Abacus WorkSpace

Technical Training
21st to 23rd Oct 2013
Topic: Known issues
Associated work-around
End user experience impact

Productivity Solutions,
Product & Marketing

Errors during installation

Pulse Failed to Start

Issue:
Users trying to install Abacus
WorkSpace get the message
"Pulse Failed to Start
Solution 1:
If the customer is running
Windows XP SP1 or SP2, advise
them that they are using an unsupported OS, and must upgrade to SP3.
Solution 2:
If the customer is using a supported OS, try deleting
Windows temp files in C:\Windows\Temp
User temp files for Windows Vista/7/8
C:\Users\<WinUser>\AppData\Local\Temp
User temp files for Windows XP
C:\Documents and Settings\<WinUser>\Local
After that re-run the installer.
3

Pulse Communication Wizard HTTP error occurred (401)

Issue:
While trying to run the Abacus WorkSpace installation you get the error: "HTTP
error occurred 401.
Solution 1:
Check if the user is behind a proxy.
Then check network access to
provisioning.my.sabre.com
on Port 443 with the command:
telnet
provisioning.my.sabre.com
443

Pulse Communication Wizard HTTP error occurred (401)

(Cont..)
Solution 2:
Rename the program folder.
Windows Vista/7/8
%HOMEPATH%\AppData\Local\Abacus WorkSpace
Windows XP
%PROGRAMFILES%\Abacus WorkSpace
Windows XP 64bit
%PROGRAMFILES%(x86)\Abacus WorkSpace
Then, run the installer.

Pulse Communication Wizard HTTP error occurred (401)

(Cont..)
Solution 3:
Try to remove any previous trace of a Abacus WorkSpace installation
on the system.
%TEMP%\X.X.0.pulseinstaller
%TEMP%\hsperfdata_WindowsUserID
%TEMP%\pulse3-installXXXXXXXXXXXXXXXXXXX
%TEMP%\pulse-installer-workspaceXXXXXXXXXXXXXXXXXX
To check previous directories check the .abacusworkspace.locator file
%WINDIR%\.abacusworkspace.locator
Try to rename the following folders and files:
Windows Vista/7/8
%HOMEPATH%\AppData\Local\Abacus WorkSpace
Windows XP
%PROGRAMFILES%\Abacus WorkSpace
Windows XP 64bit
%PROGRAMFILES%(x86)\Abacus WorkSpace
After that, run the latest installer to finish the installation.
6

Pulse-explorer executable launcher unable to locate

companion shared library
Issue:
While trying to install Abacus
WorkSpace you get the error "Pulseexplorer executable launcher unable to
locate companion shared library".

After Clicking OK you receive

"Pulse Failed to Start

The files extracted during the installation are corrupted or invalid.

Pulse-explorer executable launcher unable to locate

companion shared library (Cont..)
Solution :
Browse to the AWS install folder
Windows Vista/7/8
%HOMEPATH%\AppData\Local\Abacus WorkSpace
Windows XP
%PROGRAMFILES%\Abacus WorkSpace
Delete the full Abacus WorkSpace folder
Run the installer again
Note:
If the issue persists, consider deleting the temp files before running the
installer (default is as below)
Windows Vista/7/8
C:\Users\<WinUser>\AppData\Local\Temp
Windows XP
C:\Documents and Settings\<WinUser>\Local Settings\Temp
8

Pulse could not perform the request and

Cannot transition from a state other than the current state
Issue:
When running the installer, the Pulse could not perform error message
pops-up. After clicking Next, the Cannot transition from a state message
pops-up. It is not possible to continue from this point.

Solution :
Run the installer again.
We may need to push a new blueprint and / or delete temporary files
9

Unexpected Error Occurred While Preparing to Install

and/or Launch Selected Profile
Issue:
While installing Abacus WorkSpace, you get the below error message,
"Unexpected Error Occurred While Preparing to Install and/or Launch
Selected Profile".

