Client Configuration Instructions and Troubleshooting

Transcription

1 Client Configuration Instructions and Troubleshooting 2016 erportal Software, Inc. 1

2 Table of Contents Getting Started.3 Running the Client Configuration Tool.4 Troubleshooting: Receiving a Blank Screen after the Main Page..5 Troubleshooting: erportal Displaying Incorrectly Troubleshooting: Certain Actions Causing Screen to Lock and Flash Intermittently erportal Software, Inc. 2

3 Welcome to the erportal Client Configuration Procedure Although erportal is primarily a web based application, there is some work that needs to be done on the computer opening erportal before the site can be fully accessed. All screens besides the login page as well as the main page of erportal will not load without the client configuration installed on the user s profile. Follow the instructions beginning on the next page to setup erportal and if necessary also follow the troubleshooting procedure following the installation instructions to determine what else needs to be done in order to run the program successfully on the target computer. Some things to note before running the client configuration: The client configuration tool is specific to the Windows profile that it is being configured on. The configuration does not affect other profiles that exist on the target machine and needs to be run on those profile as well if the users of the other profiles intend to use erportal. The profile that is being used to run the client configuration tool needs to have Administrative Rights. The user s rights may be reduced after erportal is successfully configured. IE needs to be set as the default browser on the computer in order to open erportal correctly. In order to make Internet Explorer your default browser, select from the Menu Bar of Internet Explorer: Tools -> Internet Options -> Programs -> Make Default. You will need the client configuration file that is specifically created for the instance of erportal that you wish to access. If you do not have that file yet, please contact the erportal Support team. You will need to close all windows of Internet Explorer before running the client configuration tool. If you have any questions about the running or troubleshooting the configuration, please contact the erportal Support team: erportal Support Team helpdesk@erportalsoftware.com Phone: (413) erportal Software, Inc. 3

4 Running the Client Configuration Tool 1. Save the client configuration zip file to the C: drive of the target computer. You may save it directly on the root of the C: drive or a folder of your preference within the drive. 2. Extract the contents of the zip file. The zip file should include at least: ClearCache.cmd ClientConfig.exe Interop.IWshRuntimeLibrary.dll Security.cmd Settings.ini 3. Right-click on ClientConfig.exe and select Run as Administrator. The erportal Client Security Configuration screen opens. 4. Select the Run Full Config button. The progress of the configuration is detailed in the script panel on the left side of the screen. The script ends with erportal Client Configuration is Complete. 5. Select the Exit button. The Client Security Configuration screen closes and an icon for erportal as well as the Clear- Cache.cmd now appears on the desktop erportal Software, Inc. 4

5 Troubleshooting: Receiving a Blank Screen After the Main Page Depending on your particular version of Windows and Internet Explorer, some settings that the Client Configuration tool normally sets do not get covered by the automated process. The following pages cover a few issues that you may experience trying to use erportal after running the Client Configuration tool and how to resolve them. The Client Configuration tool s main purpose is to modify settings within Internet Explorer and the computer itself that allows it to download various screens off of the server that hosts the instance. However, the tool is not required to view the login page or the main page. Problems only arise when the user attempts to view anything beyond the main page and all they can load is a blank page. Note: A good indication that erportal is now configured correctly is the text PLEASE WAIT appearing in the User ID field on the Login Page for longer than three seconds. Additionally opening the main page and any page beyond that should take several seconds to load. You can identify whether the screen is still loading or not by the spinning semi circle icon appearing where the Internet Explorer icon normally appears in the tab. Verify that the app was installed correctly: Note: If you did not run the client configuration tool yourself or if you find evidence that the client configuration tool was not run properly, return to page 4 of this manual and follow the instructions for running the client configuration tool. Check if an erportal link has been added to the desktop. The icon should be the erportal logo and not the default Internet Explorer link icon. Search the C: drive for the clientconfig.exe. The initial client configuration zip file can be run anywhere on the C: drive erportal Software, Inc. 5

