March – April, 2019

ActiveX Troubleshooting
 
To date SBS expect security settings and compatibility mode would be the issues most often seen in the field. Calls
received at SBS would indicate that rarely is it an entire dealership that would have an issue, usually comes down to
individual setups so 4 of the 5 workstations have no issues and there might be 1. Most of these are security related.

About this EPC change:

 This process installs an SBS-custom ActiveX component
 The file being downloaded is an .exe
 This process will leave any currently-install Java version unchanged.
 This troubleshooting is to ensure that the user can
o Be notified
o Download/install the file
o Run their EPC with integration
 
Day-of-deployment concern areas:
 IE configuration
o IE Trusted sites
o Security settings
 ActiveX settings in Internet Options > Security
 ActiveX filtering in Tools menu
o .NET version
o Compatibility view
 Windows OS
o Local or Enterprise OS policy could block exe install, or require a specific Windows role
 User network factors
o Network security systems (rules, firewalls, etc.) may block downloading or launching executable files

  
  Troubleshooting:

 The required .NET version is 4.5 which comes as default for windows 10 and 8. Windows 7 has 3.5 installed as
default, but if the user keeps windows updates applied in timely manner than they should have 4.5 installed
already. If out of date have the user apply the latest windows update
 Is the NGPC URL added to Trusted Sites?
 IE > Tools (gear icon) > Internet Options > Security tab > Trusted Sites > Sites button
 If URL is not added, then add.
 What is the Security Level for Trusted Sites?
 High -- Will not let the EPC load
 Medium-High or below is OK
 Is ActiveX Filtering turned on or off in Tools menu?
 If on, turn off
o Are IE Security settings blocking the download/install/running of ActiveX?
 Select one of the preconfigured security values (like Medium or Medium-High) that have known-good
values.
 If the user has a custom security setting, verify against the standard settings, checking specifically the
settings for ActiveX and Download. Make any changes needed with approval from user.
 See further below for Medium default list of settings to use for comparison.
Alternative Delivery if Needed
 Email/text:
1. Send the direct-download link:
2. https://gmnastorage.epclink.com/Distribution/Packages/SBSGIS/CNH_ISAX/epc-integration-service-
installer-isactivex-1.1.4.0.exe
3. Click Run. Wait for install to complete (in seconds).
4. Then log into the EPC.
 Direct install
1. Remote into the user’s machine
2. Transfer the Active install file (if it can’t be downloaded)
3. Launch installation
4. Launch EPC, confirm integration working.

Looping on ‘Run’ prompt (do not believe this would be an issue in NGPC)
 If user is stuck on a ‘Run’ prompt make sure the okay to run prompt is not behind this prompt
1. If it is behind have the user ‘X’ exit this prompt
2. Then have the user accept or indicate it is okay to run

Compatibility View
In case there is a problem with compatibility, check Compatibility View Settings
 Remove the EPC URL from the Compatibility Settings
 Also, as a troubleshooting step, if the site allows it, uncheck “Display intranet sites in Compatibility Mode”
 Then use F12 again, reload the NGPC login page, and recheck the Document Mode to confirm “11 (Default)”.
Other resources:
 
Alt-Q hides the IE notification bar

https://answers.microsoft.com/en-us/ie/forum/ie_other-windows_7/activex-prompts-arent-displayed/b6d0ab58-7836-
4255-a30a-f26210b8ae63
 
 
https://support.microsoft.com/en-us/help/17469/windows-internet-explorer-use-activex-controls
 

Reset IE security settings:

https://support.microsoft.com/en-us/help/17441/windows-internet-explorer-change-reset-settings
 
ActiveX detector
http://www.pinlady.net/PluginDetect/ActiveX/
 
IE Notification Bar not appearing:
https://answers.microsoft.com/en-us/windows/forum/windows_10-start/notifications-and-action-center-not-working-
in/89eea45e-9f71-4331-9948-d48d12ec9522
 
Use these instructions in reverse to enable the IE Notification Bar
https://www.fixkb.com/2011/01/disable-information-bar.html