General Questions

General frequently asked questions related to Keyfax.

What is the difference between Keyfax and Keyfax Self-Service?

Keyfax Self-Service differs from the core product in the following ways:

• Responsive web design - intended to work on any device on mainstream browsers

• Initial selections are made via images/hotspots rather than a tree-view menu

• Optional login page with validation e.g. valid tenancy reference

• Optional address selection (e.g. where postcodes are supplied)

• Optional 'Preferred appointment' page

• Email generation (e.g. to tenant and housing dept)

• Extensible via Host integration (webservices/XML etc, requiring besoke development/integration)

• Styling; Keyfax Online can be customised to match your corporate identity.

What, if any, cookies does Keyfax use?

Keyfax uses cookies as follows:

Name	Description	Expires
ASP.NET_SessionId	Used for site session management	When you close your browser
Keyfax	Used for site session management	When you close your browser

Does Keyfax use Java and if so, which version is it compatible with?

Keyfax doesn't use Java but it does use Javascript. JavaScript is a (very) distant cousin of Java in that it is also an OOP (Object Oriented Programming) language. Many of their programming structures are similar. However, JavaScript contains a much smaller and simpler set of commands than does Java.

When I click the button to launch Keyfax in my host system, nothing happens

This is usually caused because the user id being passed across from the host is not present or enabled. Another reason, where the Keyfax Client is used, is that the user's profile is corrupt. We have found that deleting the profile corrects the problem.

I have managed to launch the Keyfax pop-up but the tabs are not displayed and the main page is empty. All I see is the list of Categories on the left hand side -why?

A number of things to check but it is most likely the case that JavaScript is not enabled in your browser. This is possibly due to IE Enhanced Security on the Citrix server; if so, can this be disabled? Otherwise/also it’s probably best if you add the Keyfax web server as a Trusted Site for all users. i.e. http://[KeyfaxWebServerName]. It may also be that you need to lower the secuity levels in your Group Policy for affected users, thus allowing Javascript to run.

I have a Message with a 'Link' button that points to a spreadsheet on a network server. If I run the script from Admin Tools' Test page, the Link merely presents a blank window whereas it works for our advisors running their scripts. It also works if I run the script outside of Admin Tools (e.g. in Internet Explorer).

This assumes that the Link was in the format (e.g.) FILE://\\\\FileServer\SharedDocs\AssetInfo.xlsx. Version 4.1.4.0 of Admin Tools introduced use of the Chromium browser and this does not support the FILE protocol. As a resolution may not be available, our recommendation is that to work in and out of Admin Tools, that these become HTTP links with any content you may care to display available on a web server.

After each question is displayed, I see a message box saying 'There was a problem retrieving information from the server. Please try again'.

Likely causes are that you are running with Internet Explorer 8.0 or you are viewing the website in Compatibility Mode (this is often the default for intranet sites but should be switched off for Keyfax):

Either upgrade your browser or change the Compatibility settings.

Another possible cause of this error is when there are no visible Categories or Topics beneath a script set (see below, - Any attempt to direct to the Supported Housing scriptset will fail ):

If Support personnel have asked you to download a compressed (ZIP) file and asked you to 'unblock' it, - what does that mean?

Some files need to be “unblocked” after download in order to avoid security warnings; see these instructions for more information.

Are uploaded photos/images whitelisted?

Although we whitelist the file type extension (configurable by the Keyfax Administrator in the Upload Question definition), we do not interrogate the file content to confirm the type or perform any other checks. This should be further secured with 3rd party AV scanning software.

Does/can Keyfax connect to a cloud based Microsoft Dataverse (formerly Common Data Service) setup?

To connect an on-premise SQL Server instance to Dataverse Microsoft currently offer a feature which is in preview called SQL data connection for Dataverse. Further information can be found here. If this can be set-up correctly this should allow Keyfax to query into Dataverse entities using regular SQL. Theoretically this should work like any other SQL query within Keyfax however there are some important considerations…

• Only Azure Active Directory authentication is supported

• This is in preview for SQL Server with no firm release dates

• The connection is read-only (you cannot perform INSERTS or UPDATES to dataverse using the SQL connector)

• There is a 80mb limit on SELECT results

• There are some limitations with data types & joins (see link above)

Please note: as at March 2021 this is yet to be tested.