Re: Vista Issues with 7.0 User tool.
We actually found out that it is his machine for some reason because we have other users with Vista that are having no issues. I have also found the issue with Spell checker but that always does not appear to happen with all vista installation. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Tuesday, December 16, 2008 5:25 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Here are few issues we've encountered at our site running User Tool v. 7.1 Patch 003 under Vista Enterprise Edition: (Sorry, Kevin, yours isn't one of them) If the user has spell check turned on and creates a ticket in which a spelling error is found, the spell check window comes up behind the Remedy client, which makes it appear that the Remedy client has hung. We don't have a fix, only a workaround: Alt-Tab to the spell-check window. (And there's a registry hack to revert to the classic Alt-Tab icons if you don't like the Vista default ones or find them to be hard to decipher. Just go to HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer and create a DWORD called AltTabSettings and set it to 1.) If your print-a-ticket option involves a Crystal Report, it sometimes prints 15+ copies of the ticket. We finally fixed it by having our print option create a ReportLink report and print that instead, but our IT department also found that there was a print driver option pertaining to spooling (and I'm sorry, but I forget the details off the top of my head) that would resolve this problem if you changed it from the default value. If anyone is interested, I can probably dig those details up. Kevin, for your problem, I'd just suggest some generic troubleshooting steps, if you haven't tried these already: 1. Can you tell if they're authenticating properly? 2. See if they have the same problem logging in from a different machine. That will at least help you narrow it down whether it's a machine problem or an account problem. 3. If it's clearly an account problem and they log in via a Preference Server, blow away the Preferences file and have them log in again so it recreates. 4. If it's a machine problem, clear out their local ARS cache (most likely c:\users\all users\ar system\home, though it can be under their own profile instead of all users if they elected to have Remedy available for just themselves during the installation process.) We've found that weirdness happens once the users reach 100+ folders in the local cache. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** We have other users using the same version on vista with no issues as well. I was just wondering if anyone had heard of anything or any fixes. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Tuesday, December 16, 2008 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Hi Kevin, I'm running the 7.0.01 patch 003 client tool on Windows Vista Enterprise edition and haven't had any errors. Perhaps you need a newer version? -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 1:28 PM To: arslist@ARSLIST.ORG Subject: Vista Issues with 7.0 User tool. ** We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor
Re: Vista Issues with 7.0 User tool.
Isn't it always out of our control? Sigh :) Good luck with it. Let us know your findings...I am sure many of us will hit the same issue at some point. Steve On Dec 17, 11:29 am, Begosh, Kevin kevin.beg...@lmco.com wrote: That is out of my control :) Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:28 AM To: arsl...@arslist.org Subject: Re: Vista Issues with 7.0 User tool. Not to be trite, but the solution is probably to downgrade to XP :). Our department took one look at the resource hog that is Vista, and the crap that is the new version of Office and ran screaming...thank god. But yeah, as someone else posted, the spellchecker caused some issues when we tested it out. There were others that screwed up apps, but they had more to do with drivers. Steve On Dec 16, 1:28 pm, Begosh, Kevin kevin.beg...@lmco.com wrote: We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
BMC says of course to upgrade to the new version of the user tool but we have everyone on the same version and many of them vista and many of them XP and this is the first we have heard of anything. It is something particular to this guys vista for some reason. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. Isn't it always out of our control? Sigh :) Good luck with it. Let us know your findings...I am sure many of us will hit the same issue at some point. Steve On Dec 17, 11:29 am, Begosh, Kevin kevin.beg...@lmco.com wrote: That is out of my control :) Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:28 AM To: arsl...@arslist.org Subject: Re: Vista Issues with 7.0 User tool. Not to be trite, but the solution is probably to downgrade to XP :). Our department took one look at the resource hog that is Vista, and the crap that is the new version of Office and ran screaming...thank god. But yeah, as someone else posted, the spellchecker caused some issues when we tested it out. There were others that screwed up apps, but they had more to do with drivers. Steve On Dec 16, 1:28 pm, Begosh, Kevin kevin.beg...@lmco.com wrote: We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
