2011 Practice Management Annual Conference
Top 5 Time Matters Tech Support Issues
Bill Ayres, Circle Management Group, LLC
Laura McCord, Circle Management Group, LLC
Andrew Sloan, LexisNexis
September 23, 2011
Agenda
Introduction / Context
Overview / Assumptions
1. SQL Connectivity
2. Exchange Sync
3. Workstation Performance Improvement
4. Time Matters Notification from PCLaw
5. Integration with Microsoft Office
Questions & Answers
Bonus: For CICs (Beyond the Top 5)
Wrap-up / Conclusion
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Introduction
Andrew Sloan, Senior Customer Systems Engineer
andrew.sloan@lexisnexis.com
Phone: 1-866-654-2381 ext. 2255
Bill Ayres, Partner
bill.ayres@cmgconsultants.com
Phone: 336-841-2187 x306
Laura McCord, Partner
laura.mccord@cmgconsultants.com
Phone: 336-841-2187 x301
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Overview
Sources for Top CIC Issues:
1)
2)
Webstar
CIC Survey
Results:
1)
2)
3)
4)
5)
SQL Connectivity
Exchange Sync (Top 4 Issues)
Workstation Performance
Time Matters Notification from PCLaw
Integration with Microsoft Office
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Assumptions:
• Knowledge of Server Applications(Server 2003 and Server
2008) and network functions
• Knowledge of SQL Server and Associated Applications (such as
SQL Configuration Manager and SQL Management Studio)
• Familiarity of working with the Windows Registry and backup
procedures prior to any registry edits
• Calling into Technical Support or reaching out to other CICs or
IT Professionals for help!
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Issue 1: SQL Connectivity
How do I resolve the error during
installation or 3rd Party Applications
where TM is “unable to connect to SQL
server” error 37 (v10) or 37000 (v11) ?
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SQL Connectivity
• Turn off firewall on server machine that is hosting the TM SQL
− Add exclusions to the firewall for TCP Port 1433 and UDP port 1434
− Add exclusions in your antivirus software for SQL Server
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SQL Connectivity
• Check SQL Configuration Manager and make sure that TCP/IP is
enabled for the instance of SQL that is hosting the Time
Matters Database
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SQL Connectivity
− Check SQL Server
Configuration Manager for
the specific instance of SQL: If
using TCP/IP Dynamic Ports,
add a TCP port exclusion
(however, because it is
dynamic, this port may
change)
** If you do not add the
dynamic port to the firewall
exclusions, it may cause
connectivity issues from a 3rd
party add-in, such as Office
and Adobe.
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SQL Connectivity
• Make sure the SQL Browser is running. If not, start the browser
service and set to automatic
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SQL Connectivity
• Additional Thoughts regarding SQL Connectivity
− If using SQL Express 2005, allow the Time Matters Installation
process to install SQL Express. It should work without these issues
through this installation
− If using SQL Standard (or “full SQL”), verify that authentication is
both Windows AND SQL, or Mixed Mode
− Verify the DNS
• Ping the server using the host name (server name) from a client
computer (workstation)
• Try entering the IP address (rather than the server name) in the file
locations in the config file to see if it connects this way
• Flush the DNS and Register it; then go back and re-ping
− ipconfig /flushdns
− ipconfig /registerdns
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SQL Connectivity
• Additional Troubleshooting Tip from Microsoft for SQL
Connectivity Issues
http://blogs.msdn.com/b/sql_protocols/archive/2008/04/30/ste
ps-to-troubleshoot-connectivity-issues.aspx
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Issue 2: Time Matters Exchange Sync
A) Service Startup Issues on Reboot
B) User Password is Blank
C) Failure of Exchange Sync Service
& Orphan Contacts Document
D) User Form Error Codes
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Issue 2A: Service Startup Issues on
Reboot
Q: Why doesn’t the service start when
the server is rebooted?
A: The service starts before SQL has
fully loaded.
