Troubleshooting ScripTouch for Epic: Difference between revisions

Revision as of 15:12, 19 September 2016

ScripTouch for Epic is a piece of software designed to allow ScripTouch Signature pads to work with Epic Hyperspace.

Installation

Installation has to be done with your Epic Hyperspace support representative. You will need to install the software on your Epic Hyperspace server and you'll need to know the correct ProgId for ScripTouch for Epic prior to engaging Epic.

The ProgIds for ScripTouch for Epic are as follows:

Hyperspace Version	ProgId
2012	ScriptelDevice.0
2014	ScriptelDevice.1
2015	ScriptelDevice.2
2016	ScriptelDevice.3

Debugging Remote Connections

Typically Hyperspace is run on a server and clients connect to that server to run the Hyperspace application. In cases like this it becomes necessary to forward signature pads to the remote server in order for them to be useful with Epic. There are various ways to accomplish this.

Citrix XenApp/XenDesktop

Citrix XenApp in versions 7.6 and higher as well as XenDesktop 7 and higher natively support USB redirection. Older versions are supported through the use of ScripTouch Remote.

XenApp Version	Supported	Method
7.8	Yes	Native / ScripTouch Remote
7.7	Yes	Native / ScripTouch Remote
7.6	Yes	Native / ScripTouch Remote
7.5	Yes	ScripTouch Remote
7.1	Yes	ScripTouch Remote
7.0	Yes	ScripTouch Remote
6.5	Yes	ScripTouch Remote
5.x	No	N/A

XenDesktop Version	Supported	Method
7.8	Yes	Native / ScripTouch Remote
7.7	Yes	Native / ScripTouch Remote
7.6	Yes	Native / ScripTouch Remote
7.5	Yes	Native / ScripTouch Remote
7.1	Yes	Native / ScripTouch Remote
7.0	Yes	Native / ScripTouch Remote
5.x	No	N/A

In the event you're using ScripTouch Remote you can use the Troubleshooting ScripTouch Remote on Windows guide to troubleshoot remote pad redirection. If you're using native Citrix redirection you can check your setup against the Using Citrix XenApp USB Forwarding guide.

Microsoft Remote Desktop

Microsoft Remote Desktop USB redirection is supported through the use of ScripTouch Remote. You can use the Troubleshooting ScripTouch Remote on Windows guide to troubleshoot issues with Microsoft RDP.

VMware Horizon View

VMware Horizon View natively supports USB redirection. You can use this Citrix Guide to troubleshoot Horizon View USB redirection issues.

Wyse TCX

Wyse TCX natively supports USB redirection. You can use this Wyse Guide to troubleshoot Wyse TCX USB virtualization.

Creating Debug Logs

The ScripTouch for Epic plugin supports debugging in the event something goes wrong. You can turn on forwarding by doing the following on your Hyperspace server:

Open the system Environment Variable editor as outlined in this guide.
Under 'System variables' click the 'New...' button.
For 'Variable name' put 'SCRIPTEL_DEBUG' and for 'Variable value' put '1' (case matters).
Hit 'OK' then hit 'OK'.
Restart Hyperspace.

Once the environment variable is in place and Hyperspace has been restarted the following files should be created when the Scriptel for Epic plugin is used:

%TEMP%\scriptel-hyperspace_debug-log.txt
%TEMP%\scriptel-debug-proscript-<pid>.log

These logs can be sent to Scriptel support to help debug problematic issues.

Create Dump File

In the case of more exotic issues with ScripTouch for Epic it may be necessary to create a dump file to send to Scriptel support. The dump file should be created at the point that the problematic event is occurring if at all possible. This can be done one of two ways described below. Dump files can be rather large, please contact Scriptel Support if you need assistance transmitting the file(s).

Create Dump File with Task Manager

If Hyperspace continues to run while the exceptional condition (freezing, hanging, slowness, etc) is present the easiest way to create a dump file is with Task Manager:

Start Task Manager by hitting Ctrl - Alt - Delete and clicking "Task Manager".
Find Epic Hyperspace in the Processes tab, right click and hit "Create Dump File".
A dialog will appear containing the path to the created dump file, typically it will be in %TEMP%. Make note of the file location and name.
Hit 'Windows' + R, type '%TEMP%' and hit 'OK'.
A file browser will appear, find the file you noted earlier in this window and send this file to Scriptel support.

Create Dump File with Registry Settings

If Hyperspace is crashing (the window disappears, or a window appears that indicates Hyperspace has crashed) the easiest way to create a dump file is the following:

Using the Registry Editor, create a key located at 'HKLM\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps'.
Start Hyperspace and use it until it crashes.
Hit 'Windows' + R, type '%LOCALAPPDATA%\CrashDumps', and hit 'OK'.
Collect the dump file for Hyperspace in this location and send it to Scriptel support.

Microsoft documentation describing this feature is available here.

Beta Features

Annotation and Timestamp

This feature has not been added yet. When activated, it will bake the annotation and timestamp into the signature.

To activate this feature, please do the following:

Using the Registry Editor, locate the key at 'HKLM\SOFTWARE\Scriptel Corperation\Epic'
- If using a 64-bit OS, the key will be located at 'HKLM\SOFTWARE\WOW6432Node\Scriptel Corperation\Epic'
Change the value 'useAnnotations' from '0' to '1'

To deactivate this feature, locate the key in the Registry Editor and change the value back to '0'.

Do note that this feature will NOT add annotations and timestamps to pre-existing signatures.

Revision as of 15:11, 19 September 2016 (view source) William Powell (talk \| contribs) (→‎Annotation and Timestamp) ← Older edit		Revision as of 15:12, 19 September 2016 (view source) William Powell (talk \| contribs) (→‎Beta Features) Newer edit →
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	To deactivate this feature, locate the key in the Registry Editor and change the value back to '0'.		To deactivate this feature, locate the key in the Registry Editor and change the value back to '0'.

	Do note that this feature will NOT add annotations and timestamps to existing signatures.		Do note that this feature will NOT add annotations and timestamps to pre-existing signatures.