NEOSYS Technical Support Wiki - User contributions [en]

Configuring NEOSYS Finance System

2011-09-01T13:07:15Z

Sandeep.neosys:

== Deleting unwanted historical unposted batches prior to commencing finance module ==

This is irreversible so take a backup in case of errors. It is advisable to do this on test data first and then on main data. The process only deletes unposted records. At the time of writing, AF found no way to verify which exact version could be categorised as before or after 2009 and hence he suggests you should do this in test data first.

The instructions say LT 2008.12 or LT 0812 - "LT" means LESS THAN ie NOT including the period mentioned so it is the first period you want to KEEP!

=== NEOSYS versions after mid-2009 ===

==== Clearing both posted & unposted items ====

F5
SELECT BATCHES WITH YEAR_PERIOD LT "2008.12"
DELETE BATCHES
FLUSH.INDEX
SELECT VOUCHERS WITH YEAR_PERIOD LT "0812"
DELETE VOUCHERS
FLUSH.INDEX

UTIL - this prepares maintenance to run the next command
CHK.VINDEX ("0" for all periods and delete all missing voucher entries and clear all empty index records)
FLUSH.INDEX
CLEARFILE BALANCES

==== Clearing unposted items only ====

F5
SELECT BATCHES WITH YEAR_PERIOD LT "2008.12" AND WITH UNPOSTED
DELETE BATCHES
FLUSH.INDEX
SELECT VOUCHERS WITH YEAR_PERIOD LT "0812" AND WITH LASTACTION "D"
DELETE VOUCHERS
FLUSH.INDEX

UTIL - this prepares maintenance to run the next command
CHK.VINDEX ("0" for all periods and delete all missing voucher entries and clear all empty index records)
FLUSH.INDEX

=== NEOSYS versions before mid-2009 ===

==== Clearing both posted & unposted items ====

F5
SELECT BATCHES WITH YEAR_PERIOD LT "08.12"
DELETE BATCHES
FLUSH.INDEX
SELECT VOUCHERS WITH YEAR_PERIOD LT "0812"
DELETE VOUCHERS
FLUSH.INDEX

UTIL - this prepares maintenance to run the next command
CHK.VINDEX ("0" for all periods and delete all missing voucher entries and clear all empty index records)
FLUSH.INDEX
CLEARFILE BALANCES

==== Clearing unposted items only ====

F5
SELECT BATCHES WITH YEAR_PERIOD LT "08.12" AND WITH UNPOSTED
DELETE BATCHES
FLUSH.INDEX
SELECT VOUCHERS WITH YEAR_PERIOD LT "0812" AND WITH LASTACTION "D"
DELETE VOUCHERS
FLUSH.INDEX

UTIL - this prepares maintenance to run the next command
CHK.VINDEX ("0" for all periods and delete all missing voucher entries and clear all empty index records)
FLUSH.INDEX

== Deleting selected vouchers from open item statements ==

This may be useful in fixing some types of cross check balance errors. It must be done in maintenance mode using F5.

=== Method 1 - Recreation ===

Delete all and rebuild using CHK.ALLOC. This method is the easiest but takes longer and cannot be done while users are online.

AAAA is the ORIGINAL account no and CCC is the company code

DELETE VOUCHER.INDEX *AAAA*CCC

CHK.ALLOC

=== Method 2 - Editing ===

Direct editing using Ctrl+G, Ctrl+D, F9 and Esc.

WARNING: You can easily delete the wrong entries. If so then use Method 2 to recover.

WARNING: Do not remain in edit long if there are users online who might post to this account and company otherwise their posting will hang and maybe crash resulting in unrecoverably corrupt finance data requiring restoration of a backup and loss of all users work since the last backup.

After you list the vouchers in step 2 you will be able to see which ones (lines) you need to delete. The order in the edit is the same as the order in the list. Delete in reverse order, last lines first so the order is unchanged until you delete a line.

AAAA is the ORIGINAL account no and CCC is the company code

SELECTVOUCHERS AAAA 1
LIST VOUCHERS DATE VOUCHER_PERIOD
ED VOUCHERS *AAAA*C

==How to delete a company from the dataset?==

This procedure can only be done by NEOSYS staff in the maintenance mode.

Login to the maintenance window.

Go to Finance menu, select the company file. To get the company details on the screen enter the code in the company cod field.

To delete the company press Alt + D and confirm once again after you get the screens as shown below:

[[File:Company_file.jpg]]

Once you confirm the above step, system will pop-up a message with the three options as below:

[[File:Company_file1.jpg]]

Select the appropriate option to delete the company.

Troubleshooting NEOSYS Finance System

2011-09-01T13:05:17Z

Sandeep.neosys:

== Cross-Year Cross Check Balance Warnings ==

When you use Opening Balance Journals, NEOSYS does not guarantee that the opening balances of one year match the closing balance of a prior year. This occurs quite normally and commonly occurs in two situations described below.

Regardless of the cause, in such cases, any statement or ledger account of movements (not open items) that crosses the disjoint years will have a "cross check balance" note at the bottom of the account. A cross check balance warning is just a warning that the closing balance of the account (as calculated from a simple total of the opening balance in the old year plus all transactions) does not agree with the actual account balance according to the trial balance in the new year.

If the opening balance of the account in the second year is not equal to the closing balance in the prior year then logically the two years cannot be viewed as a single continuous account and agree with the trial balance.

=== Producing Historical Accounts ===

When you start up a company in one year using Opening Balance Journals then the closing balances of the prior years remain zero. If you thereafter start to post into prior years, the closing balances of those years will remain in disagreement with the opening balance of the following years.

=== Opening Balance Journals ===

If you post Opening Balance Journals into one year for any reason, they are not posted into prior years. Therefore the opening balances of the amended year become different from the prior year.

In this respect, auditors amendments to opening balances should be posted as normal journals in the final period of the prior year and not as Opening Balance Journals in the current year.

=== Solution ===

If you wish to obtain cross-year accounts between years, and you wish such account's balances to agree with the later year trial balance, then you must arrange for the closing balances of the prior years to agree with the opening balances of the following years.

To do this, ensure that any Opening Balance Journals that are posted into any particular year are also posted into all prior financial years of interest.

== Editing and Reposting Vouchers ==

WARNING: Can cause effectively irreversible damage to the finance database requiring restoration of a suitable backup causing loss of data and/or total loss of database if backup not available.

It is almost impossible to edit and repost vouchers and keep the audit trail correct so this procedure is of limited use. The stages are UNPOST, EDIT, REPOST.

Must be done on test data and advisable to run CHK.VOUCHERS afterwards.

=== UNPOST ===
F5
UNPOST XXX*YYYYY*ZZZ

Where:
*XXX is the voucher type/journal code
*YYY is the voucher number
*ZZZ is the company code

Any problems with the voucher might generate messages but the problems will be reverse the problems which must have occurred when posting the voucher in the first place.

=== EDIT ===
F5
ED VOUCHERS XXX*YYYYY*ZZZ

For example, if due to a neosys system error, the ZZZ999 suspense account has been used instead of some missing internal system accounts like exchange gain/loss accounts then you can insert the correct account.

Change line 8 (which contains the account numbers) from:

REZO²REZO²BMDI²BMDI²²

to

REZO²REZO²BMDI²BMDI²EXDI²EXDI

where EXDI is the A/c No. of the Exchange Difference A/c.

F9, ESC to save and exit

=== REPOST ===

F5
REPOST XXX*YYYYY*ZZZ



== Using Finance Maintenance Mode fixing tools ==
Do not do mass fixes eg “Add/Delete ALL xyz” options from a year in the past eg 2007 while only checking accounts for 2009. You must CHECK EVERYTHING THAT YOU REQUEST TO BE FIXED.

The various fixing tools like CHK.ALLOC etc are impossible to make safe in all circumstances so if you don’t really know what you are doing you assume the WORST not the BEST with these fixing tools.

''CHECK EVERYTHING YOU “FIX”!!!''

IF YOU DO NOT FOLLOW INSTRUCTIONS CAREFULLY YOU CAN END UP MODIFYING AUDITED ACCOUNTS AND IT WILL TAKE DAYS FOR PROGRAMMERS TO TRY AND CORRECT THE DAMAGE YOU CAUSE OR EVEN REQUIRE A RESTORE OF A BACKUP CAUSING LOSS OF MANY DAYS WORK TO THE CLIENT



== Fixing "Cross Check Balance" warnings using CHK.ALLOC ==

Cross Check Balance Message on an account means the total of the outstanding items in an account does not match the balance as in the movement - typically the outstanding shows a higher balance than the balance in the movement, but might not always be the case. The reasons why this may happen is because of the following:

*Reposting journals containing allocated items (which NEOSYS doesnt handle in all circumstances)
*Failing to clear open item accounts on a regular basis where the number of postings is high

This procedure only applies to CCB on the outstanding item type statements which are the more common problem. CCB on movement accounts are rarer, more serious and cannot be fixed by this procedure.

This might not always fix the CCB warnings and hence you will need to escalate to the programmer.

!!! WARNING This is a dangerous procedure. IF YOU DO NOT FOLLOW INSTRUCTIONS CAREFULLY YOU CAN END UP MODIFYING AUDITED ACCOUNTS AND AUDITORS/ACCOUNTANTS AND IT WILL TAKE DAYS FOR PROGRAMMERS TO TRY AND CORRECT THE DAMAGE YOU CAUSE!

This can be run while other users are online.

DO THIS ON TESTDATA FIRST

This exact procedure restores vouchers missing from open item accounts. This can be caused by:

F5
UTIL (nothing happens at this stage as its a background process and gives you access to the next command)
CHK.ALLOC

Minimum voucher year.period?

Generally go back as little as possible to cover vouchers that might be missing from O/I accounts.

Which account do you want or blank for all?

You MUST press Esc to search for all accounts. Entering one account WILL NOT WORK since it will only check vouchers already on the open item accounts and we are looking for those that are missing.

IGNORE OR RESPOND NEGATIVELY to all messages or questions EXCEPT the following:

Missing from O/I index?

Select "Yes" or "Yes to all"

=== Meaning of other messages ===

The following message pair does not usually cause cross check balances and indicates that they have cancelled some foreign currency allocation since allocation should not cause and change in rate.

IN*175510*C 20/01/08 ALMA 4/2 REC*4440*C allocation base outstanding -7326.15 expected -6762.60 (-563.550,.08333333)
IN*175510*C 20/01/08 ALMA 4/2 REC*4440*C allocation changed exchange rate from .08333333 to .07692308

Following MUST choose "Leave all" otherwise risk damage to closed audited prior year accounts:

Account numbers do not agree. Delete the allocation?

Following MUST choose "Leave all" otherwise risk damage to closed audited prior year accounts:

Allocation is missing ?

Choose "Skip further Warnings" for the following message:

Amounts do not agree - please fix manually

=== Re-enabling CCB warning mail notifications ===
NEOSYS is pre-configured to send out email notifications (to the same group of people who receive the backup alerts) when a Cross Check Balance (CCB) warning is found for the first time on an account. That means there will be only 1 email notification irrespective of the times the warning occurs until it is fixed.

After the CCB is fixed or after clearing or otherwise eliminating the same, you need to delete the CCB file in D:\neosys\neosys to re-enable NEOSYS to resend notification by email after it discovers CCB warnings on that account again in the future.

== Fixing "Cross Check Balance" warning using CHK.VINDEX ==

YOU MUST READ AND APPLY THE GENERAL INSTRUCTIONS WRITTEN FOR CHK.ALLOC AS WELL FOR CHK.VINDEX

This program can fix a few CCB warnings that CHK.ALLOC cannot - including some in balance forward type accounts (ie not open item/outstanding item accounts) .

Not all the possible fixes are described here and any messages which are not described here should be responded to NEGATIVELY!

=== Different account - Delete the index entry?===

<pre>
"*MEVEJ*FZ" L=232 V=REC*461*FZ 05/07/09 B=447 "MEVEJ"
different account "ADVOPME"
Delete the index entry?
───┬─────────────────────────────────────────────────────────────
1>No
2│None
3│Yes
4│All
</pre>

Select Yes.

== Using CHK.POST to fix some types of Cross Check Balance (CCB) errors ==

This program adjusts the balances in the trial balance reports (which also show in the “Cross Check Balance phrase on the Detailed Ledger Accounts) to match the vouchers found in the voucher file. Note that CHK.ALLOC and CHK.VINDEX have no effect on these figures and instead amend the transactions shown on the Detailed Ledger Account - and thereby the totals on the same report so that they agree with the CCB amount and thereby the conflict is resolved.

Most CCB in NEOSYS are related to problems on outstanding item accounts and are fixed with the CHK.ALLOC program. More rarely, problems occur in the movement accounts and are fixed with the CHK.VINDEX program - although this can also fix some errors in outstanding item statements. Even more rarely will the problem be on the Trial Balances/CCB balances and can be fixed with this CHK.POST procedure

WARNING! This solution may make things worse so don’t use on live data unless EXHAUSTIVELY checked that everything is ok on test data first.