6 Troubleshooting: Receiving a Blank Screen After the Main Page Verify that the erportal domain has been added to the Trusted Sites white list on Internet Explorer: 1. Open up erportal using the link installed to the desktop. Internet Explorer opens to the erportal login screen. 2. Select the Tools tab on the Internet Explorer menu bar and then select Internet Options. The Internet Options screen opens. Note: If you cannot see the Internet Explorer menu bar, right click on the header of Internet Explorer and select Menu Bar from the drop down menu. 3. Select the Security tab. 4. Select the green check mark icon labeled Trusted Sites. 5. Select the Sites button located just beneath the icon. The Trusted sites window opens erportal Software, Inc. 6

7 Troubleshooting: Receiving a Blank Screen After the Main Page 6. Verify that the domain for erportal appears in the large text panel in the bottom half of the window labeled Websites. If it appears in the small text panel in the top half of the screen labeled Add this website to the zone, proceed to the next step of this procedure. 7. Select the Add button. The erportal domain appears in the larger text panel labeled Websites. 8. Select the Close button. The window closes and returns to the Internet Options window with the Trusted sites tab within the Security tab open. 9. Select the Custom level button on the bottom half of the screen. The Security Settings Trusted Sites Zone window opens. 10. Scroll down the list until you reach third group of settings under the ActiveX controls and plug-ins subtitle erportal Software, Inc. 7

8 Troubleshooting: Receiving a Blank Screen After the Main Page 11. Verify that all of the ActiveX settings are set to Enable with the exception of two which should be set to Disable: Only allow approved domains to use ActiveX without prompt Run antimalware software on ActiveX controls Note: The second ActiveX setting that needs to be set to disable may or may not appear under the list of potential ActiveX settings and depends on what version of Internet Explorer is being used. 12. Select OK. The Security Settings Trusted Sites Zone window closes. 13. Verify on the Security tab of Internet Options that the checkbox Enable Protected Mode (requires restarted Internet Explorer) is unchecked. 14. Select OK. The Internet Options window closes. 15. Close and reopen erportal. If you still cannot load any screen of erportal beyond the main page, continue on to the next troubleshooting step. Verify that the Registry Settings are set properly: 1. Close erportal and any other open Internet Explorer windows. 2. Select the START menu. 3. Enter regedit in the START menu search field and select regedit.exe. The Registry Editor program opens. Note: You will need Administrative Rights in order to make changes within Registry Editor 2016 erportal Software, Inc. 8

9 Troubleshooting: Receiving a Blank Screen After the Main Page 4. Verify that the following three registry settings are in place and if not change them accordingly: I. HangRecovery i. Follow the folder path by selecting the arrow button besides the proper folder icon and then selecting the folder itself for the final entry in the folder path: Computer -> HKEY_CURRENT_USER -> Software -> Microsoft -> Internet Explorer -> Main ii. Verify that HangRecovery appears in the settings list in the right panel and that it is set to 0. iii. If the setting is not there, right-click on the Main folder, then select New, and then DWORD (32-bit) Value. A new line appears in the settings list with the name New Value #1. iv. Right click on New Value #1 and select Rename. v. Enter in the new name of HangRecovery. vi. Double click on the HangRecovery setting. The Edit DWORD (32-bit) Value window opens. vii. Change the Value data to 1. viii. Select OK. II. CompatabilityFlags i. Follow the folder path by selecting the arrow button besides the proper folder icon and then selecting the folder itself for the final entry in the folder path: Computer -> HKEY_LOCAL_MACHINE -> SOFTWARE -> Wow6432Node -> Microsoft -> Internet Explorer -> ActiveX Compatibility -> { } Note: This registry setting path will not appear on all computers. If you are unable to follow the entire path, you may disregard this step. ii. Verify that CompatibilityFlags appears in the settings list in the right panel and that it is set to 0. iii. If the setting is not there, right-click on the { } folder, select New, and then DWORD (32-bit) Value. A new line appears in the settings list with the name New Value #1. iv. Right click on New Value #1 and select Rename. v. Enter in the new name of CompatibilityFlags. vi. Double click on the CompatibilityFlags setting. The Edit DWORD (32-bit) Value window opens. vii. Change the Value data to 0. viii. Select OK. III. EnableIEHosting i. Follow the folder path by selecting the arrow button besides the proper folder icon and then selecting the folder itself for the final entry in the folder path: Computer -> HKEY_LOCAL_MACHINE -> SOFTWARE -> Microsoft ->.NETFramework ii. Verify that EnableIEHosting appears in the settings list in the right panel and that it is set to erportal Software, Inc. 9

