Welcome to the Web+Center Installation and Configuration guide. This document contains the information necessary to install and configure the Web+Center web-based customer support and contact management application. This document only contains initial installation and configuration information. Please refer to the Web+Center User Guide for complete information on how to use Web+Center functions. Installation phone support is also available from Internet Software Sciences at (650) 949-0942. We also offer a complete web based support site at Internet Software Sciences website (www.inet-sciences.com) support page where you can review frequently asked questions, search a knowledge base of problems and solutions and self register and submit your own support cases.

If you upgrading from a previous 2.5 or 3.0 version, be sure to BACKUP your database and existing site before installing the new version. Web+Center Version 3.2 installs into a new directory structure that should not impact your existing configurations. For complete UPGRADE instruction, please refer to Appendix C of this installation and configuration guide.

Web+Center is a suite of three web based applications (Customer+Center, Tech+Center, and Business+Center) that require a Web Server (MS Internet Information Server or Personal Web Server) and a backend database (SQL*Server 7.0 or MS Access) to operate. Due to the complex integration of the three components, it is recommended that anyone installing Web+Center should have some knowledge of web servers, and databases and managing a web application or web site.

Listed in this document are 8 steps required to install and configure Web+Center and required components. It is important that the steps are performed in the sequence listed.

This document contains instructions for both SQL*Server and Access versions of the database and configurations for personal web servers and NT server based Internet Information servers. Please skip over sections that do not apply to your configuration.

The first 3 steps involve verifying or installing Microsoft service packs, databases and web servers including:

• The necessary NT service pack 3 or higher or Windows 2000
• The Web Server (Internet Information Server/Mangement Console on Window NT Server/Windows 2000 or Personal Web server on Windows NT Workstation)
• MS Access database application or SQL*Server. Installing Access is optional if you plan to use the Access as the database engine. Only the Microsoft ODBC drivers are required for Web+Center operation. If you plan to use SQL*Server as the back-end database, you must fully install SQL*Server version 7.0 on your machine.

Once these applications are installed and their operation is confirmed, the Web+Center installation and configuration can be completed on top of the previous Microsoft software installations.

The Web+Center installation and configuration steps include:

• Download and run the Web+Center installation program.
• Setup the Web+Center database and ODBC configuration
• Setup the web server virtual directories for Web+Center
• Install Software Artisans SMTP ASP email utility

• Confirm Web+Center applications operation and configure Web+Center’s SMTP host address

Web+Center is a web-based client/server support system. Web+Center is the software that is installed on a PC running Microsoft web server software. Internet Software Sciences does not provide any client software since each client user must install and use their own web browser. (Netscape 2.0 or above and or Microsoft Internet Explorer 3.0 or newer is compatible)

To help maintain high availability and reliability, it is recommended that "production" uses of Web+Center reside on a machine that is dedicated as a web server where the proper backup, server maintenance, full time connectivity, and reliable power issues are handled. For evaluation purposes, Web+Center can be installed on any desktop machine equipped with the necessary software.

Web+Center can be configured to run on several Microsoft operating system platforms including Windows 2000 Server and Professional, Windows NT Server and Workstation. Due to Microsoft web server connection limitations on platforms other than Windows NT server or Windows 2000 Server, we recommend installing Web+Center’s software on a machine with the Windows NT Server or Windows 2000 Server operating system when possible.

Any Web+Center machine should have sufficient memory (128 MB) and disk capacity (1- 4 GB minimum) to support the web server application, although the application can be installed on machines with fewer resources. The Web+Center application itself only requires around 7MB for the initial installation.

Available in Appendix B is a set of Advanced Installation Notes that can be used for web administrators and persons very knowledgeable about Windows NT, 2000 web server and ODBC configurations. If you are familiar with setting up virtual web directories and configuring ODBC configurations, please jump directly to Appendix B and by-pass the detailed instructions below.

Microsoft Service packs are often packaged as a separate CD with the operating system or can be downloaded from the Microsoft web site at:

Microsoft’s web server (Internet Information Server version 4.0 / Internet Service Manager for Window NT Server or Windows 2000, or Microsoft’s Personal Web Server for Windows NT Workstation) is available from a Microsoft download site as part of the their NT 4.0 option pack.

This NT 4.0 option pack is also available from the MSDN (Microsoft Developers Network) subscriptions CDs. For the Windows NT Server NT option pack, use the Back Office Test Platform CD Disk #13. For Windows NT workstation, the option pack is available on Back Office Test Platform Disk #2 labeled Windows NT Option pack. Refer to the MSDN literature to help find these products on the CDs from MSDN. For Windows 2000, there is an option for the Web Server Installation under Administration Tools.

If you want to download and install the NT 4.0 option pack, please follow the 11 steps listed carefully. If the NT option pack is already downloaded and installed or the web server was installed by other methods, please continue to Step #3 (Install the database application).

Note: To download or install some of the components from Microsoft, it may be necessary to run the Internet Explorer Browser 4.0 and above.

