Keyfax Administrator Tools

Frequently asked questions related to Keyfax Administrator Tools

What are the system requirements to install Keyfax Administrator Tools?

Please see System Requirements.

What versions of Windows will Keyfax Administrator Tools run on?

Please see System Requirements.

I am trying to launch Administrator Tools and am getting a prompt asking me to enter the Master Web Service (MWS). Why?

You will be seeing a prompt like this...

This should be updated to point to your Keyfax installation. For example...

The most common reason for this error is that the Administrator Tools installation files (Keyfax Admin x64.msi, setup.exe and admin.config) have been copied from their original shared folder, usually on the Keyfax web server) and have been run from another location. It is important to ensure that these files are copied to a folder of the same name, for example if the original files are located in \\MYKEYFAX\KFinstallation$\AdminTools\FTU_DOM, you will need to copy the files to a folder of your own named FTU_DOM and run them from there. However, you should be able to continue You will need to replace the text 'SERVER' with the server name that is hosting the Keyfax website. If you are not sure of this, please contact your IT or Omfax Support.

I've updated the Master Web Service (MWS) but this is still not working. Why?

You may see the error...

• There was no endpoint listening at https://domain.com/Interview/WS/AdminWS.asmx.

The most common reason for this is that the PC where you are installing Keyfax Administrator Tools is not able to communicate with the master web service URL. Ensure the PC running Keyfax Administrator Tools is able to resolve the DNS name and access the Keyfax web server. You can try pinging the domain name used for the MWS to ensure you receive a response or at least this resolves to web servers IP address.

I am trying to log into Administrator Tools and the wrong Server is showing - why?

Keyfax is installed in multiple domains in your organisation and you are seeing the wrong Server. The Serve is shown below...

The most likely cause is that you have several Keyfax instances installed on separate webservers in your organisation and the Admin Tools installation has been run against the wrong server. It is possible that the correct server is present in the dropdown list; if this is not the case, please contact your IT or Support.

Where is the Keyfax Administrator Tools application typically installed to?

As of Keyfax 4.4.0 the Keyfax Administrator Tools executable can be found within the following location after installation...

C:\Program Files\Omfax Systems\Keyfax Admin\{KeyfaxVersion}\KeyfaxAdmin.exe

Where {KeyfaxVersion} represents the version of administrator tools installed.

In Administrator Tools, why is it that certain options are greyed out (i.e. disabled)?

To conduct certain operations, you will need to switch into Exclusive Mode.

Do I need to uninstall a previous version of Keyfax Administrator Tools before installing a new version?

As of Keyfax 4.3.0 it's no longer necessary to uninstall an existing installation of Keyfax Administrator Tools when installing a new version. Multiple versions of Keyfax Administrator Tools can now be installed on the same workstation side-by-side.

I am seeing some errors reported in Admin Tools and Support have asked me to supply the Log file. Where is it?

In Windows FIle Explorer, go to %APPDATA%\Keyfax Administration\n.n.n.n where n.n.n.n is the version of Admin Tools you have installed (e.g. 4.4.4.0). In this folder, you will find a file named KeyfaxAdminLog.txt.

What format should the images in Keyfax be?

Portable Network Graphics (PNG)

What dimensions are the images in Keyfax?

For Keyfax 4.2.x and above the following image dimensions are important...

• Keyfax Staff - Hot Spot Images 750 x 350 pixels

• Keyfax Self-Service - Category Icons 511 x 510 pixels

• Keyfax Self-Service - Hot Spot Images 550 x 500 pixels

For older versions of Keyfax (4.2.x and below) the following image dimensions are also important for online. If your using a version of Keyfax newer than 4.2.x the dimensions below can be ignored.

• Related images 450 x 350 pixels

• Related thumbnail images 100 x 88 pixels

• Mobile related images 250 x 310

• Mobile related thumbnail images 70 x 86

What is the folder structure for images in Keyfax?

The default folder structure for images in Keyfax is listed below. Please note: individual installations may be using older or custom images in different locations. From Keyfax v4.3.1.1 this is the default structure (all are beneath the KeyfaxData\KFClient folder):

• Images\InterView\hotspots - Hotspot images for Staff version

• Images\InterView\hotspots\keyfax - ImageNotFound/NoImageSelect images for Staff version hotspots

• Images\Online\icons - Category selection images for Self-Service version

• Images\Online\icons\keyfax - ImageNotFound/NoImageSelect images

• Images\Online\hotspots - Hotspot images for Tenant version

• Images\Online\hotspots\keyfax - ImageNotFound/NoImageSelect images

• Images\Related - Related images for Staff and Tenants

• Images\Related\thumbnail - Thumbnails of Related images

• Images\Related\mob - Related images for mobile phones

• Images\Related\mob\thumbnail - Thumbnails of mobile phone Related images

When editing related images, why can't I select the image to edit by clicking the appropriate thumbnail?

Check in Microsoft Edge that JavaScript is enabled.

1. Open Edge, then select ⋯ at the upper-right part of the screen.

2. Open Settings.

3. Select Cookies and Site Permissions on the left pane.

4. Select JavaScript.

5. Flip the switch On to allow JavaScript. Switch it off to completely disable it. You can also list individual websites in the Block or Allow settings if you wish to block or allow JavaScript on specific sites respectively.

