Top 10 Steps for Troubleshooting Cyberstation and webClient issues

[Product_Support]

Issue

There are many issues that can happen at Cyberstation and methods are needed to troubleshoot.

Product Line

Andover Continuum

Environment

• Cyberstation

Cause

There are software updates and environmental reasons for issues coming from Cyberstation and there are a number of tools to help troubleshoot.

Resolution

This guide covers both software and hardware troubleshooting steps for Cyberstation and webClient issues. Use these methods and tools to diagnose problems:

1. Determine Scope

• Is the issue isolated (one workstation) or system-wide (multiple workstations)?
• Isolated issues may relate to:
• Installation problems
• Windows OS or hotfixes
• Hardware failures

2. Check Continuum Compatibility

• Verify versions of:
• Continuum Service Packs
• Windows OS (including Service Packs)
• Microsoft SQL Server
• Internet Browser
• webClient
• Software and Firmware Compatibility Matrix Version 2.03 

3. Review Cyberstation Error Messages

• Look for error messages displayed on screen.
• Access help:
• Press F1 in Cyberstation → Index → Type “Error” → Select “Error Messages”
• Locate Cyberstation error messages
  How do you locate error messages in Cyberstation?

    4. Check Windows Event Viewer

• Look for errors or event IDs at the time of the issue.
• Use logs to:
• Search online for solutions
• Share with support
• Sharing Windows Event Logs for Troubleshooting Purposes 

5. Verify Windows Updates

• Were any Service Packs or hotfixes recently applied?
• List all updates:
• Windows: How to List All of the Windows and Software Updates Applied to a Computer

6. Check Installed Software

• Review recently installed programs:
• Windows XP: Control Panel → Add/Remove Programs
• Windows 10: Control Panel → Programs and Features

7. Scan for Viruses/Malware

• Ensure Anti-Virus and Malware tools are updated.
• Run full scans to clean infected PCs.

8. Inspect Hardware

• Common failure points:
  • Memory: Use BIOS diagnostics
  • Hard Drive: Run CheckDisk; reformat if needed
  • NIC (Network Interface Card): Swap if faulty
  • Graphics Card: Update drivers or replace
  • Use Windows Device Manager Look for devices with an exclamation point.
    Error codes in Device Manager in Windows

9. Gather System Information

• System Info (Msinfo32): Description of Microsoft System Information (Msinfo32.exe) Tool 

10. Restore Point or Reinstall

• Use Windows Restore Point (XP, Vista, 7): What is System Restore?
• If unsuccessful:
• Reformat hard drive if necessary and Reinstall Cyberstation or Windows OS