Step 2.1: Using a Web Browser, navigate to the following web URL:

Step 2.2: Click on the Register and Download Option. Complete the online profile and registration form and select the Internet Information Server 4.0 component. The NT 4.0 option pack requires at least Service pack 3 to be installed prior to installing the option pack. Install this component first if your NT system has not been upgraded to service pack 3 or greater.

Step 2.3: When the Download and Trial center page appears, select Option 1 (Download the download wizard). This option downloads a 500K executable which will then be used to download all of the option pack components.

Step 2.4: On the next page, select the appropriate download wizard from the drop down list and press the NEXT … button. For NT workstation, select Windows NT Download Wizard for Windows NT Workstation or select the Windows NT Download Wizard for Windows NT Server if you are downloading the option pack for the NT Server.

Step 2.5: Click On the download.exe link below to start the Download Wizard. There are several download sites available.

Step 2.6: After downloading the file (Download.exe), launch it using the Start, Run option. It will bring up an installation wizard.

Step 2.7: Complete the necessary license agreement. When the Download Option screen appears, select the Download Only option.

Step 2.8: Complete the other wizard screens defining the language, configuration (select typical), download file path and download location. Once you complete the wizard screens, it will download several files (20 to 40 MB) into the specified directory.

Step 2.9: Once the download is completed, there should be a setup.exe file in the directory where you specified the files to be downloaded. Run the setup.exe in the download directory using the Start… Run option. The NT 4.0 option pack setup will contain several enhanced web and application development services. If you are installing NT server 4.0 option pack or NT Workstation option pack, the applications available may vary depending upon the option pack selected.

Step 2.10: Press Next and continue through the NT 4.0 option pack setup. On the Select Component screen, please select at least the following components:

Personal Web Server or Internet Information Server (Depending on NT workstation or server configuration)

Microsoft Transaction Server (If required for other components)

Step 2.11: Complete the Option Pack Setup by pressing Next.

MS Access or Access 200 IS NOT required to run the Web+Center application as long as the Microsoft Access ODBC drivers are installed during another installation step. They are typically installed along with the web server installation or other MS product installations.

If you want to review the Web+Center database tables or install the Access ODBC drivers with the Access installation, install Microsoft Access 97 or later. If your installation asks whether to install ODBC drivers, select YES to install them.

NOTE: If you have installed Access 2000, do not convert the live database to Access 2000 format. It will be incompatible with some parts of the applications. You can convert copies of the database to Access 2000 format for your own reports as needed.

If you running Web+Center with SQL*Server then install SQL*Server version 7.0 on your machine.

All of the Microsoft software should now be installed and operational. Please verify that the database and web server appear to be properly installed.

• Once installation executable is downloaded to a local directory, run the application by selecting Start -> Run -> Browse and select the executable file where you just downloaded.

• Note: If you have purchased a full license version you will be sent a special license key to go into one of your configuration files. This key can be installed after a normal FREE (3) tech installation is completed with no change to your current configuration.

• Note: Do not install this product under the wwwroot directory. Installing this application under the wwwroot will cause some special restrictive directory permissions that make the default Access database un-updatable unless the directory permissions are changed.

Complete all of the installation steps. The Web+Center installation program only creates directories and places files into those directories. Web+Center will not run until the remaining configuration steps listed below are completed.

The downloaded product will work with MS Access or SQL*Server 7.0. To use the Access database version, you will be using the ready to use webcenter30.mdb access database file that comes configured with initial user accounts and some default settings.

The SQL*Server version can be configured running the SQL script call CreateWebCenter30Database.SQL. The Access Database file and SQL sever database create scripts are all located in the \database directory of your webcenter30 directory tree.

Access Version – No additional installation steps are required for the Access database.

SQL*Server Version - Please follow the following steps below to create a Web+Center 30 SQL*Server database.

Step 5.1 – Launch the SQL Server Enterprise manager from the SQL*Server program list

Step 5.2 Select the Action…. New Database menu option

Step 5.3 In the Database Properties window, enter WebCenter30 into the name text box.

Step 5.4 Click the Ok button to create this initial blank database.

Step 5.5 Select the Tools… SQL Server Query Analyzer menu option and connect to your SQL*Server

Step 5.6 In the DB drop down list on the right hand side, select the WebCenter30 database you just created.

Step 5.7 - Select the File … Open Menu option and navigate to the Webcenter30\database directory and select the Createwebcenter31.sql SQL script.

Step 5.8 – Press the green arrow (Query…Execute Menu Option) to build all of the tables and database settings.

Step 5.9 Now that you have created the tables, create the Web+Center default tech user accounts and initial configurations by Selecting the File … Open Menu option and navigate to the Webcenter30\database directory and select the LoadWC31Defaults.sql SQL script.

Step 5.10 Execute this script by pressing the green arrow (Query…Execute Menu option) to build all of the tables and database settings.

Step 5.11 – You must create a user account for the webcenter database. The software is initially configured with user account with a LoginName of "wc30" and a password of "wc30pass".

To add this user account for your webcenter30 database, return to the SQL Server Enterprise Manager and expand the tree that displays Databases, Data Transformation Services, Management, and Security.

Expand the Security Folder to show the Logins icon.

Click on the Logins Icon.