Kevin, This may be a long shot. Does the user have two monitors? I have seen strange issues when dual monitors are set up with #2 on the left and #1 on the right. In the admin tool especially I have experienced certain workflow windows only partially work if I have the Admin tool on screen #2. Move it to screen #1 or swap the screens orientation and all is well. HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, December 17, 2008 11:35 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. BMC says of course to upgrade to the new version of the user tool but we have everyone on the same version and many of them vista and many of them XP and this is the first we have heard of anything. It is something particular to this guys vista for some reason. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. Isn't it always out of our control? Sigh :) Good luck with it. Let us know your findings...I am sure many of us will hit the same issue at some point. Steve On Dec 17, 11:29 am, Begosh, Kevin kevin.beg...@lmco.com wrote: That is out of my control :) Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:28 AM To: arsl...@arslist.org Subject: Re: Vista Issues with 7.0 User tool. Not to be trite, but the solution is probably to downgrade to XP :). Our department took one look at the resource hog that is Vista, and the crap that is the new version of Office and ran screaming...thank god. But yeah, as someone else posted, the spellchecker caused some issues when we tested it out. There were others that screwed up apps, but they had more to do with drivers. Steve On Dec 16, 1:28 pm, Begosh, Kevin kevin.beg...@lmco.com wrote: We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
I tend to wonder if there's not a way to use Save Window Workspace to have the Remedy window open somewhere different from the spell-check window so you can at least see that it needs attention, but of course, that is a lot easier if the user has at least dual monitors. (I myself just got triples, and woohee is that ever fun ;] ) You can't assume based on the fact that other Vista users aren't having his problem that it's not an account problem. The only way to know for sure is to have him log in on a machine where another user is not having the problem. Or, have a user who is not having the problem but has access to the same Quick Links log in on his machine. Because regardless whether you have a working account on a problematic machine or a problematic account on a working machine, you're still going to have some sort of symptom, and you're a step closer to a solution if you are certain which one you're dealing with. Trust me, I did IT desktop support for nearly 10 years before I started testing Remedy, and I learned a lot about the importance of confirming my assumptions. Probably around 40% of the time when I was stuck on a problem, a faulty assumption was part of the reason. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, December 17, 2008 9:32 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** We actually found out that it is his machine for some reason because we have other users with Vista that are having no issues. I have also found the issue with Spell checker but that always does not appear to happen with all vista installation. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.commailto:kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Tuesday, December 16, 2008 5:25 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Here are few issues we've encountered at our site running User Tool v. 7.1 Patch 003 under Vista Enterprise Edition: (Sorry, Kevin, yours isn't one of them) If the user has spell check turned on and creates a ticket in which a spelling error is found, the spell check window comes up behind the Remedy client, which makes it appear that the Remedy client has hung. We don't have a fix, only a workaround: Alt-Tab to the spell-check window. (And there's a registry hack to revert to the classic Alt-Tab icons if you don't like the Vista default ones or find them to be hard to decipher. Just go to HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer and create a DWORD called AltTabSettings and set it to 1.) If your print-a-ticket option involves a Crystal Report, it sometimes prints 15+ copies of the ticket. We finally fixed it by having our print option create a ReportLink report and print that instead, but our IT department also found that there was a print driver option pertaining to spooling (and I'm sorry, but I forget the details off the top of my head) that would resolve this problem if you changed it from the default value. If anyone is interested, I can probably dig those details up. Kevin, for your problem, I'd just suggest some generic troubleshooting steps, if you haven't tried these already: 1. Can you tell if they're authenticating properly? 2. See if they have the same problem logging in from a different machine. That will at least help you narrow it down whether it's a machine problem or an account problem. 3. If it's clearly an account problem and they log in via a Preference Server, blow away the Preferences file and have them log in again so it recreates. 4. If it's a machine problem, clear out their local ARS cache (most likely c:\users\all users\ar system\home, though it can be under their own profile instead of all users if they elected to have Remedy available for just themselves during the installation process.) We've found that weirdness happens once the users reach 100+ folders in the local cache. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** We have other users using the same version on vista with no issues as well. I was just wondering
Re: Vista Issues with 7.0 User tool.
