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Troubleshooting Thin Client BSB Installations

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The following are some common problems that may occur and recommended solutions:

If the Topaz Signature Pad does not respond, produce a signature, or myAvatar produces an error, you need to verify that the signature pad is communicating with the Terminal Server or the Citrix Server.
When the Topaz SigPlus drivers are installed, a Topaz DemoOCX application should also have been installed automatically.
This is a test application from Topaz, separate from myAvatar , that can be used to test the signature pad.
Double click the DemoOCX icon to open the "Topaz SigPlus Demonstration" application.
Click Start, then sign on the signature pad.
If the signature appears on the DemoOCX, then the signature pad is communicating with the server.
If there is no signature, then you need to troubleshoot the connectivity, checking permissions, ports, etc. to determine the issue.

Topaz Support can assist with troubleshooting the DemoOCX.

 

COM Port Does Not Exist

The COM port must match on both the server and workstations. All workstations must have the COM port available and not in use for another device or program.

If the Unable to Open COM# error message displays, perform the following steps:

  1. Check the COM port setting on the workstation.

  2. Choose Control Panel->System from the Start menu.

  3. Click  the Device Manager button on the Hardware tab:

  1. Expand the Ports (COM & LPT) item and verify that the port noted in the error message exists:

Occasionally, a USB Serial Port is listed with a COM port not matching the one needed to use the signature pad. Perform the following procedures to change the COM port:

  1. Right-click on the port and choose Properties from the menu.

  2. Click the Advanced button on the Port Settings tab to display the Advanced Settings dialog:

  1. Select the correct port number from the COM Port Number drop-down list and click OK to close the Properties window:

  1. Verify that the SigPlus.ini file on both the server and workstations contain the correct port number. Open the SigPlus.ini file with Notepad and ensure the port shown in TabletComPort is the same for both the server and the workstation.

The Display on the Signature Pad is Unreadable

Check to ensure that CSMSignature.dll, version 5.00 or higher is installed on the server. This file may be located in C:\Windows [32-bit systems], or C:\Windows\SysWOW64 [64-bit systems]. Right-click on the .dll file and select Properties from the menu. Click the Version tab and verify the File Version value: 

Non Supported Signature Model

If the This signature pad model is not supported error message displays, and a non-LCD SigLite 1X5 tablet is connected to the workstation, ensure that SigPlus.ocx is version 4.4.x.x or higher. Some versions of this file have a bug that does not correctly recognize this tablet.

Invalid or Missing SigValid

The following error message displays when an incorrect version of myAvatar Signature is installed.  To resolve the error, Install myAvatar Signature version 5.0.