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Troubleshooting
Problem
Possible Cause
Corrective Action
I try to generate reports in Word
format to a folder. When I
generate reports from SurfStats
nothing gets generated. Trying to
generate reports with the
Scheduler I get this message In
the Scheduler’s log: “Error: The
document name or path is not
valid….”
File surfstats.dot, a Word template
file, is missing from the SurfStats
installation folder.
With Windows Explorer check if the file
surfstats.dot is present in the SurfStats
installation folder (where you installed
SurfStats). If not download and unzip
unzip the contents to your SurfStats
installation folder.
I try to generate reports to a folder
using the Dutch language but get
a problem that all the reports are
not present and the menu on the
left does not seem to function
correctly.
The presence of double-quotes in the
Dutch translation.
Download and install V7.2.1.0 or later OR
use the SurfStats Language Editor to
change the double quotes to single quotes
in the Translated String column.
I had an older version of SurfStats
installed. I am trying to install a
V7.2.x.x but I can’t seem to get rid
of the old version.
The old SurfStats Log Analyzer setup
application is not properly removing
the old SurfStats Scheduler Service.
Download, unzip, read and follow the
instructions in the readme.txt file in
Please reboot after you have deleted the
service with the application included in the
zip file.
I try to edit a schedule but gets a
message that the site is locked.
Either the SurfStats application or the
Scheduler locked the site profile
record to update it or generate
reports for the profile.
If both the Scheduler and SurfStats main
application are open then close the
Scheduler. Try to unlock the profile, by right
clicking on the site profile and selecting
“Unlock…” from the main SurfStats
application. Then try to edit the schedule
again from the Scheduler.
I run a version of Windows prior to
Windows 2000 and get a problem
that the file activeds.dll cannot be
found when running SurfStats.
The required Active Directory (AD)
Client (which uses the file
activeds.dll) is installed automatically
on Windows 2000 computers and
later. Previous versions of Windows
do not have the AD Client installed.
The IIS Import Wizard uses the AD
client.
Go to:
s/other/ADSI25/default.aspe then select
your Operating System, download and
install. If you are using Win Me then
download the Win 98 client. If there is no
client for the language of Windows you’re
running go to Microsoft’s site for the country
and perform a search for ADSI.
When I generate reports
interactively from SurfStats it
works. When I set up a scheduled
task for the same profile and it
runs no data seems to be present
in the reports or no reports are
generated at all.
Most likely the Scheduler has some
kind of a rights problem to access the
log files from a different computer or
generate reports to a folder on a
different computer..
Change the user account under which
the SurfStats Scheduler Service runs
from LocalSystem account to something
else with sufficient rights. LocalSystem
can only access resources on the same
computer. Do this from Control Panel –
Administrative Tools – Services –
SurfStats Scheduler Service – Log On
tab.
For log file specifications and report
destinations use UNC names (for
instance
of mapped drives as a user needs to log
in first for a mapped drive to work.