The Web-Based Issue / Bug Tracking Software / System

FAQ

Questions

Answers

General

1.    Does Issue Tracking Anywhere trial have any limited functionalities?

No. Issue Tracking Anywhere trial is a full functional version with 30-day trial period.

2.   Is it necessary to reinstall Issue Tracking Anywhere after purchasing?

No. After purchasing, it is not necessary to reinstall the ITA. Inputting the permanent serial number will activate the product.

3.   Who do I contact if I need technical support?

Use LiveHelp. LiveHelp is an online chat service for our customers to interact with our support professional in real time.
You can email our support team. Our email address for Issue Tracking Anywhere family products is .

4. I would like to request some features in the next version of Issue Tracking Anywhere. Where do I make these requests?

Your feature requirement is very important to us. Please email us at:

5. I have problems. What should I do?

The information on most of questions can be found in the documentation or in this FAQ. Write to our support team to get more help.

6. What is Live Help?

DynamSoft is committed to providing the best customer support in the industry. Our support team is ready to offer no time limit, high quality, friendly and responsively technical support for our valued registered users.

We provide at least 20 hours Live Support per weekday. Live Support is an online chat service for our customers to interact with our support professional in real time.

Recognizing our world wide customers locate in different time zones, we proudly provide at least 20 hours Live Chat Support (Live Help) each day from Monday to Friday.
If you visit between Monday and Friday, and happen to see our Live Help support professional is offline, please wait a moment and our support professional will be with you shortly.
When the Live Help support professional is offline, you can also leave a message and we would response promptly.

Installation

1. How to install Internet Information Services (IIS)?

For Windows 2003 users:
To install IIS, please follow steps below:

1) In the Control Panel, double-click on Add or Remove Programs.

2) Click Add/Remove Windows Components.

3) In the Components list box, click Application Server, and then click Details.

4) In the Subcomponents of Application Server box, click Internet Information Services (IIS).

5) Click Next to start the installation of IIS.

For Windows XP or Windows 2000 users:
To install IIS, please follow steps below:

1) In the Control Panel, double-click on Add or Remove Programs.

2) Click Add/Remove Windows Components.

3) In the Components list box, click Internet Information Services (IIS).

4) Click Next to start the installation of IIS.

For Windows Vista users:
To install IIS, please follow steps below:

1) Click Start and then click on Control Panel.

2) In the Control Panel, click Programs and Features and then click Turn on or off Windows features.

3) In the Windows Features dialog box, click Internet Information Services, IIS 6 Scripting Tools under IIS 6 Management Compatibility and CGI and ISAPI Extensions under World Wide Web Services -> Application Development Features, and then click OK to start the installation of IIS.

2. How to check the version of Internet Information Services (IIS)?

To check the version of Internet Information Services (IIS), please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS) manager.

3) In the left pane, the corresponding version information will show in the Version column.

3. How to install Microsoft .Net Framework 1.1?

To install the .NET Framework 1.1, please follow steps below:

1) Download the .NET Framework 1.1, visit the following Microsoft Web site:
http://www.microsoft.com/Downloads/details.aspx?FamilyId=262D25E3-F589-4842-8157-
034D1E7CF3A3&displaylang=en

2) Double click the Installer wizard to install Microsoft .Net Framework 1.1.

Note:

For Windows XP or Windows 2000 users:
Open Start -> Control Panel -> Add or Remove Programs to check whether Microsoft .Net Framework 1.1 has been installed in your machine or not.

For Windows 2003 users:
You need to register ASP.NET by running the following command: "%windir%\Microsoft.NET\Framework\v1.1.4322\aspnet_regiis.exe -i".

For Windows Vista users:
In addition to installing Microsoft .Net Framework 1.1, you need to install Microsoft .Net Framework 1.1 Service Pack 1. It's available here: http://www.microsoft.com/Downloads/details.aspx?familyid=A8F5654F-088E-40B2-BBDB-A83353618B38&displaylang=en.

4. How to configure Microsoft .Net Framework 1.1 for ITA website when there are more than one Microsoft .Net Framework versions existing in the machine?

For Windows XP or Windows 2000 users:
To configure Microsoft .Net Framework 1.1 for ITA website, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) In the Navigation pane, right click Web Site -> ITA (ITA is the virtual directory name you have input during the installation), and click Properties.

4) In ASP.NET tab, select 1.1.4322 for the ASP.NET version.

For Windows 2003 users:
To configure Microsoft .Net Framework 1.1 for ITA website, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) In the Navigation pane, right click Web Site -> ITA (ITA is the virtual directory name you have input during the installation), and click Properties.

4) In ASP.NET tab, select 1.1.4322 for the ASP.NET version.

5) Click Internet Information Services (IIS) -> Web Service Extensions node, right click on "ASP.NET v1.1.4322" and click "allow".

For Windows Vista users:
To configure Microsoft .Net Framework 1.1 for ITA website, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) In the Navigation pane, click Web Site -> Default Web Site -> ITA (ITA is the virtual directory name you have input during the installation), in the right Actions pane, click Basic Settings under Edit Application, change the value of Application pool from DefaultAppPool into ASP.NET 1.1, and click OK.

