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eApp Installation and
Troubleshooting Guide
LNL eApp Installation and Troubleshooting Guide
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Agency Support Center
Contact:
• agencysupport@torchmarkcorp.com
• 1-205-325-2684
Normal business hours:
• Mon.-Fri. 7 a.m.-5 p.m. Central time zone
After Hours Support:
• Mon.-Fri. 5 p.m.-9 p.m. Central time zone
• Sat. 8 a.m.-3 p.m. Central time zone
Service requests related to:
• Agency office hardware and software
• Agency personnel laptops
• Network routers and Internet modems
• eApp, Proposal, RLMS, and eDocs systems
• TMK/UA Online and Offline systems
• Web-based reporting systems (Mobius and QlikView)
• Security and support – cell phones, IPads, IPhones, smart phones, tablets, etc.
• Agency openings, closings, and relocations
• Request for upload exceptions to receive credit for an eApp
• Incorrect Agent information
• Network or mainframe assistance
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Table of Contents
Agency Support Center ............................................................................................................................ 2
INSTALLATION ....................................................................................................................................... 4
Tips on Getting Started ............................................................................................................................ 5
eApp Installation Instructions – Thumb Drive .......................................................................................... 5
eApp Installation Instructions - Internet ................................................................................................ 15
Uninstalling the eApp ............................................................................................................................. 29
ERRORS ................................................................................................................................................... 30
Windows 8: Laptop Sales Presentation Won’t Play ................................................................................ 31
Need Technical Assistance Quickly ......................................................................................................... 32
75 Error .................................................................................................................................................. 34
438 Error ................................................................................................................................................ 36
Sync-Update Failed ................................................................................................................................ 38
LNL Proposal Key File Missing ................................................................................................................ 40
LNL Proposal Key File Not Updated ........................................................................................................ 40
Forgot Your Agent Services Password .................................................................................................... 42
This LNL Proposal Program will deactivate in 12 days ............................................................................ 45
Error Signing Applications ...................................................................................................................... 47
Solution for XP, Vista, and 7: ...........................................................................................................47
Solution for Windows 8:..................................................................................................................47
Incorrect Net Framework ....................................................................................................................... 49
.Net Framework version 3.5 Service Pack 1 (SP1) ...........................................................................49
Malwarebytes .................................................................................................................................51
CCleaner ..........................................................................................................................................52
Laptop Crashes ....................................................................................................................................... 53
Issues While Uploading Applications ...................................................................................................... 54
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Installation
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Tips on Getting Started
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You must have Administrative Privileges on your laptop to install the eApp properly.
Vista Users make sure you have at least SP 1 (Service Pack 1) installed on your laptop. You can
update this at http://update.microsoft.com
Make sure all Firewall Applications, such as Norton Internet Security and McAfee Security
Center, are disabled.
o Note to Vista Users: Make sure the User Account Security option is off and all Internet
pop-up blockers are disabled.
o Note to Windows 7 and 8 Users: The User Account Security must be turned off and then
restart your laptop to install the eApp.
Verify the Advanced Security Windows Defender is disabled.
You must download the eApp and Proposal System from the thumb drive provided by your
Agency Owner. This method takes about 20 minutes.
o Note: If you’re absolutely unable to obtain the thumb drive from your Agency Owner
follow the instructions in the eApp Installation Instructions - Internet section to
download them online. This method can take up to 2.5 hours.
The eApp only supports Windows XP, Vista, 7, and 8.
Internet Explorer is the only compatible web browser for the eApp.
o Don’t use Chrome, Firefox, Safari, etc. if it can be avoided.
Mini PCs and Mini tablets have issues with DPI and Display requirements within the eApp and
should not be used.
Never upload E-apps from chain hotels, fast food restaurants, private establishments, libraries,
schools, or non-trusted Wi-Fi connections. These historically have captured applications in
Firewalls and produced lost business.
eApp Installation Instructions – Thumb Drive
Note: This is the preferred method for installation. This only takes about 20 minutes.
1. Before you install the eApp, you should password protect your PC by going to your User Accounts
through the ‘Control Panel’.
