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Troubleshooting NxTop Center Console Problems

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					Table of Contents
Troubleshooting NxTop Center Console Problems ....................................................................................... 2
   General Recommendations ...................................................................................................................... 2
      Use a Supported Browser ..................................................................................................................... 2
      Run MSIE as Administrator ................................................................................................................... 2
      Check MSIE Security Levels ................................................................................................................... 2
      Check Group Policy Settings ................................................................................................................. 2
      Check Antivirus Software ...................................................................................................................... 2
      Apply Windows Updates ....................................................................................................................... 2
      Try 64-Bit MSIE...................................................................................................................................... 3
      Check Firewall Settings ......................................................................................................................... 3
      Restart the Computer ........................................................................................................................... 3
      Try Another Computer .......................................................................................................................... 3
   Solutions to Specific Problems .................................................................................................................. 3
      Problem 1: Can’t connect to NxTop Center with a web browser. ....................................................... 3
      Problem 2: MSIE complains about invalid certificate. ......................................................................... 4
      Problem 3: Console UI won’t load, IE shows URL “res://ieframe.dll”. ................................................ 5
      Solution 3b: Reset All MSIE Settings .................................................................................................... 5
      Problem 4: NxTop Center console stuck in initializing state. ............................................................... 6
      Problem 5: Can’t authenticate to the NxTop Center. .......................................................................... 7
      Problem 6: ActiveX plugin won’t load. ................................................................................................. 8
      Problem 7: ActiveX plugin is loaded but the console is not displayed. ............................................... 9
      Problem 8: Keyboard and/or mouse don’t work in the Hyper-V console. ........................................ 10
      Problem 9: Windows XP Authentication Error................................................................................... 11
   Hyper-V Console ActiveX Control ........................................................................................................... 11
   Reinstalling the ActiveX Plugin................................................................................................................ 15
Troubleshooting NxTop Center Console Problems
Problems may occur when attempting to connect to the NxTop Center, or when loading or running the
ActiveX control that provides remote access to the NxTop Hyper-V console. Almost all problems are
caused by configuration issues, either on the client, in the network, or on the server.

General Recommendations
A list of general things to try if problems with the NxTop Center console are encountered.

Use a Supported Browser
The only supported browsers are Microsoft Internet Explorer (MSIE) versions 7 and 8. Version 8 is highly
recommended. Anything older than version 7 should be upgraded at the earliest possible opportunity.

Run MSIE as Administrator
MSIE may need administrator privileges in order for all features to work properly. The ActiveX plugin is
particularly sensitive to permissions limitations, especially on Windows 7. To run MSIE with
Administrator privileges, open the Windows start menu, locate the MSIE icon, right-click on it, and select
“Run as Administrator”. This option is not available in Windows XP.

Check MSIE Security Levels
The NxTop Center console is designed to work with the default MSIE security settings. Custom security
settings which are more restrictive than the defaults may cause problems with the NxTop Center
console, especially if ActiveX controls are disabled. For information on resetting MSIE security levels to
their default settings see Resetting MSIE Security Levels.

To view the local security settings, select the “Internet Options” item from the “Tools” menu, then the
“Security” tab. There are many configuration options here, including some controlling ActiveX behavior,
but resetting all permissions to their default values should be sufficient.

Check Group Policy Settings
If a computer is joined to a Windows domain, security settings for MSIE may be controlled by group
policy instead of local policy. Check with the domain administrator to see if there may be any group
policies in place that might be preventing proper operation of the NxTop Console, in particular anything
that would interfere with downloading, installing, or running ActiveX controls.

Check Antivirus Software
Some antivirus software can be very aggressive in denying access to certain web sites or to certain web
content, including ActiveX controls. If NxTop Center console issues are encountered on a computer with
antivirus software installed, check the antivirus settings or disable it temporarily.

