Supportworks Version 7 · – Any other SQL database system (relational or flat-file) accessible via ODBC If you decide on a database system other than Supportworks SQL Server, you

SupportworksVersion 7.3

Server Installation Guide

Copyright © 2007 Hornbill Systems Ltd. All rights reserved.

Information in this document is subject to change without notice, and should not be construed as a commitment by Hornbill Systems Ltd. Hornbill Systems Ltd assumes no responsibility or liability for any errors or inaccuracies that may appear in this document.

Except as permitted by the Licence Agreement pertaining to the software described in this document, no part of the document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, whether electronic, mechanical or otherwise, without the prior written permission of Hornbill Systems Ltd.

Supportworks is a registered trademark of Hornbill Systems Ltd. Acrobat is a registered trademark of Adobe Systems, Inc. Microsoft, Outlook, Windows, Windows NT and Windows XP are registered trademarks of Microsoft Corporation.

Contents of Server Installation GuideServer Installation Guide 1Server Documentation .........................................................................................2Pre-installation Requirements .............................................................................2

Creating Windows Service Accounts ...........................................................6To Create a Domain Account .................................................................7To Allocate Security Rights to the Domain Account.............................8To Specify the Domain Account for the Mail Scheduler.......................9

Installing the Supportworks Server ...................................................................10How to Install from CD-ROM....................................................................10How to Install from the Web ......................................................................10Using Setup and the Installation Wizard ....................................................11

Supportworks Client Installation.......................................................................17Configuration of Mail Components ..................................................................17Installing SelfService into the Web Server Environment .................................17Upgrading or Re-installing the Supportworks Server .......................................18

To Uninstall the Server ...............................................................................19To Upgrade or Re-Install from CD-ROM ..................................................19To Re-Install from Your Existing Installation File.....................................20To Upgrade or Re-Install from the Web .....................................................20Using Setup and the Upgrade Wizard.........................................................21

Troubleshooting Problems During Setup ..........................................................22The Server Service Failed to Start ..............................................................23

Getting Technical Support.................................................................................24


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This Installation Guide is designed to guide you through the process of installing the Supportworks server software for the first time, and of subsequently upgrading the software.

As the Supportworks server needs to at least have a database system in order to function, you must ensure that you have installed Hornbill Core Services before you try to install the server software. If the core services are not installed, please refer to the Hornbill Core Services Guide for details of how to do so.

You can install the server software on your computer from one of two sources:

• The CD-ROM provided in the package you have been given.

• The Product Downloads area on the Hornbill website.

Both of these methods are described in the relevant sections below. In either case, for a first-time installation, a temporary activation key (obtainable from Hornbill) will be required to allow the installation to proceed. This key will be the same as the one you used for the Hornbill Core Services installation. The software you actually install will include a full-featured evaluation copy of the Supportworks server, together with facilities for installing a number of client instances.

When, having evaluated the combination of the main Supportworks software and the Hornbill Core Services software, you submit a purchase order for it, you will be given a permanent licence key that will allow you to use the software indefinitely (and re-install the same release version of either module, as necessary, on the same computer).


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Server DocumentationThe set of user documentation relating to the Supportworks server software consists of the following two on-line publications:

All Supportworks on-line documents are available in HTML and Adobe Acrobat (.pdf) formats.

The Congratulations page is a local HTML page that is displayed when the Supportworks server software has been installed.

The documentation set for the client software is listed in the Client Installation Guide.