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Exchange Sync- Service Startup Issues on Reboot
SBS/ Server 2008 or 2011: Set the TM Exchange sync
service to Delayed Start
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Exchange Sync- Service Startup Issues on Reboot
SBS/ Server 2003: Create a SQL Dependency for the TM
Exchange Sync Service in the registry.
1. Determine the name of your SQL Server service, the default is MSSQLServer but if you have
server instances, the service name is MSSQL$[instance_name] for example,
MSSQL$SQLEXPRESS
2. Launch the windows registry editor
3. Locate the Exchange Sync service entry as follows:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LNFOExchangeSync
4. Add a new registry key for the LNFOExchangeSync service:
• Select Edit menu (or right-click service name), select New, Multi-String Value, name the
new key "DependOnService"
5. Double-click the newly created registry key then enter the name of your SQL Server service
(from step 1) in the entry and save
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Issue 2B: User Password is Blank
Q: Why is the user password blank in
the Exchange Sync Application?
A: The user’s domain password no
longer matches the password in the
Exchange Sync Application and the
user did not properly change it when
requested by Time Matters.
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Exchange Sync- User Password is Blank
• Time Matters prompts the user for the Exchange Password (the
password stored in the TM Exchange Sync is invalid), and there
is only one opportunity to enter it from within Time Matters
• The user types in the wrong password when prompted, which will clear
it out
• The user cancels in the window when prompted by Time Matters to
enter their new password
• The user is not properly authenticated to both the SQL Server and the
Exchange Server at the time the password is prompted
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Exchange Sync- User Password is Blank
• Resolutions:
− Within TM, Click the option for Exchange Password Change
− Password must be manually reset in the Time Matters Exchange
Sync Application
− If it is a recurring issue for Laptop users, verify and validate that the
user is properly authenticated to the network when logging into
Time Matters after being off of the network
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Issue 2C: Failure of Exchange Sync
Service
Q: Why does the service stop
responding or fail even though it still
running?
A: An environmental variable is timing
out the service or shutting down the
port between SQL and Exchange.
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Exchange Sync- Failure of Exchange Sync Service
Each environment will be different, but here are some
steps to evaluate the issue:
• Be sure all users are properly authenticated in the Exchange
Sync Application
• Test each user and verify that they connect successfully
• Remove any user syncs for those that are no longer with the firm
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Exchange Sync- Failure of Exchange Sync Service
• Review the ExSync.txt log (C:\Program
Files\LexisNexis\Exchange Synchronization\Logs) for errors and
issues with synchronization and resolve the issues.
• EXAMPLE 1:
− This error had to do with 12am being the “End Time” on the
event.(The sync does NOT like this time as a start or end time)
• EXAMPLE 2:
− This error had to do with “special characters” being in the description
of the event, which will not allow the event to sync.
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Exchange Sync- Service Stops Responding
Review the Event Viewer Application Log for Errors and
Warnings and resolve.
• For this error, do a search on the description field in the Time Matters event list for “DNT
Seminar” and then update the record to remove the offending character. The record will now
synchronize to exchange.
• Events created with text cut and paste from a webpage will throw this error. For example, this
little box here: □
• Version 11 Exchange Sync does a much better job handling special characters, so errors like
these will be seen more in version 9 and 10
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Exchange Sync- Service Stops Responding
If you are receiving many “(500) Internal Server” errors, check
the event viewer on the exchange server for an error with event
ID 9667
• This error is caused by exchange. Having assigned a maximum of named
properties, exchange cannot create records pushed from the exchange sync.
To fix, please reference the following technet articles:
http://technet.microsoft.com/en-us/library/bb851495.aspx
http://technet.microsoft.com/en-us/library/bb851493.aspx
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Exchange Sync- Service Stops Responding
• Resolve orphaned contacts
• These occur when one-way synchronization is deployed, primarily from Time
Matters to Exchange
− The user does not have the ability to delete or change contacts within Time Matters from
Exchange, or recurring events are translated incorrectly
− The user deletes the contact in Outlook or on their phone
− The record in Time Matters no longer has it’s twin, therefore it is orphaned
• Orphan Contacts & Events Resolutions Document
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Exchange Sync- Failure of Exchange Sync Service
Failed to Perform Sync.System.Net.WebException: The remote
server returned an error: (440) Login Timeout.
