If users are experiencing any errors or problems using the Print button in the User tool, they should uninstall their current Remedy User tool and install the new one available from the HelpSU page.
To uninstall the user tool
To uninstall the BMC Remedy User tool, the user should just go to
- Control Panel
- > Add or Remove Programs
- > BMC Remedy User
and then click Remove. Users should be aware that this will remove any macros that the the user may have unless the user says No to "Delete User Directory <Path >?". If the user has macros, the user should back them up first. Macro files have an *.arq extension and the default directory they are stored in is:
- XP: Documents and Settings\\Application Data\AR System\home
- Vista: Users\<name>\AppData\Roaming\AR System\home
- (or)Vista: ProgramData\ARSystem\home
Installing the new user tool
The new User tool can be found from HelpSU > HelpSU for Support Staff > Options for Connecting to HelpSU and Remedy Applications. If the user already has a Remedy tool installed and then the user grabs the latest installer from the HelpSU page, it will prompt the user with a message that clicking ok will uninstall the tool currently installed, and then the user will need to re-run the installer again to load the new version. It will give the user the warning about backing up any macros first if the user has any, or saying No to "Delete User Directory <path>?" If the user does not already have a Remedy tool installed and then the user grabs the latest installer from the HelpSU page, the installer will simply load the new User tool without any message.