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Contact CQ Technical Support |
This web page provides some troubleshooting tips and tricks should an error occur installation, configuration, or run-time of a CQ connectivity solution. Please follow the instructions in this section before contacting CQ Technical Support.
Diagnostic Tools
- Audit and Trace Files
- Lower Level Trace Files (for CQ-3770EE and CQ-3270EE only)
- CQ-EE Ping Test (for CQ-3770EE and CQ-3270EE only)
Connectivity and Communications
- Windows XP Firewall (for CQ-3770EE and CQ-3270EE only)
- Client-Side Firewall Settings (for CQ-3770EE and CQ-3270EE only)
License Messages
Other
This section explains how to create Audit and Trace files for CQ connectivity solutions. The information that you gather within these files helps CQ diagnose technical issues more efficiently and quickly
Please note that in most cases, the user may be required to have full Administrative privileges to the PC. If possible, be sure that the user is logged in with full Admin privileges.
Exit all CQ programs.
Select Start > (All) Programs > CQ-xxxx, where xxxx can be any number of terms. These terms include 3770, 3770 Windows, 3770 Windows 95/NT, 3770 for Windows, or something similar (i.e., 3270, 3780, etc.). If there is nothing on the (All) Programs menu that looks like any of these options, then go to the directory where the CQ product was installed (most likely, C:\CQ3770 or something similar) and double-click on the CQ_WIN file folder to open the CQ_WIN program group that is referenced in the next step.
Note: If there is no CQ_WIN icon, then the version of CQ software that the client is running is an older MS-DOS version of the software that CQ no longer supports.
From the CQ_WIN program group, select the Configurator icon.
You will now need to open the configuration file where the error is occurring so that you can change a few diagnostic settings within it. In most cases, the configuration file where the error is occurring is the file that is automatically opened when you run the Configurator. This configuration file is probably called Config1. To open a different configuration file, select File > Open Configuration. In order to determine which configuration file is the one where the error is occurring, it is the name of the file that the user uses to connect with the mainframe site. A shortcut to this file is also located in the CQ_WIN program group and appears with the CQ logo surrounded by purple "bricks".
For example, if the title bar at the top of the screen appears as CQ Configurator - Config1 - Session, then the actual name of the configuration file is the term that appears in the middle of the title bar, which in this example is Config1.
Select the Audit and Trace check boxes in the lower left hand corner of the screen. If either of these boxes is already checked, then check and uncheck it until both boxes are checked.
Select the Save button.
Select the Close button.
Run the appropriate configuration file (again, probably called Config1) so that you can duplicate the error that occurred before.
After the error has occurred, go back to the CQ_WIN program group and select the yellow folder icon usually named something such as CQ-3770 Directory, CQ-3780 Directory, or something similar.
From the window that appears, select View > Details.
From within the list of files, select the (Date) Modified button until the Arrow points down. This way, you are listing the most recently modified files at the top of the list.
Near the top of the list, you should find one or more files with the extensions .cqt, .cqa, and .cqc. These are CQ’s Trace, Audit, and Configuration files and should have been generated near the time that the error occurred. E-mail these files to CQ Technical Support at tech@cq-comm.com. Also, when you e mail these files to CQ, be sure to include your name, company name, a phone number that you can be reached at, and a detailed description of the error that is occurring. Any screen captures of the error that you may be able to send will also be helpful. A CQ Technical Support representative will begin to diagnose your error and return your call as soon as possible.
Lower Level Trace Files (for CQ-3770EE and CQ-3270EE only)
This section explains how to create a Lower Level Trace file for the CQ-3770EE and CQ-3270EE solutions. These instructions DO NOT apply to CQ's other connectivity solutions such as CQ-3770, CQ-3780, or CQ-3270. The information that you gather within this file helps CQ diagnose technical issues more efficiently and quickly.