10

Unexpected Error Occurred While Preparing to Install

and/or Launch Selected Profile (Cont)
Solution:
The user was unable to retrieve the binaries from updatesite.my.sabre.com.
This could be for several reasons:

The connection was very slow and several binaries failed to download
Click "Back" then Click "Install" again.
Click "Show Details" to see if the files are being downloaded.
If this continues to fail consider downloading the Prepackaged Installer
on fast connections or shipping a USB Drive for slower connections.

The user does not have access to the updatesite.my.sabre.com DNS
Open a DOS prompt and make sure a ping to
updatesite.my.sabre.com resolves (the IP will vary as it is akamai hosted).
Check with the IT to verify their proxy and / or firewall is allowing
traffic to that DNS on port 80.
If this continues to fail consider downloading the Prepackaged Installer
on fast connections or shipping a USB Drive for slower connections.
11

Unexpected Error Occurred While Preparing to Install

and/or Launch Selected Profile (Cont)
Solution (cont..)

The user is on Shared Cache and cannot access the server
Browse to C:\Windows and open the .abacusworkspace.locator
file. If the file contains a line
com.genuitec.pulse.client.sharedcache.location=shared cache
location then they are shared cache
Note the shared cache location and verify that the user has access
to it.
If there is no reference to sharedcache in the locator file then the
user is not using Shared Cache and this would not be the problem
cause.

An Antivirus / Firewalls could be blocking the internet access for the
installer. Advise the customer to create an exception for pulseexplorer.exe, or momentarily disable it while installing.
12

Direct Connection - Pulse Communications Wizard

"Unable to Connect to Server"
Issue:
While running the Abacus WorkSpace installation you get the below pop up
with the message "Unable to Connect to Server
Solution:
User cannot reach
provisioning.my.sabre.com.
Check connectivity to
provisioning site.
Also you can click Cancel on
the window.
Then verify that there is no
"Pulse" option under Start >
Programs. If there is, uninstall
it.
13

An Error Has Occurred (During Installation)

Issue:
While trying to run the Abacus
WorkSpace installation you get the
error:
"An error has occurred. See the log
file...
Solution 1:
Run the installer again
Solution 2:
Reinstall using the Seed Installer

14

7 Zip Errors
Issue:
When trying to install Abacus
WorkSpace you get an error about 7zip
Solution:
The installer is corrupted. Re-download the installer. If the error occurs
again it will be necessary to delete the temporary files.
Make sure Hidden Files and Folders is set to "Show...
This can be done under My Computer: Tools > Folder Options the
View Tab.

15

7 Zip Errors
Solution (cont):
Browse to
Windows Vista/7/8
C:\Users\<WinUser>\AppData\Local\Temp
Windows XP
C:\Documents and Settings\user\Local Settings\Temp
NOTE: You can go there directly by typing %temp% in the RUN box
Delete the contents of the folder.
If you receive an "in use" error, end the task pulse-explorer.exe or
reboot the computer

16

Failure Initializing Installer

Issue:
While installing Abacus WorkSpace you get the error:
"An unexpected failure occurred initializing the installer."

Solution 1:
Make sure the folder
...\Abacus
WorkSpace\Common\Configuration\v2\org.eclipse.equinox.p2.engine\profileRegistry

has read/write permissions.

Solution 2:
Delete the profile Registry folder.

17

Error Preparing Installer

Issue:
While installing Abacus WorkSpace
you get the error:
"Could not find requested software
[com.sabre.edge.app.pmt]."
Solution:
Rename both Abacus WorkSpace
folders and run the installer again.

18

Failed to load the JNI shared library ".../jvm.dll"

Issue:
While installing Abacus WorkSpace you get the error "Failed to load the
JNI shared library '.../jvm.dll". After Clicking OK you receive "Pulse
Failed to Start
Solution 1:
Verify that the file does exist in the specified path (as above). If it is not
there, check the Anti-virus settings.
Solution 2:
Launch the installer running as administrator, and set
abacusworkspace.exe to run as administrator.
19

Errors during launch

20

S02 Error

Issue:
Application sidebar grayed out after 1st launch when getting an S02 error.
Solution:
Click Next to clear the LNIATA (OAA)

