Tables in Helpdesk appear with a red "X" or without any table interface

Article:TECH41818  |  Created: 2009-04-08  |  Updated: 2010-12-03  |  Article URL http://www.symantec.com/docs/TECH41818
Article Type
Technical Solution

Issue



Tables in Helpdesk appear with a red "X" image placeholder or with no table interface. This may happen to certain users or all users. For example, the Worker Report may appear like the following examples:


Cause



The Helpdesk ActiveX control "ComponentOne FlexGrid 8.0 (UNICODE light)" is not installed or disabled/blocked in Internet Explorer on the affected computer(s).


Solution



The Helpdesk ActiveX control "ComponentOne FlexGrid 8.0 (UNICODE light)", a.k.a., "FlexGrid", is required to be installed and enabled for tables to work in Helpdesk. If it is not, this is usually caused by an environmental issue. Note: Helpdesk has no control over a computer being able to successfully use ActiveX controls. If the user's computer is blocking ActiveX (see below), it is up to the user to resolve any environmental issues that are causing this.

Various issues can cause FlexGrid to not work. These are:

  • If the user is not logged in as at least a local Power User or Administrator, they will not have access rights to install ActiveX controls.
  • FlexGrid is disabled or not installed.
  • ActiveX is being blocked by Internet Explorer, group policies, a firewall, anti-virus, or content filter software.

How FlexGrid is Installed

 

The first time a user accesses Helpdesk on their workstation, where a table is, such as the Worker Report, the FlexGrid ActiveX component prompts to install.

Afterwards, FlexGrid is permanently loaded and should no longer prompt the user to install.

At times, it is possible that FlexGrid may become corrupted, such as when upgrading to a new version of Internet Explorer. In such rare occasions, deleting and reinstalling FlexGrid should resolve the issue. If this is suspected to have occurred, follow the instructions from the FlexGrid is Disabled or Not Installed in Internet Explorer section to manually reinstall FlexGrid.

Note: Helpdesk does not support Internet Explorer 8. While IE 8 can still more or less work, if this issue occurs with IE 8, try to reproduce this with IE 6 or IE 7, the only supported browser versions for Helpdesk. Generally, however, this issue should not occur with IE 8 in itself if the default settings are kept, but is caused by one of the issues listed in this article.

User is Not a Local Power User or Administrator

Microsoft requires a user to be part of either the local Power Users or Administrators group to be able to install ActiveX controls. If a user is not part of one of these groups, trying to install FlexGrid will result in nothing happening or a warning stating that the user has insufficient privileges.

If FlexGrid needs to be reinstalled with any of these instructions in this article, first ensure that the user is at least a Power User before continuing.

FlexGrid is Disabled or Not Installed in Internet Explorer

  1. In Internet Explorer 7 (steps are different for Internet Explorer 6), click on the Tools menu > Manage Add-ons > Enable or Disable Add-ons.
  2. In the Show box, select Downloaded ActiveX Controls (32-bit). Note: You may also find this in Add-ons currently loaded in Internet Explorer.
  3. Check for ComponentOne FlexGrid 8.0 (UNICODE Light) and that it is enabled. If is is disabled, re-enable it and then restart Internet Explorer. If FlexGrid is not installed, manually install this by following the instructions from the following article:

    What ActiveX components are installed and used by Helpdesk and Alert Manager?
    http://www.symantec.com/business/support/index?page=content&id=HOWTO7501

     
  4. Additionally, if FlexGrid is suspected of being corrupted (such as if it is installed and enabled, but still not working), remove and reinstall FlexGrid.
    1. In Internet Explorer, navigate to some other site other than Helpdesk.
    2. Go to the Manage Add-ons menu again.
    3. Click on FlexGrid and then click on the Delete or Remove button. This should successfully remove FlexGrid.
    4. Close Internet Explorer, then re-open it and navigate back to the Helpdesk.
    5. FlexGrid should prompt to install. If not, manually install it by using the instructions from KB 35466.
       

ActiveX is Being Blocked by Internet Explorer

  1. In Internet Explorer, click on the Tools menu > Internet Options > Security tab > Local Internet.
  2. Click on the Custom level button.
  3. Go to the ActiveX controls and plug-ins section.
  4. Verify that the following are set to to Enabled: Allow previously unused ActiveX controls to run without prompting, Automatic prompting for ActiveX controls, Download signed ActiveX controls, Run ActiveX controls and plug-ins, and Script ActiveX controls marked safe for scripting.
  5. Additionally, Internet Explorer 7 (and 8) can also be reset to help determine if it is the source of the issue. Go to Tools > Internet Options > Advanced, and then click on the Reset button.
     

ActiveX is Being Blocked by Group Policies

  1. If ActiveX is being blocked by group policies, often the above steps cannot be performed or changed. The option for editing/saving these may be missing or disabled.
  2. Contact your network administrator to ensure that there are no group policies blocking installing or running of ActiveX controls.
     

ActiveX is Being Blocked by a Firewall, Anti-Virus, or Content Filter Software

  1. Check any installed firewall, anti-virus, or content filter (such a Barracuda or Websense) software to ensure that these are not blocking installing or running of ActiveX controls on the local network. You may need to contact your network administrator for assistance with checking these.
     

Related Articles

VSFlexGrid control errors when trying to access the Notification Server console
http://www.symantec.com/business/support/index?page=content&id=TECH12154



Legacy ID



46521


Article URL http://www.symantec.com/docs/TECH41818


Terms of use for this information are found in Legal Notices