Installation Problems

ETAP Knowledge Base Problems related to Installation of ETAP PROBLEMS RELATED TO INSTALLATION OF ETAP

Description: General Problems Related to Installation of ETAP Category:

Installation

Type:

Setup, Troubleshooting

Keywords:

Installation, Uninstall, Exception, Stand-Alone, Network, USB Key, Parallel Port key, License Manager, Activation Code, Firewall, Crystal Reports

This document provides information and instructions on how to resolve general problems related to the installation of ETAP.

Item1: ERROR: “An invalid Activation Code was entered. Please retry!” Item2: Stand Alone vs. Network configuration Item3: Function of Reset License Manager Tool Item4: LAN Vs WAN Network License Item5: What files compose an ETAP project? Item6: How to determine who is using ETAP Item7: Types of ETAP security keys and Operation System compatibility Item8: Aladdin Item8: Aladdin HASP USB-1600 USB-1600 key is not detected detected Item9: Error: “ETAP failed to receive authorization from the ETAP License Manager” Item10: Latest ETAP License Manager compatibility with previous versions of ETAP Item11: “Error – 1603 Fatal error during installation” appears during the installation of ETAP License Manager 7.1.0. Item12: Cannot uninstall previous versions of ETAP License Manager Item13: Verifying if the latest version of the ETAP License Manager is correctly installed Item14: Selecting the Nameplate tab causes an exception and ETAP shuts down Item15: ERROR: “UFL „u2lstrng‟ that implements the function is missing” This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization authorization of Operation Technology, Inc., Inc., 17 Goodyear, Suite 100, Irvine, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. Inc. All Rights Reserved. Reserved.

© Operation Technology, Inc.

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ETAP Knowledge Base Problems related to Installation of ETAP Item16: Exception occurs when launching ETAP Item17: ERROR: “ETAP failed to continue the license from LM due to time zone discrepancy” Item18: ERROR: “ETAP project file name and path is limited to 128 characters” Item19: ERROR: “The Project file you are trying to open is marked as Read -Only. ETAP cannot open this file!” Item20: ERROR: “The parameter is incorrect” Item21: ERROR: “Could not find file „(unknown)‟. Driver‟s SQLSetConnectAttr failed” Item22: Error: “ETAP key is not found or the License Manager is not ready!” message appears Item23: Error: “Could not read key!” message appears when using ETAP 556 with Aladdin HASP USB-1600 Stand Alone key Item24: Activation Item24: Activation Code is required required every every time ETAP ETAP is launched launched Item25: Is ETAP compatible with Citrix?

Item1: ERROR: “An invalid Activation Code was entered. Please retry!”

Error Message appears when an invalid activation code has been entered. Verify that the Activation Code you entered is correct. Note that the activation code is case sensitive. Also, each release of ETAP has a unique activation code. This code can be found on the DVD sleeve.

This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization authorization of Operation Technology, Inc., Inc., 17 Goodyear, Suite 100, Irvine, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. Inc. All Rights Reserved. Reserved.


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ETAP Knowledge Base Problems related to Installation of ETAP If you have received the activation code through e-mail, copy and paste this code into the ETAP Activation Code editor to avoid any typos. Copying any extra characters or space will make the code invalid. If the error message continues to be displayed, e-mail a screen capture of the Activation Code editor showing the activation code you have entered to [email protected]. We will verify the activation code for you.

Item2: Stand Alone vs. Network configuration Stand Alone: In this configuration, the ETAP License Manager, the security key and ETAP reside on the same machine. Network Configuration: In this configuration, the ETAP License Manager and key reside in the server (ETAP can also reside in the server). The ETAP License Manager server is responsible for providing access to ETAP clients allowing them to run ETAP.

Item3: Function of Reset License Manager Tool In ETAP 7.0.0, the Reset License Manager option serves as a tool to:  

Automatically change from one security key model to another To clear all ETAP clients connected to the ETAP LM server

This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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ETAP Knowledge Base Problems related to Installation of ETAP

In a stand-alone configuration, selecting the option to Reset the License Manager will stop and start the ETAP License Manager Service within the machine. This will cause ETAP to close. In a Network configuration, selecting the option to Reset the License Manager in the ETAP LM server will stop and start the ETAP LM Service in the server. This will cause all clients connected to the ETAP server to lose access with ETAP. As a result, ETAP will close. In a network configuration, selecting to Reset License Manager from a client machine will not have any effect on that machine, other client machines or the ETAP server. This is due to the fact that the actual ETAP LM service is being provided by the server (machine in which the security key is connected) and not the client. The Reset License Manager option was originally included in ETAP 6.0.0 as the Setup Maintenance option. This function was intended to make it easier for users to change the security key from one model to another since the program automatically configures the License Manager for the selected key.