Right Mouse click in the right hand window and select the New Login option.

In the Name text box, enter "wc30".

For Authentication area, select the SQL Server Authentication radio button and enter the password of :

"wc30pass"

Enter the password again to confirm the password

Next select the Database Access Tab of this window. Check the Permit checkbox next to the webcenter30 database and select all of the roles for the wc30 user.

Next select the Server Roles Tab and check the System Administrator option.

Press the OK button to save this user profile.

Step 5.13 If you do not want to use login of "wc30" and password of "wc30pass", you must edit the following 4 ASCII files with the your login and password for your database. Edit the file css_access.dat which is installed into the \webcenter30\techcenter directory. Secondly, edit the db_define.inc file in the \customercenter , \techcenter and \businesscenter directories that exist under the Webcenter30 directory tree. Restart the server after performing this changes to allow the web applications to parse the new information at startup.

Follow the steps to below to configure an ODBC connection for the Web+Center MS Access database configuration. See steps 5B for SQL*Server configurations

Step 5A.1: Open up the control panel selecting the START button and move to Settings and Control Panel. For Windows 2000, open the ODBC Data Source application by pressing Start… Programs… Administrative Tools, and Date Source (ODBC).

Step 5A.2: Launch the ODBC application by double clicking on the ODBC Icon.

ODBC drivers can be installed from several sources including MS Access installation, other application installations and service packs and option packs available from Microsoft.

Step 5A.3: In the ODBC Data Source administrator, click on the System DSN tab.

Step 5A.4: Inside the System DSN tab, click the Add… button to add a new system DSN.

Step 5A.5: Inside the Create New Data Source window, select the Microsoft Access Driver (*.mdb) and press the Finish button.

Step 5A.6: In the ODBC Access 97 Setup window enter the following information for each of the text fields:

Data Source Name: WEBCENTER30_DB

Description: Web+Center Database

Step 5A.7 : Press the Select… button to browse and find the exact access database file.

Navigate to the "webcenter30.mdb" access database file which is located in the c:\<Your Web+Center Installation Directory>\Database directory where c: <Your Web+Center Installation Directory> is the directory where you chose to install the Web+Center application.

Press the OK button in the Select Database window .

Step 5A.8: Press the Advanced button. On the Set Advanced Options window in the Default Authorization box set the following fields:

Login name: "wc30"

Password: "wc30pass"

Do not change any of the other default options.

Click OK to close the Advanced options

Step 5A.9 Close and save all of the ODBC settings by pressing:

OK in the ODBC Microsoft Access 97 Setup window

OK in the ODBC Data Source Administrator window

The ODBC DSN database configuration should now be set.

Follow the steps to below to configure an ODBC connection for the Web+Center MS SQL*Server database configuration.

Step 5B.1: Open up the control panel selecting the START button and move to Settings and Control Panel.

Step 5B.2: Launch the ODBC application by double clicking on the ODBC Icon.

ODBC drivers can be installed from several sources including MS SQL*Server installation, other application installations and service packs and option packs available from Microsoft.

Step 5B.3: In the ODBC Data Source administrator, click on the System DSN tab.

Step 5B.4: Inside the System DSN tab, click the Add… button to add a new system DSN.

Step 5B.5: Inside the Create New Data Source window, select the SQL*Server Driver and press the Finish button.

Step 5B.6: On the New Data Source to SQL Setup window enter the following information for each of the text fields:

Data Source Name: WEBCENTER30_DB

Description: Web+Center Database

Server: Click the drop down arrow. Select LOCAL or the correct server.

Click the Next when these fields are completed.

Step 5B.7 : On the next screen with the question: How should SQL Server verify authenticity of the Login ID? Select the checkbox with:

With SQL*Server authentication using a Login ID and password.

Step 5B.8: Inportant: On the next screen check the box that says Change the default Database to:

Select webcenter as the default database. If you can’t find this database, then your database was not properly setup during an earlier step.

Click Next to continue

Step 5B.9 On the next screen, do not check any additional boxes and use the defaults.

Click Finish. You can press the Test button to verify that your ODBC connection is working.

Click OK on the ODBC Data Source Administrator window to exit out of the ODBC settings.

A virtual directory maps a web URL path of "/customer30/" in a web URL of "http://MyCompanyName.com/customer30/" to a specific file directory on the web machine ( like c:\webcenter\customercenter\). For additional information on virtual directories, please refer to the web server documentation provided by Microsoft.

Web+Center requires four virtual directories for proper operation: one for Customer+Center’s application program and graphics, one for Tech+Center’s application program , one for the Business+Center application and one for Web+Center’s User Documentation. Repeat each of the steps below three times to configure the three virtual directories required for Web+Center.

Where C:\<YourWebCenterDirectory> is the directory you selected to put your Web+Center installation.

Important: Listed in step 6 are two sets of instructions. Use steps 6.1 to 6.9 are for configuring virtual directories on NT Server’s Web server called Internet Information server and use Steps 6.10-6.15 to configure NT workstation personal web server. Windows 2000 web server is very close to the NT web server configuration notes and there are instructions in the NT instructions for 2000 installations.