WARNING! Don’t go back and “correct” previous years which have been closed because auditors expect them never to change (EVEN IF THEY ARE WRONG!) and it can be impossible to put them back “wrong” if you “correct” them.

WARNING! If you correct previous years then you must rerun the Open New Year procedure for all prior years and this procedure is not documented and can only be run by programmers at the moment.

#In maintenance mode press Alt+1
#Enter the range of periods that you want to check/adjust the trial balance for e.g. 1/9-7/9 for 1st Period of 2009 up to the 7th period of 2009.
#Press F9 and Esc
#Press F5 and type CHK.POST
#What stage to start at? Choose “Select Vouchers”
#Clear the updated balances file? Choose “Clear it”
#OK to Start? … OK
#If there are any discrepancies found between the Trial Balance Balances/CCB balances … and the Vouchers in the file you will get some fairly cryptic questions asking you, one by one, if you want to fix the balances.

IMPORTANT
#It is advised that you only fix the balances which refer to the accounts that you are concerned about. You will find the account number buried in the cryptic questions referred to above.
#If you fix subsidiary account balances then MAKE SURE that you also fix the control accounts balances (if you are prompted).

== B10 & B12 Errors ==

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== Reinstating Open Item Statements after Clear Open Items ==

WARNING: DO THIS PROCESS ON TEST DATA FIRST TO VERIFY THAT IT DOES NOT CAUSE CROSS CHECK BALANCE ERRORS

WARNING: THIS PROCESS MAY CAUSE CROSS CHECK BALANCE ERRORS BY REINSTATING "ANCIENT CORRUPT VOUCHERS"

"CHECK BACK" AS FEW YEARS AS NEEDED TO INCLUDE ALL VOUCHERS THAT COULD BE OPEN/OUTSTANDING AT THE DESIRED PERIOD.

It is not easy to know how far to "check back" for open items so go back two years initially unless it is known that there may be items outstanding from even earlier years.

=== 1. Check, solve, record all existing cross check balances ===

Restoring open items may create cross check balance errors so first you need to fix all EXISTING cross check balance errors in the database.

Do not proceed to the next step until this step is complete otherwise you will have no idea what problems were created by CHK.ALLOC and what problems were in the database before.

Expect no sympathy from programmers if you ignore this or fail to work on testdata first.

First print ***ALL*** open item ledger accounts to check for existing cross check balances in open item accounts.

Correct all "cross check balances" using the usual procedures to do so.

Note that cross check balances are unavoidable on some *extremely large* open item accounts. This does not mean that you can ignore cross check balances on merely large accounts. They must be fixed.

Save copies of the detailed ledger accounts of any *extremely large" open items accounts that you have not fixed their cross check balances.

=== 2. Edit back the Company File "cleared-upto period" ===

Complete this step quickly if users are working online - in order not to lock the company file for longer than it takes to change the "cleared upto period".

In maintenance mode, press F5. example company code X. Do this for all companies that need to.

ED COMPANIES X

change line 17 to be the last period (YYMM) desired to have been cleared.

DONT add or delete any lines!

F9, Esc

=== 3. Run CHK.ALLOC ===

This process can be run while users are working since there is a only a very slight chance that they will be posting the same account at the time that the program is updating its open item voucher index.

In maintenance mode press F5

CHK.ALLOC

Minimum is how far to go back. See explanation above.
<pre>
╔═══════════════════════════════════════╗
║ Minimum voucher year.period to check? ║
║ (0 for all) ║
║<200801 >║
╚═══════════════════════════════════════╝
</pre>

Which account do you want? PRESS ESC (or Enter+Esc)
<pre>
╔═════════════════════════════════════════╗
║ Which account do you want ? ║
║ ║
║ Give the account number or name, ║
║ or press [Enter] if not known. ║
║ (separate multiple entries with spaces) ║
║< >║
╚═════════════════════════════════════════╝
</pre>
Add it? ... Choose "Yes to All"
<pre>
╔═══════════════════════════╗
║ Missing from O/I index ║
║ Add it? (1.1KB) ║
║───┬───────────────────────║
║ 1│Yes ║
║ 2│No ║
║ 3>Yes to all <-THIS ONE ║
║ 4│No to all ║
║ 5│Yes to all *HAEX*FZ ║
║ 6│No to all *HAEX*FZ ║
╚═══════════════════════════╝
</pre>

=== 4. Check for cross check balances ===

Print ***ALL*** open item ledger accounts to check for any additional cross check balances in open item accounts.

If you have any ADDITIONAL cross check balances compared to those recorded in step 1, then you can rerun step 3 and "check back" a little earlier. Try one year earlier at a time - to avoid the problem of reinstating "ancient corrupt vouchers".

Upgrading NEOSYS

2011-08-29T13:30:18Z

Sandeep.neosys: /* Small Installations */

== Upgrading NEOSYS fully ==

=== Backing up prior to upgrading ===

THIS WHOLE BACKUP PROCEDURE IS MANDATORY

Make sure that all NEOSYS 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

=== 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.

Next run it.

=== 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

=== Installing ===

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.

=== 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.

=== 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.

== 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

Technical / Hardware requirements

2011-08-01T13:46:24Z

Sandeep.neosys:

=== Hardware requirements ===
# Entry level server dedicated to NEOSYS
# 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)

=== 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.

Procedures

2011-07-25T13:31:39Z

Sandeep.neosys: /* Cutting and Pasting NEOSYS Maintenance Mode Messages into Wiki */

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.

== 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.

=== 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]]==

==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>

File:Loginmessage.jpg

2011-07-25T13:28:29Z

Sandeep.neosys:

Procedures

2011-07-25T11:20:16Z

Sandeep.neosys:

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.

== 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.

=== 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]]==

==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, Copy .. not graphical copy.

Then cut and 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>

Handling damaged files

2011-07-21T08:07:13Z

Sandeep.neosys: /* Fixing damaged file that have a process to recreate 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

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.

Handling damaged files

2011-07-21T07:10:55Z

Sandeep.neosys: /* Fixing damaged file that have a process to recreate 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 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

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.

Configuring IIS

2011-07-04T08:19:16Z

Sandeep.neosys: /* Configuring IIS for windows 2003 */

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 2003 ==

'''Client Server:''' first step is to create a virtual directory called neosys linked to D:\neosys\neosys.net:

'''NL1 Server:''' Create a website called "clientname" linked to D:\hosts\clientfolder\neosys.net

[[image:figure1.jpg]]

[[image:figure3.jpg]]

In that folder > neosys > dll – change the Execute Permission to Scripts & Executables

A new window will pop up "IP Address and Port Setting" after completion of the above step.

'''Client Server:''' select *(All Unassigned)* from the drop down list of "Enter the IP address to use for the Web site" and keep the default port as 80.