Please note that in most cases, the user may be required to have full Administrative privileges to the PC. If possible, be sure that the user is logged in with full Admin privileges. Also, the instructions below assume the product is CQ-3770EE. these instructions also apply to the CQ-3270EE product.
Exit all CQ programs.
Select Start > (All) Programs > CQ-3770EE. If there is nothing on the (All) Programs menu that looks like any of these options, then go to the C:\CQ3770 directory and double-click on the CQ_WIN file folder to open the CQ_WIN program group that is referenced in the next step.
From the CQ_WIN program group, select the CQ-3770EE Directory icon.
Find the shortcut called Trace Utility and double-click it. If this shortcut does not exist, then run the file called trcgui.exe from the directory C:\Program Files\IBM\Trace Facility.
From the Trace screen, select Options > Preferences from the menu bar.
Under the question Where is trace data to be collected, select the second option button called Write data directly to a single file.
Under Trace save and format options near the bottom of the screen, enter a new Working directory called C:\CQ3770. You can also select the Browse button and browse to the CQ-3770EE default directory where you originally installed CQ-3770EE (most likely, C:\CQ3770)
After you have made these changes, select the OK button to return to the original Trace screen.
From the Trace screen, select each of the options listed below from each of the three columns (Function Name, Component Name, and Trace Options). When you select an option, it will be highlighted in blue. Be sure that the Trace Options listed below (the items listed at the end of each line) are selected (highlighted in blue).
User services > Node Initialization > API trace
User services > Node Initialization > Procedure trace
User services > Node Initialization > Exhaustive
APPN and APPC > N-BASE > IPS trace
APPN and APPC > NOF API > Verb trace (full data)
APPN and APPC > RUI API > Verb trace (full data)
Connectivity > EEDLC > Outbound Data
Connectivity > EEDLC > Inbound Data
Connectivity > EEDLC > Entry
Connectivity > EEDLC > Control Flow
Connectivity > EEDLC > Exit
Select the Start button and minimize the Trace window.
Run the appropriate configuration file (probably called Config1) so that you can duplicate the error that occurred before. To get to the configuration icons, select the CQ_WIN folder from the window that is currently open. The configuration icons (Config1, etc.) appear within the CQ_WIN program group.
After experiencing the problem, shut down CQ-3770EE normally.
Maximize the Trace window that was previously minimized and select the Stop button.
There should now be a file within the directory you indicated in Step 7 of these instructions (most likely C:\CQ3770) called NSTRC.trc. E-mail these files to CQ Technical Support at tech@cq-comm.com. Also, when you e mail these files to CQ, be sure to include your name, company name, a phone number that you can be reached at, and a detailed description of the error that is occurring. Any screen captures of the error that you may be able to send will also be helpful. A CQ Technical Support representative will begin to diagnose your error and return your call as soon as possible.
CQ-EE Ping Test (for CQ-3770EE and CQ-3270EE only)
This section explains how to use the CQ-EE Ping Test program and is intended for CQ-3770EE and CQ-3270EE clients only. These instructions DO NOT apply to CQ's other connectivity solutions such as CQ-3770, CQ-3780, or CQ-3270. CQ provides the CQ-EE Ping Test program for clients to confirm that port 12000 is open for bi-directional UDP traffic between the client and the host site. If this test fails, then further firewall and/or network changes must occur prior to CQ-3770EE or CQ-3270EE installation.
The CQ-EE Ping Test program (called CqEePing.exe) should have been included on your CQ Software CD.
From the workstation or server that you have either already loaded the CQ software onto or intend to load the CQ software onto, start the program called CqEePing.exe.
In the Destination IP Address field, enter the Destination IP address that you would like to test. You should receive one or more of these addresses from your host site contact.
Please note that the actual Destination IP address that you must test might be different as your network may perform some sort of Network Address Translation (NAT). If this is the case, you will need to make sure that the NAT is in place on your network and you will need to then enter the "NATed" IP into the Destination IP Address field.
Select the Start Test button.
