IRON Guides Real Time - Initial Set-up and Troubleshooting

Transcription

1 IRON Guides Real Time - Initial Set-up and Troubleshooting Accessing IRON Solutions Real Time Guide (RTG) 1) Open Microsoft Internet Explorer (RTG only works in Internet Explorer v7.0 to 11 and go to the following URL: rtg.ironsolutions.com The first time you access the IRON Solutions Real Time Guides (RTG) webpage, the application preforms a browser validation to confirm if you meet the requirements to run RTG. The results of the validation are presented in the orange box Validation Pass You will see the following screen should you meet the requirements. Click the green Go button to log in and that will prompt you to enter in your Username and Password to access the RTG system. Validation Fail If your system does not meet the minimum requirements, the validation screen display the following message and will mark the areas that need to be resolved via a Red X Troubleshooting Microsoft Internet Explorer 7.0 to 11 - RTG only runs in Internet Explorer (IE ) v7.0 to 11. Opening Internet Explorer and going to rtg.ironsolutions.com will resolve this issue

2 Scripting enabled This requirement identifies if scripting is enabled. If not, you must set the browser to compatibility mode as follows: Open Internet Explorer: Go to Tools Compatibility View Settings Add ironsolutions.com Note that while doing this helps view the RTG application interface in its correct format, this is not required to access the RTG application. Authentication Component Step 1) Logging in with FULL Administrative Rights is REQUIRED for install Enabling Administrative Mode What this is indicating is that you have to run IE in administration mode to fully install the Authentication Component. This can be done in multiple ways, but the surest way for most all versions of Windows is thus: Click on the Start Menu Click on All Programs In the all programs list find Internet Explorer Icon and right click on it. This will open up a Menu dropdown where you can select the option to Run as Administrator. After a new IE browser window has been opened in administration mode, navigate back to the RTG homepage. Once there, Click on Please download which will open up a new page for you

3 to download the Authentication Component. This requires you to download the authentication component add-on so that your computer can communicate with our system and is associated with a specific computer. Depending on the system, the add-on may download automatically and it will notify you that it has done so, and return them to the home page. Otherwise, it will be necessary to click on manual installer to run the Installation Wizard. The Installation Wizard with take you through the steps required to finish the installation process. If the installation process completed correctly and the browser s settings are correct, the user should be assigned a support code: Minimum 800 x 600 screen suggested This will be checked for all desktop computers. As with the scripting enabled requirement, one can still use RTG without meeting this requirement. Cookies Enabled If this requirement is not met, the steps to meet in Internet Explore are: 1) Open Internet Explorer 2) Go to Tools Internet Options Privacy tab Adjust the settings bar down to medium which will allow cookies for RTG Once all requirements are met, you should see this screen:

4 Click the green Go button to log in and that will prompt you to enter in your Username and Password to access the RTG system. Common Issues and Troubleshooting 1) Administration Mode - Need to run IE in administration mode to fully install the authentication component. This can be done by following the steps described previously. 2) If IE has run in administration mode with the add-on seemingly installed correctly and you are still not meeting the authentication component requirement. There are a few things to look at and steps to take as follows: 1. Firstly, check and make sure the add-on is in fact installed completely and that it is enabled. This can be done through the following steps: Open IE Go to Tools Manage Add-ons Find TonkaPrj.Tonka Insure that its status is Enabled If the add-on does not appear on this list, it will be necessary to go back through the installation process. 2) If TonkaPrj.Tonka is present and enabled, the next thing to check is the security settings tab. Go to Tools Internet Options Security Tab

5 Firstly, click Trusted sites and then click the sites button. Make sure that the box is unchecked beside require server verification ( for all sites in the zone and then add rtg.ironsolutions.com to trusted sites. After clicking close to go back to the security tab, adjust the security level for this zone down to low. Click Apply and then OK. Refresh Internet Explorer by hitting refresh or F5. If successful then you should be able to access the site now. If you require further assistance, please contact IRON Solutions technical support at or Join a GoToAssist meeting!.