TROUBLESHOOTING: Problems common to SLVR and USBClient

[Belinda Frick]

SLVR and USBClient (client software):


Problem: The client software doesn't start
recording when using the AmtTAPILink.
Resolution: The extension field has not been configured
correctly in the client software. Change the default extension
in the INI file to the extension that is being recorded by this
client. The extension will automatically be configured on the
Amethyst server and used to start the recordings.

Problem: My calls are not terminated with call information,
or my calls are terminated randomly with incorrect call information.
Resolution: Topaz is incorrectly configured for that extension.
Check that the correct computer names are configured for each
extension that is being recorded. Try to use the computer names
instead of the IP addresses, since the IP address can change (if
DHCP is used). VERY IMPORTANT: If hot seats are not used, leave
the Topaz IP address blank in the settings of the recording client.
If the Topaz IP is entered, the clients will update Topaz with
incorrect information and cause the above-mentioned problem to appear.

Problem: The client software is not using the settings
configured in the INI file OR the clients do not work correctly.
Resolution: The shortcut in the 'start-up' folder is probably
incorrect. Check that it is a shortcut and not the EXE-file. If the
EXE-file is in the 'start-up' folder, it can't read the settings in
the INI file. If it is the EXE-file, delete the file from the 'start-up'
folder. Create a new shortcut in the 'start-up' folder that points to
the EXE-file in the 'Program Files\Datatex\' folder.

Problem: Client software doesn't connect to the server.
Client software doesn't start recording. The integration between
the client software and a 3rd-party application is not working.
Windows XP firewall pops up a warning message about the client
software trying to access the network.
Resolution: Windows XP Service Pack 2 has been installed
and the firewall is enabled by default. Disable the Windows XP
firewall and restart the client software.
[ALSO SEE:How to configure the Windows XP SP2
firewall to work with Datatex products]

Problem: The client keeps popping up when it starts
recording and users try to close the software to prevent this.
Resolution: Use the Amethyst supervisor to disable the
pop-up facility or change the setting in the INI file. The pop-up
facility is enabled by default in the client software.

Problem: The client starts up, but doesn't connect to
the Amethyst server. The server doesn't reflect any information
about the clients and there are no recordings in the database.
Resolution: Ensure that the client PC can ping the Amethyst
server. The client broadcasts on the network to find the server.
The server responds with the host name and the client tries to
connect to the host name. If the client can't connect to the
server all recordings are kept on the PC until it can successfully
connect. The server host name can be added to the host file on the
client PC or to the DNS server used on the network. All the status
information will appear on the Amethyst server and the recordings
will be available in the database.

Problem: Multiple copies of the client are started on the
same PC. The client software shortcut is installed in the 'All Users\Start-up'
folder and the Windows XP 'Switch User' feature is used without closing
the other copies of the client software.
Resolution: The users should rather use 'Log Off' when another
person is going to use the PC. Alternatively only one user should have
the shortcut to the client software in their 'Start-up'. That user must
always be the first user to log on to the PC.

TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems