Lobby Troubleshooting

Transcription

1 Introduction / Table of Contents This document was created to provide you with easy steps to troubleshoot issues within the lobby. Click on the links below to find the resolution to your problem. If you can t find what you re looking for or it simply is not here please call the helpdesk at Browser Issues... 2 Supported Browsers... 2 Internet Explorer... 3 Problem: Picture or Color background doesn t display correctly... 3 Problem: Can t open files from SharePoint... 5 Firefox... 6 Problem: Spinning Circle or Red X during system check on Java test... 6 Chrome... 9 Problem: SharePoint calendars don t display calendar appointments correctly... 9 Java Problem: Java prompts to block or allow unsafe content... 10

2 Browser Issues Supported Browsers Browser Versions Internet Explorer 9,10 Firefox 17+ Chrome 22+ Safari

3 Internet Explorer Problem: Picture or Color background doesn t display correctly When using internet explorer to access the lobby your background picture of solid color might not display correctly. To fix this issue you need to set Internet explorer to use compatibility mode for iu5 sites. Resolution Steps: 1. Open Internet Explorer 2. Go to lobby.iu5.org 3. Press the Alt key on your keyboard 4. A menu will appear under your URL field in your browser 5. Click on tools, Compatibility view settings

4 6. Iu5.org should already be listed, just click Add and then Close 7. Close your browser and re-open it, then go to lobby.iu5.org and sign in. You picture should now be displayed correctly 8. Still experiencing issues? Call the Helpline at

5 Problem: Can t open files from SharePoint Resolution Steps 1. Right click the document/link and choose save target as. 2. Chose a location to save the document in and then open the document from that location

6 Firefox Problem: Spinning Circle or Red X during system check on Java test Java is disabled by default in Firefox, you will need to enable the plugin Resolution Steps: 1. Open Firefox 2. Press the Alt key on your keyboard 3. A menu will appear above the URL field in the browser 4. Click tools, Add-ons

7 5. Click on Plugins on the left and scroll to the bottom of the list. You will see the java Plugin grayed out, click on Enable 6. Close Firefox and re-open it, go to lobby.iu5.org and run the system check again. 7. You may need to enable the plugin again for the site 8. If you see this red box, looks like a Lego, in the top corner of Firefox like shown below

8 9. Click on the icon, then click the black drop down arrow next to Activate All Plugins 10. Choose Always activate plugins for this site 11. Close and re-open Firefox, go to the lobby and run the system check again. 12. Still experiencing issues? Call the Helpline at

9 Chrome Problem: SharePoint calendars don t display calendar appointments correctly This is a problem with SharePoint and there is no resolution yet.

10 Java Problem: Java prompts to block or allow unsafe content This problem was observed in java version 7 update 21. While the work around is effectively letting all unsecure java apps run, it does remove the prompt s. Resolution Steps 1. Click on start and open control panel from your computer 2. Change the view by to Small Icons 3. Find the Java app and click to open it 4. Click on the Security tab and slide the bar to medium

11 5. Click on the Advanced tab and scroll through the list to find the Mixed Code settings, change it to Disable Verification 6. Click apply and then click ok, close all browser windows, the next time you go to the lobby you will not be prompted by java. 7. Still experiencing issues? Call the Helpline at