Maybank Kimeng Securities June 2012 TECHNICAL SUPPORT
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- Mercy Rogers
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1 TECHNICAL SUPPORT CFD General Enquiries : CFD Dealing : Fax : CFD@maybank-ke.cm.sg Website : Maybank Kim Eng Securities Pte Ltd Head Office: 50 Nrth Canal Rad, Singapre Tel: Website: 1
2 Table f Cntents 1. System Requirements Trubleshting... 4 a. Sftware Installatin Errrs...4 b. Security Infrmatin...8 c. Cnfigure the Sun Java Envirnment...10 d. Cnnectin Test...12 e. Uninstall the applicatin
3 1. System Requirements Verify the cnnectin status f yur machine using the cnnectin test. Requirement Details Machine The applicatin requires a Pentium3 500MHZ class machine with a minimum f 256MB RAM. Operating System and Brwser The applicatin runs n any Micrsft Windws perating system that supprts the fllwing brwsers with Java enabled: Internet Explrer 7.0 r abve. Mzilla/Firefx 3.0 r abve. Chrme 7.0 r abve. This applicatin may als run n Mini Mac perating system X 10.6 (Snw Lepard) r abve that supprts the fllwing brwsers with Java enabled: Internet Explrer 5.0 r abve. Mzilla/Firefx 3.5 r abve. Chrme 9.0 r abve. Nte: Snw Lepard is an upgrade fr Lepard users and requires a Mac with an Intel prcessr. Java Virtual Machine (JVM) The minimum required JVM versin is 1.6.0_10. Currently, this applicatin is NOT cmpatible with the latest JVM versin 1.7. Fr infrmatin n checking yur JVM versin, and dwnlading a 1.6 versin if necessary, see Checking yur JRE versin. Nte: Fr Firefx brwser users, a minimum versin f Firefx 3 is required t successfully run Sun Java 1.6.0_10 r abve. Mnitr The minimum mnitr supprted is a 15" clur mnitr, hwever a 17" mnitr is recmmended. Reslutin f greater than 1024 X 768 is required. Micrsft Office Excel Netwrk cnnectin Firewall Users wh wish t run the applicatin Excel Addin must have Micrsft Excel versin 2003 r greater installed. A netwrk cnnectin quality f a 56k mdem r abve is required. Bradband is highly recmmended. Fr mre infrmatin abut accessing this applicatin thrugh a firewall, see Security Infrmatin. 3
4 2. Trubleshting a. Sftware Installatin Errrs Errrs during installatin If yu encunter errrs when installing this sftware, d ne r all f the fllwing: Install the latest Java Virtual Machine Yu may receive an installatin errr if a Java cmpnent is incrrectly installed n yur brwser. T reslve this, install r reinstall the latest Java Virtual Machine. Cnfigure yur brwser security settings Yur brwser security settings may be preventing the installatin f the sftware. Yu need t recnfigure yur brwser t the default security level and add the applicatin t yur list f trusted websites. Micrsft Internet Explrer 7 1. Chse Tls > Internet Optins. 2. Select the Security tab. 3. D the fllwing: 4. Click Internet. 5. In the Security level fr this zne sectin, click Default level. 6. Click Trusted Sites. 7. Click Sites. The Trusted sites dialg bx pens. 8. In the Add this website t the zne bx, type the URL " then click Add. The website address is added t the Websites list. 9. In the Add this website t the zne bx, type " then click Add. The website address is added t the Websites list. 10. Click Clse. The Trusted sites dialg bx clses. 11. If yu are running Windws Vista, tick the Enable Prtected Mde checkbx. This authrises data dwnlad frm yur trusted sites. Vista users nly 12. Click OK. Cnfigure yur security sftware settings t allw installatin. If yu have internet security r anti-virus sftware n yur cmputer (fr example, Nrtn- Symantec, McAfee r Znealarm), this may prevent installatin f the sftware. Cntact the vendr f yur security sftware fr assistance. Alternatively, yu can temprarily disable yur security sftware during installatin. Check yur Firewall and Netwrk Cnfiguratin settings The sftware dwnlad will fail if a prxy r firewall strips the applet cde frm the web page. See yur netwrk administratr t reslve this prblem. 4
