Frequently Asked Questions 

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Question Call Type Sub Type
Database file SHDDB.MDb cannot be opened in MS Access - Message says: Microsoft Access cannot open this file. This file is located outside your intranet or on an untrusted site. Microsoft Access will not open the file due to potential security problems.{select type}{select type}
How to auto refresh a web page?SupportConfiguration
How to move / migrate SQL database from one server to anotherSupportSQL Server
Is it possible to update/edit the event times against a call for retrospective call logging?SupportConfiguration
[Microsoft][ODBC Microsoft Access Driver] Operation must use an updateable query error when updating recordsSupportError - ODBC Error
[Microsoft][ODBC SQL Server Driver][SQL Server]Cannot insert the value NULL into column 'XXXX', table 'SHDDB.dbo.YYYY'; column does not allow nulls. INSERT fails.SupportError - ODBC Error
[Microsoft][ODBC SQL Server Driver][SQL Server]Conversion failed when converting the varchar value '1:' to data type int. /reports/opsummary.asp or Microsoft OLE DB Provider for ODBC Drivers error '80040e07' [Microsoft][ODBC SQL Server Driver][SQL Server]Conversion failed when converting the nvarchar value ':' to data type int. /sitehelpdesk/main.asp, line 327 SupportError - ODBC Error
[Microsoft][ODBC SQL Server Driver][SQL Server]Invalid object name 'xxxx'.SupportError - ODBC Error
[Microsoft][ODBC SQL Server Driver][SQL Server]String or binary data would be truncated.SupportError - ODBC Error
[No canvas support] message displayed when viewing charts/reports.SupportCharts
404 Page not found error when accessing http://{webserver}/sitehelpdesk on a Windows 2003 serverSupportError - Page Error
Active Directory Import fails with large Active Directory. Microsoft VBScript runtime error '800a01fb'. An exception occurred: 'Filter'SupportActive Directory
Active Server Pages error 'ASP 0131' - Disallowed Parent PathSupportError - Other
ActiveX component can't create object: 'CDO.Message' SupportEmail
Adding a photo link to Users which is displayed on the contacts listsSupportInformation Request
ADODB.Recordset (0x800A0CC1) - Item cannot be found in the collection corresponding to the requested name or ordinal.SupportError - ODBC Error
After upgrading to a new version and running patchupdates.asp I get the following error...Microsoft OLE DB Provider for ODBC Drivers error '80040e14' [Microsoft][ODBC SQL Server Driver][SQL Server]Invalid column nameSupportError - ODBC Error
Alerter or WMImonitor client cannot connect to server.SupportInstallation
All users get logged out of helpdesk simultaneously and at the same interval or time of day.{select type}{select type}
Allow users to access users logging page - http://{webserver}/sitehelpdesk/user/log.asp - using a shorter URL - http://{webserver}{select type}{select type}
Application has generate an exception that could not be handled error when executing InstallWMIservice.exeSupportWMImonitor
ASP 0113 - Script timed out SQL time out 80040e31SupportError - Page Error
Attempting to create new linked call. Error received is Microsoft OLE DB Provider for ODBC Drivers error '80040e57' [Microsoft][ODBC Microsoft Access Driver]Numeric value out of range (null) /sitehelpdesk/Call/CALLupdnewinp.asp, line 69 or Microsoft OLE DB Provider for ODBC Drivers error '80040e57' [Microsoft][ODBC SQL Server Driver]Arithmetic overflow error for data type smallint, value=24499 /sitehelpdesk/Call/CALLupdnewinp.asp, line 69{select type}{select type}
Call number sequence jumps when the server or SQL are restarted.SupportSQL Server
Cannot find customers when searching.SupportError - Other
CDO.Message.1 error '80040220' The 'SendUsing' configuration value is invalid. error when sending email alerts. SupportError - Other
CDO.Message.1 error '80040222' The pickup directory path is required and was not specified. message also refers to line error in When logging a call in test / check email page.SupportEmail
CDO.Message.1 error 80070005 Access is denied. /tools/TestEmail.asp, line 35 2003 serverDevelopment{select type}
CDO.Message1 error 80040213 The transport failed to connect to the server error appears when testing outgoing emails{select type}{select type}
Certain file attachments (xlsx, docx, ppts, bmp, msg, iso) do not open and return 404 page not found error or Request object error ASP 0104 : 80004005 Operation not Allowed SupportAttachments
Change default sort order on Call Lists (All Open Calls etc).SupportConfiguration