Item4: LAN Vs WAN Network License ETAP distinguishes if a network license key is used in a LAN or WAN network. If the network is WAN, users who are licensed for and have an ETAP activation code for a LAN will not be able to run ETAP and the ETAP License Wizard will generate the following message:



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To determine whether a LAN or WAN license is installed, ETAP looks at the IP addresses of both the server and the local computer. The rules that ETAP uses are outlined here: 

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If the server name is “.”, “LocalHost”, or the local computer name, it is a LAN. If the server name is anything else, translate the server name to its IP address and follow the rules below.

Rules: If the IP address is one of the following and in the indicated range, it is a LAN:

If the IP address does not fall into the above ranges, it is a routable IP address and therefore a WAN license is required. If the user has a WAN IP address and they are licensed for LAN use, they must either upgrade the license to a WAN or install the software and the ETAP License Manager on a PC with a LAN IP address. Contact ETAP Sales at [email protected] for pricing to upgrade to a WAN.

Item5: What files compose an ETAP project? An ETAP project consist of the following files, these files must have the same filename: .mdb .oti .pso (This file exists if you have OLE objects in your projects) This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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ETAP Knowledge Base Problems related to Installation of ETAP .cpx (This file exists if you have cable pulling projects) .grd (This file exists if you have ground grid systems)

Item6: How to determine who is using ETAP Determining who is using an ETAP License can be done by opening ETAP, going to Help\About ETAP… and clicking on the License Tab of the ETAP Enterprise Editor. A screen like t he one below appears providing such information.



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ETAP Knowledge Base Problems related to Installation of ETAP Item7: Types of ETAP security keys and Operation System compatibility Types of ETAP security keys Aladdin HASP USB - ETAP-OTI 1600

Dallas 1-Wire USB – ETAP-OTI 1410

Parallel Port

Table that depicts compatibility of ETAP keys with different operating systems OPERATING SYSTEM

32-bit

64-bit

Microsoft Windows 7 (Professional, Ultimate)

Hasp USB (green) 1-Wire Parallel

Hasp USB (green)

Windows Vista (SP1) (Home Premium, Business, Enterprise)

Hasp USB (green) 1-Wire USB (blue) 1-Wire Parallel

Hasp USB (green)

Microsoft Windows XP (SP 3) (Professional or Home Edition)


Hasp USB (green)

Microsoft Server 2008 (SP2)


Hasp USB (green)

Microsoft Server 2003 R2 (SP 2)


Hasp USB (green)

Microsoft Server 2003 (SP 2)


Hasp USB (green)

Note: 

Microsoft Windows 7 only supports the Aladdin HASP and Parallel security keys.



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ETAP Knowledge Base Problems related to Installation of ETAP 

64-bit Operating Systems only support the Aladdin HASP key. All other security keys are not compatible.

For key replacement information, please contact the ETAP sales department at [email protected] and provide the following information: Your Name Company Name ETAP Serial Number Information on the sticker of your existing key Shipping Address Contact information

Item8: Aladdin HASP USB-1600 key is not detected If ETAP failed to detect the USB 1600 (Green) key, go to the Device Manager (Start menu\ Control Panel \ System | Hardware \ Device Manager) and check if the key is displayed as shown on Figure 1. Figure 1



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If there is a HASP HL 3.21 device entry with a yellow exclamation mark under Other devices section as shown on Figure 1, it indicates an installation problem with the key. For proper installation of the key, please proceed with the following steps: (1) Go to the Windows start button and open the Run window (leave this window open). (2) Go to C:\Program Files\Operation Technology Inc\ETAP License Manager XXX folder and locate the executable file named haspdinst.exe. where XXX represents the latest version number of ETAP being used. Drag and drop this file into Run Window as shown in Figure 2. Figure 2