'''NL1 Server:''' Select the static Ip from the drop down list of "Enter the IP address to use for the Web site" and enter then next port available and click on next.

[[image:Figure_2.jpg‎]]

'''Client Server:''' Within the above neosys web site folder create a virtual directory called data linked to D:\neosys\data:

'''Nl1 Server:''' Within the above clientwebsite folder create a virtual directory called data linked to D:\hosts\clientfolder\data:

'''(I haven’t got the screenshot because I can only get it once I create the above)'''

'''To allow file uploads'''

'''Client server:''' 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:

'''Nl1 Server:''' create a folder IMAGES under D:\hosts\clientfolder and within the client web site folder create a virtual directory called images linked to D:\hosts\clientfolder\images:

'''(I haven’t got the screenshot because I can only get it once I create the above)'''

== 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]]

Configuring NEOSYS Generally

2011-05-22T07:33:26Z

Sandeep.neosys:

== 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.

=== 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

Moving NEOSYS

2011-05-15T07:57:13Z

Sandeep.neosys: /* Reinstating live system from backup system and shifting back */

=== 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

Handling damaged files

2011-05-05T09:02:37Z

Sandeep.neosys: /* Files that are automatically fixed */

== 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?

== 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 ==

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.

== 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

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.

Technical / Hardware requirements

2011-04-28T14:06:54Z

Sandeep.neosys: /* Router requirements */

=== 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: (NO LONGER SUPPORTED FROM JAN 2011)

#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.

Procedures

2011-04-10T06:50:52Z

Sandeep.neosys:

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.

== 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.

=== 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.

== 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]]==

==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.

Troubleshooting NEOSYS Media System

2011-03-16T12:29:56Z

Sandeep.neosys: /* SOLUTION 2 */

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.
It occurs when the user puts in too many ads on one schedule without setting up the vehicle to allow the same.

An example of this error is as follows :

ERROR NO: B703 IN BOOKING.SUBS3 AT 1264
Variable exceeds maximum length.0

=== SOLUTION 1 ===

 The package solution 
This is the simplest solution. The idea is to put the ads as a package of ONE ad and put the gross unit price as the TOTAL price. 
The ONE ad for many ads is great for packages

=== SOLUTION 2 ===

 For mass advertising like online 

# Go to the respective vehicle file, and change the “Certification” field to “Summary” and save the file. (Refer Screenshot below)
# Now, Add a new line to the schedule as the changes made are ONLY reflected on a NEW line.
# If the schedule was not invoiced, then you may delete the line that was entered earlier by clicking on the delete line button, else click the "CLEAR" button to remove the ads that were entered for that line in the schedule.
# Re-enter the details on the newly added line in the schedule. i.e. Vehicle code, Specification / loading, dates, etc.
# Now book the ads on the schedule.

[[File:vehicle-certification1.jpg]]

There are other B703 messages which imply the same problem about too many ads, for eg:

"ERROR NO: B703 IN UPD.ADS" when saving schedules

"ERROR NO: B703 IN PRINTPLANS" when creating invoices.

"ERROR NO: B703 IN PRINTPLANS6" when printing schedules.

Installing NEOSYS Service

2011-03-15T13:38:00Z

Sandeep.neosys: /* Setting up daily scheduled tasks */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks

Note: Under Windows 2008 Standard you need to UNTICK highest privileges and UNTICK run whether user is logged in or not as shown in the screen shots that follow:

1. Create a task to start one Main database process at 6:00 am daily.

[[File:start1.jpg]] 
[[File:start2.jpg]] 
[[File:start3.jpg]] 

2. Create a second task to Copy Maindata to Testdata at 2:45 am daily.

[[File:copy1.jpg]] 
[[File:copy2.jpg]] 
[[File:copy3.jpg]] 

(For multiple sites on the same computer put the second site starting five minutes later at 6:05am, third site starting five minutes earlier at 5:55am, the third site starting five minutes later at 6:10am and so on.)

Once created, test them to see that they are working correctly by running them directly using right click- Run.

[[File:task1.jpg]] 

(Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).

Please note that test running “copy test data” should be avoided while users are online but there is no problem testing the “daily 6am startup task” at any time since it will just add an additional process.

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.

File:Task1.jpg

2011-03-15T13:37:33Z

Sandeep.neosys:

File:Copy3.jpg

2011-03-15T13:36:42Z

Sandeep.neosys:

File:Copy2.jpg

2011-03-15T13:35:10Z

Sandeep.neosys:

File:Copy1.jpg

2011-03-15T13:33:40Z

Sandeep.neosys:

File:Start3.jpg

2011-03-15T13:30:45Z

Sandeep.neosys:

File:Start2.jpg

2011-03-15T13:22:00Z

Sandeep.neosys:

File:Start1.jpg

2011-03-15T13:21:25Z

Sandeep.neosys:

Troubleshooting NEOSYS Finance System

2011-03-10T06:50:09Z

Sandeep.neosys:

=== Cross-Year Cross Check Balance Warnings ===

When you use Opening Balance Journals, NEOSYS does not guarantee that the opening balances of one year match the closing balance of a prior year. This occurs quite normally and commonly occurs in two situations described below.

Regardless of the cause, in such cases, any statement or ledger account of movements (not open items) that crosses the disjoint years will have a "cross check balance" note at the bottom of the account. A cross check balance warning is just a warning that the closing balance of the account (as calculated from a simple total of the opening balance in the old year plus all transactions) does not agree with the actual account balance according to the trial balance in the new year.

If the opening balance of the account in the second year is not equal to the closing balance in the prior year then logically the two years cannot be viewed as a single continuous account and agree with the trial balance.

==== Producing Historical Accounts ====

When you start up a company in one year using Opening Balance Journals then the closing balances of the prior years remain zero. If you thereafter start to post into prior years, the closing balances of those years will remain in disagreement with the opening balance of the following years.

==== Opening Balance Journals ====

If you post Opening Balance Journals into one year for any reason, they are not posted into prior years. Therefore the opening balances of the amended year become different from the prior year.

In this respect, auditors amendments to opening balances should be posted as normal journals in the final period of the prior year and not as Opening Balance Journals in the current year.

==== Solution ====

If you wish to obtain cross-year accounts between years, and you wish such account's balances to agree with the later year trial balance, then you must arrange for the closing balances of the prior years to agree with the opening balances of the following years.

To do this, ensure that any Opening Balance Journals that are posted into any particular year are also posted into all prior financial years of interest.

=== Editing and Reposting Vouchers ===

WARNING: Can cause effectively irreversible damage to the finance database requiring restoration of a suitable backup causing loss of data and/or total loss of database if backup not available.

