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FIVE SYSTEM ADMINISTRATORS GUIDE Table of Contents

Introduction Downloading & Installing FIVE 2 3


Intended Audience ............................................................. 2 Things to Consider Before You Begin ...................... 3 Network Considerations .............................................. 3 Hardware & Software Considerations .................. 3 Storage & Backup Considerations ........................... 3 System Requirements ...................................................... 4 FIVE Server Requirements.......................................... 4 FIVE Client Requirements ........................................... 4 FIVE Server ............................................................................ 4 Before You Install the FIVE Server ......................... 4 Downloading the FIVE Server Installer ................ 5 Support Contact Information Page ......................... 5 Installing the FIVE Server............................................ 6 FIVE Client.............................................................................. 8 Downloading the FIVE Client Installer ................. 8 Installing the FIVE Client ............................................. 9 Configuring the FIVE Client for First Use ............ 9 Authenticating Users................................................... 10 Starting and Stopping FIVE Services ..................... 17 FIVE Services Tool ........................................................ 17

FIVE E-mail Message Delivery Options

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Introduction ....................................................................... 19 About the FIVE SMTP Service ................................... 19 Configuring the FIVE SMTP Service .................... 19 Configuring SMTP Relay............................................ 19 Configuring DKIM Message Signing ....................... 20 Using a Default E-mail Application for Message Delivery................................................................................. 20 Limitations When Using a Default E-mail Program for Message Delivery............................... 21 Configuring a Default E-mail Program for Message Delivery .......................................................... 21

FIVE Remote Support Sessions

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Introduction ....................................................................... 22 Remote Support Session Tips ................................... 22 Starting a Remote Support Session ........................ 22 Ending a Remote Support Session .......................... 22

Configuring User Permissions Software Updates

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Appendix A: Installation Checklist Appendix B: Troubleshooting

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Automatic Updates ......................................................... 13 Operation .......................................................................... 13 Important Considerations ........................................ 14 Opt-Out ............................................................................... 14 Manual & Hybrid Update Processes ...................... 14 Hybrid Updates .............................................................. 15 Silent Command Line Installation ........................ 15

Client Maintenance Mode............................................ 24 Starting the FIVE Client Software in Maintenance Mode ....................................................... 24 Maintenance Mode Options ..................................... 24 Common Problems & Solutions ............................... 26

Appendix C: Network Diagram Appendix D: Support Options

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Uninstalling FIVE

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Completely Removing FIVE using the FIVE Installation Cleanup Tool ............................................ 16

FIVE Server System Services

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Introduction
FIVE by StatsLog (FIVE) is the latest version of our construction contract administration software for Microsoft Windows. FIVE has been built from the ground-up with a client-server architecture, which means that larger-scale system administration, maintenance, backup, data-sharing, license management and configuration is easier than it has ever been with a StatsLog product. For StatsLog4 users and administrators, it also means that a lot has changed that may take some getting used to. This user guide will help you get up to speed quickly, so please read it carefully. IMPORTANT Please read this document carefully before you install FIVE on your computers, as there are a few important things to consider in order ensure that FIVE functions optimally. In particular, please read the Server Pre-Installation Considerations section and review Appendix C: FIVE ClientServer Network Diagram before you begin the installation process. Before attempting the server installation, please complete the installation checklist in Appendix A: Installation Checklist. For Troubleshooting advice, please see Appendix B: Troubleshooting. For Technical Support contact information, please see Appendix D: Technical Support.

Intended Audience
This guide is intended for IT professionals, or non-IT employees tasked with the administration of a small business network. The topics can get in-depth and technical, but due to the massive variety of systems, network topologies, and configurations that your FIVE system can run under, specifics are sometimes glossed over. If you have any questions, please do not hesitate to contact StatsLog Support for assistance (see Appendix D: Technical Support). If you are a FIVE SOLO Edition user, then this document is not intended for you most of the topics covered in this guide are specific to usage in networked, multi-user environments. In the vast majority of cases you will not need to use this guide as a reference.

Downloading & Installing FIVE


Things to Consider Before You Begin
Network Considerations Your server must have a static IP address on your local area network (LAN). It is recommended that the server is connected to your LAN over wired Fast Ethernet (100Base-T) or gigabit Ethernet for the best performance. If you have a software and/or hardware firewall between your server and the rest of your LAN, these will need to be configured to allow network communications over the TCP/IP port that you choose for the FIVE server software (by default, 25052). Hardware & Software Considerations Ideally your server will be a standalone computer or virtual-machine instance, but you can install the FIVE server software on any Windows 2000 or newer computer. There is no minimum processor defined, but a dual-core is recommended, with at least 512MB of RAM. Before installing, please make sure that you have downloaded the latest version of the FIVE server software installer from http://www.statslog.com/fiveserversetup.exe. Storage & Backup Considerations Unlike previous versions of our software, FIVE uses a central storage model for all of your project data. This means that all of your FIVE project databases, address book, file attachments (such as site photos, contractor submitted PDF documents, etc...), custom forms and reports are stored in single folder tree that is directly accessible to the FIVE server software. The server software is then responsible for distributing this data to the users of the client software wherever they are located. The FIVE server data folder can be located on a local hard-drive, network attached storage (NAS) device, or a mapped network drive on a different computer. This approach makes it easy to make backups of your data (only one folder needs to be added to your regular backup routine), and also makes it possible for your users to take advantage of the powerful new search features of FIVE by centrally indexing your data. IMPORTANT It is critical that you maintain a regular backup of the FIVE server data folder, otherwise a hard drive failure will be catastrophic. By default the FIVE server data folder is located in the %programdata%\StatsLog Software\FIVE\Server folder on the computer where you installed the server software. On Windows XP and earlier operating systems, 3

