Class Not Registered error in Knowledge Base 2.0 (NETIQKB71297)

  • 7771297
  • 13-Oct-2008
  • 24-Sep-2009

Environment

Knowledge Base 2.0

Situation

Only the user who installed the Knowledge Base can subsequently use the Knowledge Base. Persons logging in with different user names do not see the Knowledge Base application in their Start menu, nor can they edit or create articles.

Resolution

Hotfix 71297 has been released to correct a known issue in the NetIQ Knowledge Base 2.0 build.  To correct this issue you will need to download and install KnowledgeBase_2.0_Hotfix71297.  This Hotfix can be obtained from the following location:

https://www.netiq.com/f/downloads/download.asp?id=3D2D0910-CCB9-4EEA-AB71-A53FE09D11D7

Why Install this Release?

This release of NetIQ Knowledge Base 2.0 is hotfix 71297, which resolves an issue in which only the user who installed the Knowledge Base can subsequently use the Knowledge Base. Persons logging in with different user names do not see the Knowledge Base application in their Start menu, nor can they edit or create articles. After you install this release, the installation process allows all users to log in, as well as create and edit articles. (ENG252351)


System and Software Requirements

System Requirements and Platform Support
The Knowledge Base Administrator Console is supported on the following platforms:
-- Windows 2000 Professional, Service Pack 2 or later
-- Windows 2000 Server, Service Pack 2 or later
-- Windows 2000 Advanced Server, Service Pack 2 or later
-- Windows XP Professional
-- Windows Server 2003 (all versions are supported)

The Knowledge Base Server is supported on the following platforms:
-- Windows 2000 Server, Service Pack 2 or later
-- Windows 2000 Advanced Server, Service Pack 2 or later
-- Windows Server 2003 (all versions are supported)
Note SQL Server is not supported on Windows Server 2003 Web Edition. If you install the Knowledge Base Server on such a system, you must install the database remotely.

Software Requirements

The Knowledge Base Administrator Console has the following requirement:

  • .NET Framework version 1.1, or version 1.1 with Service Pack 1

The Knowledge Base Server has the following requirements:

  • Windows Installer version 2.0 or later
    Note If Windows Installer 2.0 is not already installed, the Knowledge Base setup program installs it.
  • Microsoft Internet Information Services (IIS) version 5.0 or later
  • .NET Framework version 1.1, or version 1.1 with Service Pack 1
  • ASP.NET
    -- On Windows 2000 with IIS installed, ASP.NET is installed automatically with .NET Framework. IIS must be installed first.
    -- On Windows Server 2003, ASP.NET can be added as a subcomponent of the application server Windows component from the Control Panel, or you can use the ?Configure Your Server? wizard to enable it.
  • Microsoft Data Access Components (MDAC) version 2.6, Service Pack 2 or later
  • SQL Server 2000, Service Pack 3 or Service Pack 4

For more information, see the "System requirements and platform support" topic in the User Guide for Knowledge Base.

Known Issues

NetIQ Knowledge Base 2.0 had the following known issues at the time of release.

  • Migrating from Knowledge Base 1.0 is supported, but slow. If you use Knowledge Base 1.0 and have added content to the Knowledge Base, you can retain that content by migrating your database. To migrate your database, you must first uninstall Knowledge Base 1.0. During the uninstall process you will be asked whether you want the database to be deleted. Answer "No" and the Knowledge Base database will be left intact. Then install Knowledge Base 2.0, specifying the SQL instance that manages the Knowledge Base database. Migration is slow. Depending on the performance characteristics of the computer on which you are installing the Knowledge Base Server, and on whether you are installing the Japanese content, the migration process could take a few hours. During this time you should not interrupt the installation process.
  • Some articles appear as ungrouped articles in the Knowledge Base Console. Some of the articles included with Knowledge Base 1.0 are not included with Knowledge Base 2.0 because they relate to AppManager Knowledge Scripts that are no longer included with AppManager. Therefore, these articles are not found in the AppManager Articles tree view.
  • Installation fails unexpectedly. If your installation of the Knowledge Base Server fails unexpectedly, examine the Application Log, using the Windows Event Viewer Administrative Tool, for any indication that the ASP.NET worker process has been recycled. Such an event might look like the following:

(PID: nnnn) was recycled because memory consumption exceeded the nn MB (nn percent of available RAM).

