Crystal Ball 7.2 Installation, Licensing, and Start-Up FAQ

I-1. Why am I getting a message "Error - 1607: Unable to Install InstallShield Scripting Run Time" when I start installing Crystal Ball?

This message can be caused by one of several problems at the system level. One of the most common is that you must have administrative privileges for the Windows Installer folder. For details on possible causes of this error, see the following link on the InstallShield Web site:

http://consumer.installshield.com/kb.asp?id=Q108340

If you are still unable to solve this problem, contact Decisioneering Technical Support as described in the last question below.

I-2. When I check for .NET Framework 1.1 Hotfix KB886903 before installing Crystal Ball, I see Hotfix KB886904 instead and I can't install .NET Framework 1.1 Service Pack 1. What can I do?

It appears that you are trying to install .NET Framework 1.1 with Service Pack 1 according to the instructions in the Crystal Ball Installation and Licensing Guide. When you check for Microsoft .NET Framework 1.1 Hotfix KB886903 in the Add Or Remove Programs section of Windows Control Panel, you find a different hotfix (KB886904). Hotfix KB886904 is for computers that have .NET Framework 1.1 but do not yet have Service Pack 1. You need to follow these steps to install Service Pack 1 along with Hotfix KB886903 (if this ASP.NET security update is required on your system):

In the Add Or Remove Programs section of Control Panel, uninstall the KB886904 hotfix.
Install .NET Framework 1.1 Service Pack 1, following the instructions in the "Before You Begin" section of the current Crystal Ball Installation and Licensing Guide.
Install the KB886903 hot fix from the following page on the Microsoft Web site:

http://www.microsoft.com/downloads/details.aspx?familyid=8EC6FB8A-29EB-49CF-9DBC-1A0DC2273FF9&displaylang=en

The file you are installing is NDP1.1sp1-KB886903-X86.exe.

The installation of this hotfix file returns your computer to the same level of ASP.NET security that it had before Hotfix KB886904 was removed.

I-3. When I try to install Crystal Ball, my antivirus software warns that a malicious script is detected. Why?

Crystal Ball uses the Microsoft installer, msiexec.exe, during the installation process. Certain antivirus applications identify the Microsoft installer as a malicious script. For example, see this information on Microsoft's Web site:

http://support.microsoft.com/default.aspx?scid=kb;en-us;871026

If the warning appears, you can choose to "allow this time only."

I-4. Can I install Crystal Ball with a script?

Yes. You can use the Microsoft installer, msiexec.exe. For instructions, contact Decisioneering Technical Support.

LICENSING

L-1. How has licensing changed since Crystal Ball 2000.2?

A new licensing scheme for Crystal Ball simplifies the activation of different features and products when users upgrade or purchase new products. To activate new features with a minimum of uninstalling and re-installing, the new licensing scheme uses an encrypted License File on each user’s machine to determine which features (such as Crystal Ball Professional or Crystal Ball Standard) have been licensed. Individual products, such as CB Predictor, are no longer installed separately. Instead, the entire Crystal Ball Professional product is installed. Then, the functionality of each individual product is switched on or off according to the features listed in the License File.

L-2. Who needs a Crystal Ball license?

Everyone needs a license to run Crystal Ball products, even for 7-day evaluation versions. If you are upgrading from a previous version of Crystal Ball, your old license will not work. You will need to activate a new license for Crystal Ball 7. If you are upgrading from a 7-day evaluation version of Crystal Ball 7 to a commercial version, you only need to upgrade your license. You don't need to uninstall and re-install.

L-3. Do I need local administrator privileges to license my Crystal Ball product?

Yes, you do need local administrator privileges to install and license Crystal Ball 7.

L-4. What is the License Manager?

The License Manager is a tool based on FLEXlm by Macrovision that lets users download, activate, and manage the Crystal Ball License File on their computers. The License File contains information about what features or products are enabled for a particular user (Crystal Ball Standard, CB Predictor, and/or OptQuest; Crystal Ball Professional includes all three). There are three different ways to use the License Manager, all based on two pieces of unique information – the user’s Host ID and the user’s License Authorization Code:

Download and activate a license online: If you are connected to the Internet, the License Manager can automatically send the Host ID and License Authorization Code to the Decisioneering Licensing Web Server. The Licensing Web Server then generates and sends a License File back to the License Manager that, in turn, stores it on the host machine. Depending on a number of factors, this process might take longer than a few minutes. We will try to make any delay as short as possible.

Download and activate a license offline: If you have no access to the Internet, Decisioneering can email a License File. In this case, you can call Decisioneering Technical Support with your Host ID and License Authorization Code. A Technical Support engineer then creates a License File and sends it to you in the body of an email. You can then copy and paste the text of the License File from the email directly into the License Manager. Depending on a number of factors, this process might take longer than a few minutes. We will try to make any delay as short as possible.

