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TROUBLESHOOTING
- Issue: UIU version 3.6 (and prior versions) will not recognize XP SP3 Sysprep files.
Symptoms:
Error indicating incorrect version of Sysprep.
Resolution:
Upgrade to UIU version 3.7 (or higher) - or - contact UIU support.
- Issue: BBGina.dll or Twunkapi.dll discovered as a trojan
Symptoms:
Some anti-virus applications will discover BBGina.dll or Twunkapi.dll as a possible trojan.
Resolution:
These files are part of the Trial version of the UIU only, and handle the modification of the Windows login screen. These files allow the Windows login screen to display the UIU Trial expiration information. The UIU does not collect or transmit any data. The licensed version of the UIU does not contain these files and will not flag your anti-virus applications. Big Bang is working to have these files recognized as legitimate files by the anti-virus applications.
- Issue: Licensing - Trial Key
Symptoms:
Expired Trial Key
Resolution:
Contact UIU sales at Binary Research (USA and Canada) or Binary Resource (International)
Symptoms:
Invalid Trial Key
Resolution:
The Trial Key follows this format: #######-Trial-################ and the entire key is required.
Starting with version 2.11.1052, the UIUTrial.exe and UIU.dat are tied together, and any Trial Key is associated to a specific version.
Symptoms:
Missing Trial Key
Resolution:
The Trial Key will be in your Trial email. You can also contact UIU sales at Binary Research (USA and Canada) or Binary Resource (International)
- Issue: Downloading updates
Symptoms:
UIU displays "Connecting to update server" but does not appear to download.
Resolution:
If you are behind a firewall or proxy server, or do not have Internet connectivity, the UIU may not be able to connect to the update server. Standard Port 80 connectivity without a proxy is required.
Symptoms:
How do I know when a new update is released?
Resolution:
Driver updates are released based on availability of the drivers. We do not currently notify users except during the execution of the UIU.exe.
- Issue: UIU Versions
Symptoms:
How do I tell what version of the UIU I have?
Resolution:
Right click on the UIU.exe to see the version or after installation of the UIU, open the UIULog file in C:\Program Files\UIU.
- Issue: Trial vs. Live
Symptoms:
How do I remove the Trial background once I have purchased the UIU?
Resolution:
You will need to create and deploy a new UIU image based on the licensed copy you purchase. The Trial and Live versions are not compatible with each other.
Symptoms:
What is the difference between the Trial and Live version of the UIU?
Resolution:
The Trial version does not allow for online updates or driver updates. Additionally, the Trial version contains a Trial background, and will not allow you to log into a domain, although you can join a domain to test network functionality. Finally, the Trial version may time out your deployed Windows Trial images.
- Issue: Uninstalling the UIU
Symptoms:
How do I uninstall the UIU from my master PC?
Resolution:
Depending on how far the UIU has run, you will not be able to "uninstall" it as it has made system changes. The best practice is to restore the base master image to the master PC. After deployment, the UIU reference in Add/Remove Programs is designed to help administrators track their UIU licenses.
Symptoms:
How do I uninstall the UIU after deployment?
Resolution:
After deployment, you can delete the following directory: C:\windows\inf\uiu to remove the UIU drivers. This is not recommended as the installation of other hardware will automatically search that path for appropriate drivers.
- Issue: Add New Hardware pop-up during Windows mini-setup
Symptoms:
When deploying a UIU image to machines with some Intel video cards, Microsoft Sysprep causes a conflict with the Video.inf, and the Add New Hardware wizard opens during mini-setup, asking for the video driver folder.
Resolution:
In most cases, including the Microsoft Hotfix referenced in Microsoft Knowledgebase article 883667 in your Master UIU image will fix this issue. Alternately, allow let mini-setup to continue, and the wizard will automatically install the correct video driver.
- Issue: Windows Activation
Symptoms:
After deploying a UIU image, Windows XP has to be activated.
Resolution:
With Windows XP, you must use a Windows Volume License Key in order to avoid having to activate every deployed machine. Additionally, using an OEM version of Windows (the CD provided with your Dell, HP, IBM, etc. PC) may ask for activation when deploying to PCs other than the specific model the OEM CD was designed for.
- Issue: Invalid or Missing UIU.dat file
Symptoms:
The UIU has a missing or invalid UIU.dat file.
Resolution:
If the UIU.dat file is missing, try pointing the UIU to the .dat file. If it continues to be a problem, you may have a corrupt .dat file. You will need to download the .dat file again, or contact UIU Support to receive a new CD.
Resolution:
The UIU.dat file from a Trial version is not compatible with a licensed UIU.exe, nor is the UIUTrial.exe compatible with a licensed version of the UIU.dat file. Please contact UIU Sales to receive a licensed version of the UIU.
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- Issue: Windows Servers Operating Systems
Symptoms:
Is the UIU compatible with Server 2000 or 2003?
Resolution:
While some customers have had success using the UIU with Server operating systems, it is not currently supported by Big Bang LLC.
Symptoms:
Is the UIU compatible with server level hardware?
Resolution:
In some instances the UIU will be compatible with server level hardware; however, Big Bang LLC does not support server hardware.
- Issue: High Definition Audio
Symptoms:
After deploying a UIU image to a PC with High Definition Audio, the audio does not work.
Resolution:
In most cases, including the Microsoft Hotfix from Knowledgebase article 888111 in your Master UIU image will fix the HDA issue. UIU 3.5 incorporate a programatic fix for High Definition Audio devices from Sigmatel.
- Issue: Default User Profile changes
Symptoms:
When deploying a UIU image with Windows XP SP2, the Default User Profile is overwritten with the local Administrator Profile.
Resolution:
This is a Microsoft Sysprep issue, which can be fixed by applying the Hotfix from Knowledgebase article 887816 to your Master UIU image.
- Issue: Can I add my own drivers?
Symptoms:
I am missing a driver and want to add it.
Resolution:
Please contact UIU Support and we will extract and verify the drivers and put them into a format the UIU can use. Please have as much information as possible regarding the driver, including PC make/model information, and the driver installation files.
- Issue: After deploying a UIU image, the New Hardware Wizard comes up
Symptoms:
Windows did not find the UIU hardware drivers correctly.
Resolution:
Point to the C:\windows\inf\UIU folder to try to find the drivers. If successful, you may have an incorrect entry in your Sysprep.inf file. Otherwise, contact support for driver updates.
- Issue: USB mouse and keyboard do not work during Windows mini-setup
Symptoms:
When building an image on a system with a PS/2 mouse or keyboard and deploying to a machine that does not include PS/2 ports, the USB mouse and keyboard will not work.
Examples of affected machines may include:
Resolution:
Build your UIU image on a machine with USB mouse and keyboard. If a PS/2 mouse and keyboard had been connected, remove the PS/2 devices from the Device Manager.
Resolution:
Use the complete Sysprep.inf template provided with the UIU. If the complete template is used, mini-setup will not require any input from the keyboard. After deployment, the USB devices will complete installation, and the USB mouse and keyboard will function.
- Issue: What can cause my UIU image to fail, and what should I look for?
- An incorrect Sysprep.inf file can cause several problems, including missing drivers, blue screens, etc. Do not use the Sysprep Setup Manager to create the Sysprep.inf file as it will add fields that are incompatible with the UIU. Please review the Sysprep.inf template provided with the UIU.
- Modifications or security policy changes made to the local administrator ID, or deleting/renaming the local administrator account.
- Installing the UIU from an account other than the local administrator ID.
- An out-of-date BIOS on the PC receiving the UIU image.
- Using an OEM version of a Windows O/S that is make/model specific.
- Security software designed to block modifications to registry and system files, such as anti-virus, spyware, and adware programs, etc.
- Issue: What software conflicts can arise with a UIU image?
- Software associated directly with hardware in your Master UIU image may cause problems. For example, an application associated with an Intel video card should not be installed as it may cause a conflict with an ATI video card.
- Software that installs a "virtual driver," such as a VPN client or remote control application may have the virtual drivers removed by the UIU. These applications may need to be installed or refreshed after deployment.
- Software which has an association to the specific machine Security ID (SID) may lose that association, as Sysprep will change the SID on each PC the UIU image is deployed to.
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