From time to time, users will receive an error message after clicking on the VIP icon to launch the app. Four different error messages have been observed:

1. C:\Program Files (x86)\DLGL\VIP 7G\WIN_2020\IceMDI.exe
   The specified path does not exist. Check the path, and then try again.
2. Component 'ComDlg32.OCX' or one of its dependencies not correctly registered: a file is missing or invalid.
3. System Error 70: Access is Denied
4. System Error 462: The RPC Server is Unavailable

The Specified Path Does Not Exist

This pop-up message will only appear if VIP was installed manually. It is caused from not changing the directory path from C:\Program Files (x86)\DLGL\VIP 7G\WIN\IceMDI.exe to C:\Program Files (x86)\DLGL\VIP 7G\WIN_2020\IceMDI.exe. If this happens, uninstall VIP, reinstall VIP, and make sure to change the directory.

A File is Missing or Invalid

This pop-up message will appear if the Windows Portal Prerequisite for VIP was not installed. It can happen after installing VIP manually and/or from the Company Portal. If this happens, download the Installation Files, extract them in File Explorer, run/install the Windows Portal Prerequisite [leaving all options as default], then launch the VIP app again.

System Error 70: Access is Denied

Possible Causes

1. The PC user is signing in with a local account, such as ADMINISTRATOR. All users should be signing into a device using their full UWindsor email address [UWinID@uwindsor.ca].

2. The user is signing in with a PIN, not a password. There is a known issue with Windows Hello that prevents users from accessing network shares. Until it is resolved, all users should be signing into their device with the traditional password option.

3. Distributed COM is not enabled. To check for this:

1. Press the Windows key, type run then press enter on your keyboard.
2. Type in dcomcnfg and press enter on your keyboard.
3. In the Component Services window, expand Component Services then expand Computers.
4. Right-click on My Computer and select Properties.
5. Select the Default Properties tab and make sure that Distributed COM is enabled.
6. Restart the computer.

System Error 462: The RPC Server is Unavailable

Possible Causes

1. There's no connection to the GlobalProtect VPN. In order for VIP to run, a connection to GlobalProtect must be established. The portal address also needs to be set to securelogin.uwindsor.ca. Occasionally, you may need to refresh the connection to GlobalProtect or to uninstall/reinstall GlobalProtect.

2. VIP is being blocked by the University's firewall rules. This can happen with devices that have been marked non-compliant. Make sure that the device is fully compliant and that all other troubleshooting has been performed. In some cases, the Firewall and Network Security Team may have to get involved to check if access to VIP is being blocked. Before escalating the issue to them, make sure that you've done the following:

• Uninstall/reinstall the VIP app.
• Uninstall/reinstall the GlobalProtect VPN.
• Confirm that the user is signing in with their UWindsor email address and password [not a PIN]. You can verify this by checking if the user can access UWindsor DFS shares.
• You've gathered the following information for the Firewall and Network Security Team:
  • The UWinID of the VIP user.
  • The device's external/gateway IP address [137.207.XXX.XXX].
  • The date/time that the VIP app was last opened.