Change email alerts to HTML formatSupportEmail
Change starting call number sequence for Access databaseSupportConfiguration
Change starting call number sequence for SQL databaseSupportInstallation
Changes made to the users pages are lost and reverts back to original files.SupportInformation Request
Charts not being displayed. Security, Certificate has expired notice or Blocked messages may appear. SupportCharts
Charts not showing in Edge browsers charts in version 8.2 and earlier rely on java plug in which is not supported by Edge. {select type}{select type}
Component 'mscomctl.ocx' or one of its dependencies not correctly registered: a file is missing or invalid{select type}{select type}
Configure a test environment for training & testing.SupportConfiguration
Configuring Follow up Calendar view, available from Tools menu{select type}{select type} file contains blank details and updates are not saved.SupportWMImonitor
Create Email alerts when calls are logged by users and are unassignedSupportEmail
Delay in sending email alerts when using Microsoft Exchange 2010{select type}{select type}
Determining License for Microsoft SQL Server{select type}{select type}
Disable auto creation of email addresses when creating new users or editing existing users in sitehelpdesk // sitehelpdesk-FM and sitehelpdesk-IT.{select type}{select type}
Email alerts are not delivered. Files remain in \inetpub\mailroot\bad or queue folders.SupportEmail
email error 80070003 from test email or when logging calls.SupportEmail
Email Queue error Microsoft VBScript runtime error '800a01ad' ActiveX component can't create object /sitehelpdesk/email/email.asp, line xx{select type}{select type}
EMLmonitor or SLAmonitor service stops and we have to restart the service.{select type}{select type}
EMLmonitor replies to emails sent from the helpdesk are either not being added to the existing call as an Event or are generating an entirely new call.SupportEMLmonitor
EMLmonitor stops processing calls but the service is still running. Log shows error message Showing a modal dialog box or form when the application is not running in UserInteractive mode is not a valid operation. Specify the ServiceNotification or DefaultDesktopOnly style to display a notification from a service application. at System.Windows.Forms.MessageBox.ShowCore(IWin32Window owner, String text, String caption, MessageBoxButtons buttons, MessageBoxIcon icon, MessageBoxDefaultButton defaultButton, MessageBoxOptions options, Boolean showHelp) at System.Windows.Forms.MessageBox.Show(IWin32Window owner, String text, String caption, MessageBoxButtons buttons, MessageBoxIcon icon, MessageBoxDefaultButton defaultButton, MessageBoxOptions options) at Microsoft.VisualBasic.Interaction.MsgBox(Object Prompt, MsgBoxStyle Buttons, Object Title) at libEMLMonitor.clsMessageProsessor.ProcessMessage()SupportEmail
EMLmonitor. 'Retrieving the COM class factory for component with CLSID....' when starting EMLmonitor.exe SupportEmail
EMLmonitor. Server object error 'ASP 0177 : 800401f3' - Server.CreateObject Failed - /sitehelpdesk/email/email.asp, line xx error message when clicking on Check Email.SupportEmail
Emlmonitor: Check Email / Email Queue gives error EAGetMailObj.MailClient.1 error '80072afc' The requested name is valid, but no data of the requested type was found. NativeErrorCode: 11004{select type}{select type}
Enable auto authentication for operatorsSupportConfiguration
Error - 80040e4d - [ODBC SQL Server Driver][SQL Server]Login failed for user '(null)'. Reason: Not associated with a trusted SQL Server connectionSupportError - ODBC Error
Error 80004005 The specified DSN contains an architecture mismatch between the Driver and Application or Data source name not found and no default driver specified This can happen when using Access database 64 bit operating systems. SupportError - Other
Error '8004020f' when sending email alerts.SupportEmail
Error '80040211' when sending email alerts.SupportEmail
error '80070070' /sitehelpdesk/, line 207SupportError - Other
error '8007007f' - /sitehelpdesk/, line 4 {select type}{select type}
error 800a0bcd Either BOF or EOF is True, or the current record has been deleted. Requested operation requires a current record. Development{select type}
Error connecting to Server. Please check connection settings or try again later received when clicking on Check Email in EMLmonitor.SupportEmail
Error installing Alerter on Windows 7 PC. Get error The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2869 Development{select type}
