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Hub - frequently-asked questions and troubleshooting

  1. What prerequisites do I need before I can start using Surpac with Hub?
    1. A Hub server. When your company buys Hub from GEOVIA, you receive and install the Hub Server software. Because there are some administrative tasks to do on the server, you need one person in your organisation to be the Hub Administrator. The Hub Administrator sets up user names and passwords on the Hub Server, and also provides the Web address of the Hub server to others in the organisation.
    2. A Hub user name and password. The Hub Administrator can create users on the Hub server.
    3. Dot Net Framework v4, and Visual C++ 2010 Redistributable package. These are installed as part of the Surpac prerequisites, so in normal circumstances you will have these installed already.
  2. I have a Hub Server. Where in Surpac are the Hub commands?

    3. When you right-click in the Navigator, you should see at least one command that relates to Hub. The following is a sequence of commands you can use when first starting to use the Hub module.

    1. If you do not have Hub installed yet, the Start using Hub command is shown as the last command in the shortcut menu. When you run Start using Hub, you install Hub Client. When Hub Client is installed, the Start using Hub command is removed and replaced by the command Set Hub Profile. Typically you will not have a profile yet.
    2. To set up a profile, run the Set Hub Profile command. Create a profile using the Web address, and user name and password, provided by your Hub Administrator.
    3. When you have a profile, in Surpac right-click a folder in the Navigator, click Set Hub Profile, and select the profile you created.
    4. Two more commands are now available when you right-click a folder: Add folder to Hub and Change active Hub profile from <profileName>
    5. When you add a folder to Hub, the other Hub commands become available on the shortcut menu.
  3. I cannot connect to Hub. What can I do to troubleshoot the problem?
    1. Check the Web connection.

      2. Paste the web address, such as https://hub.mycompany.com, into a Web browser. If you have Web access to the server, you are prompted for login credentials. When you enter a user name and password that is valid on the Hub server, you see a welcome Web page for Hub.

    2. Uninstall and reinstall Hub Client.

      3. If you are still experiencing difficulty connecting, you can try uninstalling Hub Client in Control Panel, and allowing Surpac to install Hub again. To do so:

      1. Close Surpac.
      2. Uninstall Client for Gemcom Hub in Control Panel > Programs.

        3. Tip: When you install Hub, the folder C:\ProgramData\Gemcom\HubClient is created. As an additional troubleshooting step, you could rename this folder to OldHubClient before installing Hub again.

      3. Restart Surpac, right-click a folder in the Navigator, and choose Start using Hub.
    3. Try using Hub Client outside of Surpac.

      4. You can create a profile directly in Hub Client, rather than with the Set Hub Profile command if Set Hub Profile is not available.

      If Surpac still does not connect to Hub, the following workflow might force Surpac to reconnect with Hub: Start Hub Client, Start Surpac, close Hub Client, run Hub Refresh in the Navigator.

  4. Where can I get more information about Hub?

    5. Press F3 when any of the Hub forms are open for Hub help. A Hub Quick Start Guide is also available in tutorials\shared tutorials.

 

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