Apply Windows Updates
Some problems with the NxTop Center console have been found which are solved by Windows updates.
Try 64-Bit MSIE
Some 64-bit Windows operating systems provide both 32-bit and 64-bit versions of MSIE. Generally the
32-bit version is used, but if it doesn’t work try the 64-bit version instead. If the 64-bit version works,
there is likely an underlying configuration issue with the 32-bit version.

Check Firewall Settings
The NxTop Center host server should have ports 443 and 8443 open. The Hyper-V host server should
have port 2179 open. If NxTop Center is installed directly on the Hyper-V host server (as opposed to a
virtual appliance installation), all three ports should be open.

Restart the Computer
Standard advice for Windows problems. Windows XP in particular may need to be restarted after the
ActiveX control is installed.

Try Another Computer
If connectivity or functionality issues are encountered with the NxTop Center on one computer, try
another one. If it works, that points to an underlying configuration problem in the first computer. The
best place for initial testing of NxTop Center console functionality is from the NxTop Center host server.

Solutions to Specific Problems
Some common problems with the NxTop Center console along with potential solutions.

Problem 1: Can’t connect to NxTop Center with a web browser.
Web browser returns a HTTP 404 error code or a “Page Not Found” error message when attempting to
connect to the NxTop Center.

Solution 1a: Make sure the URL is correct.
The URL should follow the format https://nxtopcenterhost:8443/MgmtConsole. Substitute the correct
NxTop Center hostname. If the NxTop Center is running as a virtual appliance, this should be the NxTop
Center VM not the Hyper-V host server. Be sure to use the “https” scheme and port 8443.

Solution 1b: Verify Network Connectivity.
Make sure the NxTop Center hostname being used resolves to the correct IP address. Try substituting
the hostname with the IP address. Try pinging the NxTop Center by hostname and IP address, although
some Windows 2008 Server configurations will disable ping.

Solution 1c: Make sure NxTop Center is running.
On the NxTop Center host server, open the Windows services control panel. The service “Apache
Tomcat 6” should be running. This is the web server used for the NxTop Center web applications.

Solution 1d: Check the NxTop Center host server firewall settings.
If a firewall is running on the NxTop Center host server, port 8443 should be open. Also see NxTop
Center Firewall Requirements.
Solution 1e: Check for network proxies or firewalls that might be blocking access.
A good test is to try connecting from MSIE running directly on the NxTop Center host server, using the
URL https://localhost:8443/MgmtConsole. If this works, substitute “localhost” with the IP address, then
the actual hostname.

Solution 1f: Check for another web server running on the NxTop Center host server.
If another web server is running on the NxTop Center host server (such as IIS or Apache) using port 8443
then MSIE may be connecting to the wrong web server, where the /MgmtConsole resource is not
available.

Problem 2: MSIE complains about invalid certificate.
A self-signed SSL certificate is generated for the management webapp when the NxTop Center is
installed. This certificate is needed for HTTPS communication between Internet Explorer and NxTop
Center. Since the certificate is self-signed, Internet Explorer will complain about an invalid certificate
when accessing the NxTop Center. This warning is normal and expected for self-signed certificates.




Figure 1: This warning is caused by NxTop Center using a self-signed certificate.

If the NxTop Center is being accessed on a local network, this warning can usually be ignored (click
“Continue to this website”). If desired, the warning can be eliminated by either installing the certificate
into Internet Explorer as a trusted certificate, or by purchasing a commercial SSL certificate and installing
it into the NxTop Center. The Administration Guide has more information on this.

http://www.virtualcomputer.com/support/tutorials-separate-ssl-certificate
Problem 3: Console UI won’t load, IE shows URL “res://ieframe.dll”.
MSIE connects to the NxTop Center but loading the UI fails with an error message indicating that a web
page cannot be displayed. The URL “res://ieframe.dll” is displayed in the IE URL bar. This is caused by a
MSIE configuration problem that is blocking some part of the NxTop Center web content.

