Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Problem:

HelpDesk will not run with ACT! and returns efatal configuration error. unable tol logon to contact manager.

Some possible resolutions:

• Run Contact Manager at least once on the workstation before HelpDesk was installed.
• Verified the USER settings that the contact manager user name and password tested successfully.
• Check in confirmation,  Contact Manager, make sure the connection path is UNC and not mapped or IP
• Check for latest version of connectivity (located in the \server directory) run TSHDxxxConnectivity_install.
• Verifiy that .NET 1 framework is installed on the client workstation
• Reinstall HelpDesk Client

• Check CMDB path in DBUtil321.exe to make sure it is UNC
• Uninstalled ACT!, uninstall HelpDesk Client.  Reinstalled ACT!, run ACT!, if successful, then reinstall HelpDesk.

Still having a problem and you have ACT! 2005 or 2006, try the following:

Solution:

Download ONLY the 2 files for your version HelpDesk attached to this Hot Tip and place them in the folders specified below:

HDconfigxx.exe.config

TSHDxx.exe.config

NOTE: These are the default install paths. If you selected a different installation directory during your installations, these will be different.

Be sure to match the version number with the correct config file.

Filename:                                                                     

Version 3.0.                                                  

HDConfig3.exe.config      

    Install to: C:\Program Files\HelpDesk3\server\configuration\    ON your HelpDesk3 Server

TSHD3.exe.config      

   Install to: C:\Program Files\HelpDesk3\server   ON your HelpDesk3 Server

   Install to: C:\Program Files\HelpDesk3\client    ON your HelpDesk3 Client workstation  where the .NET 2.0 is installed.

Version 3.1

HDConfig31.exe.config    

    Install to: C:\Program Files\HelpDesk3\server\configuration\    ON your HelpDesk3 Server

TSHD31.exe.config     

   Install to: C:\Program Files\HelpDesk3\server   ON your HelpDesk3 Server

   Install to: C:\Program Files\HelpDesk3\client    ON your HelpDesk3 Client workstation  where the .NET 2.0 is installed.

Version 3.2.0

HDConfig32.exe.config    

    Install to: C:\Program Files\HelpDesk3\server\configuration\    ON your HelpDesk3 Server

TSHD32.exe.config     

   Install to: C:\Program Files\HelpDesk3\server   ON your HelpDesk3 Server

   Install to: C:\Program Files\HelpDesk3\client    ON your HelpDesk3 Client workstation  where the .NET 2.0 is installed.

Version 3.2.1

HDConfig32.exe.config     

    Install to: C:\Program Files\HelpDesk3\server\configuration\    ON your HelpDesk3 Server

TSHD321.exe.config      

   Install to: C:\Program Files\HelpDesk3\server   ON your HelpDesk3 Server

   Install to: C:\Program Files\HelpDesk3\client    ON your HelpDesk3 Client workstation  where the .NET 2.0 is installed.

Version 4.0.0

Contact our office for further assistance

Note: It is not necessary to use the .config files if you are using ACT 2007, 2008.

Applicable HelpDesk version(s):

3.0, 3.1, 3.2.0, 3.2.1

HDConfig31.exe.config

HDConfig32.exe.config

TSHD31.exe.config

TSHD32.exe.config

TSHD321.exe.config