Yeah, that's kind of an important piece of the puzzle. ;] But it's good you thought of it. If my original suggestion to clear the local ARS cache doesn't help, then have you tried uninstalling/reinstalling the Remedy client? If that doesn't help, what about this guy's setup is different from the users who aren't having the problem? You might consider bringing one of your desktop support people in on this to get their perspective/assistance, because they tend to know more about what a standard configuration in your organization should look like and the stuff I'm going to throw out is probably more in their job description than yours. Back when I was still in desktop support, I had many cases where there would be some weird problem a user was having, and when I went by to take a look, I'd notice something about their setup that was a little out of the ordinary, and if I would remove that out-of-the-ordinary thing from the equation (or at least shift it around a bit), voila, the problem went away. Here is a random grab bag of out of the ordinary things you might consider: * John Reiser mentioned the dual monitor setup in 2-1 configuration. Does switching that around solve the problem? * Does this guy have some sort of elevated privilege or Smart Card or two-factor account when the other users around him don't? If so, and he can remove the Smart Card and still be logged in, does that resolve the problem. * Does he have some weird little program he's running that could be running on the same port as the Remedy client? Remove it and see if he still has the problem. * Does he use something like a KVM switch (for running multiple computers from the same keyboard/video/mouse) and if so, does he have the problem if he doesn't use it? * Does he use a wireless/keyboard or mouse and if so, does using a standard one resolve the problem? Or, does he just need to change the battery? Or, is he using it from a position where it can't communicate properly with the receiver? * Does he experience weird behaviors with other apps that access the network? If so, could be an issue with his NIC, or with the connection between his desk and wherever your ARS Server is (we have some external users who access our Remedy server via a VPN switch of some kind, and we've had problems with the VPN switch mangling some of the Remedy-specific authentication packets and causing the users all sorts of grief.) Good luck, and let us know if you (or your IT department) figures it out. Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, December 17, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I guess I forgot that mention that part, I logged onto his system using my account and I got the same results. I also had him log into another computer and he was able to work on it with no issues. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.commailto:kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I tend to wonder if there's not a way to use Save Window Workspace to have the Remedy window open somewhere different from the spell-check window so you can at least see that it needs attention, but of course, that is a lot easier if the user has at least dual monitors. (I myself just got triples, and woohee is that ever fun ;] ) You can't assume based on the fact that other Vista users aren't having his problem that it's not an account problem. The only way to know for sure is to have him log in on a machine where another user is not having the problem. Or, have a user who is not having the problem but has access to the same Quick Links log in on his machine. Because regardless whether you have a working account on a problematic machine or a problematic account on a working machine, you're still going to have some sort of symptom, and you're a step closer to a solution if you are certain which one you're dealing with. Trust me, I did IT desktop support for nearly 10 years before I started testing Remedy, and I learned a lot about the importance of confirming my assumptions. Probably around 40% of the time when I was stuck on a problem, a faulty assumption was part of the reason. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst
Re: Vista Issues with 7.0 User tool.