Use a license server: If you are operating in a concurrent licensing environment, you can enter the name (and optionally the port number) of your organization’s license server to activate your license. It is possible to configure single-server and triple-redundant-server licensing environments. In a concurrent licensing environment, the License File stored on your host machine simply points to your organization’s license server. Once all available concurrent licenses are checked out, additional users must wait until a license becomes available before running the product.

L-5. In the License Manager, what is the difference between Online and Offline licensing?

To create a license file, two pieces of information are required: a Host ID and a License Authorization Code. If you are connected to the Internet, this information can be sent to you automatically through the License Manager (online licensing). If you are not connected to the Internet, you can read the Host ID and License Authorization Code to one of our Technical Support engineers over the phone so they can generate a license for you (offline licensing). Then, the License File is emailed to you and you can follow the instructions in the License Manager to activate the license on your computer. If you don’t have email access, you can still license Crystal Ball products offline. Just call or email Decisioneering Technical Support at the contact addresses given in the License Manager screens or the last question below and your License File can be faxed to you or sent on a disk.

Notice that once you have licensed a Crystal Ball product, you don't need to be connected to the Internet to run the product.

L-6. What is a Host ID?

The Host ID is a unique identifier for the computer hardware on a network or the Internet. If the computer is not on a network or the Internet, a unique identifier for the hard drive is used.

L-7. Why does Decisioneering need my Host ID?

Crystal Ball is licensed to a specific host machine. To lock the software to a machine, a unique piece of information from that machine (the Host ID) is required. The only time information is provided to the Decisioneering Licensing Web Server is during the license activation process. No further information is ever provided when the computer is used with or without launching Crystal Ball products.

L-8. How can I find my Host ID?

There are two ways to find your Host ID.

Method 1:

Go to Start > Programs > Crystal Ball > License Manager.
Click Next until you get to Activate A Stand-alone License.
Uncheck I Am Connected To The Internet.
Click Next.

Method 2:

To locate the MAC address, follow these steps:

Go to Start > Programs > Accessories > Command Prompt.
Be sure the command prompt is on the C:
At the DOS command prompt, type ipconfig /all.

To locate the DSN, follow these steps:

Go to Start > Programs > Accessories > Command Prompt.
Be sure the command prompt is on the C:
At the DOS command prompt, type VOL and press Enter.

L-9. What is a License Authorization Code?

A License Authorization Code is a 20-digit unique identifier that tells Decisioneering what type of license should be given to a particular user. There are many different types of licenses, including seven-day evaluation versions, Crystal Ball Standard, CB Predictor, OptQuest, concurrent licensing of Crystal Ball, and more. If you have a License Authorization Code for Crystal Ball Professional or Premium, it authorizes licenses for Crystal Ball Standard, CB Predictor, and OptQuest.

L-10. How do I use my License Authorization Code?

Once you have purchased the software or have registered for a 7-day evaluation version, a License Authorization Code is sent to you by email. When you install the Crystal Ball software, the License Manager starts and you are prompted to enter the License Authorization Code by copying and pasting or typing it from the email that you were sent (from license@crystalball.com). The License Manager then sends your Host ID and License Authorization Code to Decisioneering, where the information is interpreted by our Licensing Web Server. Our Licensing Web Server sends the appropriate License File back to the License Manager that, in turn, stores it on the your computer to activate a license.

This describes online licensing of Crystal Ball products immediately following installation. If you need to wait before licensing Crystal Ball, you can cancel licensing at the end of installation and start the License Manager again by choosing Start > Programs > Crystal Ball 7 > License Manager in Microsoft Windows. If you are not connected to the Internet, you can contact Decisioneering by phone or email and complete the licensing process offline.

L-11. Where is my License File saved?

Your License File is saved in your Crystal Ball installation folder. By default, the file is saved in C:\Program Files\Decisioneering\Crystal Ball 7\CrystalBall.lic.

L-12. I use a laptop. Why do I have trouble using Crystal Ball from certain locations?

If you use a portable computer or computers that are connected to different networks at different times, you might have trouble starting Crystal Ball. This is because of the way the Crystal Ball License Manager assigned a Host ID to your machine during the licensing process. Contact Decisioneering Technical Support as described in the last question below and Decisioneering's support engineers can help you remedy this situation.

L-13. Why am I getting the message "Licensed number of users already reached" when the License Manager is running?

