Problem | Possible Cause | Where to Check | Solution |
|---|---|---|---|
Cannot make a connection to a Client computer using Live Help Expert. The attempt to join the Live Help Client's session fails with the message "Unable to connect to the TCP/IP address". | The IP address you specified in the "Join a Session" dialog box of the Live Help Expert is not correct. | Is the IP address you specified in the Live Help Expert same as the IP address of the Client computer? | If the IP address you specified is not same as the IP address of the Client computer, make sure you specify the correct IP address of the Client computer in the "Join a Session" dialog box of the Live Help Expert. |
The Live Help Client program is not running on the Client computer. | Is a Live Help Client icon displayed in the Windows(R) taskbar or task tray on the Client computer? | If no Live Help Client icon is displayed on the Client computer, select "Live Help Client" shortcut in the "Fujitsu Live Help" folder on the Start Menu or the Apps screen to launch Live Help Client program. Then make sure that a Live Help Client icon is displayed in the Windows(R) taskbar or task tray. | |
The processes required for the Live Help Client program are not running on the Client computer. | On the Client computer, are the following processes displayed on the Processes tab of the Task Manager?
* The process only runs when the Live Help Client program is configured to "run as a Windows service". | If any of the processes listed in the left is not running, follow the steps below to stop the processes and restart the Live Help Client program.
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The TCP/IP address that the Live Help Expert uses is not specified. | Is a TCP/IP address specified in the "Local Interface" field in the "TCP/IP Setup" dialog box of the Live Help Expert program? | If the "<Windows Default>" option is specified in the "Local Interface" field, follow the steps below to specify a TCP/IP address.
For details on the communication settings, refer to the section Communications Setup in Changing Your Live Help Expert Configuration. | |
The communication from the Expert computer to the Client computer over port 1513/TCP is blocked. | Are routers and firewalls configured to allow the communication from the Expert computer to the Client computer over port 1513/TCP? | If the communication from the Expert computer to the Client computer over port 1513/TCP is blocked, configure routers and firewalls to allow the communication. | |
The Windows Firewall is enabled on the Client computer or the Expert computer. | On the Client or Expert computer, is the Windows Firewall configured to accept the Live Help applications to connect to the computer? | If the Windows Firewall on the Client or Expert computer is blocking connections from Live Help applications, refer to Windows Firewall and configure the Windows Firewall to accept the connections. | |
Cannot make a connection to a Live Help Client running on an unattended server, using Live Help Expert. The attempt to join the Live Help Client's session fails with the message "Access denied". | The "Approve Connections" option is enabled on the Live Help Client, but since the server is unattended there is no one to approve the request. Therefore, the Live Help Client denied your join request. | Is the check box "Approve Connections" unchecked in the Client Setup program? | On the Client server, accept join requests in a given time or leave the check box "Approve Connections" empty to allow people to join without approval. Instead of the "Approve Connections" option, you can use the Password Protection feature and the Restricted Connections List of Live Help Client for security. Use these options if necessary. For details on those options, refer to the section Live Help Client-Specific Security Settings and the section Restricted Connections in Introducing Live Help. |
The Restricted Connections List feature is enabled on the Client computer to restrict access to sessions. | Is the Restricted Connections List feature enabled on the Client computer? If so, is there an entry for your computer (IP address or host name of your computer) in the Restricted Connections List? | Click the TCP/IP Setup button in Client Setup to display the TCP/IP Setup dialog box. If the Restrict Connections radio button is selected but your IP address or host name is not specified in the Restricted Connections List, click the Add button and specify your IP address or host name. (*) | |
Your computer's host name is listed in the Restricted Connections List of the Live Help Client program, but the Client system fails to resolve it. | Can the Client system resolve your host name to your IP address? | Do one of the following to help the Live Help Client program recognize your computer properly as a permitted computer.