%programdata% usually resolves to the C:\Documents and Settings\All Users\Application Data\ folder. On Windows Vista and newer operating systems, %programdata% usually resolves to the C:\ProgramData\ folder. At install time you can change the default FIVE server data folder to any folder on any computer that is accessible over your local area network (LAN) by your server. Please see Choosing a Non-Default Server Data Folder in the server setup section for more information and things to consider before choosing a non-default folder for your server data.

System Requirements
FIVE Server Requirements Category Operating System: RAM: Networking: Free Disk Space: Requirements Windows XP, Vista, 7, Server 2000, Server 2003, Server 2008 512 MB (1 GB or more recommended) Fast Ethernet or better (100BaseT recommended) Static IP address 30 MB for the server software, 1 GB or more for file attachment and project database storage.

FIVE Client Requirements Category Operating System: RAM: Networking: Free Disk Space: Requirements Windows XP, Vista, 7, Server 2000, Server 2003, Server 2008 256 MB (512 MB or more recommended) Any. Server IP address must be accessible from the client in LAN. Approximately 40 MB for the client software. 512 MB recommended for the local file attachment cache.

FIVE Server
The server software must be installed on a single computer with a static IP address that is accessible over your LAN from all of the computers belonging to FIVE users. Before You Install the FIVE Server You will need to know the static IP address of the network adaptor on the server computer. You can get this information as follows: 1. Click the Start button, and then click Run. If you don't see the Run button, press and hold the Windows key and press R. The Run window appears. 2. In the Open box, type cmd, and then click OK. The command prompt window appears. 4

3. Type ipconfig | find /i "ipv4" and then press the Enter key. A list of IP addresses will appear in the form of #.#.#.#, where each # is a value from 0 to 255 (for example, 192.168.1.148). Each of these IP addresses represents the address of a network adaptor on your computer. If you only see only one entry, then make a note of this IP address and skip to the Downloading section below. If multiple addresses appear in the list of adaptors, then you will need to determine the LAN>WAN facing adaptor. To do this: 1. While still in the command prompt window, type ipconfig | find /i "default gateway" and then press the Enter key. A list of default gateway IP addresses will appear, some may be blank, and some may have addresses in the form of #.#.#.#, where each # is a value from 0 to 255 (for example, 192.168.1.1). 2. If only one default gateway appears, or multiple default gateways appear with the same IP address, then make a note of the position in the list that it appears. Compare that position to the same position in the list of IP address from step #3 in the previous set of instructions to get the IP address that we need for installation. For example, if you see a single default gateway of 192.168.1.1, and it is second in a list of three default gateways lines, then your IP address would be the second IP address in the list from the previously issued ipconfig command (in the previous example, this was 192.168.1.148). 3. If you see multiple default gateway address, then you can likely choose an adapter associated with any of them, but if you have trouble connecting to your FIVE server, please contact us for more assistance. Downloading the FIVE Server Installer The latest FIVE server software can always be downloaded from http://www.statslog.com/fiveserversetup.exe Once you have downloaded the server software, please open it and follow these steps to complete the installation process: Support Contact Information Page

Click Next to continue with the installation process, or click Cancel to stop it.

Installing the FIVE Server Support Contact Information Page

Please enter the contact information for the employee who will be designated as the main contact person for technical matters related to FIVE. This is an individual who is authorized to communicate with StatsLog for technical support purposes, and who has the ability to perform tasks such as software installation, network configuration and various troubleshooting tasks as required. Select Destination Location Page

You can leave the default folder location at the default value (recommended), or change it if required.

Select Data Folder Page

You can leave the data folder at the default value (recommended), or change it as required. The data folder is where all FIVE project databases and file attachments will be stored, so you should make sure that this directory is on a drive with at least 1 GB of free space. CRITICALLY IMPORTANT All FIVE databases and file attachments are stored in the data folder, so it is critical that this folder becomes a part of your regular backup routine. IMPORTANT Once you have chosen a data folder, you should use the same folder when you install FIVE server updates in the future. If you need to change the data folder for any reason, first copy the previously chosen data folder to the new location before installing the server software. If you've already installed the server software with a different data folder, you can copy the old folder as long as no one has started using the new server for contract administration yet (you must replace any files in the destination data folder). CRITICALLY IMPORTANT If you have changed the data folder without first copying the old data folder contents, and there is a chance that anyone has already started using the new server for contract administration purposes, then you may have two sets of data folders with live data. Under no circumstances should you attempt to merge files and folders from one live data folder to another! Please contact StatsLog (see Appendix D) for further assistance if you have encountered this scenario. Choosing a Non-Default Server Data Folder CRITICALLY IMPORTANT If you decide to select a data folder on a shared network drive, NEVER configure more than one FIVE server to use the folder! Failure to heed this warning will cause operational failures, general instability and even data loss. If you decide to choose a FIVE server data folder that is located on a different networked computer or attached storage, then you may run into permissions problems depending on your operating system settings. FIVE 7