If you are licensing Crystal Ball in a concurrent licensing environment, your organization has purchased a certain number of licenses for use at the same time. During licensing, a license is checked out and held until you exit the License Manager. If the number of people licensing and using Crystal Ball at the same time reaches the maximum allowed, the message appears each time an additional person attempts to license or use Crystal Ball.

When this message appears, you need to wait until someone either exits the License Manager or closes Crystal Ball. If this message appears often, your organization should consider buying more licenses.

L-14. Why am I getting a message that my license has already been fulfilled when I enter my License Authorization Code into the License Manager dialog?

Each License Authorization Code is good for a limited number of licenses, usually one. Decisioneering's Licensing Web Server counts each license released. If you try to use the same code more times than you are allowed, an error message appears. This can happen for several reasons. For example, this message can appear if you try to use your License Authorization Code from Crystal Ball 2000.5. Even if you are upgrading, you must have a new License Authorization Code for Crystal Ball 7.

The "already fulfilled" message can also appear after you successfully license Crystal Ball 7 and then run the License Manager again to the point of re-entering your License Authorization Code. In that case, close the message dialog and the License Manager. Crystal Ball should still start and run.

Another reason this message can appear is if you tried to license Crystal Ball but the licensing failed after Decisioneering's Licensing Web Server counted the license. When you try again, you are advised that your license has already been fulfilled. In this case, contact Decisioneering Technical Support as described in the last question below .

L-15. I just obtained a license successfully in Hawaii at 10 p.m. Why won't Crystal Ball start?

When you license Crystal Ball, the date is written into the License File by the Decisioneering Licensing Web Server. The Decisioneering Licensing Web Server clock is set to Mountain Time. If you are west of that time zone and license Crystal Ball or CB Predictor after 7 p.m., it is possible that the Decisioneering Licensing Web Server clock has gone past midnight into the next day while your computer's clock still shows the previous day. In that case, the Decisioneering Licensing Web Server has entered your license on the current day, but according to your computer's clock, that day has not arrived yet. For example, since clocks in Hawaii are set three to four hours earlier than clocks in the Mountain Time zone, when it is 10 p.m. in Hawaii, it is 1 a.m. the next morning in the Mountain Time zone (if Standard Time is in effect). If you wait until after midnight, your Crystal Ball product should start immediately.

L-16. What about other license files on my computer?

Crystal Ball license management is based on the current version of the FLEXlm product by Macrovision, an industry standard. The following file versions are provided on the Crystal Ball 7 CD:

     enduser.pdf (version 9.5)
     lmgrd.exe (version 10.1.3)
     lmtools.exe (version 10.1.3)
     lmutil.exe (version 10.1.3)

If you are installing Crystal Ball on a computer where other FLEXlm-type licenses exist, those licenses relevant to the licensing of Crystal Ball will appear on the Existing License Detected screen in the Crystal Ball License Manager. For more information, contact your organization's system administrator or Decisioneering Technical Support. You can also learn more by reading the FLEXlm End Users Guide in the Technical Support area of the Macrovision Web site:

    http://www.macrovision.com/services/support/flexlm/enduser.pdf

More technical information for system administrators is also available on Macrovision’s Web site. For example, the FLEXlm Programmer’s Guide (available there in .pdf format) describes how a FLEXlm client application chooses a license file to use by searching environment variables, the Windows registry, and by CHECKOUT() or lp_checkout() calls in the code. Should you need more information on technical details concerning Crystal Ball licensing and FLEXlm, check with Decisioneering Technical Support to see if white papers or tech notes are available from us and also check the documentation and other information available from Macrovision at:

     http://www.macrovision.com/

L-17. How can I borrow a license in a concurrent licensing environment?

If their Crystal Ball license is set up for borrowing (the default), mobile users of Crystal Ball or CB Predictor in concurrent licensing environments can borrow licenses for specified periods of time. Then, when the borrow period expires, the FLEXlm license server returns the borrowed license to the pool of available licenses. No clock synchronization is required between the license server machine and the machine running the FLEXlm-licensed application. To initiate borrowing:

The end user follows these steps to set the LM_BORROW environment variable on the machine to be used with the borrowed license:
- For Windows 2000, in the Windows Control Panel, select the System icon, the Advanced tab, and then click on New under the System Variables pane.
- When the New System Variable dialog appears, enter LM_BORROW in the Variable Name text box.
- In the Variable Value text box, enter:
  
  today:decision:enddate[:time]
  where:
  For example, suppose LM_BORROW is set to:
  
  15-aug-2004:decision:20-aug-2004:13:00
  
  In this example, a license served by the decision vendor daemon is borrowed on August 15, 2004, and is scheduled to be returned at 1 p.m. on August 20, 2004.
On the same day and the same machine, the end user runs Crystal Ball and CB Predictor while still connected to the network to check out and borrow the license for that feature. If the Crystal Ball product is run more than once that day, duplicate licenses are not checked out and borrowed. If the Crystal Ball product is run on a different day, no license is checked out and borrowed.