Pre-installation RequirementsBefore you install the Supportworks server software, ensure that the computer on which it is to reside has the following minimum specifications:

• Microsoft Windows 2000 Server (SP3), or Windows 2003 Server (SP1)

• 200 MB hard-disk space for the services, using a SCSI platform

• 3.0 GB hard-disk space for the database, using a SCSI platform

• TCP/IP networking installed and configured

In addition, there are minimum specifications for processor and RAM. These depend on the number of users, and are as follows:

Document Accessed from

Server Installation Guide CD-ROM introductory screen; Product Downloads area of Hornbill website; Congratulations page; client Help menu

Server Configuration Guide Congratulations page; client Help menu; Server Configuration utility Help button


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There must also be a number of administrative and other prerequisites in place before installation can proceed. These are as follows:

• Ensure that the Hornbill Core Services module has been installed (on the same computer). If this is the case, your organisation will already be registered with Hornbill for Supportworks software evaluation, and you will have been given the required activation key, as described in the Hornbill Core Services Guide.

• Decide on the database system that the Supportworks server is to use for data storage. You can choose from the following:

– Supportworks SQL Server (which comes with Hornbill Core Services)

– Any other SQL database system (relational or flat-file) accessible via ODBC

If you decide on a database system other than Supportworks SQL Server, you must first ensure that the client components associated with that system are installed on the computer on which the main Supportworks server is to reside. Then, you must ask the database administrator in your organisation who is responsible for that system to create a specific database called swdata, with a size of at least 500 MB, for Supportworks to use. The database administrator should also create a suitable user ID, with create and modify rights, on that database. Finally, you will need to create a suitable System data source using the ODBC facilities in Windows Control Panel. During that process you will have to specify the name of the database, the name of the computer it is located on, and the login details for accessing the database.

Number of Users Processor Type Amount of RAM

Up to 5 Intel Pentium III 450 MHz 256 MB

5 to 20 Intel Pentium III 1.0 GHz 1.0 GB

20 to 50 Intel Pentium III 1.0 GHz 2.0 GB

50 to 100 Dual Intel Pentium Xeon 1.4 GHz with 1 MB L3 cache

2.0 GB

Over 100 Dual Intel Pentium Xeon 2.8 GHz with 1 MB L3 cache

3.0 GB


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If the database system you decide on is Microsoft SQL Server, you must additionally indicate to the database administrator that they should configure the swdata database with the option to support ANSI NULL values by default. Failure to set this option will result in problems with the database schema.

If the database system of your choice is Oracle, you must ensure that the option to Force SQL_WCHAR Support is not enabled. This option is found in the Workarounds tab of the Oracle ODBC driver configuration. Failure to disable this option will result in the loss of call updates.

If you have purchased a Supportworks Essentials system, you should note that this will not support Oracle.

• Decide on the e-mail system(s), if any, that Supportworks is to integrate with, and the way in which this integration is to be achieved. Although Supportworks comes with its own e-mail system that allows analysts to communicate with each other, it will not allow them to communicate with individuals outside the support team (although there is an inbound SMTP routing facility available for receiving mail from the Internet). Therefore, if there is a requirement for analysts to be able to communicate with, say, customers while working within the Supportworks application, then it will be necessary to integrate the application with one or more of your organisation’s existing e-mail systems. These can be any of the following:

– Microsoft Exchange (normally without Internet mail)

– Any mail system incorporating SMTP/POP3/IMAP4 Internet mail

– Lotus Notes (normally without Internet mail)

For each of these e-mail systems, integration is achieved by means of a Supportworks Mail Connector of the appropriate type, which acts as a client to the mail system concerned. All three Mail Connectors will be installed automatically as part of the Supportworks installation, although you will have to configure and enable the pertinent one(s) once you have installed the server.

You can integrate Supportworks with Microsoft Exchange via either the Internet Mail Connector or the Exchange Mail Connector. In most cases, where Internet e-mail is a requirement, you should use the Internet Mail Connector. (Note that this configuration allows mail interchange not only over the Internet, but also with Microsoft Exchange clients.) In other cases,


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where Internet e-mail is not required, or if you do not mind dealing with X.400 address formats, you can use the Exchange Mail Connector.

If you opt for the Exchange Mail Connector, you must ensure that Microsoft Outlook (or some other Exchange client) is resident on the computer where you intend to install the Supportworks server. You will also need to create a suitable Windows service account for Supportworks to use, and you should preferably be logged into that account while you are carrying out the installation. Instructions for creating Windows service accounts are given below.

