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Resolved Why Appeon plugin fails to Load in IE browser

  1. How-to
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  1. Munther Khatib
    Munther Khatib
  2. PowerBuilder
  3. Sunday, 21 February 2021 00:56 AM UTC

Hi

I am having a new problem loading an Appeon plugin to run a PB 12.5 application on Appeon 6.5 server.
This application is only compatible with IE browser.

I have used IE 11 browser for years to run this production application without any issues on same machine. Users still use it.
We are in the process of migrating  to Powerserver 2020.

The error page is displayed below. I have done all the solutions listed and still would not run.

I noticed that 2 plugins are loaded into browser but one "weblibrary.dll" does not.

Could this be due to JAVA changes or removal or windows 10 updates or crowdstrike A/V?

Is there a way to debug the error to find out why browser cant load the plugin?

==============================================================================================================
Appeon Xcelerator plug-in cannot be loaded
The Appeon Xcelerator plug-in cannot be loaded. This may be caused by improper security settings, login user permission unassigned or third-party software conflict. Try the corresponding solution and run this Web application again.

--------------------------------------------------------------------------------

Cause A: The security level of IE is set too high.
Solution 1:
Click the Tools menu | Internet Options | Security tab. Select the appropriate Web content zone. Click the Custom Level... button. Enable the following settings:

A. Download signed ActiveX controls
B. Run ActiveX controls and plug-Ins
C. Script ActiveX controls marked safe for scripting
D. Active scripting

Solution 2:
Manually Download Appeon Xcelerator package here and install it.

Solution 3:
Add the URL of Appeon Web Application to the trusted sites of IE.


Cause B:The login user on this machine does not have proper rights.

Solution:
Ask your administrator to assign the current login user to the Administrators group, so that it can successfully download and register the Xcelerator plug-in.


Cause C: Third-party software blocks the ActiveX control.

Solution 1:
Disable the third-party software that blocks the ActiveX control.

Solution 2:
Manually Download Appeon Xcelerator package here and install it.

  1. Appeon Xcelerator Plug-in
  2. Browser
  3. PowerBuilder (Appeon)
  4. PowerServer
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Responses (7)
Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Tuesday, 23 February 2021 01:27 AM UTC
  2. PowerBuilder
  3. # 1

Hi

 

I am looking for the ticket id but cant find it.

 

Does the appeon community form show ticket IDs for the user?

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Tuesday, 23 February 2021 01:34 AM UTC
Appeon Community is not our support system. You need to open a premium support ticket: https://www.appeon.com/premiumsupport/newticket
  1. Helpful
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Tuesday, 23 February 2021 01:35 AM UTC
You can delete this entire post if you think there is confidential information written here.
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Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Monday, 22 February 2021 23:50 PM UTC
  2. PowerBuilder
  3. # 2

This is strange! I am not seeing the option to mark a question "private" on the existing question or new questions screen.

 

Could i be missing it on the screen?

 

THanks,

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Tuesday, 23 February 2021 01:00 AM UTC
Please provide the ticket ID # and we'll have our support team change for you.
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Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Monday, 22 February 2021 22:35 PM UTC
  2. PowerBuilder
  3. # 3

Hi Armeen

 

Does Appeon premium support Appeon 6.5 server?

 

I forgot to mark this ticket as private. is there a way to do that?

 

Thanks,

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Monday, 22 February 2021 23:15 PM UTC
Yes, Premium Support can help with install/config issues of Appeon 6.5.

Yes, open the ticket and change the value from public to private.
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Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Monday, 22 February 2021 04:10 AM UTC
  2. PowerBuilder
  3. # 4

Do you think Appeon premium support can help with this issue or deal with anything outside of the browser?

Standard support could not do much about it.

 

Munther

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Monday, 22 February 2021 04:32 AM UTC
If you can give us remote access to the machine, premium support can usually resolve these type of issues. If you cannot give remote access, then I would stick to getting help through this forum.
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Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Monday, 22 February 2021 01:47 AM UTC
  2. PowerBuilder
  3. # 5

You misunderstood my statement about admin rights. I meant to say my account does have admin rights and it still did not work with that. I also had another admin log in to install download the zip file and install it. it still did not work.

The access used to work fine before.

What was strange is when we try to run the installer for plugins  it runs but we do not get "finished' or successful message. However, when I check the plugins in browser they are all there but one "weblbrary.dll" is not loaded.

We will try disable the A/V tomorrow to see if it makes a difference.

 

Thanks,

 

 

 

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Monday, 22 February 2021 02:02 AM UTC
Test on a few machines to see if it is affecting all machines or just a particular machine. It could be something got corrupted on just this machine. It will help troubleshooting if you can tell us this info.

When you disable the anti-virus software also follow these config instructions: https://docs.appeon.com/ps2020/installation_guide/net_verify_browser_settings.html#NET_configure_IE_security_settings

If the problem still persists after you follow the documentation, I suggest you buy a Premium Support ticket to get install/config help with this: https://www.appeon.com/premium-support.html



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Munther Khatib
Munther Khatib Accepted Answer Pending Moderation
  1. Sunday, 21 February 2021 23:11 PM UTC
  2. PowerBuilder
  3. # 6

Hi

 

Thanks for you reply. 

 

When you say "machine config issue" do yo mean "Browser" or "Windows 10" or other software?

I do have admin rights to the machine and i was always able to run it fine. I am going to ask security to try to disable the A/V and then try to see if that is the problem. It does not seem Windows Logs can give you a hint on what is blocking it from loading.

 

Also, I did deploy to Powerserver 2020 but I do not recall seeing option on IWA versus browserplugin.

How is the IWA deployment code different than browser plugin? I did download the PS 2020 multi browser plugin and running that so far.

 

Munther

Comment
Armeen Mazda @Appeon
  1. Armeen Mazda @Appeon
  2. Monday, 22 February 2021 01:30 AM UTC
When I say machine config I mean it could be anything on the machine, including Web Browser, anti-virus software, other software, or even the Windows 10 OS.

I'm confused, if you say with admin rights you can run fine then I think you have already found the issue. The user needs to have admin rights.

Yes, there is IWA option in PS 2020. Please read the documentation on how to use this. It's too much to explain in this reply. Basically, the app runs within its own shell rather than the Web browser so the Web browser settings do not affect your app. Anti-virus, Windows OS, etc. settings could still cause problems though.

Another thing to be aware of is when you upgrade to PS 2021, we have re-engineered the IWA deployment option so it no longer requires admin rights. But PS 2021 is still few months away from being released.
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Armeen Mazda @Appeon
Armeen Mazda @Appeon Accepted Answer Pending Moderation
  1. Sunday, 21 February 2021 02:39 AM UTC
  2. PowerBuilder
  3. # 7

It should be the user’s machine config issue.  Try disabling the antivirus.  Make sure user has admin rights.  Then try these troubleshooting steps: https://docs.appeon.com/ps2020/installation_guide/net_verify_browser_settings.html#NET_configure_IE_security_settings

When you upgrade to PowerServer 2020, deploy as IWA instead of browser plug-in so you don’t have to worry about Web browser config stopping your app from running.

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