Once the license is checked out, you can close the borrowed application and disconnect the computer from the network. The license that was just checked out stays checked out from the license server until the borrow period expires. That license can now be used on the disconnected machine until the borrow period expires. The license cannot be returned before the end of the borrow period unless the network administrator uses a special FLEXlm utility to check in the license early. The borrow period cannot be renewed until the period has expired or an early check-in takes place.

L-18. What happens if another FLEXlm server in my licensing environment isn't working?

Licensing problems can occur if you have an environment variable or registry entry that points to a FLEXlm license server that cannot be reached while you are trying to license Crystal Ball. This problem can occur for users in either concurrent licensing environments or stand-alone (non-concurrent) licensing environments. The following error message appears: "Cannot connect to license server." Check all FLEXlm license servers in the licensing environment to make sure the computers are powered on and the FLEXlm license services are running. This problem can occur even if the license server that handles Crystal Ball is fully functional. The problem arises when the server that is down is contacted before the Crystal Ball license file or license server.

L-19. I tried to use the Crystal Ball License Manager and suddenly arrived at a Licensing Portal. What happened?

You were automatically redirected to the Crystal Ball Licensing Portal as part of the licensing process. Probably, your organization's security firewall connects to the Internet through a proxy server and you didn't have the required Microsoft Windows service packs. If you attempt to license Crystal Ball through a proxy server, you need Service Pack 3 or later for Windows 2000 or Service Pack 1 for Windows XP. If these service packs are not installed, you are redirected to the Crystal Ball Licensing Portal. For more information about the Licensing Portal, click the hyperlinks in the Portal. Also see the section on the Licensing Portal in your current Crystal Ball Installation and Licensing Guide (installed in the Docs folder under the main Crystal Ball folder; by default, this is C:\Program Files\Decisioneering\Crystal Ball 7\Docs\CB7 Install&Licensing.pdf).

START-UP

S-1. Why can't I use Tools > Add-Ins to launch Crystal Ball with Excel?

By default, Crystal Ball 7 does not launch automatically with Excel -- although if you start Crystal Ball 7, a new Excel window opens with it. You must have the Crystal Ball 7 COM add-in file loaded for Crystal Ball 7 to launch with Excel. You can check whether this file is turned on to automatically load with Excel by choosing Start > Programs > Crystal Ball 7 > Application Manager. (You can always launch Crystal Ball by choosing Start > Programs > Crystal Ball 7 > Crystal Ball.)

To turn on Crystal Ball's automatic loading:

Select Start > Programs > Crystal Ball 7 > Application Manager.
Check Crystal Ball 7.
Click OK.

Note: If you have Excel open without Crystal Ball 7 loaded and you check Crystal Ball 7 in the Crystal Ball Application Manager, you must close Excel and restart it for Crystal Ball to load.

S-2. Why do I see the Crystal Ball toolbar but Crystal Ball won't work?

If you are using Microsoft Office XP or Office 2003, the Crystal Ball 7 file can get disabled because of an error upon startup. If Crystal Ball is disabled, the Crystal Ball 7 toolbar will appear, but Crystal Ball itself is not loaded. To re-enable Crystal Ball if it is disabled (or to see whether it is disabled in the first place):

In Excel, select Help > About Microsoft Excel.
In the About Microsoft Excel dialog, click on Disabled Items.
If Crystal Ball is listed in the Disabled Items dialog, it is disabled. To re-enable it:
1. Select securecbaddin.dll.
2. Click Enable.
3. Click Close.
Exit and relaunch Excel. Crystal Ball 7 should load properly.

CONTACT INFORMATION

C-1. How can I contact Decisioneering Technical Support?

You can call between 6 a.m. and 5 p.m. Mountain Time at the phone numbers listed below, email us at the addresses listed below, or check out our Web site:

   http://support.crystalball.com/

Contact information in the United States:

Oracle Crystal Ball Global Business Unit
7700 Technology Way
Denver, Colorado 80237
USA

Main number: +1.303.334.4000 (Switchboard only – no technical support)
US Sales: +1.719.757.2173
Support: +1.303.334.7599 or +1.800.373.5885
Fax: +1.303.334.7598
CBSalesNA_ww@oracle.com
cbsupport_ww@oracle.com

Web Site: http://www.crystalball.com/

For a current list of international dealers and distributors, see the Web site at:

    http://distributors.crystalball.com/

All other countries, please contact Crystal Ball in the United States.