Configuring virtual directories on IIS server (Microsoft Management Console for NT server

Step 6.1: Click on the Start button. Under the programs option, click on the NT 4.0 option pack. Select the Microsoft Internet Information Server selection. Next select the Internet Service Manager selection. Clicking on Internet Service manager will bring up an application called Microsoft Management Console.

For Windows 2000 users, click on the Start button… Administrative Tools and Internet Services Manager option.

Step 6.2: In the left hand window of Management Console, expand the properties of the Internet Information Server by clicking on the "+" box under the console root. Expand the view 3 times until it shows the detail properties of the default web server as shown below.

Step 6.3: Right mouse click on the Default Web Site and select the New… Virtual Directory menu option.

Step 6.4: Inside New Virtual Directory Wizard window, enter the required alias name. Enter either "customer30", "tech30" or "docs30" depending which of the three virtual directories you are configuring. Do not include the URL forward slash character "/".

Step 6.5: Press the Browse button to enter the full physical path (like: c:\<your web+center installation directory\customercenter\) containing the files you want to reference. Please select one of the full physical paths from the list below depending on which virtual directory you are configuring.

Step 6.6: Set the access permissions for this directory. Select the Read and Execute Access only for the 3 Web+Center virtual directories. Do not select any other access permissions.

Step 6.7: Press Finish. Once each virtual directory is created, it is very important that you set some additional properties for this virtual directory. Right mouse click on the virtual directory (tech30, or customer30 or Business30 and select the Properties option. In the properties window on the Virtual Directory tab set the checkbox called "Run in a separate memory space (isolated process)". Verify that the permission settings are set to Execute including script and the Access permissions allow Read.

For Windows 2000 users, set the application protection option to High (Isolated) instead of checking the Run in Separate Memory Space option

Step 6.8: Repeat steps 6.3 – 6.7 to configure all three of the virtual directories.Your virtual directories should now be configured and should appear in the virtual directory list under the default web server in the left hand window of the Microsoft Management Console.

Step 6.9: (Optional) To set the Home directory virtual directory for the default web server, right mouse click on the Default Web Server and select the properties menu item. Select the Home Directory tab. In the local path field, enter the full file of the directory that the home directory should point to. Press the Apply button when completed. Use this option if you want a host name or domain name URL (like www.company.com) to point directly to Customer+Center or Tech+Center application pages. Besure to set the Run in separate memory space checkbox for this window if you are configuring this home page option.

To setup the Web+Center virtual directories for the Microsoft Personal Web Server, (the web server that is installed with Windows NT Workstation), carefully repeat steps 6.10 – 6.14 for each of the three web+center virtual directories.

Step 6.10: Launch the Microsoft Personal Web server by selecting: Start … Programs…Windows NT 4.0 Option Pack… Microsoft PersonalWeb Server … Personal Web Manager

Step 6.11 In the left hand panel of the Personal Web Manager window, click on the Advanced icon near the bottom of the panel.

Step 6.12: For each of the three virtual directories listed below, follow these steps

Step 6.13: Click on the Add… button.

Step 6.14: In the Add Directory window, press the Browse button to enter the full physical path (like: c:\<your web+center installation directory\customercenter\) containing the files you want to reference. Please select one of the full physical paths from the list below depending on which virtual directory you are configuring.

In the Alias text box, enter one of the three alias names. Enter either "customer30", "tech30" or "docs30" depending on which of the three virtual directories you are configuring. Do not include the URL forward slash character "/".

In the Access checkbox area, select the Read and Execute checkboxes.

Press the OK button to save this virtual directory setting.

Repeat these steps for each of the 4 virtual directories settings.

Step 6.15: (Optional) To set the Home directory virtual directory, right mouse click on the <Home> Virtual Directory entry and select the properties menu item. Set the directory and alias as it was set for the other virtual directories. Use this option if you want a host name or domain name URL (like www.company.com) to point directly to the Customer+Center or Tech+Center application pages.

The Web+Center application now requires the use of the third party FREE ASP email utility from Software Artisans. This must be installed or the automatic emails will not be sent from the Web+Center application.

If your web server already has the Software Artisans SMTP mailer utility or other SA products that include this mailer on your web server, then you do not need to install this component.

This component and other ASP utilities provided by Software Artisans are extremely helpful in rapidly developing ASP applications for your site. Check their web site for additional products and services offered by Software Artisans at http://www.softwareartisans.com.

Step 7.1 Press the Start button on the desktop and select the Run option

Step 7.2 Press the browse button and navigate to the c:\<Your_Web+Center_Installation_Directory\SMTPUtility\ directory.

Step 7.3 Click on the sasmtpmail10 executable (a box icon) and press the Open button.

Step 7.4 Run the application. It will install the SMTP mail utility on your machine. It does not have to be installed in the Web+Center directory. If you have problems installing this utility, please check the support options at the Software Artisans website.

Once all of the software is installed and configured, confirm the proper operation of Web+Center with the following tests:

Tech+Center requires a Tech ID and a password to log into the application.