A. Go to the ‘Make changes for your user account’ area.
B. Click ‘Create a password’.
2. Insert the Thumb Drive from the Home Office and view files. (You can right click the ‘Start Menu’
and click ‘Open Windows Explorer’)
3. Double-click the ‘Install.bat’ file from the Thumb Drive.
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4. The setup wizard appears. Click ‘Next’.
5. Verify the system folder you want to save the eApp to is correct and select whether or not you
want the eApp to be available to just you or any username on your computer. Click ‘Next’.
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6. Click ‘Next’.
7. The eApp will begin installing the pre-download content.
A. Windows XP, Vista, and 7: A DOS command window box appears showing the files being
copied. Let this box run until it finishes even when other windows pop up over it.
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Important: Please wait for the DOS box to finish the file copy process.
B. Windows 8: The ‘Pre-Download content not found’ message box is hidden behind the
installation window. Installation will pause at 80 percent complete. Click the top of the
installation window and drag it to one side. Click ‘OK’ on the ‘Pre-Download content not
found’ message box to continue.
8. Depending on how recent your thumb drive is you may be prompted to press any key or it may just
say “Pre-Downloaded Content Install Complete.”
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A. If you get this box below, click ‘OK’ and go to Step 7.
B. If you get this box below, press any key to continue. Close the other two windows that popped
up as seen in steps 5 and 6.
9. If this screen popped up close the WebTek CICS screen by clicking on the X.
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10. If this screen popped up close the ‘Enter Logon Screen’.
11. Double-click the ‘Start LNL Proposals’ icon as shown below. (This is for initial install only. You won’t
need to do this after initial installation.)
12. The CICS screen appears. Verify the host entry is www.libnat.com and the port is 3018. Type your
five-digit LN user ID and your password. Your password is the same as your Agent Services
password, but with an eight character limit. If your Agent Services password is longer than eight
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characters type in the first eight. Click ‘Signon’. (This is for the proposal. Be sure you are connected
to the Internet now.)
13. Click ‘OK’.
14. Click ‘Quit’ on the Proposals-LNL screen.
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15. Double-click the ‘eApp’ icon as shown below.
16. The logon screen appears. Type in your Agent Number as the ‘User ID’ and your password. Click
‘Sign On’.
17. The synchronization process starts automatically after you log on. Click ‘Continue’ when the update
is complete.
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18. You are taken to the Landing Screen in the eApp. You can click ‘Individual eApp’; ‘Start
Presentation’ to begin a sale or you can exit the program.
19. To verify the Proposal activated properly, close the eApp.
20. Double-click on the ‘Start LNL Proposals’ icon.
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21. Enter your login Credentials on the CICS screen and click ‘Signon’. (Be sure you are connected to
the Internet.)
22. Click ‘OK’.
23. Click ‘Quit’ on the Proposals-LNL screen.
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eApp Installation Instructions - Internet
Note: If you’re absolutely unable to obtain the thumb drive, follow these instructions. Remember, this
process can take up to 2.5 hours or longer if someone else is trying to download at the same
time. When downloading online, you have to download the Proposal System and the eApp
separately.
1. Before you install the eApp, you should password protect your PC by going to your User Accounts
through the ‘Control Panel’.
A. Go to the ‘Make changes for your user account’ area.
B. Click ‘Create a password’.
2. Ensure that User Account Control (UAC) is turned off.
3. Disable Pop-up blokers.
a. Go to ‘Tools’.
b. Click ‘Pop-up Bloker’.
c. Click ‘Turn Off Pop-up Bloker’.
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4. Sign on to Agent Services.
5. Under eApp Software, click the ‘Download Instructions’ link.
6. Click the ‘LNL Proposal System’ link.
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7. Click ‘Run’.
8. Click ‘Run’ on the Security Warning.
9. Click the ‘Next’ button 4 times.
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a)
b)
c)
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d)
10. The system is installing the LNL Proposal. This may take a minute.
11. Click ‘Close’ once the installation is complete.
12. Double-click the ‘Start LNL Proposals’ icon as shown below.
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13. Enter your login Credentials on the CICS screen and click ‘Signon’. (Be sure you are connected to the
Internet.)
14. Click ‘OK’.
15. Click ‘Quit’ on the Proposals-LNL screen.
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16. Now go back to the website and click the ‘eAppInstall.msi’ link.
17. Click ‘Run’.
18. Click ‘Run’.
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19. The setup wizard appears. Click ‘Next’.
