Troubleshooting

The following error occurs when installing the Tracker: "The application or DLL C:\WINNT\system32\OLE32.DLL is not a valid Windows image. Please check this against your installation diskette." This error occurs when installing the Tracker on...

The NT Logon Plug-in fails logons on Active Directory. Contact Pharos Support for a newer version of the NT Logon Plug-in (Version 5.3.0.2058 or later)

Are Pharos products affected by the OpenSSL "Heartbleed" defect? The OpenSSL TLS heartbeat read overrun defect (CVE-2014-0160), termed "Heartbleed", specifically affects the OpenSSL 1.0.1 libraries.  The exploit targets web services...

During the installation of the MAC popup client when you click the "Advanced" icon nothing appears to happen or the button appears to be grayed out. Pharos is aware of this issue and has determined that there is delay on some MAC computers in re...

When running Pharos Reports on Windows Vista, Windows 7 or Windows Server 2008 there is no button to change the Printer Device. On Windows XP I am able to click the "Printer" button and then choose the default printer for Reports to use. How ...

Problem: Job Cost Method is not charging for the correct paper size with a Toshiba PCL driver. Cause: The Toshiba driver is generating A3 pages as a "Custom" page size Solution: Use the Toshiba PostScript driver.

I am receiving this error message from the Monitor Translator log Received Soap Fault: 2; Translator.ConnectFailure; Failed to create SOAP client object This is a common problem with the Monitor Translator. Solution: Download and&nbs...

When I Batch Set Balances, Batch Credit or Batch Debit Users I receive a timeout error message in Pharos Administrator. How can I increase the timeout to avoid this problem? Customers can increase the following timeout values: HKEY_LOCAL_...

When testing the Pharos EDI Server this error occurs: Error: A string literal was expected, but no opening quote character was found. Line: 20 Server Error in '/ Initialize Session Failed This has been traced back to a problem w...

I receive the following error message when building a package: Initializing build process. Packages will be built to: C:\Program Files\Pharos\Bin\PackageCreator\ Resources are loaded from: \\TEST\D$\Program file:///\\TEST\D$\Program> ...

Why don't packages build on remote Print Servers? Packages can be built on all Print Servers as long as the build machine has read and write access to the Package Build Location and Shared Directory. The machine will also require acce...

Creating banner pages. A banner page can be configured to print just before a print job. Also, since banner pages are specified for individual Spool Queues, different location can have their own banner pages, or none at all. Banner page...

When using a full version of Crystal XI reports I see a number of additional export formats. Why are these not available within Pharos and are they currently supported? While Crystal Reports XI makes some new additional export formats availa...

Server Performance Monitoring and Analysis I received this great info from one of the trainers from  SQL PASS Organization.  The attached file  PerfMon Setup , gives step by step instructions on setting up the Windows Perfo...

When I attempt to install the Blueprint Analyst Database I cannot install the database and receive the following installation message when selecting a remote SQL server. Error: You must specify a Database server that is either local or a local name...

Diebold is making changes to the server listening port. How do I update the port information so that the Pharos Diebold ETI gateway communicates on the new port? The Pharos Diebold ETI Gateway port is specified in the file: dc_svr file (c:\window...

How do I find the EDI password? You can locate the EDI password in the registry of the machine where the Pharos EDI is installed: HKEY_LOCAL_MACHINE\Software\Pharos\EDI\EDI Server Password

Symptoms: Print jobs are hard to read. The text on the paper is a very light gray/grey. Screen prints from terminal emulation program/application are useless. Environment: QWS3270 Terminal Emulation software ...

How can I increase the number of transactions displayed? Note: You may also see a '503 Service Unavailable' error when using Web Remote due to larger amounts of data being returned by the server to the web client above what the system is in...

Banner page will not print as intended, fails at _UNP_JOBNAME_. No further variables are showing after _UNP_JOBNAME_. PROBLEM: If a single parenthesis is present in the filename of a print job, the banner page will not print as intended. This ...

When I review the Pharos Administrator Alerts log I see the following error message: Error 29074 "No Popup data available" Error 29049 "Direct queue error on job '' for '': No popup data available Jobs do not appear at on the printer when ...

