Summary:
You receive a message stating ‘SnapCharT® failed to load’ when attempting to open a new SnapCharT®.

SnapCharT Failed

Details:
The new SnapCharT® tool is built as an ActiveX control that is integrated into the web application and housed on the web server. The ActiveX control utilizes windows based functions including print, print preview, text functions (font and color chooser), and export functions. The security policy change is required in order to access these functions. Export functions include exporting the SnapCharT®s to picture formats (bmp, jpeg, etc,) and to PDF.  Below you will find a series of steps to resolve this issue.

Step 1: Run the SnapCharT® Batch File

The first step is to run the batch file SnapCharTClientSecuritySetup.bat that is downloaded by clicking on the link inside the error message shown below:

SnapCharT-Failed

However, before executing this file, we want to add the word pause to the end of the batch file.  To do this, you right-click on the batch file and select open with.  You can open it with any text editor, we suggest using the Notepad application.

After adding the word ‘pause’ to the end of the file, you will need to save the file and then run it again as an Administrator.

If successful, you will get a message that stating “Added union code group with ‘-Url’ membership condition to the Machine level.”  You are now ready to move to Step 2.

If the batch file is not successful, and you receive the message “access denied,” you will need to contact your IT department to grant you the correct administrative rights.  After obtaining administrative rights, execute the batch file and once successful, proceed to Step 2.


Step 2: Add as a Trusted Site in Internet Explorer

Starting with Internet Explorer 8, the local URL(http:// address) for your internal TapRooT® site needs to be added as a trusted site.

**Note** You may need to verify with your IT department if the site is a secure site and requires https:// instead of http:// to access the site.

To do this you follow the steps below:

  • Select Tools > Internet Options, select the  ‘Security’ tab
  • Click on Trusted sites (green check) and press the [Sites] button.
  • Verify that the address used to connect to your internal TapRooT® site is listed in the first box (ex: http://taproot.mycompany.com).
  • Remove the check from the line stating Require server verification (https:) for all sites in this zone
  • Press the [Add] button to add the site as a trusted site.

Trusted_Sites_SelectionTrusted_Sites_Window

Once the site has been added, go back into the TapRooT® web software and attempt to open a SnapCharT®.  If the issue persists, proceed to step 3.


Step 3: Determine the Scope of the Issue.

To better understand the nature of the issue, you will need to determine if this issue is isolated to a particular user or if other users are experiencing the same issue attempting to open a SnapCharT®.

If other users are experiencing the same issue, skip ahead to Step 5, otherwise follow the steps outlined below:

  • Log in to http://demo.taproot.com with the username and password of test
  • Follow the process defined in Step 1 and Step 2 of this article and verify that you can open a SnapCharT®.  If you are still unable to open a SnapCharT® proceed to the next Step.


Step 4: Investigate Local and Group Policies. (IT Department)

Once it’s been determined that the user is unable to open a SnapCharT® both on the local intranet site as well as on our demo site, the culprit is most likely local or group policies.  The IT department will need to examine any IT policies tied to the user’s profile, machine, or Organizational Unit where the computer resides.  It’s important to make sure that Active X controls are allowed and that the internal URL for the TapRooT® site is listed as a trusted site.  Adding the explicit site and not just the domain may also be required.

Step 5: Configure IIS for Scripts Only (IT Department)

Occasionally, you may run into an issue where multiple users are unable to access the SnapCharT® tool despite completing the previous steps.  At this point, it becomes necessary to verify that the TapRooT® site is set for Scripts Only  instead of Scripts and Executables. The way to change this setting is below:

IIS 6 

  • Right-click on website and select Properties
  • Select the Home Directory tab
  • Under the Execute permissions: dropdown box, select  Scripts Only and press [OK]

IIS 7+

  • Highlight the website and click in the Handler Mappings  icon.  
  • On the column over on the far right side of the window click on Edit Feature Permissions and deselect Execute and select Scripts


For questions please call 1-865-357-0080

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