If, on the other hand, you will be invoking the Internet Mail Connector (with or without Microsoft Exchange) and/or the Notes Mail Connector (with Lotus Notes), it is perfectly acceptable to use the default system account.

You can integrate Supportworks with Lotus Notes via either the Internet Mail Connector or the Notes Mail Connector. Again, where Internet e-mail is a requirement, you are recommended to use the Internet Mail Connector. (This will allow mail interchange both over the Internet, and with Lotus Notes clients.) In other cases, you can use the Notes Mail Connector.

• If you intend to install the server behind a firewall, and there will be client instances running outside that, you must configure the firewall so as to allow the following:

Any client to connect to server on port 5001/TCP (SwServerService)Any client to connect to server on port 5002/TCP (SwSQLServer)Any client to connect to server on port 5003/TCP (SwIndexServer)Any client to connect to server on port 5004/TCP (SwMailService)Any client to connect to server on port 5005/TCP (SwServerService)Any client to connect to server on port 5006/TCP (SwMessengerService)Any client to connect to server on port 5008/TCP (SwCalendarService)Any client to connect to server on port 80/TCP (SwHTTPService)Any client to connect to server on port 21/TCP (SwFileService)

Note that you can set any of these server ports to alternative numbers, but this may only ever be necessary for the last two. Note also that additional configuration, relating to communication with your organisation’s mail server, will be required if that server and the Supportworks server are to be on different sides of the firewall, and you will be using the Internet Mail Connector or Inbound SMTP Routing.


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If you intend, in the server configuration, to retain UDP as the mode for server-to-client notifications across the firewall, you must configure the firewall so as to additionally allow the following:

Server on port 5001/UDP to send data to client computers on any port/UDP

Once the above preparations have been made, you are ready to install the Supportworks server.

Creating Windows Service Accounts

Once installed, the components that make up the Supportworks server will be running as a number of services on Windows. By default, all of these Supportworks services will be expected to log into Windows using the system account. Provided you do not wish to integrate Supportworks with the external mail system by means of the Exchange Mail Connector, it would suffice for all services to log in via the system account.

However, if you do wish to use the Exchange Mail Connector, the Supportworks Mail Scheduler service (SwMailSchedule) will have to log in via a specific service account. This is because Supportworks (through the mechanism of the Exchange Mail Connector) requires certain security rights to be able to interact correctly with Microsoft Exchange, and the system account does not have these rights. Therefore, in such a case, you would need to create a suitable service account. Furthermore, because Microsoft Exchange uses NT Authentication, this service account must be a domain account, rather than a local machine account.

Instructions on how to create a suitable domain account, how to allocate the requisite security rights for it, and how to specify it for the service, are given below. Although these instructions relate to Windows NT specifically, they should be fairly similar on other versions of the operating system.


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Note If you intend to integrate Supportworks with Microsoft Exchange using the Exchange Mail Connector, you are strongly advised to avoid installing the Supportworks server on a Primary Domain Controller (PDC) or a Backup Domain Controller (BDC). This is due to uncertainties surrounding the allocation of rights to domain accounts on PDCs and BDCs. If you really have no choice but to install the server on a PDC or BDC, you should consult the Supportworks Technical Support Team for advice.

To Create a Domain Account

The procedure for creating a domain account will vary slightly between different Windows operating systems. For Windows NT, it would be as follows:

1. Using an Administrator-level account, log into Windows on the server where you will be installing the Supportworks server software. Alternatively, if you are going to install Supportworks on a Windows workstation, you should log into a Windows server within that domain.

2. Select Start > Programs > Administrative Tools > User Manager for Domains.

3. From the User Menu, select New User.

4. Give the account a username (for example, Supportworks).

5. Create a password for the account, and confirm it.

6. Uncheck the User Must Change Password at Next Logon option.

7. Check the Password Never Expires option.

8. Click the Groups button, select Administrators, and click Add. This makes the new account a member of the local Administrators group.

