webiress connection problems: Troubleshooting

Transcription

1 webiress connection problems: Troubleshooting 1

2 webiress Checklist: Delete the webiress Object ~ Page 5 Delete the Temporary Internet Files ~ Page 5 Check for Sun Java 2 Runtime environment ~ Page 6 Review the Security Settings ~ Page 5 Does the user run Netscape Navigator, Windows 2000, XP or IE 6.0? ~ Pages 4 & 5 Run the Connection Test ~ Page 4 Check whether the user has a firewall ~ Page 6 Check if Microsoft Java Virtual Machine is installed properly? ~ Page 7 Note: Microsoft updates may be required as a last resort; this is the responsibility of the user. 2

3 Table of Contents A. The client cannot install webiress AND is trying to use it for the FIRST time. Connection Test 4 Netscape Navigator 4 Windows 2000 or XP 4 Apple Macintosh 4 IE Security Settings 5 Trusted Sites 5 Deletion of webiress object 5 Firewalls 6 Sun Java 2 Run Time Environment 6 Virtual Machine 7 Enabling Java Console 7 B. Software is installed successfully, but client cannot use webiress properly. Questions to ask 9 Advanced Connection Test 9 Virtual Machine 10 Debug Window 10 C. What to expect when installing webiress Screen Shots

4 A Quick Reference for webiress Connection Problems B. The client cannot install webiress AND is trying to use it for the FIRST time. a. Can the user run the connection test? To access the connection page, click on the following link: The result of the test should advise whether the connection test is successful or has failed. b. Is the user running Netscape Navigator? Only versions 4.07 to 4.7 are compatible with webiress. c. Is the user running Windows 2000 or XP? Users must be set up as a Windows 2000/XP Administrator to install software. Process: Shut down all programs. On desktop or within the start menu, right click My Computer. Select Manage; Go to Local Users and Groups. Select Groups and then select Admin. Check to see if the user s name appears in the list. If it does, the user has administrator rights. Otherwise, the user does not have such rights. If the user is not able access this area of My Computer, it suggests that the user does not have any administrator rights. d. Is the user attempting to use webiress on an Apple Macintosh? webiress cannot operate within browsers operating from the Apple Macintosh platform; this is because Apple Macintosh browsers do not support standard java installations. 4

5 e. Is the user running Microsoft Internet Explorer Version 6? By default, Microsoft Internet Explorer Version 6 does not allow any cookies to be used. Cookies are required for successful operation of webiress. Go to Tools ; Internet Options and select the Privacy tab. Within the web sites section, click Edit. Type web.iress.com.au and then click Allow. f. Is the user s Browser Security settings set to Medium? High security levels can prevent the installation of software, such as webiress. Medium security levels should allow the cookies to be installed. Process: Tools ; Internet Options ; Security ; Internet Level and select Medium Level. g. Is webiress included as a trusted site? Go to Tools ; Internet Options, select the Security tab and click on the Trusted Sites icon. Click into the Sites button and enter web.iress.com.au into the list. h. Delete the webiress object (and Temporary Internet Files) and reinstall. Within the browser go to the Tools ; Internet Options. In the second box, Temporary Internet Files, click on Settings. Select View Objects. A new window will appear in which there should be a webiress object. Right click and choose Remove. Do not remove anything else. Re-enter Tools ; Internet Objects ; Temporary Internet Files and select Delete Files. Check delete all offline content and click OK. Shutdown and restart the browser and re-login. *If the object does not appear here, it means that the software has not been installed at all and that this step does not apply. Continue with other troubleshooting methods if this is the case. 5

6 i. Does the user have a Firewall? Firewalls need to allow traffic from the following address: webdf.iress.com.au. webiress will initially try to connect to port 6080 via a simple socket connection. If this is not successful, it then tries to establish a connection via http on port 80. To determine if the firewall is allowing traffic through, please use the connection test. j. Is Sun s Java 2 Run Time Environment installed? Sun Java is an optional module in Internet Explorer which can interfere with webiress. There is an option in Internet Explorer which you can uncheck to remove Sun Java see picture below. If you haven t restarted the P.C since installing the applet last, this option will not be here until the entire machine has been restarted. Once you have restarted, go to Internet Explorer, click on Tools, then Internet Options. Click on the Advance Tab and scroll down to the Java (Sun) area. Uncheck the box beneath it which says Use Java 2 and click O.K. Close out of all instances of Explorer and open it back up. Alternatively, go to Start ; Settings ; Control panel ; and Add/Remove programs. Uncheck Java 2 Runtime Environment Standard Edition. 6

