Browser Configuration Reference

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1 Sitecre CMS Brwser Cnfiguratin Reference Rev: Sitecre CMS Brwser Cnfiguratin Reference Optimize Micrsft Internet Explrer and ther brwsers fr use with Sitecre

2 Table f Cntents Chapter 1 Intrductin... 3 Chapter 2 Supprted Web Brwsers List f Supprted Web Brwsers... 5 Chapter 3 Cnfiguring Micrsft Internet Explrer Hw t Determine the Internet Explrer Versin Internet Explrer Cnfiguratin Summary Required Cnfiguratin Trusted Sites Zne Pp-up Blcker Wrd Dcument Field Type Cnfiguratin WebDAV Cnfiguratin Windws Web Flders Client r the Windws Desktp Experience The WebClient Windws Service Recmmended Cnfiguratin SmartScreen (Phishing) Filter Internet Explrer Internet Explrer Install Adbe Flash Csmetic Issues Cnfigure Management f Temprary Internet Files Optinal Cnfiguratin New Windws r New Tabs Internet Explrer 8 Sessin Merging The New Sessin Cmmand The -NSessinMerging Cmmand Line Parameter The SessinMerging Registry Setting Cncurrent HTTP Request Limits Miscellaneus Settings Chapter 4 Trubleshting Micrsft Internet Explrer The Trubleshting Prcess Check Sitecre Client Requirements Check Brwser Cnfiguratin Disable Brwser Plug-ins Clear Brwser Temprary Files Patch Windws and Cmpnents Check Internet Security Sftware Reset Internet Explrer Cnfiguratin Reprduce the Issue Using anther Brwser Reprduce the Issue as anther User Reprduce the Issue frm anther Machine Additinal Trubleshting Resurces Chapter 5 Cnfiguring Other Brwsers Enabling Pp-up Windws in Ggle Chrme Enabling Pp-up Windws in Other Brwsers Preventing Mzilla Firefx frm Shwing Cnfirmatin Dialg Bx in the Page Editr Page 2 f 27

3 Chapter 1 Intrductin This dcument describes required, recmmended, and ptinal cnfiguratin t ptimize the Micrsft Internet Explrer and ther web brwsers fr use with Sitecre, alng with instructins t trublesht issues with the brwser. This dcument cntains the fllwing chapters: Chapter 1 Intrductin Chapter 2 Supprted Web Brwsers Chapter 3 Cnfiguring Micrsft Internet Explrer Chapter 4 Trubleshting Micrsft Internet Explrer Chapter 5 Cnfiguring Other Brwsers Page 3 f 27

4 Chapter 2 Supprted Web Brwsers This chapter prvides a list f web brwsers cmpatible with Sitecre CMS 6.4. This chapter cntains the fllwing sectins: List f Supprted Web Brwsers Page 4 f 27

5 2.1 List f Supprted Web Brwsers Currently supprted web brwsers: Micrsft Internet Explrer 10 is supprted by Sitecre CMS 6.6 Update-5 (rev ) and later 6.6 updates Micrsft Internet Explrer 9 is supprted by Sitecre CMS 6.5 Update-2 (rev ) and later CMS 6.5 updates. IE 9 is als supprted by CMS Update-5 (rev ) and later CMS updates. Micrsft Internet Explrer 7 and 8 Mzilla Firefx 3.6 and later Ggle Chrme 5 and later Apple Safari 5 If yu are using CMS r a CMS 6.5 release earlier than 6.5 Update-4, yu must enable Cmpatibility View mde in the brwser t use the Page Editr, Preview, r Sitecre Debugger in Micrsft Internet Explrer 9. Fr mre infrmatin abut IE 9 supprt, see the knwn issue n SDN. Sitecre CMS 6.4, 6.5 and 6.6 supprts all current stable versins f these brwsers unless stated therwise. Sitecre nly supprts Wrd and WebDAV using Internet Explrer and nly when cnfigured as instructed in this dcument. Page 5 f 27

6 Chapter 3 Cnfiguring Micrsft Internet Explrer This chapter prvides required, recmmended, and ptinal instructins t cnfigure Micrsft Internet Explrer fr use with Sitecre. Sme f these cnsideratins may als apply t ther brwsers, althugh the UI instructins may differ frm brwser t brwser. This chapter cntains the fllwing sectins: Hw t Determine the Internet Explrer Versin Internet Explrer Cnfiguratin Summary Required Cnfiguratin Recmmended Cnfiguratin Optinal Cnfiguratin Page 6 f 27

