Diagnosing installation issues

• Ensure that you are using Internet Explorer to click the installer link. The automated installer will not work in Firefox or any other browser.
• Ensure that you have the .NET Framework installed, version 2.0 or greater. To check what version of .NET is installed, do the following:
  1. Open the Start Menu and click on click on "Control Panel"
  2. In the Control Panel window, click on "Add or Remove Programs"
  3. In the Add or Remove Programs window, look for "Microsoft .NET Framework". (See Figure 1)

  Fig. 1: Checking For Microsoft .NET Framework

Developer Note: If a user starts generating "There is an error in XML document" errors, especially in CAT_MODIDs_LOCs, this will fix that issue as well.

This is due to a corruption of the Windows user profile. The corruption can be fixed by doing the following:

1. Open the Start menu and click on Control Panel.
2. When the control panel opens, open Regional and Language Options.
3. When the Regional and Language Options window opens, you should see an window like the one shown in Figure 2

   Fig. 2: Regional and Language Options

4. Write down the current region setting, which is probably "English (United States)".
5. Change the region setting to something else, such as "English (United Kingdom)".
6. Click the Apply button.
7. Change the region setting back to what it was before.
8. Click the Apply button again.
9. Log out of Windows, then log in and try installing FleetCross again.

This means that the .NET Framework has been corrupted and needs to be reinstalled. If you have an IT department, please ask them to reinstall the .NET Framework on your machine. If you don't have one, we can try and reinstall it for you.

This sometimes happens on computers that only have .NET 4.0 installed, and not .NET 2.0. In theory the .NET 4.0 CLR is supposed to be backwards compatible, but this is not always the case. Try manually installing .NET 2.0 along side .NET 4.0 (recommended by Microsoft) and then try to install FleetCross again.

This means that the .NET Framework has been corrupted, but there is a rather easy fix for this:

1. Click the Start button
2. Click Run
3. Enter this text and then click OK:
   • %userprofile%\Local Settings\
4. Windows Explorer should be shown with a listing of folders and files. Locate the folder/directory called Apps and rename it to Apps_Old.
5. After renaming the directory retry the installation of FleetCross.

This is an access denied error. The solution is to grant access to C:\Windows\Microsoft.NET\Framework64\Version 2.0.572727\Config\Machine.conf for the current user. See this MSDN page for more details.

There are two possible problems here: either your computer's date is set incorrectly or you are missing an SSL certificate on your computer. First check your system's date by double-clicking on the clock in the bottom right corner of your screen. Make sure that the date (especially the year) is correct.

If the date set on your computer is correct then there is an SSL certificate missing on your computer. You can download the certificate by doing the following:

1. Download the following GoDaddy Root Certificate below:
   • GoDaddy Class 2 Certification Authority Root Certificate - G2
2. Open the file that is downloaded
3. In the window that pops up, click the button labeled Install Certificate...
4. In the window that pops up, click Next twice, then click Finish.
5. Restart the FleetCross application and try to log in again.

The problem is that the WMI service on your computer is either not running or is corrupted. WMI is a standard Windows service that runs on all Windows computers, but can become sometimes become corrupted on its own, especially on older machines. Technically speaking we could probably fix the issue; however, the fix we would run has a very, very small chance of causing data loss on your computer, and that’s not a burden we like to take on. Fixing the problem will be the responsibility of you or your IT department.

To assist your IT department, here are the steps we typically use to diagnose and fix the issue:

• Check if the WMI service is stopped (this is typically NOT the problem)
  • To diagnose this problem:
    1. Go to Control Panel --> Administrative Tools --> Services
    2. Scroll down the list and look for Windows Management Instrumentation. Make sure the service status is Started and startup type is Automatic.
  • To fix this problem:
    1. If the service is not started, try starting it (right click --> Start) and then try restarting the FleetCross program.
• Check if the WMI service is corrupted (this is typically the problem)
  • To diagnose this problem:
    1. Go to Start --> Run
    2. Type in wmimgmt.msc and press enter.
    3. Right click on WMI Control (Local) and click Properties.
    4. On the general tab you will either see a bunch of info about your computer's hardware (if the service isn't corrupted) or you will see one or more errors (if the service is corrupted).
  • To fix this problem:
    • Here is a script that attempts to automatically repair and re-register the WMI service. Download it, rename it so that it ends with “.bat” (something like “fixwmi.bat”), and then execute it from the command prompt. With any luck, running the script and restarting the computer should fix the issue. You can verify that the issue is fixed by running the WMI management tool again (wmimgmt.msc) and then checking the properties. If the service is working correctly, it’ll say “Successfully Connected to:” and show a bunch of information about your computer, rather than showing errors.
      • FIXWMI.txt
    • If that script doesn’t work, here is a page that comprehensively explains how to repair the WMI service. It’s a lot of manual labor, but you might have more luck:
      • http://windowsxp.mvps.org/repairwmi.htm
    • Note: if the error message in the WMI tool says "The system cannot find the file specified" then it is likely there is a file missing on your computer: c:\windows\system32\wbem\wmiprvse.exe. You can typically find a backup copy of this file at C:\WINDOWS\system32\dllcache\wmiprvse.exe -- copy that file to c:\windows\system32\wbem\ and the issue may be resolved.