9. Click OK.

10. Click OK again.

You have now created a new domain account. The next stage is to allocate appropriate security rights for this account.


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To Allocate Security Rights to the Domain Account

Now that you have created the domain account, you need to give the account certain security rights for the service to operate correctly. The procedure for this (in the case of Windows NT) is as follows:

1. Ensure that you are logged into the computer on which you will be installing the Supportworks server, using an account having the same Administrator-level rights as the one you used when creating the domain account.

2. If the computer you are logged into is a Windows server, you must switch the User Manager from the domain context to the local-machine context, as follows. In User Manager for Domains, choose Select Domain from the User menu. In the Domain field, type the name of the computer you are using, and click OK. You will now see only local accounts displayed.

3. In User Manager for Domains (or User Manager, in the case of a workstation), select User Rights from the Policies menu.

4. Check the Show Advanced User Rights option.

5. From the menu in the Right box, select “Act as part of the operating system”.

6. Click Add.

7. If necessary, select the appropriate list of domain names, and click the Show Users button.

8. From the Names list, select Supportworks (or whatever you have chosen as the name of the service account).

9. Click the Add button, and then click OK. The account name should now appear in the Grant To list.

10. From the menu in the Right box, select “Log on as a service”.

11. Click Add.

12. With the appropriate list of domain names displayed, click Show Users.

13. From the Names list, select Supportworks (or whatever you have chosen as the name of the service account).

14. Click the Add button, and then click OK. The account name should again appear in the Grant To list.


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15. Click OK again, and close User Manager for Domains (or User Manager).

The account is now set up with all the necessary rights. To test the account, log out of your current session and log back in using the newly created account. If all is well, you are now ready to install Supportworks. After the installation, you must specify this new account for the Mail Scheduler service, as described in the sub-section below.

Note All of the server-installation steps given in any of the installation sections of the Guide below should preferably be taken while logged into the system using this new account.

To Specify the Domain Account for the Mail Scheduler

Now that the domain account you have created has all the necessary rights, and you have successfully installed the Supportworks server, you need to specify that account for the Mail Scheduler by means of the service-management facilities available in Windows. In the case of Windows NT, the procedure for this would be as follows:

1. In Windows Control Panel, double-click Services. The Services window is displayed.

2. In the list of services, select SwMailSchedule and click the Startup button. The Service dialogue box is displayed.

3. In the Log On As area, click This Account, and then click the adjacent browse button. The Add User dialogue box is displayed.

4. From the Names list, select the domain account you created and click Add.

5. Click OK.

6. Back in the Service dialogue box, enter and confirm the correct password for the account, overwriting the default password given.

7. Click OK.

8. Click Close.

From now on, whenever SwMailSchedule is restarted, it will log into Windows using the account you specified.


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Installing the Supportworks ServerAssuming that you have met all the requirements mentioned above, you are now ready to install the Supportworks server evaluation software. Installation is in two stages. The first stage is dependent on where you install the software from: CD-ROM or the Web. The second stage is the same wherever you install from, consisting of a wizard-based procedure driven by the Setup program.

How to Install from CD-ROM

The installation procedure from CD-ROM for the evaluation product is as follows:

1. Insert the Hornbill CD into your CD-ROM drive.

2. On the introductory screen, select the option to install the Supportworks server. This loads and starts the Setup program, which then displays the “Welcome to the Installation Wizard” window. You will now be guided through the remainder of the installation process by Setup. Please refer to Using Setup and the Installation Wizard on page 11 for a step-by-step walkthrough.

How to Install from the Web

If you do not have a CD-ROM containing the Supportworks evaluation software, you can download it over the Web from the Product Downloads area of the Hornbill website – the same place from which you probably obtained this Installation Guide. As the download file is large (at least 24MB), you should preferably have a fast Internet connection.

