&ProductID=528&DwnldId=7838&strOSs=All&OSFullName=All%20Operating%20Systems&lang=eng

Configuring IIS

2010-04-20T12:10:00Z

Ashwin:

After you have installed all the NEOSYS program files you need to configure IIS so that you can operate NEOSYS. Instructions are below.

== Configuring IIS for Windows 2008 ==

==== Installing IIS ====

First install IIS from Control Panel > Programs & Features > Turn Windows Features ON or OFF > Add Roles:
[[image:iis1.jpg]]

On the window that pops up click on next and you will get this screen, tick Web Server (IIS) - on the prompt click on Add Required Resources and then on Next:
[[image:iis2.jpg]]

On the next window, click on next until you get this window - tick ASP and ISAPI Extensions:
[[image:iis3.jpg]]

Click on Next and Finish

==== Configuring IIS ====
After successfully installing IIS, go to Control Panel > Administrative Tools > Computer Management > Services and Applications > Internet Information Services (IIS) > Machine Name > Sites > Default Website:

The first step is to create a virtual directory called neosys linked to D:\neosys\neosys.net:
[[image:iis4.jpg]]

Within the above neosys web site folder create a virtual directory called data linked to D:\neosys\data:
[[image:iis5.jpg]]

In the IIS Default Web Site create a another virtual directory called neosys.w3c linked to D:\neosys\neosys.w3c (only if timesheets for mac is required):
[[image:iis6.jpg]]

To allow file uploads – create a folder IMAGES under D:\neosys and within the neosys web site folder create a virtual directory called images linked to D:\neosys\images:
[[image:iis7.jpg]]

After you add all virtual directories the tree map of the Default Website should look as follows:
[[image:iis8.jpg]]

To configure file uploads besides adding the images directory, go under IIS > Default Website > neosys – click on Handler Mappings and delete the ISAPI you see there:
[[image:iis9a.jpg]]

Thereafter click on Add Script Map and fill in the details as follows – Request path: *.dll , Executable: D:\neosys\neosys.net\NEOSYS\dll\upload.dll , Name: ISAPI (once you click on OK click on YES to the confirmation box)
[[image:iis9b.jpg]]

Edit the hosts file under c:\windows\system32\drivers\etc\ - delete the # sign next to 127.0.0.1 localhost and incluide the # sign before ::1 localhost
[[image:iis10.jpg]]

File:Iis10.jpg

2010-04-20T12:06:56Z

Ashwin: