On startup, the eNICQ application fails to launch and presents an error message with the keywords "ActiveUserSet" in the description.
NOTE: This issue almost always requires the involvement of your IT staff. Please bring your IT staff into the troubleshooting process with our technical support team at the earliest possible stage.
ActiveUserSet is an unfortunately vague message, but experience has shown us that it usually indicates a failure in one of two possible areas: 1) connectivity to our WCF web services, 2) automated processing problems with the data set. To prep for the call, please have a copy of the eNICQ 5 installer available to run on the desktop of the affected client machine and please research in advance the location of the database, its server and DBA if applicable. Some installations have a local database, others on a server. If the database is on a server, we may need the DBA or equivalent person involved. If the database is on a local drive, we may need SQL Management Studio installed on that machine.
1) Testing WCF Connectivity
Since the first possibility (blocked connectivity to our WCF web service) is somewhat more common and often easier to troubleshoot, it's best to start investigating there.
First, download the latest copy of the eNICQ 5 installer. The installer is available at the following location: https://enicq.vtoxford.org
You will need your EDS Password to download and run the installer. If you cannot retrieve the password from eNICQ, please call us for assistance at 802-865-4814 x240. The password cannot be released by email.
Run the installer and use the "test" button on the login screen to attempt to connect with our WCF web service. This test is not as conclusive as actual production use of the application, but if the test fails, it likely points to the WCF connectivity as the source of the problem. The most immediate action to take on WCF connectivity will be to ask your security team to whitelist the following URL's:
2) Prepare for a corrupt record search
If the test passes, continue with login to the installer and complete the remaining steps below.
Next, within the installer itself, please click on the "Advanced Installation" tab in the lower left. At this location, you should be able to see the name of the server that the application connects to. If this is the client machine itself, you have a local database installation and will need to be prepared to work in SQL Management Studio. A link to download SQL Management Studio is available to the right. Please have this installed in advance of calling our support team for the next steps.
If the server listed is not the local machine but a server on your network, please identify the DBA (or equivalent) in charge of that database server and have them available with SQL Management Studio for the troubleshooting call. Preparing a backup of the current state of the database in advance of the call is recommended.
Troubleshooting a data issue is more complex and can involve exploring table contents, running scripts or other debugging techniques.