Why doesn't the transaction view in Pharos Remote use the correct currency settings? Pharos Remote is a web application, and as a result it does not use the server's Regional Settings to determine currency format. To change the currency symb...

Pharos Web remote displays 500 errors when selecting a transaction from the printing tab. When selecting a transaction from the printing tab or queue tab you can sometimes be prompted with a 500 error. This issue is solved in hot fix 4 for Phar...

How does Pharos printer error detection work? Printer error detection is performed by the Pharos Print Server. The Pharos Print Server checks the status of the printer as seen in Windows Print Manager. By default the Pharos Print Server will as...

After an upgrade of the Popup Server, the Popup Client is upgraded but no longer works. A "connection timed out " error is displayed. Normal troubleshooting reveals no network connectivity problems. The upgrade of the Popup Server may have fail...

Problem: SQL Transactions Log file keeps growing. Cause: When SQL runs a backup, the Transaction Log is truncated. SQL Agent never ran, Transaction Log size kept growing. Solution: To free up the space in the SQL Server transaction log for the...

What does it mean when I select alerts in the Pharos Administrator I receive the following error "Unable to load the full list of Alerts" This means that the alerts log is very full so big that the SQL temporary database, which temporarily moves t...

The Internet Charging module stores transaction data in the custom_transactions table of the Pharos Database. The following data is stored: transaction_id ID number linking to the Transactions table custom_transaction_type Internet Time (fixed va...

Symptoms The number of print queues displayed is less than the number installed Can't find a recently-added print queue Environment Pharos Systems Blueprint Enterprise Pharos Systems Uniprint Suite Microsoft Windows Vista Micros...

The Users context in Pharos Administrator has options to credit or debit the account of a single user, and batch operations to credit or debit all users. How do I change the balance of a group of users, but not all of them? The user batch opera...

How To setup Innovative gateway without using PIN number at the Pharos station. (Normally there is a prompt to use the PIN number.) You will have to create a new Bank or configure the Bank being used as follows: Source of Payment: none Source...

Question: Is it possible to modify the automatic reply sent from Mobile Print when someone emails a job to the Mobile Print server? Environment: Pharos Mobile Print 2.0 and greater for Uniprint and Blueprint Answer: You can modify the email me...

How do I use the Microsoft MemSnap monitoring tool? Memsnap Overview Product(s): * Windows Server 2003 R2 * Windows Server 2003 with SP1 Updated: March 28, 2003 Memsnap.exe: Memory Profiling Tool This command-line tool takes a snapshot...

Why do none of the buttons appear in the Package Builder interface when I try to build a package? The Package Builder application does not work with large fonts enabled in Windows. Disabling large fonts on your server should allow you to use the...

I receive this error message when browsing to the Nerve Center HTTP Error 401.5 - Unauthorized: Authorization failed by an ISAPI/CGI application. Internet Information Services (IIS) or HTTP Error 401.3 - Unauthorized: Access is denied due to an A...

What should I do if I encounter an ODBC error during installation of Pharos? If an ODBC error is encountered while installing any components, close any applications that use ODBC (including services), and run the installation again.

When sending print jobs via a Novell print server, print jobs arrive corrupt at the printer. Set up as follows: iPrint Client -> NetWare 6.5 SP7 + NDPS Gateway (NDPSGW) + Printer Agent -> Via LPD -> Pharos Uniprint running on Microsoft...

Using MS Internet Explorer to access the Nerve Center, upon logon, it is possible to get the error: “Cookies not enabled in your browser, Nerve Centre requires session cookies to be enabled" when in fact the browser is set to receive cookies. ...

The EDI service is installed on a Domain Controller and every time the EDI Verification Tool is run an error similar to the one listed below is returned: Error Reference to undefined entity 'nbsp' The web application you are attempting to access o...

Cause: The error message is not generated by Pharos. Probable cause of the problem is an "old" DLL affecting the client PC, which Pharos is making a call to. That DLL can't handle the call, hence the error "Not supported". Solution: Uninstall th...