4) In the Navigation pane, double click IIS Service name -> ISAPI and CGI Restrictions, double click ASP.NET v1.1.4322, check Allow extension path to execute.

5. How to install Microsoft Data Access Components (MDAC)?

1) Download the Microsoft Data Access Components (MDAC), visit the following Microsoft Web site: http://www.microsoft.com/Downloads/details.aspx?FamilyID=6a7d785f-c2e0-
471d-a33b-82ad1d514737&DisplayLang=en.

2) Double click the Installer wizard to install Microsoft Data Access Components (MDAC).

6. How to check the version of Microsoft Data Access Components (MDAC)?

To check the version in registry, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "regedit" and then click OK; this starts Registry Editor.

3) In the Navigation pane, drill-down to the following path:

HKEY_LOCAL_MACHINE\Software\Microsoft\DataAccess

4) In the Details pane, look in the Name column for FullInstallVer and Version. Each of these keys will have corresponding version information in the Data column.

5) When finished, click Exit on the Registry menu to close Registry Editor.

7. How to check the authentication mode of SQL Server?

For SQL Server 2000 users:
To check the authentication mode, please follow steps below:

1) Open SQL Server Enterprise Manager.

2) Right click Server name, and click Properties.

3) Click Security tab, and the authentication mode information will show.

For SQL Server 2005 users:
To check the authentication mode, please follow steps below:

1) Open SQL Server Management Studio.

2) Right click Server name, and click Properties.

3) In the left pane, click Security tab, and the authentication mode information will show on the right.

For SQL Server Express users:
To check the authentication mode, please follow steps below:

1) Open Start-> All Programs-> Microsoft SQL Server 2005 -> SQL Server Management Studio Express.

2) Right click Server name, and click Properties.

3) In the left pane, click Security tab, and the authentication mode information will show on the right.

8. How to enable remote client connections of SQL Server 2005?

1) Click Start -> All Programs -> Microsoft SQL Server 2005 -> Configuration Tools -> SQL Server Surface Area Configuration.

2) Click Surface Area Configuration for Services and Connections.

3) On the left navigate pane, click Remote Connections under Database Engine node, click Local and remote connections, and click OK.

4) Restart the Database Engine service.

Troubleshooting

1. Why does the default user Admin continue to function fully when the license expires?

It is correct. That is exactly what we designed. The default user Admin will never time out. But other users will be unable to log on the system when the license expires.

2. Why the Email can not be sent to the related person when the Email Notification has been configured for the issue type?

There are two possibilities. Please verify the following items:

Verify that the Email Server has been configured successfully.
Verify that the Send frequency in SMTP Mail Server page is not Never.

3. Why do I get error message "The page cannot be found." when you visit "http://Servername/ITA"?

There are three possible reasons for this problem. Please verify the following:
The Servername in the URL "http://Servername/ITA" is correct.
The virtual directory name in the URL "http://Servername/ITA" is correct. The default virtual directory name is ITA.
The Internet Information Services (IIS) has started and configured correctly. To configure IIS correctly, please click here.

4. Why do I get error message "SQL Server does not exist or access denied." when installing ITA?

There are three possible reasons for this problem. Please verify the following:

SQL Server 2000, MSDE, SQL Server Express, SQL Server 2005 or later has been installed in your local or server machine.
SQL Server has started.
The remote client connections of SQL Server are allowed if you want to connect to remote SQL Server. To enable remote client connections of SQL Server, please click here.
The server IP or name in the SQL Server edit box is correct.

For SQL Server, you can specify the server IP or name in the SQL Server edit box. For SQL Server Express, you need to use the server name or IP address, plus "\", plus the server instance name. The default instance name is "SQLEXPRESS". So for SQL Server Express, you have "ServerName\SQLEXPRESS" for the SQL Server edit box. For example, you can input "(local)\SQLEXPRESS" in the SQL Server edit box if SQL Server Express has been installed locally.

5. Why do I get error message "The process cannot access the file because it is being used by another process. (Exception from HRESULT:0x80070020)" when you visit "http://Servername/ITA"?

This problem occurs when the port of virtual directory ITA is used by other applications. You can use Microsoft Port Reporter tool to scan which ports have been already used. Port Reporter tool is available at: http://www.microsoft.com/Downloads/details.aspx?FamilyId=69BA779B-BAE9-4243-
B9D6-63E62B4BCD2E&displaylang=en

For Windows XP or Windows 2000 or Windows 2003 users:
To change the port of virtual directory ITA, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts the click Default Web Site, and click Properties.

4) In Web Site tab, in Web Site Identification, input an unused port in TCP Port textbox, and then click OK.

For Windows Vista users:

To change the port of virtual directory ITA, please follow steps below:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) In the Navigation pane, click Default Web Site, in the right Actions pane, click Bindings under Edit Site.