Solution 3a: Check MSIE security settings for trusted sites.
If the NxTop Center is accessed on a local network, then it should be a trusted site in MSIE. Make sure
the following MSIE security setting is configured for trusted sites. This configuration panel can be
accessed from MSIE tools menu (Tools  Internet Options  Security Tab  Trusted Sites  Custom
Level). The default MSIE security settings should have this setting enabled, so resetting all zones to their
default security levels should also work.




Solution 3b: Reset All MSIE Settings
This should only be done as a last resort, since it will completely reset MSIE configuration. In the MSIE
advanced settings, click the “reset” button to reset all MSIE settings to their default values. This
operation cannot be performed while MSIE is running. It must be done in the Internet Options control
panel applet (Start Menu  Control Panel  Internet Options  Advanced tab).
Problem 4: NxTop Center console stuck in initializing state.
Immediately after entering the URL for the NxTop Center in MSIE, the following screen is displayed while
the UI loads.
Figure 2: Page displayed while the UI loads.

On a local network, it should only take a few seconds for the UI to load. WAN connections may take
longer depending on the network speed. But if this screen persists indefinitely it means something is
preventing the UI from loading.

Solution 4a: Check for MSIE popup windows or other alerts.
Depending on MSIE configuration, the NxTop Center console UI application may require some sort of
acknowledgement before the UI will be loaded. This may be a MSIE popup window or alert bar, which
could possibly be placed behind the active window.

Solution 4b: Check MSIE security settings.
This problem could be caused by MSIE security settings. Resetting MSIE to the default security settings
usually establishes the right permissions to load and run the NxTop Center console UI properly.

Solution 4c: Add NxTop Center to MSIE trusted sites.
If the spinner goes away and nothing gets displayed, try adding the NxTop Center as a trusted site in
MSIE. Go to IE Tools-> Internet Options -> Security Tab -> Trusted Sites icon -> Sites button -> add
button (the server name should be in the text field). Then restart MSIE and try again.

Problem 5: Can’t authenticate to the NxTop Center.
Web browser is able to connect to the NxTop Center console, and the login screen is displayed, but the
user is unable to authenticate. NxTop Center uses NTLM authentication for users logging into the NxTop
Center console. The basic rule is that any user that can login to the NxTop Center host server (meaning
a Windows login) can also login to the NxTop Center console application using the same credentials.

Local Windows User Accounts: Local Windows user accounts created on the NxTop Center host server
can also login to the NxTop Center console web application using the same credentials.

Windows Domain User Accounts: If the NxTop Center host server is joined to a Windows domain, then
any Active Directory user that can login to Windows can also login to the NxTop Center console web
application using the same credentials. This is typically controlled by the local group “Remote Desktop
Users”.
Local NxTop Center Users: Local users created within the NxTop Center are only used for NxTop Client
authentication (registration of NxTop Client computers and authentication of users logging into client
computers). These user accounts cannot be used to login to the NxTop Center console web application.

Imported Active Directory Users: Active directory users imported into NxTop Center are only used for
NxTop Client authentication. Logging into the NxTop Center console web application as an imported
Active Directory user will fail, unless the Active Directory user can also login to the NxTop Center host
server.

Database and Apache Tomcat User Accounts: The accounts defined for the MSSQL Express database
and the Apache Tomcat web server are used only for these purposes and cannot be used to login to the
NxTop Center console web application.

Solution 5a: Make sure the username and password are correct.
Make sure the username is spelled correctly and the correct password is being used. Make sure caps
lock is turned off. Passwords are case sensitive.

Solution 5b: Make sure NxTop Center can contact Active Directory.
If the login to NxTop Center uses Active Directory credentials, then the NxTop Center must be able to
contact Active Directory for authentication.

Solution 5c: Login as the local Administrator.
Try logging in as the local Administrator on the NxTop Center host server, or a different local user with a
known valid password.

