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You are at: Metatude index  Support Troubleshooting FAQ |
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Frequently Asked Questions
Q: I get a database error, but I know the database is running. A1: Please verify you entered all necessary data correctly. If not: remove the MDS preferences file and restart the MDS. You can now enter the data again. The preferences file is called preferences.dat and is located in the directory you installed the MDS in. Bear in mind that the JDBC URL and driver names are case sensitive. A2: Please check if you can connect to the database with other applications. For an ODBC datasource, try using MS Access to connect to the database, for other databases, try using the proprietary client side tools that came with the database. Please note that you need to be able to connect using TCP/IP when using PostgreSQL, Oracle or your own JDBC driver, even if the database resides on the same machine as the MDS. Q: How can I avoid Virtual Memory Problem while running MDS? A: This kind of problem may appear if there is less disk space that MDS uses as a virtual memory. The MDS uses a maximum of 250 MB disk space for its virtual memory operations. So, if you have less than ~250MB you may face a Low Virtual Memory problem. To avoid this problem you need more than 300MB free disk space all the time while the MDS is running. More than 400MB free disk space is recomended. Q: How can I avoid "MDS is Halted" activity? This is a very simple problem but you may feel "the MDS is not working now!". This is actually not a problem of the MDS. It may happen while you are running the MDS under the Windows platform and your console window is in "Quick Edit Mode". If your console window is in Quick Edit Mode and you click on the window you will see a selected spot on the console screen. This kind of activity halts MDS operations. You may get no response from the MDS even if you request it from the MPM. We call this state "MDS is halted". The same problem will occur if you select any area on the console window using your mouse. The selected area will be highlighted. So, it is very easy to see whether the MDS is halted or not. To avoid this problem, just press "Esc" key on your keyboard and the MDS will be instantly activated. And you should uncheck the Quick Edit Mode option from the command properties of the console window to avoid unintentional "MDS is halted" activity. Q: When installing the MDS I get the error "Database Initialization Error" A: You are probably running the MDS on an older version of windows (NT). Some versions of Windows do not have the most recent database drivers installed. Please take the following steps to bring your system up to date:
A: The MS Access engine is not a strong RDBMS. It's for light weight issues. If a user wants to work with a big dialogue, that may create more than 255 fields in a table, then there will be limitations for Access. With other DBs like SQL Server, Oracle, PostgreSQL this problem will not happen. Microsoft Access is a low performance database. If too many projects are created, in the order of 40-50 projects, the MDS may not get the proper response from the Access engine. As a result the MDS may show some unusual behavior. Please consider using another database. Q: The MDS asks for my preferences several times. What can I do about it? A: For database manipulation, MDS may ask the preferences several times. Then some database manipulation must be performed. In this case, you may delete preferences table in the results database, and restart MDS. Or you may edit the preferences table by making the ID=1. Q: When requesting a dialogue I see an Internal server error instead of the requested dialogue A1: You are using Microsoft IIS to serve dialogues. The default installation of IIS for Windows XP Professional causes this error. Please install the latest updates for IIS using Windows Update. A2: You are running anti-virus software on your webserver. This software might be configured to block script operations. Please reconfigure your anti-virus software to not block any scripts. After that, reinstall the MCIC and restart IIS. A3: You are using Apache / Tomcat to serve dialogues. There might be a configuration error or Tomcat is busy starting up. Please wait one minute and try again. If the error persists, then Apache cannot find Tomcat. Please check your mod_jk.log file to see what's wrong. Q: When trying to submit a project in the Project Manager I get an error. Why? A: An error could occur when you are submitting a large dialogue. This error probably arises because you are using an older version of PostgreSQL as the results database for the MDS. PostgreSQL 7.1.2 and up are able to handle large dialogues. To solve the problem, please upgrade PostgreSQL to the latest version. Q: The MDS won't install on Windows NT 4.0. How can this be fixed? A: The MDS is compatible with Windows NT 4.0. Please set your colors to 256 or higher in your display preferences. The MDS won't install when 16 colors are used in Windows NT 4.0. Q: I am getting submission error in the browser and MDS console and error log shows "maximum number of processes () exceeded". A: Above error can be seen when MDS is running with Oracle 8i database and the number of respondents exceeds the number of default Oracle process. Oracle processes specifies the maximum number of operating system user processes that can simultaneously connect to an Oracle Server. This value should allow for all background processes such as Job Queue (SNP) and parallel execution processes. To increase the number of default Oracle process you have to change the Oracle initialization parameter. To change the parameter value, open Oracle DBA Studio. Make sure you have 'SYSDBA' rights. Go to instance from the tree view and select Database. Now from the General tab open All Initialization Parameters. Now look for the processes from Parameter Name. Increase the value according to your need. Such action will prompt you to restart Oracle. You can also modify the value of processes directly from the init.ora file. Q: After submitting a dialogue, the error 'Unknown Error' is shown when PostgreSQL is used as the results database A: You may see this error if the submission rate is higher than the maximum number of allowed connections at a time by the PostgreSQL database. PostgreSQL has a configuration file postgresql.conf in the /var/lib/pgsql/data directory. Configure the max connection limit according to your need to avoid such an error. Q: Why is the LDAP stakeholders count not displayed correctly? A: You will see the correct LDAP stakeholders count if the LDAP server contains less then 5500 stakeholders. In the following cases, the stakeholder count may be displayed incorrectly:
Q: Executing setup.exe does not install the MDD, the MPM or the MCIC for IIS. How do I solve this? Please check if you have any Java applications running. If so, please stop the Java application and retry installing. Q: I can not download results for a project in Excel (.xls) format. The file size of the Excel file is zero. How can I correct this? First of all please check if the full file path including the excel file name does not exceed 140 letters. If so, then try specifying a smaller file name or try saving it in a directory at a lower level. There can another reason. If the regional options of your computer have the same value as the ‘List Separator’ and ‘Decimal separator’ symbols, then there can be problems saving in .xls format. Please try to change one of the values in the regional options and retry the operation. Q: I can not install the MPM or the MCIC for IIS. I get a data move error during the installation; how do I solve this? Sometimes this error occurres if during uninstallation of a previous version of the software, the following files are not deleted automatically.
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Copyright 2010 Metatude BV. All rights reserved.  |
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