MOC Electronic Certificate US 20Jan2014synthes.vo.llnwd.net/o16/LLNWMB8/US Mobile/Synthes... · Proxy server The proxy server setup in the hospital probably blocks the download of

L-26020-01 DSUS/CMF/0414/0038

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Troubleshooting guide Software version: 1.4 Document version: 01 Label control number: L-26020-01 Release date: April, 2014

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Table of Contents

General Troubleshooting Guideline 3 Internet Connection 3 Firewall 4 Proxy server 6

Connection Checking Tool 7 Connectivity Checker 7

Before Installation (Downloading from site) 8 Failed to download the installer (setup.exe) 8

During Installation 9 .NET Framework 3.5 SP1 is required 9 An error occurred when installing the application 12 Cannot Start Application 13

After Installation (First Run/Launching/Request New Account) 14 Request A New Account – Email address is already in use 14 Request A New Account – One or more fields are not valid 15 Request A New Account – Country list is empty 16

Login 18 One or more fields are not valid 18

Create a Case 20 One or more fields are not valid 20 An error occurred when creating this case 21

Case Overview Screen 23 The case overview list is empty 23

Open a Case 24 No 3D model in the case 24

Editing a Case 25 Edit Case Details - One or more fields are not valid 25 Edit Case Details – Edited case details are not saved 26

Error Log 27 TCP error code 10060 27

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General Troubleshooting Guideline

Internet Connection

Please check the internet connection. Internet should be available to download the installer or use ProPlan CMF Connect. To check if the internet connection is available, please do the following steps: a. Click Start button. b. Navigate to All Programs > Internet Explorer. c. Click Internet Explorer. d. In the address bar, type www.materialise.com, or

https://online.customizedsurgicalsolutions.com then press Enter. i. Page is loaded: If the website is shown in Internet Explorer, the internet

connection should be fine. a) For issues during the installation, Please try to download the installer for

ProPlan CMF Connect again at http://link.materialise.com/Synthes/ProPlanCMFConnect/setup.exe.

b) For issues while installing the .net 3.5 Framework, Rerun the installer. If the download of .NET Framework 3.5 SP1 still stopped in the middle of progress, please consult the hospital’s IT department to obtain the .NET Framework 3.5 SP1 standalone installer (dotnetfx35.exe) from http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7#Instructions then run and install it prior to the installation of ProPlan CMF Connect.

c) For issues while using the application, Verify that the ProPlan CMF Online website is shown in Internet Explorer. Please advise the user to resume their previous operations. If the user is still blocked, please consult the hospital’s IT department or the Internet Service Provider (ISP) to check for the internet’s connection availability/quality.

ii. Page is not loaded: If none of the website loaded in Internet Explorer, it is

possible that: 1. Internet connection is not available or has been disconnected. Please consult

the hospital’s IT department or the Internet Service Provider (ISP) for the

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internet connection availability. 2. Firewall is probably configured to block the computer from accessing the

Materialise website, or the outbound port 443 for outgoing connections is blocked. Refer to Firewall Troubleshooting Guide for the procedure to troubleshoot.

3. Proxy server setup in the hospital is probably configured to block www.materialise.com or https://online.customizedsurgicalsolutions.com or outbound port 443 for outgoing connections. See Proxy Server Troubleshooting Guide for the procedure to troubleshoot.

Firewall

Please check the firewall (if applicable). Port 443 should not be blocked for outgoing connections as it is required to download the installer and run ProPlan CMF Connect. To check if the firewall settings are blocking the computer from any communication required by ProPlan CMF Connect, please do the following steps: a. Windows Firewall (Windows Vista and Windows 7 only, Windows XP does not handle

outbound port): i. Click Start button. ii. Click Control Panel. iii. On the Top-Right side of the window, Type “Windows Firewall” and begin

searching for “Windows Firewall” control panel. iv. When the search result appear, Click on Windows Firewall. v. At the left side bar, click Advanced settings vi. Click on “Windows Firewall with Advanced Security” from the top-left side of the

window’s panel. vii. In the Overview panel:

1. If “Windows Firewall is off” shown on the Domain Profile and Private Profile, then skip the Firewall check, and refer to Proxy Server troubleshooting guide instead.

2. Check for the outbound connection rule of Domain Profile and Private Profile. If the outbound connections are allowed, there should be a green tick mark with the message ‘Outbound connections that do not match a rule are allowed.’