20. Verify the system folder you want to save the eApp to is correct and select whether or not you want
the eApp to be available to just you or any username on your computer. Click ‘Next’.
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21. Click ‘Next’.
22. The eApp starts install. A warning box appears saying that the download could take several hours.
Click ‘OK’.
23. The eApp will begin installing the pre-download content.
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A. Windows XP, Vista, and 7: A DOS command window box appears showing the files
being copied. Let this box run until it finishes even when other windows pop up over it.
Important: Please wait for the DOS box to finish the file copy process.
B. Windows 8: The ‘Pre-Download content not found’ message box is hidden behind the
installation window. Installation will pause at 80 percent complete. Click the top of the
installation window and drag it to one side. Click ‘OK’ on the ‘Pre-Download content not
found’ message box to continue.
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24. Click ‘Next’ when the install is complete.
25. Type in your Agent Number (and e-mail address for first time users). Then click ‘Synchronize’ on the
Application Updater Screen.
26. Enter your password and click ‘Signon’. (This is now for the eApp, which is separate from the
proposal.)
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27. AppUpdater will start downloading remaining files for the new eApp. When it is finished, click
‘Continue’.
28. The log on screen appears. Log on with your username and password.
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29. You’ll be taken to the Landing Screen in the eApp. You can click ‘Individual eApp’; ‘Start
Presentation’ to begin a sale or you can exit the program.
30. To verify that the Proposal activated properly, close the eApp. Double-click the ‘Start LNL Proposals’
icon.
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31. Enter your login Credentials on the CICS screen and click ‘Signon’. (Be sure you are connected to the
Internet.)
32. Click ‘OK’.
33. Click ‘Quit’ on the Proposals-LNL Screen.
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Uninstalling the eApp
Follow these instructions if you need to permanently uninstall the eApp.
1. Click ‘Start’.
2. Click ‘Control Panel’.
3. XP: Click ‘Add/Remove Programs’.
Vista: Click ‘Uninstall a Program’ under the Programs heading.
4. Select ‘LNL eApp 2010’ and ‘LNL Proposal 28’.
5. XP: Click ‘Remove’.
Vista: Click ‘Uninstall’.
6. Click ‘Yes’ when asked to remove eApps from your computer.
7. Once the eApp software is removed, it won’t appear in the currently installed programs and the icon
won’t appear on your desktop.
8. Delete the following LNL and LNL Proposal 28 Directories to permanently remove eApp data. This is
separate from removing the software.
C:\Program Files\LNL\
C:\Program Files \LNL Proposal 28\
Or
C:\Program Files (x86)\LNL\
C:\Program Files (x86)\LNL Proposal 28\
a.
b.
c.
d.
e.
Go to ‘My Computer’.
Click ‘Local Disk (C:)’.
Click on the ‘Program Files’ folder.
Highlight the ‘LNL’ and ‘LNL Proposal 28’ files
Right-click and select ‘Delete’.
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Errors
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Windows 8: Laptop Sales Presentation Won’t Play
Cause: The eApp hasn’t been updated.
Solution: Synchronize and Update.
1. Click ‘Agent Tools’.
2. Click ‘Synchronize and Update’.
3. Click ‘Continue’ when the download is complete.
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Need Technical Assistance Quickly
LogMeIn allows the next available technician to remote into your laptop and troubleshoot your issue.
You can use this for hardware/software issues, QlikView, TMKOnline, and e-mail issues.
Availability
• Mon.-Fri 7 a.m.-5 Central time zone
Required
• Internet access
• Microsoft Windows Operating system
1. Log into Agent Services.
2. Click the ‘National Branch Office Support Center Rescue’ icon near the center of the page.
3. Click ‘Run’ twice if you receive messages that the publisher couldn’t be verified.
A.
B.
4. Click ‘Next’ twice.
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A.
B.
5. Click ‘Finish’.
6. Double-click the LogMeIn icon on your desktop.
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7. Type in your name, Agent number, and as much information about your issue as possible.
8. Click ‘Connect’. The first available technician will connect to your PC and troubleshoot the issue.
75 Error
Cause: The User Account Control (UAC) feature is enabled in Vista and Windows 7.
Solution: Disable the User Account Control (UAC).
