eApp Installation and Troubleshooting Guide

4InstallationLNL eApp Installation and Troubleshooting Guide LNL1905 1013

76. Click ‘Next’.7. The eApp will begin installing the pre-download content.A. Windows XP, Vista, and 7: A DOS command window box appears showing the files beingcopied. Let this box run until it finishes even when other windows pop up over it.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

8Important: Please wait for the DOS box to finish the file copy process.B. Windows 8: The ‘Pre-Download content not found’ message box is hidden behind theinstallation window. Installation will pause at 80 percent complete. Click the top of theinstallation window and drag it to one side. Click ‘OK’ on the ‘Pre-Download content notfound’ message box to continue.8. Depending on how recent your thumb drive is you may be prompted to press any key or it may justsay “Pre-Downloaded Content Install Complete.”LNL eApp Installation and Troubleshooting Guide LNL1905 1013

9A. If you get this box below, click ‘OK’ and go to Step 7.B. If you get this box below, press any key to continue. Close the other two windows that poppedup as seen in steps 5 and 6.9. If this screen popped up close the WebTek CICS screen by clicking on the X.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

1215. Double-click the ‘eApp’ icon as shown below.16. The logon screen appears. Type in your Agent Number as the ‘User ID’ and your password. Click‘Sign On’.17. The synchronization process starts automatically after you log on. Click ‘Continue’ when the updateis complete.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

1318. You are taken to the Landing Screen in the eApp. You can click ‘Individual eApp’; ‘StartPresentation’ to begin a sale or you can exit the program.19. To verify the Proposal activated properly, close the eApp.20. Double-click on the ‘Start LNL Proposals’ icon.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

164. Sign on to Agent Services.5. Under eApp Software, click the ‘Download Instructions’ link.6. Click the ‘LNL Proposal System’ link.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

177. Click ‘Run’.8. Click ‘Run’ on the Security Warning.9. Click the ‘Next’ button 4 times.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

18a)b)c)LNL eApp Installation and Troubleshooting Guide LNL1905 1013

19d)10. The system is installing the LNL Proposal. This may take a minute.11. Click ‘Close’ once the installation is complete.12. Double-click the ‘Start LNL Proposals’ icon as shown below.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2013. Enter your login Credentials on the CICS screen and click ‘Signon’. (Be sure you are connected to theInternet.)14. Click ‘OK’.15. Click ‘Quit’ on the Proposals-LNL screen.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2116. Now go back to the website and click the ‘eAppInstall.msi’ link.17. Click ‘Run’.18. Click ‘Run’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2219. The setup wizard appears. Click ‘Next’.20. Verify the system folder you want to save the eApp to is correct and select whether or not you wantthe eApp to be available to just you or any username on your computer. Click ‘Next’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2321. Click ‘Next’.22. The eApp starts install. A warning box appears saying that the download could take several hours.Click ‘OK’.23. The eApp will begin installing the pre-download content.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

24A. Windows XP, Vista, and 7: A DOS command window box appears showing the filesbeing copied. Let this box run until it finishes even when other windows pop up over it.Important: Please wait for the DOS box to finish the file copy process.B. Windows 8: The ‘Pre-Download content not found’ message box is hidden behind theinstallation window. Installation will pause at 80 percent complete. Click the top of theinstallation window and drag it to one side. Click ‘OK’ on the ‘Pre-Download content notfound’ message box to continue.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2524. Click ‘Next’ when the install is complete.25. Type in your Agent Number (and e-mail address for first time users). Then click ‘Synchronize’ on theApplication Updater Screen.26. Enter your password and click ‘Signon’. (This is now for the eApp, which is separate from theproposal.)LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2627. AppUpdater will start downloading remaining files for the new eApp. When it is finished, click‘Continue’.28. The log on screen appears. Log on with your username and password.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2729. You’ll be taken to the Landing Screen in the eApp. You can click ‘Individual eApp’; ‘StartPresentation’ to begin a sale or you can exit the program.30. To verify that the Proposal activated properly, close the eApp. Double-click the ‘Start LNL Proposals’icon.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

2831. Enter your login Credentials on the CICS screen and click ‘Signon’. (Be sure you are connected to theInternet.)32. Click ‘OK’.33. Click ‘Quit’ on the Proposals-LNL Screen.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

29Uninstalling the eAppFollow these instructions if you need to permanently uninstall the eApp.1. Click ‘Start’.2. Click ‘Control Panel’.3. XP: Click ‘Add/Remove Programs’.Vista: Click ‘Uninstall a Program’ under the Programs heading.4. Select ‘LNL eApp 2010’ and ‘LNL Proposal 28’.5. XP: Click ‘Remove’.Vista: Click ‘Uninstall’.6. Click ‘Yes’ when asked to remove eApps from your computer.7. Once the eApp software is removed, it won’t appear in the currently installed programs and the iconwon’t appear on your desktop.8. Delete the following LNL and LNL Proposal 28 Directories to permanently remove eApp data. This isseparate from removing the software.C:\Program Files\LNL\C:\Program Files \LNL Proposal 28\OrC:\Program Files (x86)\LNL\C:\Program Files (x86)\LNL Proposal 28\a. Go to ‘My Computer’.b. Click ‘Local Disk (C:)’.c. Click on the ‘Program Files’ folder.d. Highlight the ‘LNL’ and ‘LNL Proposal 28’ filese. Right-click and select ‘Delete’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

30ErrorsLNL eApp Installation and Troubleshooting Guide LNL1905 1013

31Windows 8: Laptop Sales Presentation Won’t PlayCause: The eApp hasn’t been updated.Solution: Synchronize and Update.1. Click ‘Agent Tools’.2. Click ‘Synchronize and Update’.3. Click ‘Continue’ when the download is complete.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

32Need Technical Assistance QuicklyLogMeIn allows the next available technician to remote into your laptop and troubleshoot your issue.You can use this for hardware/software issues, QlikView, TMKOnline, and e-mail issues.Availability• Mon.-Fri 7 a.m.-5 Central time zoneRequired• Internet access• Microsoft Windows Operating system1. Log into Agent Services.2. Click the ‘National Branch Office Support Center Rescue’ icon near the center of the page.3. Click ‘Run’ twice if you receive messages that the publisher couldn’t be verified.A.B.4. Click ‘Next’ twice.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

33A.B.5. Click ‘Finish’.6. Double-click the LogMeIn icon on your desktop.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

347. Type in your name, Agent number, and as much information about your issue as possible.8. Click ‘Connect’. The first available technician will connect to your PC and troubleshoot the issue.75 ErrorCause: The User Account Control (UAC) feature is enabled in Vista and Windows 7.Solution: Disable the User Account Control (UAC).1. Click ‘Start’.2. Click ‘Control Panel’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

353. Click ‘User Accounts’.4. Click ‘User Accounts’ a second time.5. Click ‘Turn User Account Control on or off’.6. Uncheck the box beside ‘Use User Account Control (UAC) to help protect your computer’.7. Click ‘OK’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

368. Click ‘Restart Now’. After your computer reboots itself, install the eApp software again using thesteps in either the eApp Installation Instructions – Thumb Drive section or the eApp InstallationInstructions – Internet section.438 ErrorCause: Invalid version of WebtekPipeline.ocxSolution: Download and register the latest WebtekPipeline.ocx1. Click WebtekPipeline.ocx.2. Click ‘Save’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

373. Save “WebtekPipeline.ocx” to C:\Windows\System32” directory on your machine.Vista and XP Users• Vistao Press on the Windows flag and “R” on the keyboard simultaneously.• XPo Select ‘Run’. See example below.4. Enter “RegSvr32 C:\Windows\System32\WebtekPipeline.ocx” or where the program is saved onyour computer.5. Click ‘OK’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

386. You should receive this message if registered successfully.Sync-Update FailedCause: Intrusion Protection Software (AVG – Version 2011.1205, McAfee, Norton-360-Avast-Kaperskietc.)caused the update to fail.Solution: Disable the Intrusion Protection Software.1. Go to your ‘Control Panel’.2. Double-click on your security provider.3. Click on ‘Internet Options’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

40LNL Proposal Key File MissingCause: The Proposal Key File is outdated.Solution: Log into the standalone Proposal system.1. Click ‘OK’.2. Double-click Proposal desktop icon.3. Log into the Proposal system using your Agent Services User ID and password. Remember to onlyuse the first eight characters of your Agent Services password during Proposal sign on.LNL Proposal Key File Not UpdatedA. Runtime error ‘339’B. When running the proposal program after signing on, you receive this error.Cause: Some files may not have been registered properly at download.Solution: Download and run 339fix.bat (If you’re unsure how to save and run a .bat file please follow thedirections below)If you run into problems opening the proposal, first make sure that your firewalls are off, and Vista usersshould also verify that their User Account Control option is disabled. (For instructions on how todeactivate the User Account Control option go to 75 Error)LNL eApp Installation and Troubleshooting Guide LNL1905 1013

411. Click on ‘339fix.bat’ link.2. Click ‘Save’.3. Save the 339fix to the desktop.4. Click on ‘Open Folder’.5. Open the Desktop directory.6. Run the 339fix.bat filea. XP: double-click to run. See example below.b. Vista: Right click and select ‘Run as Administrator’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

427. You’ll receive several message box prompts stating that certain files registered successfully. Click‘OK’ for all of these. Once the .bat file is finished, the fix is complete. Run the proposal again to testthe fix.Forgot Your Agent Services Password1. Go to Agent Services.2. Click ‘Forgot Password’.3. Type in the required information for ‘Userid’, ‘SSN’, and ‘Lastname’. ‘Userid’ is ‘LN’ plus your fivedigitAgent number.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