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viii. If the outbound connections are blocked, the message should read ‘Outbound

connections that do not match a rule are blocked.’ To unblock it, please do the following:

1. Press hyperlink Windows Firewall Properties 2. In the pop-up dialog, under State section, change the outbound

connections from Block to Allow (default). 3. Click on the Private Profile tab. 4. Under State section, change the outbound connections from Block to

Allow (default). 5. Click OK button. 6. The outbound connection rule should change to a green tick mark with

the message ‘Outbound connections that do not match a rule are allowed.’ a. For issues during the installation, Please try to download the

installer for ProPlan CMF Connect again at http://link.materialise.com/Synthes/ProPlanCMFConnect/setup.exe.

b. For issues while using the application, Please advise the user to resume their previous operations.

7. If the same error still occurs, refer to Proxy server Troubleshooting Guide.

b. Third Party Firewall i. A third party firewall installed on the computer will replace the Windows firewall,

including but not limited to: 1. AVG Internet Security 2. Avira Premium Security Suite 3. CA Personal Firewall 4. Comodo Firewall Pro/Comodo Internet Security 5. eTrust EZ Firewall 6. Kaspersky Internet Security 7. McAfee Personal Firewall 8. Norton 360/Norton Internet Security 9. Outpost Firewall 10. Sygate Firewall 11. Trend Micro PC-Cillin Internet Security

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12. Windows Live OneCare 13. Zone Alarm

ii. If any of the third party firewall is installed in the user PC, please consult with the

hospital’s IT department to configure them without blocking outbound port 443 and the access to www.materialise.com and https://online.customizedsurgicalsolutions.com

a) For issues during the installation, please try to download the installer for ProPlan CMF Connect again at http://link.materialise.com/Synthes/ProPlanCMFConnect/setup.exe.

b) For while using the application, please advise the user to resume their previous operations.

iii. Please try to download the installer for ProPlan CMF Connect again at http://link.materialise.com/Synthes/ProPlanCMFConnect/setup.exe. If the same error still occurs, refer to Proxy server Troubleshooting Guide.

Proxy server

The proxy server setup in the hospital probably blocks the download of the installer; either the outbound port 443 is blocked, or www.materialise.com or https://online.customizedsurgicalsolutions.com are blocked.

a) Please consult the hospital’s IT department to unblock the outbound port 443, as well as enabling the access to www.materialise.com (For issues during the installation) or https://online.customizedsurgicalsolutions.com (for issues while using the application) in the proxy server.

b) Once the proxy server unblocked the access, please try to resume previous operations.

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Connection Checking Tool

Connectivity Checker Connectivity checker is a tool that assists in troubleshooting issues related to Proxy Server and Firewall Settings. The user is required to run the Connectivity Checker tool in their PC, and result of the analysis from the tool may be used to further investigate the issues that prevent the user from running ProPlan CMF Connect.

� Procedures to run the tool: a) The tool is attached along with the document:

ConnectivityChecker.zip

b) Transfer the tool to the user’s PC.

c) Extract the ZIP file and run the tool. d) Once the application is running, click on the ‘Check Connection’ button. e) If the tool ask for the credentials, fill in the user’s network credentials.

f) Compare the results with expected results below:

g) Grab a screenshot of the tool. Click ‘Send Report’ to send the analysis report generated by

the tool & the screenshot to the Product Manager for CMF & CMFSupportConnect mailing group.

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Before Installation (Downloading from site)

Failed to download the installer (setup.exe) This may happen when the user is trying to download the installer from http://link.materialise.com/Synthes/ProPlanCMFConnect/setup.exe. It may be caused by the unavailable internet connection, or the firewall and/or the proxy server setup is blocking the site from downloading file.

� Procedures to verify the issue:

a) Please check the internet connection

General Guideline : Internet Connection Troubleshooting Guide

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b) Please check the firewall settings

General Guideline : Firewall Troubleshooting Guide

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c) Please check the Proxy settings

General Guideline : Proxy Server Troubleshooting Guide

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During Installation

.NET Framework 3.5 SP1 is required

This may happen when the user tries to run the installer (setup.exe) without .NET Framework 3.5 SP1 installed. The user has to accept the License Agreement to download .NET Framework 3.5 SP1 through internet to proceed with the installation with ProPlan CMF Connect. Depending on the speed of internet connection, it will require few minutes or more before the installation of ProPlan CMF Connect starts.

The installation of ProPlan CMF Connect will not start if .NET Framework 3.5 SP1 is not completely installed, or the user doesn’t accept the License Agreement.

