This article describes the steps the Client must follow to ensure that the issues being reported are reasonably-suspected to be Appeon Product Issues.  It is important the Client carefully follows this checklist to avoid wasting precious down time and frustrated users.  Appeon Technical Support will only assist with Appeon Product Issues. 

Application Server Does Not Start

This is NOT an Appeon Product Issue and is NOT covered by Technical Support. 

Web Browser Does Not Start

This is NOT an Appeon Product Issue and is NOT covered by Technical Support. 

Browser Plugin Does Not Load

Ensure the following before contacting Appeon:

• Supported Windows OS and Web browser version are being used.
• The URL is added to the Internet Explorer trusted sites list and the security for the zone is set to medium or lower.
• The URL used to launch the application ends in index.htm NOT application.htm (even though after accessing from index.htm it automatically redirects to application.htm).
• If it still fails, restart the computer, disable the anti-virus program and try again.
• If it still fails, disable UAC (Use Account Control), restart the computer so the change takes effect, and try again. 

Please note that these steps will resolve 99% of the issues, and the remaining 1% are still always configuration issues preventing the browser plugin from loading properly.

HTTP 404 Error

If you get an HTTP 404 error this is NOT an Appeon Product Issue and is NOT covered by Technical Support. 

We suggest you try the following:

• Verify that the Web and application server are running properly. 
• Verify there is network connectivity between the Windows PC and the server.
• Verify that a non-Appeon Web page can be loaded.  For example, if the Appeon Web URL is www.domain.com/myapp/index.htm then verify that www.domain.com/index.htm brings up the index.htm page on the Web root of the Web server.
• Verify that the appropriate folder and HTML pages exist on the Web server.  For example, if the Appeon Web URL is www.domain.com/myapp/index.htm then on the Web root of the Web server there should be a folder called “myapp” that contains the file index.htm.

Cannot Login/Run the Application

Ensure the following before contacting Appeon:

• That the Web and application server are running properly.
• That AEM can be loaded and there are no license errors.  For example, go to www.domain.com/AEM and you should see the AEM login screen.  If you do not see the AEM login screen either Appeon Server has not been installed or the Web and application server are not running properly.
• Login to AEM and ping the connection cache that is used by the application you cannot login/run.  It MUST ping successfully.

Cannot Ping Connection Cache

If the connection cache does not ping this is NOT an Appeon Product Issue and is NOT covered by Technical Support.  

Usually, this is caused by incorrect username/password or other incorrect information supplied in the connection cache.  Alternatively, the next most common reason is the database is stopped.  Please work with your server and database administrator to resolve this issue.

Web Browser Crashes

Ensure the following before contacting Appeon:

• That all Windows updates have been applied.
• That anti-virus scan shows no viruses.
• That the Internet Explorer security option “Download signed ActiveX control” is set to “Enable” (make sure to restart Internet Explorer if making any changes).
• Documented steps to reproduce and provide test case or original application source code.

Web Browser “Stack Overflow” Error

This issue is caused by deploying Appeon in “Debug” mode.  The mode is specified in the Application Profile Configuration of the Appeon Developer.  Change to “Release” mode and perform a Full Deployment of the application.  If the problem still persists, provide documented steps to reproduce and test case or original application source code. 

Empty/Null Value Update Error on Sybase Databases (ASE or ASA)

If the Web application uses a Sybase Adaptive Server® Enterprise (ASE) database or a SQL Anywhere  database that is set as ASE-compatible, database updates may fail.  This is a known issue and must be worked around during the development of the PowerBuilder application.  It is not covered by emergency Technical Support.

The cause of this issue is if the length is 0 or the value of the data is NULL for any data in a database table where the data is of a string type, such as varchar or char data type, the data retrieved from the database through a JDBC driver will have a length greater than 0. Rather than a null value, the data returned will be padded with a series of spaces. As a result of this padding, the database update will fail.