services run under the Local System account by default, and this account is unlikely to have access to other computers' drives, particularly when those computers are joined to a Windows Domain. The solution is to run the required FIVE services under a user account that has access to the remote folders. To do this, after installing the FIVE server software: 1. Click the Start menu button, and then click Control Panel. 2. Open the Services control panel 3. Right-click FIVE Business Server, and then click Properties. 4. Click the Stop button. 5. Click the Log On tab, and under Log on as, select This Account, and then type the name and password of an account that has access to the remote folder. 6. Click the General tab, and then click the Start button. Click OK to save the settings. 7. Repeat steps 2-6 for FIVE SMTP Service (but no others). The FIVE services that need access to the data folder should now be able to get access as required. Server Information Page

Type the static IP address of a network adaptor on the server that will be accessible from your client computers. This is the IP address that you discovered in the Before you Begin section (above). The port number will default to 25052, but if you have other software that is using this port, then you can type a different port number here.

FIVE Client
The client software should be installed on the computer of each user that needs to access the FIVE server. Downloading the FIVE Client Installer The latest FIVE client installer can always be downloaded from here: http://www.statslog.com/fiveclientsetup.exe

Installing the FIVE Client To install the program with default values, run the installation wizard and click Next to advance through all of the pages. Command Line Parameters You can also install the client software from the command line to get more control over the installation behaviour. The following optional parameters are available: Parameter/Switch /fiveserverip=X.X.X.X Description Set a default FIVE server IP address to appear on the initial configuration window when the user starts FIVE for the first time. X.X.X.X is the TCP/IPv4 address of the FIVE server. NOTE: There may not be any spaces between the parameter name, equal sign, and value. Set a default FIVE server port to appear on the initial configuration window when the user starts FIVE for the first time. X is the port number of the FIVE server. The default port is 25052. NOTE: There may not be any spaces between the parameter name, equal sign, and value. Use all of these parameters to do a completely silent installation (no warnings, confirmation windows, or error windows).

/fiveserverport=X

/verysilent /sp /norestart /suppressmsgboxes /nocancel

Configuring the FIVE Client for First Use The first time a user starts FIVE on a client computer, the Five Configuration window appears as follows:

FIVE will try to automatically fill-in the current user name by querying Active Directory (if the user is joined to a domain). If that fails, it will attempt to query the default Outlook profile (if Outlook is installed). If the current users

contact information cant be found automatically, then the text areas will remain blank, and you should type the users contact information into the appropriate boxes. Once the contact information has been filled in, click the Next button to be taken to the server configuration window:

Next, FIVE will try to automatically detect your FIVE server over the LAN. If you server is detected, the connection details will be automatically filled in to the appropriate boxes If FIVE cant automatically detect your server, type your servers IP address and Port into the appropriate boxes.

When the server connection information has been filled in, click the Start FIVE button to continue. FIVE will start and connect to your server. Authenticating Users The first time a user tries to connect to your FIVE server, an authentication code will be sent to the e-mail address that was provided during the initial FIVE Configuration wizard process. The e-mail message will have a subject of Authentication Required for Access to FIVE by StatsLog, and will come from support@statslog.com. The message will include a unique authentication code (for example, FQ5ZZSPM-4DWNQW2W-3PJVYDWH29M6PY7L). The authentication code must be copied and pasted into the FIVE Authentication Code box on the Authentication Required window that appears when the user starts FIVE from an unauthenticated computer. When the user submits a legitimate authentication code, they will have access to the software based on their permission level (see the Configuring User Permissions section for more information). NOTE FIVE Authentication Codes are single-use codes that are useless once they have been used to authenticate an account. You do not need to keep track of these codes for future use.

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For security reasons, authentication is tied to a combination of a computer identifier and e-mail address. If a user using a particular e-mail address is successfully authenticated while using one computer, they will have to re-authenticate when using a different computer. Manually Authenticating Users If a user cant authenticate their account for any of the following reasons: They didnt receive the activation e-mail from StatsLog (possibly due to a spam filter). They are incapable of activating the account by copying and pasting the authentication code into the authentication window. Any other reason.

Then you can manually activate their account by using the FIVE User Authentication Tool that is included with every server installation. NOTE You must run the FIVE User Authentication Tool directly from the server computer For security reasons, it cant be run remotely like the FIVE Administration Tool.

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Configuring User Permissions


The following permission levels are available on a per-user basis in the FIVE Administration Tool on the Users and Computers tab: Add New Items X X X X X Add Comment s* X X X X X X X X X Use Admin Tool Design Forms & Reports X X X

Permission Level

Read Items X X X X X X X X X

Modify Items X X X X X

Attach Files X X X X X

Delete Items X X X

Disabled Reviewer Review/Designer Commentor Corrector Contributor Editor Creator Creator/Designer Administration Only Unlimited

* Not implemented yet, will be available in a future update. By default, users are given Unlimited permission unless you choose a different default permission level in the FIVE Administration Tool, on the Security tab.