If you see such an event, increase the allowable percentage of memory that the ASP.NET worker process can consume before IIS recycles that process. You can do this by modifying the ASP.NET configuration file, "%SystemRoot%\Microsoft.NET\Framework\v1.1.nnnn\CONFIG\machine.config". Edit this file and increase the value for "memoryLimit". Then, restart the "World Wide Web Publishing Service" service before rerunning the Knowledge Base installation program.

  • Log files are copied to the TEMP directory if installation fails. If installation fails for any reason, the installation is rolled back so that the computer is returned to its original state. However, any log files created during the installation are first copied to the TEMP directory associated with the user performing the installation. You can examine these log files to gain insight into what might have caused the installation failure. The log files of interest are:

-- KnowledgeBaseInstall.log
-- SetupDbTrace.log
-- KBToolTrace.log
-- KBServerTrace.log

  • Disk space requirements should include space for the Knowledge Base database. The Knowledge Base installer checks to ensure that the drive you chose for installation of Knowledge Base has enough free space. But it also creates the NetIQKB database without first verifying that there is enough free space on the drive where SQL Server stores data files for the database and all the Knowledge Base articles and other content that will be imported into it. Be aware that the database requires about 230 MB if both the English and Japanese content bundles are installed (less if only English is installed).
  • The NetIQKB database may not be deleted during an uninstallation, or after an installation failure. Sometimes the Knowledge Base uninstaller cannot drop the NetIQKB database, in which case, the uninstall program raises a warning message. If this happens, you can use SQL Enterprise Manager to connect to your SQL server and delete the database manually. Similarly, sometimes if the installation fails during mid-install, the NetIQKB database may not be removed if it has already been created. In either of these cases, an error message is raised. Use SQL Enterprise Manager to connect to your SQL Server and delete the database manually. If SQL Enterprise Manager cannot delete the database, stop and restart the IIS Admin service before the database can be removed.
  • Knowledge Base setup asks for a reboot after installing MSI, before installing the Knowledge Base. On some computers with an outdated version of Microsoft Installer (MSI), the Knowledge Base installer may install an updated version of MSI and then ask for a reboot before installing the Knowledge Base. In this case, allow the computer to be rebooted, and then re-run Knowledge Base installation.
    Knowledge Base installation may fail if IIS script mappings are not set up properly. When the .NET Framework is installed on a computer on which IIS is also installed, the .NET Framework installer sets up some mappings that allow IIS to properly handle ASP.NET web pages (.aspx pages). Under certain circumstances, for example, if IIS is reinstalled after the .NET Framework was installed, these mappings may be lost. One indication that the ASP.NET mappings may be missing or corrupted is the appearance of an error message during installation of Knowledge Base, which says:

"Could not insert default source value. Installation failed."

If you receive this error message, look in the KBTool log file, KBToolTrace.log. If you see an exception or error message that says something like, "405 - Method Not Allowed", missing or corrupted ASP.NET mappings may be the cause. To fix the mappings, run the following command:

"C:\WINDOWS\Microsoft.NET\Framework\v1.1.4322\aspnet_regiis -r"

The path may differ slightly on your system. Ensure you execute the program located in the v1.1.XXXX directory rather than the v1.0.XXXX directory. Once the mappings have been restored, rerun the Knowledge Base installation.

