T2 Escalation Ticket Form:
Dealership name:
Caller Name :
Contact Number/Email:
Server/Workstation:
Server IP:
Error :
Issue Description:
Steps taken and results:
KA > 01,02,03 - InfraRed Overflow / Checksum /Timeout - Page 2213
MESSAGE:
- Error Codes 0x01, 0x02, 0x03
- IR checksum error
- IR overflow (typically when checking a KeyPad out or in, or when programming a Keybox)
- IR timeout
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Infrared (IR) troubleshooting
- Reset Programming Base
- Try a different KeyPad or Keybox
- Reboot computer
ISSUE: Failed Infrared (IR) communication
CAUSE: Packet corrupted during IR receiving
SOLUTION:
1. Wipe off the IR lens at the top of the keypad and/or the IR lens on the bottom of the keybox, preferably with some form of cloth (or napkin).
2. Wipe off the IR lens on the top of the programming base, preferably with some form of cloth (or napkin).
3. Make sure the KeyPad/Keybox is held firmly into the indentation on the top of the programming base.
4. Turn off the base, unplug the power supply, unplug the serial cable/USB adapter and wait 10 seconds. Then reconnect in reverse order and turn the base back on.
5. Make sure whether the issue with the programming base/computer or the KeyPad/Keybox by trying a different KeyPad or Keybox.
6. Reboot the computer.
KA > A connection could not be established to the server. Reason: SQL server does not exist or access denied - Page 2320
MESSAGE:
Unable to connect to KeyAdvantage server. Please contact your administrator. A connection could not be established to the server. SQL server does not exist or access is denied
KEYPOINTS:
- User is unable to login to KA program
- Turn off UAC
- Verify SQL service is started on server PC
- Workstation is unable to connect to server due (data source or IP) not matching
- Ping server through workstation
- User installed KA software using wrong CD Key
- AB 4042 details how to determine the server's IP
ISSUE: Unable to login to KeyAdvatage program through workstation.
CAUSE:
- Server's machine SQL is not running or has stopped working
- Workstation (data source or IP) does not match server's (data source or IP)
- Network issue between workstation and server
- Wrong CD Key used
SOLUTION:
1. Make sure (UAC) User Account Control settings are turned off or set to never notify.
2. Verify that SQL service is running on server machine
a. on the server machine> right click the SQL icon in the system tray> select open SQL server manager> make sure is says started
3. Verify that workstation's (data source or IP) matches to server's (data source or IP) - ***CHECK "NOTE"*** on how find (data source or IP)
a. If it does not match, you can edit (data source or IP) on the workstation so it matches (data source or IP) from server, then try again
b. copy INI file from server to workstation
NOTE: For KA 2.0+, Check the Data Source in the KeyAdvantage.ini config file. On a workstation it should read 'Data Source=[ComputerName] where [ComputerName] is replaced with the computer name (or IP address) of the KeyAdvantage Server.
4. Pinging the server through workstation to check network connection:
- start> all programs> accessories> command prompt> type: ping (data source or IP) from the server machine. Any response is fine (assuming it isn't an error message)
5. If user installed KA software using a wrong CD Key they will need to remove and reinstall with correct CD Key. See AB: 2545
NOTE: How to find (data source or IP): computer> c:> program files> Supra folder> KA folder> KeyAdvantage.ini> right click> edit> (data source or IP)
NOTE: TCP port 1433 must be open on both client and server, add exceptions in Windows Firewall, or other security application. Have their IT person do this across all computers using KA, and any firewall/securitysoftware/routers in between.
NOTE: MSDE has a 12 character limit on Computer Names...please make sure that the name of the server PC is 12 characters of less.
NOTE: SQL service name in services.msc is MSSQLSERVICE in the services menu. May be SQLSERVICE
NOTE: If running KA 2.0 or under Windows 10, use the IP address and not the Name of the server, and add ,1433 (that's COMMA One Four Three Three) to the end of the IP address (no spaces).
NOTE: In Windows 10 if you look in the start menu for the Configuration Manager, it might not show up there. If it doesn't just search for SQL and it will come up.
NOTE: if running KA 2.0 or newer and no workstation can connect, check the SQL 2014 configuration manager settings.
KA > Access Begin time and Access End time cannot be same - Page 2337
MESSAGE:
- Access Begin time and Access End time cannot be same.
PRODUCTS: KA 1/x, 2.x
KEYPOINTS:
- Enter time value in Access End time field greater than Access Start time field
ISSUE: When the User click the save button, Dialog pops up stating that the Access Begin time and Access End time cannot be same.
CAUSE: This happens because User enters the same time for Access start time field and Access end time field on the user record.
SOLUTION:
1. Click on Users.
2. Click on the Search button.
3. Enter information to lookup the desired user.
4. Click on Find at the bottom.
5. Use the arrows at the top to select the correct user if more than one comes up.
6. Click on Modify.
7. On the KeyPad Information tab, enter time value in Access End time field greater than Access.
8. Start time field for each day of the week.
9. Click on Save.
KA > Account Locked Out - Page 2216
MESSAGE: Your account has been locked out
KEYPOINTS:
- Wait 20 minutes and try again
- Reboot PC
- Have another Administrator login
- Call helpdesk
ISSUE: User account is locked out.
CAUSE: User tried to login into the KeyAdvantage system unsuccessfully 3 times in a row, or they have attempted to check out a keypad using the incorrect PIN.
SOLUTION: If the issue is with a wrong ID/password combo:
PIN CODE / CHECKING OUT KEYPADS
If the issue is with a wrong PIN:
1. Wait 20 minutes, and the system will allow 3 more attempts.
2. Have them make sure they are using the correct user ID and PIN.
3. Have an Administrator login and change the PIN for them
Checking out KeyPads
- If they are trying to check out a keypad make sure they understand they should be using their 4-digit PIN code.
- Also we cannot do anything about PIN issues as we do not have admin rights to their database.
PASSWORD / ADMINISTRATOR LOGIN
Password Requirements:
The password must contain:
- At least 8 characters including...
- At least one number
- At least one upper case letter
- At least one lower case letter.
They can have a special character, but cannot include comma (,) or apostrophe (').
1. Wait 20 minutes, and the system will allow 3 more retries.
2. Have them make sure they are using the correct login ID, and password.
3. Have another Administrator login and change the password for them
4. Call helpdesk and see if they can get you a "getraining" password (getraining is the login ID).
5. If the getraining login does not work we will have to assign the call to: .KALEAD and have a custom script created for them.
NOTE: If they have already waited the 20 minutes, and are still locked out, have them reboot the PC, then try again.
LOGIN FAILURE TRACKING
KeyAdvantage tracks the last 3 login failures, Example: if they failed to log in twice last month, but then got logged in and if they fail to log in once this month, the account will become locked out for 20 min.
NOTE: Make sure customer does not have caps lock on and is entering the correct password for their login ID.
WORKAROUND: Another user with login permissions is still able to login into the KA system as long as they supply a valid login id and password.
KA > Billing - Page 3515
ISSUE: Key Advantage billing issues
SOLUTION: Contact David Hamilton
KA > Change KeyPad Assignment Method - Page 4127
MESSAGE: Admin wants to change the KeyPad assignment behavior in their KeyAdvantage system
KEYPOINTS:
- For their system, they need to decide if they want to assign KeyPads directly to Keyholders, or to allow them to Check Out/In any KeyPad
- To switch, go to Administrator > Configuration > Customer Site Options and check or uncheck "Assign KeyPads to Key Holders"
DISAMBIGUATION:
- For instructions on how to Check In and Check Out KeyPads, see AB 2853
SOLUTION:
Options:
- If KeyPads are required to be assigned, each keyholder will need a KeyPad assigned to them to theck it out.
- If KeyPads are allowed to be temporarily assigned and unassigned as they Check Out and Check In a KeyPad then assigning a keyPad directly to a keyholder is not possible
SWITCHING METHODS
To switch between statically assigned keyPads and dynamically checking them out.
1. Log in to KeyAdvantage as an Admin.
2. Click on Administrator at the top.
3. Click on Configuration (second option).
4. Click on Customer Site Options (fourth tab).
5. At the top of the window, click on the red pen icon (Modify Current Record).
6. At the top of the tab, "Assign KeyPads to Key Holders" will either be checked or not.
a. If it is checked, that means that KeyPads have to be assigned to keyholders directly to be used.
- Unchecking the option and clicking on the Save icon at the top will unassign all KeyPads from their Keyholders and allow them to Check Out any KeyPad, which they will show as being assigned to for the duration of the Check Out. If they forget to Check In the KeyPad, when it is next checked out by someone, it will be Checked In, then Checked Out automatically.
b. If the option is unchecked, then KeyPads are temporarily assigned a KeyPad when they check it out.
- Checking the option will then require assigning keyPads to individual keyholders before they can Check Out a KeyPad.
7. Click on OK on the warning window. This will warn you of what you are doing. In the case of unchecking the box, it specifically mentions that all KeyPads will be unassigned from keyholders.
8. Click on the Save icon at the top of the window. This is when the change actually occurs.
9. Click on Close at the bottom of the window.
KA > Clock Error or 3 Buzzes - Page 1988
MESSAGE: Clock Error or 3 Buzzes
PRODUCT: KA 1.x, 2.x
KEYPOINTS:
- Try check in and out keypad again.
- Try replacing batteries
- Try to reboot workstation/PC then try to check in the key again
- Check firmware
- Possibly flash keypad with updated firmware
ISSUE: The keypad display "Clock Error" or gives 3 Buzzes when a button is pressed.
CAUSE: The key has lost its time and date in the memory
SOLUTION:
1. Try checking the keypad in and out.
2. Try replacing the batteries and then checking the keypad in and out.
3. Reboot the computer being used to check in/out the keypad.
4. Check the date and time on the server, if that is correct then the keypad will need to be flashed to 1.7 firmware. If it is already at 1.7, follow warranty replacement on Org Notes.
5. FLASHING KEYPADS
To flash the keys to the Firmware 1.7:
a. Send them the files attached to this answerbook. The instuctions are also attached in a PDF file. Each key will take roughly 20 minutes.
b. IF YOU SEND THE FIRMWARE please assign it to CR 9471. We need that to track the calls.
6. If non of the above works, then replace the keypad
KA > How to install Key Advantage Server 1.x - page 3024
MESSAGE: How to install Key Advantage Server
COMPATIBILITY: For compatibility information, see AB page 2333
KEYWORDS: Install Key Advantage Server Install How To Software
***These calls should be escalated to .TIER2 if you are not trained on new customer installs.***
KeyAdvantage is NOT supported on HOME versions of ANY OS.
Software download located at: http://www.ekeyprofessional.com/downloads/KeyAdvantage_1_9_3_10_Install.exe
- AB 4042 details how to determine the server's IP
SOLUTION: ALL functions require administrator access to the computer for the duration of the install.
Prep server PC with required Microsoft applications:
****FOR WINDOWS VISTA/7 TURN OFF USER ACCOUNT CONTROLS BEFORE YOU START******
- You can install the prerequisates with UAC on. Disabling it after the Prerequisites is a good time to do so because it is best to reboot after installing them anyway.
(On the KA CD, open the PreRequisites folder)
1) Install .NET Framework 1.1 (..\PreRequisites\DOTNET1.1)
2) Install .NET Framework 1.1 SP1(..\PreRequisites\DOTNET1.1 SP1)
NOTE: The "DOTNET1.1 SP1" folder contains a folder specifically for Windows Server 2003 labeled 'WIN2003'. The other folder, 'WIN2K' can be used for Windows 2000, XP, Vista and 7.
3) Install MSDE 2000 SP3 (..\PreRequisites\MSDE2KSP3)
(Microsoft SQL Server Desktop Engine)
NOTE: If prompted for a username and password during the MSSQL installation, use username: "sa" and password: "SecureDB" (without the quotes, and both are case-sensitive)
4) Restart computer
Installing KeyAdvantage (Windows 2k SP4, Win XP SP2, Wink2k3 SP1)
1) Run Setup.exe from the CD (If XP SP3, Win2k3 SP2, Win Vista, or Win 7 SEE BELOW)
2) Setup will ask for the CD-KEY. It is located on the inside of the CD case. (Should also be located on the liaison tab of Org Info in Clientele)
3) Choose "Install KeyAdvantage Server"
4) Setup will ask for a Name and Company. This is part of the Windows Installer and does not have any bearing on the installation.
5) Setup will ask about the lack of a printer and exchange server. You may continue without either being present.
6) As the installation finishes, you will be prompted to restart. Do so and be sure to leave the CD in the CD-ROM drive.
7) As the computer restarts and loads Windows, Installation will start again and prompt for configuration and inventory files. At this time eject the installation disc and insert the configuration and inventory CD.
NOTE: IF THE IMPORT WINDOW DOES NOT AUTOMATICALLY RUN ON IT'S OWN, BROWSE TO: C:\Program Files\Supra\KeyAdvantage\KA, AND RUN KAImport.exe.
8) Click on 'Browse' and locate the '.supra' file on the CD drive. Open it and then click 'Import'
9) KeyAdvantage will then import all of the customer's Keypads and Keyboxes.
NOTE: Customer may have separate config and inventory files. If you initially Import the config file, you will also need to import the remaining inventory file(s).
10) After the import process completes, click 'Next'.
11) If applicable, enter the SMTP address of the customer's Exchange Server into the appropriate field. If the customer does not use Exchange, enter 111.111.111.111 into the field.
12) Click 'Close' and save changes. Verify date, time, and timezone are correct.
13) Run the DST Patch (Can be found at "P:\Field Support\KeyAdvantage\!Tools-Scripts\DST Fix\KA_DayLightSavingsChange.exe")
14) To verify server installation, launch KeyAdvantage from the desktop icon and login with the default user.
NOTE: The username is always 'training' and the password is specific to the customer, and should be on the Configuration page for new installs, or in the liaison tab of Org Info for all existing customers.
15) If this PC is going to have a Programming Base attached to it, verify that you are able to communicate to the device. If they have a user created, you can check out a keypad. If not, at least verify that you are able to access the "Diagnose" screens for either a key or keybox to ensure that the base is functional.
NOTE: If using a serial port on the PC, make sure that the COM # specified in the KA program matches the number that the Base is connected to (likely 1 or 2).
If using a Serial/USB Adapter, You will need to install the drivers specific to the adapter, if we supplied the adapter there will be a CD included in the package. We also have the installer on the P drive if we need to send it. Once the drivers are installed, we will need to ensure that the COM # assigned to the adapter will work. For KeyAdvantage, we can use 1-4. You may need to reassign the port #, similar to the process for a DisplayKEY USB Cradle. (If you don't know, ask.) Make sure the port # in Device Manager matches the # in the KeyAdvantage program.
-----------------------------------------------------------
Installing KeyAdvantage (Win XP SP3, Wink2k3 SP2, Win2k8, Win Vista (32 or 64 bit), Win 7 (32 or 64 bit)
NOTE: The majority of this installation process is the same. You do not need to do anything differently for Prerequisites.
NOTE: These directions will ONLY work with MR6 (version 1.8.8). If the customer is running an older version, we will need to upgrade them.
0) For windows Vista or 7 (32 and 64 bit versions) DISABLE UAC (User Account Control) before you start the installation process. If you do not disable UAC, KAImport.exe will not automatically start after the PC is rebooted during installation. You will have to browse to the C:\Program Files\Supra\KeyAdvantage\KA and start it manually.
NOTE: If the software is downloaded from the web, the included setup.inx file is the upgraded version.
1) Copy the contents of the 1.8.8 Installation CD to a new folder, preferably on the desktop for easy access. Avoid copying to a Network share as the user will likely not have priveleges to complete later steps. A USB drive will work fine as well.
2) Replace setup.inx file from CD with file updated file. They can be found on our network at P:\Field Support\Key Advantage\Setup INX files\.
3) FOR WINDOWS VISTA AND 7 ONLY! Right-click setup.exe from the new folder and select properties. Click the compatibility tab at the top and check the box to run in compatibility mode, then select Windows XP SP3 from the list. Click "Apply" and then OK to make the change.
NOTE: If you are unable to check the box to enable compatibility mode, you are either not logged on as an administrator or the files are in a location you do not have priviledges to make changes (i.e. a network drive).
4) From here, the installation will be just like any other operating system. For directions, scroll up to the previous installation instructions and start on step 1.
5) for Windows 7 you will need to send the the XML.exe file to run that is located in P:\field support\Key Advantage\!Tools-Scripts\XMLFix They need to run this on the server. If you do not when they try to check in/out keys they will receive an XML error.
NOTE: If installation of client or server is on a PC with the Windows Firewall, ensure that the Windows Firewall is disabled or that it will allow TCP port 1433 as an exception. (see Attachment for steps for Win 7 Firewall)
KA > Key Tag cannot be read while adding or editing Vehicle Info with status Inactive , Sold and Lost - Page 2354
MESSAGE:
- Key Tag cannot be read while adding or editing Vehicle Info with status Inactive , Sold and Lost
PRODUCTS: KA
VERSION: 4.2
MODULE: SW Vehicle Info
KEYPOINTS:
- Make sure that Vehicle Status is Active in order to read KeyTag SlNo
ISSUE:
While adding Vehicle Info Read KeyTag SlNo will be disabled if the status is Inactive, Sold and Lost. If the KeyTag is already assigned to a vehicle and in edit mode if we change the status to anything other than Active, the Keytag SlNo displayed will be
CAUSE:
The user will be able to assign keytag only to vehicle with active status. If the status is made inactive , lost or sold and saved KeyTag SlNo the keytag unassignment screen will be popped up.User can unassign keytag or cancel the operation.
SOLUTION:
Make sure that Vehicle Status is Active in order to read KeyTag SlNo
KA > Keybox Access Hours and KeyBox Permissions aren't editable - Page 2343
MESSAGE: Keybox access hours and KeyBox permissions are not editable.
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Keyholder is a member of a Keyholder Group
- Change the Key Holder Group to None, then modify the data
ISSUE: When user tries to add, copy or edit user information, the keybox access hours and keybox access permissions are not editable.
CAUSE: This happens if the current user is assigned with a Key Holder Group.
SOLUTION:
1. Under Users, select Modify Keyholder Group.
2. Select the Keyholder Group from the dropdown.
3. Click on Find (binoculars).
4. Click on Modify (red pen).
5. Uncheck all groups on the right side.
6. Click on Save (disk icon).
7. Click OK on the warning that comes up.
8. Select the Keyholder Group from the dropdown.
9. Click on Find (binoculars).
10. Click on Modify (red pen).
11. Set the desired hours.
12. Click on Save (disk icon).
NOTE: Any currently checked out keys will still be operating under the previous hours. To fix this, have the users checkin and check out their key.
KA > KeyPad Checkout / Checkin Procedures - Page 2853
MESSAGE: Caller needs instructions on how to check out a keypad
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Select Check Out from the KeyPad menu.
- Enter your login ID and PIN code.
- Click Check Out.
- Place the KeyPad upside down on the programming base.
- Press the green Start button on the KeyPad.
- Click Close.
DISAMBIGUATION:
- If getting error "Unable To Check Out Keypad - Maximum Keypad Limit Reached", see AB 2245
SOLUTION:
To check out a KeyPad:
1. Select Check Out from the KeyPad menu (not logged in as an Admin).
2. Enter your login ID and PIN code.
3. Click on Check Out.
4. Place the KeyPad upside down on the programming base.
5. Press the green Start button on the KeyPad.
6. Click Close.
To check in a KeyPad:
1. Select Check In from the KeyPad menu (not logged in as an Admin).
2. Place the KeyPad upside down on the programming base.
3. Press the green Start button on the KeyPad.
4a. If checking in multiple keypads, put the next on one the base and click on Next KeyPad.
4b. If done checking in keypads, click on Close.
KA > Keypad won't check in. Serial number isn't in Inventory - Page 2222
VERSION: 1.x, 2.x
KEYPOINTS:
- Applies to KA 1.x only (KA 2.x does not have this issue)
- KeyPad or Keybox serial number(s) are included in activity stored in a KeyPad's activity read
- A KeyPad cannot be checked in if the KeyPad contains invalid serial numbers
- If the serial numbers are actual inventory, import the inventory
- (1.x only) If the serial numbers are invalid, then upgrade to KA 2.0
- If the serial numbers belong to another dealership, replace the KeyPad and return the inventory
ISSUE: Keypad will not check in due to a keypad or keybox in the backread which is not in the inventory.
CAUSE: The keybox/keypad was not added to the KA inventory. Was programmed by supra and shipped with a CD for importing the data.
SOLUTION:
When a keypad will not check in due to this issue, double check error message when checking in and note any and ALL keypad/keybox s/n's being reported, even if they are invalid. It can contain multiple. The error message should display the keybox serial number(s) causing the issue.
VALID INVENTORY
1. IF the keypad/keybox reported belongs to the dealership, then locate and import the correct inventory file to resolve.
2. If the CD cannot be found, or if the user claims to have never recieved a CD, 2555 can pull the inventory file from MFG and email it to them. Please document all relevant information such as Keybox number, contact information and email address.
INVALID INVENTORY (not actual KeyPad/Keybox Inventory)
IF the s/n reported is not a valid product, then the KA system would need to be updated to KA 2.x to allow the keypads to checkin and resolve the issue. Inventory files for invalid product can no longer be created.
INVENTORY from ANOTHER DEALERSHIP
IF the s/n reported belongs to a different dealership, the keypad needs to be replaced, regardless of warranty in this situation, and if they do actually have the other dealership's keypad/keybox in their possession, it would need to be returned to that other dealership.
KA > manual backup - page 3033
How to backup Key Advantage database
SOLUTION:
1. Logon to Key Advantage server with CSA account.
2. Go to Administrator menu > Database Maintenance and choose Backup Data.
3. Enter the account's password.
4. Select the backup type and choose a location to save the backup file.
5. Click the backup button.
NOTE: Restore only to same version of Key Advantage.
WORKAROUND: If unable to log in to Key Advantage at all OR if the Server is installed on Windows 7 or Vista (Was not fixed in 1.9.3), will need to send the customer the manual backup tool (KABackup.exe) located here:
P:\Field Support\3Automotive - KeyAdvantage\Key Advantage\KA Other Software\KABackup
After the .exe has been run, there will be a new file in the root C: called KeyAdvantage-YYYY-MM-DD.DBBackup (YYYY = 4 digit year, MM = 2 digit month, DD = 2 digit day) This program only works on 32 bit OSs.
NOTE: Key Advantage MUST be closed on the Server PC in order to run the manual backup tool.
NOTE: The most common issue you are likely to encounter will be a failure to create the backup files caused by their existing SQL database having an SA password other than the default for KeyAdvantage. We can customize the application for these customers on an individual basis. This requires recompiling the KABackup.exe.
NOTE: If the files show up with a BAK addition, the user is probably lacking needed admin rights.
------------------------------------------------------------------------------------------------------------------------------------------------------------
WARNING!!! - Use the following information carefully. Best to consult Helpdesk before attempting to do this. If possible, verify with customer's IT, they may prefer to have a recompiled .exe to use the existing password.
It is possible to change the SQL Server Admin password without knowing what it is currently set to. This requires being logged on to the PC as a local admin.
1. Open an Elevated Command Prompt on the KA Server PC (type cmd into start menu search field, right click cmd.exe and run as admin).
2. At the prompt, type in 'osql -L' and it will show a list of all MSSQL servers, there is likely more than 1 (which is likely why this issue came up in the first place).
EXAMPLE: C:>osql -L
3. If we know the name of the KA SQL Server, type in the following 'osql -S your_server_name -E'. On line 1, type 'EXEC sp_password NULL, ’your_password’, ’sa’' and press ENTER. On line 2, type 'GO' and press ENTER again."Your_server_name" being the KA Server listed from the command in Step 2 and 'your_password' should be our default 'SecureDB'.
EXAMPLE: C:>osql -S your_server_name -E
1>EXEC sp_password NULL, ’your_password’, ’sa’
2>GO
This may result in an error:
|=======================================================|
| [DBNETLIB]SQL Server does not exist or access denied. |
| [DBNETLIB]ConnectionOpen (Connect()). |
| OS Error 1326 Logon Failure: unknown user name or bad password. |
|=======================================================|
If so, repeat step 3 using the Computername instead of the SQL Server name. This will ONLY work if you are logged onto the PC as an administrator. This may also change the sa password for other SQL Servers running on the PC, so CHECK with IT to make sure they know about it. If they have the current sa password, then we could simpy just use that to log in and make the change.
------------------------------------------------------------------------------------------------------------------------------------------------------------
Manually rebuilding database:
If there is no other way to recover the data for a customer (i.e. MSSQL needs to be reinstall -OR- PC crashed and only can access hard drive to copy data) there are 2 files that we need to rebuild the data. They are KeyAdvantage_DATA.mdf AND KeyAdvantage_Log.LDF and they should be located in C:\MSSQL\Data
If you zip these 2 files (together or separately), as long as the zip file is less than 10 MB, we should be able to have them email it. If not, LogMeIn can be used to copy the files... if you have access.
If LogMeIn will not work, have them go to:
https://suprafs.suprakim.com
Login: KA.Customer
Password: 2l5g81Sy (That is a lower case 'L' in the second spot)
KA > Manually Unassign a KeyTag - Page 3601
When a Key Tag is assigned to a vehicle, it cannot be "unassigned" without using a programming base.
If a Key Tag has been lost after being assigned to a vehicle record, the ONLY way to assign a new Key Tag to that vehicle record is to modify the vehicle record and change the status to deleted. You cannot create a new record for the vehicle because the VIN is unique. Instead, just modify the vehicle record again and change the status back to ACTIVE. The Key Tag field should now be blank, and you can assign a new Key Tag.
Since nothing is actually programmed to the tag itself, if found it can be re-used. (No data is programmed to the Key Tag directly, the S/N is just assigned to the vehicle record in KeyAdvantage.)
KA > Program error, reprogram Key - Page 2634
MESSAGE: Program error, reprogram key
PRODUCTS: KA 1.x, 2.x KeyPad
ISSUE: Key is displaying "Program error, reprogram key" when a check in or check out is attempted or when key is turned on.
SOLUTION:
1. Check In/Out Keypad
2. If still shows program error, reset the programming base.
a. Turn off power
b. Unplug power cord and serial cable
c. Wait 10 seconds
d. Plug in power cord
e. Plug in serial cable
f. Turn on power
3. Check In/Out Keypad again
4. Check Key Status in Key Advantage. If Inactive or Deleted set to Active and Check In/Out
5. Replace if all else fails.
6. IF MESSAGE ON PC SAYS MEMORY CORRUPT, try flashing the Firmware. If already the latest version (currently 1.7) and cannot flash, follow warranty replacement on Org Notes.
KA > Read Keybox - Page 3169
PRODUCT: KeyAdvantage 1.x, 2.x
ISSUE: How to read a KeyAdvantage keybox with the KeyPad
SOLUTION:
To read a KeyBox:
1. Turn on the key with the Green button
2. Press the blue button directly below it when prompted for a pin.
3. Point the keypad at the bottom of the keybox (or press it into the bracket on the bottom of the box).
VIEWING READ
- When the KeyPad reads a KeyBox, the 5 most recent accesses can be viewed on the KeyPad. The KeyPad displays the key holder name and KeyPad serial number.
1. Press the ENTER button to view the date and time of the access selected.
2. To view the next access record, press the down arrow button (8) to scroll through
the additional entries.
ADDING ACTIVITY TO KA SERVER
- The complete KeyBox read, the most recent 35 entries, can be downloaded to the KeyAdvantage software by checking in the KeyPad that performed the KeyBox Read.
- The information can then be viewed as an access report.
- The KeyPad can store one KeyBox read at a time. Use the View Last KeyBox Read menu option to view KeyBox access details from the KeyBox read.
KA > Training - Page 2986
MESSAGE:
PRODUCTS: Key Advantage
KEYPOINTS:
ISSUE: Dealership needs additional training.
SOLUTION:
They will be required to fill out there first and last name, email address, company, and phone number before being allowed to view the training.
KA > Troubleshooting Programming Base Issues - Page 2267
MESSAGE:
- Programming base communication failure. Unable to write string to comport. failed to write data. Only 0 of 10 bits written.
- KAClient stays in busy mode, connecting to Programming Base
- Program error, reprogram key
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Reset the programming base
- Check the connections
- Wipe off the lens on the top of the programming base (and on the KeyPad/Keybox)
- Check the COM port in Device Manager and KA Client
ISSUE: User Click the Unassign menu item and the application stays in busy mode displaying Connecting to Programming Base in the Status screen.
CAUSE: This usually happens when any of the Previous device reading functionality does not closed the COM port properly.
SOLUTION:
1. Switch the Power button OFF and then ON.
2. If a message stating that the system cannot communicate with the Programming Base is displayed, then again try to Unassign the KeyTag after
a. Check whether the Power light is ON for the Programming Base. If not, Switch ON the Programming Base.
b. Check whether the Programming Base is connected to the System COM Port configured (Default =1) properly through a Serial Port Host communication cable. Administrator can verify the COM Port Configuration from the Maintain Programming Base sub menu in Administrator Menu.
c. Check the Connectivity of the Serial Port Host communication cable.
3. If the message is not displayed even after doing step 1, then Exit from KAClient Application and login again.
4. If still giving same error try turning off Programming Base and rebooting the PC then turn on the Programming Base and Log in to KA and try again.
If connected via a USB-to-Serial adapter, make sure it is on a COM port of 4 or less. If it is not:
1. Right-click on the USB-to-Serial adapter. Device Manager > Port (COM and LPT)
2. Click on Properties.
3. Click on the Ports tab.
4. Click on the Advanced button.
5. Change the COM Port to anything between 1 and 4 that does NOT show as (IN USE).
6. Click on OK.
7. Click on OK again.
NOTE: The computer may or may not need to be rebooted to set the port.
Check the Serial and/or USB cable and make sure the connections are secure.
Test by checking in or out a KeyPad.
NOTE: IF MESSAGE ON PC SAYS MEMORY CORRUPT, try flashing the Firmware of the KeyPad. If already the latest version (currently 1.7) and cannot flash, follow warranty replacement on Org Notes.
KA > Unable To Check Out Keypad - Maximum Keypad Limit Reached - Page 2245
MESSAGE:
The user is unable to check out a keypad because they have exceeded or reached the maximum number of keypads allowed.
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- check in keypads to resolve the issue
- change limit to get around the issue
ISSUE: The user is unable to check out a keypad because they have exceeded or reached the maximum number of keypads allowed.
CAUSE: There are two causes. One is a legitimate reaching of the limit on the number of keypads. Either check in a keypad, or change the limit.
Raising the KeyPad Limit:
1. Users.
2. Modify users.
3. Search Icon.
4. Lookup specific user.
5. Click on Find.
6. Click on KeyBox Access Permissions.
7. on the right side, click on the pull down for "Number of keyPads Allowed".
8. Select the desired amount (raising the amount by 1 should nbe all that is necessary).
9. Click on the Save icon.
The other cause is that the user has allowed their key from yesterday to expire without checking it back in. This is a glitch.
The solution is to raise their limit by one, check out the offending keypad and then check it back in. You may then set the limit back down by one, and everything should work normally.
WORKAROUND:
1. Raise the limit by one in the Keyholder record.
2. Check the KeyPad Out and back In.
3. Lower limit back to original value.
KA > Unable to open com port system error code 2 - Page 2349
MESSAGE: Unable to open com port system error code 2
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Check whether the Power light is ON for the Programming Base.
- Check whether the Programming Base is connected to the System COM Port and configured properly
- Check the serial cable connection.
ISSUE: While reading KeyTag Serial Number dialog box appears and informs the user that the system cannot communicate with the Programming Base.
CAUSE: The user has not connected the Programming Base Properly with the System.
SOLUTION:
1. Check whether the Power light is ON for the Programming Base.
If not, Switch ON the Programming Base.
2. Check whether the Programming Base is connected to a COM Port and configured (Default =1) properly through a Serial Port Host communication cable (or USB-to-Serial adapter).
1. Click on the Administrator Menu.
2. Click on Maintain Programming Base.
3. Verify the COM Port selected matches the Serial Port or USB to Serial Adapter under Ports in Device Manager.
3. If connected via a USB-to-Serial adapter, make sure it is on a COM port of 4 or less. If it is not:
1. Right-click on the USB-to-Serial adapter.
2. Click on Properties.
3. Click on the Ports settings tab.
4. Click on the Advanced button.
5. Change the COM Port to anything between 1 and 4 that does NOT show as (IN USE).
6. Click on OK.
7. Click on OK again.
NOTE: The computer may or may not need to be rebooted to set the port.
4. Check the Serial and/or USB cable and make sure the connections are secure.
5. Test by checking in or out a KeyPad.
KA > User does not have permission to logon to the system - Page 2788
MESSAGE: User does not have permission to logon to the system
PRODUCTS: KA 1.x, 2.x
KEYPOINTS:
- Keypad user is trying to logon to KA instead of check out their key
ISSUE: Keypad user is trying to logon to system instead of checking out their key
CAUSE: Keypad users by default don't have permissions to logon to the KA software
SOLUTION:
Click the "KeyPad Check Out" button instead of login
KA > Vehicle Information - Overflow - page 3957
MESSAGE: Getting Overflow when clicking on vehicles information (or theoretically other parts)
PRODUCTS: KA
KEYPOINTS:
- Purge Data
- Delete records from vehicle information in KeyAadvantage
- Copy Database and have Supra (Tier 2) remove vehicle records
ISSUE: Too many records - more than 32K records
CAUSE: KA uses an integer variable type which maxes out at 32K records
SOLUTION:
Purge Data:
1. Click Administrator > Database Maintenance.
2. Click Purge Data.
3. Enter your KeyAdvantage password.
4. Choose whether to purge data prior to a specific date or all data older than a specific number of months, then enter the date or number of months.
5. Click Purge.
6. The KeyAdvantage software asks if you'd like to create a backup file. Choose Yes or No.
If you choose to create a backup file, do the following:
a. Select the backup option: Entire Database, Configuration Data, or Configuration and User Information Data.
b. Select the drive and folder to place the backup data.
c. Click Backup.
d. Click Yes to confirm the backup.
e. The KeyAdvantage software asks if you want to view the log file for the backup. Click Yes or No.
f. The Purge data window displays. Click Purge.
g. When asked if you want to backup data, click No.
7. Click Yes to confirm the purge.
8. Click Close.
Deleting Records from Vehicle Information in KA:
1. Modify Vehicle Information
2. Search for vehicles with a status of Sold
3. Click on the Delete button for each of the records that comes up (or you can skip individual vehicles by clicking on the arrows at the top).
Copying Database and having Supra Remove Vehicle Records:
1. If that doesn't work, confirm they have backed up the database.
2. Use Log me In to copy their database to us.
3. Contact Tier2 to have Sold vehicle records deleted.
4. Once you have the modified database, you will need to restore the database using the new version.
KA > Warranty Replacement Declined - Page 3368
ISSUE: Customer is requesting replacement of product that is out of warranty
DISAMBIGUATION: For replacing product that is covered by warranty, use AB 2422
SOLUTION:
1. If the product is out of warranty, check the notes to see if there are directions to always replace product, regardless of warranty.
2. If there are no such notes, contact the salesperson to find out if they want to have it replaced anyway.
3. Decline the replacement
4. Suggest you can transfer customer to our customer serivce department if they need to buy more equipment, if appropriate.
KA > Device may not be present Error- Page 2350
MESSAGE:
- Device May Not be Present Error
PRODUCTS: KA
VERSION: 4.2
MODULE: SW Vehicle Info
KEYPOINTS:
- Place the KeyTag in the Program Base aligning the 2 contacts with that of program base.
ISSUE:
Error dialog pops up that informs the User that the Device may not be present .
CAUSE:
The User has not placed the KeyTag properly in the Programming Base as shown in the Status display screen.
SOLUTION:
Place the KeyTag in the Program Base aligning the 2 contacts with that of program base.
KA> Access to path "SupraEncryptVerify" is denied when importing inventory - Page 2584
MESSAGE:
- Access to the path "SupraEncryptVerify" is denied
PRODUCTS: KA
VERSION: n/a
MODULE: KA Software
KEYPOINTS:
- Copy the inventory files to the Desktop and try again.
- Make sure they are logged into the PC and the software with Admin Rights (must have read/write access to the hard drive on the PC).
ISSUE:
When the User attempts to import an inventory file, they get the message: Access to the path "SupraEncryptVerify" is denied.
CAUSE:
User does not have admin rights on the PC or in Key Advantage.
or rarely, for some reason the software is having trouble reading the file from the CD
SOLUTION:
Make sure they are logged into the PC with admin rights Even when they think they are, frequently they are not. Have then try the 'Administrator' logon, or contact their IT dept and have the IT contact logon with local admin rights.
Copy the inventory file from the CD to the Desktop and import again.
NOTE: The "Administrator" logon must have read/write access to the hard drive
KA> 27 - Key is Expired Error - Page 2358
MESSAGE:
- 27
- Key is Expired Error
ISSUE: Display shows error 27 Key is Expired Error
DISAMBIGUATION: If the key needs the dst patch for daylight savings time, use AB 2876
KEYPOINTS:
- Check in and check out the keypad.
- May need dst patch, see AB 2876
SOLUTION:
Check in and check out the keypad.
NOTE:
- Keypads expire at 11:45 and cannot be checked out again till after midnight
- If key has been checked out, but still shows expired, double check the PC. If language is set to anything other than English (US), it can cause the key to not update correctly.
- As of version 2.0.8 the date/time format on the client Machine must also be set to English US.
KA> 7B - Key Container Timeout -Page 2371
MESSAGE:
- 7B
- Key Container Timeout
KEYPOINTS:
- Try Again
ISSUE:
Display shows error 7B Key Container Timeout
CAUSE:
The user did not respond in time to lift up the key container
SOLUTION:
Try Again
KA> Backup Database Failed - page 3807
MESSAGE: Backup Database Failed
KEYPOINTS:
- Verify version of Windows
- Send customer manual backup tool
ISSUE: Customer is getting the error Backup Database Failed when trying to manually backup the KA data base.
CAUSE: Customer is using either Windows Vista or Windows 7.
SOLUTION:
If the Server is installed on Windows 7 or Vista, will need to send the customer the manual backup tool (KABackup.exe).
Located here: P:\Field Support\3Automotive - KeyAdvantage\KA Other Software\KaBackup
After the .exe has been run, there will be a new file in the root C: called KeyAdvantage-YYYY-MM-DD.DBBackup (YYYY = 4 digit year, MM = 2 digit month, DD = 2 digit day)
NOTE: Key Advantage MUST be closed on the Server PC in order to run the manual backup tool.
NOTE: The most common issue you are likely to encounter will be a failure to create the backup files caused by their existing SQL database having an SA password other than the default for KeyAdvantage. We can customize the application for these customers on an individual basis. This requires recompiling the KABackup.exe.
KA> Caller is not listed under dealerships account in Clientele - Page 2355
MESSAGE: Caller is not listed under dealerships Org Staff in Clientele
KEYPOINTS:
- Caller is not authorized
- Check solution for further details
ISSUE/CAUSE: The caller is needing assistance with KeyAdvantage software or hardware. Sometimes they might be only seeking direction or advice.
SOLUTION: Please make sure you check "People" or "Org Staff". If they are not listed under either, READ BELOW:
If they show up on the "People" tab and NOT the "Org Staff" group make sure you take steps to correct this if they are supposed to be a KA Admin for the dealership
**IMPORTANT** - Please take the proactive approach when you have callers that are NOT authorized on account. Do NOT tell, hint or even give the impression that we cannot help them.
Leadership for KA callers have very defined methods of what we should do to assist these callers. Basically everyone needs to exhaust all the options below and never make the assumption that you cannot help a caller.
OPTION 1: Any caller with a dealership email (example joe@bobsmotors.com) that is personalized with the dealership name can email you (call center rep) directly.
OPTION 2: Fax on letter head from the dealership.
OPTION 3: They or we can contact inside sales, the KA Account Sales Rep, Scott Westfall (KA Sales Manager) or all the above at the same time via email/Lync.
OPTION 4: Sales rep for the dealership emails us or calls us.
NOTE: If you have taken the proactive approach and we are not getting a response from the above methods. Please gather the callers information and forward to: rodolfo.lomeli@carriercom, and Rudy will address with KA leadership.
ADDING SOMEONE TO A DEALERSHIP:
Once you have approval and have the dealership open in Clientele, you need to:
1. Open Org Staff (on the left side) for that dealership.
2. In the Group window, click on the Add button at the bottom.
3. Fill out the Person Information window to the best of your ability. The following information is ideal:
- First and Last Name (required)
- Email Address
- Phone Number
- Select their Role: either KA Bus Ldr (General Manager or other leader) or KA SysAdm (system administrator)
*********** YOU SELECT THEIR ROLE IN THE LOWER RIGHT SECTION OF THE PERSON INFORMATION PAGE*************
From the dropdown, select the role (KA Bus Ldr or KA SysAdm) and click the Add button.
4. Once you are done entering information on the Person Information screen, click on OK at the bottom to save the information you entered. That person will now show on the Org Staff window.
5. Open that person's new record and assist them.
The callers "Title" in clientele doesn't mean they've been authorized as an admin. Even the General Manager of a dealership should send us the email or document we need to authorize them.
It any person shows up in our system when doing a people search, and it appears we've helped them in the past but they aren't listed in Org Staff, please take the necessary steps to update their record by following the process above.
KA> Error occurred during import - Page 3045
MESSAGE: Error occurred during import
PRODUCTS: KA
VERSION: ALL
MODULE: KeyAdvantage Server
KEYWORDS: KA, server, install, error, import
KEYPOINTS: Importing inventory and config during install.
NOTE: Do not cancel KA setup during the import. If it is cancelled, KA will need to be uninstalled and reinstalled from scratch. Launching the KAImport.exe manually likely will not work.
ISSUE: When installing KA server, after the reboot you go to import the config file and get "Error occurred during import"
POSSIBLE CAUSES:
- SQL Service not running
- User not logged on as a local PC admin (must have write access to the PC)
-User not a KeyAdvantage Admin
SOLUTIONS:
- Verify the MSSQLSERVER service is running. From the icon on the system tray, you can manually start the service. If it is already running, see next solution.
- Verify that the user is logged on as an admin. A limited user account (or possibly even an account that has been granted some admin priveleges) may not have the necessary priveleges to write info to a SQL database. It is best to install any and all software under an account with full admin priveleges.
KA> How to create a User/Admin in KeyAdvantage - Page 2553
MESSAGE: The customer needs to know how to create or maintain a user in the KeyAdvantage system.
KEYPOINTS:
- Creating a new user in KeyAdvantage
ISSUE: A user needs to be added or modified in the KeyAdvantage system.
CAUSE: The User needs to know how to create or maintain a user in the KeyAdvantage system.
SOLUTION:
1. Select Modify Users from the Users menu.
2. Click the Add New button.
3. Enter (or modify as needed) the user information:
a. Select the Status from the drop-down list.
b. Enter the user's first name.
c. Enter the user's last name.
d. Enter the user's login ID. The user checks out a KeyPad and logs in to the KeyAdvantage software using the login ID.
e. Enter the user's employee number (optional).
f. Enter any applicable notes.
g. Enter the KeyPad User Name. This displays on the KeyPad when it is checked out and on reports.
h. Enter a 4-digit PIN code for the user. The user uses their Login ID and PIN code when checking out and checking in a KeyPad. The user also uses the PIN code to access KeyBoxes.
i. Enter the maximum number of KeyBoxes the user can access in a shift.
j. Enter the maximum number of KeyPads the user can check out during a shift.
k. If the user belongs to a key holder group that is already created, select the group from the drop-down list. The access hours and KeyBox access permissions are filled in automatically from the key holder group settings and cannot be changed.
l. If the user does not belong to a key holder group, enter the access hours and KeyBox access permissions:
- Enter the hours the user is allowed to access vehicles. If the hours are the same each day of the week, enter the hours in the first line and check the Apply All box.
- Check the dealerships and departments the key holder can access.
NOTE: If a new dealership department is added to your KeyAdvantage system at a later date, you will need to add the new department to the KeyBox Access Permissions for all users needing access to the department. If the KeyBox Access Permissions are not updated in the user profiles, those employees will not be able to access the new department KeyBoxes.
m. Click the Login Permissions tab.
n. Enter and confirm a password for the user. The user logs in to the KeyAdvantage software using their Login ID and password.
- The password must contain a minimum of eight characters and at least one number, one uppercase character, and one lowercase character.
o. Click Set Permissions and from the User Type drop-down list select the type of user. Note: You will not be allowed to create a user with login permissions that exceed your own.
p. Check/uncheck any KeyAdvantage functions and click OK. If you added or removed any functions, the user will be saved as Custom in the User Type Field.
q. Check the dealerships and departments the user should be able to access.
r. Click the Save button.
KA> How to determine Dynamic/Static IP address and Computer Name - page 4042
MESSAGE: Caller needs to determine IP address and/or Computer Name for KA server
KEYPOINTS:
- Network Connections
- Local Area Connection properties
- Obtain IP Automatically/Use the following IP Address option
- System Properties will list the Computer (Host) Name
OR
- Command Prompt
- ipconfig /all
- DHCP Enabled Yes/No
- Host (Computer) Name or IPv4 Address
ISSUE: Caller needs to determine IP address and/or Computer Name for KA server; Whether IP Address is static or dynamic and whether the Computer Name has been recently changed
PROCEDURE DOC: See Attachment (for IP Address configuration)
SOLUTION:
There are multiple ways to check both the IP Address configuration and the Computer Name. Below, two methods are provided:
Option 1:
1. Press Windows + R to bring up the Run window.
2. Type in "ncpa.cpl"
3. Click on OK.
4. In the Network Connections control panel, right click on Local Area Connection.
5. Click on Properties.
6. Click on "Internet Protocol Version 4 (TCP/IPv4)"
7. Click on Properties.
8. On this screen, if:
A. Obtain an IP Address Automatically" is selected then it is Dynamic IP (use the Computer name).
B.Use the following IP Address" is selected, use the IP Address that is listed below that (not the "Subnet mask" or "default gateway") as the "Data Source = " in the "KeyAdvantage.ini" file.
If Dynamic IP is being used, you will need to determine the Computer Name. To do this:
1. Open the System Control Panel (Windows + Pause/Break keys).
2. Scroll down to the "Computer name, domain, and workgroup settings" section.
3. The "Computer Name" listed there is what you would want to put as the "Data Source = " in the KeyAdvantage.ini file.
Option 2:
1. Open the Run window
2. Type "cmd" (no quotes)
3. In the command window, type "ipconfig /all" without quotes, please note there is a space between the g and the /
- Host name is the computer name
- DHCP Enabled = Yes, means that they are using Dynamic, DHCP = No, means static
- For Static, look for IPv4 Address (ignore "(Preferred)", only use the numbers)
KA> How to Program a KeyBox - Page 2583
MESSAGE: Customer wants to reprogram a KeyBox
KEYPOINTS:
- How to Program a Keybox
DISAMBIGUATION:
- If KA Client is not connecting to the Programming Base, see AB 2267
- Checking In/Out a KeyPad, see 2853
- Reading a KeyTag, see AB 2138
CAUSE: Settings need to be changed, or keybox is being reassigned.
SOLUTION:
To change the settings in a KeyBox:
1. Place the KeyBox on the programming base with the bottom fitting on to the form on the top of the programming base.
2. In KeyAdvantage:
a. Click on the KeyBox menu at the top.
b. Select Program KeyBoxes. The current settings in the KeyBox are displayed.
3. The following settings can be changed in a KeyBox:
- Status of the KeyBox. There are two statuses for a KeyBox: Active and Inactive. Active should be used for KeyBoxes that are currently in use and KeyBoxes that are not in use should be Inactive.
- Notes can be added or edited.
- Lockout List - Add or change the KeyPads on the lockout list by selecting the KeyPad serial number and clicking the appropriate arrow.
4. Once the desired changes are made, click Program. Wait for the programming to finish.
KA> How to upgrade KeyAdvantage software - page 3030
MESSAGE: How to upgrade KeyAdvantage software
KEYPOINTS:
- You need to know what version they have and what version they are going to
- Create a backup of the database
- Do not uninstall the previous KA version (database needs to be upgraded)
- Workstations don't need to be "upgraded"; just uninstall and install the correct version.
ISSUE: KA Software version needs to be upgraded
SOLUTION:
How to upgrade Key Advantage software.
UPGRADE METHOD is based on version:
- If Upgrading from 1.8.8 or 1.9.3, NO STEP-UP IS REQUIRED (use the Data migration Tool for the database)
- If they have an OLDER version: Key Advantage upgrades must be done sequentially. ie: 1.4.11 > 1.5.6 > 1.6.5 > 1.7.1 > 1.8.8. You cannot skip any release.
1. DO NOT uninstall previous version KeyAdvantage SERVER. The database itself needs to be upgraded.
NOTE: ALWAYS create a backup of the database prior to performing an upgrade, just in case there are problems. It is also advisable to back up the .INI of the server. See C R 11112
NOTE: IF an upgrade fails, or there are database issues after, have the customer send us the db backup (can zip it and email IF under 10 MB). If larger, or unable to email for some reason, Logmein can be used to transfer files. If you do not have access to this, contact helpdesk. We can ATTEMPT to upgrade the database in house and get back to the customer.
2. A workstation does not necesarily need to be "upgraded." If needing to go thru multiple version upgrades to get to current vresion, may be best to uninstall KeyAdvantage (WORKSTATION ONLY!!!) and just install the current version
3. Place the CD in the drive or download from http://www.suprasystems.com/Products/Pages/KeyAdvantage.aspx. The installer will come up and ask if you want to upgrade the version of Key Advantage. Choose Next. and follow through the rest of the prompts.
NOTE: If it says you are not at .NET 1.1 the files to install .NET and upgrade to 1.1 are in the Prequisites Directory on the CD.
4. The rest of the install process is automated. System may require a reboot to complete installation.
5. Verify users are able to login on the upgraded version and, if programming base connected to pc, verify able to communicate with key/keybox.
If you get error "The selected Backup File is not compatible witht he current installed version of KeyAdvantage. Restore Operation will be terminated" ref to AB. 3809
KA> Importing inventory or firmware files
MESSAGE: User not able to check in or check out product
ISSUE: User needs instructions on how to import inventory or firmware files
CAUSE: New product has been sent to the customer and now needs to be added to the KA server
KEYPOINTS:
- Verify user has admin rights to PC and be at the server machine
- verify if user got CD or email with inventory file
- show them how import inventory files using KA program
SOLUTION: **IMPORTANT** User must be login to KA program as CSA or DGA or DA (Option will not exist in lower permissions)
Procedure if they have file saved or CD to import
1. Click file
2. Click Import
3. Click the Browse button
4. This next step will depend on where they saved or have inventory file on PC or have CD
5. Click the Open button
6. Click the Import button
Procedure if they do not have file saved or CD to import
1. Get key or box number to check for order number using KeyAdvatage lookup tool
2. Once you have order number open the P drive
3. select Field support folder
4. select 3Automotive - KeyAdvantage folder
5. select !Inventory Files folder
6. select and locate the dealership name
7. select and find order number and email file to them
8. Once they get file show them how to import
NOTE: ONLY a firmware file needs to be imported on the server machine. An Inventory file can be imported from either the server or any of the workstations.
NOTE: If you get the following error: Access to the path "SupraEncryptVerify" is denied please see AB Page - 2584
WORKAROUND: If they still cannot import inventory or firmware files or getting errors. We need specific error message word for word. If you have logmein123 tool; login to their PC and verify everything is being done correctly or check what error message they are seeing.
KA> Importing Vehicle information - page 2408
MESSAGE: User asking about format for Vehicle Inventory File, or getting an "Incomplete Data" error.
PRODUCTS: KA
VERSION: All
MODULE: Software
KEYWORDS: Key Advantage Vehicle Inventory file incomplete data format user made import input
KEYPOINTS:
I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I
Detailed Information and Background below
I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I
To import file, click on Vehicle Information and Import Vehicle Information. Then, browse for the file.
User is getting an "Incomplete Data" or "No carriage return" error when attempting an import of a Vehicle information file. This can be caused by using the wrong format.
There is a sample file attached, if you want to see what it should look like.
The Format for a Vehicle Inventory File is as follows:
Text File
Tab Delimited
9 Fields (all nine must be included even if blank):
1. VIN Number (17 characters)
2. Stock Number (10 Character Limit)
3. Year (4 Characters)
4. Make (20 Character Limit)
5. Model (20 Character Limit)
6. Color (20 Character Limit)
7. Status (A=Active, I=Inactive, L=Lost, S=Sold)
8. Note 1 (50 Character Limit)
9. Note 2 (50 Character Limit)
The VIN number is required for the data to import successfully, the rest of the fields can be left blank, but the 9 tab columns must be present.
Notes on the errors:
"Incomplete Data"
Usually happens when there is not enough tabs in the line of data.
"No carriage return"
Usually happens when there is too many tabs in the line .
"No carriage return after the last field"
Cursor must be able to go down to a blank line after the Note 2 field on the very last vehicle
KA> Input update code -Page 3397
PRODUCTS: Key Advantage
KEYWORDS: Key Advantage, key advantage, update code, Update Code
KEYPOINTS:
- Input update code
- Choose pin code
I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I
Detailed Information and Background below
I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I
ISSUE: Key needs update code.
CAUSE: System may be down, or may need key to work for past midnight.
SOLUTION:
Press the Green button to turn the key on.
Press the Cycle button in the lower left
Put in the update code for the key in question.
Press Enter.
Put in the PIN you want to use.
Press Enter.
NOTE: See page 2353 for how to generate update codes.
KA> Key Advantage Sales - Page 2558
MESSAGE:
- Caller needs sales information for Key Advantage products.
KEYPOINTS:
- All Sales calls are to be transferred directly to the KeyAdvantage Inside Sales Rep (Daniella Zamora; x7288735)
ISSUE: Caller needs information on Sales, either presales or sales.
CAUSE: Caller has reached the wrong department.
SOLUTION:
All Sales calls are to be transferred directly to the KeyAdvantage Inside Sales Rep
Daniella Zamora
Extension: x7288735
KA> KeyBox / Key not in Inventory -Page 2298
MESSAGE:
- KeyBox not in Inventory
KEYPOINTS:
- Import the KeyAdvantage.Supra file that the keybox / keypad belongs to
ISSUE:
When the User click the Program KeyBox menu, Dialog pops up stating that the KeyBox not present in the Inventory.
CAUSE:
This mostly happens in the Supra Site when attempting to diagnose a KeyBox for a different customer. The Hierarchy data for the Customer to which the KeyBox belongs will not be there in the Supra Database.
SOLUTION:
Login as Administrator and perform the Import operation with the KeyAdvantage.Supra file, which contains the Customer Information to which the KeyBox belongs.
-Or-
Have Helpdesk generate or locate the needed inventory file and send it to the Dealership via eMail.
KA> Keybox Battery Life questions - Page 3993
ISSUE: Customer inquires as to the battery life of a Key Advantage lockbox
SOLUTION:
Checking the battery life on the KA Keyboxes can be done by running the Keybox Inventory Report:
While logged in to KeyAdvantage:
1. Click on Reports at the top.
2. Click on Inventory.
3. Click on Keybox.
4. Select the individual Keyboxes (or check "Select all in list").
5. Select desired Inventory statuses.
6. Select All, OK or Low for Battery Status.
7. Select sort parameters.
8. Click on Print Preview (paper and magnifying glass icon) to see the results on the screen.
Please use the following verbage to describe the battery life of a KeyAdvantage Keybox.
"The keybox overall is designed for approx 12,000 accesses and based on usage that could be in the range of 6 to 8 years, depending on climate and usage. We do have many customers that have been on the program for 10 years with their keyboxes. With electronic products, there is a failure rate of 1% which is good for this industry, but could mean you will see a few keyboxes that need to be replaced. "
- Before replacing a Box free of charge. Check the original program date. Boxes have a 1 year warranty from original program date. (please check Org alerts/ replacements in case there is any special circumstances revolving around specific Box numbers. If you have a customer disputing any warranty contact a sales person)
- Make sure on if these are short or long Boxes
- Place replacement order through Clientele (hotline)
KA> Login failed for user ka.CDataServices -Page 3181
MESSAGE: Login failed for user 'ka'.CDataServices(getValuesByStoredProcCMD)
PRODUCTS: Key Advantage
KEYWORDS: ka login failed cdataservices cdata CData CDataService
ISSUE: User tries to login to KeyAdvantage, receives error "Login failed for user 'ka'.CDataServices(getValuesByStoredProcCMD).
If a new installation (or re-install) verify that the correct cd key was used.
If still unable to login, if there are any other workstations (or the server) that are able to login, try copying KeyAdvantage.ini and replacing the file on the affected machine.
Also may be an issue with user permissions for the Windows login. If possible, have them log on to the computer as an admin
NOTE: verify that the cd key they are using matches what is listed for the dealer in clientele > org info > liason tab .
Also, verify that what is listed in clientele matches the KA lookup tool:
http://cussxa0c.na.1utcfs.com/KA/default.asp
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
So far, have only seen the following on Windows 7
When a user logs in to KA and receives this message, exit and reopen KA
Does Windows Installer launch?
If NO, check the issues mentioned above again.
If YES, cancel installer (may take multiple attempts) and exit KA
right-click the KA icon and select properties, then click the compatibility tab at the top
Check the box to "run as administrator" and then click apply, then click OK
launch KA from shortcut again. Did Windows installer launch again?
If YES, contact Help desk.
If NO, verify customer is able to login. If so, then issue is resolved
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
WORKAROUND: None
KA> Move KeyAdvantage Server - Page 3014
MESSAGE: Moving KeyAdvatage server
KEYPOINTS:
- trying to move KA server to other PC
- have user do back up of old server
ISSUE: Customer wants to move the KA server to another PC.
SOLUTION: Install prerequisites and same version of KeyAdvantage Server on to the new PC. Create database backup file from old server and copy to location visable by new server. Login to new server as getraining and restore the database from the backup file. They should be able to login to new server with their normal logins now. Copy the KeyAdvantage.ini file from new server to any workstations that exist.
NOTE: They will need to login to KA on old server with admin rights to create the backup.
KA> Replace Product Procedure - Page 2422
MESSAGE: Replace Product Procedure
ISSUE: Caller has a defective piece of hardware.
CAUSE: The product has mulfuctioned or caller just wants a replacement.
KEYPOINTS: (include in Shipping Notes for the order)
PROGRAM TO ACCT# (if there is an alert for this, it needs to be here)
EMAIL ADDRESS: (confirmed, not just copied from clientele)
WARRANTY: YES/NO (and who aproved it)
KEYS IN BOX: YES/NO (and the serial numbers)
Keys are inside keybox and customer would like back (whether or not the keybox is in warranty):
- (Callers name)
- (Dealership name)
- (Full address)
- (phone or/and email)
SOLUTION:
- Verify that product is not functioning correctly and was not damaged by user
- Verify warranty status of product
- Get Approval from 2555
- Enter replacement order in Clientele
- Shipping time is different than with Real Estate: All replacement product goes ground. Unless specified other wise.
- Supra does not pay for return shipping on the defective product. Unless specified other wise.
Replacement Procedures
****WARRANTY****
1. Call center will determine if product needs to be replaced as customer expense or warranty replacement. If you have any questions ask help desk or supervisor.
2. Verify that the product is under warranty. You will need key pad serial # or keybox serial # Tool for verifying warranty: http://cussxa0c.na.1utcfs.com/KA/
- Standard warranty is 1yr from original programmed date. Unless specified other wise.
- If the product is out of warranty, check the notes to see if there are directions to always replace product, regardless of warranty.
- If customer claims they have a special warranty arrangement and there are no notes, and their sales rep is not reachable, contact a Supervisor for approval.
****SETTING UP ORDER****
3. Set up the Order in Clientele exactly as you would for a Real Estate product. There are a few small differences:
a. Verify name, address, phone, fax and email. This re-assures the caller we have all the current information and we prevent delays due to invalid or out of date information.
b. You do not need to put something for PIN number. Same for Credit Card. Unless they are ordering more product they would be speaking with their sales rep. For a list of the 2015 Automotive Team Territories click "Attachement" below.
c. When creating the order portion of the Order you should select "Organization" at the top of the address field to auto populate the fields.
d. The Shipping method for Key Advantage Orders is FedEx ground.
e. Supra does not pay for return shipping on the defective product.
f. If we are replacing a keybox, ask if they have department they want the keybox to be programmed for example: "Shop", "Sales" if none is choosen, they do not know or care about we will program "General Sales"
4. Put whether or not the product is under warranty and the email address of the caller in the shipping notes
5. Give the caller the call reference number and advise them. The product should be process in about 1-2 days then depending on shipping method.
6. Close the Call.
Defective product such as a keybox or keypad requires an RMA be set up
IMPORTANT - ask the caller what sort of keybox(es) they are calling about. There are 3 kinds: standard, long hanger (the metal clip extends past the top of the box by ~4 inches) and extended boxes that are longer and have a dark top and light bottom (instead of the reverse).
KEYS STUCK IN BOX: If caller reports that the keybox has car key(s) inside the KeyBox and will not open and wants the car key(s) back please copy and paste the template and fill out in "Shipping Notes:"
Keys are inside keybox and customer would like back.
- (Callers name)
- (Dealership name)
- (Full address)
- (phone or/and email)
NOTE: If a KeyBox is still hanging from the Vehicle and they are unable to remove it because the only set of keys is inside the KeyBox, AS A LAST OPTION inform the customer that they can contact a Locksmith to have a second set of keys made for the car, and we will reimburse them for the cost of the locksmith. Refer to sales rep in this case.
NOTE: Unlike real estate, the return procedure is handled in full by the customer, and does not impact the timing of our shipping of the new product. Shipment of the replacement product will occur in the general time frame noted above with consideration given to availablility of product.
NOTE: All replacement orders are now shipped ground. Keypads are 2nd day. If the customer wants overnight delivery of product, they need to give us a FedEx or UPS account # to charge.
NOTE: Programming bases have standard warranties, but their age can only be determined by the install date or approval.
WORKAROUND: none.
KA> Software (Server/Workstation) Installation Request - Page 4048
ISSUE: Automotive customer is requesting one of the following tasks:
- New server or workstation installation
- Upgrade from an older version of the KeyAdvantage software (Server or Workstation)
- Move the KA server from one computer to another (possibly with a version upgrade as well)
CAUSE: Issue with software setup, computer hardware, expanding capabilities or simply getting new computers.
KEYPOINTS:
The following information needs to be determined:
- Current version of KA software:
- If less than 2.0.8, are they wanting to upgrade (this will require upgrades to server and ALL workstations)?
- Are they wanting to install a server?
- Are they wanting to install any workstations?
- If so, how many?
- Do they have a 3rd party IT/PC Support?
- If so, who?
- Do any new Authorized Users need to be added to work with us?
- Computer Name and IP Address of Server? (the customer needs to know the physical location as well)
Each computer (current and new):
- Current OS version:
- Does the current login have Admin rights on the PC?
- Programming base (y/n)?
- What Com Port is it on?
--------
SOLUTION:
1. Complete as much of the information as possible.
a. Each computer that is going to be installed on, upgraded from or updated needs to have information provided for it.
2. Any additional information mentioned about the circumstances should be included in your notes.
3. If the customer is unable to check in/out KeyPads then offer update codes so they can continue to use their system.
4. If they need the 2.0.8 software installed and do not already have it, they need to download (from www.keyadvantage.com):
- The KeyAdvantage ver 2.0.8
- (server only) The Prerequisite Download
Having these downloaded already will greatly speed up the installation/upgrade/migration.
Both of these are ZIP files and will need to be unZIPped to run the included software.
5. For server installations, upgrades or migrations, they should be prepared to have one of us remote in via LogMeIn (they will go to www.logmein123.com and will be provided a 6-digit code to link them to the technician).
6. If anything is being done with the server, they should login with a CSA account and backup the database (as a precaution).
1. Login to KeyAdvantage as a CSA (Customer Supra Administrator).
2. Click on Administration at the top.
3. Click on "Database Maintenance".
4. Select "Backup Data".
5. Enter the account's password.
6. Select the backup type (typically Complete Database).
7. Choose a location to save the backup file (the default is the root of the C:\ drive).
8. Click the Backup button.
KA> unresponsive box - page 2569
PRODUCT: KeyBox, iBox
MODULE: N/A
VERSION: N/A
ISSUE: The Agent cannot release the key container
CAUSE: The KeyBox might be jammed, broken or unresponsive because of lost computer programming.
SOLUTION: If the KeyBox is unresponsive (not clicking when trying to obtain the key or release the shackle), it may have lost its programming, or become defective.
Try to "Diagnose Keybox" on the Programming Base. If the error there is unhelpful, or if there is no response from the box to the Diagnose request, then replace the keybox per the instructions in the KA> Replace Product answerbook.
NOTE: If there is a Key in the KeyBox and the KeyBox will not open, please fill out the Attached form in AB 2422 and send it to the Customer in an email. Inform the customer that the email will contain a label, which they are to print and stick on the outside of the return package on that KeyBox. The Customer will pay for Shipping to us. When we receive the KeyBox we will cut it open, get the key out, and then 2nd day the keys back to them immediately. We will pay for return shipping.
Also add to Shipping Notes in the order that the defective box has keys inside.
Full replacement instructions are in AB 2422
NOTE: If a KeyBox is still hanging from the Vehicle and they are unable to remove it because the only set of keys is inside the KeyBox, then inform the customer that they should contact a Locksmith to have a second set of keys made for the car, and we will reimburse them for the cost of the locksmith. IF you get a call about the reimbursement, contact their sales rep.
KA> Update Code Generation - Page 2353
MESSAGE:
- Dealership needs update codes generated because their system is down.
KEYPOINTS:
- Please note that any authorized user (someone listed under org staff) can receive update codes.
- Generate 1- or 2-day update codes as appropriate for the needs of the customer
- When generating codes, the Admin is either "tech" with a secret answer of "tech78" or anything else with the answer of "supra"
- When emailing update codes to a customer INCLUDE THE INSTRUCTIONS for entering update codes into a key
ISSUE:
The dealership's key advantage system has crashed or is unusable in some way and until they can get it back up and running, they will need update codes.
CAUSE: Server down, Programming base defective, power failure.
DISAMBIGUATION:
- If a customer needs to know how to enter an Update Code into a KeyPad, see AB 3397
SOLUTION:
1. Open the KeyAdvantage software, log in, and select their Dealership in the list.
2. Click on Administrator >> Update codes
3. The system will prompt you to select an Admin from the list, and enter the answer to their Secret question. (This information should also be in clientele)
4. After answering the secret question the Update code generator will come up.
5. Choose the keys you wish to generate codes for, and hit add.
6. Then click Generate Update codes.
NOTE: The generation of many codes takes a lot of time. Advise the caller that you will send the codes when they are finished generating, verify their email address, and end the call.
If we need to generate update codes we can use the supra login
Administrator = tech (TrueSpot = KATS) ; Secret Answer = tech78 (Kickass#2019)
If the Administrator is anything else, the Secret Answer should be: supra
Adding an Admin to RWC KA Server (for Updaste Code generation)
If there is no Admin listed in the Update Code tool (in our system, not the customers):
1. Log in to KeyAdvantage.
2. Select the correct customer.
3. Click on Administartor.
4. Click on "Maintain Secret Question and Answer..." from the drop down menu.
5. Under "Dealership Administrator" enter the Administrator Name (supra).
6. Select a Secret Question (doesn't matter which one).
7. Type in "supra" as the answer. it should be all lowercase.
8. Click on the "floppy disk" Save icon.
Include instructions to enter the update codes when emailing customers update codes:
To input the update code on your keys:
1. Press the Green button to turn the key on.
2. Press the Cycle button in the lower left.
3. Put in the update code for the key in question.
4. Press Enter.
5. Put in the PIN you want to use.
6. Press Enter.
For a visual guide go to the link below::
www.suprasystems.com/Documents/AU_KA_HowToEnterUpdateCodes.pdf
KA> User wants to know how to run a report - page 2551
MESSAGE: User wants to know how to run a report.
PRODUCTS: Key advantage software
VERSION: all
MODULE: Software, Client Workstation or Server
KEYWORDS: key advantage run report access vehicle reconcilliation assignment inventory configuration history keytag
KEYPOINTS:
- Basic instructions on how to run a report.
ISSUE:
User wants to know how to run a report, or needs help running a report.
CAUSE:
A Report is needed for some reason.
SOLUTION:
To generate a report:
1. Select the Reports menu and select the type of report to generate.
2. Set the report criteria.
3. Select the report destination by clicking the Print, Print Preview, or Export button or schedule the report for email distribution by checking the Schedule this report for email distribution button.
The following types of reports are available:
Access - Keyholder, Vehicle, Demo Activity, Purpose Summary
Keypad Assignment - Current, History
Reconcilliation - Vehicle Key Removal, Keytag
Inventory - Keypad, Keybox, Vehicle
Configuration - System User, Keyholder
NOTE:
For more information on Running reports, or scheduling reports, please see the Key Advantage help file for tutorials, and detailed instructions.
Aditionally for instructions on how to set up an email report see the attached doccument.
KA1> How to Install Workstation 1.x - page 2545
MESSAGE: How to install KeyAdvantage Workstation
COMPATIBILITY: For compatibility information, see AB page 2333
DISAMBIGUATION:
- To install KeyAdvantage Workstation 2.x, see AB 3980
SOLUTION:
KeyAdvantage is NOT supported on HOME versions of ANY OS.
ALL functions require administrator access to the computer for the duration of the install.
Software can be downloaded at: http://www.ekeyprofessional.com/downloads/KeyAdvantage_1_9_3_10_Install.exe
Things you will need:
1) An installation CD with the proper version of Key Advantage (should be the same version as the server is running)
2) Your CD Key and login information (customer should have these, but cd keys and getraining/training login info should be on the liaison tab of org info.
3) IP address and/or Computer name of the Server PC
Prep Client PC with required Microsoft applications:
(On the KA CD, open the PreRequisites folder)
1) Install .NET Framework 1.1 (..\PreRequisites\DOTNET1.1\dotnetfx.exe)
2) Install .NET Framework 1.1 SP1(..\PreRequisites\DOTNET1.1 SP1)
Alternately, the software can be downloaded from www.supraekey.com>Software Downloads>KeyAdvantage Downloads. The only version on the website is 2.0.08 customers with older versions will still need their CDs.
NOTE: The "DOTNET1.1 SP1" folder contains a folder specifically for Windows Server 2003 labeled 'WIN2003'. The other folder, 'WIN2K' can be used for Windows 2000, XP, Vista and 7. The files are : WindowsServer2003-KB867460-x86-ENU.EXE and NDP1.1sp1-KB867460-X86.exe, respectively.
NOTE: KeyAdvantage Workstations do not need MSSQL, skip that Prerequisite and continue installing KeyAdvantage Software.
3) If installing in Win 7- run in compatibility mode. Right click on the installer, left-click on properties, then left-click on Compatibility tab and choose XP (SP3)
4) Run Setup.exe from the CD (If XP SP3, Win2k3 SP2, Win Vista, or Win 7 SEE BELOW)
5) Choose Workstation as the install type.
6) Setup will ask for the CD-KEY. It is located on the inside of the CD case. (Should also be located on the liaison tab of Org Info in Clientele)
7) Enter the IP address (if static IP's are used, if dynamic use Computer Name) for the Server when prompted.
8) The rest of the install process is automated.
9) To verify server installation, launch KeyAdvantage from the desktop icon and login with the default user.
NOTE: The username is always 'getraining' and the password is specific to the customer, and should be on the Configuration page for new installs, or in the liaison tab of Org Info for all existing customers.
10) If this PC is going to have a Programming Base attached to it, verify that you are able to communicate to the device. If they have a user created, you can check out a keypad. If not, at least verify that you are able to access the "Diagnose" screens for either a key or keybox to ensure that the base is functional.
NOTE: If using a serial port on the PC, make sure that the COM # specified in the KA program matches the number that the Base is connected to (likely 1 or 2).
If using a Serial/USB Adapter, You will need to install the drivers specific to the adapter, if we supplied the adapter there will be a CD included in the package. We also have the installer on the P drive if we need to send it. Once the drivers are installed, we will need to ensure that the COM # assigned to the adapter will work. For KeyAdvantage, we can use 1-4. You may need to reassign the port #, similar to the process for a DisplayKEY USB Cradle. (If you don't know, ask.) Make sure the port # in Device Manager matches the # in the KeyAdvantage program.
NOTE: If installing in Win 7- run in compatibility mode. Right click on the installer, then left-click on Compatibility tab and choose XP (SP3)
KA2 > How to install MS SQL Server 2014 with Auto-Config Batch File - Page 3983
MESSAGE: How to install MS SQL Server 2014 Express Edition with Auto-Config Batch File
VERSIONS: KA 2.x
KEYPOINTS:
- AB 4042 details how to determine the server's IP
ISSUE: SQL Server needs installing for a KA 2.0.8 Server
CAUSE: Old server died, or just upgrade
PROCEDURE DOC:
P:\Field Support\3Automotive - KeyAdvantage\KA Client_Server\Internal Docs KA 2.0
NOTE: WE CANNOT SUPPORT MULTIPLE INSTANCES OF SQL2014. THEY WILL NEED A PC THAT IS NOT USING SQL2014.
SOLUTION:
There is a folder currently located at P:\Field Support\3Automotive - KeyAdvantage\KA Client_Server\Full Release KA 2.0\KeyAdvantage-2.0.8.124 labeled SQL2014. Using LogMeIn Rescue, transfer this folder to the customer's computer and place it on the root drive (C:\)
NOTE: If you choose to just copy the relevant files instead of the entire folder, make sure to get both the ini and the bat, neither of which are included in the prequisites download.
1. Open the folder, and launch the file KA Prerequisites Install.bat
2. The file will open in a command prompt, and will first check for the presence of .NET 3.5 followed by .NET 4.5. Each will be installed in order if and as needed.
3. The file will next launch a self-extractor. Indicate that you would like it to extract to the predetermined location. The needed files will extract and SQL Server 2014 Express Edition will install and configure itself.
4. Once this is done, the file will configure Windows Firewall by checking for inbound rules for TCP port 1433 and UDP port 1434, and creating them if and as necessary.
5. Press any key to continue.
6. Go to SQL Server Configuration Manager
Expand Protocols for KASQLEXPRESS
Right click on Named Pipes and TCP/IP and enable them if needed
Right click on TCP/IP and go to properties
Scroll to the bottom and make TCP Dynamic Ports empty (NOT '0', delete the value), then set the TCP port to 1433. Click OK.
Double-click SQL Server Services, then right click on SQL Server (KASQLEXPRESS) and choose Restart.
At this point, installation and configuration of MS SQL Server 2014 Express Edition is complete and installation of KeyAdvantage Server 2.0.8 may proceed.
NOTE: IMPORTANT! Once this is done, remove the SQL2014 folder from the user's computer. It should never be left on a user's computer.
KA2> Data Migration KA 1.9.3 to 2.0.8, needs to move data - page 3981
MESSAGE: User is moving from KA 1.9.3 to 2.0.8, needs to move data
VERSIONS: KeyAdvantage 2.x
KEYPOINTS: IMPORTANT! EXPORT BEFORE UNINSTALL!
ISSUE: User needs assistance upgrading DB from 1.9.3 to 2.0.8
CAUSE: Impending upgrade of KeyAdvantage Server/Workstations
PROCEDURE DOC:
SOLUTION:
To export data from 1.9.3 Server:
1. Place the file named DataMigrationTool-2.0.8.124.exe in the KA folder and launch it.
2. Make sure Export tab is selected.
3. Click Browse and set path to location where data file will be created. This should be somewhere that will not be accidentally deleted when 1.9.3 server is uninstalled.
4. Click the Export button. The data will be saved in the path specified with a filename of KAData.MDT
5. Close the application.
To import data into 2.0.8 Server:
1. If it is not still, place the file named DataMigrationTool-2.0.8.124 in the KA folder and launch it as an administrator.
2. Click Browse and navigate to the KAData.MDT file saved in the earlier process.
3. Enter the CD-Key for the customer that was used to install the 1.9.3 server that the data came from.
4. Click Import and the data will be updated and restored to the new 2.0.8 server. If a file was imported during server installation, the tool will recognize this and prompt to overwrite the existing data in favor of what is being imported. Nothing will be spared.
5. Close the application.
NOTE: Once this is done, it may be worth having the user make a backup copy of the exported data file. In the unlikely event of catastrophic data loss where restoration of database to its proper state is not possible, having this file available to import again may be better than having nothing at all.
NOTE 2: If customer is upgrading from an earlier version of KeyAdvantage than 1.9.3, their server and databases will have to be "stepped up" in the usual fashion until they reach 1.9.3, at which point this tool may be employed.
KA2> How to install DMSi 2.0.8 - page 3976
MESSAGE: How to install DMSi 2.0.8
VERSIONS: KeyAdvantage 2.x
KEYPOINTS:
ISSUE: User needs assistance installing DMSi 2.0.8
CAUSE: New installation or reinstallation of DMSi needed
PROCEDURE DOC:
SOLUTION:
Before installing, clear the machine's temporary files. Open a run dialogue, enter %temp% and press Enter. In the folder that opens, press Control+A followed by Shift+Delete. Reboot the computer.
Open the DMSi folder or insert disk, launch setup.exe
1. Click Next
2. Accept the terms of the license agreement, click Next
3. Enter the CD Key, click Next
4. Enter the IP address of the KeyAdvantage Server machine. If installing DMSi on the same machine that KeyAdvantage Server is installed on, enter 127.0.0.1
5. Select installation path and click Next (there should be no need to change the default path)
6. Click Install
7. Select checkbox to launch DMSi and click Finish
8. When DMSi launches, click the button to start the service. If the service will not start, refer to Answerbook 3977
KA2> How to install KeyAdvantage Server 2.x - Page 3982
MESSAGE: How to install KeyAdvantage Server 2.0.8
VERSIONS: KeyAdvantage 2.x
KEYPOINTS:
DISAMBIGUATION:
- AB 4042 details how to determine the server's IP and if they use Dynamic/Static IP addresses
- AB 3981 details how to use the Data Migration tool. IMPORTANT: if they are upgrading, do that FIRST!
ISSUE: User needs assistance installing KeyAdvantage Server 2.0.8
CAUSE: New install, upgrade, etc.
SOLUTION:
First make sure that Microsoft SQL Server 2014 Express Edition is installed and configured. See AB 3984 for directions.
1. Insert the installation CD or open the downloaded folder.
2. Run setup.exe
3. Enter the CD-key and click Next
4. Click Next again
5. Indicate acceptance of the terms of the license agreement and click Next
6. Enter user name and company name, and select users to install for (all users is recommended), then click Next.
7. Set install path (there is no need to change default install path) and click Next.
8. Select Setup Type as KeyAdvantage Server and click next.
9. If prompted to continue without a configured printer, select Yes
10. If prompted to continue without a configured Exchange Server, select Yes
11. Click Next, and files will copy
12. Set SQL Data Source to the instance created during SQL installation, and enter the password (Password123). Then click Next. KeyAdvantage database files will be created now.
13. On the Import screen, Browse to the .supra file to be imported, then click Import. Then click Next. IMPORTANT: If planning to use the Data Migration Tool to import data, installation may be closed at this screen, before importing any data. The installer will prompt for a reboot.
14. On the Configuration screen, select Assign KeyPads to KeyHolders if the customer uses that function. Enter the information for their Exchange Server if applicable. If not applicable, nothing needs to be entered. Just save and close.
15. Verify the date and time and click OK.
16. Reboot
17. Installation is now complete.
NOTE: For information on the Data Migration Tool, see AB 3981
NOTE: If during the import screen you get an error about the file type not being a valid Supra file, the controls on the Programs folder are too high. Currently, changing the access levels has not fixed this, but uninstalling and reinstalling the KA folder into the C: drive (not in the Program folder) works.
KA2> How to install MSSQL Server 2014 for use with KeyAdvantage 2 - page 3984
MESSAGE: How to install Microsoft SQL Server 2014 Express Edition for use with KeyAdvantage 2.0.8
VERSIONS: KA 2.x
KEYPOINTS:
- Prerequisites
- Configuration
- Installation
- Final Configuration
DISAMBIGUATION:
- For details on how to determine the server's IP address, see AB 4042
- To use the Auto-Config batch file while installing MSSQL Server 2014, see AB 3983
ISSUE: User getting ready to install a new server, needs to install this prerequisite
CAUSE: Fresh Install for any reason
NOTE: WE CANNOT SUPPORT MULTIPLE INSTANCES OF SQL2014. THEY WILL NEED A PC THAT IS NOT USING SQL2014.
NOTE: SQL2014 REQUIRES THEM TO HAVE A LOGIN THAT USES A PASSWORD. If their Windows login does not require a password, SQL will be inaccessible, this will manifest during the installation of KeyAdvantage when it asks for the SQL DB Password, it will reject the password stating that it is either incorrect, or that the SQL service is unavailable.
SOLUTION:
Verify system requirements are met for both SQL Server 2014 Express Edition and KeyAdvantage 2.0.8. Supported operating systems are:
Windows 7
Windows 8
Windows 8.1
Windows 10
Windows Server 2008
Windows Server 2008 R2
Windows Server 2012
Windows Server 2012 R2.
Hardware requirements (for KeyAdvantage 2.0.8):
- 1GB RAM minimum / 2GB recommended
- 2GB HD space minimum / 6GB recommended
- Processor speed 1.0 GHz (x86) or 1.4 GHz (x64) minimum / 2.0 GHz recommended
- Recommended at least 10GB free hard disk space total.
- User MUST have local admin rights on PC to install
PREREQUISITES:
1. Make sure the SQL 2014 prerequisites are installed. It requires .NET Framework 3.5 and .NET Framework 4.5.
INSTALLATION:
2. Install SQL Express 2014:
a. Run SQLEXPR_x86_ENU.exe from the SQL 2014 folder
b. From the SQL Server Installation Center, select "New SQL Server stand-alone installation or add features to an existing installation"
c. Accept the license terms and click Next.
d. Installer will attempt to connect to the Internet and contact Windows Update to check for updates. If there is no Internet connection, an error will be given, which may be safely ignored.
e. The installer then installs setup files.
f. On the next screen, Feature Selection, click on "Select All" and click Next. There is no need to change the Instance root directory.
g. On the Instance Configuration screen, select the Named Instance radio button, enter KASQLEXPRESS and click Next. Do not deviate from this naming convention.
h. In the Server Configuration screen, select SQL Server Database Engine, press Next. (The password field will be greyed out)
i. For Database Engine Configuration, Authentication Mode will be Mixed Mode. The user name is "sa" by default, and the password will be Password123 (do not deviate from this password). Click Next.
j. Installation will finish. Click Close.
CONFIGURATION (SQL SERVER):
3. The next step is to configure the SQL Server protocols.
a. Start the SQL Server 2014 Configuration Manager from the start menu.
b. In the left pane, expand "SQL Server Network Configuration (32bit)" and select "Protocols for KASQLEXPRESS".
c. In the right pane, double-click TCP/IP to open properties. In the Protocol tab, set "Enabled" to Yes. Click on the IP Addresses tab. Under the "IPAll" heading, ensure that TCP Dynamic Ports is set to blank. By default it will be set to 0, delete this value. Set TCP Port to 1433. Click Apply, then OK. A warning will appear that the service must be restarted for changes to take effect. This may be dismissed at this time.
d. Again in the right pane, double-click Named Pipes to open properties. Set Enabled to Yes, click Apply then OK. Another warning about restarting the service will appear, dismiss it again.
e. In the left pane, click on SQL Server Services. Right-click on the service "SQL Server (KASQLEXPRESS) and click on either Start or Restart as applicable.
FINAL CONFIGURATION (WINDOWS FIREWALL)
4. The final step is to configure Windows Firewall.
a. Open Windows Firewall and click on Advanced Settings on the left-hand side.
b. Click on Inbound Rule on the left, then New Rule on the right. Select Port, then Next. Select TCP and Specific local ports, enter 1433 (if you entered another port in the SQL Server Configuration Protocols step, enter that here instead), and click Next. Select "Allow the connection" and click Next, then select Domain, Private and Public and click Next again. Enter TCP for the name, then click Finish.
c. Create another Inbound Rule, again selecting Port. This time, select UDP and Specific local ports, and enter 1434. Do not deviate from this number. The rest of the steps are the same as above.
d. At this point, installation and configuration are complete. Continue on to install KeyAdvantage Server 2.0.8. See Answerbook 3982
KA2> User needs to set up a new task in DMSi - page 3978
MESSAGE: User needs to set up a new task in DMSi
VERSIONS: KeyAdvantage 2.x
KEYPOINTS:
ISSUE: User does not know how to add a task
CAUSE: Need for training or refresher
SOLUTION:
NOTE: For CDK imports, make sure the customer is using the latest version of DMSi (see attachment)
FOR CDK CUSTOMERS THEY MUST HAVE DMSI version 2.09 see attachment for info.
First, enter a description for the task adequate to its purpose
Select the DMS type (this will be specific to the company supplying the data, and will not be WebAPI)
Select the appropriate template for the task. The template contains the column headers, and is modifiable by the end user if necessary. If a template needs modification, it is recommended to copy the original template file and modify the copy. New template files will appear in the Template dropdown.
Select the data source. This will be the output file from the DMS software.
Select the department assignment for the data.
Click Add. The task will be added to the service, and will begin importing data. As the information in the data source changes, the changes will be processed by the task.
KA2> User needs to set up a programming base - page 3979
MESSAGE: User needs to set up a programming base
VERSIONS: KeyAdvantage 2.x
KEYPOINTS:
ISSUE: Base not set up or not communicating
CAUSE: COM ports do not match, or not selected properly
PROCEDURE DOC:
SOLUTION: The Programming base must be plugged in to the computer and the drivers installed (if applicable) for the USB adapter. The COM port number assigned to the device must also be known.
Log into KeyAdvantage
Select Administrator > Maintain Programming Base
Select the COM port number that matches what is assigned to the device in the Device Manager. If the number is higher than four, select Other COM and type the correct number into the field provided. See note below.
Click Save, then click Cancel to close the window
NOTE: The COM port assigned to the device MUST be no greater than nine. Any setting higher than nine is unable to interface with a USB device, and therefore will NOT work.
KA > Error: Adobe Reader could not open; unsupported file type or damaged; file was not decoded properly. Importing inventory or firmware files – Page 2770
SOLUTION:
CD with updated inventory is in the computer with the KA software
When logged in as an Admin, within KeyAdvantage application, navigate to File > Import > then select the path for the CD and click Import
The file should begin importing and complete within minutes.
If that does not work, copy the CD contents into a file on the desktop of the server and try running it from there. (It may have to be saved as a ZIP file). If this does still not work, escalate to Tier 2
KA> Importing inventory or firmware files - page 2770
MESSAGE: User not able to check in or check out product
ISSUE: User needs instructions on how to import inventory or firmware files
CAUSE: New product has been sent to the customer and now needs to be added to the KA server
KEYPOINTS:
- Verify user has admin rights to PC and be at the server machine
- verify if user got CD or email with inventory file
- show them how import inventory files using KA program
SOLUTION: **IMPORTANT** User must be login to KA program as CSA or DGA or DA (Option will not exist in lower permissions)
Procedure if they have file saved or CD to import
1. Click file
2. Click Import
3. Click the Browse button
4. This next step will depend on where they saved or have inventory file on PC or have CD
5. Click the Open button
6. Click the Import button
Procedure if they do not have file saved or CD to import
1. Get key or box number to check for order number using KeyAdvatage lookup tool
2. Once you have order number open the P drive
3. select Field support folder
4. select 3Automotive - KeyAdvantage folder
5. select !Inventory Files folder
6. select and locate the dealership name
7. select and find order number and email file to them
8. Once they get file show them how to import
NOTE: ONLY a firmware file needs to be imported on the server machine. An Inventory file can be imported from either the server or any of the workstations.
NOTE: If you get the following error: Access to the path "SupraEncryptVerify" is denied please see AB Page - 2584
WORKAROUND: If they still cannot import inventory or firmware files or getting errors. We need specific error message word for word. If you have logmein123 tool; login to their PC and verify everything is being done correctly or check what error message they are seeing.