• This has a tendency to show after long strings of orphan contacts that will not
synchronize with Exchange
• Also can occur after a long string of ignored recurring events trying to update Time
Matters from Outlook (not supported)
• Resolved in past tech support calls by deleting recurring events in Outlook, and
having the client enter them from Time Matters
• If nothing is synchronized then IIS needs to be checked to see is if WEBDAV has been
enabled for the “Exchange” virtual directory
http://community.spiceworks.com/how_to/show/309
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Exchange Sync- Failure of Exchange Sync Service
• Nightly System Backups: possibly shutting down the SQL
Service
− Check the Event Viewer Security Error Log for authentication errors
• Create a script that ties into the Task Scheduler to restart the
Exchange Sync Service daily
− If you think this is an issue, seek the assistance of Technical Support
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Issue 2D: Error Codes when Setting up
the “User Sync” Form
What do these error message mean
and how do I resolve them?
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Exchange Sync- User Sync Form Errors
• (401) Unauthorized
− An error occurred connection to:
http://tl2003srv.TEST.local/exchange/tlcesnc01
− Error: The remote server returned an error: (401) Unauthorized
− Password or Domain login is incorrect; Validate and attempt again
• (500) Internal Server Error
− An error occurred connection to:
http://tl2003srv.tech.datatxt.local/exchange/tlcesnc01
− Error: The remote server returned an error: (500) Internal Server Error
− Check to see that Exchange has all of its required services running
− Set the ‘Domain’ field to match the domain of the internal network, not
that of the external email address
•
Example: Use ‘Domain.local’, not ‘Domain.com’
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Exchange Sync- User Sync Form Errors
• (503) Server Unavailable
− Typically, the mailbox URL field will look something like this
http://server/exchange/testuser
− If the email address is different than the active directory user name, try
entering the email address at the end of the mailbox url path instead of
the username
• So if the user’s email address is ‘tu@email.com’ try this mailbox url instead
http://tl2003srv/exchange/tu@email.com
• (440) Login Timeout
− This one more often occurs with Exchange 2007; check to see if webdav is
enabled and configured with the exchange virtual directory in IIS
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Issue 3: Workstation
Performance Improvement
How can I improve performance of
Time Matters beyond running database
maintenance and re-indexing?
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Workstation Performance Improvement
Each environment will be different, but here are some
ideas that you can try:
• Change sublist setting in Time Matters under Program Level settings
to a higher number (5000 or 10000)
• Change Windows visual settings under system properties, advanced,
performance; choose adjust for best performance
• Change Time Matters calendar to Classic View
• Check Time Matters SQL database for corrupt records (-1 create
dates, nulls, blank sysid’s)
− Contact CMG Consultants or Time Matters Technical Support (CIC
Line)
• Check specifications and memory of video card on computer
• Uninstall any unnecessary software
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Issue 4: Time Matters
Notification from PCLaw
Why isn’t PCLaw updating Time
Matters automatically?
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Time Matters Notification from PCLaw
In PCLaw, under Options > Connnection Settings, there is an
option call “Disable Time Matters Notifications.” If this is
unchecked, updates to linked Contacts and Matters should
update to Time Matters. The first update to a matter in PCLaw
should cause the Time Matters login screen to splash up on to
screen before the update goes to Time Matters.
