SafeConnect (Impulse) Troubleshooting

Troubleshooting Impulse/SafeConnect

[SafeConnect: End user asked to download and install the SafeConnect Policy Key repeatedly]
- The most common problem I see with Impulse is the user getting re-directed to the Policy Key download and install screen.
- The most common fix for this problem is to create an exception in the firewall for this program/application.

[SafeConnect: End user asked to download and install the SafeConnect Policy Key repeatedly AND there IS an application exception in the Firewall]
- I have never seen this on Windows XP.
- I have seen this on Vista.
  - According to Impulse Tech Support, the most common reason for this is that something on the machine is keeping Impulse from loading correctly. In THEIR experience, the most common reason for this is that the machine has already been compromised in some way. Their suggestion is to use an application called Dependency Walker (http://www.dependencywalker.com/). You run this application and drag the Policy Key DLL (although on Vista I believe it is called SCClient.DLL) file into it. It will then list all the dependencies that that particular DLL has on the system. If a system DLL is missing or has been replaced by MalWare, that system DLL should be replaced.

[SafeConnect: Modifying the PolicyKey XML file to capture a log file]
- Impulse Logging for Vista
  1. Make sure that you can view file extensions.
  2. Make sure that Vista's Service Control Manager is running with Admin privileges.
  3. Go to your Desktop.
  4. Create the file Config.xml
  5. Edit Config.xml - add the following line:
  <LoggingLevel>4</LoggingLevel>
  6. "Save as" an ANSI-encoded TEXT file, and close.
  7. Copy the file to "C:\Program Files\Impulse" or "C:\Program Files\SafeConnect".
  8. Open the Service Control Manager, either via the Task Manager, or via the Control Panel.
  9. Restart the service whose description reads "SafeConnect Network Manager".
  10. A file called LogFile.txt should be created in the PolicyKey install folder ( "\Program Files\Impulse" or "\Program Files\SafeConnect").
  11. Stop the SafeConnect Network Manager service.
  12. Edit Config.xml and remove the <LoggingLevel> line.
  13. Restart the SafeConnect Network Manager service.
  14. Zip up the logfile and give to the requester.
- Impulse Logging for non-Vista, Windows Machines
  1. Make sure that you can view file extensions.
  2. Go to the folder "C:\Program Files\Impulse".
  3. If you don't see a file called Config.xml, create it there.
  4. Edit Config.xml - add the following line:
  <LoggingLevel>4</LoggingLevel>
  5. Save and close.
  6. Open the Task Manager and go to the Processes tab.
  7. Highlight the process "PolicyKey.exe", then click "End Process" and "Yes".
  8. Go to "C:\Program Files\Impulse" and double-click the icon for "PolicyKey.exe".
  9. A file called LogFile.txt should created.
  10. Zip up the file and give to requester.
  11. Edit Config.xml again and remove the <LoggingLevel> line.
  12. Task kill and restart the PolicyKey as in steps 7 and 8.