Results Summary
Appendix B Troubleshooting the Installation
This appendix covers:
Troubleshoot the Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Uninstall the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Troubleshooting Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
How to Obtain Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
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GeneMapper ® ID Software
Troubleshoot the Installation
Workflow
If the installation appears to be successful, but the GeneMapper ID software fails to start and reports the error “Failed to connect to database,” perform the troubleshooting procedures in this appendix in the order shown below.
1. Check the Oracle
®
database installation ( page 58
).
2. Configure the Oracle database manually ( page 58 ).
Check the Oracle
Database
Installation
Check to see if the Oracle database instance was installed correctly.
To check the Oracle database installation:
1. Select Start > Programs > Accessories > Command Prompt.
2. Type sqlplus, then press Enter. You should see:
SQL*Plus: Release 8.1.7.0.0...
3. Type the user name system, then press Enter.
4. Type the password manager, then press Enter. If:
• A “Connected to:” message is displayed, the Oracle
database was installed correctly. Proceed with “Configure the Database Manually” on page 58
.
• If the Oracle database was not installed correctly, an error message appears. Complete
Table 8, “Troubleshooting
Checklist,” on page 61 , then contact Technical Support.
Configure the
Database
Manually
If the Oracle database was installed correctly, perform the following steps in the Command Prompt window to configure the database manually.
To configure the database:
1. Return to the open Command Prompt window (it should still be open from
step 4 above).
2. At the SQL prompt, type exit to exit the SQL Plus application.
3. At the drive prompt, type cd /d x:\GeneMapper\database, where x is the drive where the GeneMapper ID software is installed, then press Enter.
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Uninstall the Software
4. At the drive prompt, type ifadb x:\oraclegm\oradata\ifa, where x is the drive where the GeneMapper ID software is installed, then press Enter.
• If “Succeeded” messages are displayed, the database is configured correctly. Proceed to
“Start the Software” on page 14
.
• If “Error” messages are displayed, the database is not configured correctly. Proceed to
“Uninstall the Software” on page 59 .
Uninstall the Software
If the software installation is not successful and the
“Troubleshoot the
Installation” procedures on page 58
have not resolved the problem, you may need to uninstall the GeneMapper ID software, then contact
Technical Support.
Workflow
1. Log onto the local domain of your computer as a user with
Administrator privileges (
page 59
).
2. Uninstall the software (
page 59 ).
3. Complete the Troubleshooting Checklist, then contact Technical
Support ( page 61 ).
Log Onto the
Computer
To uninstall the GeneMapper ID software, you must:
• Log onto the local computer (not a network domain)
• Have Administrator privileges on the local computer (that is, have complete and unrestricted access to the local computer)
Uninstall the
Software
This procedure is for a standalone configuration only. This procedure removes the GeneMapper ID Software v3.2 and the Oracle Database
Standard Edition v8.1.7.
To uninstall the software:
1. Save and close all applications (including the GeneMapper ID software) and windows before proceeding with the uninstall.
2. Select Start > Settings > Control Panel.
3. Double-click Add or Remove Programs.
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GeneMapper ® ID Software
4. Select GeneMapper ID v3.2, then click Change/Remove.
5. In the Welcome window, select Remove, then click Next.
6. At the prompt, click OK to confirm the uninstall. The uninstaller removes all GeneMapper ID Software v3.2 and
Oracle Database Standard Edition v8.1.7 files and settings from the computer.
7. When the uninstall is complete, the Maintenance Complete page opens. Select Yes, I want to restart my computer now, then click Finish.
8. Look for the x:\GeneMapper folder and delete it if it still exists
(sometimes the folder get left behind after an uninstall).
9. Complete the “Troubleshooting Checklist” on page 61
.
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User Bulletin
Troubleshooting Checklist
Troubleshooting Checklist
Before you contact Applied Biosystems Technical Support for troubleshooting assistance, complete the Troubleshooting Checklist
( pages 61
to 62 ).
Checklist
Table 8 Troubleshooting Checklist
Check Information for Technical Support
Summarize the problem:
3.
4.
5.
6.
7.
Have you been able to repeat the problem?
If yes, list the steps that you perform:
1.
2.
Applied Biosystems personnel that you have contacted:
❏ Field Applications Specialist
❏ Field Service Engineer
❏ Technical Support
❏ Sales Representative
❏ Order Administration
❏ Other
Computer specifications
• Operating system:
• Version:
• Processor:
• Memory:
• Hard disk space:
• Hard disk configuration:
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GeneMapper ® ID Software
Table 8 Troubleshooting Checklist (continued)
Check Information for Technical Support
Software installed
❏ Data Collection software version:
❏ Status of Data Collection Services:
❏ GeneMapper ID software version:
❏ Other Applied Biosystems software:
Computer login information
• User privileges:
• Local or networked domain:
Software configuration installed
❏ Instrument
❏ Standalone
Instrument and instrument computer information
• Model:
• Data Collection software version:
• Status of Data Collection Services:
• Other Applied Biosystems software:
• Capillary length:
• Capillary lot number:
• Run module:
• Dye set:
Chemistry kit or reagent, with version number:
Be prepared to send to Technical Support:
• Exported panels
• Exported bins
• Exported size standard definition
• Exported analysis method
• Sample (.fsa) files
• GeneMapper_log.txt
• PanelImportLog.txt
• Printed results
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User Bulletin
How to Obtain Support
How to Obtain Support
Be sure to complete the Troubleshooting
Checklist ( page 61
) before contacting
Technical Support.
For the latest services and support information for all locations, go to
http://www.appliedbiosystems.com, then click the link for
Support.
At the Support page, you can:
• Search through frequently asked questions (FAQs)
• Submit a question directly to Technical Support
• Order Applied Biosystems user documents, MSDSs, certificates of analysis, and other related documents
• Download PDF documents
• Obtain information about customer training
• Download software updates and patches
In addition, the Support page provides access to worldwide telephone and fax numbers to contact Applied Biosystems Technical Support and Sales facilities.
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