If you are still using Internet Explorer, try this:

1. Select Internet Options

2. Select the Security tab and appropriate zone (Internet or Trusted Sites)

3. Click Custom Level

4. Enable 'Active Scripting'

5. If you'd selected Trusted Sites, you can also click the sites and add 'about:blank'

I heard that Administrator Tools is a 'ClickOnce' installation. What is ClickOnce?

• Difficulties in updating applications. With Microsoft Windows Installer deployment, whenever an application is updated, the user must reinstall the entire application; with ClickOnce deployment, you can provide updates automatically. Only those portions of the application that have changed are downloaded, then the full, updated application is reinstalled from a new side-by-side folder.

• Impact to the user's computer. With Windows Installer deployment, applications often rely on shared components, with the potential for versioning conflicts; with ClickOnce deployment, each application is self-contained and cannot interfere with other applications.

• Security permissions. Windows Installer deployment requires administrative permissions and allows only limited user installation; ClickOnce deployment allows non-administrative users to install and grants only those Code Access Security permissions necessary for the application.

ClickOnce is a deployment technology that allows you to create self-updating Windows-based applications that can be installed and run with minimal user interaction. ClickOnce deployment overcomes three major issues inherent in deployment:

Please note that from Keyfax version 4.1.4.0, the ClickOnce feature has been removed; the only means of deploying Keyfax Administrator Tools requires a user with administrator rights to install (either via a .exe or .msifile) .

I install my Admin Tools remotely via ClickOnce but am getting the message "Cannot continue. The application is improperly formatted. Contact the application vendor for assistance."

On further inspection (i.e. click View Details) you may see this reported: "Your Web browser settings do not allow you to run unsigned applications". This may simply be a case of adding the website http://keyfax.touch-base.com to your Trusted Sites in your browser.

My Admin Tools displays an error whenever I try to open any tabs that use a browser (e.g. User Maintenance, Message Preview or Test Page).

It is possible that there are problems with your installation and you should contact Support.

NOTE You cannot run Admin Tools version 4.1.4.0 (or greater) on Windows Server 2003 (this usually results in an error log entry: A procedure imported by cdefsharp.core.dll could not be loaded). Further, it will only run in 'Compatibility mode' on some Windows 7 machines.

I am using a custom Stored Procedure within a Databox and it doesn't appear to work in either Admin Tools (Test SQL Query) or the InterView Engine?

This is likely to be a permissions issue. Note that the Admin Tools Test SQL facility uses the keyfaxop login whereas the engine uses the Keyfax login (which has more general permissions as it is a member of the OmfaxRole).

When I try to load a Task or Messages for editing in Admin Tools it is very slow to render the page.

Check any of your image paths are correct as non-existent UNC paths can cause significant delays when presenting HTML data (possibly up to 20 seconds). In fact, anything that renders the HTML will be impacted, e.g. printing a Ltter in Contact•View.

My Admin Tools displays a blank tab whenever I try to open any tabs that use a browser (e.g. User Maintenance, Message Preview or Test Page).

It is possible that your network has application control turned on in group policy and every .exe that a user runs must be explicitly allowed. Admin requires both keyfaxadmin.exe and CefSharp.BrowserSubprocess.exe to be permitted. Please check this with your local IT Support team.

Why am I told that "The selected database is locked by 'someone' Do you want to break this lock?

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

I need to raise a support issue and someone mentioned that it would be useful for Support Services to see the log file(s). Where are these?

Starting with Keyfax 4.3.1.0 and above Keyfax Administrator Tools now supports multiple side-by-side installations. Logs for each side-by-side installations can be found within the Administrator Tool versions specific folder within %appdata%\Keyfax Administration\.

For example to find log files for Keyfax Administrator Tools 4.4.4 these would be available within %appdata%\Keyfax Administration\4.4.4.0\

Keyfax Administrator Tools 4.3.1.0 and below writes log entries to files beneath the user profile's Application Data\KeyfaxAdmin folder and are named InterView-log, InterView-log.txt.1 etc. For example, for Windows this may be: C:\Users\user_name.domain_name\Application Data\KeyfaxAdmin.

Why are some of my Topics highlighted in Red?

This is because there are no scripts behind them. Typically, these are Master Scripts that you may be about to drag onto a Script Set, e.g:

I am using a Databox and whenever I see it displayed in a Message, it shows as 'Unavailable'.

'Unavailable' always indicates that an error has occurred when evaluating the Databox. A common mistake is to set some 'fixed text' within a Script Data Databox (SCR) expression.

Any freeform text entered, e.g. Mary Smith etc, will be evaluated as Expressions and this is likely to cause an error. Items such these should be set up as Company (CO) databoxes.

Where are the images accessed by CKeditor located? Why can't I upload a new image to be used in tasks and messages?

There should be a folder under KeyfaxData\KFresources\userfiles\image. If any of these folders are missing you will need to create them. To upload images, permissions need to be granted to the IIS App Pool user.