How to troubleshoot IAG Client Components issues

Scenario 1

Review and configure Internet Explorer security settings. To do this, follow these steps.

Step 1

1. Open a new Internet Explorer window.
2. On the Tools menu, click Internet Options.
3. Click the Security tab.
4. Under Security level for this zone, click Custom level.
5. Make sure that the following settings are configured:
   • Download signed ActiveX controls: Prompt
   • Run ActiveX controls and plug-ins: Enable
   • Script ActiveX controls marked safe for scripting: Enable

Step 2

Make sure that you select the Install ActiveX Control option when Internet Explorer shows the blocked bar description. This installs the IAG Attachment Wiper.

Step 3

1. Open a new Internet Explorer window.
2. On the Tools menu, point to Pop-up Blocker, and then click Popup Blocker Settings.
3. In the address of website to allow box, type the address of the IAG Web site, and then click Add.
4. Click OK.

Step 4

1. Open Windows Firewall.
2. Click the Exceptions tab.
   • If WhlCach3 and WhlDetct.dll appear in the Programs and Services list, make sure that the corresponding check boxes are selected, and then click OK.
   • If WhlCach3 and WhlDetct.dll do not appear in the Programs and Services list, follow these steps:
     1. Click Add Program.
     2. Click Browse.
     3. Select %programfiles%\Whale Communications\Client Components\3.1.0\WhlCach3.exe, and then click Open.
     4. Click OK.
     5. Click Add Program.
     6. Click Browse.
     7. Select %programfiles%\Whale Communications\Client Components\3.1.0\WhlDetct.dll, and then click Open.
     8. Click OK.
     9. Click to select the WhlCach3 check box and the WhlDetct.dll check box, and then click OK.

Scenario 2

1. Restart the client computer.
2. Open Task Manager, click the Processes tab, and then click the DMService.exe process.
3. Click End Process, and then click Yes in the window.
4. Try to uninstall the IAG Client Components again.

Note The DMService.exe process is part of the IAG Client Components. The process can be safely ended when you uninstall the IAG Client Components.

Scenario 3

The Java SSL Wrapper component time-out calculations are different on computers that are not running Windows. Time-out rules are as follows:

On Windows-based clients:

• Session time-out is affected only by the mouse. It is not affected by the keyboard.

On clients that are not running Windows:

• Session time-out is not affected by either the mouse or the keyboard.
• The inactivity pop-up window will appear on clients that are not running Windows at the interval for which the inactivity time-out is configured in IAG. Time-outs occur regardless of activity.

Scenario 4

Currently there is no support for 64-bit clients. Also, support for 64-bit IAG Client Components will not be added to any current versions.

Scenario 5

This behavior is explained in the IAG 3.6 Service Pack 1 (SP1) and IAG 2007 SP1 Release Notes. Windows 2000 has the following limitations for IAG Client Components:

• Whale Client Components can be installed only by using the Whale Client Components installer.
• Functionality of the components is based on IAG version 3.7.0. Features that were added in IAG version 3.6 SP1 and IAG version 2007 SP1 are not supported.
• The Java SSL Wrapper applet is not supported.
  

To install the IAG Client Components on a Windows 2000-based client, run one of the following Setup programs.

Note These files are installed as part of the IAG 3.6 SP1 installer and the IAG 2007 SP1 installer. These files are located in the Whale-Com\egap\von\PortalHomePage directory.

• Win2K_WhlClientSetup-All.exe
• Win2K_WhlClientSetup-Basic.exe
• Win2K_WhlClientSetup-NetworkConnector.exe
• Win2K_WhlClientSetup-NetworkConnectorOnly.exe
• Win2K_WhlClientSetup-SocketForwarder.exe