7 3.1 Hw t Determine the Internet Explrer Versin T determine the versin f Internet Explrer installed: In Internet Explrer, click the Help menu r press ALT-H, and then click Abut Internet Explrer. The Abut Internet Explrer dialg appears, indicating the Internet Explrer versin number. Imprtant Sme f the instructins described in this dcument may require Windws administrative rights. Sitecre supprts Micrsft Internet Explrer 6 and higher. Sitecre recmmends Internet Explrer 7 r higher. T update the Internet Explrer versin, see the sectin Patch Windws and Cmpnents. This dcument des nt describe cnfiguratin f Internet Explrer 6. Internet Explrer 6 users, t the extent pssible, apply cnfiguratin that crrespnds t the instructins in this dcument. Page 7 f 27

8 3.2 Internet Explrer Cnfiguratin Summary This sectin summarizes the Internet Explrer cnfiguratin described in this dcument. After yu are familiar with the cnfiguratin prcess, yu can use this summary as a cnfiguratin checklist. Install Adbe Flash (recmmended) see Install Adbe Flash. Install Windws Web Flders r the Windws Desktp Experience (required fr WebDAV) see Windws Web Flders Client r the Windws Desktp Experience. Use the Internet Optins Security tab t cnfigure the Trusted Sites zne: Add the CMS t the Internet Explrer Trusted Sites zne (required) see the sectin Trusted Sites Zne. Enable Autmatic Prmpting fr ActiveX Cntrls (required fr the Wrd Dcument field type) see the sectin Wrd Dcument Field Type. Enable Launching prgrams and files in an IFRAME (recmmended fr WebDAV) see the sectin WebDAV Cnfiguratin. Disable the Pp-up blcker (required) see the sectin Pp-up Blcker. Disable the SmartScreen/Phishing Filter (recmmended) the sectin SmartScreen (Phishing) Filter. Allw script-initiated windws withut size r psitin cnstraints (ptinal) see the sectin Csmetic Issues. Allw websites t pen windws withut address r status bars (ptinal) see the sectin Csmetic Issues. Enable Prgrammatic clipbard access (ptinal) see the sectin Csmetic Issues. Display mixed cntent (ptinal) the sectin see Csmetic Issues. Ensure that the WebClient Windws Service is active (required fr WebDAV). Using the Internet Optins General tab: Select tab preferences (ptinal) see the sectin New Windws r New Tabs. Cnfigure brwser cache (ptinal) see the sectin Cnfigure Management f Temprary Internet Files. Using the Internet Optins Advanced tab: Empty temprary internet files flder when brwser is clsed (ptinal) see the sectin Cnfigure Management f Temprary Internet Files. Enable script debugging (ptinal) see the sectin Miscellaneus Settings. Display a ntificatin abut every script errr (ptinal) see the sectin Miscellaneus Settings. Disable Reuse windws fr launching shrtcuts (ptinal) see the sectin Miscellaneus Settings. Disable Shw friendly HTTP errr messages (ptinal) see the sectin Miscellaneus Settings. Disable sessin merging (ptinal) see the sectin Internet Explrer 8 Sessin Merging. Cnfigure cncurrent HTTP request limits (ptinal) see the sectin Cncurrent HTTP Request Limits. Page 8 f 27