It is almost impossible to edit and repost vouchers and keep the audit trail correct so this procedure is of limited use. The stages are UNPOST, EDIT, REPOST.

Must be done on test data and advisable to run CHK.VOUCHERS afterwards.

==== UNPOST ====
F5
UNPOST XXX*YYYYY*ZZZ

Where:
*XXX is the voucher type/journal code
*YYY is the voucher number
*ZZZ is the company code

Any problems with the voucher might generate messages but the problems will be reverse the problems which must have occurred when posting the voucher in the first place.

==== EDIT ====
F5
ED VOUCHERS XXX*YYYYY*ZZZ

For example, if due to a neosys system error, the ZZZ999 suspense account has been used instead of some missing internal system accounts like exchange gain/loss accounts then you can insert the correct account.

Change line 8 (which contains the account numbers) from:

REZO²REZO²BMDI²BMDI²²

to

REZO²REZO²BMDI²BMDI²EXDI²EXDI

where EXDI is the A/c No. of the Exchange Difference A/c.

F9, ESC to save and exit

==== REPOST ====

F5
REPOST XXX*YYYYY*ZZZ



=== Using Finance Maintenance Mode fixing tools ===
Do not do mass fixes eg “Add/Delete ALL xyz” options from a year in the past eg 2007 while only checking accounts for 2009. You must CHECK EVERYTHING THAT YOU REQUEST TO BE FIXED.

The various fixing tools like CHK.ALLOC etc are impossible to make safe in all circumstances so if you don’t really know what you are doing you assume the WORST not the BEST with these fixing tools.

''CHECK EVERYTHING YOU “FIX”!!!''

IF YOU DO NOT FOLLOW INSTRUCTIONS CAREFULLY YOU CAN END UP MODIFYING AUDITED ACCOUNTS AND IT WILL TAKE DAYS FOR PROGRAMMERS TO TRY AND CORRECT THE DAMAGE YOU CAUSE OR EVEN REQUIRE A RESTORE OF A BACKUP CAUSING LOSS OF MANY DAYS WORK TO THE CLIENT



=== Fixing "Cross Check Balance" warnings using CHK.ALLOC ===

Cross Check Balance Message on an account means the total of the outstanding items in an account does not match the balance as in the movement - typically the outstanding shows a higher balance than the balance in the movement, but might not always be the case. The reasons why this may happen is because of the following:

*Reposting journals containing allocated items (which NEOSYS doesnt handle in all circumstances)
*Failing to clear open item accounts on a regular basis where the number of postings is high

This procedure only applies to CCB on the outstanding item type statements which are the more common problem. CCB on movement accounts are rarer, more serious and cannot be fixed by this procedure.

This might not always fix the CCB warnings and hence you will need to escalate to the programmer.

!!! WARNING This is a dangerous procedure. IF YOU DO NOT FOLLOW INSTRUCTIONS CAREFULLY YOU CAN END UP MODIFYING AUDITED ACCOUNTS AND AUDITORS/ACCOUNTANTS AND IT WILL TAKE DAYS FOR PROGRAMMERS TO TRY AND CORRECT THE DAMAGE YOU CAUSE!

This can be run while other users are online.

DO THIS ON TESTDATA FIRST

This exact procedure restores vouchers missing from open item accounts. This can be caused by:

F5
UTIL (nothing happens at this stage as its a background process and gives you access to the next command)
CHK.ALLOC

Minimum voucher year.period?

Generally go back as little as possible to cover vouchers that might be missing from O/I accounts.

Which account do you want or blank for all?

You MUST press Esc to search for all accounts. Entering one account WILL NOT WORK since it will only check vouchers already on the open item accounts and we are looking for those that are missing.

IGNORE OR RESPOND NEGATIVELY to all messages or questions EXCEPT the following:

Missing from O/I index?

Select "Yes" or "Yes to all"

==== Meaning of other messages ====

The following message pair does not usually cause cross check balances and indicates that they have cancelled some foreign currency allocation since allocation should not cause and change in rate.

IN*175510*C 20/01/08 ALMA 4/2 REC*4440*C allocation base outstanding -7326.15 expected -6762.60 (-563.550,.08333333)
IN*175510*C 20/01/08 ALMA 4/2 REC*4440*C allocation changed exchange rate from .08333333 to .07692308

Following MUST choose "Leave all" otherwise risk damage to closed audited prior year accounts:

Account numbers do not agree. Delete the allocation?

Following MUST choose "Leave all" otherwise risk damage to closed audited prior year accounts:

Allocation is missing ?

Choose "Skip further Warnings" for the following message:

Amounts do not agree - please fix manually

==== Re-enabling CCB warning mail notifications ====
NEOSYS is pre-configured to send out email notifications (to the same group of people who receive the backup alerts) when a Cross Check Balance (CCB) warning is found for the first time on an account. That means there will be only 1 email notification irrespective of the times the warning occurs until it is fixed.

After the CCB is fixed or after clearing or otherwise eliminating the same, you need to delete the CCB file in D:\neosys\neosys to re-enable NEOSYS to resend notification by email after it discovers CCB warnings on that account again in the future.

=== Fixing "Cross Check Balance" warning using CHK.INDEX ===

YOU MUST READ AND APPLY THE GENERAL INSTRUCTIONS WRITTEN FOR CHK.ALLOC AS WELL FOR CHK.INDEX

This program can fix a few CCB warnings that CHK.ALLOC cannot - including some in balance forward type accounts (ie not open item/outstanding item accounts) .

Not all the possible fixes are described here and any messages which are not described here should be responded to NEGATIVELY!

==== Different account - Delete the index entry?====

<pre>
"*MEVEJ*FZ" L=232 V=REC*461*FZ 05/07/09 B=447 "MEVEJ"
different account "ADVOPME"
Delete the index entry?
───┬─────────────────────────────────────────────────────────────
1>No
2│None
3│Yes
4│All
</pre>

Select Yes.

=== Using CHK.POST to fix some types of Cross Check Balance (CCB) errors ===

This program adjusts the balances in the trial balance reports (which also show in the “Cross Check Balance phrase on the Detailed Ledger Accounts) to match the vouchers found in the voucher file. Note that CHK.ALLOC and CHK.INDEX have no effect on these figures and instead amend the transactions shown on the Detailed Ledger Account - and thereby the totals on the same report so that they agree with the CCB amount and thereby the conflict is resolved.