Tech+Center comes configured with (3) default tech staff accounts with the following levels of permissions:

These default tech staff accounts are automatically available with the initial seed database. They should only be used to access the system initially and they should be immediately modified or deleted once other tech accounts are created. Refer to the Web+Center Users Guide on how to edit or add Tech+Center accounts.

To access the Tech+Center application, enter the following URL:

http://<YourHostName>/Tech30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• The word "localhost" if browsing on the same machine as the server

You should see the Tech+Center login page shown above. In the Login box, enter "CSS-1000" for the Tech ID field and "config" for the password, and press the login button. This will log you into Tech+Center as a "configurator" which is the highest level of access into the system.

If you get an http:// 500 error and you are running the Web+Center application on a Windows 2000 server or Windows 2000 professional machine, then please check the following file permissions.

Press Start… Programs… Accessories… Windows Explorer and navigate to the webcenter30.mdb file located in the InternetSoftwareSciences\webcenter\database\ directory.

Right mouse click on the file and select the properties option. Click on the Security Tab. Verify that the webcenter30.mdb file has user "Everyone" has "Full Control" permissions on this file. Depending upon how the application is installed, this file may not have the right permissions to run under Windows 2000.

Remove other user permissions and replace them with only the Everyone Full control permissions for this file.

Important: Before registering any customers or entering new support cases, we recommend you first configure your local SMTP host address setting inside of Web+Center. This Web+Center setting directs all of the automatic email notification messages to this outgoing SMTP host address. Typically this will be provided by your Internet provider or corporate mail server and typically defined as the "outgoing SMTP mail address". For example, for Earthlink ISP users, the SMTP mail address is:

smtp.earthlink.net

To set this value follow the steps below:

• Log into the Tech+Center using a "configurator" level password. The system is initially configured with a "configurator" level account with Tech ID = css-1000 and password of "config".
• Click on the Administration button in the left hand control panel
• Click on the System configuration menu text link at the top of the System Administration page
• Click on the Configuration options link on the Systems Configuration page
• Scroll the window down if necessary to the Email Addresses option area.
• Set your local SMTP address into the box labeled SMTP Mail Server Address. Replace any previous values that may have been entered into the field.
• Optionally set the Default Reply-To Address to a "reply to" email address like "support@mycompany.com"
• Press the Submit button located at the bottom of the page to process these changes

• The same page appears again after processing the submit so that any changes can be verified.
• Verify that the SMTP Mailer server address is successfully entered and press the Cancel button.

• Close your browser to completely log out of Tech+Center application

To access the Customer+Center application, enter the URL of:

http://<YourHostName>/Customer30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• "localhost" if browsing on the same machine as the server

Self register a customer by clicking on the New User button. Enter all of the registration information as instructed.

If the registration was completed successfully, your Customer+Center application has been properly installed and configured.

Business+Center requires a Tech ID and a password to log into the application.

Business+Center uses the same 3 pre-configured tech accounts with the following levels of permissions:

These default tech staff accounts are automatically available with the initial seed database.

To access the Business+Center application, enter the following URL:

http://<YourHostName>/Business30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• The word "localhost" if browsing on the same machine as the server

There are still numerous configuration options available for site customization. Please refer to the Web+Center Users Guide for information on additional configuration options.

The Web+Center user guide and this installation guide are both installed as part of the Web+Center installation and it is available on your local Web+Center system at:

http://<hostname>/documentation/

If you have any questions or problems, please check Internet Software Sciences Support options at www.inet-sciences.com.

Important : Once the system is installed and initially configured, one should review the Getting Started Guide (GettingStarted.html or GettingStarted.doc) located in the \documentation directory. This guide will help you customized and configure your Web+Center application for your own business and organizational requirements.

Listed below are some of the common Web+Center installation errors and solutions.

Complete list of FAQ and a extensive knowledge base of Web+Center questions and problems are available from the link on the Internet Software Sciences support page if you click on the Web-based support link.

The Internet Software Sciences main support page is at:

(NEW) To help diagnose database read and write access connectivity, we have created a set of scripts to help test and debug your configuration if you having problems. If you experience problems with your installation, then open up the following page with your browser:

http://<hostname>/tech30/installtest.htm. where <hostname> is the ip or fully qualified host name.

This HTML file will provide 6 tests to test database connectivity, read and write permissions, Tech+Center logins and SMTP mail configurations.

Error: Tech+Center or Customer+Center application does not start when running on NT server with IIS 4.0 and Microsoft Management Console version 4.0.

Solution: The techcenter and customercenter virtual directories must have Run in a separate memory space checkbox selected.

Error: Browser displays the message: 29539 (0x00007363)

Solution: The browser displays this error if the Web+Center ODBC configuration is not properly configured or if it is does not exist.

To fix this problem, verify that the ODBC name is correctly spelled "WEBCENTER_DB" and that the proper database file c:\<your Web+Center Directory>\database\webcenter.mdb has been selected.

Also verify that the Advanced access permissions have been set to username=sa password=sa.

Error: Browser displays HTTP Error 404 when attempting to display Customer+Center or Tech+Center first page.

