Uninstalling / reinstalling the HTML editor

In RightNow Service and RightNow Marketing, staff can use an HTML editor with answers and outbound mailings.

Version 8.0 and higher:  The HTML editor cannot be disabled from displaying with answers, marketing mailings or surveys.   Staff can created content in Design mode (using the HTML editor) or in Source mode (using a text editor).  Click the Design or Source tab to toggle between the two editors.

Versions 5.5.2 through 7.5.6: Prior to 8.0 and later releases, the HTML editor can be disabled from use.  The HTML editor used with the Answer Console is enabled through the HTMLEDIT_ENABLED configuration setting. For more information on configuring the HTML editor at the Answer Console, refer to Answer ID 1581: Enabling the WYSIWYG HTML Editor. At the Document Console, the HTML editor is always enabled and cannot be disabled.

When enabled, the HTML editor can be uninstalled and re-installed for troubleshooting purposes.

Uninstaller batch file: Our support staff has developed a batch file which can automate this process for you. Download the attached file to your workstation and run it to perform the removal of RightNow program files. If you experience any difficulties running the tool, please submit an incident to RightNow support.

To manually remove the editor from the client machine: use the steps below:

1. Close all browser windows. 
    
2. You need to have administrative privileges or install privileges or to add or remove eWebEditPro from a client system. You may have to perform both methods below to uninstall the editor. 
    
3. If you installed using the client installation program:
   
   Go to Start -> Settings -> Control Panel -> Add/Remove Programs
   Select to remove the eWebEditPro Client.
   
   If you did not find it here, it is likely the client was installed automatically from the browser. Use step 4 below. 
    
4. If you installed automatically through Internet Explorer, on your computer, go to your main windows folder such as C:\windows, C:\WINNT or C:\WIN98.
   
   
   1. Find a sub folder named Downloaded Program Files. 
       
   2. In that folder, find the eWebEditPro file named:
      eWebEditProLibCtl3.eWebEditPro (version 3.x)
      eWebEditProLibCtl.eWebEditPro (version 2.x)
      eWebEditorPro.eWebEditPro (version 1.x) 
       
   3. Right click on the file and select Remove. 
       
   4. Next, go to the system32 directory and delete the files that begin with eWeb* or ek* or ActBar2.ocx. Some of the specific files are listed below but you may find others that also need to be deleted.
      
      Version 4.x files:
      ActBar2.ocx
      ewebeditpro4.ocx
      ewebedittoolbar4.ocx
      ewebeditrtf4.ocx
      ekversion.dll
      ekclean4.dll
      ekmediatransfer4.dll
      eWebSchemaStore4.dll
      
      Version 3.x files:
      ActBar2.ocx
      ewebeditpro3.ocx
      ewebedittoolbar3.ocx
      ewebeditrtf3.ocx
      ekversion.dll
      ekclean3.dll
      eWebSchemaStore3.dll
      
      Version 2.x files:
      ActBar2.ocx
      eWebEditToolbar.ocx
      eWebEditRTF.ocx
      ekversion.dll
      ekclean.dll
    

The editor is now completely removed from the system.

To install / reinstall the HTML editor: use the steps below. If you have multiple interfaces, you should only need to install the HTML editor once.

1. Download client to desktop and install from desktop. This can be done by opening the Answer Console (if the HTMLEDIT_ENABLED configuration setting is set to Yes) or by opening the Document Console. Click CANCEL when the popup install widow comes up and scroll (or highlight) to the bottom of the window so you and click on the Install Ektron hyperlink at the bottom of the page. Save it to your desktop. 
    
2. Open the saved file from Step 2 above and install it directly to your PC. 
    
3. Try opening the Answer Console or Document Console again to make sure the problem no longer exists.

You can also manually install eWebEditPro from a URL for your specific interface. This option requires that there are local administration rights on the client machine.

Note: Be sure to replace "interfacename" with your specific interface in the URL below:

http://interfacename.custhelp.com/rnt/common/editor/clientinstall/ewebeditproclient.exe.

If your site has multiple interfaces, you should only have to install the editor for any one of the interfaces. Once it has been installed, you should not have to reinstall it for any other interfaces.