Error message in log file when EMLmonitor sending out Email Alerts. Type mismatch. libEMLMonitor.clsMessageProsessor.SendEmail(StringSupportEMLmonitor
error 'msxml3.dll error '80072efd' A connection with the server could not be established when logging a new call SupportError - Other
Error on AD sync - active Directory syncronisation provider error 80040e37 Table does not exist ADuserlist.asp{select type}{select type}
Error on Email Queue / Check Email option EAgetMailObj.{select type}{select type}
Error received after upgrading - VBScript runtime error '800a000d' Type mismatch: '[string: '']'SupportError - Runtime error
Error when adding attachments Microsoft VBScript runtime error '800a0005' Invalid procedure call or argument: 'MidB'SupportAttachments
Error when using Email queue (check email) Active Server Pages error ASP 0107 Data size too large email/email.asp size of data being sent in the request is over the allowed limit.{select type}{select type}
ERROR: Attachment Path incorrect when adding file attachmentsSupportAttachments
Event ID: 36; Source: W3SVC. The server failed to load application 'xxxx'. The error was 'The server process could not be started because the configured identity is incorrect. Check the username and password'. SupportError - Page Error
Getting error - Error Type: (0x800401F9) Error in the DLLSupportError - Other
Graph images not clear against background - do you have a higher resolution{select type}{select type}
Help desk running slowly{select type}{select type}
Hide Call Types / Sub Types on operators New Call page.{select type}{select type}
How can I delete an Operator to release a license but keep his calls assigned to him/her for historic reporting.SupportInformation Request
How can I move / migrate sitehelpdesk to a new server?SupportInstallation
How can you add Hyperlinks / URL in sitehelpdesk FAQs?SupportConfiguration
How do I change the layout and format of emails key words: email format, email layout, remove logo, edit email notificationsSupportEmail
How do I change the menu images from white to black so that they are visible when I have a lighter backgroundSupportInformation Request
How do I change the speed of the whiteboard messageSupportConfiguration
How do I clean EMLmonitor records{select type}{select type}
How do I clear out or delete records from the database?{select type}{select type}
How do I configure Exchange 2007 to accept remote SMTP connection from the helpdesk server. / emails leave local smtp but do not get delivered through Exchange 2007. error 8004020eDevelopment{select type}
How do I configure sitehelpdesk to notify operators by email when a call is assigned to them?SupportEmail
How do I configure sitehelpdesk to use Windows authentication for end user call logging and what to check if it does not appear to work.SupportActive Directory
How do I import Hardware into our sitehelpdesk-IT.SupportInformation Request
How do I install Internet Information Services (IIS) on Windows 2003 server?SupportInstallation
How do I install Internet Information Services (IIS) on Windows Vista?SupportInstallation
How do I make the contacts list available to all users.{select type}{select type}
How do I print reports from Sitehelpdesk? {select type}{select type}
How do I provide a https site using a certificateDevelopment{select type}
How do I save an email as an attachment?SupportAttachments
How do I set the default Event Time HH:MM on Call update page Add EventSupportConfiguration
How do I turn on the PREV & NEXT links on open calls?{select type}{select type}
How do you change the name of a Call Type once it has been created and used?Development{select type}
How do you remove duplicate user names from the User List.SupportSQL Server
How to Apply a License Key Extension for Trial purposes{select type}{select type}
How to change SQL database case sentivitySupportSQL Server
How to change the size of the events window on the Call update page?SupportConfiguration
How to check size of SQL database and transaction logSupportSQL Server
How to configure feedback email alert address{select type}{select type}
How to configure sitehelpdesk to use SQL Server with Windows Authentication.SupportSQL Server
How to display Hostname rather than IP Address when calls are created by the end user.SupportConfiguration
How to execute a SQL server script against the sitehelpdesk database.SupportSQL Server
How to generate an automated email alerting that a customer/user has logged a support request.SupportEmail
How to install other language dictionaries for the Spell Check?SupportConfiguration