This indicates that the .NET framework is corrupt on your computer. There is a known bug in the .NET 3.5 installer which will cause this error to occur. The only reliable way to solve the issue is to completely uninstall all versions of .NET, then install .NET 2.0 before installing any other versions of .NET

For reference, see:

• http://connect.microsoft.com/VisualStudio/feedback/details/510186/system-configuration-configurationerrorsexception-unrecognized-configuration-section-system-servicemodel-c-windows-microsoft-net-framework-v2-0-50727-config-machine-config-line-146
• http://social.msdn.microsoft.com/Forums/en/winformssetup/thread/eb7f7b29-8e40-4ab7-b19a-0c4606f26222

This is a very rare problem that happens when the FleetCross program has become corrupted (usually by an antivirus software). Currently the only fix is to:

1. Delete the desktop shortcut to FleetCross (if one was created)
2. Uninstall FleetCross
3. Reinstall FleetCross

The machine.config file from the .NET Framework has been corrupted. To correct this problem:

1. Click on the START button
2. Click on RUN
3. Type or paste the following into the RUN box: C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Config\ and then hit ENTER
4. A windows explorer screen should now be displayed showing the items in that folder
5. Delete the machine.config file (right-click on the file and click delete)
6. Copy machine.config.default file (right-click on the file and select copy)
7. Paste the copied file (In the menu bar at the top of the window - click on edit and click paste)
8. A new file will appear titled 'copy of machine.config.default'
9. Rename 'copy of machine.config.default' file to machine.config (right-click the file and selecting 'rename')
10. Now restart the installation for FleetCross

First, please make sure that you are using Internet Explorer to click the install link. The installer will not work in Firefox or other browsers.

If you are using Internet Explorer then the problem is that the .NET Framework is not installed on your computer. You can download the .NET Framework from Microsoft (by clicking here) or directly from our servers (by clicking here). After installing the .NET Framework please restart your computer and then try installing FleetCross again.

Norton 360 has been known to quarantine FleetCross. If you have Norton installed on your machine, please verify that FleetCross is not in your quarantine bin. The following instructions are for Norton 360 (version 4.0):

1. Start Norton 360.
2. Click Tasks.
3. In the Tasks window, under General Tasks, click View Security History.
4. In the Security History window, in the Quarantine view, select the file that you want to restore.
5. Click Options.
6. In the Threat Detected window, locate FleetCross, then click Restore this file.
7. In the Quarantine Restore window, click Yes.
8. Click Close.

Your computer is behind a proxy server, and FleetCross needs to know where that proxy server is.

1. Open Internet Explorer
2. In the menu go to Tools and then Internet Options
3. In the Internet Options window, click on the Connections tab.
4. On the Connections tab, click the button near the bottom labeled LAN Settings.
5. On the LAN Settings window, see if there is a check in the checkbox that says "Use a proxy server for your LAN".
   
   • If there is NOT a check in that checkbox, but there IS a check next to "Use automatic configuration script" then we will need to talk to your IT department to find out what your proxy server address is.
   • If NONE of the checkboxes are checked then the issue is not proxy-related.
6. There should be an Address and a Port filled in below the proxy server check box. Write them down.
   • If there is no address or port number filled in then click on the button labeled Advanced and write down the address/port that you see next to "Secure".
7. Once you have the address and port number written down you can click Cancel to back out of the internet options windows.
8. Start FleetCross (if it is not already running) and click on Login Help.
9. On the Login Help window click on Webservice/Proxy Settings.
10. On the Proxy Settings window fill in the Proxy Address with the information that you wrote down. The address must be written in the form http://address:port. For example:
    • http://spi8:3128