FAQs and Troubleshooting

In This Section

1. Frequently Asked Questions - ExactAccess Client
   1. Do I have to use Windows 10 or Windows 2016 for my XA client installations?
   2. Are there specific versions of the operating system that are not supported?
   3. Can I continue to use an older client while updating to the latest server version?
   4. Can I continue to use an older server while updating to the latest client version?
2. Frequently Asked Questions - ExactAccess Server
   1. Why do I need to add a dependency registry key to the services?
   2. Why do you recommend Windows Authentication mode? Can SQL Authentication be used?
   3. Does XA support databases other than Microsoft SQL Server?
   4. How can I quickly determine the version of Microsoft SQL server?
   5. Can I configure the ProxCard server to always save passwords, or set a high password save time so that passwords are never expired?
   6. What is the maximum password save time for ProxCard server?

Frequently Asked Questions - ExactAccess Client

The following questions and answers are provided to give you an additional level of detail regarding XA Client. If you do not see your question here, please contact your HealthCast representative.

Do I have to use Windows 10 or Windows 2016 for my XA client installations?

The listed platforms are the target platforms for ExactAccess. Older operating systems will continue to be supported for as long as they are supported with security updates from Microsoft.  For instance, Windows 7 will continue to be supported until 2020 when Microsoft will stop producing security updates as published on the Fact Sheet.  HealthCast recommends that customers conform to Microsoft policies and have a plan in place for end of life as defined by those policies.  As noted on the Microsoft site concerning Windows 10:

Note

Excerpt

All Windows 10 editions are managed via the Windows as a Service (WaaS) model: Updates are cumulative, with each update built upon all of the updates that preceded it. A device needs to install the latest update to remain supported.

By policy, devices need to install the latest feature update within a 60-day grace period of its release to continue to be eligible for monthly servicing with security updates and other quality updates.

Because of this update in policy and distribution mechanism, HealthCast is unable to support an operating that Microsoft is also not supporting.  This results in the target platform being the currently maintained and updated operating system version available from Microsoft.  As Microsoft continues to produces releases, ExactAccess target platforms will be updated to reflect those releases and support policies.

Caution

Note

Not all features may function when using older operating systems.  For example, High DPI support requires the Windows 10 Creators (1703) release to function properly.  Older operating systems do not fully support High DPI displays. Microsoft is continuing to improve this technology which may also alter the minimum supported operating system version for this feature.

In general, HealthCast supports the Windows 10 Enterprise or Windows 10 IoT Enterprise edition, as well as the latest Windows 10 LTSB versions.

This same policy applies to Windows Servers for RSM.  Microsoft will be ending support for Windows Server 2008 R2 (SP1) in 2020 and Windows Server 2008 (SP2) in 2020 (Windows Server 2008 support ended in 2011 with the introduction of SP1 - and 2015 with introduction of SP2), with Windows Server 2012 and Windows Server 2012 R2 support ending in 2023.

Are there specific versions of the operating system that are not supported?

Yes.  Any operating system that Microsoft is no longer supporting (such as Windows XP), or that has reached end of life, while still functional, are not supported by the ExactAccess client. 

In addition, Microsoft has release some special purpose versions, such as Windows 10 IoT (IoT Core, and IoT Mobile Enterprise specifically), Windows Mobile, Mobile Enterprise, and Windows S that do not contain the full feature set of Windows 10.  The ExactAccess client is not intended to function on these versions.

Caution

Note

"Windows 10 IoT Enterprise" is binary equivalent to "Windows 10 Enterprise" and is the only supported "IoT" version.

ExactAccess is an enterprise product, and requires an enterprise level operating system (such as Pro or Enterprise editions), as such, the Home editions are also not supported.  HealthCast strives to maintain compatibility with the latest versions of Windows, however, Insider Program editions are also not supported, as they cannot be guaranteed to be stable. HealthCast recommends Current branch (CB) or Current branch for business (CBB) editions.

Important

If you have questions regarding compatibility with your current environment, please contact HealthCast Support or your HealthCast Account Manager.

Due to the volume and rapidity of operating system releases (there are 19 versions of Windows 10 Anniversary edition - all labeled as 1607), It may be necessary to update to the latest build version (14393.1480) before a support request can be fulfilled.

Can I continue to use an older server while updating to the latest client version?