How to link user records with multiple installations?SupportInstallation
How to perform a backup of the SQL database.SupportSQL Server
How to reduce the size of the SQL transaction logSupportSQL Server
How to set Call Reference Number to a specific numberSupportInformation Request
HTTP 401.3 - Access denied by ACL on resource. Internet Information ServicesSupportError - Other
HTTP 500-Internal server error or HTTP 500 message The web site cannot display the page means that your browser is set to Show Friendly HTTP Error MessagesSupportError - Page Error
HTTP Error 401.1 - Unauthorized: Access is denied due to invalid credentials. Internet Information Services (IIS)SupportError - Other
HTTP Error 401.2 - Unauthorized: Access is denied due to server configuration.SupportError - Other
HTTP Error 403.1 - Forbidden: Execute access is denied. Internet Information Services (IIS) SupportError - Other
HTTP Error 404.15 - Not Found The request filtering module is configured to deny a request where the query string is too long. or HTTP Error 414. The request URL is too long{select type}{select type}
HTTP Error 500.19 ? Internal Server Error The requested page cannot be accessed because the related configuration data for the page is invalid. Module DynamicCompressionModule Notification SendResponse Handler StaticFile Error Code 0x8007007e Requested URL http://localhost:80/ {select type}{select type}
HTTP/1.1 401 Error: Access Denied{select type}{select type}
Hyperlinks in email alerts do not work.SupportEmail
I cannot delete a call type as it says there are call with that Call Type that need to be reassigned and I must delete the sub type. But I deleted all the sub types. or I have a lot of calls that we did not select a sub type on and they all say {select type} - how can I mass update these?{select type}{select type}
I get an Error 1053: The service did respond to the start or control request in a timely manner.SupportError - Other
I have another department that would like use sitehelpdesk to log and track calls - How do I install for themSupportInformation Request
IIS7:Classic ASP :http 404.3 / An error occurred on the server when processing the URL. Please contact the system administrator or Page cannot be served because of the extension configuration and references to MIME map{select type}{select type}
In Windows XP Pro - Security tab is not available and I cannot configure permissions for users and groups:{select type}{select type}
Incorrect Call Reference (out by 1 number) given in pop-up windows when logging a new call{select type}{select type}
Installing sitehelpdesk on 2008 Server with IIS 7 (IIS7)SupportInstallation
Is is possible to use a standard ISP or webmail POP3 account for EMLmonitor?SupportInformation Request
Is there a process by which we can remove or delete specific call records?SupportConfiguration
Issues after upgrading to 7.9 such as Operator summary Report - open call totals incorrect Stock reports missing dataSupportInstallation
Links from spread sheet always take me to login page. This happens after copying reports created in the helpdesk.{select type}{select type}
Microsoft Data Access Components (MDAC) missing error messages Development{select type}
Microsoft OLE DB Provider for ODBC Drivers (0x80040E4E) Operation was canceled. SupportError - ODBC Error
Microsoft OLE DB Provider for ODBC Drivers error '80004005' [Microsoft][ODBC Microsoft Access Driver] Disk or network error. or Microsoft OLE DB Provider for ODBC Drivers error '80004005' [Microsoft][ODBC Microsoft Access Driver]General error Unable to open registry key 'Temporary (volatile) Jet DSN for process 0xfbc Thread 0x414 DBC 0x15bf954 Jet'. SupportError - ODBC Error
Microsoft OLE DB Provider for ODBC Drivers error '80004005' Microsoft][ODBC Driver Manager]Data source name not found and no default driver specified.SupportError - ODBC Error
Microsoft OLE DB Provider for ODBC Drivers error '80004005' [Microsoft][ODBC Driver Manager] Driver's SQLSetConnectAttr failedSupportError - ODBC Error
Microsoft OLE DB Provider for ODBC Drivers error '80040e14'. [Microsoft][ODBC SQL Server Driver][SQL Server]Violation of PRIMARY KEY constraint 'xxx'. Cannot insert duplicate key in object 'xxx'. SupportError - ODBC Error
Microsoft OLE DB Provider for ODBC Drivers error '80040e14'. [Microsoft][ODBC SQL Server Driver][SQL Server]Could not allocate space for object....SupportError - ODBC Error
Microsoft VBScript runtime (0x800A0046) - Permission denied or Access is deniedSupportError - Runtime error
