MultiView Catalyst® Support

Frequently Asked Questions

• Why does the sample supplied with MultiView Catalyst only work on the Server and not other computers?
• Why can Clients on my internal network connect to my MultiView Catalyst server whereas external or internet Clients cannot?
• What does the error message - "Server did not respond. Please contact..." mean?
• What does the error message - "The session lookup failed. Please contact..." mean?
• What does the error message - "Server rejected request for session name of '(session name)'. Please contact..." mean?
• What does the error message - "Failed to connect to remote system. Please contact..." mean?
• What does the error message - "Protocol Error: The Client version is older than Server requires." mean?
• How do I remove my MultiView Catalyst Client from my Internet Explorer's cache?
• How do I change the Port number that Catalyst traffic is transferred on?

Q: Why does the sample supplied with MultiView Catalyst only work on the Server and not other computers?

A: MultiView Catalyst allows for the Web Server to be installed on a different computer to that of the MultiView Catalyst Server. When the Web page containing the ActiveX Client is loading it asks for the IP address of the Server running the MultiView Catalyst Client. The supplied demo has a default Server address of '127.0.0.1' which is a special address directing the Client to itself.

This is to make sure that when the Web page is launched on the server running MultiView Catalyst, it checks the address given (itself) and finds the Server locally. However, if this page is launched on a computer other than the Server, this computer does not have the MultiView Catalyst Server installed. When it looks for the MultiView Catalyst Server, on itself, it will not find it and connection will fail.

To fix, ensure the ServerAddress parameter on the WebPage specifies the Internet Address of the server rather than the local address of 127.0.0.1

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Q: Why can Clients on my internal network connect to my MultiView Catalyst Server whereas external or Internet Clients cannot?

A: This can be caused by any of the following:

• MultiView Catalyst has registered and uses TCP/IP port number 2836. If you wish to grant access to the MultiView Catalyst Server to people who are external to your network, you may need to configure your firewall to allow TCP/IP traffic to communicate in both directions on this port.
• Your Web page might not be specifying the MultiView Catalyst Server address in a form that is friendly to Client computers with varying DNS configurations. For this reason always specify the Server by IP address rather than machine name.

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Q: What does the error message - "Server did not respond. Please contact..." mean?

A: For some reason the Client computer is unable to communicate with the MultiView Catalyst Server specified on the Web page. This could be the result of one of the following problems:

• The Server address specified on the Web page has been entered incorrectly. Clients may have varying DNS configurations so it is better to specify the Server by its IP address rather than its machine name.
• The firewall surrounding the MultiView Catalyst Server is not configured to allow 2-way TCP/IP communications on port 2836.
• The firewall surrounding the User's computer that is running the MultiView Catalyst Client is not configured to allow 2-way TCP/IP communication on port 2836. It can be difficult to ensure that external users have their firewalls configured correctly so you may have to use an alternative to port 2836. A suitable replacement is port 8080. See the MultiView product documentation for an explanation of how this can be achieved.
• The MultiView Catalyst Server is configured to be allocated a dynamic IP address as with a DHCP Server. This means the server address specified on the Web page has to be by machine name rather than IP address. However, with a dynamic IP address, it may take too long for the Client's DNS records to be updated with any IP changes. Therefore we recommend that you ensure your MultiView Catalyst Server is configured to use a static IP address.
• The MS Proxy Server is installed on the user’s Gateway, but the Microsoft Proxy Client is missing from the user’s computer. To counteract this, the MS Proxy Client must be installed on the user's computer.

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Q: What does the error message - "The session lookup failed. Please contact..." mean?

A: At this stage, the MultiView Catalyst Client has successfully connected to the Server but the Web page is configured to request a named session that the Catalyst Server knows nothing about. Check the following:

• The Session name referenced on the Web page is correct and correlates with the session name within the Microsoft Management Console, bearing in mind that this name is case-sensitive.
• The Server address referenced on the Web page is correct.

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Q: What does the error message - "Server rejected request for session name of '(session name)'. Please contact..." mean?

