E-TENDERING SERVICES EPPS TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES

Transcription

1 E-TENDERING SERVICES EPPS TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES VERSION /16

2 Contents Issue 1: When clicking on the Show CfT menu dropdown list and choosing Tender, the following error message is displayed: The plugin is not supported Issue 2: During tender submission, packing tender operation freezes at 15%... 6 Issue 3: The selected tender cannot be found on your system Issue 4: Error in TenderExistCheckServlet during the tender submission Issue 5: Black screen with Activate Java message displayed instead of the Tender Preparation Tool... 9 Issue 6: After clicking on the link Activate Java, a blank page appears Issue 7: The message Checking of the Tender Preparation Tool latest version has failed. It is recommended to download and use the latest version of the Tender Preparation Tool in order to benefit from its latest enhancements. is displayed when trying to access the TPT Issue 8: Message Not allowed to upload a tender displayed upon clicking the Submit Tender functionality Issue 9: The user receives a not authorized message when clicking on Submit tender button Issue 10: I cannot find a copy of a tender submitted using the online tool Issue 11: How to review a saved tender after the tender submission has passed Issue 12: Unable to attach documents using Mac Computer Issue 13: Any other Error during tender submission TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 2 from 16

3 Troubleshooting Tender Preparation Tool Issues EPPS0902 Purpose The Tender Preparation Tool is an environment utilised to rapidly prepare and encrypt your tender. The tool provides the necessary functionality for filling in all the questions defined by the Tender Coordinator (both mandatory and optional). This document describes the most common issues faced by suppliers during tender submission and provides detailed information in order to overcome these issues. Troubleshooting guide Tender Preparation Tool Prerequisites You will need the following software in order to be in position to submit a tender: Java Runtime Environment (version 1.7 or higher). Download latest Java version from here. ( One of the following web browsers: Internet Explorer (version 7 or higher), Mozilla Firefox (version 3.5 or higher). Javascript enabled ( Session Cookies enabled, Internet access through HTTP/HTTPS. Note: The Tender Preparation Tool must be opened in 1 browser and 1 tab only. Use of Multiple tabs opened concurrently isnot supported. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 3 from 16

4 List of Issues Issue 1: When clicking on the Show CfT menu dropdown list and choosing Tender, the following error message is displayed: The plugin is not supported. Only the latest version of Java must be enabled 1 and older versions should be uninstalled (not just disabled). In order to check the Java version installed on your PC, please follow the steps described below (these steps are applicable for Windows 7 only, similar steps may be followed for other versions of Windows): 1. Click on the Start Button. 2. Click Control Panel, found on the right-hand pane of the Start Menu. Note: In case the Control Panel is not listed, it is possible that the Windows 7 computer you are using has been customised to remove this link. If such case, please type Control Panel in the search box at the bottom of the Start Menu and then choose Control Panel from the list of results. 3. Select Java. 4. Click Java tab and press View button. 1 Although the Tender Preparation Tool might work with Java versions 1.7 or higher, Oracle strongly recommends not using older versions of Java, and invites users to always update their PC with the latest Java version. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 4 from 16

5 The additional steps provided below will assist you uninstall previous Java versions, in case there are too many Java versions installed on your computer, as shown in the above screen (these steps are applicable for Windows 7 only, similar steps may be followed for other versions of Windows): 1. Click on the Start Button. 2. Click Control Panel, displayed on the right-hand pane of the Start Menu. Note: In case the Control Panel is not listed, it is possible that the Windows 7 computer you are using has been customised to remove this link. If such case, please type Control Panel in the search box at the bottom of the Start Menu and then choose Control Panel from the list of results. 3. Click Add or Remove Programs. 4. Select the older versions of Java. 5. Click Uninstall. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 5 from 16

6 Issue 2: During tender submission, packing tender operation freezes at 15%. This is most probably some local network/ PC configuration issues, which block the preparation of the Tender Package at 15%. In order to resolve this, please try submitting the tender from another PC, preferably connected to a different local network (e.g. connection outside your company s network), and request the assistance of your IT department, in order to check the reason for the Tender TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 6 from 16

7 Preparation Tool being blocked on that particular PC. As mentioned above, the latest Java version should be installed and enabled 2. Issue 3: The selected tender cannot be found on your system. The error above appears when you attempt to either: submit a tender package but the files referenced in the tender package have been deleted or moved to another folder try to open a draft tender from another PC, than the PC used initially for creating the draft tender You have to submit the tender from the same computer where the draft tender has been saved. Please make sure that you did not delete the saved tender files or did not move them into another folder. Note: The tender response prepared online (including file attachments, responses to questions, etc.) is only saved on the PC used for creating the tender. No tender file is saved online, before the user clicks on "Submit Tender. Thus the draft tender responses cannot be accessed from any other computer, even if they are displayed online in the list of draft tenders. In case the above message is displayed but you are accessing the tender response from the same PC, probably the files referenced in the draft tender 2 Although the Tender Preparation Tool might work with Java versions 1.7 or higher, Oracle strongly recommends not using older versions of Java, and invites users to always update their PC with the latest Java version. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 7 from 16