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The error message "Unable to access NIL_TCP.DLL" is displayed and fails to start the Live Help Client program. | In communication processes, the Live Help Client failed to bind a TCP/IP address and a TCP port to a socket. | Is TCP port 1513 not being used by an application or the operating system? | If an application is using the TCP port 1513, change the settings of the application not to use the port. If the operating system is using the port temporarily, refer to Workaround for Port Conflict and configure the OS not to use the port. |
The error message "Live Help Remote Access Service is not started. Please restart Windows or re-install Live Help." is displayed and fails to start the Live Help Client program. | After the installation, the Live Help Client program was started without rebooting the computer. | Did you reboot your computer after installing Live Help Client? | Reboot your computer. The "LiveHelp Remote Access Service" service will automatically start when the system starts. |
The "LiveHelp Remote Access Service" service is not started. | Is the "LiveHelp Remote Access Service" service listed in the Services applet in Control Panel? | If the "LiveHelp Remote Access Service" service is not listed in the Services applet, the Live Help Client program may not have been installed properly. In such case, re-install the Live Help Client. | |
In the Services applet in Control Panel, is the startup type for the "LiveHelp Remote Access Service" service set to "Automatic"? | If the "Manual" or "Disabled" option is selected as the startup type for the "LiveHelp Remote Access Service" service, change it to the "Automatic" option and restart your computer. The "LiveHelp Remote Access Service" service will automatically start when the system starts. If you see this error message although the "Automatic" option is selected as the startup type for the "LiveHelp Remote Access Service" service, the Live Help Client program may not have been installed properly. In such case, re-install the Live Help Client. | ||
The Live Help Client program is double-started. | Haven't you done both of the followings?
| The Live Help Client program will automatically start at system boot when the "Run as a Service, start Client at Windows boot" option is selected as the running method. Therefore, you don't have to and shouldn't add a shortcut to the Live Help Client program in the Startup folder.Remove the shortcut to the Live Help Client program from the Startup folder. | |
The error message "Unable to establish a connection to the Connection Manager." is displayed and fails to start the Live Help Client program. | The "Support Centers" option is selected as the communication type of the Live Help Client program, but there is no Live Help CM computer in your Live Help network environment. | Is the "TCP/IP Direct Connect" option selected as the communication type of the Live Help Client program? | When you are not using Live Help CM, select the "TCP/IP Direct Connect" option as the communication type of the Live Help Client program. It will prevent the Live Help Client program from attempting to connect to Live Help CM when the program starts. As a result, the error message will no longer appear. |
The "LiveHelp Connection Manager Service" service is not started on the Live Help CM computer. | In the Services applet in Control Panel on the Live Help CM computer, is the "LiveHelp Connection Manager Service" service started? | Start the "LiveHelp Connection Manager Service" service on the Live Help CM computer. | |
The communication from the Client computer to the Live Help CM computer over port 1514/TCP is blocked. | Are routers and firewalls configured to allow the communication from the Client computer to the Live Help CM computer over port 1514/TCP? | If the communication from the Client computer to the Live Help CM computer over port 1514/TCP is blocked, configure routers and firewalls to allow the communication. | |
Cannot join a Live Help session that another Live Help Expert is attending. The attempt to join the session fails with the message "Unable to establish a connection to all session members". | Your Live Help Expert could not communicate with the Live Help Expert attending the session. | On the computer of the Live Help Expert attending the session, are the network settings configured not to block the TCP port 1513? | In the case where more than one Expert accesses a Client or another Expert, each Expert must allow interactive port 1513/TCP communication. Refer to the section Live Help Communication Requirements in Introducing Live Help for details. |
Cannot join a Live Help session via Live Help Connection Manager (Support Center). The attempt to join the session fails with the message "Join request error." | Your Live Help Expert could not directly communicate with the Live Help Client. | Can you establish a connection from your Expert computer to the Client computer over port 1513/TCP? | If the communication from the Expert computer to the Client computer over port 1513/TCP is unavailable, change your Live Help network settings to allow the communication. Refer to the section Live Help Communication Requirements in Introducing Live Help for details. |
*: For further information, refer to the "Changing your Configuration" in the Live Help Client's Guide.
