Nielsen Extranet - Troubleshooting Guide March 25, 2015

Transcription

1 OVERVIEW This document is intended to provide the following: 1. Step by step procedures for troubleshooting and solving issues in the following SharePoint applications: Using this Level 1 troubleshooting guide, please do necessary preliminary investigation and fix the issues. For any additional support, Nielsen Extranet team have Level 2 support pool in SERVICEpoint capable of troubleshooting issues as they arise. Assignment Group: Extranet Corporate Support - L2 Please contact US Portal Center Services Admins with any further queries. 1

2 1. Logging on to Nielsen Answers Check list: User has a valid Nielsen Answers ID and the account has been active for 2 or more days Users access Nielsen Extranet through the Nielsen Answers network a) Enter your address. b) Enter your Nielsen Answers password if you are a client. If you are a Nielsen employee, you can use your Enterprise/Active Directory password. c) For any Password related issues you can contact Service Desk@ (or) log a ticket in SERVICEpoint (or) use Forgotten Password link for account/password related issues. 2. Access Issues SharePoint works best with the Internet Explorer browser. Optimal IE settings are as follows: Confirm browser security settings are set to Automatic login with current username and password Open Internet Explorer Tools Internet Options Security Tab Trusted Sites Custom Level Verify Automatic login with current username and password is selected 2

3 a. Confirm *.nielsen.com in a trusted site zone: Open Internet Explorer Tools Internet Options Security Tab Trusted Sites Sites Verify *.nielsen.com is there and verify the check box Require server verification (https :) for all sites in this zone is unchecked.. b. Verify settings, clear cookies, clear temporary files and clear stored passwords: Open Internet Explorer Tools Internet Options General Tab Settings Verify Check for newer versions of stored pages: is set to Automatically click OK. 3

4 Open Internet Explorer Tools Internet Options General Tab Delete 3. User is getting Access Denied message accessing a specific site Check list: 1. User has a valid Answers ID account and the account has been active for 2 or more days. a. Access Denied with Request access link available Click Request access. The request will be sent to the designated site owner. Only this site owner can grant you access. 4

5 b. If a user have read access but looking higher privilege /permission, you need to contact site owner. Typically every site owner contact present on home page of the site. Site Owner: To identify a site owner contact, you need to click on the Nielsen Logo which will navigate to the top site. 4. Issues accessing a document library in Explorer View If you encounter the following error messages: a. The page cannot be displayed Start Settings Control Panel Administrative Tools Services Verify status of the WebClient Service on the client machine. The Status should be Started and the Startup Type should be Automatic. If not Started, right click on the service to start it. A system reboot may be required if the service won t start. Close all open browser sessions and attempt to access the document library again in Explorer View. If this doesn t work, open a support ticket. To open a support ticket the Help Desk at InfrastructureServiceDesk@nielsen.com, and one will be created. To expedite the request, provide the following information: User s name. User s Nielsen Answers login account (company address). The complete URL (web address) of the site or site location the user is attempting to access. Why the user needs access. b. Your client does not support opening this list with Windows Explorer. See section 9 below. 17 5

6 5. Know File Upload Limits for Extranet sites Application Name Extranet.nielsen.com Myextranet.nielsen.com File Upload Limit 500 MB and below 50 MB and below The following file extensions are blocked to prevent virus/malicious information/ files activating that might interfere with SharePoint s operation. Below are different file types are blocked Ade; adp; asa; ashx; asmx; asp; bas; bat; cdx; cer; chm; class; cmd; cnt; com; config; cpl; crt; csh; der; dll; exe; fxp; gadget; grp; Hlp; hpj; hta; htr; htw; ida; idc; idq; ins; isp; its; jse; json; ksh; lnk; mad; maf; mag; mam; maq; mar; mas; mat; mau; mav; maw; mcf; mda; mdb; mde; mdt; mdw; mdz; msc; msh; msh1; msh1xml; msh2; msh2xml; mshxml; msi; ms-one-stub; msp; mst; ops; pcd; pif; pl; prf; prg; printer; ps1; ps1xml; ps2; ps2xml; psc1; psc2; pst; reg; rem; scf; scr; sct; shb; shs; shtm; shtml; soap; stm; svc; url; vb; vbe; vbs; vsix; ws; wsc; wsf; wsh; xamlx; Disclaimer Privacy Statement 6. IE crashes when attempting to open files in a SharePoint document library 6