9 3.3 Required Cnfiguratin This sectin describes cnfiguratin yu shuld apply t all installatins f Internet Explrer used t access Sitecre. Imprtant Backup the system befre making any changes. Imprtant Befre perfrming any Internet Explrer cnfiguratin task, clse all Internet Explrer windws, and pen Internet Explrer nly when needed. After any cnfiguratin task, clse all Internet Explrer windws. Rebt after registry changes Trusted Sites Zne Add all Sitecre instances t the Trusted Sites zne in Internet Explrer. T add a Sitecre instance t the Trusted Sites zne in Internet Explrer 7 r 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab. 4. In the Internet Optins dialg, n the Security tab, click the Trusted Sites zne, and then click Sites. The Trusted Sites dialg appears. 5. In the Trusted Sites dialg, fr Add this Website t the zne, enter the URL f the Sitecre instance, such as 6. If the Sitecre instance des nt use the HTTPS prtcl, then in the Trusted Sites dialg, disable Require server verificatin ( fr all sites in this zne. 7. In the Trusted Sites dialg, click Add, and then click Clse Pp-up Blcker Enable pp-ups fr sites in the Internet Explrer Trusted Sites zne r fr individual Sitecre instances. T enable pp-ups fr all sites in the Internet Explrer Trusted Sites zne in Internet Explrer 7 r 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Use Pp-up Blcker, select Disable, and then click OK. If a cnfirmatin prmpt appears, then click Yes. Alternatively, t enable pp-ups fr an individual Sitecre instance, access that instance f Sitecre. When the Internet Explrer Infrmatin Bar appears at the tp f the brwser windw t indicate that Internet Explrer has blcked a pp-up: 1. If an Infrmatin Bar alert appears, then click Clse. Page 9 f 27

10 2. In Internet Explrer, right-click the Infrmatin Bar, then click Pp-Up Blcked, and then click Always Allw Pp-ups frm This Site. If a cnfirmatin prmpt appears, then click Yes. Imprtant Disable any additinal pp-up blckers, r cnfigure them t allw pp-ups fr Sitecre Wrd Dcument Field Type Cnfiguratin T cnfigure Internet Explrer t supprt the Wrd Dcument field type: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the ActiveX cntrls and plug-ins sectin, under Autmatic Prmpting fr ActiveX Cntrls, select Enable, and then click OK. If a cnfirmatin prmpt appears, then click Yes. If yu prefer nt t enable autmatic prmpting, then yu can use the fllwing apprach t install the Wrd OCX cntrl: 1. Extract the cntents f the file /sitecre/shell/applicatins/cntent Manager/fficeviewer.cab t a temprary directry. 2. Start a Windws cmmand prmpt as a lcal administratr. 3. In the Windws cmmand prmpt, navigate t the directry that cntains files extracted previusly. 4. In the Windws cmmand prmpt, execute the fllwing cmmand: regsvr32 fficeviewer.cx Yu can use the fllwing cmmand t uninstall the Wrd OCX cntrl: regsvr32 /u fficeviewer.cx After installing r uninstalling the Wrd OCX cntrl, yu can delete the files extracted previusly WebDAV Cnfiguratin T cnfigure Internet Explrer t supprt WebDAV and the File Drp Area field type: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Launching prgrams and files in an IFRAME, select Enable, and then click OK. If a cnfirmatin prmpt appears, then click Yes. Page 10 f 27

11 Windws Web Flders Client r the Windws Desktp Experience If the client will use Sitecre WebDAV features, then install the Micrsft Windws Web Flders Client, including any available updates. 1 On Windws 2008, install the Windws Desktp Experience. The WebClient Windws Service The Internet Explrer WebDAV implementatin depends n the WebClient Windws service. Ensure that the WebClient Windws service is active and cnfigured t start autmatically ED1D64&displaylang=en. Page 11 f 27

12 3.4 Recmmended Cnfiguratin This sectin describes ptinal Internet Explrer cnfiguratin that Sitecre recmmends SmartScreen (Phishing) Filter The SmartScreen Filter (previusly knwn as the Phishing Filter) may adversely affect the perfrmance f Sitecre clients. Disabling the SmartScreen r Phishing filter can imprve brwser perfrmance. Internet Explrer 7 T disable the Phishing Filter fr all sites in the Internet Explrer Trusted Sites zne in Internet Explrer 7: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Use Phishing Filter, select Disable, and then click OK. If a cnfirmatin prmpt appears, then click Yes. Internet Explrer 8 T disable the SmartScreen Filter fr all sites in the Internet Explrer Trusted Sites zne in Internet Explrer 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Use SmartScreen Filter, select Disable, and then click OK. If a cnfirmatin prmpt appears, then click Yes Install Adbe Flash T install Adbe Flash in Internet Explrer 7 r 8: 1. In Internet Explrer, access 2. In Internet Explrer, at disable Free Ggle Tlbar. 3. In Internet Explrer, at click Agree and install nw. The Internet Explrer Infrmatin Bar appears at the tp f the brwser windw. Page 12 f 27

