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Installing myStargate

Windows

• Insert the Stargate CD into your CD-ROM drive and installation should begin automatically.
• If installation does not begin automatically: Click "Start" on the task bar then select "Run". Type D:\SETUP and press ENTER. Note: If your CD-ROM drive is not D, please select the appropriate drive.

Macintosh

• Insert the Stargate CD into your CD-ROM drive and the myStargate folder will appear.
• Double click the "myStargate Installer" in the myStargate folder.

Post-Installation

After installation and subsequent reboot, the myStargate background application ("confsvr.exe") should start automatically. The myStargate splash screen is displayed while confsvr is starting.

When the machine passes all Network software tests, myStargate Account Setup, which should begin automatically after reboot. If it does NOT begin automatically, go to My Computer > Internet Connections and click "Make New Connection" to lauch the Configuration Wizard. You can then either create a new account or set up an existing account.

During installation, the folder, C:\Program Files\MyStargate Connection Kit\, is created. Location of files after installation Readme.txt is located in C:\Program Files\myStargate Connection Kit\content\Stargate\Res\. Version.txt is located in C:\Program Files\myStargate Connection Kit\content\Stargate\. Support Agent FAQs, Solutions and Disconnect information is located in C:\Program Files\myStargate Connection Kit\content\Stargate\support\. myStargate Userguide (link on Help menu) is located in C:\Program Files\myStargate Connection Kit\content\Stargate\userguide_due\. Links to the Support Agent Tools (e.g. Scandisk, Hyperterminal, etc.) are located in C:\Program Files\myStargate Connection Kit\content\Stargate\SupportTools\. Note: Varies between OS. Most tools available on Windows 98. Mail sounds - wav files - are located in C:\Program Files\myStargate Connection Kit\content\Stargate\MailSounds\. Offline content for the Dashboard is located in C:\Program Files\myStargate Connection Kit\content\Stargate\Dashboard\. Program Menu In Start > Programs, you will see a "The MyStargate Connection Kit" entry with an 'uninstall' option. All connections are made through the desktop or system tray icon, desktop icon or through My Computer > Internet Connections. System Tray Icon Desktop Icon

Troubleshooting Installation Problems

1. myStargate files are installed. [C:\Program Files\myStargate Connection Kit\]
2. myStargate content is installed.
3. Any third party application installers are sub-launched.
4. Browser installers are sub-launched.
5. Machine is rebooted.
6. myStargate DLLs are registered before Windows logon screen appears on reboot.
7. myStargate background application ("confsvr.exe") is launched.
8. Network diagnostics are performed.
9. DUN or TCP is installed (if necessary). If so, machine is rebooted.
10. myStargate Account Setup is launched automatically.

Freezes/Splash Screen Problems

• Freezes - If the splash screen appears but doesn’t go away, the "confsvr.exe" program is likely frozen. At this point you can bring up the task list (ctrl-alt-del) and, the "(process is not responding)" message will be shown next to the "confsvr" task.
• Partial Splash Screen - If a white box appears where the splash screen normally appears, and if this white box doesn’t disappear, then "confsvr.exe" is likely frozen.
• No Splash Screen - If no splash screen appears then "confsvr.exe" was unable to start or was registered incorrectly or its startup setting was removed from the registry.
• Faults, Errors, GPFs - If a GPF or other error dialog occurs immediately before, during, or immediately after the splash screen is shown, then it is likely a confsvr error. The support rep should note the actual error message and dialog title.

Step 1: Completely Shutdown myStargate

First, ensure that myStargate is shut down properly before attempting any of the steps above as follows:

1. Open the task list by typing Ctrl-Alt-Del.
2. If "GBTask" appears in the list, click end task.
3. Open the task list by typing Ctrl-Alt-Del.
4. Select "confsvr"
5. Select "End Task"

Step 2: Simple myStargate Restart

To restart myStargaterestart the Confsvr.exe application.

1. Completely shutdown myStargate (see Step 1)
2. Navigate to the myStargate Bin folder (typically C:\Program Files\myStargate Connection Kit\Bin).
3. Double click on confsvr.exe
4. You should see the splash screen. If myStargate runs properly at this point, it may indicate a conflict with another startup item (the MS System Information log will list other startup items).

