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Business Enterprises Ltd. |
LBE Web Helpdesk |
You are most likely to run into problems when first installing LBE Web Helpdesk on your web server. This is because there are a number of Microsoft technologies which need to be working together correctly for our application to run. To help you identify the problem we supply a file named testfile.asp. You should open this in your browser as normal. It will carry out a number of tests and report the results to you.
The main problem areas are:
This is the one that causes 95% of all installation problems.
Make sure you have installed the necessary database dlls. Click the Windows Start Menu, Settings, Control Panel, then click the ODBC Data Sources icon. Click the Drivers tab. There should be a Microsoft Access Driver (*.mdb) and a SQL Server entry.
If you are using the Enterprise version of LBE Web Helpdesk (i.e. a SQL Server 7 database) then you need to load global.asa into Notepad and remove the apostrophe from the following line:
'ConnectString = "Provider=SQLOLEDB.1;Password=lbe;Persist Security Info=True;User ID=lbe_user;Initial Catalog=LBEHelpdesk;Data Source=Inspiron"
You will then need to make the appropriate changes to your setup.
If you are using the Professional version of LBE Web Helpdesk (which uses an MS Access database), note the version number of the driver.
Load global.asa into Notepad and locate the line which looks like:
ConnectString = "Provider=Microsoft.Jet.OLEDB.4.0;Data Source=" & DBDirectory & "\" & dbName
If it is 3.51.x then make sure that 3.51 appears after the Microsoft.Jet.OLEDB. section, e.g.:
ConnectString = "Provider=Microsoft.Jet.OLEDB.3.51;Data Source=" & DBDirectory & "\" & dbName
If it is 4.00.x then make sure that 4.0 appears after the Microsoft.Jet.OLEDB. section, e.g.:
ConnectString = "Provider=Microsoft.Jet.OLEDB.4.0;Data Source=" & DBDirectory & "\" & dbName
If you still get problems with connecting to the database, create a new System DSN using the ODBC Data Sources icon in Control panel. The DSN should be called 'LBEWeb' and should point to the appropriate database. Then edit the ConnectString line in global.asa to:
ConnectString = "LBEWeb"
Install IE5 on the web server - this provides VBScript support that the helpdesk needs.
Install MDAC 2.1 (from http://www.microsoft.com/data/download.htm) on your web server - this installs the necessary database access dlls that the system needs.
Use either IIS4 or PWS4 as your web server. The web server provided by default with Frontpage will not support the Active Server Pages that the helpdesk uses.
Ensure the name of the virtual directory that points to the Web Helpdesk files does not contain any spaces.
In either PWS or IIS, set Read and Script permissions on the virtual directory for the Web Helpdesk.
If you are using the Professional version of LBE Web Helpdesk (which uses an MS Access database) on NT, make sure the IUSR_computer account has create rights in the directory the database is located in.
If your web server is running on NT, the IUSR_computer and IWAM_computer
account must be granted read permissions to the
If you have problems running the reports, you will need to change the long date format on your
web server. Click Start Menu, Control Panel, Regional Settings, then select the Date tab.
Enter a long date format of dd MMMM yyyy.
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