Solution: This same error can occur for several reasons. Some of the possible reasons include:

• The URL to access the first page for Customer+Center or Tech+Center is misspelled. The correct spelling should be:

• Web+Center is not properly installed – Verify that Web+Center is installed by looking at the directories and sub directories where the Web+Center installation was done. There should be five directories including CustomerCenter, TechCenter, Documentation, SQL, Database. If you do not see these five directories, re-install the Web+Center application

• Web+Center virtual directories are not properly set. Review step 6 (Setting Web+Center virtual directories).

Error: Browser page never displayed after Customer+Center’s New User button is pressed

Solution: The browser will wait if the ODBC configuration is not properly configured or if it is does not exist.

To fix this problem, verify that the ODBC named is correctly spelled "WEBCENTER_DB" and that the proper database file c:\<your Web+Center Directory>\database\webcenter.mdb has been selected.

Also verify that the Advanced access permissions have been set to username=sa password=sa.

Error: Browser cannot load the first Customer+Center or Tech+Center page

Solution: The web server itself may not be running or properly configured. Verify that the web server is running correctly by attempting to bring up the home page of the web server by entering into the browser:

http://<hostname>/

where <hostname> is:

• A proper recognized host name on your local area network
• A domain name like www.mycompany.com
• A valid IP address like "206.86.1.169"
• The word "localhost" if browsing on the same machine as the web server

If a default home page for your web server does not appear, then verify and confirm your web server configuration before continuing with Web+Center installation and testing.

Error: Browser page displays Error 405 – Method not allowed. This error can occur with both the Tech+Center or the Customer+Center application.

Solution: If the virtual directory permissions do not include the execute permissions you will get this error. To fix this problem, go back and verify that the virtual directories configured for the web server allow web application to have the execute and execute script permissions.

Error: Reports Page on Tech+Center does not work.

Solution: If the Tech+Center application works but the reports page attempts to download a page or some other behavior, verify that you have the ASP engine that comes installed with the MS web server (Internet Information Server) properly configured and running. Verify that you have get any ASP page working and review the documentation available with the Web Server for more information on ASP scripting.

Error: Browser reports "SERVER ERROR" when accessing a page in Customer+Center or Tech+Center

Solution: To solve this problem, it may be necessary to reboot the server. Please contact Internet Software Sciences if you can reproduce this problem easily and we can trace down the problem further. This should never happen but it has been reported in certain releases.

Error: Other problems not described here

Solution: Some other problems have been identified due to various NT system related issues that cannot be reproduced. Generally, stopping and restarting the web server or rebooting the machine will clear up some memory and other resource issues.

Error: ODBC Driver reports an error after installing another product

Solution: ODBC Drivers can be overwritten by other applications that install their own ODBC drivers that maybe written by a vendor other than Microsoft or they replace the current ODBC driver with an older ODBC driver if the installer does not properly check for dates or versions. To fix this problem, it may be necessary to re-install a known version of an ODBC driver from an Access, SQL*Server or Microsoft Office installation.

Error: Table is locked by Admin User

Solution: With the Access and SQL*Server Database version, if a user has one or more of the tables in "design mode", the table will be locked and no data updates or data read can be made from the table until it is released. No user should ever be changing the tables structure or have the database in design mode.

Error: Aftering submitting a case or registration the browser reports error with "Helo" or other messages indicating that the email notification message was not sent.

Solution: First, verify that the SMTP mail address set under administration/configuration is specified and it a either domain name or IP address that web server can properly resolve. Some users have experience problem connecting to certain mail server due to their configuration and who they will accept mail from to prevent SPAM from getting sent through their SMTP mail servers. It may be necessary to select a different SMTP mail server if you cannot re-configure the SMTP server to communicate with the Web+Center application properly.

Error: Failed to open recordset Message

Solution: This error should not occur but problems that create this error have been corrected with new versions of Tech+Center and Customer+Center and newer versions of the Web+Center seed database. Please check the Internet Software Sciences support website (http://www.inet-sciences.com/support.html) for information on new versions of the database or new releases. It maybe necessary to download a new version of the software and install it. Before installing a new version, ALWAYS save your current database into a backup file or database so you can export the data to the new database.

Error: When running the system on Windows 2000 and Access 2000 the application does not run.

Solution: Please contact IIS support or check the Internet Software Sciences support page for details on configuring the application for this OS and database configuration.

These instructions perform the same installation procedure as step 1-7 available in the main document, but assumes that the installer is very knowledgeable about the NT/2000 web servers and ODBC configurations.

Step 1: Install the latest version of the Web+Center application which is downloadable from the Internet Software Sciences web site at:

http://www.inet-sciences.com

Step 2: Configure the three virtual directories listed in the table below with either the Windows NT/2000 Management Console/Internet Information server or the Personal Web Server. They must have read and execute permissions and when configuring these virtual directories on the IIS 4.0 you must select the Run in a separate memory space option selected which can be found by right mouse clicking on the virtual directories and selecting the properties option. Refer to the detail instructions for information on setting these permissions.

