KB182037911: Cape Pack 16 - Frequently asked questions

Introduction

Cape Pack 16 is Esko’s next generation of Palletization software. Our ultimate goal is Palletization “in the cloud” with a modern user interface and high-quality, interactive 3D graphics and reporting. Due to the size of work, this project is divided in several phases. In this very first release, you will see the software as a mixed environment (Cape desktop application + Cape cloud).

This article collates the FAQ for the Cape pack 16, which will be released in October 2016.

How do I get an Esko ID?

You need an Esko ID to sign in to use the application and to access the Cape Cloud. Please refer to this knowledge base article:

• Page:
  KB93520328: What is Esko ID and why should I get one

What is a Named User Subscription?

A named user subscription is managed online and linked to users via their Esko ID (unlike local subscriptions which are linked to a specific computer through activation). Cape Pack 16 uses Named User Subscription license method, which requires you to sign in with your Esko ID.

• Named user subscriptions can exist for desktop applications, cloud applications or even products that are combinations of the two. 
  
• Managing named user subscriptions:
  
  • On https://mysoftware.esko.com/, administrators (signed in using their Esko ID) can see all subscriptions of their company (under SUBSCRIPTIONS tab) and assign them to the different users (who are identified by Esko ID or Email address if they don't have an Esko ID yet).
  • The administrator can also unassign named user subscriptions to assign them to another user or to stop the subscription.
  • By default, the person who ordered the subscription(s) is the license administrator who can access the management portal on https://mysoftware.esko.com/. If someone else manages your company's subscriptions, you can contact Esko Support to give him/her access.
    
• Using named user subscriptions:
  • The first time that users launch the application, they need to sign in with their Esko ID. To sign in, the user needs to be online and a valid subscription for that application must be assigned to them. Otherwise, sign-in will fail and the application can not be used.

  • As long as the user is signed in for that application on that computer, he/she can use the software. The user will remain signed in, also when closing the application or even when shutting down the computer. 

  • For each named user subscription, the user can only be signed in on one computer at a time. So to use the application on another computer, you need to sign out from the first computer, force a "sign out remotely" is also possible.

You can find more information in the attached presentation: Named user subscription for Cape pack 16.pdf

For more FAQ about Named user subscription see: KB182037955: Named User Subscriptions - Frequently asked questions_deleted_3/7/2017 1:09:35 AM

How can I deactivate a local license with the Local License Manager?

As Cape Pack 16 uses Named User Subscription, for customers who already have Cape Pack 2.16 local subscription license installed will need to deactivate the local subscription license when they upgrade to Cape Pack 16.

Check this movie for information on how to deactivate a local license:

Step-by-step instructions:

1. Start the Local License Manager application.
2. Select the licenses you want to deactivate. (in this case, it's your Cape local subscription license)
3. Click Deactivate. The Deactivate License Wizard appears.
4. Click Next to continue.
5. A product key file is created and the Save the key dialog box appears.
   
   1. You will need the product key file to activate the license for this product key on another computer.
6. Click Save as, go to the desired location and click Save.
   
7. Click Next to continue.
   
   1. Your licenses are now being deactivated. Upon completion, you get a message confirming successful deactivation.
8. Click Finish to close the wizard.
   
9. The product licenses will disappear from the Local License Manager.

What is the system requirements for Cape Pack 16?

The following page includes the minimum requirements for Cape Pack 16 (Desktop application, Web-based browser and internet and 3D graphic for accessing info on the could):
Cape Pack 16 System Requirements

What if I get following error when installing Cape Pack 16?

client.exe - Bad image error window displaying:

C:\Windows\system32\OLE2.DLL is either not designed to run on 
Windows or it contains an error. Try installing the program again using 
the original installation media or contact your system administrator or 
the software vendor for support.

After you run the installation, you get below error:

***339 
Component 'COMDLG32.OCX' or one of its dependencies not correctly 
registered: a file is missing or invalid 
(catchissue2)

These errors indicate there is some permission issues. Right click the installer to open its contextual menu and click Run as Administrator to perform the installation. It's also possible that you need to turn UAC on (Change User Account Control settings in Control panel to the Default level - notify me only when programs try to make changes to my computer) to be able to avoid this issue.

I get following subscription service error when installing Cape pack 16:

Esko subcription service is not running
Error Code= 3502
Error description; Subscription Service error.
Error description (FLM descrip) OpenService failed with error: 1060

Manually start the Esko subcription service in Administrative Tools>
Services. If still unsuccessful, consider re-installing the Esko local license
manager. (The installer is in the Cape Pack folder.)

You might get this error if you have an old Local License Manager version installed on the computer (e.g: when you run an old version of ArtiosCAD).

You can fix this problem by reinstalling the License Manager as recommended in the error message box. You can do this using the shortcut Install Esko Local License Manager which is available in the folder in Program Files (x86) that you installed Cape to.