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Software Updates
Automatic Updates
The FIVE automatic update service makes it easy to keep your FIVE system software up-to-date - usually without requiring any intervention on the part of administrators or users. While most of our customers take advantage of automatic updates, it is possible to opt-out and apply updates manually on an as-needed basis. Operation The FIVE Automatic Update service on your server computer periodically checks for a new version of FIVE at statslog.com. If an update is available, the automatic update service downloads it along with a specially crafted signature file that is used to verify that the update has been successfully retrieved, and has not been tampered with in any way. Once the downloaded update file has been verified, the automatic update service will periodically check to make sure that there are no users connected to the FIVE server service before attempting to apply the update. When it has confirmed that the server is not in use, the update process will be initiated. While the update is being applied, users will not be able to connect to the FIVE server from the client software. The complete server update process typically finishes within about 5 minutes. NOTE Other software and services are not affected by the update process, and they can be used normally while the update is being applied. The update process will never force a server computer to restart, so the availability of non-FIVE related components should not be affected in any way. Once the server update has been applied, it will be made available to all of the client computers. Whenever a user starts the FIVE client and connects to the server, it will check to see if an update is available, and if so it will be downloaded from the FIVE server. The client software does not communicate outside of your LAN. Once the client has downloaded and verified the update from your server, the user will be prompted as to whether they want to install it or not. If the user chooses to skip the update, then they can continue to use the old version of the software unless the update is required (which is relatively rare). If the user chooses to install the update, then the FIVE automatic update service on the client computer will apply it. Once the update has been applied to the client, FIVE will be automatically restarted and the software can be used as normal. There are a few situations that can prevent the update from being automatically applied, which means that a manual update will likely be required. For more information on reasons for automatic update failure, please see Appendix B: Troubleshooting. For more information on performing a manual update, please see the Manual & Hybrid Update Processes section below.

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Important Considerations The FIVE automatic update service needs to be in a Started state on your server and client computers in order for updates to be successfully processed automatically. The FIVE automatic update service should be running under the Local System user account (this is the default) on the client and server computers. The FIVE automatic update service on the server computer must be able to communicate over the Internet with http://www.statslog.com over TCP port 80 in order to receive the update files. Your outgoing firewall rules should be set accordingly. The process for configuring firewalls is outside the scope of this document, so please see the documentation of your firewall hardware/software for more information. The FIVE automatic update service on the client computer does not need access to the Internet or LAN, and can be blocked by a firewall without causing undesired operation. Opt-Out If you do not want to participate in the automatic update program, you can disable the FIVE automatic update service in the Windows services control panel on the server computer. The disabled status will be honoured even after running a manual update. You should leave the FIVE automatic update service running on your client computers so that you can push updates out to them from within your LAN, on your own schedule, under your complete control. This is known as the hybrid update process. For more information on the hybrid update process, see the Manual & Hybrid Update Processes section below.

Manual & Hybrid Update Processes


If youve opted out of the automatic update program, or if an automatic update fails on one or more clients, then you will need to manually install updates. You can always do an in-place install of the latest versions of the server or client software over an existing version without needing to uninstall the old version first. The installation packages will also handle the disabling/re-enabling of FIVE related services automatically, so you do not need to handle this manually under normal circumstances. The latest version of the FIVE server software is always available from: http://www.statslog.com/fiveserversetup.exe The latest version of the FIVE client software is always available from: http://www.statslog.com/fiveclientsetup.exe IMPORTANT Always archive copies of the FIVE installation files (listed above) when you are using a manual/hybrid update process. This will allow you to perform fresh installations on new computers, or repair installations on existing computers, while maintaining a consistent software version across all of your client and server computers. 14

Hybrid Updates If you want to perform manual updates on your server, yet still use the automatic update process to distribute updates to your clients for automatic installation: 1. On the server computer, make sure that the FIVE Automatic Update service is disabled in the Windows services control panel. 2. On the server computer, manually install the latest version of the FIVE server software from http://www.statslog.com/fiveserversetup.exe 3. On the server computer, download the following two files to your %programfiles%\StatsLog Software\FIVE\Updates folder: http://www.statslog.com/five_update.exe http://www.statslog.com/current_versions5a.txt Silent Command Line Installation First-Time First-time silent command line installation of the server software is not possible because the installer needs to collect your contact and server configuration information before it can be properly installed the first time. First-time silent command line installation of the client software is possible as follows:
five_update.exe /type="clientonly" /verysilent /sp /norestart /suppressmsgboxes /nocancel /log=update.log

Subsequent Times/Updates You can perform a silent command line update of the server software as follows:
five_update.exe /type="serveronly" /verysilent /sp /norestart /suppressmsgboxes /nocancel /log=update.log

You can perform a silent command line update of the client software:
five_update.exe /type="clientonly" /verysilent /sp /norestart /suppressmsgboxes /nocancel /log=update.log

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Uninstalling FIVE
You can perform a basic uninstallation of FIVE from the Windows Add/Remove Programs (Windows XP) or Programs and Features (Windows Vista or newer) Control Panel. However, In order to make re-installation easier, and to prevent the unintended destruction of important data, basic uninstallation will not remove your FIVE configuration files/registry entries, nor will it remove your project databases, address book database, file attachments , or form or report templates. If you want to completely remove all traces of FIVE from your system, see the C OMPLETELY REMOVING FIVE USING THE FIVE I NSTALLATION C LEANUP T OOL section.