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Once you have dropped this file into the Run windows, an entry will appear, and at the end of the entry enter a space followed by –install The complete entry should read (as shown in Figure 3): "C:\Program Files\Operation Technology Inc\ETAP License Manager XXX\haspdinst.exe" –install Figure 3

After clicking on the OK button, the message shown in Figure 4 should appear. This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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ETAP Knowledge Base Problems related to Installation of ETAP Figure 4

You will be notified that the installation of the driver for the key was successful by the message shown in Figure 5. Figure 5

After clicking OK, you will begin to see the messages shown in Figure 6 and Figure 7. Please note that if these messages do not appear, please disconnect the USB key and re-connect it once again. Figure 6

Figure 7

If the drivers were properly installed, in the Device Manager you will see that the HASP HL 3.21 device entry is no longer listed with a yellow exclamation mark under Other devices section as shown on Figure 1. Instead, you will see that the Aladdin USB key is listed under Universal Serial Bus Controllers section as shown in Figure 8. Figure 8 This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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Item9: Error: “ETAP failed to receive authorization from the ETAP License Manager” This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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

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Make sure that you have installed the latest version of License Manager. The latest ETAP License Manager is provided in the DVD containing the latest version of ETAP. Go to the server and from Services, verify that the License Manager (ETAP Lic Mgr) service is started (Control Panel \Administrative Tools \ Services). Alternatively, you can go to windows. If the service starts but the client machine fails to receive authorization, check the License Manager computer to ensure that the Windows' firewall is not blocking incoming traffic. To do this, go to the computer on which you have the license manager installed and select "Run/Control Panel/Windows Firewall". On the General page, note whether the Firewall is on or off. If it is on, go to the exceptions page and see if the License Manager is listed and checked. If not, you should select the Add Port... button. Enter Etap License Manager for Name: and enter 6260 as the Port Number : Ensure that TCP is selected. Also check the check box that requests a notification if a program is blocked and click ok, continue clicking OK on previous pages until you return to the control panel. If your IT department controls the Windows Firewall, you may have to coordinate with them to get the port open on the computer running the License Manager software. Go to your client computer and select "Run/Control Panel/Windows Firewall". If it is on, go to the exceptions page and check the check box that requests a notification if a program is blocked and click ok, continue clicking OK on previous pages until you return to the control panel.

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If the service does not start, go to the Event Viewer Application Logs and view the ETAP License manager Application log for clues regarding why the service does not start. Every attempt to start the service generates several entries. Review all logs. If the problem is caused by failure of the application to find the key, then verify that the key is installed properly.

For Dallas 1-Wire USB Key – ETAP-OTI 1410

For verification of the proper installation of the USB key – ETAP-OTI 1410, go to the Control Panel \ System \ Hardware\ Device Manager. If the1-Wire Devices is shown in the Device Manager, then the key is installed properly.



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For USB Aladdin HASP Key – ETAP-OTI 1600

For verification of the proper installation of the USB key – ETAP-OTI 1600, go to the Control Panel \ System \ Hardware\ Device Manager and you should see Aladdin drivers under the Universal Serial Bus Controllers.



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Item10: Latest ETAP License Manager compatibility with previous versions of ETAP The latest ETAP License Manager is compatible with previous versions of ETAP. To be able to use the latest version of ETAP, you need to use the latest or a newer version of the ETAP License Manager.

Item11: “Error – 1603 Fatal error during installation” appears during the installation of ETAP License Manager 7.1.0. In some cases, the HASP drivers installed from previous installation cannot be removed.



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The un-installation process is then aborted with a 1603 Fatal Error message.

The previous drivers may be removed manually with the following steps: (1) Go to C:\Pr og ram Files \Operation Technology Inc \E TA P L icens e Manag er 700 (2) In this folder, look for the Hasp program file named Haspdinst.exe This document is confidential and proprietary to Operation Technology, Inc. and may not be reproduced, published or disclosed to others without the written authorization of Operation Technology, Inc., 17 Goodyear, Suite 100, Irvine, CA 92618, USA. © 2010 by Operation Technology, Inc. All Rights Reserved.