Thanks for the suggestions. I will try all of these with him to see if they can resolve the issue. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 1:04 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Yeah, that's kind of an important piece of the puzzle. ;] But it's good you thought of it. If my original suggestion to clear the local ARS cache doesn't help, then have you tried uninstalling/reinstalling the Remedy client? If that doesn't help, what about this guy's setup is different from the users who aren't having the problem? You might consider bringing one of your desktop support people in on this to get their perspective/assistance, because they tend to know more about what a standard configuration in your organization should look like and the stuff I'm going to throw out is probably more in their job description than yours. Back when I was still in desktop support, I had many cases where there would be some weird problem a user was having, and when I went by to take a look, I'd notice something about their setup that was a little out of the ordinary, and if I would remove that out-of-the-ordinary thing from the equation (or at least shift it around a bit), voila, the problem went away. Here is a random grab bag of out of the ordinary things you might consider: * John Reiser mentioned the dual monitor setup in 2-1 configuration. Does switching that around solve the problem? * Does this guy have some sort of elevated privilege or Smart Card or two-factor account when the other users around him don't? If so, and he can remove the Smart Card and still be logged in, does that resolve the problem. * Does he have some weird little program he's running that could be running on the same port as the Remedy client? Remove it and see if he still has the problem. * Does he use something like a KVM switch (for running multiple computers from the same keyboard/video/mouse) and if so, does he have the problem if he doesn't use it? * Does he use a wireless/keyboard or mouse and if so, does using a standard one resolve the problem? Or, does he just need to change the battery? Or, is he using it from a position where it can't communicate properly with the receiver? * Does he experience weird behaviors with other apps that access the network? If so, could be an issue with his NIC, or with the connection between his desk and wherever your ARS Server is (we have some external users who access our Remedy server via a VPN switch of some kind, and we've had problems with the VPN switch mangling some of the Remedy-specific authentication packets and causing the users all sorts of grief.) Good luck, and let us know if you (or your IT department) figures it out. Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Wednesday, December 17, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I guess I forgot that mention that part, I logged onto his system using my account and I got the same results. I also had him log into another computer and he was able to work on it with no issues. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I tend to wonder if there's not a way to use Save Window Workspace to have the Remedy window open somewhere different from the spell-check window so you can at least see that it needs attention, but of course, that is a lot easier if the user has at least dual monitors. (I myself just got triples, and woohee is that ever fun ;] ) You can't assume based on the fact that other Vista users aren't having his problem that it's not an account problem. The only way to know for sure is to have him log in on a machine where another user is not having the problem. Or, have a user who is not having the problem but has access to the same Quick Links log in on his machine. Because regardless whether you have a working account on a problematic machine or a problematic account on a working machine, you're still going to have some sort of symptom, and you're a step closer to a solution if you are certain which one you're dealing with. Trust me, I
Re: Vista Issues with 7.0 User tool.
I guess I forgot that mention that part, I logged onto his system using my account and I got the same results. I also had him log into another computer and he was able to work on it with no issues. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stroud, Natalie K Sent: Wednesday, December 17, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** I tend to wonder if there's not a way to use Save Window Workspace to have the Remedy window open somewhere different from the spell-check window so you can at least see that it needs attention, but of course, that is a lot easier if the user has at least dual monitors. (I myself just got triples, and woohee is that ever fun ;] ) You can't assume based on the fact that other Vista users aren't having his problem that it's not an account problem. The only way to know for sure is to have him log in on a machine where another user is not having the problem. Or, have a user who is not having the problem but has access to the same Quick Links log in on his machine. Because regardless whether you have a working account on a problematic machine or a problematic account on a working machine, you're still going to have some sort of symptom, and you're a step closer to a solution if you are certain which one you're dealing with. Trust me, I did IT desktop support for nearly 10 years before I started testing Remedy, and I learned a lot about the importance of confirming my assumptions. Probably around 40% of the time when I was stuck on a problem, a faulty assumption was part of the reason. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov msportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