4) Highlight TCP Port, click Edit, and input an unused port in Port textbox, and click OK.

6. Why the Session timeout setting doesn't work?

To troubleshooting this problem, please follow steps below:

For Windows 2003 users:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) Right click the Application Pools which is used by ITA, and select Properties.

4) In Performance tab, change the value of Idle timeout to be bigger than the one you set in Session timeout in Issue Tracking Anywhere, and click OK.

For Windows Vista users:

1) On the Start menu, click Run.

2) In the Open text box, type "inetmgr" and then click OK, this starts Internet Information Services (IIS).

3) Click the Application Pools which is used by ITA, and right click Advanced Settings.

4) In Process Model, change the value of Idle timeout to be bigger than the one you set in Session timeout in Issue Tracking Anywhere, and click OK.

7. Why do I get error message "Windows NT user or group 'computername\computernames' not found. Check the name again." during installation?

1) Install Microsoft SQL Server Management Studio Express. It's available here: http://www.microsoft.com/Downloads/details.aspx?FamilyID=c243a5ae-4bd1-
4e3d-94b8-5a0f62bf7796&displaylang=en

2) Set new password for sa.

3) Enable login for sa.

4) Change SQL Server authentication to "SQL Server and Windows Authentication mode".

5) Restart SQL Server Service.

6) Reinstall ITA, and use SQL Server authentication during the installation.

How To

1. How to log on Issue Tracking Anywhere?

To start ITA, please follow steps below:

1) Visit the URL: http://Servername/ITA.

Note that Servername is the name or the IP address of the server in which Dynamsoft Issue Tracking Anywhere is installed, and ITA is the virtual directory name you have input during the installation. If you have input a different virtual directory name during installation, change ITA to the one you have created.

2) Use the default user named "Admin" with no password to log on the system for the first time.

For error message "The page cannot be found" when you visit "http://Servername/ITA", please click here.

2. How to create a new issue?

To create a new issue, please follow steps below:

1) Set current project in project dropdown list on the top issue menu bar of Issue Tracking page.

2) Click Create Bug, Create Feature, Create Task or other else on the top issue menu bar, or click Create Issue node under the project node on the left tree menu, and the Create Issue page appears, as seen in the following figure (click to view the full image):

3) Fill in the blanks. Required fields are indicated by yellow shading.

4) Click Save to add a new issue.

3. How to add a custom field for the issue type of the project?

1) Add a custom field in the system.
For more information about adding a custom field in the system, please refer to: http://www.dynamsoft.com/help/ITA/Field/AddField.htm

2) Add the newly added custom field to the Fields Management of an issue type in a project.
For more information about managing fields in an issue type, please refer to:
http://www.dynamsoft.com/help/ITA/Project/FieldsManagement.htm

3) Add the newly added custom field to the Form Management of an issue type in a project.
For more information about managing form in an issue type, please refer to: http://www.dynamsoft.com/help/ITA/Project/FormManagement.htm

4. How to add a custom query?

1) Click Public Queries node or Private Queries node under Project Queries node on the left tree menu of Issue Tracking page in the system, and the Public Queries/Private Queries in Project Queries page appears.

2) Click Add on the top left of the Public Queries/Private Queries in Project Queries page, and the Add Query page appears, as seen in the following figure (click to view the full image):

3) Input the query name. Query name cannot be empty.

4) Click Save to add the new query.

5. How to edit a custom query?

1) Click Public Queries node or Private Queries node under Project Queries node on the left tree menu of Issue Tracking page in the system, and the Public Queries/Private Queries in Project Queries page appears.

2) Select the query that you wish to modify on Public Queries/Private Queries in Project Queries page, and click icon in Edit column on the right, the Edit Query page appears as seen in the following figure (click to view the full image):

3) Click Add Condition on the top right of query conditions table, and the Add Condition page appears, as seen in the following figure (click to view the full image):

4) Click each column in the query condition to fill in the condition.

5) Click Save to add the new condition.

6. How to upgrade to Issue Tracking Anywhere 3.1?

For those who need to upgrade to Issue Tracking Anywhere 3.1, please note:

1) Please backup your old database before installing the new one.

2) Click the installer wizard to install the new one.

3) If you upgrade from 2.0, please write to

to ask for upgrade.

Licensing

1. If I already have licenses, can I add more licenses later when I need it?

Yes. You can purchase additional licenses and add them in License List. For information about how to input the serial number, please click here.

2. If I have purchased 5-user serial number, do I need another 5-user serial number when I want to increase the number of users to 10? Or do I just need to pay for the price difference between 5-user and 10-user serial numbers?

We take the different order as the separated one. You need to purchase another 5-user serial number rather than just pay for the price difference.

3. Does the default user Admin count one license?

Yes. The user Admin is seen as an active users in the system, and it counts one license count.

4. What is included in the subscription?

Subscription includes updates and support.

5. Where should I input the serial number?

1) Click Licenses in the System Settings dropdown list on the top menu bar of the System Admin page, and the License List page appears, as seen in the following figure (click to view the full image):