• PCLaw requires a pointer to find the Time Matters program
directory; if this pointer is missing then PCLaw will not update
Time Matters
• There are 2 different locations that contain the pointer to the
Time Matters Program Directory
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Time Matters Notification from PCLaw
Location 1: fix these points below
• First check the registry – I know this is weird
because it’s focused in a Time Matters 9 registry
hive
• Validate that ProgDir_E is pointing to the current
Time matters program directory
• Validate that the VerInfo_E key exists with a Version subkey, it does not
matter what version is listed
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Time Matters Notification from PCLaw
Location 2:
• If the registry entries exist and the notifications still do not
occur, check the contents of the tmw.ini under C:\Windows. If
this file does not exist, add one
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Issue 5: Integration with
Microsoft Office
How can I resolve issues with macro
integration on the workstation?
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Integration with Microsoft Office
These issues are due to either registry entries and file
location pointers that are incorrect on the workstation,
or lack of rights for the user logged into the
workstation.
• TM plugins fail to appear in Office Application
− First rule is to open Workstation Level Setup remove integration
close. Re-open Workstation Level and add the integration back
• If you get a message about needing Administrator to enable, then close
TM, Right-click and Run application as Administrator
• If that does not work, then continue to next step
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Integration with Microsoft Office
− Open the registry editor and check the Time Matters and Time
Matters 11 hives at:
• HKEY_CURRENT_USER\Software\LexisNexis\
− Compare this hive against one from working machine, you may find
that some entries are missing.
• For Version 10, check for the following keys:
− Document
− Documents
− ProgDir_E
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Integration with Microsoft Office
• For Version 11, check for the following keys:
− ProgDir_E
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Integration with Microsoft Office
• "Cannot load Time Matters Integration" when attempting to
TMsave a record from Microsoft Word.
− Check for the existence of well-formed registry hive under:
HKEY_CURRENT_USER\Software\LexisNexis\Time Matters
11\Settings
− If this doesn't exist or if you are not sure what it should look like,
compare with a registry from another PC, not having the
issue. Export those registry settings and install it onto the problem
CPU
− Also, do a search on the windows machine for the TMSHIM.dll;
compare each instance of the dll with that of the TMSHIM.dll that
exists in the current Time Matters program directory. If there is
one that has a version number earlier that that from the directory,
replace it with the one from the program directory (CIC Dispatch 7/22/11)
− In version prior to 11, verify that a valid tm*.ini file exists
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Integration with Microsoft Office
• TM Connect in Outlook keeps disappearing
− Check the tmconfig.ini file and the adminctl.ini file on the local
workstation and verify that the correct path is entered for the
server and the SQL Database in the C:\programdata folder
− For failed Outlook integration always check the disabled items list
• Outlook 2003, check Help->About Microsoft Outlook->Disabled Items
• Outlook 2007, check Tools->Trust Center->Add-ins->Manage: Disabled
Items->Go
• Outlook 2010, check File->Options ->Add-ins->Manage: Disabled Items>Go
− Repair the Outlook Installation on the local workstation and then
re-enable the integration through Time Matters at the Workstation
Level
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Integration with Microsoft Office
• MS Word is installed but the boxes are all grayed out?
− First check and see if the version of Office installed was the 32-bit or 64-bit version, a 64-bit
version will not register in Word Processor Setup.
− Time Matters does not see registry entries that should have been installed by Office, for
Word 2007, TM would need to see the following registry entry:
•
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\12.0\Word\InstallRoot]"Path"="C:\\Program
Files\\Microsoft Office\\Office12\\"
− For Word 2010:
•
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\14.0\Word\InstallRoot]"Path"="C:\\Program
Files\\Microsoft Office\\Office14\\"
− The same logic may be applied when troubleshooting
the links with other MS Office applications
• Process Monitor (Procmon) can be very useful
when troubleshooting why a link is failing
− Use Procmon to compare logs between a CPU that
works and one that fails
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Questions & Answers
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Bonus Tips for CICs
Love, Andy! (LOL!) Smooches for Andy
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Bonus Tips for CICs
Just Because
• Windows 7, Vista, and UAC (User Account Control) with Time
Matters 10 and 11
• Mobility
• Resetting the Data Indexer
• Helpful Links on the Web
Access the Document Here
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The End!
Thank you for attending!
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