The problem occurs when a Pharos Station has an ITC magstrip reader (ITC1015) attached to debit funds from ITC cards. Users can log on to the Pharos Station, see their jobs and see their correct unit balance. When a user clicks their job, it page c...

When I try to create an Install Package in Pharos Administrator, I receive the following error: error; Communication Error - please try again: Server Closed Connection. This error message can be caused by a corrupt installation of the print drive...

ComTaskMaster service will not start; it appears to start, but then stops. Faulting application CTskMstr.exe, version 3.6.4685.0, faulting module PCInfo.dll, version 3.6.4685.0, fault address 0x00029cb9. You need to update to a new version of the...

The following error appears in the IP Biller log file: [01/Jul/03 16:21:08:453C00001 i] Reply IP Biller:CMD_FAIL[#28]Diebold system error, please contact Diebold system administrator; error: Configure file not loaded To resolve this problem, copy...

When I view the Employee Transaction detail report lists, certain common document titles have very high page counts. How do I stop these documents from distorting the collected data? These document titles need to be added at: Tracker Settings >...

Can the Pharos Web Remote be branded with our company logo's or colors? No, the Pharos Web Remote application does not have an option to be branded.

When you try to view a Microsoft Active Server Pages (ASP) Web page that is hosted on Microsoft IIS 5.0 or IIS 6.0, you may receive one of the following error message: "The requested resource is in use" "HTTP 500: Internal Server Error" "Error me...

Users are unable to log on at terminals to release their print jobs. Possible causes of this problem are: The employee may have simply entered the wrong logon details at the terminal. You may need to check their account in the authentication sy...

Problem: When doing a Patron Search from the Pharos Nerve Center, instead of returning members of the selected Group the search returns all Users for all Groups. Solution: Check to see if the Group names contain underscores "_" (for instance You...

Discount Rate Schedules don't take effect and the job is costed incorrectly. If Standard Charging is used rather than a Job Cost Method when setting up charging for a given Spool Queue, Discount Rates are not correctly calculated. This is a known...

Every time I install Pharos Popup's I receive the error below Failed to Enumerate Ports, Error Code=1726 If you change the print process on the spool queue and printer to use Winprint RAW instead of HPZPP3zw RAW (as an example) and rebuild the pa...

What versions of Crystal Reports does Pharos use? Versions 6.1 - 7.1 use Crystal Reports 8.0. Version 7.2 uses Crystal Reports 11.0. Report modifications for Pharos versions 6.1 and older are no longer supported.

For some print jobs types (for example, Excel) or some print drivers, when printing through a Popups printer with questions assigned, the Popup questions appear twice. To fix this problem, apply the following two registry keys: [HKEY_LOCAL_MACHIN...

Why does the 8.1 Pharos Station report "Connection refused" or "Windows networking is not ready" when the Station computer first starts? The Pharos Station is trying to start either before the Pharos Database Proxy service is running, or before th...

At the Pharos Station, the Cancel button on the confirmation screen of the reservation wizard does not always work and returns an error: "List index out of bounds (0)" This issue is fixed in the recent 7.2 release of the Pharos Solution Suite.

After I install Pharos and test a print job to a print queue, the print job shows in the Pharos Queue for 1-5 seconds and then disappears. Accidentally Installed pop-ups to server and then uninstalled them. Doesn't happen until after I do a change c...

Collector servers are able to contact the Analyst during installation (when the Analyst's name is specified), but their server health checks fail after installation, indicating that they cannot contact the Analyst. This problem can occur when the ...

How to configure Pharos Station not to display the job cost. Create the following registry value on the Pharos Station with a value of 0. HKLM\SOFTWARE\Pharos\Station ShowPrintJobCost REG_DWORD If the value for this key = 0, the Printing screen ...

I am recieving bad returns from the Pharos Innovative III Gateway for the PatronData URL (see below) (customer pin codes removed for security and replaced by x's) [17/Jun/09 15:18:51:968 P5336 T716C00001 d] PatronDataURL: http://10.100.0.2:4500/PA...