1. Click ‘Start’.
2. Click ‘Control Panel’.
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3. Click ‘User Accounts’.
4. Click ‘User Accounts’ a second time.
5. Click ‘Turn User Account Control on or off’.
6. Uncheck the box beside ‘Use User Account Control (UAC) to help protect your computer’.
7. Click ‘OK’.
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8. Click ‘Restart Now’. After your computer reboots itself, install the eApp software again using the
steps in either the eApp Installation Instructions – Thumb Drive section or the eApp Installation
Instructions – Internet section.
438 Error
Cause: Invalid version of WebtekPipeline.ocx
Solution: Download and register the latest WebtekPipeline.ocx
1. Click WebtekPipeline.ocx.
2. Click ‘Save’.
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3. Save “WebtekPipeline.ocx” to C:\Windows\System32” directory on your machine.
Vista and XP Users
• Vista
o Press on the Windows flag and “R” on the keyboard simultaneously.
• XP
o Select ‘Run’. See example below.
4. Enter “RegSvr32 C:\Windows\System32\WebtekPipeline.ocx” or where the program is saved on
your computer.
5. Click ‘OK’.
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6. You should receive this message if registered successfully.
SyncSync-Update Failed
Cause: Intrusion Protection Software (AVG – Version 2011.1205, McAfee, Norton-360-Avast-Kaperskietc.) caused the update to fail.
Solution: Disable the Intrusion Protection Software.
1. Go to your ‘Control Panel’.
2. Double-click on your security provider.
3. Click on ‘Internet Options’.
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4. Lower the security levels to the lowest setting.
5. Click ‘Apply’ the click ‘OK’.
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LNL Proposal Key File Missing
Cause: The Proposal Key File is outdated.
Solution: Log into the standalone Proposal system.
1. Click ‘OK’.
2. Double-click Proposal desktop icon.
3. Log into the Proposal system using your Agent Services User ID and password. Remember to only
use the first eight characters of your Agent Services password during Proposal sign on.
LNL Proposal Key File Not Updated
A. Runtime error ‘339’
B. When running the proposal program after signing on, you receive this error.
Cause: Some files may not have been registered properly at download.
Solution: Download and run 339fix.bat (If you’re unsure how to save and run a .bat file please follow the
directions below)
If you run into problems opening the proposal, first make sure that your firewalls are off, and Vista users
should also verify that their User Account Control option is disabled. (For instructions on how to
deactivate the User Account Control option go to 75 Error)
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1. Click on ‘339fix.bat’ link.
2. Click ‘Save’.
3. Save the 339fix to the desktop.
4. Click on ‘Open Folder’.
5. Open the Desktop directory.
6. Run the 339fix.bat file
a. XP: double-click to run. See example below.
b. Vista: Right click and select ‘Run as Administrator’.
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7. You’ll receive several message box prompts stating that certain files registered successfully. Click
‘OK’ for all of these. Once the .bat file is finished, the fix is complete. Run the proposal again to test
the fix.
Forgot Your Agent Services Password
1. Go to Agent Services.
2. Click ‘Forgot Password’.
3. Type in the required information for ‘Userid’, ‘SSN’, and ‘Lastname’. ‘Userid’ is ‘LN’ plus your fivedigit Agent number.
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4. Click ‘Submit Info’.
5. An ‘Assigned Number’ will appear in the dialogue box and you will be instructed to enter a
temporary password. Temporary passwords follow this format:
a. (Last four digits of your SSN) (Assigned two-digit number )($)(First two letters of your
last name)
6. Click ‘Exit’.
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7. Click ‘Sign In’.
8. Type in your User ID and temporary password.
9. Click ‘Change’.
10. Type in your five-digit LN User ID, temporary password, and a new eight-digit password you have
never used before. Enter the new password in the ‘Confirm’ field as well.
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11. Click ‘Sign On’.
This LNL Proposal Program will deactivate in 12 days
1. Right click on ‘Start’.
2. Click ‘Explore’.
3. Click ‘Local Disk [C:]’.
4. Click ‘Program Files’ folder.
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5. Double-click ‘LNL Proposal’ folder.
6. Right click ‘Propkey’.
7. Click ‘Delete’.
8. Click ‘Yes’.
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9. Go to the Desktop and double-click on the ‘Proposal Icon’.