Completely Removing FIVE using the FIVE Installation Cleanup Tool


IMPORTANT The process described below will remove all FIVE related data from the computer that it is run on. When run on a FIVE server computer, all project databases, the address book database, all file attachments, and form and report templates will be removed. Please make sure that you want to completely remove all of your FIVE system data before proceeding, or you will have to recover the data from a recent backup. You can completely remove all traces of FIVE from your computer as follows: 1. Perform a basic uninstallation of FIVE using the Add/Remove Programs Control Panel (XP) or Programs and Features Control Panel (Vista or newer). 2. Download and run the FIVE Installation Cleanup Tool from http://www.statslog.com/FIVECleanupTool.exe 3. NOTE: This tool requires Administrator access to remove FIVE files from protected areas, so you will be prompted to either submit your administrator user credentials, or to confirm that you want to allow the software to modify your hard drive. 4. Click the Scan for FIVE files on this computer button, and wait while the software performs a deep scan for FIVE system folders and registry entries. This process can take a few minutes. 5. If no FIVE folders or registry entries are found during the scan, the tool will inform you, and can then be closed (your system is already clean). If any FIVE system folders or registry entries are found, then they will be listed. 6. Confirm that the listed folders and registry entries should be removed (optionally deselecting any that you want to keep), and then click the Remove selected FIVE files from the computer button. Windows may prompt you to confirm some choices as they are being removed, and if so, choose the option to allow the removal of the selected item. When the cleanup tool is finished, you will be notified and the program will close. 7. Delete the downloaded FIVECleanupTool.exe file. All FIVE files, folder, and registry entries have now been removed from your system.

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FIVE Server System Services


The FIVE Server system is comprised of the following services: Service FIVE Automatic Update Service Description Periodically checks for an updated installation package from statslog.com, then downloads and installs the update when nobody is using the client software. This service can be disabled to prevent automatic updates from being downloaded and installed. FIVE Business Server Service The main business logic service. Handles connections from the client software, and the storage and transfer of data between the server and its clients. This service should always use the default startup type of Automatic. FIVE Mail Service Delivers queued e-mail messages originating from the client software via SMTP. This service should always use the default startup type of Automatic. FIVE Service Monitor Service Detects crashes, stuck network listeners, and other conditions that can cause unwanted operations, and automatically restarts them as required. This service should always use the default startup type of Automatic.

Starting and Stopping FIVE Services


In general, you shouldnt need to stop and start the FIVE services manually. However, if the need should arise, it is recommended that you use the FIVE Services Tool that is included with every server installation. The FIVE Services Tool will start and stop the services in the most recommended order, and can successfully stop services that can sometimes fail to stop when using the Windows services control panel. If you dont want to use the FIVE Services Tool then you can use the standard Windows Services control panel, or a command line tool such as sc. The recommend order for stopping services is: 1. FIVE Service Monitor Service 2. FIVE Automatic Update Service 3. FIVE Mail Service 4. FIVE Business Server Service Starting services should be done in the reverse order of the above list. FIVE Services Tool The FIVE Services Tool can be used to: Start and stop FIVE services in the recommended order, Successfully stop services that have failed to stop using the Windows services control panel. 17

Enable/disable the FIVE Automatic Update service.

Starting the FIVE Services Tool IMPORTANT Unlike some FIVE administration tools, the FIVE Services Tool must be run directly from the server computer (or over a remote desktop connection to the server). The FIVE Services Tool requires Administrator privileges, which will be requested when the software is started. The FIVE Services Tool can be started on the server computer from the Local Server Tools menu of the FIVE Administration Tool , or by clicking the Windows Start menu > All Programs > FIVE by StatsLog > Tools > FIVE Services Tool option. Using the FIVE Services Tool When you start the FIVE Services Tool, you will see a list of all of the available FIVE services, along with their current status, similar to the following:

If the status of all of the FIVE services is either Started or Disabled (in the case of the Automatic Update Service), then you will have the option to click the Stop FIVE Services button to stop all of the listed services. If the status of one or more of the services is Stopped, then you will have to option to click the Start FIVE Services button to start all of the non-disabled services. To toggle the status of the FIVE Automatic Update service between enabled and disabled, click the More menu, and then click Enable/Disable the FIVE Automatic Update Service.

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FIVE E-mail Message Delivery Options


Introduction
There are two methods available for sending e-mail messages from FIVE: Using the included FIVE SMTP server service, or Using your default e-mail software.

About the FIVE SMTP Service


FIVE includes an outgoing e-mail server that queues and delivers e-mail messages using the SMTP protocol. The service is called FIVE SMTP Server in the Windows services control panel. The benefits of the SMTP server include: There is a central point of configuration for outgoing e-mail services (compared to StatsLog4, where it was necessary to configure the e-mail feature on each individual user's computer). Your users can send e-mail messages from any computer where the FIVE client software is installed, not just where a third-party e-mail program has also been configured for them. Using the FIVE Administration tool, you can see the complete list of outgoing e-mail messages that have been queued for delivery by all of your users. You can also remove messages from the queue before they are delivered. Users can see whether individual e-mail messages have been delivered from the FIVE client software (filtered by project, type, etc...)