Step 3: Install the Web+Center Database. If you are using the Access database, no additional steps are required to install the database. To run the SQL*Server version of the Web+Center database, use the two SQL scripts located in the \database directory (CreateWebcenter31.sql and LoadWC31Data.sql) to build a SQL Server database called "webcenter30". It is configured for Logins of "wc30" and password of "wc30pass". Refer to Step 5 for complete details on creating the database.

Step 4: Configure a system DSN ODBC configuration for either the webcenter30.mdb file (Microsoft Access File) which is located in the C:\<Your Web+Center Installation Directory>\database directory or the SQL*Server database called webcenter. In both cases, name the ODBC connection WEBCENTER30_DB. See step 5A and Step5B for more details.

The Web+Center application now requires the use of the third party FREE ASP email utility from Software Artisans. This must be installed or the automatic emails will not be sent from the Web+Center application.

If your web server already has the Software Artisans SMTP mailer utility or other SA products that include this mailer on your web server, then you do not need to install this component.

This component and other ASP utilities provided by Software Artisans are extremely helpful in rapidly developing ASP applications for your site. Check their web site for additional products and services offered by Software Artisans at http://www.softwareartisans.com.

Step 5.1 Press the Start button on the desktop and select the Run option

Step 5.2 Press the browse button and navigate to the c:\<Your_Web+Center_Installation_Directory\SMTPUtility directory.

Step 5.3 Click on the sasmtpmail10 executable (a box icon) and press the Open button.

Step 5.4 Run the application. It will install the SMTP mail utility on your machine. It does not have to be installed in the Web+Center directory. If you have problems installing this utility, please check the support options at the Software Artisans website.

Step 6: Verify Tech+Center operation.

Tech+Center requires a Tech ID and a password to log into the application.

Tech+Center comes configured with (3) default tech staff accounts with the following levels of permissions:

These default tech staff accounts are automatically available with the initial seed database. They should only be used to access the system initially and they should be immediately modified or deleted once other tech accounts are created.

To access the Tech+Center application, enter the following URL:

http://<YourHostName>/Tech30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• The word "localhost" if browsing on the same machine as the server

You should see the Tech+Center login page shown above. In the Login box, enter "CSS-1000" for the Tech ID field and "config" for the password, and press the login button. This will log you into Tech+Center as a "configurator" which is the highest level of access into the system.

If you get an http:// 500 error and you are running the Web+Center application on a Windows 2000 server or Windows 2000 professional machine, then please check the following file permissions.

Press Start… Programs… Accessories… Windows Explorer and navigate to the webcenter30.mdb file located in the InternetSoftwareSciences\webcenter\database\ directory.

Right mouse click on the file and select the properties option. Click on the Security Tab. Verify that the webcenter30.mdb file has user "Everyone" has "Full Control" permissions on this file. Depending upon how the application is installed, this file may not have the right permissions to run under Windows 2000.

Remove other user permissions and replace them with only the Everyone Full control permissions for this file.

Important: Before registering any customers or entering new support cases, we recommend you first configure your local SMTP host address setting inside of Web+Center. This Web+Center setting directs all of the automatic email notification messages to this outgoing SMTP host address. Typically this will be provided by your Internet provider or corporate mail server and typically defined as the "outgoing SMTP mail address". For example, for Earthlink ISP users, the SMTP mail address is:

smtp.earthlink.net

To set this value follow the steps below:

• Log into the Tech+Center using a "configurator" level password. The system is initially configured with a "configurator" level account with Tech ID = css-1000 and password of "config".
• Click on the Administration button in the left hand control panel
• Click on the System configuration menu text link at the top of the System Administration page
• Click on the Configuration options link on the Systems Configuration page
• Scroll the window down if necessary to the Email Addresses option area.
• Set your local SMTP address into the box labeled SMTP Mail Server Address. Replace any previous values that may have been entered into the field.
• Optionally set the Default Reply-To Address to a "reply to" email address like "support@mycompany.com"
• Press the Submit button located at the bottom of the page to process these changes

• The same page appears again after processing the submit so that any changes can be verified.
• Verify that the SMTP Mailer server address is successfully entered and press the Cancel button.

• Close your browser to completely log out of Tech+Center application

http://<YourHostName>/Customer30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• "localhost" if browsing on the same machine as the server

Self register a customer by clicking on the New User button. Enter all of the registration information as instructed.

If the registration was completed successfully, your Web+Center evaluation version has been properly installed and configured.

There are still numerous configuration options available for site customization. Please refer to the Web+Center Users Guide for information on additional configuration options.

The Web+Center user guide and this installation guide are both installed as part of the Web+Center installation and it is available on your local Web+Center system at:

http://<hostname>/docs30/

If you have any questions or problems, please check Internet Software Sciences Support options at http://www.inet-sciences.com/support.html

http://<YourHostName>/Business30/

where <YourHostName> is either :

• your local machine name
• Your domain name (www.mycompany.com)
• "localhost" if browsing on the same machine as the server

Important : Once the system is installed and initially configured, one should review the Getting Started Guide (GettingStarted.html or GettingStarted.doc) located in the \documentation directory. This guide will help you customized and configure your Web+Center application for your own business and organizational requirements.