A: At this stage, the MultiView Catalyst Client has successfully connected to the Server. This error occurs when the Session exists but there is a problem creating a new instance of this session. Check the following:

Launch the Microsoft Management Console and check the Session configuration. It is likely that the configuration file associated with the requested session name has been renamed, moved or deleted.

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Q: What does the error message - "Failed to connect to remote system. Please contact..." mean?

A: At this stage, the MultiView Catalyst Client has successfully connected to the server but there is a problem with the MultiView 2000 configuration file itself. Usually the result of being unable to connect to the specified remote UNIX host, it is best to open the configuration files on the MultiView Catalyst Server using MultiView 2000 and check that this still works. Causes for failure to connect include:

• Remote UNIX host is not up and running.
• Remote UNIX host has been disconnected from the network.
• Remote UNIX host has been renamed or given a different IP address.

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Q: What does the error message - "Protocol Error: The Client version is older than Server requires." mean?

A: This can occur after upgrading a MultiView Catalyst Server, and is the result of users’ clients not automatically downloading the newer version of the MultiView Catalyst Client. To ensure that users' browsers automatically download the newer versions, the Web page must inform the browser of what version the Server currently has available. If these Web pages were created at an earlier release, the version number stated will continue to reflect the earlier version. Therefore after upgrading the MultiView Catalyst Server, you must update all of your custom Web pages with the version stated on the newly supplied sample. The setting in question is:

codebase="bin/jsbtc.cab#version=1,5,36,1"

The value after the "#version=" should always be updated to that stated in the newer sample supplied with each MultiView Catalyst version.
E.g. at version 2.0 of MultiView Catalyst, this should read:

codebase="bin/jsbtc.cab#version=2,0,50,1"

Users need to do more than change the version on the HTML. They also need to insure the .cab and .jar files in the referenced bin directory are also up-to-date and consistent with the version number specified.

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Q: How do I remove my MultiView Catalyst Client from my Internet Explorer's cache?

A: To remove the ActiveX or Java Client from Internet Explorer's cache, you must first locate the cache folder. The location of this varies between platforms.

• For Windows NT or Windows 2000 you require “C:\WINNT\Downloaded Program Files”
• For Windows 9x you require “C:\Windows\Downloaded Program Files”

To delete the MultiView Catalyst Client simply navigate to the appropriate folder then select and delete the item titled “MultiView Catalyst ActiveX Control”. Alternatively, to view details such as version number, right-click and choose Properties.

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Q: How do I change the Port number that Catalyst traffic is transferred on?

A: To change the port number

1. You must add the “ServerPort” field to the Catalyst Web Page with the Port number you wish to use, as outlined on page 157 of the Administrator’s Guide.
2. Open the Microsoft Management Console (MMC);
   Choose Start > Run;
   Type “mmc”;
   Press Enter.
3. Choose Console > Add/Remove Snap-in.
4. Click Add > Group Policy (“Group Policy Object editor” within Server 2003);
   Do this for the Local Computer.
5. Click Finish > Close;
   Choose OK.
6. Expand Computer Configuration;
   Right-click Administrative Templates;
   Choose Add/Remove Templates.
7. Click Add;
   Add the following: ‘jsbsmsv.adm’;
   Choose Close.
8. Expand Administrative Templates; you should now see 'Multiview Catalyst Session Manager' listed below.
9. For Windows 2000 Server: Right-click Administrative Templates > View, verify that 'Show Policies Only' is NOT checked.
   For Windows Server 2003: Right-click “Multiview Catalyst Session Manager”, choose View > Filtering, verify that ALL boxes are NOT checked, click OK.
10. Choose 'Multiview Catalyst Session Manager';
    Iin the right window you should see 'Port Number' with Setting "Not Configured".
11. Double click 'Port Number' and set to Enabled;
    Cchoose a Port number and click OK.
12. Save this MMC session.
13. In Administrative Tools > Services, STOP and re-START the following services: MultiView Catalyst Session Manager and MultiView License Manager.

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