21

Profile page prompts each time Abacus WorkSpace is

launched
Issue:
Profile page prompts each time
Abacus WorkSpace is launched.
Solution 1:
Make sure both Abacus WorkSpace
folders have read/write
permissions.
Solution 2:
If that does not work, try launching
Abacus WorkSpace as admin.
(Right click > Run As Administrator)

22

JVM Terminated - Exit code= n

Issue:
While trying to launch Abacus WorkSpace you get the error:
"JVM Terminated - Exit code= -1 or JVM Terminated - Exit code= 13
This error message indicates a problem/corruption with the Java installation.
Solution 1:
If Java is installed, test the installation. Reinstall / uninstall as needed.
(http://www.javatester.org/ by clicking on the Test the version of Java your
browser is using)
Solution 2:
Reinstall Abacus WorkSpace to replace the bundled JVM

23

An Error Has Occurred (During Launch)

Issue:
While trying to launch Abacus WorkSpace
you get the error:
"An error has occurred. See the log file....
Solution 1:
The current Windows user does not have full rights on the Abacus WorkSpace
folder. Check that the Abacus WorkSpace folder has full rights before re installing
Solution 2:
Rename the user folder for the affected agent under:
Windows Vista/7/8
C:\Users\<WinUser>\Abacus WorkSpace\Settings\<PCC_EPR>
Windows XP
C:\Documents and Settings\<WinUser>\Abacus
WorkSpace\Settings\<PCC_EPR>
Solution 3:
Reinstall Abacus WorkSpace to a custom path where the user has full rights.

24

User preference location not available

Issue:
When launching Abacus
WorkSpace this error comes up
prior to the login screen.
Solution 1:
Grand read/write permissions to both Abacus WorkSpace folders.
Solution 2:
Edit user's config.ini file located by default under:
Windows Vista/7/8
C:\Users\<WinUser>\Abacus WorkSpace
Windows XP
C:\Program Files\Abacus WorkSpace\Profiles\PCC_EPR\configuration\
Look for @user.home and replace it with:
Windows Vista/7/8
Keep in mind you need to
C\:\\Users\\<WinUser>
follow the logic: {Driver
Windows XP
Letter}\:\\(Folder)\\(Folder)
C\:\\Documents and settings\\<WinUser>
25

User preference location not available (Cont)

Solution 3:
Reinstall Abacus WorkSpace to a custom path where the user has full
rights.
Use the .abacusworkspace.locator file to redirect the installation

26

This application is already in use

Issue:
The file \Settings\PCC_EPR\.metadata\.lock cannot be accessed. This can
be due to another instance of the application being open or the user settings
directory is inaccessible.
Solution 1:
End the abacusworkspace.exe process from the task manager.
Solution 2:
Reboot the computer.
Solution 3:
Manually delete the .lock file located in the user settings folder

27

The abacusworkspace executable launcher was

unable to locate its companion shared library
Issue:
After clicking on the Abacus
WorkSpace icon, you get the error
shown
Solution 1:
The abacusworkspace.ini file located under C:\Program Files\Abacus
WorkSpace\Profiles\PCC_EPR\ could be corrupted or missing. You can
replace it with the one from another after modifying it to match the affected
users paths.
Solution 2:
The abacusworkspace.exe file is trying to run from an invalid location (i.e.
Desktop). Check its location and restore the *.exe file to the correct one.

28

Unable to launch the application

Issue:
Abacus WorkSpace was unable to launch the Abacus VPN
Solution:
Click on the Details button for more information regarding the cause of this
issue. The most common are:
An Antivirus, Firewall, or Proxy is blocking Javaws.exe.
sabrevpn.sabre.com is not accessible.
The Java cache is not enabled or is corrupted.
The installed Java is corrupted

29

Partially Connected
Issue:
While running Abacus WorkSpace you get one of these messages on the
bottom right side.
Web content not available

Solution:
Connection to the web content is not
available.
Test access to
mysabregxws.my.sabre.com and
general Internet connection reliability.

Host connection not available

Solution:
Host connectivity has been
lost while the agent is in
Abacus WorkSpace.
Verify the Abacus WorkSpace
has not been closed. Close
and Open Abacus
WorkSpace. Check for other
errors.
30

Safe Mode
Issue:
After you open Abacus WorkSpace
and sign in you get the pop up with the
message: "Safe Mode"
Causes :
User does not have access to
auth.my.sabre.com
User does not have access to
mysabregxws.my.sabre.com
Siteminder is down.