8 response have been moved into another folder or deleted (e.g. some PC configurations may automatically delete the content of certain folders, etc.). If you know where the draft tender response files are stored on your PC, then you must use the Offline Tender Preparation Tool to continue with the preparation of your draft response, which you can then upload using the Manual Tender Upload functionality (uploading a packed tender package). Issue 4: Error in TenderExistCheckServlet during the tender submission. This error message is displayed when you attempt to submit a tender but you are not logged in etendersni. In order to resolve this issue save your tender as draft, before doing anything else in order to avoid losing your work. Then, please restart your web browser and, log in and try again. In case the above steps do not resolve the issue, please open a ticket (e.g. send message to HD address) with our Support Team and include: 1. Title of the CfT 2. Resource ID of the CfT 3. List of steps performed before facing the issue Our technical team will analyse the data you provided and come back to you as soon as possible. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 8 from 16

9 Issue 5: Black screen with Activate Java message displayed instead of the Tender Preparation Tool The above screen is displayed when Java is not activated in your browser. In order to activate it, please click on the Activate Java link, displayed at the center of your screen (see screenshot above), which will then open a pop up window. Click on Show All options and at each dropdown list displayed select 'Allow Now' or (preferably) Allow and Remember. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 9 from 16

10 Issue 6: After clicking on the link Activate Java, a blank page appears. Usually, the above blank page is displayed because the Java version installed in your local PC is outdated. Please update Java to the latest version, then please restart your computer and try again. Issue 7: The message Checking of the Tender Preparation Tool latest version has failed. It is recommended to download and use the latest version of the Tender Preparation Tool in order to benefit from its latest enhancements. is displayed when trying to access the TPT. This warning appears when you try to open an outdated version of the Offline Tender Preparation Tool. To overcome this issue please download the latest version of the Tender Preparation Tool and then prepare and pack your tender response with the latest TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 10 from 16

11 downloaded version of the Tender Preparation Tool. After creation of the Tender Package, please submit your tender using the Manual Tender Upload functionality. Issue 8: Message Not allowed to upload a tender displayed upon clicking the Submit Tender functionality. The You are not allowed to upload tender error is displayed when a user is not associated with the CfT, for which he tries to upload a tender. In order to upload a tender, please associate yourself with the CfT by following the steps described below: 1. Click on Show CfT Menu and select Automated Notifications. 2. Then select Associated from the Associate/ Disassociate dropdown list to associate yourself with the CfT. 3. Click on Save Changes (see screenshot below). TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 11 from 16

12 Issue 9: The user receives a not authorized message when clicking on Submit tender button. What caused this error? This error occurs when user clicks on the Submit tender button after the closure of the tender deadline (the user probably started working on the online preparation tool before the deadline). If the user selects Submit tender after the deadline, a not authorized error will appear. Unfortunately nothing can be done in this particular case as submissions after the submissions deadline expire are not allowed. Issue 10: I cannot find a copy of a tender submitted using the online tool What caused this error? The user did not click on the Save button while preparing his tender to select a folder where to save the tender. In case the user does not click the save button before submitting the Tender, the Tender Preparation Tool automatically stores the tender files under user's HOME folder (which is usually located under c:\users\[user s name]). TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 12 from 16

13 Issue 11: How to review a saved tender after the tender submission has passed. In order to open again a tender saved locally, you need to open the tender XML file with the Offline Tender Preparation Tool. This will load the questionnaire and the answers saved in the tender preparation tool. If you did not save your tender in a particular folder then check under your HOME folder (c:\users\[user s name]), which is the default saving location. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 13 from 16

14 Issue 12: Unable to attach documents using Mac Computer If you are using a Mac Computer running the OS X Operating System, you will need to enable the file extensions for all files on your computer. Individual Files If you want to show the extension for a single file, please open the file s information window. You can do this by selecting the file and clicking Get Info from the file menu. Alternatively, you may right-click (Control-click) the file and select Get Info from the contextual menu that pops up. If the file s extension is hidden and you would like to show it, uncheck the Hide extension checkbox. TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 14 from 16

15 All Files While Mac OS X hides file extensions by default, you can choose to show all file extensions, overriding the Hide extension setting in the Get Info window. To do this, please click on Finder and select Preferences. Then click on the Advanced tab in the Finder Preferences window. Finally, check the Show all file extensions box. All file extensions will now be visible both on the desktop and in open windows. For further information, please visit Issue 13: Any other Error during tender submission To be in position to successfully submit a Tender, please always check that your system meets the minimum technical requirements displayed online and mentioned in previous sections of this document (issue 1). TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 15 from 16

16 In case your PC configurations meet the minimum requirements, but you receive any other application error, please open a Ticket with our Support Team, by sending an at ni-eproc-helpdesk@eurodyn.com. Error reports should include at least the following information: 1. Error number displayed on the screen (if any) 2. Title of the Call for Tender (CfT) 3. Resource ID of the CfT 4. List of steps performed by the user before the error was displayed Our technical team will analyse the data you provided and come back to you as soon as possible. Thank you. -END OF DOCUMENT- TROUBLESHOOTING TENDER PREPARATION TOOL ISSUES Page 16 from 16