Most CCB in NEOSYS are related to problems on outstanding item accounts and are fixed with the CHK.ALLOC program. More rarely, problems occur in the movement accounts and are fixed with the CHK.INDEX program - although this can also fix some errors in outstanding item statements. Even more rarely will the problem be on the Trial Balances/CCB balances and can be fixed with this CHK.POST procedure

WARNING! This solution may make things worse so don’t use on live data unless EXHAUSTIVELY checked that everything is ok on test data first.

WARNING! Don’t go back and “correct” previous years which have been closed because auditors expect them never to change (EVEN IF THEY ARE WRONG!) and it can be impossible to put them back “wrong” if you “correct” them.

WARNING! If you correct previous years then you must rerun the Open New Year procedure for all prior years and this procedure is not documented and can only be run by programmers at the moment.

#In maintenance mode press Alt+1
#Enter the range of periods that you want to check/adjust the trial balance for e.g. 1/9-7/9 for 1st Period of 2009 up to the 7th period of 2009.
#Press F9 and Esc
#Press F5 and type CHK.POST
#What stage to start at? Choose “Select Vouchers”
#Clear the updated balances file? Choose “Clear it”
#OK to Start? … OK
#If there are any discrepancies found between the Trial Balance Balances/CCB balances … and the Vouchers in the file you will get some fairly cryptic questions asking you, one by one, if you want to fix the balances.

IMPORTANT
#It is advised that you only fix the balances which refer to the accounts that you are concerned about. You will find the account number buried in the cryptic questions referred to above.
#If you fix subsidiary account balances then MAKE SURE that you also fix the control accounts balances (if you are prompted).

=== B10 & B12 Errors ===

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

Troubleshooting NEOSYS Generally

2011-03-10T06:49:27Z

Sandeep.neosys: /* B10 & B12 Errors */

== 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

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

File:Vehicle-certification1.jpg

2011-03-09T14:40:02Z

Sandeep.neosys:

Troubleshooting NEOSYS Media System

2011-03-09T14:39:47Z

Sandeep.neosys:

Troubleshooting NEOSYS Generally

2011-03-09T14:05:12Z

Sandeep.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.

== 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.

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== 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.
# All the other B errors can be fixed in the software IF support can explain to programmers how to reproduce the error.

== 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.

 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

Troubleshooting NEOSYS Media System

2011-03-09T12:18:53Z

Sandeep.neosys: Created page with '== B703 Errors == The B703 error is usually always related to something too big for NEOSYS to handle. It occurs when the user puts in too many ads on one schedule without setti…'

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.
It occurs when the user puts in too many ads on one schedule without setting up the vehicle to allow the same.

An example of this error is as follows :

ERROR NO: B703 IN BOOKING.SUBS3 AT 1264
Variable exceeds maximum length.0

 SOLUTION 

The simplest solution is to put the ads as a package of ONE ad and put the gross unit price as the TOTAL price.

The more ideal way to do it is as follows :

# Go to the respective vehicle file, and change the “Certification” field to “Summary” and save the file. (Refer Screenshot below)
# Now, Add a new line to the schedule as the changes made are ONLY reflected on a NEW line.
# Kindly delete the line that was entered earlier.
# Re-enter the details on the newly added line in the schedule. i.e. Vehicle code, Specification / loading, dates, etc.
# Now book the ads on the schedule.

[[File:vehicle-certification.jpg]]

There are other B703 messages which imply the same problem about too many ads, for eg:

"ERROR NO: B703 IN UPD.ADS" when saving schedules

"ERROR NO: B703 IN PRINTPLANS" when creating invoices.

Main Page

2011-03-09T12:18:24Z

Sandeep.neosys:

<big>'''This is the Technical Support NEOSYS Wiki.'''</big>

== Technical ==

[[Installing NEOSYS]]

[[Moving NEOSYS]]

[[Upgrading NEOSYS]]

[[Configuring NEOSYS Generally]]

[[Configuring NEOSYS Finance System]]

[[Administering NEOSYS Server]]

[[Troubleshooting NEOSYS Generally]]

[[Troubleshooting NEOSYS Media System]]

[[Troubleshooting NEOSYS Finance System]]

[[Procedures]]

[[Checklists]]

Troubleshooting NEOSYS Generally

2011-03-09T12:16:38Z

Sandeep.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.

== 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.

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== 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.

 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

Troubleshooting NEOSYS Generally

2011-03-09T12:13:57Z

Sandeep.neosys: /* B703 Errors */

== 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.

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.
It occurs when the user puts in too many ads on one schedule without setting up the vehicle to allow the same.

An example of this error is as follows :

ERROR NO: B703 IN BOOKING.SUBS3 AT 1264
Variable exceeds maximum length.0

 SOLUTION 

The simplest solution is to put the ads as a package of ONE ad and put the gross unit price as the TOTAL price.

The more ideal way to do it is as follows :

# Go to the respective vehicle file, and change the “Certification” field to “Summary” and save the file. (Refer Screenshot below)
# Now, Add a new line to the schedule as the changes made are ONLY reflected on a NEW line.
# Kindly delete the line that was entered earlier.
# Re-enter the details on the newly added line in the schedule. i.e. Vehicle code, Specification / loading, dates, etc.
# Now book the ads on the schedule.

[[File:vehicle-certification.jpg]]

There are other B703 messages which imply the same problem about too many ads, for eg:

"ERROR NO: B703 IN UPD.ADS" when saving schedules

"ERROR NO: B703 IN PRINTPLANS" when creating invoices.

== 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.

 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

Configuring NEOSYS Generally

2011-03-09T08:20:53Z

Sandeep.neosys: /* Using autologin.sh */

=== 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)

=== Configuring backup procedures ===

See the System Configuration File on the NEOSYS Support Menu.

==== 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

=== 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

Installing NEOSYS Service

2011-03-09T07:48:54Z

Sandeep.neosys: /* Setting up daily scheduled tasks */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks

Note: Under Windows 2008 Standard you need to UNTICK highest privileges and UNTICK run whether user is logged in or not.

# Create a task to start one Main database process at 6:00 am daily.
# Create a second task to Copy Maindata to Testdata at 2:45 am daily.

(For multiple sites on the same computer put the second site starting five minutes later at 6:05am, third site starting five minutes earlier at 5:55am, the third site starting five minutes later at 6:10am and so on.)

Once created, test them to see that they are working correctly by running them directly using right click- Run.

(Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).

Please note that test running “copy test data” should be avoided while users are online but there is no problem testing the “daily 6am startup task” at any time since it will just add an additional process.

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.

Installing NEOSYS Service

2011-03-09T07:48:09Z

Sandeep.neosys: /* Setting up daily scheduled tasks */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks

Note: Under Windows 2008 Standard you need to UNTICK highest privileges and UNTICK run whether user is logged in or not.