Assuming that you have just downloaded this Installation Guide from the Product Downloads area, the download and installation procedure for the evaluation product is as follows:

1. In your Web browser, go back to the Product Demonstrations page containing the evaluation and Installation Guide links.

2. Click the Supportworks-evaluation link.


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3. In the File Download dialogue box, either click Save, or select “Save this program to disk” and click OK (depending on your browser version).

4. If a Security Warning window is displayed, click Yes.

5. In the Save As dialogue box, select the folder in which the file to be downloaded is to be placed, make a note of the pathname, and click Save. The installation file is downloaded.

6. Wait until your download request has been validated and you have received an e-mail message from Hornbill containing an unpack password and an activation key. While you are waiting, please refer again to the section entitled Pre-installation Requirements on page 2, and make all necessary preparations for installation.

7. Once you have a password and key, go to the folder on your computer where the downloaded installation file is located and double-click the file.

8. In the Password window, type the unpack password you received by e-mail, and click Next. This button will not be available until you have entered the password correctly.

The installation file is unpacked, and the Setup program starts up, displaying the “Welcome to the Installation Wizard” window. You will now be guided through the remainder of the installation process by Setup. Please refer to Using Setup and the Installation Wizard below for a step-by-step walkthrough.

Using Setup and the Installation Wizard

Whether you started the installation of the server from CD-ROM or the Web, there will come a point at which Setup will run, invoking the Installation Wizard. The procedure you should then follow under the guidance of this wizard is given here:

1. Ensure that the “Welcome to the Installation Wizard” window is being displayed, as follows:


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2. In the “Welcome to the Installation Wizard” window, click Next.

3. In the Licence Agreement window, once you have read and agreed to the terms and conditions of the Licence, set the “Yes” checkbox option and click Next.


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4. If you have registered yourself with Hornbill for product evaluation, you should have been allocated an activation key that you can insert into the text area of the Server Activation Key window. The unique activation key is based on the utility-generated system ID of the computer on which you are performing the installation (and you would have notified Hornbill of this ID previously). If you do not specify a valid activation key, you will be unable to continue with the installation.

You can specify an activation key in one of two ways. If your computer has access to the Internet and your network security allows it, the easiest way is to click “Request Key via the Web”, whereupon Setup would attempt to obtain the key directly from Hornbill’s Web server, and then automatically insert it into the box. The alternative is for you to paste the key into the box from the e-mail message containing it; this would have been sent to you by Hornbill.

5. Once you have entered a valid activation key, click Next.


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6. In the Destination Folder window, either accept the default folder as the one in which to install the server software, or use Browse to select an alternative destination folder. Click Next to continue.

7. The Select Database window allows you to select the type of database you want Supportworks to use for storing its data. You should have decided on


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the database type already (see Pre-installation Requirements on page 2). Remember that Supportworks Essentials systems do not support Oracle databases.

Supportworks operates most efficiently with its own database server, which is shipped as part of Hornbill Core Services. If this is the one you want the application to use, ensure that Supportworks SQL Server is selected.

Alternatively, if you want Supportworks to use some other SQL-compliant database system (such as Microsoft SQL Server or Oracle) and have made the necessary arrangements, you should select the ODBC option and then highlight the relevant System data source. The Database Login Credentials area now becomes active, allowing you to specify here either the same login details that are currently defined for this data source, or a set of alternative details that will override these.

If you wish to see whether Supportworks will be able to connect successfully to the database system you have chosen, click the Test Database Connection button and observe the result.

8. Click Next.

Setup displays the Setup Status progress window while it copies all the necessary Supportworks files into their respective folders. After that, a command-prompt window opens, displaying the SQL statements being submitted to the database system to build the required tables. Setup then displays the NT Service Control window as it starts up the required services. When installation is complete and has been successful, the Installation Complete window is displayed.


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9. Ensure that the option to view Supportworks documentation and install clients is enabled, and click Finish.