31

Safe Mode (Cont)

Solution:
Check if an antivirus/firewall is blocking the internet access for the
application.
Check if there is an invalid proxy configured in Abacus WorkSpace
Test access to auth.my.sabre.com
Test access to mysabregxws.my.sabre.com
If a large number of sites are reporting issues, Siteminder could be down.
Check the system date and time and confirm that they are set correctly
Close Abacus WorkSpace and re-launch it.
Note:
The Tools > Options menu will not show while in safe mode.
32

Unable to Sign-In
Issue:
After clicking on Sign In, the agent is getting
a message Unable to Sign-In
Solution 1:
Check the system date and time.
Solution 2:
Make sure the customer has access to
https://auth.my.sabre.com. You can test
from the Command Prompt with: telnet
auth.my.sabre.com 443
Solution 3:
Make sure no antivirus/antispyware is
blocking abacusworkspace.exe from
connecting to the internet.
Solution 4:
Make sure the system date and time are correct
33

Abacus WorkSpace is unable to launch due to connection

issues

Issue:
When launching Abacus WorkSpace you get the above error
Solution:
Check that the Abacus VPN is running and with no errors.
If there are no error messages, quit and re-launch the Abacus VPN
Note:
If the user has selected TASharing, they might get to the
emulator, and see the error message HOST UNREACHABLE

34

An unauthorized user configuration has been detected...

Issue:
When launching Abacus WorkSpace you get the above error
One or more of the Abacus WorkSpace plugins is corrupted / damaged
Solution 1:
Replace the affected plug-ins (shown in the error message) with working ones
from another computer. Files are located by default under:
Windows Vista/7/8
C:\Users\<WinUser>\AppData\Local\Abacus
WorkSpace\Common\plugins
Windows XP
C:\Program Files\Abacus WorkSpace\Common\plugins
35

An unauthorized user configuration has been detected...

(Cont)
Solution 2:
Grant full control over the Abacus WorkSpace installation path
Windows Vista/7/8
C:\Users\<WinUser>\AppData\Local\Abacus WorkSpace
Windows XP
C:\Program Files\Abacus WorkSpace
Solution 3:
Reinstall the application into a new folder.
Windows "Users" group must have full control over the Abacus
WorkSpace folder.

36

S01 Error

Issue:
The LNIATA configured in Abacus WorkSpace is invalid.
Solution:
Input a valid LNIATA under Tools > Options > Connection > LNIATA.

37

Login Freeze
Issue:
After logging into Abacus WorkSpace, the agent's
credentials get grayed out and the login screen freezes
Solution 1:
Look for an Antivirus / Firewall that could be
blocking abacusworkspace.exe
Instruct the customer to create an exception in their
security software
Solution 2:
Modify the Abacus WorkSpace shortcut.
In the target add the following parameter at the end "-clean. After that the
target should look like this
Example:
C:\Users\<WinUser>\AppData\Local\Abacus
WorkSpace\Profiles\PCC_EPR\abacusworkspace.exe" clean
Note:
Make sure you remove the above parameter from the shortcut after the
customer is logged in to Abacus WorkSpace

38

Entry Point Not Found / KERNEL32.dll Error

Issue:
After launching Abacus WorkSpace you get the error message: "The
procedure entry point DecodePointer could not be located in the dynamic link
library KERNEL32.dll
Solution:
Customer is using an unsupported Operating System (OS)
Have them update to Windows XP Service Pack 3 or newer.

39

Null pointer Exception in Encode/Decode

Issue:
When selecting Encode/Decode in Abacus WorkSpace this error message
appears
Solution:
Rename the .metadata folder by default under:
Windows Vista/7/8
C:\Users\<WinUser>\Abacus WorkSpace\Settings\PCC_EPR
Windows XP
C:\Documents and Settings\<WinUser>\Abacus
WorkSpace\Settings\PCC_EPR
The folder needs to be renamed by adding characters to left of the .
(Example: bkp.metadata)
40

Thank You