I receive the following error message from the Popup Client interface: "Failed to call MS XML parser Class not registered" Install Microsoft Core XML Services (MSXML) 6.0, available at: http://www.microsoft.com/downloads/details.aspx?familyid=9...

Printer queue shows options to print multiple pages per sheet. Spool queue does not have this option. Open regedit and check printer reg settings. Most settings are the same. Need to copy printer attributes reg key from HKEY_LOCAL_MACHINE\SOFTWAR...

You would like to install the Package / Print Tracker through a login script but as Administrator. The command you will need to run in the batch file is runas Run As Different User runas.exe The RunAs program runs a program as a different user,...

When the screen saver is running, the first swipe of a card through a keyboard wedge does not work. When the screen saver is gone, card swipes work. Disable the Windows screen saver so that the Pharos screen saver can run. The Windows screen saver...

The questions displayed by the Popup Client are configured in Pharos Administrator at Output Management > Popups > Questions. These can be written in any supported language. This article contains sample text for the three standard questions (U...

Environment Microsoft Office 2010 Pharos Systems Blueprint Enterprise (all versions) Pharos Systems Uniprint Suite (all versions) Symptoms Server's hard disk fills up Excessively large print/spool files on server hard drive ...

Information on migrating printers to a Windows Server 2008? The Windows Printer Migration tool 3.1 is not supported by Windows Server 2008. Note: The contents of this article only to provide a direction on this procress, for the most current in...

After upgrading the Pharos Station, ITC chip card readers no longer function. When a user inserts their card, selects a job and tries to release it, their card is ejected and the job hasn't printed. It is possible the customer has a special versio...

How can the SQL connection's server instance, username and / or password be updated for Pharos Systems SiteMonitor? This procedure utilizes the SiteMonitor installation utility (SiteMonitor.msi) to generate a new configuration file. It will be nec...

Symptoms: Print jobs are hard to read. The text on the paper is a very light gray/grey. Screen prints from terminal emulation program/application are useless. Environment: QWS3270 Terminal Emulation software "Universal" prin...

You receive the following error on certain Pharos applications: The instruction at 0x00401320" referenced memory at "0x00000000". The memory could not be "written". The instruction at "0x00401320" referenced memory at "0x00000000". The memor...

Why does the Pharos Station's screen saver never appear? This usually indicates that the account that the Pharos Station is running under doesn't have permission to start the screen saver. If your site isn't using domain group policies, this can ...

I have installed a Collector or Tracker on a clustered print server. When I add a new queue, print jobs sent to the queue are not tracked; they remain in the queue in a "Printed" state. In addition, I cannot see the new queue in the Blueprint Admini...

When a user prints they recieve the following Print Station error message "Unable to select a Printer: Printer 'Printer1' is in error state 'Error, Job printing, Error' This is caused by the first printer being in an error state. The printer with ...

On a cluster server, every time I apply a registry key to enable logging or change the Host Name it seems to disappear when certain Pharos services start or restart. Remove the registry replication that is associated with each Pharos Server: Op...

Can I install the product on VMware or Virtual Machine? Does the product support Virtual Machine and or VMware? VMware and various versions of GSX server have been tested and are utilized by Pharos to QA and Support the product. The product can be...

Problem: How to remove all the Transactions associated with a Printer and resource usages. Cause: Resource usages are not removed along with transactions. They need to be purged manually. Solution: This can be done using SQL Query Analyzer, by...

I need to change the driver on the Pharos Print Server. Will the Automatic Updater, included in the Pharos Installation Package, also update the driver on the desktops? Drivers on installed client workstations will be updated if the original insta...

In the Pharos Administrator, when trying to add an MFD, the following error occurs and prevents you from adding the MFD "An MFD requires a Copy Station that uses the same print server and does not already have the maximum number of copiers." When...

The following error appears in the IP Biller log file: [01/Jul/03 16:21:08:453C00001 i] Reply IP Biller:CMD_FAIL[#28]Diebold system error, please contact Diebold system administrator; error: Configure file not loaded To resolve this problem, copy...