Unless you have requested otherwise, your Web browser now opens automatically, displaying a Congratulations page. This contains links to a new-features summary and a support section, as well as to all the Supportworks user documentation and to the Supportworks client installation program. You may, if you wish, take this opportunity to browse and see exactly what information and facilities are available under the various tabs. If it is convenient to do so, you could now (before closing your browser) install the Supportworks client software. See Supportworks Client Installation on page 17.

Once you have closed your browser, you can return to the Congratulations page at any time, from anywhere on your network, by pointing the browser to:

http://<computer name>/sw/

where <computer name> is the name, or IP address, of the computer on which you have installed the Supportworks server.

If you want to know how to configure the server, how to set up your helpdesk organisation by means of the client, and how support analysts can use the client, you should read the on-line user documentation provided. Once you have installed the Supportworks client, you can access all user documentation from


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the client’s Help menu. Also, when you are running the Server Configuration utility, you can access the Server Configuration Guide by means of the Help button.

Supportworks Client InstallationHaving successfully installed the Supportworks server software, you can now install the client, perhaps initially on the same computer as the one on which you have installed the server. The procedure for installing the Supportworks client is given in the Client Installation Guide. You have a choice of carrying out the installation either from the server or from CD-ROM. If you have just installed the Supportworks server, and your browser is still displaying one of the Supportworks introductory pages, it is certainly best to install from the server.

After you have installed the Supportworks client, you can start it up and log into the server. By default, there is one login account on the server, for which the user ID is admin. The default password for this account is password. Be sure to change this password as soon as possible after you have logged in.

See the Client User Guide for instructions on how to start the client, and how to change the password.

Configuration of Mail ComponentsIf Supportworks is to integrate with any of your organisation’s e-mail systems, you will now have to configure and enable the appropriate Supportworks Mail Connector(s) and possibly some of the other mail components. Instructions for carrying out these tasks are given in the E-Mail Messaging chapter of the Server Configuration Guide.

Installing SelfService into the Web Server EnvironmentThe SelfService facility is an optional PHP-based component of Supportworks that allows customers to access your helpdesk over the World Wide Web. A


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technical overview of SelfService is given in the Server Configuration Guide, while usage aspects are covered in the Client User Guide.

As SelfService needs a Web server environment in which to run, the increasingly popular Apache Web server is supplied as part of the Hornbill Core Services software for that purpose. A complete Apache Web server environment will have automatically been created for you during the Hornbill Core Services installation process. By default, SelfService is then automatically installed into that fully configured environment during the process of installing Supportworks.

Therefore, with SelfService installed in this default location, there is no further installation to be carried out. Note that the service cannot be installed in the same environment as your organisation’s Web server.

Upgrading or Re-installing the Supportworks ServerYou may wish to install the Supportworks server software a second or subsequent time (from either CD-ROM or the Hornbill website) for any of the following reasons:

• To upgrade the server software to a new version.

• To restore missing files or settings – in which case you would re-install the existing version of the software without first removing the current installation.

• To clear up any corruption of the existing server configuration and data – in which case you would have to remove the current installation before re-installing the existing version.

Before you carry out any server upgrade or re-installation, first ensure that all analysts are logged out, so that there are no client or Messenger sessions running. In addition, if the computer is running Windows XP with the firewall enabled, and has been upgraded with a service pack since the last installation (which would have deleted the firewall’s configuration), you must reinstate the relevant firewall exceptions, as stipulated in Pre-installation Requirements on page 2.


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Note You must also ensure that the required data in your system is backed up. It is probably easiest to just back up the entire contents of the folder in which the Hornbill software and data is installed (C:\Program Files \Hornbill by default). If you fail to take a backup, you risk losing data should the upgrade be unsuccessful for any reason. In addition, an upgrade will overwrite any PHP/HTML template files you may have customised (unless you have renamed them), returning them to their installation defaults.