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ETAP Knowledge Base Problems related to Installation of ETAP (3) Right click on this file and create a shortcut (4) Go to shortcut Properties and edit the shortcut Target " C:\Program Files\Operation Technology Inc\ETAP License Manager 700\Haspdinst.exe" -r -fr (5) Run this short cut to remove Hasp drivers (6) Install ETAP 7.1.0 License Manager

Item12: Cannot uninstall previous versions of ETAP License Manager If uninstalling a previous versions of the ETAP License Manager is not possible through the Control Panel feature (take for example the case when uninstalling ETAP 6.0.0 after ETAP 7.0.0 has already been installed), please proceed with the following procedure: Insert the ETAP CD of the version you want to uninstall (in this case ETAP 6.0.0 CD), browse to the CD folder and launch the file called setup.exe. A window shown in the image below will appear. Select the Modify Option and click on Next.



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ETAP Knowledge Base Problems related to Installation of ETAP The uninstall process will proceed with the following window. Please uncheck ETAP License Manager and click Next (This will uninstall ETAP License Manager 6.0.0.). If you want to completely uninstall all the applications related to ETAP (in this case ETAP 6.0.0), please uncheck all. Note that any unchecked items will be uninstalled.

Item13: Verifying if the latest version of the ETAP License Manager is correctly installed To verify if the Latest version of the ETAP License Manager is correctly installed, please do the following: Go to Control Panel and in the Add/Remove programs section, verify that the latest License Manager is listed as shown in the following image. If it is not listed, please install the latest version of the License Manager. If it is listed, proceed to the next step.



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Go to Windows Start Button and type in services.msc

A window with a list of services will appear. Please verify that an Etaps Lic Mgr service appears on the list of services. If it appears, select the Etaps Lic Mgr service. Right click and in the list of options that appear, select Properties.



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In the Etaps Lic Mgr Properties window, verify that the path to executable is pointing to the latest version of the License Manager. The full path should read: C:\Program Files\Operation Technology Inc\ETAP License Manager XXX\Etapslmt.exe where XXX represents the version number of the latest License Manager (in this case its 710).



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Item14: Selecting the Nameplate tab causes an exception and ETAP shuts down Completely close ETAP. Run the REG.BAT file in ETAP XXX\pvdt40 folder, where XXX represents the latest version of ETAP. If the issue does not get resolved, go to Control Panel\Add or Remove Programs, locate the latest version of the ETAP program, click on Change and then select Repair.

Item15: ERROR: “UFL „u2lstrng‟ that implements the function is missing” When opening certain ETAP reports, the following error appears: “UFL „u2lstrng‟ that implements the function is missing” and the selected report will not open. This error message shows that installation of Crystal Reports, which is the software used for generating ETAP reports has been overridden by other installations. To resolve the issue, do the following: (1) Copy the u2lstrng.dll and u2lsqrt.dll files from the ETAP program directory (C:\ETAP...) to the C:\Program Files\Common Files\Business Objects\3.0\bin directory (2) If the above solution does not correct the problem, go to the Control Panel \ Add or Remove Programs select Change and Repair ETAP. (3) If Repair does not correct the problem then uninstall ETAP and re-install it again.

Item16: Exception occurs when launching ETAP An exception occurs and a general error message shown below appears when launching ETAP.



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This is a general error message and it can be due to a number of reasons. 



User does not have Read, Write and Execute permissions to the ETAP application folder and other project folder(s). This issue can be resolved by providing these permissions or by moving the project files to a location in which user has these permissions.

If the problem does not get resolved, try the following:



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ETAP Knowledge Base Problems related to Installation of ETAP (1) Run Mdac_typ.exe file from the ETAP XXX\Other folder (Where XXX, represents the latest version number of ETAP) (2) Run Jet40SP3_Comp.exe file from the ETAP XXX\Other folder (3) Restart computer (4) Run ETAP 

The error can also be project dependent. This can be determined by opening other projects. If other projects are successfully opened except one, the problem might be limited to that specific project. Please contact [email protected]

Item17: ERROR: “ETAP failed to continue the license from LM due to time zone discrepancy”

This error message occurs when the clock on your machine (client) and the clock on the PC with the license manager (server) contain a difference of more than 5 minutes. To avoid this issue, the clocks on both computers (client and server) should have the correct date and time for time zone in which they reside. If you believe the time and date is correct, please send us screen captures of both computer‟s date and time via e-mail. This can be done by going to Control Panel and Selecting the Date and Time feature.

