Troubleshooting installation and activation

If you are unable to install ACL for Windows, or activate the software once you have installed it, the troubleshooting information in this section may provide a solution.

Note

Please review the information here before contacting Support.

Installation troubleshooting

There are a variety of issues that may prevent installation of ACL for Windows. The issues typically fall into one of three categories:

  • Administrator rights You do not have Administrator rights to your computer, which prevents the installation of the software.
  • IT approval Your company prevents the installation of new software, or new versions of existing software, until the software has been approved by your IT department.
  • Technical requirements Your computer does not meet the software or hardware requirements necessary to install ACL for Windows.

    For more information, see ACL for Windows system requirements.

In any of the situations above, you will probably need to work with your IT department to resolve the problem.

Activation troubleshooting

There are a variety of issues that may prevent activation of ACL for Windows. You cannot use the software without activating it. The issues typically fall into one of two categories:

  • Connecting or signing in You cannot connect to or sign in to Launchpad.

    Activating ACL for Windows requires that you sign in to Launchpad (www.diligentoneplatform.com), Diligent’s cloud-based portal for managing your access to Diligent products and services.

  • Licensing You can sign in to Launchpad but you cannot acquire an ACL for Windows license.

Note

ACL for Windows creates an activation log that may be helpful when troubleshooting activation issues:

C:\Users\user_account_name\AppData\Local\ACL\activation.log

For more information, see ACL for Windows activation log.

The following table contains troubleshooting information related to activation.

Problem

Possible solutions

The ACL for Windows sign-in dialog box does not contain the sign-in fields and displays an error message.

OR

When you enter your sign-in credentials in the ACL for Windows sign-in dialog box, no error message is displayed and you cannot activate the software, or the message “activation error occurred” is displayed.

  • Make sure that your computer is connected to the Internet.

  • If your computer is behind a firewall, or connects to the Internet through a proxy server, your IT department may need to add the Analytics (ACLWin.exe) and Internet Explorer executables to the list of applications allowed to access the Internet.

    Analytics needs to access Launchpad (*.diligentoneplatform.com) using port 443.

    Note that Analytics is only compatible with proxy servers and firewalls that provide silent authentication. If your company’s proxy server or firewall prompts you to authenticate outgoing connections, Analytics activation may fail.

  • If your proxy server allows session connections, try opening a browser and connecting to www.diligentoneplatform.com before starting the activation process.

Note

For more information, see Connecting to the Diligent One Platform over a proxy server.

Content in the ACL for Windows sign-in dialog box does not display correctly (for example, the content is too large for the dialog box), or a pop-up window indicates a script error.

This issue can occur if the level of Internet Explorer security settings is increased.

To avoid this issue, you can add https://*.diligentoneplatform.com to your list of trusted sites in the Internet Explorer settings. Alternatively, you can restore the default security settings in Internet Explorer.

When you enter your sign-in credentials in the ACL for Windows sign-in dialog box, one of the following messages is displayed:

  • “Invalid credentials”

  • “You do not belong to an organization”

  • “Your subscription has expired”

  1. Open a supported browser on your computer (IE 9+, Chrome, Firefox, or Safari) and navigate to Launchpad (www.diligentoneplatform.com).

  2. Sign in using your Launchpad credentials.

    If signing in fails, it could be for one of the following reasons:

    • Your credentials are invalid.

      Confirm that you are using the correct e-mail domain. You should be using your company’s e-mail domain (for example, my_company.com), not a domain such as gmail.com or hotmail.com. If you have forgotten your password, use the Reset password option.

    • You do not have a Launchpad account.

      Contact your company’s and have that person create your user account, or contact Support.

  3. If you are able to sign in to Launchpad, in the left navigation menu, click Platform Settings > Organization.

    • Review the entries under Ordered Subscription Types to ensure your company has purchased an ACL for Windows subscription.

      You should see Analytics in this list, with numbers indicating how many licenses your company has purchased, and how many are currently assigned.

      For example:

      • Total Assigned 5

      • Total Licenses 8

      If all licenses are currently assigned, your company’s should sign in to Launchpad to see who the licenses are assigned to, and whether a license can be released for you to use.

      If you don’t see an Analytics subscription entry, it means your company has not purchased ACL for Windows, or the order has not yet been processed. For further assistance, contact your company’s , your Diligent account representative, or Support.