To Uninstall the Server

To remove the current installation of the server completely, display the Windows Start menu and select Programs > Supportworks Server > Uninstall Supportworks Server. Then, in the displayed Maintenance Mode window, ensure that the Uninstall Supportworks Server option is enabled and click Next. At the confirmation prompt, click Next again, wait for the uninstall process to complete, and click Finish.

The re-installation procedure you can now carry out will be exactly the same as for a brand new installation.

To Upgrade or Re-Install from CD-ROM

To upgrade the server from a new CD-ROM or re-install your existing version from CD-ROM, use the following procedure:

1. Insert the Hornbill CD-ROM into your CD-ROM drive.

2. On the introductory screen, select the option to install the Supportworks server. This loads and starts the Setup program. You will now be guided through the remainder of the process by Setup. For a step-by-step walkthrough, please refer either to Using Setup and the Installation Wizard on page 11 or Using Setup and the Upgrade Wizard on page 21, depending on whether you have uninstalled the software or not.


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To Re-Install from Your Existing Installation File

To re-install your existing version of the server if you have no CD-ROM but have kept (still in the same location) the installation file you originally downloaded, use the following procedure:

1. Go to the folder on your computer where the downloaded installation file is located and double-click the file.

2. In the Password window, type the unpack password you originally received by e-mail from Hornbill, and click Next. This button will not be available until you have entered the password correctly.

The installation file is unpacked, and the Setup program starts up. You will now be guided through the remainder of the process by Setup. For a step-by-step walkthrough, please refer either to Using Setup and the Installation Wizard on page 11 or Using Setup and the Upgrade Wizard on page 21, depending on whether you have uninstalled the software or not.

Hint If you have not uninstalled the software, a quicker way of re-installing it from the original downloaded file would be by running Uninstall Supportworks Server and enabling the Repair Supportworks Server option. However, this would entail an eventual restart of your computer.

To Upgrade or Re-Install from the Web

To upgrade or re-install the server via the Hornbill website if you are licensed to do so, carry out the following procedure:

1. Start your Web browser and go to http://www.hornbill.com.

2. Click the Customer Login link, and log into the Customer Area using the customer ID and password given to you by Hornbill.

3. On the Customer Area page, click the Current link in the Supportworks Release Notes row of the Product Downloads table to read the latest Release Notes if you are upgrading the Supportworks server software to a new build.


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4. Still in that table, make a note of the Unpack Password shown in the row relating to the new version of Supportworks Server. The password is case-sensitive.

5. In the Download column of the table, still in the same row, click either [http] or [ftp]. Note that, although [ftp] is the faster option, your firewall (or other security device) may not allow such transfers.

6. In the File Download dialogue box, either click Open, or select “Run this program from its current location” and click OK (depending on your browser version).

7. If a Security Warning window is displayed, click Yes. The installation file is downloaded and then immediately begins to run.

8. In the Password window, type the Unpack Password you made a note of earlier, and click Next. This button will not be available until you have entered the password correctly.

The installation file is unpacked, and the Setup program starts up. You will now be guided through the remainder of the process by Setup. For a step-by-step walkthrough, please refer either to Using Setup and the Installation Wizard on page 11 or Using Setup and the Upgrade Wizard below, depending on whether you have uninstalled the software or not.

Using Setup and the Upgrade Wizard

You will find that, if Setup detects an existing installation of the server on your computer (that is, an installation you have not removed), the first thing it displays on starting up will not be the “Welcome to the Installation Wizard” window, but a “Welcome to the Upgrade Wizard” window, summarising the possible actions on your configuration and data. You should click Next to proceed.

The next item displayed will be the Licence Agreement window. You should set the “Yes” checkbox option and click Next to continue. Setup will then display the NT Service Control window, which lists all the currently installed Supportworks services (excluding the core services), and prompts you to ensure that all users are logged out of Supportworks before you proceed. As soon as you click Next, Setup will stop each service in turn.