5 Uninstall the applicatin by clearing yur brwser and Java cache. If yur brwser has incrrectly installed the sftware, yu may need t uninstall and re-install the applicatin. Errrs after installatin Yu may encunter errrs after installatin. Belw is a listing f cmmn prblems including causes and slutins where applicable: Supprt" The lgin page displays the errr: "Cnnectin Failed > Please cntact Technical The applet failed t cnnect t the data server due t a netwrk prxy r firewall. 1. Ensure that yur machine passes the cnnectin test. 2. If the cnnectin test is unsuccessful, d ne r all f the fllwing: Check whether persnal firewall settings are cnfigured t allw access t the site. Cntact yur netwrk administratrs if yur system is part f a netwrk. Cntact yur internet service prvider. The brwser page is blank r displays the errr: "Java nt installed r incrrectly installed" The brwser des nt have the Java system cmpnent installed r the Java system is incrrectly installed. Dwnlad and install the latest versin f Sun Java. Enable Sun Java by ding the fllwing: Micrsft Internet Explrer 7 Chse Tls > Internet Optins. Select the Advanced tab. 3. Tick the Java (Sun) checkbx. 4. Click OK. 5. Chse Tls > Manage Add-ns > Enable r Disable Add-ns. The Manage Add-ns dialg bx pens. 6. In the Shw list, select Add-ns currently laded in Internet Explrer. 7. In the list f add-ns, select Sun Java Cnsle. 8. In the Settings sectin, select the Enable ptin. 9. Click OK. Firefx/Mzilla Chse Tls > Optins. 2. Select the Cntent tab. 5
6 3. Tick the Enable Java checkbx. 4. Click OK. A blank page displays after lgging in Yu need t enable ckies fr the sftware t perate successfully. 1. D ne f the fllwing: Micrsft Internet Explrer 7 1. Chse Tls > Internet Optins. 2. Select the Privacy tab. iii. Click Sites. Firefx/Mzilla Chse Tls > Optins. 2. Select the Privacy tab. iii. Click Exceptins. 2.In the Address f website bx, type "web.iress.cm.au". 3.Click Allw. 4.Click OK r Clse. Pp up blckers prevent the applicatin frm launching Yu need t cnfigure security tls such as pp up blckers t allw this applicatin. Micrsft Internet Explrer 7 1.Chse Tls > Pp up Blcker > Pp up Blcker Settings. 2.In the Address f website t allw bx, type "*iress.cm.au". 3.Click Add. 4.Click Clse. Ggle Tlbar Yah Tlbar Click the Pp-up Blcker buttn. The buttn text changes t "Ppups Okay". Click the Pp-up Blcker buttn and then select Always Allw Pp-ups frm. Select "web.iress.cm.au". 3.Click Allw. The lgin page cntinues t display the message: "Lgging in" Recent cnfiguratin changes t yur brwser failed t take effect r changes have recently been made t yur system security. 6
7 D the fllwing: 1.Rebt yur cmputer. 2.Verify yur cnfiguratin f the fllwing: Sun Java Envirnment Brwser security Lcal security sftware Firewall and netwrk. Fr infrmatin n hw t cnfigure these settings, see Errrs During Installatin n this page. Data is slw t update. Live data cmmands may be slw t update because yur web brwser Java Plug-in is running ut f memry r yur graphics card driver is utdated. Sun Java memry By default, the memry available fr Sun Java versin 1.5 update 6 t 1.6 update 7 is very limited. The recmmended Sun Java versin is 1.6 update 10 r abve, because it uses the latest Java technlgy t access mre memry and imprve system perfrmance. Yu can manually increase the memry limit fr the Java plug-in if yur system allws. Graphics Card drivers Fr users with multiple mnitr systems, upgrading yur graphics card driver sftware can imprve the perfrmance f screen updates. 7