That is out of my control :) Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: Wednesday, December 17, 2008 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. Not to be trite, but the solution is probably to downgrade to XP :). Our department took one look at the resource hog that is Vista, and the crap that is the new version of Office and ran screaming...thank god. But yeah, as someone else posted, the spellchecker caused some issues when we tested it out. There were others that screwed up apps, but they had more to do with drivers. Steve On Dec 16, 1:28 pm, Begosh, Kevin kevin.beg...@lmco.com wrote: We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
Not to be trite, but the solution is probably to downgrade to XP :). Our department took one look at the resource hog that is Vista, and the crap that is the new version of Office and ran screaming...thank god. But yeah, as someone else posted, the spellchecker caused some issues when we tested it out. There were others that screwed up apps, but they had more to do with drivers. Steve On Dec 16, 1:28 pm, Begosh, Kevin kevin.beg...@lmco.com wrote: We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
Hi Kevin, I'm running the 7.0.01 patch 003 client tool on Windows Vista Enterprise edition and haven't had any errors. Perhaps you need a newer version? -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 1:28 PM To: arslist@ARSLIST.ORG Subject: Vista Issues with 7.0 User tool. ** We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
We have other users using the same version on vista with no issues as well. I was just wondering if anyone had heard of anything or any fixes. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Tuesday, December 16, 2008 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Hi Kevin, I'm running the 7.0.01 patch 003 client tool on Windows Vista Enterprise edition and haven't had any errors. Perhaps you need a newer version? -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 1:28 PM To: arslist@ARSLIST.ORG Subject: Vista Issues with 7.0 User tool. ** We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Vista Issues with 7.0 User tool.
Here are few issues we've encountered at our site running User Tool v. 7.1 Patch 003 under Vista Enterprise Edition: (Sorry, Kevin, yours isn't one of them) If the user has spell check turned on and creates a ticket in which a spelling error is found, the spell check window comes up behind the Remedy client, which makes it appear that the Remedy client has hung. We don't have a fix, only a workaround: Alt-Tab to the spell-check window. (And there's a registry hack to revert to the classic Alt-Tab icons if you don't like the Vista default ones or find them to be hard to decipher. Just go to HKCU\Software\Microsoft\Windows\CurrentVersion\Explorer and create a DWORD called AltTabSettings and set it to 1.) If your print-a-ticket option involves a Crystal Report, it sometimes prints 15+ copies of the ticket. We finally fixed it by having our print option create a ReportLink report and print that instead, but our IT department also found that there was a print driver option pertaining to spooling (and I'm sorry, but I forget the details off the top of my head) that would resolve this problem if you changed it from the default value. If anyone is interested, I can probably dig those details up. Kevin, for your problem, I'd just suggest some generic troubleshooting steps, if you haven't tried these already: 1. Can you tell if they're authenticating properly? 2. See if they have the same problem logging in from a different machine. That will at least help you narrow it down whether it's a machine problem or an account problem. 3. If it's clearly an account problem and they log in via a Preference Server, blow away the Preferences file and have them log in again so it recreates. 4. If it's a machine problem, clear out their local ARS cache (most likely c:\users\all users\ar system\home, though it can be under their own profile instead of all users if they elected to have Remedy available for just themselves during the installation process.) We've found that weirdness happens once the users reach 100+ folders in the local cache. Good luck! Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** We have other users using the same version on vista with no issues as well. I was just wondering if anyone had heard of anything or any fixes. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.commailto:kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Tuesday, December 16, 2008 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Vista Issues with 7.0 User tool. ** Hi Kevin, I'm running the 7.0.01 patch 003 client tool on Windows Vista Enterprise edition and haven't had any errors. Perhaps you need a newer version? -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, December 16, 2008 1:28 PM To: arslist@ARSLIST.ORG Subject: Vista Issues with 7.0 User tool. ** We are currently having some issues with a Vista user enterprise edition with the user tool. He is using the user tool version 7.0 and when he clicks on any of the quick links or navigation bars nothing happens. He is able to open forms from the object list but none of the quick links appear to work. We are on AR Server 7.1 patch 4, UNIX OS. Has anyone heard of this or had any issue with this. BMC said that there has been no reports of any issues with this. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