Configuring the FIVE SMTP Service While the FIVE e-mail server will deliver messages without any special configuration, you are likely to discover that some of your messages do not arrive at their recipients, or are re-directed to junk e-mail folders. This is almost always due to spam prevention features at the recipients' mailboxes either black -holing (deleting without notice) or marking e-mails sent from FIVE as spam. There are 2 methods available to fix this problem. You can: Use an SMTP relay service. Sign your messages using DKIM.

The method of choice depends on factors that are specific to your firm and the network Internet service provider (ISP). Configuring SMTP Relay If all of your users use the same SMTP server as provided by your ISP, you can use this SMTP server as a relay. If you use an e-mail service provider that is different from your ISP (for example, Gmail), you may still be able to use this service as an SMTP relay, but you will need to configure the e-mail service to allow each of your users to 19

send e-mail through a single account. Typically this is done by adding multiple e-mail accounts to a single signon through the provider's web interface. The specifics of this vary from provider to provider, and as such you should contact your e-mail service provider for instructions on how to accomplish this. We also offer a consulting service to configure this if required. Once your SMTP relay is ready to accept e-mail messages sent from FIVE, you can configure the service to use the relay using the FIVE administration tool. To do this: 1. Click the Start menu button, click All Programs > FIVE by StatsLog > Tools > FIVE Administration Tool. The FIVE Administration Tool window appears. 2. Select the server that you would like to configure from the list of servers on the left. 3. Click the E-mail tab 4. On the Options sub-tab, under SMTP Relay Settings, select the Enable SMTP Relay option. 5. In the SMTP Server box, type the host name of your SMTP server (for example, smtp.bellnet.ca) 6. In the SMTP Port box, type the port of your SMTP server (usually 25 or 465). 7. If your SMTP server requires authentication, type the user name and password into the appropriate boxes. 8. If your SMTP server requires encryption, please choose the appropriate type from the Security list. 9. Click the Apply button at the top right of the e-mail settings pane. E-mail message sent from FIVE will now use the SMTP server as a relay and you messages should arrive at their recipients' inboxes as expected.

Configuring DKIM Message Signing


DKIM message signing is recommended in situations where there is no central SMTP service used by all users at your company, or where it would be impractical to configure access for a large number of users at a central SMTP service. It requires some advanced configuration steps, such as: The creation of a private and public key. The addition of a TXT record on the name server for your domain with the public encryption key. The configuration of the FIVE server to use your private encryption key.

If you already have a DKIM TXT record on your domain name server, you can use your current private key for signing e-mail messages sent using FIVE. The proper configuration of DKIM also varies from company to company depending on your network configuration and service providers, so more details are beyond the scope of this document. If you are interested in using the DKIM message signing feature, please contact us at support@statslog.com to discuss your particular circumstances.

Using a Default E-mail Application for Message Delivery


You can configure FIVE to send e-mail messages using the default e-mail program on your users' computers if they already have an e-mail client installed and configured to send e-mail messages.

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Limitations When Using a Default E-mail Program for Message Delivery If you choose to let the default e-mail application deliver e-mail messages from FIVE, you will not be able to use the e-mail message queue in the FIVE Administration Tool. There is also no way for FIVE to know that an e-mail message has been sent to the recipients mailboxes, so FIVE assumes that messages have been successfully delivered once they have been sent from your the default e-mail program. Configuring a Default E-mail Program for Message Delivery To configure FIVE to use your default e-mail program to send e-mail messages: 1. Start the FIVE client software. 2. Click any tab to the right of the Dashboard tab. 3. Click the arrow to the right of the icon in the view action bar, and then click E-mail Account Setup. The Email Settings & Registration window appears. 4. Select the Send messages using my default e-mail application option, and then click OK. The next time you try to send an e-mail message from FIVE, the New Message window from your default e-mail application will appear.

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FIVE Remote Support Sessions


Introduction
It is possible to conduct remote support and training sessions with a StatsLog support representative using your phone & Internet connection. The technology works by sending an encrypted view-only screencast to a StatsLog support representative. Verbal instructions are then delivered over the telephone. You are in complete control over when the remote support session is active you can start or stop it at any time, and StatsLog has no control over whether or not you are sharing your screen with us. You are also in complete control over your computer while the session is active your computer screen is view-only on our end, so we cannot do anything to affect the data on your computer. The StatsLog support representative can only provide instructions to you on how to perform tasks, which can then be carried out by you under the watch of the representative.

Remote Support Session Tips


Always request a new 10-digit support key from a StatsLog support representative before you start a remote support session Look for the flashing dot on your screen. It is a signal from the StatsLog support representative indicating somewhere to click, type data, or just to be aware of. Please limit the amount of exploratory clicking that you do during the session. The remote link runs fairly quickly, but it can easily get confusing if the display changes rapidly and gets out of sync with the support representative's signals and explanations. You will get more out of the session if you limit your interaction with the program to the directions of the support representative. If you have a hands-free or headset option on your phone, it is recommended that you use it to improve the remote support experience, as it will allow you to interact more naturally with the software.

Starting a Remote Support Session


1. Start FIVE. 2. Click the button (near the top right of the FIVE window), and then click Start Remote Support Session. The Support Key window appears. 3. In the Ten Digit Support Key box, type the number that is given to you by a StatsLog support representative, and then click Submit. The StatsLog support representative will confirm that the remote support session has been successfully started at which point the session will begin.