  • Knowledge Base installation may fail if ASP.NET user account credentials are stored encrypted in the registry rather than in machine.config. On IIS 5, ASP.NET applications run under an account that is normally specified in the .NET Framework configuration file, machine.config. However, this information may instead be stored in encrypted format in the registry. If your .NET Framework installation uses the registry to store this information, the Knowledge Base installer will display a message saying,

"Could not determine ASP.NET user account. Knowledge Base server virtual directory security permissions will only be given to the current user."

This is a warning that the installer cannot determine the ASP.NET user, so unless the user performing the Knowledge Base installation is the same user, the installation will likely fail. Thus, if your .NET Framework installation uses the registry to store the ASP.NET user credentials you should run the Knowledge Base installer as that same user.

  • SQL Server may not enable full-text searching after installation. When the Knowledge Base Server starts running, it asks SQL Server whether full-text services are enabled and running. Sometimes when the server first starts up during installation, SQL Server indicates that the service is not running. If this occurs, then after installation and up until the next time the Knowledge Base Server is restarted, article content searches will return an error message indicating that full-text search is not enabled. If you receive the error message, try restarting the Knowledge Base Server by pointing your Web browser to the following page:

http:///NetIQKB/Web/RestartServer.aspx

If this does not fix the problem, ensure that the MSSearch service is running on the Knowledge Base Server computer. If it is running, and restarting the Knowledge Base Server did not fix the problem, try restarting SQL Server.

  • Knowledge Base cannot be uninstalled if the database is installed on an inaccessible SQL Server instance. If the SQL Server instance that hosts the Knowledge Base database is unavailable for any reason, for example, if the network is down or the SQL Server service is stopped, the Knowledge Base uninstallation will fail if you select to remove the NetIQKB database as part of the uninstallation. You can work around this problem by choosing the option not to remove the database during the uninstallation. In this case, the uninstallation removes the Knowledge Base, except for the database. You can then manually remove the Knowledge Base database through the SQL Server Enterprise Manager.
  • During uninstallation some directories and registry keys may not be deleted. A number of files and directories may remain in place after uninstallation has completed. These files must be deleted manually. NetIQ Knowledge Base leaves the following files in place:
    • Application Directories
      -- Knowledge Base\Console\bin (usually empty)
      -- Knowledge Base\Server\bin (usually empty)
    • Documents and Settings
      Per-user settings and log files (for the Knowledge Base Console only) are kept in Documents and Settings\\Local Settings\Application Data\NetIQ\ Knowledge Base Administrator Console
    • Registry Keys
      If the Knowledge Base Console was installed, registry values may be present on a per-user basis. Registry settings are in HKEY_CURRENT_USER\Software\NetIQ\Knowledge Base Administrator Console

For assistance with any issue, see the NetIQ Technical Support Web site: www.netiq.com/support.

Cause

The ALLUSERS MSI property was not being set, so the KB would install only for the user doing the installation.  This caused two problems: the KB Console Start Menu item was only added for the user doing the install, and non-administrators were not able to create articles. 

Additional Information

Formerly known as NETIQKB71297

Installing NetIQ Knowledge Base

Hotfix 71297 is a full installation of Knowledge Base 2.0. Follow the steps below for existing installations of Knowledge Base where the console component is installed by itself and where the console and server components are installed on the same computer. You do not need to apply this hotfix for an installation where only the server component is installed. Perform these steps using a computer account that is part of the local Administrators security group.

Console only installed on the computer

  1. Navigate to Add or Remove Programs and remove NetIQ Knowledge Base.
  2. When the uninstall process is complete, run setup.exe, included in the hotfix download package.
  3. Select Custom as the installation type and select Console as the component for installation. Proceed with the installation.

Console and Server installed on the computer

Before applying hotfix 71297 on a computer where both the Console and Server components are installed, back up your existing Knowledge Base database (NetIQKB). After uninstalling the existing version of the Knowledge Base product and installing the hotfix version of the product, you restore the backed-up database. Follow the instructions below.