Microsoft VBScript runtime error '800a000d'. Type mismatch: 'formatnumber'. /sitehelpdesk/call/dispopencalls.asp, line 357 SupportError - Page Error
Microsoft VBScript runtime error '800a0046' - Permission denied - /sitehelpdesk/documentation/Config.asp, line xxx SupportError - Runtime error
Microsoft VBScript runtime error '800a01ad' ActiveX component can't create object: 'CDONTS.NewMail' or When performing a Test Email from SLAmonitor step receive 'class not registered' or 'Email Failure' SupportError - Runtime error
Microsoft VBScript runtime error '800a01f4' - Variable is undefined: 'xxx' where xx is not 'session' SupportError - Runtime error
Migrate from Access database to SQL ServerSupportSQL Server
on 64 bit machine EMLmonitor not able to Connect to database or ActiveX component can't create object error on Windows 64 Bit operating systems. Or from Check Email / Email Queue the following message is received Server object error ASP 0177 : 8007007e or 800a01ad Server.CreateObject Failed Or from emlmonitor.exe Retreiving the COM class factory for comp ..SupportEMLmonitor
Page is blank IE 8 Error icon on browser status bar and double clicking reveals error with the folowing ... Webpage error details .... Message: Class doesn't support Automation {select type}{select type}
PDA Interface does not work as expected. On MY blackberry. how do I enable Java on a Blackberry.SupportConfiguration
Prompted for Windows login when opening Email Alert in HTML format.SupportEmail
Provider Error (0x80004005) - Unspecified ErrorSupportError - Other
'Provider is not specified and there is no designated default provider' error on Windows 2008 64 Bit operating systemsSupportConfiguration
Receive error '80020009' Exception occured in when creating or assigning a callSupportError - Other
Receive method '~' of object '~' failed message from EMLmonitor / SLAmonitor{select type}{select type}
Receive the following message when clicking on check email : EAGetMailObj.MailClient.1 error '8007274d' No connection could be made because the target machine actively refused it. NativeErrorCode: 10061 or - ERROR Command is not valid in this stateSupportEmail
Received error 'Could not perform this operation because the default mail client is not properly installed' when clicking on email linksSupportEmail
Receiving blank emails from EMLmonitor when user confirmation email is sent out.SupportEMLmonitor
Remove IP Address and Hostname from description when users logging requests using windows authentication.SupportConfiguration
Replace the Sitehelpdesk Logo with your own Logo.SupportConfiguration
Request object error ASP 0104 : 80004005. Operation not Allowed or Microsoft][ODBC SQL Server Driver][SQL Server]Changed database context to 'SHDDB'. SupportError - ODBC Error
Response Object Error ASP 0156 : 80004005 Header Error - HTTP headers already written to client browserSupportError - Page Error
Response object error 'ASP 0251 : 80004005' - Response Buffer Limit Exceeded SupportError - Other
Restrict Active Directory user list to specific Organisational Unit (OU)SupportActive Directory
Running on 64 bit - getting ODBC error 800a0ea9SupportError - ODBC Error
Running sitehelpdesk products on Internet Explorer 10 (IE10) Searches are not returning what is expected. Also using Internet Explorer 11 (IE11) some other features are not working as expected.SupportInformation Request
Run-time error '-2147217900 #80040e14#': [Microsoft][ODBC SQL Server Driver][SQL Server]Invalid parameter 1 specified for datepartSupportError - ODBC Error
Run-time error '-2147467259 (80004005)': {Microsoft][SQL Native Client] Invalid attribute valueSupportError - ODBC Error
Schedule a backup in SQL server using a batch file and scheduled taskSupportSQL Server
Server Application Error - The server has encountered an error while loading an application during the processing of your request. Please refer to the event log for more detail information. Please contact the server administrator for assistance.{select type}{select type}
Server Error in '/Reports' Application error when running reports This type of page is not served. Description: The type of page you have requested is not served because it has been explicitly forbidden. The extension '.asp' may be incorrect.SupportSQL Server
Server object error 'ASP 0177 : 800401f3' on date related objects and adding attachments.Support{select type}
Setting the timeout ( time out) value for sitehelpdesk when it forces a re-loginSupportConfiguration