In most instances, the new XA client will continue to function with older XA server versions.  However, additional features provided by the client may not fully function without the latest server version.  For example, the HCIDeploy Publisher management application from 4.11 will not function properly unless the server is 4.11 or higher.  A 4.10 HCI Deploy publisher will also not correctly function against a 4.11 server - it must remain pointed to a 4.10 server.  A 4.10 HCIDeploy client  will still pull updates from a 4.11 server, but cannot be managed by newer tools, and the 4.10 management tools cannot be used to maintain the server.  In the case of the XA toolbar, you cannot use the 4.10 client pointed to a 4.11 server - you must use a 4.11 client pointed to a 4.11 server and leave the 4.10 client pointed to a 4.10 server.  The data changes are incompatible between versions.

Can I continue to use an older client while updating to the latest server version?

In most instances, the older XA client will continue to function with a new XA server version.  However, additional features provided by the server may not fully function as intended. For example, the HCIDeploy Publisher management application from 4.10 and earlier will not function properly with the 4.11 or higher server version.  In these cases, the client must use a matched version of the server.  For instance, if you are using the XA toolbar from a 4.10 client - then you cannot use the 4.10 client pointed to a 4.11 server - you must use a 4.11 client pointed to a 4.11 server and leave the 4.10 client pointed to a 4.10 server. The data changes are incompatible between versions.

Frequently Asked Questions - ExactAccess Server

The following questions and answers are provided to give you an additional level of detail regarding XA Server. If you do not see your question here, please contact your HealthCast representative.

Why do I need to add a dependency registry key to the services?

In a server setup where SQL Server and XA Server are installed on the same machine, it is important that the SQL services begin to run before the ExactAccess Server service runs. This registry key configures the ExactAccess Server services to run after a SQL instance has been initiated.

Why do you recommend Windows Authentication mode? Can SQL Authentication be used?

Windows Authentication mode is recommended because it is more secure than SQL Authentication. The generic administrative account used for SQL Authentication is widely known, and often easy to exploit. Using Windows Authentication simplifies the installation and configuration of XA Server. We have chosen to document Windows Authentication to make the installation and configuration instructions simpler and easier to follow.

XA Server does support SQL Authentication. If you are using SQL Authentication or SQL clusters in your environment, please contact your HealthCast Project Manager.

Does XA support databases other than Microsoft SQL Server?

No. XA only supports Microsoft SQL Server. HealthCast will consider support for additional databases in future releases of XA.

SQL Version numbers

• SQL 2016 = 13.x
• SQL 2014 = 12.x
• SQL 2012 = 11.x
• SQL 2008 = 10.x
• SQL 2005 = 9.x
• SQL 2000 = 8.x

SQL Version Query

SELECT SERVERPROPERTY('productversion'), 

SERVERPROPERTY ('productlevel'), 

SERVERPROPERTY ('edition')

• Example output when connected to SQL 2016Enterprise
  • 13.0.1601.5 – RTM – Enterprise Edition: Core-based Licensing (64-bit)
    • RTM indicates, "release to manufacturing". This means that no service pack has been applied.
• Example output when connected to SQL 2012Enterprise
  • 11.0.5343.0 – SP2 – Enterprise Edition (64-bit)
• Example output when connected to SQL 2005Enterprise
  • 9.0.0.1399.06 -- RTM -- Enterprise Edition
    • RTM indicates, "release to manufacturing". This means that no service pack has been applied.
• Example output when connected to SQL 2000 Enterprise with SQL Server Service Pack 3 applied
• 8.00.760 -- SP3 -- Enterprise Edition

Note

While using the "select @@version" query may seem to be a quicker way to check the SQL version, this command actually shows the Operating System service pack level, not the SQL Server service pack level, which often leads to confusion of the version of the SQL server instance.

How can I quickly determine the version of Microsoft SQL server?

Execute the following query in the SQL Management Studio against the server the database resides on:

Can I configure the ProxCard server to always save passwords, or set a high password save time so that passwords are never expired?

It is now possible to set the server to always retain passwords so that they never expire. See ProxCard Server configuration.

Note

It is not recommended to have password expiration set to infinite in a mixed mode environment where PIN is not enabled on workstations.

What is the maximum password save time for ProxCard server?

ProxCard server does not support password expiration longer than 1440 minutes (24 hours) when configured to support expiration with the configuration tool - however, though not recommended, the value can be directly modified in the registry to support longer times. With rolling password save, it is recommended to have this value as short as possible for higher security.