Troubleshooting

The first request to KCM ComposerUI (ASP.NET) may take significant time, sometimes even up to several minutes. This is due to the behavior of Microsoft IIS, that uses worker processes to process requests. The worker processes are recycled after a certain time, certain number of requests, or after a certain amount of idle time. This behavior is configured and can be changed in the Microsoft IIS application pool. You can change the Recycle worker process settings in your application pool properties.

Another cause of slow requests (>30 seconds) is often the Certificate Revocation List checking. See http://blogs.msdn.com/b/pfedev/archive/2008/11/26/best-practice-generatepublisherevidence-in-aspnet-config.aspx for more information. To solve this problem you can change a system-wide setting.

Add the following line to your ASPNET.CONFIG or APP.CONFIG file:

<?xml version="1.0" encoding="utf-8"?>
<configuration>
    <runtime>
        <generatePublisherEvidence enabled="false"/>
    </runtime>
</configuration>

Note the ASPNET.CONFIG file is located in the Framework Directory for the version of the Framework you are using. For example:

• For a 64-bit ASP.NET application:

  %SystemRoot%\Microsoft.NET\Framework64\v2.0.50727

• For a 32-bit ASP.NET application:

  %SystemRoot%\Microsoft.NET\Framework\v2.0.50727

If you have configured OnLine Server to show PDF preview documents, the preview may be loaded in Acrobat reader rather than in a browser frame. This is caused by a setting on the client machine. The sequence below shows how to correct the setting:

• Double-click My Computer on the client machine

• On the Tools menu, click Folder Options

• On the File Types tab, in the Registered file types box, click to select the file type that you want to change, such as PDF extension

• Click Advanced

• In the Edit File Type dialog box, make sure the "Browse in same window" check box is checked

• This ensures that documents can be loaded in browser frames

The modelend page of the Sample2 application uses an ActiveX control to open the result document in a Word instance. To do so, the ActiveX control looks for an existing instance and if none is found it starts Word. The problem is that Word viewed in a browser counts as an instance but cannot be used by the ActiveX control.

The solution is to open Word before anything else and leave it open. It is important that Word is the first program started or it is started before any application that uses Word in any way. When the ActiveX looks for a Word instance it will find this first opened ordinary Word instance to work with.

In the default KCM ComposerUI configuration use an ActiveX control to upload files from the client. If the file upload does not function in Internet Explorer, the ActiveX could not be loaded or ActiveX support is disabled.

See ActiveX deployment on clients chapter for more information on the configuration and deployment of the ActiveX control.

In rare cases, the error "String index out of range: -128" appears in the client's browser when calling KCM ComposerUI Server. Most likely this error is caused by the computer name of the server being too long.

The NetBIOS name of a computer is limited to 15 bytes. If the computer name of a machine has a name longer than 15 characters, the NetBIOS name is truncated. This causes a mismatch between the computer name and NetBIOS name.

KCM ComposerUI Server internally uses both the machine name and the NetBIOS name of the server running KCM ComposerUI. If the name limit of the NetBIOS causes a mismatch to occur, the error "String index out of range: -128" is generated.

As a solution, the machine name must be changed to a shorter name that matches the NetBIOS requirements.

Privacy settings in web browsers may restrict the use of third-party session cookies. This may cause KCM ComposerUI, when running in an IFrame, to lose its session state between subsequent forms.

A solution is to add the URL of KCM ComposerUI to the sites that are explicitly allowed to use cookies. In Internet Explorer, this option is available under Internet Options > Privacy > Sites.

Alternatively, configure "P3P headers" on the Web Server. For Microsoft IIS, Microsoft Knowledge Base article KB 324013 describes how to do this.