7 k. Virtual Machine: webiress requires Microsoft Java Virtual Machine software to run successfully. This may need to be upgraded, reinstalled or installed for the first time. To check the VM version, follow the instructions below for enabling the Java Console. For the latest version; go to Tools, Windows Update and click on Scan for Updates. Alternatively, click on the Troubleshooting link on the secure form login page and follow the links: or the latest VM version 3810 can be obtained from Current VM version is 3810 ~ from MS UPDATE NOW! or get it here. Download file, open and install. l. Enabling the Java Console If Java cannot be installed, it is possible to turn on the Java Console to enable a form of logging to assist in troubleshooting. Within the browser, users need to go into 'Tools'; 'Internet Options' and click on the 'Advanced' tab. In the list is a VM category. Tick the category 'Java enabled console (requires restart). 7

8 Ask the user to close the current browser session; open another browser and attempt to install webiress. The user will get the installation error message again. The user should then go to 'View' and down to 'Java Console'. A dialogue box will appear; the message in this dialogue box will help IRESS to assess whether there is a java problem evident (rather than just an installation problem). a copy of this to: [email protected] Note: the VM version is in the top line of the dialogue box, after the word Release see picture below. 8

9 If the message is: "skipping cab crip to/installation failed"; ask the client to use another ISP to dial up and then install. The problem is due to a bad file held on the proxy which is causing the installation to fail. B Software is installed successfully, but client cannot use webiress properly. Note: When we upgrade the webiress software, users cannot login to webiress without upgrading to the latest version. In this case, troubleshooting begins as if the user is a new user. a. Close the Browser and re-login. Is the problem still there? b. Delete the webiress object and login again. c. Can the user run a connection test? To access the connection page, click on the following link: 9

10 The result of the test should advise whether the connection test is successful or has failed. Go to Show Details Double click in black box Debug Window appears Right click in Debug Window. Go to Export Connection Data Choose any name and file will appear on desktop. Please send this information to: d. Is the user downloading any other data at the same time from the Internet? e. Is the problem PC specific? Login to webiress from another PC is the problem still there? f. What is their ISP connection? What speed modem do they have? Have there been any changes? g. Has the user made any changes to their PC recently? Note: Certain software can interfere with WebIRESS. For example, anti-virus software or software which installs Sun s Java plugs see page 6 to remove Sun Java. Virtual Machine: The Microsoft Java Virtual Machine software may need to be reinstalled. To determine the version; open the debug window see below. Right click in the dialogue box and select Version Information. At the end of the second line which appears will be VM: followed by a four digit number. Alternatively, enable the Java Console (see page 7-8), this should give the version. To upgrade: 10

11 Click on the Troubleshooting link on the secure form login page and follow the links: Debug Window: The debug window can be opened by holding down the shift button and double right-clicking on the logo within the top right hand corner of WebIRESS. Highlight and copy any unusual messages that occur. these to: C What to expect when installing WebIRESS When logging in for the first time, or after an upgrade; the webiress software will need to be installed. The following screen shot displays the beginning of this process: 11

12 Before the software actually installs, an Internet Explorer message appears asking if you would like to install the software and whether you trust IRESS Market Technology. Users will need to select Yes for the software to install. 12

13 If there is a problem with installation, the following message will be displayed on screen. Part A of this document will need to be followed if this is the case. 13

14 Whilst the software might be installed correctly, the user still may be having problems connecting. The following message may appear if this is the case: connection failed - contact technical support. Users should follow Part B of this document if this is the case the connection test being the most important. * A user may have problems connecting before the installation process begins, in this case the connection problem needs to be resolved before the installation problem. 14