Integrated Risk Management System

Integrated Risk Management System

Troubleshooting Check List

Server side

After successful installation of the Server side, you will need to do the following.

1.  Ensure that the MIRACLES installation folder (%path%1\MIRACLES) is shared as READ ONLY.

2.  Ensure that the MIRACLES Documents Repository folder (%path%\MIRACLES Document Repository) is FULLY SHARED for everyone.

3.  Ensure that the MIRACLES Template Repository folder (%path%\MIRACLES Template Repository) is READ SHARED for only set users.

4.  Ensure that the Riskworks windows account has FULL ACCESS to all MIRACLES folders.

5.  Enable the following ports:

·  25 – for the SMTP

·  3050 – for Firebird Database

o  On the desktop go to “Control Panel” (Start -> Settings -> Control Panel)

o  Double click on “Windows Firewall”.

o  Click “Allow programs through Windows Firewall’

o  Under the “Exceptions” tab, click on “Add port...”

o  Type in the “Name” and the “Port number”.

o  Make sure “TCP” is ticked and click on “OK”.

o  Do this for SMTP and Firebird ports.

Client side

After successful installation of the Client side, you will need to do the following.

1.  Ensure the following ports are open (Steps are described in Server side Check List):

·  25 – SMTP

·  3050 – Firebird Database

·  1973 – Support

2.  Make sure that the Internet Explorer prints background images and colours.

·  Run Internet Explorer.

·  Click Tools -> Internet options -> Advanced.

·  Tick the option ”Print background colours and images”.

Troubleshooting and FAQ

Q: MIRACLES can’t connect to the server.

A: Check if the client has access to the server.

1.  First ensure the client can see the server desktop by checking on the network.

·  If you can’t see the server computer on the network, contact the network administrator.

2.  Open command prompt by clicking on : START -> Run

3.  Type in: ping IP (IP being the server’s IP address)

·  If it doesn’t ping, then contact the network administrator.

4.  Type in: telnet IP 3050 (3050 is the database port)

·  If it doesn’t pick up telnet, ensure it is installed.

o  Click START -> Settings -> Control Panel

o  Navigate to “Programs and Features”

o  Click on “Turn Windows features on or off”

o  Tick “Telnet Server” and “Telnet Client”

o  Wait for it to install and click on “OK”

·  If it doesn’t connect, then make sure that the client and server’s ports are open in the Windows Firewall.

Q: Client wants more users on the system.

A: Use the MIRACLES Maintenance Application to change the users. NOTE: You have to let your supervisor know, because the system is paid per user.

·  Run “MiraclesMaintenance.exe”.

·  Click on the “User licence update” tab.

·  Type the “Primary key” from the client’s MIRACLES into the “Primary key” field.

o  Instruct client: (In MIRACLES): Click Settings -> User licence setup.

·  Select the amount of users the system must have. NOTE: Don’t add the amount, just give the total amount of users.

·  Click on “Generate”.

·  Click “OK” on the screen that says: “Secondary key successfully generated”.

·  Give the “Secondary key” from the MIRACLES Maintenance Application to the client to type into MIRACLES in the “Secondary key” field.

·  Instruct client to click “OK”.

·  The window will close. Instruct client to reopen and ensure that the “Application user limit” has been updated.

Q: Client can’t see images when printing reports.

A: Instruct client to set internet Explorer to print background images. In Internet Explorer: Tools -> Advanced -> tick “Print background colours” and click on “OK”.

Q: User can’t see Organization hierarchy structure in MIRACLES Management System software.

A: Instruct client to make sure the user has been set the appropriate user group within the MIRACLES Management System.

·  To make a USER GROUP in MIRACLES: Associations -> User Group Maintenance. Add company to the user group in the “Link companies” option.

·  To add a USER to a user group in MIRACLES: Settings -> User setup. Click on the user you want to edit. Click on “Edit\View”. In the “User groups” option, add group(s) to the user.

Q: MIRACLES_Maintenance.bat isn’t running correctly.

A: Ensure the data is correct inside the file.

·  Decrypt the file using the “MIRACLES_Maintenance.exe”

·  Edit the file by right clicking on it and selecting Edit.

·  Firebird database might be installed on the c: drive and MIRACLES might be installed on another drive. Make sure these entries reflect the correct directory calls in the file.

·  NOTE: When changing drives, first change it, then go to the correct directory. For instance: first type f: then on the next line cd c:\miracles.

Q: MIRACLES Service is not running

A: Ensure that MIRACLES is installed with admin account. If not service will not run and can schedule task. Keep in mind that Task scheduler might also not work if not scheduled by admin.

Q: Receiving “Error loading MIDAS.dll”

A: This will happen when a client previously had MIRACLES installed to a different path (c:\Program Files\MIRACLES) and now has a new/different path (c:\Riskworks\MIRACLES). In the registry it keeps hold of the old path and still points the MIDAS.dll to its old installed directory. To fix use the “Run” function: regedit > search for MIDAS.dll and modify the path to current MIRACLES installation path.

If problem persists:

Run the following in command prompt -

regsvr32 C:\Riskworks\MIRACLES\midas.dll

1 %path% will usually be C:\Program Files. Change it to the correct path. This is where MIRACLES is installed.