13 4. In Internet Explrer, right-click the Infrmatin Bar, and then click Install This Add-n fr All Users n This Cmputer. The Internet Explrer Security Warning dialg appears. 5. In the Internet Explrer Security Warning dialg, click Install. 6. After installatin, clse all Internet Explrer windws. The default user interface t uplad files int the Sitecre media library uses Adbe Flash. Sme reprting interfaces in the Online Marketing Suite (OMS) require Adbe Flash. If yu cannt install Adbe Flash, yu can cnfigure Sitecre t use an HTML user interface t uplad media by changing the Uplad.Classic setting in the web.cnfig file n the Sitecre server t true Csmetic Issues This sectin describes cnfiguratin yu shuld apply t avid varius csmetic issues. T avid varius csmetic issues in Internet Explrer 7 and 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Security tab, then click the Trusted Sites zne, and then click Custm Level. The Security Settings Trusted Sites Zne dialg appears. 4. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Allw script-initiated windws withut size r psitin cnstraints, select Enable. 5. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Allw websites t pen windws withut address r status bars, select Enable. 6. In the Security Settings Trusted Sites Zne dialg, in the Scripting sectin, under Allw Prgrammatic clipbard access, select Enable. 7. In the Security Settings Trusted Sites Zne dialg, in the Miscellaneus sectin, under Display mixed cntent, select Enable. This setting nly applies t cntent management envirnments that use the HTTPS prtcl. 8. In the Security Settings trusted Sites Zne dialg, click OK. If a cnfirmatin prmpt appears, then click Yes Cnfigure Management f Temprary Internet Files T increase Internet Explrer stability at the cst f perfrmance, yu can cnfigure Internet Explrer caching ptins. T cnfigure the brwser cache in Internet Explrer 7 r 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the General tab. Page 13 f 27

14 4. In the Internet Optins dialg, under Brwsing histry, click Settings. The Temprary Internet Files and Histry Settings dialg appears. 5. In the Temprary Internet Files and Histry Settings dialg, select Autmatically r Every time I Start Internet Explrer, and then click OK. Page 14 f 27

15 If yu select t clear the cache Autmatically, yu may experience greater perfrmance with Sitecre and ther brwser-based Web sites and applicatins. Clear the brwser cache manually if yu experience any issue. If yu select Every Time I Start Internet Explrer, yu shuld rarely need t clear the brwser cache manually. T cnfigure Internet Explrer 7 r 8 t clear the cache when Internet Explrer clses: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the Advanced tab. 4. In the Internet Optins dialg, under Security, select Empty Temprary Internet Files Flder when brwser is clsed, and then click OK. Warning While it may assist with sme cases f cache crruptin, yu cannt rely n this setting t clear the brwser cache. Fr example, if Internet Explrer crashes, then Internet Explrer may nt clear the brwser cache. Page 15 f 27

16 3.5 Optinal Cnfiguratin This sectin describes ptinal techniques and Internet Explrer cnfiguratin that yu can apply t achieve specific bjectives and address varius issues New Windws r New Tabs T cntrl whether Internet Explrer 7 and 8 pen pp-ups as new windws r as new tabs: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the General tab, and then under Tabs, click Settings. The Tabbed Brwsing Settings dialg appears. 4. In the Tabbed Brwsing Settings dialg, t cntrl hw Internet Explrer handles pp-ups, select an ptin under When a pp-up is encuntered. 5. In the Tabbed Brwsing Settings dialg, t cntrl hw Internet Explrer pens links activated frm ther applicatins, such as clients, select an ptin under Open links frm ther prgrams. 6. In the Tabbed Brwsing Settings dialg, click OK Internet Explrer 8 Sessin Merging Internet Explrer 8 intrduced a feature knwn as Merged Frame Prcess, r MFP. MFP shares client sessin data, including authenticatin and ther ckies, between all Internet Explrer tabs and windws. New Internet Explrer prcesses merge with an existing Internet Explrer prcess and then terminate. The new brwser windw uses sessin data frm the pre-existing Internet Explrer prcess. MFP presents limitatins fr users, including Sitecre develpers that wrk in multiple Sitecre mdes and security cntexts. Yu can use any f the techniques described in this sectin t wrk in multiple Internet Explrer sessins. The New Sessin Cmmand T pen a windw in a new sessin, click the File menu r press ALT-F, and then click New Sessin. The -NSessinMerging Cmmand Line Parameter T pen a new brwser windw with a new sessin, add the -NSessinMerging parameter t the cmmand line: iexplre -NSessinMerging The SessinMerging Registry Setting T disable sessin merging fr all new Internet Explrer prcesses fr a Windws user: Warning Backup the system befre updating the registry, and be cautius when wrking in the Registry Editr. 1. While hlding dwn the WINDOWS key, press the R key. The Windws Run dialg appears. In the Windws Run dialg, type regedit, and then click OK. The Registry Editr appears. Page 16 f 27