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The Setup Status window will be displayed temporarily as the relevant files are upgraded, or any missing files and/or settings are restored. After that, Setup will open a command-prompt window, displaying the SQL statements being submitted to the database system to build the required tables. The NT Service Control window will then re-appear while the services are restarted. Finally, when the Installation Complete window is displayed, ensure that the option to view the documentation and install the client is enabled, and click Finish.

Once the upgrade has completed successfully, you should remember to reinstate, from your backup location, any customisable files you may have previously modified. By default, these would mostly be found in the relevant subdirectories of C:\Program Files \Hornbill \Supportworks Server \html.

Troubleshooting Problems During SetupIf the Setup program controlling the Supportworks server installation fails, it normally issues a general warning, and then continues with the installation. If this happens, it probably means that certain pre-installation requirements relating to external systems to which the server connects were not correctly or fully met. Due to the modular design of the Supportworks server, it is relatively easy to pinpoint precisely the area of any such problem. To correct the problem, all that is normally required is to make the necessary adjustments to the external system concerned, or to enter the correct connectivity details. It would not normally be necessary to re-install the server.

The key to troubleshooting Supportworks in general is the contents of the server log file and the Mail Scheduler log file. The system updates either of these files whenever a significant event occurs. If the system detects a fault, it displays a general error message, which acts as a prompt for you to examine the relevant log file. Using the Log File Viewer provided, or from the relevant Start-menu shortcut, you can then open the log file and look at its most recent entry, which should describe the error event more specifically. If a fault is serious enough to prevent the server from working at all, the relevant log file should still be able to provide you with a clue as to the cause.

After server installation, you may find that the main Supportworks service fails to start. In such a case, you should refer to the subsection below to diagnose the


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problem. If none of the suggested remedies seem to cure the fault, please contact the Supportworks Technical Support Team.

The Server Service Failed to Start

If Windows NT displays an error message indicating that SwServerService has failed to start, you should check the Supportworks server log file. The name of this file is swserver.log, and it can be found in the folder called \log in whichever folder you installed the server (for example, C:\Program Files \Hornbill \Supportworks Server). An easy way to access the server log file is to display the Windows Start menu and select Programs > Supportworks Server > Log Files > Server Service Log File.

The reason for the error is clearly indicated in the last entry at the bottom of the log file. The most common type of reason for the server failing to start would be that it could not connect to the ODBC data source.

Such an inability to connect to the underlying database may be due to any number of factors, depending on the database chosen. If you have chosen to use a database system on another computer, for instance, you should first check that the network connecting the Supportworks server with the database system is working properly. Then, you should check that you have entered the correct user ID and password for Supportworks to log in with, and also the correct computer and database names.

You can check or re-enter the database user ID and password by displaying the Windows Start menu and selecting Programs > Supportworks Server > Supportworks Server Configuration, and looking in the Database tab. If necessary, enter the correct user ID and password for the selected data source and click Apply.

To check or re-enter the computer and database names, or any other database parameters, use the ODBC Data Source configuration facilities available in Windows Control Panel.

Once you have finished making corrections, you can start the server (called SwServerService) by means of the service-management facilities available in Windows Control Panel. Another way of starting the server is by using the facility provided in the Server tab of the Server Configuration utility program.


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Getting Technical SupportShould you require any technical support or advice when installing or using Supportworks, you can contact the Supportworks Technical Support Team by any of the following methods:

• The Web. This applies only after you have purchased Supportworks. Access the Hornbill website at http://www.hornbill.com, and click the Login link. On the Customer Login page, enter the customer ID and password allocated to you by Hornbill. Once logged in, you can log a support call with the Supportworks Technical Support Team.

• E-mail. Send complete details of the difficulties you are experiencing to [email protected].

• Telephone. Call Technical Support on +44 (0)20 8582 8228.

mailto:[email protected]

Documents

Supportworks Version 7 · – Any other SQL database system (relational or flat-file) accessible via ODBC If you decide on a database system other than Supportworks SQL Server, you