The CQ-EE Ping Test program will send 3 bytes of data through port 12000 and then, in turn, expect to receive at least 3 bytes of data back from the host/mainframe site through this same port. This test is repeated four times.
SUCCESSFUL TEST. If the message "Sent 4 buffers. Received 4 buffers." appears, then your port 12000 is configured correctly. In most cases, this means that your other necessary ports (12001, 12002, 12003, and 12004) are also configured correctly.
FAILED TEST. If the message described in the SUCCESSFUL TEST explanation above does not appear, then you will most likely receive a message that reads "CQ-EE Ping Test Timed Out." and/or "Sent 4 buffers. Received 0 buffers." If this is the case, then further firewall and/or network changes must occur prior to CQ software installation.
You can enter in other Destination IP Addresses (i.e., the Backup IP Address) and test to make sure that these addresses are set correctly.
Windows XP Firewall (for CQ-3770EE and CQ-3270EE only)
Certain packets of data are blocked by the Windows Firewall feature included in Microsoft Windows XP when trying to connect with CQ-3770EE or CQ-3270EE. To enable your operating system to allow these packets, CQ recommends, if at all possible, that you disable the Windows Firewall. If you are unable to fully disable your Windows Firewall, then the standard UDP ports (numbers 12000 to 12004) must be added to the Windows Firewall exception list.
Follow either of the instructions below in order to allow CQ-3770EE or CQ-3270EE connectivity through the Windows Firewall.
Open Windows Firewall from the Windows Control Panel.
Select the Off option button.
Select the OK button.
Close the Windows Control Panel.
Open Windows Firewall from the Windows Control Panel.
Select the Exceptions folder tab.
Select the Add Port button to add UDP ports 12000, 12001, 12002, 12003, and 12004.
After you have added all the ports, select the OK button.
Close the Windows Control Panel.
Client-Side Firewall Settings (for CQ-3770EE and CQ-3270EE only)
The firewall changes explained in this section must be implemented on the client's firewall prior to CQ-3770EE or CQ-3270EE installation. The Firewall Administrator must enable ports 12000 through 12004 for bi-directional UDP traffic to the mainframe/host site’s assigned IP Addresses. Please note that even though the CQ software will initiate the traffic on UDP ports 12000 and 12001 to the host/mainframe site, the host/mainframe site initiates the traffic on the other UDP ports 12002, 12003, and 12004. The firewall settings must be set to allow the host/mainframe site to initiate the traffic on UDP ports 12002 through 12004.
In summary, be sure to confirm the following firewall settings before installing the CQ software:
The type of traffic is UDP.
The ports that MUST be enabled are ports 12000 through 12004.
Ports 12000 through
12004 must be enabled for bi-directional traffic.
(NOTE: The host/mainframe site MUST be
allowed to initiate the traffic on UDP Ports 12002 through 12004)
License Expiration (getting Key Codes)
This section provides instructions on how to use the CQ License Registration program to generate the annual release license necessary to run the CQ software. This program generates the annual release license through the creation of two unique Reg Codes for your computer. Follow the instructions in this section if you get a message about your license expiring in a certain number of days.
CQ also recommends that you print these instructions. You can print the instructions from this page or go to http://www.cq-comm.com/license.htm and print the instructions from there.
Exit all CQ programs.
Go to Start > All Programs > CQ-xxxx, where xxxx is the name of the CQ product that you are using.
Next, we will need to get the Serial Number from the product you are using. If you are using a CQ connectivity product, double-click on the Configurator icon. Otherwise, if you are using a CQ productivity product, double-click on the icon that you use to run the program. From the screen that appears, select the Help > About menu bar option and then write down the Serial Number. The Serial Number will appear in the format xxxx-xx-xxxxxxx.
Close out any open CQ screens so that you get back to the CQ program group that you opened in Step 2.
Select the Software License Registration icon.