# Create a task to start one Main database process at 6:00am daily.
# Create a second task to Copy Maindata to Testdata at 2:45 am daily

(For multiple sites on the same computer put the second site starting five minutes later at 6:05, third site starting five minutes earlier at 5:55, the third site starting five minutes later at 6:10 and so on.)

Once created, test them to see that they are working correctly by running them directly using right click- Run.

(Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).

Please note that test running “copy test data” should be avoided while users are online but there is no problem testing the “daily 6am startup task” at any time since it will just add an additional process.

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.

File:Vehicle-certification.jpg

2011-03-09T06:56:03Z

Sandeep.neosys:

Troubleshooting NEOSYS Generally

2011-03-09T06:55:37Z

Sandeep.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.

== 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.

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== B703 Errors ==

The B703 error is usually always related to something too big for NEOSYS to handle.
It occurs when the user puts in too many ads on one schedule without setting up the vehicle to allow the same.

An example of this error is as follows :

ERROR NO: B703 IN BOOKING.SUBS3 AT 1264
Variable exceeds maximum length.0

 SOLUTION 

The simplest solution is to put the ads as a package of ONE ad and put the gross unit price as the TOTAL price.

The more ideal way to do it is as follows :

# Go to the respective vehicle file, and change the “Certification” field to “Summary” and save the file. (Refer Screenshot below)
# Now, Add a new line to the schedule as the changes made are ONLY reflected on a NEW line. Kindly delete the line that was entered earlier.
# Re-enter the details on the newly added line in the schedule. i.e. Vehicle code, Specification / loading, dates, etc.
# Now book the ads on the schedule.

[[File:vehicle-certification.jpg]]

There are other B703 messages which imply the same problem about too many ads, for eg:

"ERROR NO: B703 IN UPD.ADS" when saving schedules

"ERROR NO: B703 IN PRINTPLANS" when creating invoices.

== 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.

 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

Troubleshooting NEOSYS Generally

2011-03-08T11:46:49Z

Sandeep.neosys: /* B10 & B12 Errors */

== 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.

The error might be displayed as follows :

ERROR NO: B10 IN DAYBOOK.SUBSX AT 133
Variable has not been assigned a value. Zero used.

This error should have said something like : "The ledgers are closed up to the period you have just tried to post" OR "Financial Year 2011 must be opened before you post into it."

Try again and you would see the exact message if you have not opened the new year as yet.

== 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.

 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

Installing NEOSYS Service

2011-03-03T12:45:39Z

Sandeep.neosys: /* Setting up daily scheduled tasks */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks
Note: Under Windows 2008 Standard you need to untick highest privileges and untick run whether user is logged in or not
#Main database 1 process starting at 6:00am. (Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).
# Copy Maindata to Testdata – 1 process at 2:45 am (For multiple sites on the same computer put the second site starting five minutes later at 6:05, third site starting five minutes earlier at 5:55, the third site starting five minutes later at 6:10 and so on.)
Once created, test them to see that they are working correctly by running them directly using right click- Run.

Please note that test running “copy test data” should be avoided while users are online but there is no problem testing the “daily 6am startup task” at any time since it will just add an additional process.

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.

Upgrading NEOSYS

2011-01-18T09:01:59Z

Sandeep.neosys: /* Downloading previous versions of NEOSYS */

== Upgrading NEOSYS fully ==

=== Backing up prior to upgrading ===

THIS WHOLE BACKUP PROCEDURE IS MANDATORY

Make sure that all NEOSYS 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.

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

=== 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.

Next run it.

=== 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

=== Installing ===

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.

=== 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.

=== 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.

== 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

Handling damaged files

2010-12-21T09:40:16Z

Sandeep.neosys: /* Solution */

== 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?

== 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.

== Fixing damaged file that have a process to recreate them ==

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.

== 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 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

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:

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.

Handling damaged files

2010-12-21T09:37:50Z

Sandeep.neosys: /* Files that are automatically fixed */

== 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?

== 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. 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.

== Fixing damaged file that have a process to recreate them ==

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.

== 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 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

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:

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.

Handling damaged files

2010-12-21T09:30:35Z

Sandeep.neosys: /* Solution */

== 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?

== 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. 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 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.

== Fixing damaged file that have a process to recreate them ==

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.

== 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 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

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:

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.

Procedures

2010-12-12T09:25:54Z

Sandeep.neosys:

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

== 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.

== 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.

=== 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.

== 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]]==

==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.

Procedures

2010-12-12T09:25:28Z

Sandeep.neosys:

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

== 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.

== 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.

=== 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.

== 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]]==

==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.

File:Database unavailable.jpg

2010-11-10T13:43:22Z

Sandeep.neosys:

Troubleshooting NEOSYS Generally

2010-11-10T13:42:39Z

Sandeep.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.

== 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.

== 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.

 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

Installing NEOSYS Service

2010-11-09T11:31:29Z

Sandeep.neosys: /* Creating a .CMD file to copy maindata to testdata */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks
Note: Under Windows 2008 Standard you need to untick highest privileges and untick run whether user us logged in or not
#Main database 1 process starting at 6:00am. (Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).
# Copy Maindata to Testdata – 1 process at 2:45 am (For multiple sites on the same computer put the second site starting five minutes later at 6:05, third site starting five minutes earlier at 5:55, the third site starting five minutes later at 6:10 and so on.)

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.

Installing NEOSYS Service

2010-11-09T11:27:51Z

Sandeep.neosys: /* Creating a .CMD file to copy maindata to testdata */

= INSTALLING NEOSYS SERVICE =

Reference to X:\ in the notes below denotes the actual drive letter and needs to be replaced (eg D:\)

== Main installation: ==

Make sure NOT TO COPY an existing NEOSYS installation to another location and ONLY do a
completely new install with a fresh database, because copying a folder will copy a variety of
hidden configurations.

=== Installing NEOSYS on partitions ===
Good server management practice is to have separate partitions for operating system (C:) and data partitions (D:)

In the case of operating system reinstallation (which causes the loss of the C: partition) if NEOSYS programs and data were installed on D: can be preserved. If there is only one partition then NEOSYS programs and data will have to be backed up and restored.

==== Multiple Partitions ====
NEOSYS should be installed on a different partition rather than the C drive for reasons already explained above (eg. D drive)

==== Single Partition ====
If there is only one partition then you have to inform the client to take the effort to reinstall the operating system or using third party repartitioning tools to create separate partitions.