8 b. Security Infrmatin Persnal Firewall / Internet Security A firewall is a prtective bundary that mnitrs and restricts infrmatin that travels between yur cmputer and a netwrk r the internet. Yu need t cnfigure persnal firewall sftware t allw access. The fllwing cnfiguratin infrmatin applies t Singapre: Singapre site: *.iress.cm.sg prt: 6080 r 80. Netwrk IP Addresses / Nte: Use "Netwrks" instead f "Hsts" when cnfiguring firewall rules. Windws firewall prt details Name: webiress Remte Prt number: 6080 TCP DNS PDS: research.iress.cm.au Data feed: webdf.iress.cm.sg Web server: web.iress.cm.sg Other security cnfiguratins Allw ckies frm iress.cm.sg Allw pp ups frm *.iress.cm.sg Add the fllwing URLs as trusted sites: 8
9 Firewall and Netwrk Cnfiguratin The direct cnnectin via prt 6080 is recmmended fr the mst efficient peratin f this applicatin. T use this prduct frm behind a crprate firewall using prt 6080, the fllwing is required: The firewall must allw the users t establish an utbund TCP cnnectin t the Data Feed server(s) n prt All cmmunicatins t the data is accmplished via this single cnnectin, and can nly be established frm inside the firewall. Data Feed servers never initiate the cnnectin t the desktp. The firewall must be capable f perating in a "transparent" mde. That is, it must lk like a ruter t the netwrk even if it is an applicatin prxy firewall. Sme, but nt all, prxy-based firewalls can be cnfigured t perate in the required manner. The user's netwrk must be cnfigured t rute packets addressed t nn-lcal netwrks thrugh their Internet firewall. T accmmdate the cnnectin t a remte server, the lcal LAN must be ready t handle traffic addressed t nn-lcal hsts. A "default rute" may r may nt be currently cnfigured n a crprate LAN where a prxybased firewall is used. Special dispensatin fr the server "WEBDF.IRESS.COM.SG" t be able t cnnect t prt The pening f a specified prt n a firewall t initiate utward bund cnnectin t a remte server des nt pse a security threat t the lcal intranet/wan. N inward bund cnnectin can be instantiated by a remte address. This wrks in the same manner as prt 80 n a prxy server. The client sftware will attempt t initiate a direct scket cnnectin t prt 6080 n the Data Feed server. When a direct cnnectin is unavailable, a lwer quality cnnectin will be established via prt 80 using the HTTP prtcl. This cnnectin will wrk via the same prxy used t retrieve web pages fr the brwser. With either cnnectin (prt 6080 r HTTP prt 80), the firewall must nt remve Java applet tags frm incming HTML. Sme firewalls can be cnfigured t strip Java applet tags frm incming pages. This prduct cannt wrk thrugh such a firewall unless special dispensatin is given t HTML frm the surce server (WEB.IRESS.COM.SG). 9
10 c. Cnfigure the Sun Java Envirnment If yu experience pr system perfrmance, yu may need t make adjustments t yur Sun Java. By default, the memry available fr Sun Java versin 1.5 update 6 t 1.6 update 7 is very limited. The recmmended Sun Java versin is 1.6 update 10 r abve, because it uses the latest Java technlgy t access mre memry and imprve system perfrmance. Dwnlad Yu can manually increase the memry limit fr the Java versin 1.6 update 7 r belw, if yur system allws. This tpic cntains the prcedures fr identifying yur Sun Java versin and cnfiguring a memry limit increase; as well as remving ld Sun Java versins. If yur perfrmance des nt imprve after fllwing this prcedure and yu use a multiple mnitr system, yu may need t upgrade yur graphics card sftware. Cnfigure yur Sun Java envirnment Step ne: identify yur Sun Java versin 1. Click Start, then select Cntrl Panel frm the pp-up menu. 2. In the Windws Cntrl Panel, pen Java. This may be lcated under Other Cntrl Panel Optins. 