Note: This most likely will occurs on Microsoft Windows XP and Windows Vista, since .NET Framework 3.5 SP1 is not included by default; in Windows 7, .NET Framework 3.5 SP1 is preinstalled. However, if .NET Framework 3.5 SP1 is removed from Windows 7, this will also occur.

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If the user accepted the License Agreement, but the download stopped in the middle of progress, probably the internet connection is temporarily unavailable.

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An error occurred when installing the application

This error dialog appears when the setup.exe is executed without internet connection available, or the firewall/proxy configuration has blocked the access. Internet connection is needed to proceed with the installation of ProPlan CMF Connect.




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Cannot Start Application

This error dialog appears when the internet connection becomes unavailable when the installation is in the progress (downloading the files).

� Procedures to verify the issue: a) Error Log File: Please click Details… button to open a log file. The log file will be opened in

Notepad. Click File > Save As, select Desktop, and then click Save. At the desktop, there should be a log file. Please ask the user to send the log file to the DePuy Synthes CMF Support Team.

a. Error Summary: In the log file, look for the ERROR SUMMARY. The summary of the errors should be able to explain the reason of the installation failure. Most of the time, the problem is caused by the unavailability of internet connection during the downloading process. Below are some common errors can happen: i. An existing connection was forcibly closed by the remote host ii. An established connection was aborted by the software in your host machine

b. Refer to item (b) to troubleshoot for the internet connection.

b) Please check the internet connection


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c) Please check the firewall settings


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d) Please check the Proxy settings


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After Installation (First Run/Launching/Request New Account)

Request A New Account – Email address is already in use

This will happen if the user entered an email address that has already been used to register a ProPlan CMF Connect account and clicked Send Request button. The text field for Email Address will be highlighted with red square box to indicate that it requires the user attention.


a) Please check with the user if that email address is already used to request a ProPlan CMF Connect account. If the user mentioned that the email address has already been used, please check with the user for the reason of requesting a new account.

a. Forgotten the password: If the user has forgotten the password, advise the user to click on ‘I forgot my password’ at the sign in screen to retrieve the password. The user will receive the password in his/her registered email account.

b. Second account required: If the user required a second account, please check with the user for the reason of requesting second account. If there is no valid reason, advise the user that each user should have only one ProPlan CMF Connect account to avoid confusion.

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Request A New Account – One or more fields are not valid

This will happen if the user clicked Send Request button without filling all the compulsory fields (which is marked by a red asterisk *). The unfilled compulsory fields will be highlighted with red square box (example above), and must be filled in before the user can request an account.

This will also happen when State/Province field is empty when a country with State/Province available is selected, such as Canada, New Zealand, South Africa, United Kingdom, and United States, although there will be no red square box highlighting it.


a) Highlighted field(s): Please check with the user whether there is any content in the highlighted field(s). If there is none, please advise the user to fill up the highlighted field(s) as they are required for account request.

b) State/Province: If there is no highlighting box in all the fields, but the user still getting the same error after clicking Send Request button, most likely the user has not select the state/province for the country. For the country Canada, New Zealand, South Africa, United Kingdom, and United States, a State/Province must be specified before requesting an account.

If all the compulsory fields are filled in, the user should be able to request an account by clicking the Send Request button.

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Request A New Account – Country list is empty

This may happen if the user clicked Request account for ProPlan CMF Connect at the sign in panel to enter the Request A New Account panel without the connection established to ProPlan CMF Online. It may be caused by the unavailable internet connection, or the firewall and/or the proxy server setup is blocking ProPlan CMF Connect from accessing ProPlan CMF Online.




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Please advise the user to return to the sign in panel and click Request account for ProPlan CMF Connect. The country list should appear.

d) Error log: If items (a) to (c) aren’t able to help in this issue, the error log generated by ProPlan CMF Connect should be sent to the DePuy Synthes CMF Support Team for further investigation. a. The error log (ErrorLog.log) can be found at:

i. Windows XP: C:\Documents and Settings\<username>\ApplicationData\Materialise\SynthesConnect

ii. Windows Vista/7: C:\Users\<username>\AppData\Roaming\Materialise\SynthesConnect

Replace <username> with the user PC login name

b. Check the messages logged inside the error log. If the messages don’t give any clue about the issue, please forward this error log file with the information about actions taken to ProPlan CMF Connect Development Team for further investigation.

