Troubleshooting & FAQs

Here is a list of some common problems and fixes when installing and using the web module:

1. Why do I get an 'Installer was Interrupted' error when installing the WebSpy Vantage Web Module?

   Symptom: When launching the WebSpyVantageWebModuleSetup.msi file, you are presented with the message "The installer was interrupted before WebSpy Vantage Web Module could be installed. You need to restart the installer to try again."

   Cause: This problem is usually caused by some necessary components of Microsoft IIS not being installed.

   Solution: To fix the problem, please follow the steps below for your Operating System/IIS version

   Windows Vista (IIS 7.0):

   1. Go to Control Panel | Programs and Features and click ‘Turn Windows Features on or off’.
   2. Expand ‘Internet Information Services (IIS)’ and check all options under ‘Web Management Tools’ and ‘World Wide Web Services’. Click OK to install.
      Note: The key components to install are the 'IIS 6.0 Management Compatibility Tools' and 'ASP.NET', but checking all the options under 'Web Management Tools' and 'World Wide Web Services' will ensure a smooth install.

   Windows 2003 Server (IIS 6.0):

   1. Go to Control Panel | Add or Remove Programs and click ‘Add/Remove Windows Components'
   2. Select 'Application Server' and click Details
   3. Ensure you have at least the following options checked:
      
      • Application Server Console
      • ASP.NET
      • Internet Information Services (IIS)
   4. Click OK

2. When I browse to the Web Module, I get a server error, or HTML code.

   Symptom: When you browse to the Web Module (http://servername/virtualdirectory), you get either get a server error or only see plain HTML code.

   Cause: This problem is usually caused by the ASP.NET components not being registered with IIS. This can occur if you install Microsoft Internet Information Services after you install the .NET 2.0 framework.

   Solution: You can manually register the ASP.NET components with IIS.

   To do this:

   1. Open a command window (Start | Run, enter 'cmd' and press OK)
   2. Type:
      C:\Windows\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe -i
   3. Press Enter
   4. You then need to restart IIS. Go to Start | Control Panel | Administrative Tools | Internet Information Services.
   5. Right-click on your server's name and select All Tasks | Restart IIS. Select 'Restart Internet Services on server name' and click OK.
   6. Then browse to the Web Module to see if the problem has been fixed.

3. I can't login as an administrator any more. How do I reset the Web Module?

   Symptom: When you try to log in to the Web Module with your Administrator Account, you get 'The specified credentials were not accepted.'

   Cause: This can be caused by changing your authentication mechanism and logging out before setting up a new administrator account that uses the new authentication mechanism. It may also be caused by forgetting your administrator username and password.

   Solution: You can reset the Web Module back to its original state so that you can re-configure your authentication mechanism and administrator account.

   To do this

   1. Go to the data folder for the Web Module that you specified in the Installation wizard (defaults to c:\VantageWebData)
   2. Open the file 'Vantage Web Module.Settings' in a text editor such as Notepad
   3. Look for the following line:
      <entry name="Configured" type="System.Boolean">True</entry>
      and change it to
      <entry name="Configured" type="System.Boolean">False</entry>.
   4. Save the file.
   5. Refresh the Web Module page and you should see the Configuration Wizard again. This will let you re-enter the authentication mechanism and admin account.