17 2. In the Registry Editr, expand HKEY_CURRENT_USER\Sftware\Micrsft\Internet Explrer\Main. Yu may be able t apply this setting fr all Windws users by making the crrespnding change under HKEY_LOCAL_MACHINE\Sftware\Micrsft\Internet Explrer\Main instead f under HKEY_CURRENT_USER. 3. In the Registry Editr, right-click Internet Optins, and then select New DWORD (32-bit) Value. Name the new entry SessinMerging. 4. In the Registry Editr, right-click SessinMerging, and then select Mdify. The Edit DWORD (32-bit) Value dialg appears. 5. In the Edit DWORD (32-bit) Value dialg, fr Value data, enter 0, and then click OK. 6. Rebt Cncurrent HTTP Request Limits In sme cases, yu can imprve Internet Explrer perfrmance by cnfiguring the Internet Explrer t allw mre than the default number f cncurrent HTTP requests t a single Web server. Warning Backup the system befre updating the registry, and be cautius when wrking in the Registry Editr. Imprtant D nt exceed the cncurrent request limits f the Web servers that yu access. Fr example, Windws XP limits IIS t five cncurrent HTTP cnnectins frm all clients, respnding t additinal requests with HTTP errrs, resulting in unpredictable brwser behavir. Three clients cnfigured t allw tw cncurrent requests can exceed this limit. This change may apply t ther user agents installed n the same machine and used by the same user. T cnfigure a Windws accunt t allw mre than the default number f HTTP cnnectins t any single Web server: 1. While hlding dwn the WINDOWS key, press the R key. The Windws Run dialg appears. In the Windws Run dialg, type regedit, and then click OK. The Registry Editr appears. 2. In the Registry Editr, expand HKEY_CURRENT_USER\Sftware\Micrsft\Windws\CurrentVersin\Internet Settings. Yu may be able t apply this setting fr all Windws users by making the crrespnding change under HKEY_LOCAL_MACHINE\Sftware\Micrsft\Windws\CurrentVersin\Internet Settings instead f under HKEY_CURRENT_USER. 3. In the Registry Editr, right-click Internet Settings, and then select New DWORD (32-bit) Value. Name the new entry MaxCnnectinsPer1_0Server. 4. In the Registry Editr, duble-click MaxCnnectinsPer1_0Server. The Edit DWORD (32-bit) Value dialg appears. Page 17 f 27

18 5. In the Edit DWORD (32-bit) Value dialg, select Decimal, and then fr Value data, enter the maximum number f cncurrent cnnectins t allw fr HTTP 1.0 servers, and then click OK. 6. In the Registry Editr, right-click Internet Settings, and then select New DWORD (32-bit) Value. Name the new entry MaxCnnectinsPerServer. 7. In the Registry Editr, right-click MaxCnnectinsPerServer, and then select Mdify. The Edit DWORD (32-bit) Value dialg appears. 8. In the Edit DWORD (32-bit) Value dialg, select Decimal, and fr Value data, enter the maximum number f cncurrent cnnectins t allw fr HTTP 1.1 servers, and then click OK. 9. Rebt Miscellaneus Settings Yu can chse t fllw any f the fllwing suggestins: 1. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 2. In the Internet Optins dialg, click the Advanced tab. 3. In the Internet Optins dialg, n the Advanced tab, under Brwsing, disable Disable script debugging (Internet Explrer). 4. In the Internet Optins dialg, n the Advanced tab, under Brwsing, select Display a ntificatin abut every script errr. 5. In the Internet Optins dialg, n the Advanced tab, under Brwsing, disable Reuse windws fr launching shrtcuts (when tabbed brwsing is ff). 6. In the Internet Optins dialg, n the Advanced tab, under Brwsing, disable Shw friendly HTTP errr messages. 7. In the Internet Optins dialg, click OK. Page 18 f 27