Problem 6: ActiveX plugin won’t load.
NxTop Center provides an ActiveX plugin for remote access to the Hyper-V console for a running NxTop.
This plugin should be automatically downloaded and installed when the console for any NxTop is
accessed for the first time. Refer to the Hyper-V Console ActiveX Control section for a description of
how this should work. However this may fail with the error shown below, or it may fail silently.




Solution 6a: Run MSIE as the Administrator user.
Installing ActiveX plugins often requires Administrator privileges, especially on Windows 7.
Solution 6b: Reset MSIE security settings to the default levels.
There are many MSIE security settings controlling ActiveX plugins, but the default settings should be
sufficient.

Solution 6c: Enable the RDP ActiveX control.
The RDP ActiveX control is disabled by default in Windows XP, but it might also be disabled in other
versions of Windows. This issue is described in the NxTop Center Installation Guide in the section Enable
RDP ActiveX Control.

Solution 6d: Reinstall the ActiveX plugin.
The ActiveX plugin can fail to load if it is already partially installed (an earlier installation failed partway
through or was interrupted), or if it was installed previously but uninstalled incompletely. Refer to
Reinstalling the ActiveX Plugin for guidelines on reinstalling the plugin manually.



Problem 7: ActiveX plugin is loaded but the console is not displayed.
To view addons in MSIE version 8, select “Manage Add-Ons” from the Tools menu. The NxTop plugin
should appear if it is loaded, and it should be enabled.




Solution 7a: Make sure Hyper-V integration credentials are correct.
Part of the NxTop Center configuration is the username and password to use for Hyper-V integration.
These credentials are used to access the Hyper-V console. If the password is incorrect, or if the account
doesn’t have sufficient permissions, the plugin will fail to display the Hyper-V console.
If the NxTop Center host server is in a Windows domain, use the domain Administrator account,
otherwise use the local Administrator account. Other accounts do not typically have sufficient
permissions, even if they are in the Administrators group. If the Administrator account can’t be used, a
different account can be used instead but it needs to be prepared according to the following procedure.

http://code.msdn.microsoft.com/HVRemote

Solution 7b: Check firewall on Hyper-V host server.
The Hyper-V console ActiveX plugin connects directly to port 2179 on the Hyper-V host server. If this
port is blocked by a firewall on the Hyper-V host server or elsewhere in the network the console will not
be displayed.

Solution 7c: Make sure Hyper-V host server is correct.
Part of the NxTop Center configuration is to specify the hostname of the Hyper-V host server. If the
NxTop Center is installed directly on the Hyper-V host server, the hostnames will be the same. But if the
NxTop Center is installed in virtual appliance mode, the Hyper-V host server is different.




Figure 3: NxTop Center Hyper-V configuration. If the NxTop Center is configured as a virtual appliance, the Host Hyper-V
Server entry will be different than the NxTop Center host. Credentials used for Hyper-V integration must have sufficient
permission. Typically using an account in the Administrators group is insufficient. The actual Administrator should be used
instead, or the correct permissions should be granted to a different account (use the linked procedure).

Problem 8: Keyboard and/or mouse don’t work in the Hyper-V console.
The Hyper-V console is displayed, but the console doesn’t respond to keyboard and/or mouse input.
Solution 8a: Click the “Grab Focus” button or run the console in a separate window.
Either of these controls can help get the mouse and keyboard working in the Hyper-V console. Popping
the console out into a separate window also allows more of the console screen to be displayed and is
generally more convenient when working in a NxTop VM through the Hyper-V console.




Problem 9: Windows XP Authentication Error
An issue with Windows XP has been identified that can interfere with proper operation the ActiveX
plugin for Hyper-V console access. Windows XP may require a reboot after installing the ActiveX
control, or in some cases a Windows hotfix is required. More information on the hotfix is available here:

http://www.virtualcomputer.com/forums/technical-support/support-faqs-and-howtos/2010/07/win-xp-
authentication-error-80090303-and-50

Hyper-V Console ActiveX Control
Access to the Hyper-V console for running NxTop images is provided by an ActiveX plugin. When the
console tab for a running NxTop is accessed for the first time, MSIE should pop up a warning and an alert
bar indicating that a plugin needs to be installed.
Figure 4: MSIE indicates the ActiveX plugin needs to be installed.