434. Click ‘Submit Info’.5. An ‘Assigned Number’ will appear in the dialogue box and you will be instructed to enter atemporary password. Temporary passwords follow this format:a. (Last four digits of your SSN) (Assigned two-digit number )($)(First two letters of yourlast name)6. Click ‘Exit’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

447. Click ‘Sign In’.8. Type in your User ID and temporary password.9. Click ‘Change’.10. Type in your five-digit LN User ID, temporary password, and a new eight-digit password you havenever used before. Enter the new password in the ‘Confirm’ field as well.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

4511. Click ‘Sign On’.This LNL Proposal Program will deactivate in 12 days1. Right click on ‘Start’.2. Click ‘Explore’.3. Click ‘Local Disk [C:]’.4. Click ‘Program Files’ folder.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

465. Double-click ‘LNL Proposal’ folder.6. Right click ‘Propkey’.7. Click ‘Delete’.8. Click ‘Yes’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

479. Go to the Desktop and double-click on the ‘Proposal Icon’.10. You might have to run the 339 fix.Error Signing ApplicationsThis error usually occurs when trying to create application images.Cause: Most likely Kodak.ocx files were not installed properlySolution for XP, Vista, and 7:Step 1: Download Image Viewer Files (save zip "regKodakImages.zip" file to your computer)Step 2: Right click zip fileStep 3: Select "Extract All" to extract all files to folder "C:\Windows\System32" -- see directions below1. Click ‘Next’.2. Click ‘Browse’.3. Expand ‘MyComputer’.4. Expand ‘LocalDisk(C)’.5. Expand ‘Windows’.6. Select ‘System32 Folder’.*** If it asks you to replace files answer ‘Yes to All’.Step 4: Make sure “Show Extracted Files" is checked and Select ‘Finish’.Step 5: Locate "regKodakImages.bat" and execute program by double clickingSolution for Windows 8:1. Save the application and close out of the eApp.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

482. Hold down the ‘Windows’ key and the ‘R’ key.+3. Type ‘cmd.exe’ into the search field in the top corner.4. Right-click ‘cmd\windows\system 32’ and click ‘Run as administrator’.5. Click ‘Yes’.6. Copy/paste the command below into the cmd.exe window.a. powershell Set-ItemProperty -Path“HKLM:\Software\Microsoft\Windows\CurrentVersion\Policies\System” -Name"EnableLUA" -Value “0”LNL eApp Installation and Troubleshooting Guide LNL1905 1013

497. Press the ‘Enter’ key on your keyboard.8. Verify you received the restart message.9. Restart your laptop.10. Open the eApp and sign the application.Incorrect Net FrameworkAlways load the Redistributable Package. **This requires Internet access.**.Net Framework version 3.5 Service Pack 1 (SP1)If you receive a message after trying to install the eApp software stating, “This setup requires the .NetFramework version 3.5 SP1. Please install the .Net Framework and run the setup again. The .NetFramework is available from the web. Would you like to do this now?” Follow these instructions.1. Go to http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en if you aren’t directed to this site by the error message.2. Click ‘Download’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

503. Click ‘Run’.4. Click ‘Run’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

515. In the End-User License Agreement, click the box until a check mark appears next to ‘I accept theterms of the License Agreement’.6. Click ‘Install’. This process may take between 10 and 20 minutes.7. Once the installation is complete, click ‘Exit’.Malwarebytes.Net Framework errors are sometimes caused by a virus (usually System.dll). The eApp displays an errormessage saying that the 2.0 version of System.dll isn’t the same file as expected. This occurs because thefile is corrupted and .Net knows, but doesn’t know what caused the corruption.1. Go to http://www.malwarebytes.org2. Click on the ‘Download free version’ link.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

523. Click the ‘Download Now’ button.4. Follow the prompts.CCleanerThis is a good last resort attempt to get the eApp installed when you have tried all that you can and itstill won’t load. If this doesn’t work, you need to send an e-mail to agencysupport@torchmarkcorp.comwhere either a technician or one of the programmers can resolve this issue. Make sure you providedetails about the issue and contact information.CCleaner is a system optimization and privacy tool owned by Piriform®. It removes unused files fromyour system, allowing Windows to run faster and freeing up valuable hard disk space. It also cleanstraces of your online activities such as your Internet history. This software isn’t free. You have to pay todownload.1. Go to http://www.piriform.com/ccleaner2. Click ‘Download’.LNL eApp Installation and Troubleshooting Guide LNL1905 1013

533. Click ‘At Home’ or ‘At Work’.4. Click ‘Buy Online and DOWNLOAD’.5. Follow the prompts.Laptop CrashesIf your laptop crashes while you are with a customer, follow these steps.1. Close your laptop.2. Use paper applications and brochures with the customer and apologize for the inconvenience.LNL eApp Installation and Troubleshooting Guide LNL1905 1013