Ending a Remote Support Session


1. Click the button (near the top right of the FIVE window), and then click Stop Remote Support Session. 2. If you are notified that the support session is in progress, click Close the support session. 3. Once the remote session has been stopped, the StatsLog support representative will no longer be able to see the contents of your computer display.

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Appendix A: Installation Checklist


01 02 Read the FIVE Administrator's Guide (this document). Server computer meets the all of the following hardware and software requirements. RAM 512MB minimum Processor Pentium 4 or better Network Fast Ethernet 100BaseT or faster Free Hard Drive Program drive: 50 MB Space Data drive: 1 GB or more OS Windows 2000 Professional, XP, Server 2003, Server 2008, Vista, 7 or newer Server computer has a static IP address, and it has been recorded in the space below. FIVE Server Static IP Address: . . . . If TCP/IP port 25052 is available on the server computer, write it in the space below. If TCP/IP port 25052 is not available on the server computer, please write the number of an available port that you will use for FIVE in the space below. FIVE Server Port: (default: 25052) By default the FIVE data folder (storage for databases and attached files) is located on the same drive that the FIVE server software is installed (usually C:\%programdata%\StatsLog Software\FIVE\Server). You can choose a non-default folder when you install the FIVE server software. This location should have at least 1GB of free space available. CRITICALLY IMPORTANT Recommended Required

03 04

Required Required

05

Required

NEVER use the same data folder for more than one FIVE server installation!
Please write the location of the FIVE data folder in the space below: FIVE Data Folder Path: Download the latest FIVE Server installation EXE to the server computer from http://www.statslog.com/fiveserversetup.exe

. Required Required

06 07

08

09 10 11

Start the FIVE server installation EXE on the server computer. When prompted for server IP and Port, use the values written in steps 03 and 04. When prompted for the FIVE data folder location, use the value written in step 05. After the FIVE server software has been installed, confirm that the server is reachable over the LAN by opening any web browser and going to http:// <FIVEServerIP>:<FIVEServerPort> where <FiveServerIP> is the value written in step 03 and <FIVEServerPort> is the value written in step 04. For example, if your FIVE server was installed on IP 192.168.1.2 and port 25052, go to http://192.168.1.2:25052 (example address only!) If the FIVE server is reachable, you should see the image in Figure 1. If you don't see the message, then please consult Appendix B: Troubleshooting, or contact StatsLog support at support@statslog.com Download and install the latest version of the FIVE client software to a shared network folder or USB drive from http://www.statslog.com/fiveclientsetup.exe Install the FIVE client software on each user's computer, and then start FIVE. When prompted for the FIVE server IP address and port, use the values written in steps 03 and 04. Confirm that all of the icons have been checked off, and that all of the spaces marked with a icon have been filled in. The installation of your FIVE system is now complete!

Recommended

Required Required

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Appendix B: Troubleshooting
Client Maintenance Mode
Some classes of problems may require the use of the FIVE client maintenance mode feature. If you are having trouble starting the FIVE client, or if the project tabs are not available after connecting to a server, it is recommended that you restart FIVE in maintenance mode and run the appropriate task(s) defined below. Starting the FIVE Client Software in Maintenance Mode To start the FIVE client software in maintenance mode: 1. Make sure that all instances of the FIVE client are closed on the local computer. 2. Press and hold the Ctrl key, and then launch FIVE. The Five Maintenance Tool window appears as follows:

Maintenance Mode Options Option Clear the shared FIVE Temporary Cache folder on this computer Description The temporary cache folder stores non-project data related to the server configuration locally in order to save time at startup. If the cached files should become corrupt for any reason, it can cause problem when starting FIVE. Select this option to clear the local cache, which will force the client software to request fresh copies from the server, and save some disk space. Recommendation: Select this option as part of a first attempt to solve any startup/connection problems.

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Option Delete your FIVE Local Options database file

Description The local options database file stores user-specific configuration options locally. If it gets corrupted, this can cause a variety of startup and/or operational problems. Every users local options database is also stored remotely on the server for automatic retrieval when it isnt found locally. This means it is usually safe to delete the local copy without negatively impacting operation in any way. Recommendation: Select this option as part of a first attempt to solve any startup/connection problems. Note: If you select this option, the next time you start the FIVE client, you will need to re-enter the initial configuration information (Server IP & Port, User name & e-mail address).

Clear your server-side FIVE Synced Storage folder

IMPORTANT: If you use this setting, all of the users custom settings will be permanently destroyed. This setting should only be used as a last resort. However, most user settings are cosmetic/non-critical, so this is usually a minor inconvenience at worst. The server-side synced storage folder keeps copies of user-specific files on your FIVE server so that they can be sent to the client when a users changes computers, keeping all of their custom settings intact wherever they use the software. In rare cases a corrupt settings file can get sent to the server synced storage folder, which means that the corrupt file will be synced with the client on startup even if youve previously removed a bad settings file using the Delete this users FIVE Local Options database file option. Recommendation: Select this option as part of a second attempt to solve any startup/connection problems. Note: This setting should be combined with the Delete this users FIVE Local Options database file in order to be fully effective.

Enable additional compression when available

Unless instructed otherwise by StatsLog Support, this option should always be selected. When selected, some client-server communications will use a higher compression algorithm on large data transfer for better performance. When cleared, additional compression will not be used.

