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

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 9 SDMS
• NuGenesis 8 SDMS
• Internet Explorer 8 through 11
• IE Mode in Microsoft Edge

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. Close and reopen the browser; if the message persists, restart the client computer. Before restarting, delete cookies and history from the browser.  The utility can be found in the Start menu:
   • NuGenesis 9: Start / All Programs / NuGenesis LMS SDMS / Register SDMS MIME Type
   • NuGenesis 8: Start / All Programs / NuGenesis 8.0 / Register SDMS MIME Type
5. Do a search in the Registry for "Application/nugenesis-sdms". If you detect such values, change them to "application/nugenesis-sdms".
   • Look for all of the following keys in particular:
     1. System default which must be present for 32-bit IE:
        • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Internet Settings\Accepted Documents
     2. System default which must be present 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

This error has been seen in several customer installations after client machines are upgraded to Windows 10 version 1909 or 20H2.

The NuGenesis WebVision server examines the Accept header for the string "application/nugenesis-sdms" in the HTTP request from the client.  It examines the header whenever a user selects file(s) or report(s) to download/preview.  The comparison is case-sensitive.  If for any reason the Accept header does not contain that string, then WebVision will respond with a page that prompts the user to download the Transfer Application; otherwise the server responds with an .NGX file, which is processed by the Transfer App.

Confirm updated service release is installed.