Item18: ERROR: “ETAP project file name and path is limited to 128 characters”



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This error appears when the name and path of the project you are trying to open contain more than 128 characters. The issue can be fixed by reducing the path length. Please note that opening the project from the network itself can cause this problem. It is recommended to have the project file on your local drive at all times when accessing from ETAP.

Item19: ERROR: “The Project file you are trying to open is marked as Read -Only. ETAP cannot open this file!”

Error appears when the project files are set to Read Only. Remove the Read Only attribute. This can be done by selecting all files related to the project. Right click, select Properties, and the Properties Editor will appear. Un-check the Read-only option, click on Apply and then the OK button.



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Item20: ERROR: “The parameter is incorrect”

Error appears because ETAP is unable to open project files that are stored on a disk. The project can be opened by copying the project and related files to your local drive.

Item21: ERROR: “Could not find file „(unknown)‟. Driver‟s SQLSetConnectAttr failed”



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ETAP Knowledge Base Problems related to Installation of ETAP User receives the following error message when attempting to open an ETAP project. 

You will receive the above message when attempting to open an ETAP project if the project filenames are not the same. ETAP projects consist of the following files and they must have the same filename: .mdb .oti .pso (This file exists if you have OLE objects in your projects) .cpx (This file exists if you have cable pulling projects) .grd (This file exists if you have ground grid systems)



ETAP compacts project Access database after saving and closing of the project. The compaction function is an MS Access feature, which is activated by ETAP. You will probably notice the mdb filename truncation when the project resides across the network. This is due to your File System Type. Please refer to the following link for more information on File Naming in Windows XP Professional: http://technet.microsoft.com/en-us/library/bb457112.aspx If your project name contains 8 characters or less, you will not see this problem. Also, if the project is not across the network, you will not see this problem.

Item22: Error: “ETAP key is not found or the License Manager is not ready! ” message appears





Verify that the ETAP License Manager is installed in the designated computer. If it is not, Install the License Manager and make sure there is no firewall interference. The ETAP License Manager Service is not running. Reset the License Manager from Start\All programs\ETAP XXX\Reset License Manager.



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ETAP Knowledge Base Problems related to Installation of ETAP 



ETAP key is not properly connected to the computer or key drivers are not installed properly. Verify that the key is securely attached to the computer. Refer to the ETAP User Guide, Chapter 2 for details. The ETAP License Manager is installed in a Virtual Machine. ETAP prevents the operation of the License Manager on a virtual machine. This is due to the nature of virtual machines that makes it possible to replicate the ETAP License Manager in violation of its intended number of users per ETAP License Grant and Agreement. Please contact [email protected] for more details.

Item23: Error: “Could not read key!” message appears when using ETAP 556 with Aladdin HASP USB-1600 Stand Alone key

This error message appears because when you are using an Aladdin HASP USB-1600 Stand Alone key with ETAP 5.5.6, you have selected the Stand Alone key option. When you launch ETAP 5.5.6, the ETAP License Wizard prompts you to choose between a Stand Alone Key and Network Key. You MUST select Network Key regardless of whether your ETAP configuration is for a Stand Alone or Network license.



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If a Network Key is used, specify the computer name or IP address of ETAP License Server. For a Stand Alone key, enter a period (“.”) or type in “LocalHost”. Click Next to continue.



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ETAP Knowledge Base Problems related to Installation of ETAP Upon successful detection of the key, click Finish to complete the ETAP License Wizard.

Item24: Activation Code is required every time ETAP is launched This occurs when user switches between different versions of ETAP and all of these versions are using the same etaps.ini file stored in C:\Windows. Since each version has its own activation code, switching between different versions will prompt you to enter the activation code. To avoid having to enter the Activation Code every time ETAP is launched, follow these steps: (1) Go to C:\Windows (2) Copy the etaps.ini file (3) Paste this file into the Application folder of the version that prompts you to enter the Activation Code (4) Launch ETAP for version and update the activation code The next time you launch ETAP, you will no longer be requested to enter an activation code.

Item25: Is ETAP compatible with Citrix? CITRIX is officially not supported for ETAP because we do not test against it. We do support Microsoft‟s Terminal Services which is basically the same. We are not aware of any specific limitations for using Citrix (a number of our customers do use Citrix) but a network license for ETAP is required. Additionally, ETAP is a demanding application (depending on project size) on both PC real time and graphics, so a Terminal Services (or Citrix) arrangement is not always the most responsive.



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Installation Problems

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