FAQ DOCUMENT FOR THE PARTNERS

1. SBW Update Manager Error Update Manager has detected an issue with the connection 2. Error 1713 MS XML Parser version 3. The Pricing Server cannot be started properly because Cant find class LocalPricingServiceImpl 4. ERROR GETTING PROFILE: REASON: PASSWORD DOESN'T MATCH IN HPP 5. Error 1904 during installation of SBW 6. Windows 7 and Windows Vista SBW Installation Error- The type initializer for 'System.ServiceModel.ClientBase1' threw an exception. Please contact Support 7. SBW Installation error: The wizard was interrupted before SBWQB could be completely installed 8. Missing Description and Price in Line items or in SBW Quoter - How to remove a price file from SBW 9. How to remove configurations and/or quotes saved in SBW

1. SBW Update Manager Error Update Manager has detected an issue with the connection
Description: When trying to run SBW Update Manager, the update is unsuccessful and this error is returned: Application Error Update Manager has detected an issue with the connection. Please exit and restart Update Manager. Fix: Change the Update Manager download method from ftp to http or proxy server. Right click on Update Manager Icon, go to Preferences and check the box use http. If a Proxy server is used tick the second box and enter relevant information.

2. Error 1713 MS XML Parser version

Description: Multiple xml parsers are installed on the computer causing error 1713 to pop up Fix: Open Control Panel, select add and remove Programs and remove MS XML Parser 4.0 SP2 Parser and SDK.

3. The Pricing Server cannot be started properly because Cant find class LocalPricingServiceImpl

Description: On the SBW logon the following error is encountered: Error in loading price book form - Method '~' of object '~' . Fix: We had an issue with SBW 17 and Java we solved that time by changing a Registry key value. This issue is now solved with SBW 18 and we have to set the value back. Please open your Windows Registry by clicking on Start > Run > type regedit and click OK then go to HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Java Runtime Environment Open CurrentVersion and set the value from 1.4 back to 1.6, close the Registry and run SBW again. For any other error message beginning with The Pricing Server cannot be started properly because Please contact Support.

4. ERROR GETTING PROFILE: REASON: PASSWORD DOESN'T MATCH IN HPP

Description: When trying to log on in SBW the following error is displayed Password doesnt match in HPP

Fix: There is probably a special character like a + or or / in your password (dedicated to programming) which is not supported by SBW Update Manager. Please change your password again in Smart Portal and use a format like Smart1234 a capital letter being considered as a special character.

5. Error 1904 during installation of SBW

Description: Error 1904: Module C:\Program Files\ Business\Common\Object\4.0\cristalreportsviewer12\ActiveXControls\PrintControll.dll failed to register. The problem is caused by an incompatibility between the Microsoft Visual C++ Runtime installed on the pc and the merge module provided by SAP to install the Crystal Reports 2008 Runtime as part of the SBWQB install.

Fix: Please click on ignore on the error message and SBW install kit will complete. If you need Report Export functionalities; The work around is to install the Crystal Reports

2008 Runtime directly. However, the install kit is over 50 Mb, so you need to download directly from SAP. The start point for this process is the URL http://resources.businessobjects.com/support/additional_downloads/runtime.asp#08, which will bring you to the Crystal Reports Runtime Packages page.

Then you need to click on the Business Objects Support Downloads link, clicking OK if any certificate pop-ups appear, to get to the actual download page where you can enter the criteria and Search to get the list of downloads.

You need to download the file titled Crystal Reports 2008 Fix Pack 2.2 Redist Install, which is a zip file containing a .exe and a .msi file. Both files are install kits, so the user only has to extract one of them and run it to install Crystal Reports 2008 Runtime. The user just needs to accept the license agreement, there are no product codes or other pieces of information required to complete the install successfully. Once Crystal Reports 2008 Runtime is installed, SBWQB/Watson should be fully functional.

6. Error during installation of SBW on Windows Vista or Windows 7

The type initializer for 'System.ServiceModel.ClientBase1' threw an exception. Please contact Support
Description: While installing SBW on Windows Vista you get the following error: The type initializer for 'System.ServiceModel.ClientBase1' threw an exception. Please contact Support. This error occurs because UAC ( User Account Control ) is active and needs to be disabled. With Windows 7, you would get the following error message: Exception Type: System.Security.Security.Exception Exception Message: Requested registry access is not allowed.

Fix: UAC( User Account Control) needs to be disabled.

Disabling UAC in Windows Vista Go to Control Panel\User Accounts\User Accounts

Disabling UAC in Windows7

Restart is required when setting to Never Notify After restart App shall be loading.

7. SBW Installation error: The wizard was interrupted before SBWQB could be completely installed

Description: When installing SBW you get the following error: The wizard was interrupted before SBWQB could be completely installed. This error is caused by a corrupted wmi( windows management instrumentation ) component on the PC.

Fix: Contact support team.

8. Missing Description and Price in Line items or in SBW Quoter - How to remove a price file from SBW

Description: Missing Description and Price in Line items or in SBW Quoter. You may have several PriceBooks in different language

Fix: If you are having this issue you need to choose one language and delete the PriceBook for the second language To delete an unwanted Price File from the SBW Quoter: 1. Launch the SBW Quoter. Note: You should not open the quoter with the Price File that you want to delete. You cannot remove the Price File that is currently being used by the Quoter. 2. From under the File Menu, choose Delete, and then you will see the option to choose to Delete Price Book.

3. In the Delete Price File box, you will see a list of all of the Price Files that you currently have installed. You can simply click on the Price File that you want to delete and then click on Delete. 4. You will be asked to confirm that you want to delete the file. Click Yes to delete.

9. How to remove configurations and/or quotes saved in SBW

Answer: To delete any unwanted configurations or quotes from the SBW local database, 1. Launch the SBW Quoter. 2. From under the File Menu, choose Delete, and then you will see the option to choose to Delete Quote. 3. In the Delete Quote box, you will see all of the configurations and/or quotes that you have saved within the local database. 4. To delete, simply click on the name of the configuration or quote to highlight it, then click on the Delete button. 5. You will be asked to verify that you want to delete the item, to delete click on the Yes button.

Any issue not figuring in this guide or if you are still experiencing issues with SBW, please contact support:
__________________________________________________________________________________________
HP InfoCenter EMEA - IC Tools Support

IC.ToolsSupport@hp.com http://www.hp.com/eur/smartportal/

English for UK & Ireland: +44 20 302 767 15 German: +49 69 517 099 04 +33 15 732 3606 French: Spanish: +34 91 275 4988 Italian: +39 02 914 834 71 International (English): +44 20 302 767 16

SELLBYTEL Group GmbH Schickardstr. 32, 71034 Bblingen On behalf of

Hewlett-Packard GmbH, Herrenberger Str. 140, 71034 Bblingen Geschftsfhrer: Volker Smid (Vorsitzender), Thorsten Herrmann, Jens-Uwe Holz, Martin Kinne, Heiko Meyer, Ernst Reichart, Rainer Sterk Vorsitzender des Aufsichtsrats: Jrg Menno Harms Sitz der Gesellschaft: Bblingen, Amtsgericht Stuttgart HRB 244081 . WEEE-Reg.-Nr. DE 30409072

__________________________________________________________________________________________