19 Chapter 4 Trubleshting Micrsft Internet Explrer This chapter cntains instructins fr trubleshting issues with Internet Explrer. Sme f these cnsideratins may als apply t ther brwsers, althugh the UI instructins may differ frm brwser t brwser. This chapter cntains the fllwing sectins: The Trubleshting Prcess Additinal Trubleshting Resurces Page 19 f 27

20 4.1 The Trubleshting Prcess This sectin describes steps in the prcess that yu can fllw t trublesht issues with Internet Explrer. T summarize the trubleshting prcess: Check Sitecre Client Requirements. Check Brwser Cnfiguratin. Disable Brwser Plug-ins. Clear Brwser Temprary Files. Patch Windws and Cmpnents. Check Internet Security Sftware. Reset Internet Explrer Cnfiguratin. Reprduce the Issue Using anther Brwser. Reprduce the Issue as anther User. Reprduce the Issue frm anther Machine Check Sitecre Client Requirements Ensure that the client meets Sitecre client requirements Check Brwser Cnfiguratin Ensure that yu have crrectly fllwed the apprpriate steps utlined in this dcument Disable Brwser Plug-ins Uninstall r disable any brwser plug-ins such as tlbars, pp-up blckers, and ther cmpnents Clear Brwser Temprary Files Users are unable t reprduce numerus issues after clearing the Internet Explrer cache r all temprary files. Imprtant T frce Internet Explrer t retrieve any updated resurces, yu shuld always clear the brwser cache after upgrading Sitecre. Imprtant Clse all Internet Explrer windws and clear the brwser cache after any trubleshting peratin that may have reppulated the cache. T clear the brwser cache in Internet Explrer 7 r 8: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2 Fr mre infrmatin abut Sitecre client requirements, see Page 20 f 27

21 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Delete Brwsing Histry. The Delete Brwsing Histry dialg appears. 3. In the Delete Brwsing Histry dialg, ensure that Temprary Internet Files is the nly selectin, and then click Delete. 4. Clse Internet Explrer. If the issue persists: Imprtant T avid lsing persnal data, skip this step, and return t this sectin after exhausting all ther trubleshting ptins. In sme envirnments, instead f deleting all f the brwser ckies, yu may be able t delete nly the ckie assciated with the Sitecre instance. 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Delete Brwsing Histry. The Delete Brwsing Histry dialg appears. 3. In the Delete Brwsing Histry dialg, disable Preserve Favrites website data, then select all f the ther ptins, and then click Delete. 4. Clse Internet Explrer Patch Windws and Cmpnents Use Windws Update t patch Windws, Internet Explrer, MSXML, and ther system cmpnents. 3 Rebt even if n updates were available Check Internet Security Sftware Sftware firewalls, antivirus, and ther Internet security sftware can adversely affect Web applicatins. T determine if the issue culd be a sftware cnflict: 1. Disable sftware firewalls, 2. Clse all Internet Explrer windws. 3. Clear the Internet Explrer cache as described in the sectin Clear Brwser Temprary Files. 4. Rebt. 5. Attempt the failed peratin again. If yu cannt reprduce an issue with the security sftware disabled, and can reprduce that issue with that sftware enabled, then cntact Sitecre as described in the sectin Additinal Trubleshting Resurces Reset Internet Explrer Cnfiguratin If yu cannt determine the cause f an issue, yu can reset Internet Explrer t its default state, and then apply the cnfiguratin described in this dcument. 3 Page 21 f 27