A pop-up window appears that instructs you to make sure that all CQ programs are currently closed (you should have already done this in Step 1). Be sure to close all active CQ programs and then select the OK button. The CQ License Registration screen appears.
Towards the middle of the screen, you will see two Reg Codes listed. Write these Reg Codes down.
VERY IMPORTANT! Now, select the FINISH LATER button near the bottom of the screen. The CQ License Registration screen will close.
E-mail the following information
to CQ at the e-mail address
tech@cq-comm.com:
• Serial Number
• Reg Code 1
• Reg Code 2
• Company Name
• Your Name
• Phone Number
You should receive a response back from CQ within one business day. In the meantime, you can continue to run the CQ product and simply ignore any license messages that might appear.
When you receive the Key Codes back from CQ (usually within one business day), access the CQ License Registration program as you did earlier in these instructions (exit all CQ programs, select Start > All Programs > CQ-xxxx, select the Software License Registration icon).
A pop-up window appears that instructs you to make sure that all CQ programs are currently closed. Be sure to close all active CQ programs and then select the OK button. The CQ License Registration screen appears.
From this screen, the Reg Codes listed near the middle of the screen should match the Reg Codes that you previously e-mailed to CQ in Step 9. If they do not, then you will need to start these instructions over again.
Select the ENTER KEY CODES button.
From the Enter Key Codes screen, enter the Key Codes provided to you by CQ and then select the OK button.
You should get a message that states that the key codes were processed successfully. If you do not get this message, then go back to Step 11 and try to enter the Key Codes again. If this still does not work, then you will need to start these instructions over again.
Follow the instructions in this section if you get an error message that reads CQ License Corrupted.
At some point after initial CQ software installation, the CQ software was licensed by entering Key Codes that were generated by a CQ representative and then entered in by the User. This CQ software "license information" is then stored in areas of your PC that require "privileged" access. When the CQ software was licensed, the User that was logged in most likely had Administrative privileges and therefore had access to these areas. What is most likely causing the CQ License Corrupted error is that the current User logged onto the PC does not have "privileged" read/write access to these "license information" areas.
Contact your network administrator and have the new User granted the following "privileges". This should allow this User to access and run the CQ software.
HKEY_CLASSES_ROOT\CLSID\{}
Windows 95/98
C:\Windows\All Users\Application Data\CqCompComm\Windows NT based operating systems (Windows NT, Windows 2000, Windows XP, etc.)
C:\Documents and Settings\All Users\Application Data\CqCompComm
Follow the instructions in this section if you get an error message that reads CQ License Not Found.
Exit all CQ programs.
Depending on the operating system, follow one of these two paths to locate the CqLf.cqr file:
Windows 95/98:
C:\Windows\All Users\Application Data\CqCompComm
Windows NT based operating systems (Windows NT, Windows 2000, Windows XP, etc.):
C:\Documents and Settings\All Users\Application Data\CqCompComm
Right-click on the CqLf.cqr file. If the size is 0 KB, then the file most likely became corrupted during a recent shut down of the computer. Delete the file if its size is 0 KB and continue with these instructions. Otherwise, if the file size is more than 0 KB, skip to Step 8.
Once the file has been deleted, close out all windows.
When the file was deleted, it was most likely sent to the Recycle Bin. Delete the file from the Recycle Bin.
Restart the CQ software. If the error still appears, continue with these instructions.
If you are not already at the location of the CqLf.cqr file (see Step 2 above), then go there now.
E-mail the file CqLf.cqr to CQ Technical Support at tech@cq-comm.com. A CQ representative will begin to diagnose your error and return your call as soon as possible. Most likely, you will receive an updated CqLf.cqr file back from CQ. Simply place this file in the proper directory (see Step 2) and restart the CQ software.
If you have a question for CQ that was not answered on this page, please contact CQ or send an e-mail to tech@cq-comm.com and a CQ Representative will respond to your request.
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tech@cq-comm.com |