Step 3: Reboot/Restart

If a simple restart fails, a reboot/restart sequence may help (if it was a one-time glitch).

1. Completely shutdown myStargate (see Step 1)
2. Restart the machine.
3. On reboot, myStargate should restart automatically.

Step 4: Remove Database and Restart myStargate

If the reboot/restart fails, a representative may try removing the database. Please note that if the database is fully deleted, you will lose any current myStargate configurations. Because of this, this method is not recommended if you have had working myStargate profiles.

1. Make sure myStargate is completely shutdown. Attempting to delete the configuration database while myStargate is running will cause a crash or a freeze.
2. Navigate to the myStargate folder (typically "C:\Program Files\myStargate Connection Kit").
3. Select the data folder.
4. Delete the data folder.
5. Restart myStargate (navigate to the myStargate bin directory and double click "confsvr.exe").

Step 5: Reinstall myStargate

If previous steps have failed, a reinstall may be necessary. By reinstalling myStargate (without uninstalling) you ensure that you will not experience any data loss and any errors due to file corruption should be resolved.

1. Completely shutdown myStargate.
2. Run the myStargate installer (IMPORTANT: You should install myStargate to the same directory as the previous installation or all previous configuration data will be lost).

Step 6: Full Uninstall and Reinstall

If a reinstall doesn’t work, you may need to perform a Full Uninstall and reinstall.

1. Make sure myStargate is shutdown completely.
2. Perform a "Full Uninstall" (see "Uninstallation" tech note).
3. Reinstall myStargate.

Outlook Express profiles connect automatically

If the myStargate Profile has the "Allow Applications to Connect Automatically" setting enabled, myStargate will configure the corresponding Outlook Express profile to dial when opened. To disable this functionality:

1. Make sure the myStargate dashboard is CLOSED.
2. Open "My Computer\Internet Connections" folder.
3. Right-Click on desired profile and select "Properties".
4. Click on "Dialup Networking" tab.
5. Uncheck the "Allow applications to Connect Automatically" check box.
6. Click "Save".
7. Re-open the myStargate dashboard for the selected profile to reconfigure the Outlook Express profile.

Windows XP/2000 Admin account

In WinXP Pro and Win2000, myStargate can only be run from a user account that has administrative privileges. Additionally, the desktop icon will only show on the desktop for the original Administrative account that the gearbox software was originally installed. To get it onto the other desktops, you need to add the icon to the All-users desktop folder (WinXP).

A GPF or freeze will occur while the myStargate installer is installing.

This is signified by an error similar to the following: "_INS5576 causes a general protection fault in xxxx". This usually indicates a conflict between a third party DLL and InstallShield. It is important that you reinstall myStargate. Adhere to the following steps:

1. Delete the "myStargate First Setup" start item in the Start Menu\Start Items folder if it exists.
2. Reboot the machine. If a myStargate component crashes at this point, ignore the error.
3. Uninstall (see below) then reinstall myStargate.

If the installer is still crashing, check for disk space usage. Remember that Windows uses disk space for virtual memory. You may be extremely low on disk space. Try to free up some disk space and perform a full uninstall and reinstall.

Install to default location or cannot uninstall

During the setup, under any OS, if you set a location to install OTHER THAN Program files\Stargate Connection Kit, you cannot uninstall from Add/Remove Programs. If attempted, the following error will occur:

RunDLL
Error loading C:\Progra~1\common~1\install~\engine\6\intel3~1\Ctor.dll. The specified module cannot be found.

If you reinstall to the default installation path, then it will allow you to uninstall, however, once the computer is rebooted, the following error occurs:

Runtime error
C:\Program Files\Stargate Connection kit\bin\reglnf.exe abnormal program termination.

Cannot find file C:\Program files\stargate connection kit\bin\consur.exe Make sure the path to the filename is correct and all of the required libraries are available.

Solution: Perform a FULL uninstall (including registry keys) and reinstall to default location.

Installing and using Opera causes a conflict with Netscape

This is a known issue. myStargate software is only certified to work with Netscape, and Internet Explorer.

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