7 Solution I Run the Office Diagnostic Tool a. Windows 7 1. In Control Panel, click Programs, and then click Programs and Features. Note: In Classic view, double-click Programs and Features. 2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft Office Starter 2010, and then click Change. 3. For the Remove Office user settings check box, do one of the following: If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the check box. If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a problem with settings that you want to fix, select the check box. If you want to save the Ribbon customizations but not the other Office settings, export the ribbon customizations first (Ribbon customizations are not available in Office Starter 2010). 4. Click Repair. b. Windows Vista 1. In Control Panel, click Programs, and then click Programs and Features. Note: In Classic view, double-click Programs and Features. 2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft Office Starter 2010, and then click Change. 3. For the Remove Office user settings check box, do one of the following: If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the check box. If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a problem with settings that you want to fix, select the check box. If you want to save the Ribbon customizations but not the other Office settings, export the ribbon customizations first (Ribbon customizations are not available in Office Starter 2010). 4. Click Repair. c. Windows XP 1. In Control Panel, click Add or Remove Programs, and then click Change or Remove Programs. Note: In Classic view, double-click Add or Remove Programs. 2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft Office Starter 2010, and then click Change. 3. For the Remove Office user settings check box, do one of the following: If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the check box. If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a problem with settings that you want to fix, select the check box. If you want to save the Ribbon customizations but not the other Office settings, export the Ribbon customizations first. 4. Click Repair. 7

8 Solution II a. Open Microsoft Office Word b) Go to Help Detect and Repair Enable Discard my customized settings and restore default settings click on Start Button. b. Once it is completed, close all the open pages and try accessing the site. Solution III a. Do a search for "owssupp.dll". There should be more than one instance of it on the C:\Program Files\Microsoft Office b. Rename all instances of this file under this drive to owssupp.dll.old 7. Trouble with document upload. Using Internet Explorer version 10, when you click on Upload Document, select the document and if nothing happens, then you need to make sure whether nielsen.com is added in Compatibility View Settings of Internet explorer version 10. (Select ALT and T keys on your keyboard to view Compatibility view settings). 8

9 8. Unable to view list in datasheet view Issue: User cannot view a list in Datasheet view after you install the 64-bit version of Office User gets following message on browser. a. Clear the Internet Explorer cache by following step 2c. b. Check if Microsoft office professional is installed in the user s machine under control panel Add or Remove Programs. If it is not listed, then assign it to appropriate team for getting it installed. c. Install the 2007 Office System Driver. d. Uninstall the 64-bit version of Office 2010 and install the 32-bit version of Office Unable to open SharePoint 2013 document library with Windows Explorer Issue: Getting error message Your client does not support opening this list with Windows Explorer that can occur when you try to open a SharePoint document library in Windows Explorer on either Windows 7 Solution: Ensure the WebClient service is enabled. Restart the WebClient service on user s computer a. Verify status of the WebClient Service on the client machine. b. Start Settings Control Panel Administrative Tools Services Verify status of the WebClient Service on the client machine. The Status should be Started and the Startup Type should be Automatic. c. If not Started, right click on the service to start it. A system reboot may be required if the service won t Start. d. Close all open browser sessions and attempt to access the document library again in Explorer View. 9

10 10. SharePoint 2013 Document library opens as a blank window through Windows Explorer Issue: When you click the Open with Explorer option in a document library, the window explorer opens successfully but the window has no files or folders. Solution: Restart your WebClient service. Please do the following: a. Click Start. b. In the Run text box, type services.msc and hit the Enter key. c. Search for the service called WebClient. d. Right-click WebClient and select Restart. e. After the service has successfully restarted, close the window by clicking the X button. f. Retry Open with Explorer on the document library. 11. The Webpage cannot be displayed message when trying to open/edit an Office file from a SharePoint. Issue: When opening an Office file from a SharePoint 2013 site, you receive a message The Webpage cannot be displayed also in the address bar you will see the following: Excel - ms-excel:ofv u Documents/Excelfile.xlsx Word - ms-word:ofe u Documents/Wordfile.docx Cause: This issue is seen when multiple versions of Office are installed on the same system and the SharePoint Foundation Support is enabled on both: Office 2013 including products such as Lync, Project, Visio and Office 2010 or Office 2007 Solution 1: (When Office 2007 is present) Using Control Panel, Programs and Features window, locate existing instance of Office 2013 application, select it and click on Change button. In the Change your installation of window, select the Add or Remove Features option and click Continue. Expand the Office Tools, select Microsoft SharePoint Foundation Support and then select the Not Available option, Click Continue. 10

11 Once the change process is complete, click the Office 2007 instance and choose Change in the Change your installation of window, select the Repair option and click Continue. Once Repair complete, Restart your computer. Solution 2: (When 2010 is present). Install Service Pack 2 for Office New Nielsen Extranet Team Site/Site Collection Requests. If user has a requirement for new team site/site collection for the Nielsen Extranet, please find the below links to submit your request as appropriate. Nielsen Extranet Site Collection Requests: Nielsen Extranet Team Site Requests: 11