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Prompted to install the NuGenesis Transfer App when it's already installed - WKB967

Article number: 967

SYMPTOMS

  • User is prompted to install the NuGenesis Transfer Application when attempting to preview a report or download a file from WebVision, and the Transfer App is already installed on their PC.

ENVIRONMENT

  • NuGenesis 8 SDMS
  • Internet Explorer 8 through 11

CAUSE

The NuGenesis Transfer Application is not properly registered in Windows. Specifically, the Internet Explorer browser does not include "application/nugenesis-sdms" in the Accept header of the HTTP requests to the NuGenesis web server.

FIX or WORKAROUND

  1. Verify that the Transfer App is installed; run the Auto IQ for the Transfer App and check for failures in the log file
  2. Add the WebVision server to IE's Trusted Sites security zone and its Compatibility View list. Both are required for proper operation of the WebVision site
  3. (NuGenesis 8 SR1 only) Check for 64-bit IE, which by default does not work with the Transfer App
  4. Run the "Register SDMS MIME Type" utility on the PC. It's in the Start menu or Start screen > All Programs > NuGenesis 8.0. Close and reopen IE; if the message persists, restart the client computer. Before restarting, delete cookies and history from the browser
  5. Do a search in the Registry for "Application/nugenesis-sdms". If you detect such values, change them to "application/nugenesis-sdms".
    • Look for the following keys in particular:
      1. System default for 32-bit IE:
        • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Internet Settings\Accepted Documents
      2. System default for 64-bit IE:
        • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Accepted Documents
      3. User-specific registry keys, found in HKEY_USERS\[user SID]\Software\... .  These keys may not be present for all accounts on the machine, in which case the system default keys would be in effect for those users
  6. Restart the client machine
  7. Delete the user's profile. In some cases, Internet Explorer sends "Application/nugenesis-sdms" in the Accept header. This is caused by an error in the user's profile, and clearing the profile from the client machine (or Citrix server, if they're using Citrix) is the only known fix for this issue.

ADDITIONAL INFORMATION

 

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