Note the alert bar at the top of MSIE, announcing the ActiveX plugin. Press “OK” on the popup, then
click on the alert bar and install the plugin.




Figure 5: Install the ActiveX plugin.

Depending on how MSIE is configured, the following popup may appear.
Figure 6: This CAB file contains the ActiveX plugin for Hyper-V console access.

Click “Install” to install the plugin. Once the plugin is installed, the browser will refresh, which will reset
the view of the NxTop Center console. Navigate back to the NxTop and select the “Console” tab. The
Hyper-V console should appear.




Figure 7: With the ActiveX plugin installed, the NxTop Hyper-V console is displayed.

Clicking the button labeled “Run in Separate Window” causes the console to pop out into its own
window. This is often more convenient when working with the NxTop image, and also often solves
problems with mouse and/or keyboard responsiveness in the console.
Figure 8: Popping the Hyper-V console out into its own window makes it easier to use.
Reinstalling the ActiveX Plugin
In some cases trying to access the Hyper-V console for a running NxTop will fail with the following error
message.




Figure 9: Error message indicating MSIE needs an ActiveX control that is not already installed.

Under normal circumstances, when this error message is displayed MSIE will also display an alert bar at
the top indicating the ActiveX control needs to be installed. If not, then either MSIE is configured to
block the ActiveX plugin or the plugin installation may be incomplete or damaged. MSIE configuration
issues should be explored first. If the security settings appear to be correct and nothing else works then
following steps can be used to uninstall the plugin manually.

Step 1: Unregister the ActiveX Control
First step is to unregister the control. Open a command prompt (DOS box) with Administrator privileges.
Then navigate to the plugin installation folder. This example is for version 1.0.0.9 of the plugin, yours
may be different.

C:\Program Files\Virtual Computer\NxTop Center\NxTop Console\1_0_0_9\

This folder should contain three DLL files. If this folder doesn’t exist or is empty, skip to the next step.

02/25/2010       05:13 PM                    167,936 AxInterop.MSTSCLib.dll
02/25/2010       05:13 PM                    303,104 Interop.MSTSCLib.dll
02/25/2010       05:13 PM                     51,712 NxTopHyperVConsole.dll

Run the following command to unregister the plugin. The .NET framework should already be installed
with version 2.0 or higher, although the actual version might be different than shown below.
C:\Windows\Microsoft.NET\Framework\v2.0.50727\RegAsm.exe /unregister NxTopHyperVConsole.dll

Step 2: File System Cleanup
After unregistering the ActiveX control, delete the three DLL files, then delete the following folder.

C:\Program Files\Virtual Computer\NxTop Center\NxTop Console\
Step 3: Registry Cleanup
Start the Windows registry editor with Administrator privileges. Select the root element of the registry
tree and search for the class ID 7BCF7873-5359-4CBF-940E-4D481D0E7842. This is the class ID that
uniquely identifies the NxTop ActiveX plugin for Hyper-V console access. Only search for keys, not
values or data.




Figure 10: Search the registry for the ActiveX plugin class ID.

Multiple registry folders will be found matching this class ID. All of these registry entries should be
deleted along with any subkeys.




Figure 11: Delete ActiveX plugin class folders from the registry.
Step 4: Restart Windows
After cleaning up the registry, Windows should be restarted.

Step 5: Reload the ActiveX Control
After Windows is restarted, start MSIE with Administrator privileges and login to the NxTop Center.
Then access the Console tab for a running NxTop Hyper-V VM. This should reinstall the ActiveX plugin
normally.

				
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