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Regional settings responsible for PKS/PHX errors


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#1 Kathryn

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Posted 28 October 2011 - 08:45 AM

We are based in France, and therefore use french operating systems and french regional settings by default.

We get error messages in Phoenix from time to time which don't highlight a specific problem, and are not limited to one process - i.e. we will get the same error message when doing different things. (see attached)

I sent an example to support@pharsight, and their suggestion was to change our regional settings from french to english (US) - which did solve the problem! However, since changing these settings clearly affects how Phoenix runs, how can we know that it's not going to have an impact on other (french) or validated software...

Basically the question to other non-US users (if they're reading!) is - have you seen the attached error message, and do you run Phoenix in english US regional settings, or your own country's?

And to Pharsight - where in the code are the important differences - are we safe to carry on and try to ignore these errors, or are there other things going on 'behind the scenes' that don't result in error messages but are affecting the software?

NB. The example was when trying to add an additional study to a study view in PKS through Phoenix [file name=screenshot_study_view.bmp size=1712910]http://www.pharsight.com/extranet/media/kunena/attachments/legacy/files/screenshot_study_view.bmp[/file]

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#2 Simon Davis

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Posted 28 October 2011 - 09:02 AM

Morning Kathryn, it's not actually necessary in my experience to change all of your regional settings globally to english (US), but only that your system is set to use a decimal POINT, and the comma, if set is only used a 1000's separator. I believe that is the key thing that Phoenix expects to standardise on.

Regarding unexpected errors, they are 'unknown unknowns' and that's why we give the warning message. If you do receive one of these it would be useful to send the logs; Posted Image

The logfiles are stored by default in C:\Documents and
Settings\user_login_name\Application Data\Pharsight\Phoenix\Logs and can easily be opened by going to HELP >View Logs. These can be zipped up and sent with a description of the steps that caused the problem.

However these are notoriously difficult to track down and isolate and in my experience the vast majority do not cause further problems in the project and for that minority the problems is almost always resolved by deleting the object (i.e. the Table) that is causing the issue and re-inserting).

Simon.

PS as an avid template user I am going to point you to this thread; http://www.pharsight...06&catid=39#406 where we discuss a problem and work around.

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#3 Kathryn

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Posted 28 October 2011 - 09:31 AM

That's what I thought initially too (about the decimal and separator) but changing these while keeping the rest of the settings french did not work, and in fact keeping the 'french' selected from the dropdown menu but then changing EVERY single setting to the english equivalents within the personalize options (yes I've had a fun morning) still gave the error, the only way of solving it was to select english directly from the drop down menu.

I had sent the log files to support@pharsight, which is what alerted them to this issue of regional settings in the first place, since some of the error log files were in french.

PS. Thanks for the link to the other discussion - it is indeed an issue we've been having, so I passed the info on to the rest of my department

#4 Kathryn

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Posted 28 October 2011 - 09:31 AM

That's what I thought initially too (about the decimal and separator) but changing these while keeping the rest of the settings french did not work, and in fact keeping the 'french' selected from the dropdown menu but then changing EVERY single setting to the english equivalents within the personalize options (yes I've had a fun morning) still gave the error, the only way of solving it was to select english directly from the drop down menu.

I had sent the log files to support@pharsight, which is what alerted them to this issue of regional settings in the first place, since some of the error log files were in french.




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