SoCalGas ENVOY. Troubleshooting Envoy Getting Started

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1 SoCalGas ENVOY Troubleshooting Envoy Getting Started

2 TABLE OF CONTENTS 1 Troubleshooting Envoy Browser Not Supported Error upon Accessing Login Page Tabbed Browser Settings for Internet Explorer Security Level Settings View System Requirements/Running System Configuration Test Reset Internet Explorer Settings Clearing the Cache Enabling Javascript Plug-in Browser Cookies Setup Refreshing Data in ENVOY

3 GETTING STARTED 1 Troubleshooting Envoy *Note: This help documentation is specific for Internet Explorer version 11, however the general instructions apply to all browsers. 1.1 Browser Not Supported Error upon Accessing Login Page The Envoy web application is developed for an optimal experience using Microsoft Internet Explorer version 11. Please see Browser and Mobile Support (Section 3) for more information on browser optimization for Envoy. If the following error is received when attempting to access the application, please follow the steps provided below. 1. Confirm your system has Internet Explorer version 11 or greater installed in it by navigating to the About Internet Explorer window. From the Internet Explorer Tools menu select the About Internet Explorer option. 3

4 If your menu bar is hidden, right-click on the wide blue border next to the Address Bar and select Menu Bar. 4

5 2. This will display the About Internet Explorer window showing the version of Internet Explorer that is installed in your system. 3. If the version of Internet Explorer that is installed in your system is not version 11 or greater, you may download it free of charge from: Tabbed Browser Settings for Internet Explorer 11 If Envoy filter screens display in a new browser tab/window and not in a pop-up window on top of the originating Envoy screen, please ensure you have the correct Tabbed Browser Settings by following the steps below. 1. From the Internet Explorer Tool menu select the Internet Options option. 5

6 2. This will display the Internet Options window. From the Internet Options window, click on the Tabs button. This will display the Tabbed Browsing Settings window. In this window, select the Let Internet Explorer decide how pop-ups should open option. 6

7 3. Click the OK button on the Tabbed Browsing Settings window. 4. Click the OK button on the Internet Options window. 5. Restart Internet Explorer and try again. 1.3 Security Level Settings Users experiencing issues accessing the site may also need to change their security settings from a custom level to a regular Medium-High. Internet Explorer > Internet Options > Security > Internet Zone Settings 1.4 View System Requirements/Running System Configuration Test It is strongly recommended that users of the Envoy web application have the most recent versions of the Adobe Reader installed on Internet Explorer. Envoy users can test their browser configuration as well as plugin versions using the following steps: 1. From the bottom menu on the home page click on System Requirements. 2. From the System Requirements window click on Run Configuration Test. 3. Follow the provided links to plugin vendors if an upgrade to a plugin is required. 7

8 4. Users may also wish to visit the Adobe Reader plugin site directly at 5. Users may also wish to visit the Adobe Reader Flash Player plugin site directly at Reset Internet Explorer Settings 8

9 1.6 Clearing the Cache Clearing the cache is strongly recommended to ensure users see the most up-to-date ENVOY webpage. ENVOY users can clear the Internet Explorer Cache by following the below steps: 1. Close all windows and browser tabs the ENVOY webpage is on. 2. From the Internet Explorer Tool menu select Safety, followed by Delete browsing history. *Note: You can also access the menu by holding Ctrl + Shift + Delete. 9

10 3. Check both Temporary Internet Files and Cookies then click Delete. Be sure to uncheck the other boxes as shown below. 4. A confirmation message window will appear at the bottom of the window once it has successfully cleared the cache and cookies. 10

11 1.7 Enabling JavaScript Plug-in Many Internet Web sites contain JavaScript, a scripting programming language that runs on the web browser to make specific features on the web page functional. If JavaScript has been disabled within the user s browser, the content or the functionality of the web page can be limited or unavailable. Internet Explorer Envoy users can enable Javascripting by following the below steps: 1. From the Internet Explorer Tool menu select Internet Options. 2. When the Internet Options window opens, select the Security tab. 11

12 3. On the Security tab, select the Internet zone, and then click on Custom level. 12

13 4. In the Security Settings Internet Zone dialog box, click Enable for Active Scripting in the Scripting of Java applets section. Then click OK. 5. Then the "Warning!" window will open and ask, "Are you sure you want to change the settings for this zone?" select Yes. 6. Click OK at the bottom of the Internet Options window to close the dialog box. 13

14 7. Click the Refresh button to refresh the page and run scripts. 14

15 1.8 Browser Cookies Setup Cookies are small files that websites put on your PC to store information about your preferences. Cookies can improve your browsing experience by saving personal settings and allowing the website to properly display. Users can allow cookies in the Internet Explorer 11 browser by following the below steps: 1. From the Internet Explorer Tool menu select Internet options. 15

16 2. When the Internet Options window opens, select the Privacy tab, then select the Advanced button. 16

17 3. In the Advanced Privacy Settings window, make sure that First-party Cookies and Third-party Cookies have Accept. (If not, click Override Automatic Cookie Handling, and then select Accept on First-party Cookies and Third-Party Cookies). 17

18 1.9 Refreshing Data in ENVOY ENVOY has a unique way to refresh data in order to protect data privacy. DO NOT use the browser refresh button as it will result in a forced ENVOY logout with a yellow message flag. Below are the best ways to refresh data in ENVOY: 1. Landing page data refresh Users can refresh the data by clicking the SoCalGas logo. 2. Module screen data refresh Users can refresh the data by clicking the SoCalGas logo and navigating back to the module they were in. 3. Module screen data refresh for Workspace widget Click and hover over the Workspace icon, in the dropdown list select the module if available. *Note: The Workspace list is directly linked to the users Workspace widgets. Hence users can customize the list by adding/removing widgets in the landing page Workspace widgets. Not all modules are available in widget form. 18

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