3. Select the Java tab. 4. In the Java Applet Runtime Settings sectin, click View. The Java Runtime Settings dialg bx pens. The Versin clumn displays the versin number with the relevant update separated by an underscre. Fr example, 1.6.0_05 is versin 1.6 update 5. Nte: The recmmended Sun Java versin fr this applicatin is 1.6 update 10 r abve. This versin autmatically prvides a larger amunt f Java memry s that yu d nt need t manually increase the memry limit. Step tw: increase yur Sun Java memry 1. If yur versin f Sun Java is 1.6 update 7 r belw, d ne the fllwing: Upgrade Sun Java Dwnlad the recmmended Sun Java versin 1.6 update 10 r abve. Dwnlad Nte: Clients using a Firefx brwser need Firefx 3 r higher t run Sun Java 1.6 update 10. Cnfigure a Java memry increase 1. Duble-click the Runtime Parameters cell fr the mst recent versin in the list. An edit bx displays. Yu may need t resize the clumns t see this field. 2. Type the text string fr the amunt f memry that yu want t make available. Yu can increase the Java memry t a value f 128MB, r up t 512MB if yur system allws. The fllwing table lists case-sensitive text strings and the crrelating amunt f memry they specify: 10
11 iii. Java Runtime Parameters -Xmx128m -Xmx192m -Xmx256m -Xmx512m Click OK. Amunt f memry 128MB 192MB 256MB 512MB 2. Restart the PC fr the new Java versin r memry changes t take effect. Tip: If the brwser displays errrs such as "The Java Runtime Envirnment cannt be laded" r "Applicatin Errr. The memry culd nt be read", repeat this prcedure and re-cnfigure the memry limit t a lwer value. Remve ld versins f Sun Java Retaining multiple versins f Java can cause prblems when running this applicatin. Remve the ld versins that remain when yu upgrade Java. 1. Display a list f currently installed prgrams by ding the fllwing: 2. Click Start, then Cntrl Panel. Duble-click Add r Remve Prgrams. (Windws 95/98/XP) 3. Click Start, then Cntrl Panel. Duble-click Prgrams and Features. (Windws Vista, Windws 7) 2. Select the utdated Java versin in the list, then click Remve (Windws 95/98/XP) r Uninstall (Windws Visa, Windws 7). A cnfirmatin message displays. 3. Repeat step 2 if yu have mre than ne utdated Java versin installed. 4. Click Yes. 11
12 d. Cnnectin Test The cnnectin test verifies the cnnectin between yur machine and the datafeed server. It is an autmatic prcess which detects cnnectivity then prvides feedback n cnnectin statistics. Yu can run the cnnectin test at any time. Cnnectin feedback The cnnectin test displays results in graphical frmat. Yu can graph the cnnectin result statistics fr: the previus minute the previus 5 minutes the previus 15 minutes the previus 30 minutes the previus hur trading hurs nly all results. Cnnectin test: 12
13 e. Uninstall the applicatin T uninstall the sftware, yu need t clear the cached files frm the Java Plug-in and frm yur brwser. What are cached files? Cached files are temprary internet files. These files are used by yur brwser t quickly access infrmatin, and remember frequently viewed pages. What is a ckie? A ckie is a small piece f infrmatin that a web server stres temprarily within yur brwser. Ckies help t identify users and prvide a mre streamlined brwsing experience. Clear Java files 1. In the Windws Cntrl Panel, pen Java. This may be lcated under Other Cntrl Panel Optins. 2. Select the General tab. 3. In the Temprary Internet Files sectin, click Settings. The Temprary Files Settings dialg bx pens. 4. Click Delete Files. The Delete Temprary Files dialg bx pens. 5. Tick the Applicatins and Applets checkbx. 6. Click OK. The Delete Temprary Files dialg bx clses. 7. Click OK. The Temprary Files Settings dialg bx clses. 8. Click OK. Clear cached brwser files Micrsft Internet Explrer 7 1. Chse Tls > Internet Optins. 2. In the Brwsing histry sectin, click Delete. The Delete Brwsing Histry dialg bx pens. 3. D the fllwing: 1. Click Delete files. A cnfirmatin message displays. 2. Click Yes. iii. iv. Click Delete ckies. A cnfirmatin message displays. Click Yes. 4. Click Clse. The Delete Brwsing Histry dialg bx clses. 5. Click OK. Firefx/Mzilla Chse Tls > Clear Private Data. Tick the fllwing checkbxes: 2. Cache 3. Ckies 2. Click Clear Private Data Nw. 13
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