Troubleshooting ScripTouch for Epic: Difference between revisions

Latest revision as of 11:02, 17 September 2021

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. Microsoft .NET 3.5 is required and must be installed separately. For Hyperspace versions prior to 2017 you'll need to know the correct ProgId prior to engaging Epic. Hyperspace 2017 and up no longer require the ProgId to be manually entered.

Download Epic Hyperspace plugin

The ProgIds for ScripTouch for Epic are as follows:

Hyperspace Version	ProgId
2012	ScriptelDevice.0
2014	ScriptelDevice.1
2015	ScriptelDevice.2
2016	ScriptelDevice.3
2017*	ScriptelDevice.3
Post-2017*	ScriptelDevice.5

* Automatically configured in this version of Epic

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 VMware Guide to set up and troubleshoot Horizon View USB redirection issues.

VMware Horizon View 5.0+ supports USB redirection.

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 logging 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.

Pad is Disabled After Signing

A new feature added in ScripTouch for Epic 3.2.47 and higher automatically disables the signature pad, to disable the behavior see here.

@@ Line 1: / Line 1: @@
+[[Category:Epic Hyperspace]]
 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.
+Installation has to be done with your Epic Hyperspace support representative. You will need to install the software on your Epic Hyperspace server. [https://www.microsoft.com/en-us/download/details.aspx?id=21 Microsoft .NET 3.5] is required and must be installed separately. For Hyperspace versions prior to 2017 you'll need to know the correct ProgId prior to engaging Epic. Hyperspace 2017 and up no longer require the ProgId to be manually entered.
+[https://services.scriptel.com/releases/scriptouch-epic/scriptel-hyperspace Download Epic Hyperspace plugin]
 The ProgIds for ScripTouch for Epic are as follows:
@@ Line 9: / Line 12: @@
   ! ProgId
   |-
-  | [https://services.scriptel.com/releases/scriptouch-epic/scriptel-hyperspace-2012 2012]
+  | 2012
   | ScriptelDevice.0
   |-
-  | [https://services.scriptel.com/releases/scriptouch-epic/scriptel-hyperspace-2014 2014]
+  | 2014
   | ScriptelDevice.1
   |-
-  | [https://services.scriptel.com/releases/scriptouch-epic/scriptel-hyperspace-2015 2015]
+  | 2015
   | ScriptelDevice.2
   |-
-  | [https://services.scriptel.com/releases/scriptouch-epic/scriptel-hyperspace-2016 2016]
+  | 2016
+ | ScriptelDevice.3
+ |-
+ | 2017'''*'''
   | ScriptelDevice.3
+ |-
+ | Post-2017'''*'''
+ | ScriptelDevice.5
   |}
+'''*''' Automatically configured in this version of Epic
 ==Debugging Remote Connections==
@@ Line 105: / Line 116: @@
 ===VMware Horizon View===
-VMware Horizon View natively supports USB redirection. You can use this [https://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1026991 Citrix Guide] to troubleshoot Horizon View USB redirection issues.
+VMware Horizon View natively supports USB redirection. You can use this [https://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1026991 VMware Guide] to set up and troubleshoot Horizon View USB redirection issues.
+VMware Horizon View 5.0+ supports USB redirection.
 ===Wyse TCX===
 Wyse TCX natively supports USB redirection. You can use this [http://www.thinclient24.eu/productattachments/index/download?id=121 Wyse Guide] to troubleshoot Wyse TCX USB virtualization.
-==Debugging==
+==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:
+The ScripTouch for Epic plugin supports debugging in the event something goes wrong. You can turn on logging by doing the following on your Hyperspace server:
 *Open the system Environment Variable editor as outlined in [http://www.computerhope.com/issues/ch000549.htm this guide].
 *Under 'System variables' click the 'New...' button.
@@ Line 119: / Line 132: @@
 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:
-*C:\Windows\Temp\scriptel-hyperspace_debug-log.txt
+*%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 [https://msdn.microsoft.com/en-us/library/windows/desktop/bb787181%28v=vs.85%29.aspx here].
+==Pad is Disabled After Signing==
+A new feature added in ScripTouch for Epic 3.2.47 and higher automatically disables the signature pad, to disable the behavior see [[Prevent Epic from Locking Signature Pad|here]].