This topic covers materials that are somewhat complex, and can result in time-consuming issues if handled incorrectly.
Document Number: SW0333-0314
Last Updated: 09/18/15
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Summary Show |
Product: SiteWatch StatWatch (.SW10950), TunnelWatch StatWatch (.TW90950)
This topic describes common StatWatch problems and how to address them.
The StatWatch Data Collector installation program creates a setup log with entries showing the actions performed and results of various steps of the installation process. In the event that the installation does not complete properly, this file can be helpful in determining the cause of the problem. For a list of error messages, see the "StatWatch Error Messages" topic.
The log file is named DCSetup_yyyymmdd.LOG where yyyy is the year, mm the month, and dd the day the installation was performed. The file is located in a LOG folder created where the DCSetup.exe installation was launched.
You can refer to this file for the exact text of error, warning, and informational messages, and may need to provide this file to DRB Support. Once StatWatch is installed and working properly, you can delete the setup log file and the LOG folder.
In the "StatWatch Error Messages" topic, installation error messages are marked with an i.
a. If the site is running on Windows 7 or later, help the site upgrade the latest version of Internet Explorer.
b. Suggest that the site close StatWatch when it is not in use.
c. Suggest that the site restart Internet Explorer once per hour.
d. DRB does not recommend or support the use of Internet browsers other than Internet Explorer on SiteWatch computers. However, users that view StatWatch from a non-SiteWatch computer can use any of the following browsers instead of Internet Explorer. None of these browsers have the same issue with memory leaks.
i. Google Chrome
ii. Safari
iii. Firefox
a. StatWatch data will not match the General Sales Report for most sites. This is because all of the data on the General Sales Report uses the value in each item's *Report Category field of the Items & Barcodes editor record for the item, whereas StatWatch data does not take the report category into account, using Facts and Stats data instead. StatWatch data will match Stats Comparison reports, however.
b. Changes to the way employees, groups, and services are configured in Site Manager can change the information that appears in StatWatch. See the "How SiteWatch Settings & Use Affect StatWatch" topic for more information.
a. This can occur when certain add-ons are disabled in Internet Explorer.
b. To resolve this, enable the following add-ons.
i. Shockwave Flash
ii. XML Dom
iii. Note: The exact steps for enabling and disabling add-ons vary based on the version of Internet Explorer in use. For that reason, you should search the Internet for specific steps about viewing and modifying add-on settings.
a. To make changes to StatWatch settings, such as the list of users or top services, the staff member must be set up as an administrator. Have an administrator log in to make the changes.
b. If DRB Support has been configured as a user for this site's StatWatch account, a SiteWatch Support member can make the changes at the site's request.
c. If a site cannot remember who their administrative user is, an administrative tool exists that allows select DRB Support staff members to determine this and reset the user's password, if desired.
a. Verify that StatWatch is still able to connect to the web server. To do this, perform the following steps.
i. Go to the site Server and verify that SiteWatch Program Manager (SPM) is running.
ii. Open Internet Explorer.
iii. In the address bar, enter http://statwatch.com/connectiontest.php. A page should appear displaying the text OKOK.
· If that text does not appear, attempt to browse to another webpage, such as google.com.
· If you are unable to reach google.com, troubleshoot the Internet connection.
· If you ARE able to reach google.com, continue with the steps below.
iv. Open the
Run command by pressing Windows Key (
)+R.
v. In the Open field, type services.msc. A Services window opens.
vi. Find the Data Collector item in the list and click on it to highlight it.
vii. Click
the Stop (
)
button. A progress bar appears.
viii. Wait for the progress bar to finish. The Status column in the Data Collector row goes blank.
ix. Press
the Play (
)
button. The Status column changes
to Started.
x. Verify that the Data Collector has started sending updates to StatWatch.
a. When problems occur in which the Data Collector is not communicating properly with the StatWatch Server, the problem can often be resolved by uninstalling and reinstalling the Data Collector.
b. See the "Uninstalling & Reinstalling the StatWatch Data Collector" topic for more information.
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