22 T reset Internet Explrer cnfiguratin: 1. Clse all Internet Explrer windws, and then pen a single Internet Explrer windw. 2. In Internet Explrer, click the Tls menu r press ALT-T, and then click Internet Optins. The Internet Optins dialg appears. 3. In the Internet Optins dialg, click the General tab, and then under Tabs, click Settings. The Tabbed Brwsing Settings dialg appears. 4. In the Tabbed Brwsing Settings dialg, click Restre Defaults, and then click OK. 5. In the Internet Optins dialg, click the Security tab, then click Trusted Sites, and then click Default Level. 6. In the Internet Optins dialg, click the Advanced tab, and then click Restre Advanced Settings. 7. In the Internet Optins dialg, n the Advanced tab, click Reset, acknwledge the prmpt, and then click OK. 8. Clse all Internet Explrer windws. 9. Apply cnfiguratin as described in this dcument Reprduce the Issue Using anther Brwser An issue that yu cannt reprduce using anther brwser likely results frm Internet Explrer cnfiguratin r cache. If yu can reprduce the issue using multiple brwsers, the rt cause may be smething ther than Internet Explrer cnfiguratin, such as netwrk r server cnfiguratin Reprduce the Issue as anther User An issue that yu cannt reprduce as anther user likely results frm permissins, brwser ckies, prfile settings, r ther user-specific cnfiguratin Reprduce the Issue frm anther Machine An issue that des nt result frm brwser r user cnfiguratin and that yu cannt reprduce frm anther machine is likely t result frm machine r netwrk cnfiguratin. Page 22 f 27

23 4.2 Additinal Trubleshting Resurces If yu cannt reslve an issue after applying the instructins in this dcument, check fr prper server cnfiguratin. 4 Describe the issue and the trubleshting steps yu have attempted using the General Frum n the Sitecre Develper Netwrk. 5 If yu are a certified Sitecre develper, file a case in the Sitecre Supprt Prtal. 6 Otherwise, have a certified Sitecre develper in yur rganizatin investigate yur cnfiguratin and file a case n yur behalf. Tip Yu can press ALT-PRTSCN t cpy an errr message t the Windws clipbard, and paste that int a dcument r message. 4 and spx Page 23 f 27

24 Chapter 5 Cnfiguring Other Brwsers This chapter cvers cnfiguratin issues related t ther ppular brwsers. Enabling Pp-up Windws in Ggle Chrme Enabling Pp-up Windws in Other Brwsers Preventing Mzilla Firefx frm Shwing Cnfirmatin Dialg Bx in the Page Editr Page 24 f 27

25 5.1 Enabling Pp-up Windws in Ggle Chrme Ggle Chrme can run Sitecre but des nt have pp-ups enabled by default. Create an exceptin in Ggle Chrme t allw pp-ups fr Sitecre web sites nly. This requires yu t make an exceptin in the Cntent Settings windw. T create an exceptin in Ggle Chrme: 1. Open yur Ggle Chrme brwser. 2. Click the Spanner icn in the tp right f the brwser windw: Custmize and cntrl Ggle Chrme. 3. In the drp-dwn menu, click Optins. 4. Click the Under the Hd tab. 5. In Privacy, click Cntent settings. 6. In the Cntent Settings windw, click Pp-ups and then select the d nt allw any site t shw pp-ups (recmmended) radi buttn. 7. Click Exceptins t pen the Pp-up Exceptins windw. 8. In the Pp-up Exceptins windw, add the fllwing exceptins: [*.]lcalhst [*.]supprt.sitecre.net This ensures that pp-ups are blcked n all web sites unless it is a Sitecre site r running n lcal hst. 9. Click Clse and return t yur web brwser. Page 25 f 27

26 5.2 Enabling Pp-up Windws in Other Brwsers In Mzilla Firefx and Apple Safari it is nt necessary t enable pp-up windws. In Firefx, when yu first pen Sitecre yu are prmpted t enable r blck pp-ups. An exceptin fr Sitecre is added t the Allwed Sites windw in Firefx. T view allwed sites in a Firefx brwser: 1. Click Tls, Optins, and then click the Cntent tab. 2. Ensure the Blck pp-up windws check bx is selected, and then click Exceptins. Page 26 f 27

27 5.3 Preventing Mzilla Firefx frm Shwing Cnfirmatin Dialg Bx in the Page Editr In the Page Editr, Mzilla Firefx may shw the Prevent this page frm creating additinal dialgs cnfirmatin dialg bx if yu pen mdal dialgs t ften. T prevent Mzilla Firefx frm shwing this cnfirmatin dialg bx: 1. In the brwser address bar, enter abut:cnfig. 2. Right-click n the preferences area and click New, Integer. 3. In the New Integer Value dialg bx, enter dm.successive_dialg_time_limit and click Ok. 4. In the Enter Integer Value dialg bx, enter 0 and click OK. Page 27 f 27

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