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Option Enable form template rendered page caching

Description Unless instructed otherwise by StatsLog Support, this option should always be selected. When selected, rendered form templates will be cached and re-used for better performance. When cleared, form template pages will be completely rendered each time that they are shown.

Enable debug mode

Unless instructed otherwise by StatsLog Support, this option should always be cleared, as selecting it can have a negative impact on performance. Debug mode causes the FIVE client software to log verbose information, warnings, and error messages, which can assist StatsLog Software in diagnosing and fixing software problems. Debug logs can be compiled using the FIVE Event Log Tool, and sent to StatsLog Software for analysis.

After choosing the appropriate maintenance mode options, click the Start FIVE button to perform the maintenance tasks. After the maintenance tasks have been performed, FIVE will automatically restart.

Common Problems & Solutions


Problem The client can't connect to the server Diagnostics & Solutions 1. On the server computer, confirm that the server is listening to the IP address and port that you installed it on from a web browser. For example, if you installed the server on address 192.168.1.10, port 25052, then open your browser and navigate to http://192.168.1.10:25052. You should see a confirmation page that says dhRPCService is running! 2. Perform step #1 from a web browser on a client computer. You should see the same message that you saw when you performed the step on the server computer. If not, it means that something is preventing network communications between the client and the server. This is usually a firewall configuration issue that is beyond the scope of this document. Please refer to your firewall documentation and make sure that any firewalls are allowing network communications for both the server software (FIVEBusSvc.exe) and the client software (FIVEClient.exe) over the server IP address and port. 3. If you can see the dhRPCService is running! message in your browser in both of the above steps, then there is a likely a FIVE software configuration problem. The most important things to make sure of in this situation are that you have installed the latest server and client software available from the StatsLog website. The latest server software is always available from http://www.statslog.com/fiveserversetup.exe and the latest client software is always available from http://www.statslog.com/fiveclientsetup.exe 4. Once the latest versions have been confirmed to be downloaded and installed, please run the FIVE Administration Tool on the server computer (Start menu > All Programs > FIVE by StatsLog > Tools > FIVE Administration 26

Problem

Diagnostics & Solutions Tool). Select the IP address and Port of the installed server from the list of FIVE servers, and then look at the Summary tab. If it says Could not connect to server, then contact StatsLog Support for further assistance (see Appendix D: Support Options). 5. If the text on the summary tab says Server Information for <IP Address> and Port <Port>, then the client connection problem is likely due to a licensing issue. Please contact StatsLog Support for further assistance (see Appendix D: Support Options) 6. If you none of the above applies, or helps, then please contact StatsLog Support for further assistance (see Appendix D: Support Options)

Can't conduct a remote support session

You must get a new 10-digit support key from a StatsLog support representative for each remote session. Keys cannot be re-used. The FIVE client software (usually located at %programfiles%\FIVE.exe) must be allowed to communicate over the Internet with support*.statslog.com on port 27777. Please make sure that any firewalls or other security software been configured to allow this communication. Make sure that the FIVE automatic update service status is Started in the Windows services control panel. Make sure that the %programfiles%\StatsLog\FIVE\FIVEUpdateSvc.exe file is not being blocked from communicating over the Internet by a firewall or other security software. If the server still wont automatically update itself, please contact support@statslog.com , and provide a copy of the five_update.log file from the %programdata%\StatsLog Software\FIVE\Updates folder on the server computer (if available). Make sure that the FIVE automatic update service status is Started in the Windows services control panel. Make sure that Microsoft Outlook and Microsoft Excel are not running when attempting to install the update. If you are using the hybrid update process, make sure that the build number of the server that you manually installed matches the build number of the five_update.exe file that you have copied in your %programdata%\StatsLog Software\FIVE\Updates folder on your server computer. If you are using the hybrid update process, make sure that the build number in the first line of the current_versions5a.txt file matches the build number of the five_update.exe file (both files are stored in the %programdata%\StatsLog Software\FIVE\Updates folder on your server computer). IMPORANT NOTE: NEVER manually modify the contents of the current_versions5a.txt file this will cause a mismatch between the signature and the build numbers, which will prevent the update from being processed automatically. 27

Automatic Update cant be applied on the server

Automatic Update cant be applied on one or more client computers

Problem

Diagnostics & Solutions If you are using the hybrid update process, it is critical that the build numbers of the installed server, archived update and archived update information file all match in order for the client update to be applied automatically. If there are any mismatches, please follow the steps in the Software Updates - Hybrid Updates section above. If there are still problems automatically applying an update on a client computer, please perform a manual installation from your archived copy of the fiveclientsetup.exe file. If you dont have an archived copy available (which is highly recommended for the hybrid update process), please download the latest version of the client from http://www.statslog.com/fiveclientsetup.exe. You can also send a copy of the five_update.log file located in the %programdata%\StatsLog Software\FIVE\Updates folder on the client computer to support@statslog.com for review so that we can help diagnose and solve the problem.

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Appendix C: Network Diagram

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Appendix D: Support Options


If you require assistance for any reason related to the installation and configuration of your FIVE server and clients, please contact StatsLog support: By e-mail at support@statslog.com By opening a support ticket at http://www.statslog.com/support, or By telephone at 1-800-266-4068. Keep up-to-date with the latest StatsLog news by following us on Twitter at http://www.twitter.com/statslog

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