This page is intended to help users keep informed of issues that are discovered, and fixed in the Gartner TCO software.

Latest release: v2.7 (14th November 2005)
Latest version: v2.7

Most Recent Fixes Updated 25th October 2005

Known Issues and workarounds Updated 25th October 2005

Most recent fixes

Last Updated: Tuesday, November 15, 2005

• Correction of the per client TCO calculations (to exclude handheld devices from client count)
• Correction of inverted graphs in some models

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Known Issues

Last Updated: Wednesday, November 23, 2005

"Online Training site - Netscape 7 browser issue" - 21st July 2005

Description:
If you are using the default installation of the Netscape 7 browser, you may find that the quizzes in the online sessions do not work. This is because of the Flash player installed as a default for Netscape 7. The impact of this is that the quiz might not run or it might run incorrectly.

Details:
The online training and education service uses the browser based Flash Player plug-in to present the content. The Flash Player version in the default Netscape 7 browser is not able to play the Flash format on the site.

Workaround:
In order to access the quizzes, you can perform either one of the following options;

• Upgrade your Netscape 7 browser installation of the Flash Player plug-in to the latest version available from the Macromedia site, or
• Upgrade your Netscape 7 browser to the latest available version.

In the event that you have further problems installing the Gartner TCO software, please click here to contact Technical Support.

Please note this workaround is only applicable for the above described issue. Please do not try this workaround for any other issues that you might encounter.

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"Check for Application Update - Installshield Failure" - 05 July 2005

Description:
If you try to use the built in update feature in the Gartner TCO software to update your copy to the latest v2.6 release, you may encounter an error during the installation, which causes the installation to fail. So far the error appears limited to updates that try to use the "Check for Application updates" feature. The error is caused by the Installshield deployment software that the Gartner TCO software currently uses. The error does not affect the main Gartner TCO models.

Details:
The error occurs when a user tries to execute the "Check for Application update" feature in the software application. Using this feature triggers a dialogue window to appear offering the option to search for updates. When one is found the user is offered two options to download or install the update. The install option takes the form of 2 steps: a download, followed by the actual installation.

The download part is successful - however immediately after the download, the attempt to install the update fails. This triggers an Install Error - Installshield Central web page and error report to be sent directly to Installshield. The failed installation also produces an additional dialogue window that advises you to "Contact Gartner" and includes a Details button. Under the Details button you will find an error message similar to the following:

Error message details:
Error Code: -5003 : 0xb7
Error Information:
>SetupDLL\SetupDLL.cpp (1009)
pAPP:Decision Engine for Cost Management
PVENDOR:Gartner
PGUID:xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
$7.1.100.1280PAK
@Windows XP Service Pack 1 (2600) IE 6.0.2800.1106

Closing this dialogue leads to one more dialogue with instructions to close all other applications, empty your browser cache and retry the installation. None of these instructions make any difference and repeating the installation process will still fail.

Workaround:
Until we are able to resolve this, please take the following steps to download and install your v2.6 update.

1. Go to "Check for Application Updates" in your current Gartner TCO software installation.
2. When the dialogue search for updates appears and the v2.6 update is found, add it to your update list and select next.
3. Select the "Download" feature and save the file to your computer. Make a note of where the file is saved. Click here to see where the "Download" button is on the dialogue.
4. After the file has been downloaded, manually run the downloaded file from the saved location and follow the normal instructions.

In the event that you have further problems installing please click here to contact Technical Support.

Please note this workaround is only applicable for the above described issue. Please do not try this workaround for any other issues that you might encounter.

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