  1. To stop all Knowledge Base activity before backing up your Knowledge Base database, navigate to Administrative Tools and double-click InternetInformation Services (IIS) Manager.
    Expand the tree view, expand the Application Pools node, right-click the DefaultAppPool node, and select Stop.
  2. Open SQL Server Enterprise Manager, expand the tree view, right-click the NetIQKB database entry, select All Tasks, and then select BackupDatabase?.
  3. Add a file-based backup destination specifying a descriptive name for the backup and note the location.
  4. Perform the backup.
  5. To restart Knowledge Base activity, navigate to Administrative Tools and double-click Internet Information Services (IIS) Manager. Expand the tree view, expand the Application Pools node, right-click the DefaultAppPool node, and select Start.
  6. Navigate to Add or Remove programs and remove NetIQ Knowledge Base. When asked to remove or save the existing Knowledge Base database, click Yes to remove the database and proceed with the uninstall process.
  7. When the uninstall process is complete, return to SQL Server Enterprise Manager, refresh the Databases view to ensure that the NetIQKB database is removed. If the NetIQKB database remains in the Databases view, right-click the database and select Delete.
  8. Run setup.exe, included in the hotfix download package, and perform a complete installation to install both the Server and Console components.
    The setup program creates a new NetIQKB database and populates it with the default content originally shipped with Knowledge Base 2.0.
  9. To stop all Knowledge Base activity before restoring your Knowledge Base database, navigate to Administrative Tools and double-click InternetInformation Services (IIS) Manager.
    Expand the tree view, expand the Application Pools node, right-click the DefaultAppPool node, and select Stop.
  10. To restore the backed up database after installation is complete, navigate to SQL Server Enterprise Manager, refresh the Databases view, right-click the NetIQKB database entry, and select All Tasks and Restore Database?.
  11. In the Restore source field, select From device.
  12. Click Select Devices, click Add, and then choose the backup database file.
  13. Click OK, then click OK again to return to the dialog box.
  14. Click OK to return to the Restore Database dialog box, and then click OK to restore the database.
  15. Navigate to SQL Server Enterprise Manager. On the Tools menu, select SQL Query Analyzer. In the database list in the Query Analyzer Editor, select NetIQKB, enter the following command, EXEC sp_fulltext_database 'enable', and then execute the query.
  16. To restart Knowledge Base activity, navigate to Administrative Tools and double-click Internet Information Services (IIS) Manager. Expand the tree view, expand the Application Pools node, right-click the DefaultAppPool node, and select Start.

Previous Releases

This release of NetIQ Knowledge Base also includes enhancements added in the following previous releases.

Release 2.0, September 2005

This release of NetIQ Knowledge Base provided the following enhancements:

  • Knowledge Base Administrator Console, primary administrative interface from which you can view, organize, create, and modify all Knowledge Base content.
  • Knowledge Base Server, repository for Knowledge Base content.
  • A web interface, provides remote access to Knowledge Base content using supported Web browsers.
  • A command-line tool (KBTool), used primarily for administrative and configuration tasks.

In addition to providing a mechanism for delivering content produced by NetIQ, the Knowledge Base also lets you create your own articles and store them in the Knowledge Base repository. You can also add annotations to the articles shipped by NetIQ, as well as references to articles that reside outside the Knowledge Base repository, for example on a corporate Web server.

Third-Party Software

NetIQ Knowledge Base ships with the following third party software:

  • DataObjects.NET Version 2.3.4, Copyright 2003-2004 X-tensive.com, INLINE
  • XStandard Version 1.6.1, Copyright 2005 Belus Technology Inc.

Contacting NetIQ Corporation

Please contact us with your questions and comments. We look forward to hearing from you. Sales Email: info@netiq.com
 
Telephone: 1-713-418-5555 (United States)
+353 (0) 91-782-677 (Europe, Middle East, and Africa)
For other locations, see our Support Contact Information Web site at www.netiq.com/support
 
Support Web Site: www.netiq.com/support

 


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