Question: How do I stop the Pharos Automatic Updater from running if it's already been installed? Environment: Uniprint 9.0 and greater Popup Client Solution: Browse to the C:\Program Files\PharosSystems\Core directory, and open the CTsMst...

How to Configure the Pharos CBORD Odyssey Gateway to use "Keyboard Entry" mode and not "Swipe Entry" mode? The following steps will allow you to change the configuration file to "Keyboard Entry Mode". Navigate to the "..\Program Files\Pharos\Bi...

How can I determine the service pack that's installed on SQL Server? To determine the service pack that's installed on your SQL Server, open SQL Query Analyzer. Connect to your server. Execute the following command: SELECT @@VERSION GO The out...

The Pharos Principal Server is not functioning correctly as the hard drive is full. The Pharos Database Transaction Log is using all available HD space. This can happen if the SQL Server Agent is never turned on. When backups are run, the log is t...

When using Terminal Services can users be restricted so that they can only print color from certain applications? The Color Limiting feature introduced in Uniprint 7.2 has two functions: Access to color printing can be allowed or disallowed on ...

Can Blueprint and Uniprint be installed on the same machine? As of Pharos 8.0, Blueprint and Uniprint cannot be installed on the same machine.

I am having issues with my Pharos Database and I would like to perform checks to make sure the database is in stable state, how do I perform these checks? Why you need to use DBCC If you are wondering why using DBCC is ev...

Problem: How to modify reports to exclude holiday days. Solution: You need to modify reports, so that stored procedure calculates the Holidays and does not include such days in the report. Set up the table to hold the date of the closed days ...

When I update configuration settings at the Analyst, the changes are not actioned at Collectors. Data and configuration settings are cached at Collectors in order to reduce load on the Analyst and provide extra redundancy. New configuration settin...

My printer statistics need to be reset so that printer pooling works correctly, as one printer has a larger volume. How can I reset printer statistics? You can use the following SQL procedure to update the resource_usages table: Open SQL Query...

How to change Nic Bindings of two network cards? To change the binding order of network adapters: Click Start, click Run, type ncpa.cpl , and then click OK. You can see the available connections in the LAN and High-Speed Internet section of th...

How can I resize, increase, or expand the size of my drive/partition when using VMWare ? Power off the VMWare virtual machine that has the virtual disk that you want expanded. Resize the VMWare virtual disk using the VDiskManager tool that co...

What is the WCF Service The WCF Service is in place purely to support the Remote application. As such, it's somewhat unfortunately named! It's basically an aggregator: Pharos Web Remote connects only to the WCF Service, and the WCF Service manages...

How can I capture detailed logs from the Popup Client? Obtain a copy of DebugView from this location: http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx Run DbgView.exe on the Popup Client machine. Check the Capture menu, and be...

How do I create a new lead? Creating a new Pharos Lead will kick off an automated process whereas your entry will be routed directly to the inside sales team for immediate follow up (> 10 min during business hours). To create a lead: ...

Can I run the WCF on another port? NOTE: McAfee has a service that was running called "FrameworkService.exe" which uses the same port as the WCF. It is possible to run WCF on another port. Here is what you need to get a working WCF/Remote ...

Why when I attempt to start the Pharos 7.1 Services do I receive the following error message: "No route to host" Under certain network configurations, some Pharos components fail to start up and instead produce the error message "No route to host...

Trackers send print jobs to Collectors in batches, in order to reduce load on the network. The operation of the batching process is configured in Blueprint Administrator at Tracker > Settings > Basic Settings tab ; however, these settings ca...

Problem: When installing the Vista Popup Client packages the following error occurs: "An unidentified program wants access to your computer" (Screen Shot Attached) Solution: The Pharos Package Installer needs to run with “Run as Administra...

SQL PASS ( http://www.sqlpass.org/ ) is an user group organization of SQL and database administrators dedicated to training others and sharing information. They do a SQL Saturday which is a free event all around the country and the world. I hav...

After installing the Mac Popups, the application continually asks for Popup Server information or states that the Popup Server information is not stored correctly. If you manually edited the Popup configuration file using an advanced editor such a...