Sharing database tables (for staff) across multiple installations - and resharing after an upgrade.{select type}{select type}
sitehelpdesk hangs when clicking on Administration, Configuration{select type}{select type}
SLAmonitor and Emlmonitor Error says cannot connect to database Usually when clicking start or Config.{select type}{select type}
SLAmonitor displays error message : 'System.FormatException: String was not recognized as a valid DateTime.'SupportSLAmonitor
SLAmonitor error - Run-time error '94': Invalid use of NullSupportSLAmonitor
SLAmonitor not calculating correctly and Last Run Date format in incorrect format.SupportSLAmonitor
SMTP Service missing from IIS Service Manager on Windows 2003SupportEmail
Solving permission issues in IIS7 / IIS 7{select type}{select type}
Some pages are not being refreshed after new data is entered. e.g. the User page. I need to force sitehelpdesk to not cache pages as data does not refresh.{select type}{select type}
Technical documentation requestsSupportDocumentation
'The database principal owns a schema in the database, and cannot be dropped' error message when deleting SHDUSER SQL Account.SupportSQL Server
The page cannot be displayed because an internal server error has occurred. Message on 2008 serverDevelopment{select type}
'The requested resource is in use' error when accessing sitehelpdeskSupportError - Other
Too few parameters. Expected 1SupportError - Other
Update object ownershipsSupportError - ODBC Error
Using Firefox or Chrome browser causes issues in help desks.SupportInformation Request
Using sitehelpdesk and Emlmonitor with Office 365{select type}{select type}
Variable is undefined: 'Session' - /sitehelpdesk/, line 114 message received when logging on.SupportConfiguration
We are unable to access sitewebdesk due to a password violation.SupportInformation Request
When a user adds an event they receive the following error... Microsoft VBScript runtime error '800a01f4' Variable is undefined: 'newfn' /sitehelpdesk/, line 225 SupportError - Page Error
When accessing sitehelpdesk get prompted for a Windows Logon and Password{select type}{select type}
When attempting loading DEF files in Call Report Builder in v8.1 receive an Error loading Criteria error.SupportInformation Request
When attempting to logon to sitehelpdesk it immediately logs out back to the main login page.{select type}{select type}
When changing column lengths in SQL Server 2008 receive the following message. 'Saving changes is not permitted. The changes you have made require the following tables to be dropped and re-created. You have either made changes to a table that cant be re-created or enabled the option Prevent saving changes that require the table to be re-created'SupportSQL Server
When clicking Active directory import receive error message - Provider error '80040e09' - Permission denied. - /sitehelpdesk/admin/ADUserList.aspSupportActive Directory
When my login times out the page ends up at http://sitehelpdesk/default.asp and this is not the address of our helpdesk.Development{select type}
When running Report Builder no output is produced or when clicking on Save & Email Event using Client no emails are sent.SupportConfiguration
When running SLAmonitor/EMLmonitor with an Access database on a Windows 64 bit operating system it cannot connect to the database.SupportSLAmonitor
When saving details with check boxes (such as Operator or User admin) it does not save check box settings and always sets to off.{select type}{select type}
When starting/running SLAmonitor I receive missing component errors.{select type}{select type}
When upsizing from Access to SQL receiving 'Table was skipped, or export failed' messagesSupportSQL Server
When using the Call Search function and selecting a specific item it populates all calls on the list.SupportError - Other
When using the Spell Checker feature it returns Page Not Found error.SupportError - Page Error
Why is the link in the change approval email incorrect? The URL sent out contains /changemgmt twice. For example... http://helpdesk/changemgmt/changemgmt/printchange.asp?Support{select type}
WMImonitor error is log.txt - System.Data.SqlClient.SqlException: An error has occurred while establishing a connection to the server. When connecting to SQL Server 2005, this failure may be caused by the fact that under the default settings SQL Server does not allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)SupportWMImonitor
WMImonitor.exe - Application Error. The application failed to initialize properly (0xc0000135). Click on OK to terminate the applicationSupportWMImonitor