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It is easy and safe to upgrade existing Web+Center 2.5 implementations to Web+Center 3.1 database formats and new enhanced application functionality. Please review Appendix D for a complete breakdown of database import scripts for Access and SQL*Server.

To migrate users from Web+Center 3.0 to Web+Center 3.1, please refer to the special scripts 3.0 to 3.1 Upgrade notes below.

Special scripts have been written to help migrate users from their current version to this new version.

To upgrade from Web+Center version 2.5 to Version 3.1. please take the following steps.

(17) Important : Do not run both the old Tech+Center component and new Tech+Center on the same machine due to possibly problems when caching the ISAPI techsupp.dll unless the run in separate memory space has been configured when configuring the techcenter virtual directory. Do not let persons to book-mark code within the Web+Center application since their book mark may attempt to call Web+Center web code with parameters that are in-compatible with the new version.

If you wish to use your existing virtual directory names or any name other than the web+center 30 default names, you must edit two files with the names of the tech+center and business+center virtual directories.

First, edit the file called Businesscenter.asp located in the \techcenter directory. Near the top of the file is define the business+Center virtual directory name. Replace the current business30 name with your businesscenter virtual directory name.

Secondly, edit the Techcenter.asp file in the \businesscenter directory with the name of your techcenter virtual directory near the top of this file replacing the default tech30 virtual directory name.

The Web+Center 30 version defaults to wc30 and wc30pass for the SQL*Server login for the application. To change this database login to something else, you must edit 4 files with your specific username and password for SQL*Sever. In the \techcenter directory, edit the css_access.dat file with you username and password in the 2 and 3^rd lines of this configuration file. Also, in the \techcenter directory, edit the db_define.inc with your username and password as documented in this file.

You must also edit in the exact same approach, the db_define.inc files located in the \customercenter and \businesscenter directories.

Besure to reboot the server to allow the application to be properly re-cached once you have made these changes.

(18) Test and verify the Web+Center 30 database before turning all of the users to this use version. Note: Data entered into the webcenter 30 system will only be available with the Web+Center 30 system.

Important : Once the system is installed and initially configured, one should review the Getting Started Guide (GettingStarted.htm or GettingStarted.doc) located in the \documentation directory. This guide will help you customized and configure your Web+Center application for your own business and organizational requirements. There is also new information in the User Guide on how to use the new Business+Center component.

If you have customized the Customer+Center or Tech+Center login pages (default.htm) from the \customercenter or \techcenter directories, they can be simply be copied into the new webcenter30 respective directories.

Also, any graphics (*.gif, *.jpg) replacements can easily be moved over to the new site.

Other ASP scripts that have customized must be integrated with the new webcenter30 scripts. This integration should only be done by carefully analyzing the new scripts and your current script and determine if any changes occurred between the 2.5 and 3.0 release. Custom report and additional scripts can also be used on the webcenter 3.0 system. The previous database tables have NOT changed, but only new tables have been added so existing customizations should not be broken with the new version.

Version 3.1 mainly differs from version 3.0 by offering a new asset management component that allows asset assignments along with some bug fixes. This includes some database table changes and new and updated applications code.

Step 1) Backup your database (Access or SQL*Server) completely before any upgrading.

Step 2) To upgrade from an existing 3.0 installation, use the checkversions.asp script which is located techcenter directory. To run this script, enter into your browser URL:

http://<your Hostname>/tech30/checkversions.asp

This will perform a version check between files located on your machine and file located on the Internet Software Sciences Version server.

Using the existing checkversions.asp script in the techcenter directory, grab the latest version of UpgradeWebcenter30To31.sql SQL script.

Using the SQL*Server enterprise manager, run this script on your current Web+Center database.

Also, upgrade any other existing files that are out of date and move them to techcenter directory. Perform this checkversion.asp script for your Customer+Center and Business+Center directories.

Using the existing checkversions.asp script in the techcenter directory, grab the latest version of UpgradeWebcenter30to31.asp script.

Place this file into your techcenter directory and run this script with the URL:

http://<your Hostname>/tech30/upgradecenter30to31.asp

Also, upgrade any other existing files that are out of date and move them to techcenter directory. Perform this checkversion.asp script for your Customer+Center (customer30) and Business+Center (business30) directories.

Another option is to download and install the latest 3.1 version into a separate directory and simply copy and paste files. Do not install completely install the 3.1 directory tree over an existing site. Copy and paste individual files in after reviewing their dates and sizes. If you sort both your current Web+Center directory and the new version 3.1 directory by date, you can quickly identify which scripts have been updated. The SQL*Server SQL scripts are located in the \database directory and the ASP scripts (for upgrading Access) are located in the \techcenter directory.

To avoid any confusion on the numerous database scripts for creating, upgrading or loading default values for the database for the two database formats, the following table below was created to help define all of the files and there purposes. Running certain CREATE database scripts will DROP all tables and delete your database records so backup the database before performing any scripts or upgrades.

For new installations with Access, none of the scripts are required. You initial database is already current and contains initial seed database values. For new installations with SQL*Server, you will need to run only the first two scripts.

For Existing systems wishing to upgrade, use the Upgradewebcenter* SQL scripts for SQL*Server or ASP scripts for Access.