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Login

One or more fields are not valid

This may happen if the user clicked Sign In button after entered the wrong/unregistered email address or wrong password.

� Procedures to verify the issue: a) Empty field(s): Please check with the user if there is any unfilled field(s) in the Sign In panel.

a. Empty field(s): If there is, please advise the user to fill up the empty field(s). b. No empty field: If there is none, please check item (b).

b) Email Address: Please check with the user if the email address is correctly filled in. a. Wrongly entered: If it is not correctly filled in, please advise the user to fill the

email address correctly. b. Not registered: Please check with the user if the email address has been

registered for ProPlan CMF Connect account. If it is not, please advise the user to initiate the registration by clicking Request account for Synthes ProPlan CMF Connect. If it is registered, please advise the user to fill in the correct email address.

c. Correctly entered: If it is correctly filled in, please check item (c). c) Password: Please check with the user if the password is correctly filled in.

a. Wrongly entered: If it is not correctly filled in, please advise the user to fill the password correctly with Caps Lock turned off.

b. Password forgotten: If the user has forgotten the password, please advise the user to click I forgot my password in order to retrieve password.

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c. Correctly entered: If it is correctly filled in, please check item (d).

d) Please check the internet connection


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e) Please check the firewall settings


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f) Please check the Proxy settings


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g) Error log: If items (a) to (f) aren’t able to help in this issue, the error log generated by ProPlan CMF Connect should be sent to the DePuy Synthes CMF Support Team for further investigation.

a. The error log (ErrorLog.log) can be found at: i. Windows XP:

C:\Documents and Settings\<username>\ApplicationData\Materialise\SynthesConnect

ii. Windows Vista/7: C:\Users\<username>\AppData\Roaming\Materialise\SynthesConnect



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Create a Case

One or more fields are not valid

This may happen if the user try to create a case without completely fill in all the compulsory fields (which is marked by red asterisk *). All the compulsory fields are needed to fill in to create a new case. Unfilled compulsory field(s) will be highlighted by red square box (example above, Last Name and Surgery Type is highlighted).

� Procedures to verify the issue: a) Empty field(s): Please check with the user if there is any unfilled field(s) in the Create New

Case panel. First Name, Last Name, Gender, Hospital, Surgery Date and Surgery Type are the compulsory fields (marked by red asterisk *)

a. Empty field(s): If there is, please advise the user to fill up the empty field(s). Then click Create button to create a new case.

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An error occurred when creating this case

This may happen if the user tries to create a case without internet connection or access to web service. Internet connection and access to ProPlan CMF Online are needed to create a new case in ProPlan CMF Connect.




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d) Error log: If items (a) to (c) aren’t able to help in this issue, the error log generated by ProPlan CMF Connect should be sent to the DePuy Synthes CMF Support Team for further investigation.

a. The error log (ErrorLog.log) can be found at: iii. Windows XP:

C:\Documents and Settings\<username>\ApplicationData\Materialise\SynthesConnect

iv. Windows Vista/7: C:\Users\<username>\AppData\Roaming\Materialise\SynthesConnect



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Case Overview Screen

The case overview list is empty

This may happen if the user returns to Case Overview Screen from Case Details Screen without internet connection. Unavailable or intermittent/bad quality internet connection is likely to cause this issue.




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Open a Case

No 3D model in the case

This may happen if the internet connection drops when the case is downloading. Intermittent or bad quality internet connection is likely to cause this issue.




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Editing a Case

Edit Case Details - One or more fields are not valid

This may happen when the user tries to save without completely filling in all the compulsory fields during case details editing (Example above: Last Name is unfilled, Surgery Date is invalid). All the compulsory fields must be filled in before the user can save the edited case details.


a) Empty field(s): Please check with the user if there is any unfilled field(s) in the Edit Case Details panel. First Name, Last Name, Gender, Hospital, Surgery Date and Surgery Type are the compulsory fields (marked by red asterisk *)

a. Empty field(s): If there is, please advise the user to fill up the empty field(s). Then click Save button to save the case details.

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Edit Case Details – Edited case details are not saved This may happen if the user tries to save edited case details when the internet connection is dropped or unavailable. The Edit Case Details panel will close after the user clicked Save button, but the edited details are not saved due to the internet connection issue.




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Error Log

TCP error code 10060 Full message: TCP error code 10060: A connection attempt failed because the connected party did not properly respond after a certain period of time, or established connection failed because connected host has failed to respond 75.101.144.72:443.




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