10. You might have to run the 339 fix.
Error Signing Applications
This error usually occurs when trying to create application images.
Cause: Most likely Kodak.ocx files were not installed properly
Solution for XP, Vista, and 7:
7:
Step 1: Download Image Viewer Files (save zip "regKodakImages.zip" file to your computer)
Step 2: Right click zip file
Step 3: Select "Extract All" to extract all files to folder "C:\Windows\System32" -- see directions below
1. Click ‘Next’.
2. Click ‘Browse’.
3. Expand ‘MyComputer’.
4. Expand ‘LocalDisk(C)’.
5. Expand ‘Windows’.
6. Select ‘System32 Folder’.
*** If it asks you to replace files answer ‘Yes to All’.
Step 4: Make sure “Show Extracted Files" is checked and Select ‘Finish’.
Step 5: Locate "regKodakImages.bat" and execute program by double clicking
Solution for Windows 8:
1. Save the application and close out of the eApp.
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2. Hold down the ‘Windows’ key and the ‘R’ key.
+
3. Type ‘cmd.exe’ into the search field in the top corner.
4. Right-click ‘cmd\windows\system 32’ and click ‘Run as administrator’.
5. Click ‘Yes’.
6. Copy/paste the command below into the cmd.exe window.
a. powershell Set-ItemProperty -Path
“HKLM:\Software\Microsoft\Windows\CurrentVersion\Policies\System” -Name
"EnableLUA" -Value “0”
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7. Press the ‘Enter’ key on your keyboard.
8. Verify you received the restart message.
9. Restart your laptop.
10. Open the eApp and sign the application.
Incorrect Net Framework
Always load the Redistributable Package. **This requires Internet access.**
.Net Framework version 3.5 Service Pack 1 (SP1)
If you receive a message after trying to install the eApp software stating, “This setup requires the .Net
Framework version 3.5 SP1. Please install the .Net Framework and run the setup again. The .Net
Framework is available from the web. Would you like to do this now?” Follow these instructions.
1. Go to http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-831981da479ab0d7&displaylang=en if you aren’t directed to this site by the error message.
2.
Click ‘Download’.
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3. Click ‘Run’.
4. Click ‘Run’.
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5. In the End-User License Agreement, click the box until a check mark appears next to ‘I accept the
terms of the License Agreement’.
6. Click ‘Install’. This process may take between 10 and 20 minutes.
7. Once the installation is complete, click ‘Exit’.
Malwarebytes
.Net Framework errors are sometimes caused by a virus (usually System.dll). The eApp displays an error
message saying that the 2.0 version of System.dll isn’t the same file as expected. This occurs because the
file is corrupted and .Net knows, but doesn’t know what caused the corruption.
1. Go to http://www.malwarebytes.org
2. Click on the ‘Download free version’ link.
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3. Click the ‘Download Now’ button.
4. Follow the prompts.
CCleaner
This is a good last resort attempt to get the eApp installed when you have tried all that you can and it
still won’t load. If this doesn’t work, you need to send an e-mail to agencysupport@torchmarkcorp.com
where either a technician or one of the programmers can resolve this issue. Make sure you provide
details about the issue and contact information.
CCleaner is a system optimization and privacy tool owned by Piriform®. It removes unused files from
your system, allowing Windows to run faster and freeing up valuable hard disk space. It also cleans
traces of your online activities such as your Internet history. This software isn’t free. You have to pay to
download.
1. Go to http://www.piriform.com/ccleaner
2. Click ‘Download’.
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3. Click ‘At Home’ or ‘At Work’.
4. Click ‘Buy Online and DOWNLOAD’.
5. Follow the prompts.
Laptop Crashes
If your laptop crashes while you are with a customer, follow these steps.
1. Close your laptop.
2. Use paper applications and brochures with the customer and apologize for the inconvenience.
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3. Contact agencysupport@torchmarkcorp.com after you leave the customer’s home and notify your
manager.
Issues While Uploading Applications
If you experience problems that will delay your upload after the cutoff time, send an e-mail to
agencysupport@torchmarkcorp.com explaining the situation prior to Monday at 3:30 p.m. Central time
zone.
Record the generated work order number on the auto-reply e-mail. This information is needed when
requesting an exception.
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