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SolutionsForUnknownProblems

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Common Solutions For Unknown Problems
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General suggestions:

  1. be sure you have enough memory on your server. Try set more memory on your server . Use the Windows Task manager for monitoring the memory consumption on your server and if free memory is low, add memory to the server.
  2. go to loginglog in Administration->Settings in PHD and see if some error exist in log
  3. try set logging level in Administration->Settings to DEBUG (after fixed error return to low level - use lot of resource(CPU/memory) )
  4. try check is some problematic email stop email (IMAP or POP3) module in Polar Help Desk 5.0 (PHD)
  5. from folder on disk where your Polar Help Desk is installed: ..\instances\supportpolarsoftwarecom\configuration try move to other temp folder all except "navigationconfiguration.json" file Reset your IIS and press CTRL + F5 in your web browser.
  6. create separate application pool for Polar Help Desk 5 on your IIS server. "Managed Pipeline mode" of "Application pool" must be "Classic". You can create Classic Pool under Application pools if it doesn't exist already. Make sure ASP.NET 2.0.5xx is selected.
  7. you need to set on your IIS server folder of Polar Help Desk 5 like Images, Javascripts, Styles to "expire after" (caching) minimum to 30 days.
    1. http://www.iis.net/ConfigReference/system.webServer/staticContent/clientCache
    2. http://technet.microsoft.com/en-us/library/cc770661(WS.10).aspx

Try to enable Compression / gzip on your server.

  1. Enable HTTP Compression
    1. Open IIS Manager
    2. Right-click "Web Site" and select "Services" tab.
    3. Check "Compress Static Files"
    4. Click "Okay"
  2. Specify that "js" and "css" file should be compressed by changing the metabase. By default, IIS 6.0 is set up to compress htm, html, and txt files.
    1. Open a command prompt
    2. cd to C:\Inetpub\AdminScripts (assuming the default location)
    3. run this command (you can change the list of extensions, but only specify static, compressible files here): cscript.exe adsutil.vbs set w3svc/Filters/Compression/GZIP/HcFileExtensions "htm" "html" "txt" "js" "css"
  3. Restart the World Wide Web Publishing Service
  4. More info: http://www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/25d2170b-09c0-45fd-8da4-898cf9a7d568.mspx?mfr=true

Try check/fix Help Desk URL

  1. Log in to the Polar help desk application as Administrator using your user name and password.
  2. Click on the 'Administration' in the main navigation and then choose 'Setting' from the padding bar. The settings options will disply.
  3. Enter a desired URL in a 'Help Desk URL' field. - (in SQL Help Desk database: InstanceConfiguration table)
  4. Click Save.
  5. Reset your IIS and SQL server.

Note that, after you have changed URL, your help desk will be accessible only from the URL that you have typed in.

Try check is cookie setup is correct in IE, but best testing is install try Google chrome and Fire Fox.

  1. try Google Chrome or Fire Fox and test if you have same problem and if do not have same problems maybe you need adjust some security settings in IE
    1. http://www.google.com/chrome/intl/en/landing_chrome.html?hl=en
    2. http://www.mozilla.com/en-US/firefox/
  2. try put IE in mode : Accept All Cookies: To do this in Internet Explorer, you must go to Tools/Internet Options and on Privacy tab move the slider until it changes to Accept All Cookies. For the changes to be applied, you must restart your browser by closing all instances of Internet Explorer.
  3. Go to loginglog in Settings in Polar Help Desk 5 and see if some error exist.

Issues with Internet Explorer 8 and workaround

If you are having user interface issues with Internet Explorer 8, here are the steps you can take to resolve them.

  1. In Internet Explorer 8, go to Tools menu, and then click on Internet Options. Once the window opens:
  2. On Security settings tab, Disable InPrivate browsing and reduce Internet settings to minimum (move the slide to the bottom). You disable InPrivate browsing by unchecking “Enable protected mode”. Note you need to do this for the “Internet” and optionally “Local Internet”. Also keep in mind that not all installations of IE8 will have this option.
  3. On Privacy settings tab, allow all cookies by moving the slide to the bottom.
  4. Now Go back to Tools menu and click on Compatibility View Settings. Uncheck “Display internet sites in compatibility view”. This needs to be done to prevent IE8 from slipping into IE7 compatibility mode.

Please make sure to restart IE because changes will not always take effect until you do!

Known issues with IIS7 and IIS7.5 configurations

  1. WebDav may cause issues by interfering Polar Help Desk Url Rewriter handlers. To resolve this, just remove WebDavModule from IIS7 Modules list for the Polar Help Desk web application.
  2. Reset your IIS.

Fix corrupted json files

  1. From folder on disk where your Polar Help Desk is installed: ..\instances\supportpolarsoftwarecom\configuration try move to other temp folder all except "navigationconfiguration.json" file
  2. Reset your IIS and press CTRL + F5 in your web browser.

 

External Resoruces

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How to set up PHD manually on IIS 6?
How to set up PHD manually on IIS 5.1?
How do I configure SQL Server 2008 (or Express)?
How do I configure SQL Server 2005 (or Express)?
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