I get scripting errors when I try to upload a solution - what should I do?

The dialog which allows you to upload your solutions from Cape Pack (desktop) to the cloud makes use of Internet Explorer components. If you have an older version of Internet Explorer, even if you don't use it as your default browser, you may see some script errors as follows:

You can safely ignore these errors and click the Yes button to continue to login and upload. If you want to avoid these errors, please update your Internet Explorer to the recommended version: 11+.

Why do I keep getting error messages saying that my browser's WebGL is not enabled?

Please first try the instructions on the system requirements page for enabling WebGL.

If this does not help, try the following:

1.     Open Firefox:
   1. In the address field type about:config.
   2.     Press Enter.
   3.     Accept the warning.
   4.     Now in the search box, search for force.enable.
2. We need to change the following three lines:
   1. Find webgl.force-enable and double click it (should make it bold and change to TRUE).
   2. Find layers.accelerations.force-enable and double click it.
   3. Find gfx.direct2d.force-enable and double click it.
3. Close Firefox.
4. Re-open Firefox and test.

Why do I have to login twice?

After you upload a solution (which will require you to provide your Esko ID login details), you are given the option to open the Cape Pack web application in your browser. The first time you do this within a session you will be asked to login again. The reason for this is that these are two independent sessions (one for the Cape Pack desktop application and one for your browser). We hope to address this in the near future by allowing the desktop application to securely share session information with the browser.

Why can't I upload Display Pallet solutions?

The web application part of Cape Pack 16 does not yet support Display Pallet solutions. We will add support for Display Pallet in a future release.

This limitation only applies to the web application part of Cape Pack. The Cape Pack desktop application still provides full support for all solution types and continues to offer the full set of features that were previously available.

Can I use the Cape Pack web application from a mobile device?

The Cape Pack web application is not currently specifically optimized for use on small screen (mobile) devices. However, recent mobile devices with sufficiently good 3D graphics capabilities are able to use the web application. In future releases, we intend to improve the support for mobile devices.

Does the new Cape Pack work with WebCenter?

The Cape Pack web application does not currently provide any link to WebCenter. However, we are planning to address this in the future. We would be particularly interested to hear your suggestions on how you would like the new Cape features to work with WebCenter.

The desktop application continues to include the WebCenter connector feature that allows you to send and retrieve your Cape files from WebCenter. This feature works in the same way as before, but does not provide any link to the new Cape Pack web application. 

Where is my data stored and who can see it?

The Cape Pack web application is hosted in the cloud using Amazon Web Services (AWS), which is the industry leading provider of cloud-based solutions. The specific physical location of the servers for the pre-release is the Western USA. All access to these system is protected using an industry standard authentication mechanism (only approved Esko ID holders can use the system). The data you upload will only be visible to you and to other approved Esko ID holders from within your own organization. 

Installation of Cape Pack hangs on "Updating component registration". What to do?

During the installation or upgrade process of Cape Pack, it could be that the wizard hangs on the following point.

You should move the wizard screen and have a look if there is no window behind the wizard.

There could be a message stating "Could not find INSTALL.LOG". You can click OK for this message and the installation will continue.

How can I upload solutions from a network that requires a proxy server for internet access?

In most cases, Cape Pack will automatically determine if a proxy server is needed and set the correct settings. However, If this process fails, you will need to provide some settings to allow a proxy to be used.

First contact your IT department and get details from them about the configuration of the proxy server on your network. This could be the address of a PAC file (which allows the settings to be completed automatically) or it could be the full details of the proxy address and port number.

Once you have the details, you need to navigate to the dialog that has the upload connection settings. You need to be on the Multi-Viewer Graphics screen to reach these settings:

1. From the Multi-Viewer Graphics screen, open Export > Export to ESKO > Configure Cape Pack Cloud upload connection.
2. You will now see the configuration screen and should refer to the two questions below, depending on what information you have available.

How do I configure the proxy settings using a PAC file?

If the information you have regarding your proxy is the address of a PAC file, then you need to:

1. Select the Auto detect Proxy Server option.
2. Check the Use PAC File checkbox.
3. Fill in the PAC File URL.
4. If your proxy requires authentication then you should also fill in the username and password (optional).

How do I configure the proxy settings manually?

If the information you have regarding your proxy is the address and port of the proxy server:

1. Select the Manually Configure Proxy Server option.
2. Select the use a proxy server option.
3. Fill in the Address and Port No. in the fields below them.
4. If your proxy requires authentication then you should also fill in the username and password (optional).

I am not able to upload solutions from the desktop application to the web application

Firstly, confirm that your internet connection is working correctly and that you can browse to the Cape web application (https://cape.eskocloud.com/ ) using your normal web browser.

If you do not have a working connection, please resolve that issue first.

If you do have a working connection but still cannot upload a solution, please refer to the three questions above about configuring a proxy server.