=== Downloading and running installation files ===
# http://www.neosys.com/support/neosys.exe ... and unzip/install to X:\neosys
# http://www.neosys.com/support/neosys2.exe ... and install to X:\neosys

=== Creating shortcuts ===
In x:\neosys, make a shortcut called ‘Maintenance’ and link it to

x:\neosys\neosys\adagency.bat (for Adagency install)

or

x:\neosys\neosys\accounts.bat (for Accounts install)

=== Activating NEOSYS using authorization number ===

Start NEOSYS Maintenance, select Initial Backup and it will give a “Computer Number” and ask for an “Authorisation No”

Send the computer number to NEOSYS admin to get the authorization no.

If you cannot get the authorization number immediately then you can close NEOSYS and when you reopen NEOSYS it will still give the same computer number and accept the same authorization number.

=== Installing initial Database ===

Download the initial database file from http://www.neosys.com/support/BACKUP.ZIP and place it in D drive (or any other drive) - but make sure that this file exists in the root folder i.e. D:\BACKUP.ZIP

Next, click on the Maintenance icon, select BASIC DATA SET and type in the admin username and password. If the system does not prompt for a username and password,then go to Quit > Quit to next user and type the same in. If you do not enter with a username and password then NEOSYS will not allow you to restore the database. The first time when you enter maintenance you will get a command box (like when you do F5). If you do not get a command box, hit the F5 key to get one.

Go to General > Backup & Data Management, select Restore from disk or diskette (which is no 4), select D drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

Sometimes it may tell you that you cannot use FILEMAN as you are logged in as MASTER. Hence you need to hit the ESC key, go to General > Backup & Data Management > Restore from disk or diskette, select C drive (or whichever drive you put the backup.zip file in) and follow the prompts ahead.

After you have restored the BACKUP.ZIP file, it will ask you to switch to this database, say NO - because the switch to database option here brings you back to the BASIC DATA SET. Hence press the ESC button, type EXIT on the F5 prompt and startup maintenance again and this time select the STARTUP DATABASE. After you have logged in, go to General > Backup & Data Management > Delete a data set and delete the BASIC DATA SET.

==== Assigning database codes ====
It is necessary to make sure that the following guidelines are met while creating database codes:

#The code should be within 8 letters
#The client should be as recognisable as possible from the main database code
#The test database code should end with the TEST word and it is not necessary that it must be recognisable
#The test database code should always appear after the main database code at login

Examples of wrong and right database codes:

ALTO VISTA ADVERTISING
ALTOVIST and XALTTEST - right AVISTA and AVTEST - wrong (AVISTA not "as recognisable as possible")

CONTEXTURE ASSOCIATES
CONTEXT and XCONTEST - right CONTEXT and CONTEST - wrong (CONTEST alphabetically first in the login screen database drop down)

=== Creating a .CMD file to start NEOSYS Service: ===
(Note: change x to the correct drive you have installed NEOSYS on)

In x:\neosys create a file start MAIN-DATABASE-CODE.cmd (eg start ALTOVIST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database databasecode

(where databasecode is the code of the database)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

In x:\neosys create a file start TEST-DATABASE-CODE.cmd (eg start AVTEST.cmd)

x:
cd \neosys\neosys
Start neosys.js /system ADAGENCY /database testdatabasecode

(where testdatabasecode is the code of the testdatabase)
(also you need to replace ADAGENCY with ACCOUNTS if this is an accounts only installation)

TEST THAT THE FILES YOU HAVE CREATED CAN RUN SUCCESSFULLY

ENSURE THAT YOU DO NOT CLOSE THE PROCESS WINDOWS BY USING THE X BUTTON. HIT ESC 3 TIMES ON EACH WINDOW.

=== Differences for Pure Accounts Module Only Installations ===
Accounts module only has a slightly different startup command. In the above, replace '''/system adagency''' with '''/system accounts''' to startup a service and use '''accounts.bat''' instead of '''adagency.bat''' to start up maintenance. Other than that, accounts module setup is identical. Pure accounts clients are very few and tend not to upgrade often so care needs to be taken when upgrading. Upgrade is perhaps surprisingly done using the adagency.exe file.

=== Creating a .CMD file to copy maindata to testdata ===

In x:\neosys create a file copy MAINDATABASECODE to TESTDABASECODE.cmd

xcopy x:\neosys\data\maindatabasecode x:\neosys\data\testdatabasecode /s /y

eg. xcopy c:\neosys\data\ALTOVIST x:\neosys\data\AVTEST /s /y

Run this file to test that it works fine.

=== Setting up daily scheduled tasks ===
Automatic Schedules:
NEOSYS automatically shuts down at 1am (was 2am) every morning for backup. It closes all the running processes and backups up to the selected drive.

Manually Configured Schedules: to be done under Scheduled Tasks
Note: Under Windows 2008 Standard you need to untick highest privileges and untick run whether user us logged in or not
#Main database 1 process starting at 6:00am. (Use web access and go to Support Menu, System Configuration File to request 3 processes for main database and 1 for test database).
# Copy Maindata to Testdata – 1 process at 2:45 am (For multiple sites on the same computer put the second site starting five minutes later at 6:05, third site starting five minutes earlier at 5:55, the third site starting five minutes later at 6:10 and so on.)

=== Configuring NEOSYS to start automatically on server start-up / reboot ===
We no longer configure NEOSYS processes to start on reboot as we would like to know of the failures at the client side and hence whenever the server reboots we expect the client to inform us and we will start the process - or NEOSYS will start automatically next day at 6 am

Unfortunately using this method the NEOSYS processes are not visible when you login as a user.

[[Image:win_sch_task.jpg]]

Schedule a task to run the main database file whenever the computer starts. In Windows 2008 you need to tick the options - Run whether user logged in or not and Run with highest privilege.

Additional in Windows 2008: Tick Highest Priviledges and Run whether user logged in or not

== Installing and upgrading NEOSYS pure accounting systems ==

Basic installation using NEOSYS.EXE and upgrades using NEOSYS2.EXE are identical to the normal adagency installation process.

Differences are as follows:

# Maintenance shortcut to ACCOUNTS.BAT
# Process startup file contains "/system ACCOUNTS" instead of "/system ADAGENCY"
# Internet address is http://server/neosys/accounts.htm although it auto converts to http://server/neosys/default.htm??ACCOUNTS. Although not to be relied upon, the login page stores a cookie so even plain http://server/neosys or http://server/neosys/default.htm works thereafter until the cookie is lost. To get back to adagency login you use http://server/neosys/default.htm??ADAGENCY
# BACKUP.ZIP files created by ADAGENCY systems and ACCOUNTS systems are slightly incompatible with the result that restoring one in the other type of system will not work. NEOSYS programmers can convert from one type to the other but it is almost never required since any ad agency that only requires accounts only module is given the adagency version of NEOSYS and accounting only clients becoming ad agencies never happened.