  4. If you continue to have issues, take a screen capture of the entries in one of the following locations in your computer’s registry, and contact Support:
    • If you use 32-bit Windows:

      HKEY_LOCAL_MACHINE\SOFTWARE\ACL Software

    • If you use 64-bit Windows:

      HKEY_LOCAL_MACHINE\SOFTWARE\WoW6432Node\ACL Software

Troubleshooting the Analytics-Robots Agent connection

In version 19 of Analytics and the on-premise Robots Agent, the encryption method used for secure communication between the applications has been updated from Twofish 128 to AES-256. The update improves performance and adopts the industry standard encryption method.

For Analytics and the Robots Agent to communicate using the updated encryption method, take the following actions:

  • Upgrade Analytics and the Robots Agent to version 19 (or later) at the same time.

    If you upgrade one of the applications to version 19 (or later), and the other application remains at version 18 (or earlier), you will no longer be able to access Robots Agent tables in Analytics. Both applications must use the same encryption method.

  • In Analytics 19, recreate the RobotsProfile server profile.

Recreate the RobotsProfile server profile

After upgrading both Analytics and the Robots Agent to version 19 (or later), perform the steps below to recreate the RobotsProfile server profile so that it uses the updated encryption method.

Note

Before you start, make sure you have the correct password for accessing the on-premise Robots Agent.

Delete the current RobotsProfile server profile

  1. From the Analytics main menu, select Server > Server Profiles.

  2. Make sure RobotsProfile is selected in the Profile Name field.

  3. Take a screen print of the Server Profiles dialog box so that you have a record of the server profile values.

  4. Select Delete, and OK in the confirmation dialog box.

    The RobotsProfile server profile is deleted.

  5. Select Close to exit the Server Profiles dialog box.

Sign out of ACL for Windows

  1. Exit Analytics.

  2. In the ACL for Windows main screen, under the profile icon , select Sign Out and close.

    If necessary, open the ACL for Windows main screen by double-clicking the ACL for Windows 19 shortcut on the desktop.

Reactivate Analytics

Reactivate Analytics using whatever method you normally use.

For detailed instructions, see Activate Analytics.

Recreate the RobotsProfile server profile

  1. Open an Analytics project that contains a Robots Agent server table.

  2. From the Analytics main menu, select Server > Server Profiles.

    The Server Profiles dialog box appears. It should contain an automatically recreated RobotsProfile server profile without a password.

  3. Using the screen print that you took of the dialog box, verify that all server profile values are correct.

  4. Select Connect, enter the password for accessing the on-premise Robots Agent, and select OK.

  5. Test the connection by double-clicking a Robots Agent server table in the Overview tab of the Navigator.

ACL for Windows activation log

The ACL for Windows activation log may help you, or your IT department, troubleshoot an activation issue that is preventing you from using Analytics.

Location

The activation log is located in the AppData folder on your computer:

C:\Users\user_account_name\AppData\Local\ACL\activation.log

Open the activation log in a text editor and scroll to the bottom of the log to see the most recent information.

Activation log settings

By default, the activation log is set to record only a minimal amount of information. In order to troubleshoot effectively, you may need to set the activation log to record a greater amount of information.

Activation log setting Location to set log Details
0 Windows Registry

Turns off all logging

Setting persists until manually changed
1 Windows Registry

Minimal logging (default)

Setting persists until manually changed

 
start aclwin.exe /debugactivation
 Windows command prompt

More detailed logging

Setting persists for current Analytics session only
2 Windows Registry

Full logging, including all Analytics network traffic

Setting persists until manually changed

Change activation log setting in the Windows Registry

Use the Windows Registry Editor to specify an activation log setting that persists until manually changed.

Note

You must have Administrator rights on the computer to make this change.

  1. Open the Registry Editor.

    There are different methods for opening the Registry Editor. This method should work for your version of Windows:

    In the C:\windows\system32 sub-folder in Windows Explorer, right-click regedt32.exe and select Run as administrator.

  2. Navigate to: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\ACL Software
  3. Double-click LogSubscription.
  4. In the Value data field, enter an activity log setting (0, 1, or 2) and click OK.
  5. Exit the Registry Editor.

    The next time you use Analytics, the activation log uses the setting you specified.

Change activation log setting using the Windows command prompt

Use the Windows command prompt to specify more detailed logging for the duration of an Analytics session.

Note

You must have Administrator rights on the computer to make this change.

  1. Open the Windows command prompt as an administrator.

    There are different methods for opening the command prompt as an administrator depending on your version of Windows.

    This method works for all versions of Windows:

    In the C:\windows\system32 sub-folder in Windows Explorer, right-click cmd.exe and select Run as administrator.

  2. Type the following command syntax and press Enter:
    start aclwin.exe /debugactivation

    Analytics opens and for the duration of the session the activation log uses the setting you specified.