10 Troubleshooting: Receiving a Blank Screen After the Main Page iii. If the setting is not there, right-click on the { } folder, select New, and then DWORD (32-bit) Value. A new line appears in the settings list with the name New Value #1. iv. Right click on New Value #1 and select Rename. v. Enter in the new name of EnableIEHosting. vi. Double click on the EnableIEHosting setting. The Edit DWORD (32-bit) Value window opens. vii. Change the Value data to 1. viii. Select OK. ix. Repeat steps ii through viii for the following two folder paths: Note: If you cannot complete any of the previous paths in section III, complete the path by right clicking on the last available folder in the path, selecting New and then Key, renaming the Key to the appropriate next folder in the path, and repeating until you have completed the path as it is describe in steps i and ix. HKEY_LOCAL_MACHINE -> SOFTWARE -> Wow6432Node -> Microsoft ->.NETFramework Note: If you still cannot load any screen of erportal beyond the main page, contact the erportal Help Desk at the contact points below: erportal Support Team helpdesk@erportalsoftware.com Phone: (413) HKEY_CURRENT_USER -> SOFTWARE -> Microsoft ->.NETFramework 5. Close the Registry Editor erportal Software, Inc. 10

11 Troubleshooting: erportal Displaying Incorrectly Depending on your particular version of Windows and Internet Explorer, some settings that the Client Configuration tool normally sets do not get covered by the automated process. The following pages cover a few issues that you may experience trying to use erportal after running the Client Configuration tool and how to resolve them. The client configuration tool s main purpose is to modify settings within Internet Explorer and the computer itself that allows it to present the screens of erportal correctly. However, depending on the version of IE and the version of Windows, the client configuration tool may not be able to make all the necessary adjustments to display erportal properly. The following pages the places to check in order to have erportal display correctly. Verify that erportal is in Compatibility View Open erportal so that the login page is displayed. 2. Select the Tools tab on the Internet Explorer menu bar and then select Compatibility View Settings. The Compatibility View Settings window opens. Note: If you cannot see the Internet Explorer menu bar, right click on the header of Internet Explorer and select Menu Bar from the drop down menu. 3. Verify that the domain of erportal is in the larger text field in the bottom half of the screen labeled Websites you ve added to Compatibility View:. If it is not, select the Add button. The domain of erportal is added to the Websites you ve added to Compatibility View list erportal Software, Inc. 11

12 Troubleshooting: erportal Displaying Incorrectly 4. Select the Close button. The erportal login page automatically refreshes and is reloaded in Compatibility View. 5. If the display issues are still ongoing, proceed to the next procedure. Verify that Internet Explorer is set to the Default Zoom Setting 1. Open Internet Explorer. 2. Select the View tab on the Internet Explorer menu bar and then select Zoom. Note: If you cannot see the Internet Explorer menu bar, right click on the header of Internet Explorer and select Menu Bar from the drop down menu. 3. Verify that Zoom is currently set to 100%. If it is not, select 100%. 4. If the display issues are still ongoing, proceed to the next procedure erportal Software, Inc. 12

13 Troubleshooting: erportal Displaying Incorrectly Verify that Text and Other Items on Windows is set to the Default Size 1. Right-click on the Desktop of the computer and then select Screen Resolution. The Screen Resolution window opens. 2. Select Make text and other items larger or smaller. The Display window opens. 3. Verify that the Text and Other Item size is set to Smaller 100% (default). If it is not, select Smaller 100% (default). Note: If you still cannot load any screen of erportal beyond the main page, contact the er- Portal Help Desk at the contact points below: erportal Support Team Phone: (413) Select Apply. A message appears stating that you must log off to apply the changes. 5. Select Log off now. Windows automatically logs off erportal Software, Inc. 13

14 Troubleshooting: Certain Actions Causing Screen to Lock and Flash Intermittently A common issue that is caused by the Client Configuration tool not being able to fully configure the machine properly is Hang Recovery not being set in the Registry Settings. This will lead to any screen in erportal that uses pop-up screens (ie. Item Master/Inquiry) to lock up Internet Explorer and have the two open screens flash on and off intermittently. Below is the procedure to activate the appropriate setting to stop the issue. Verify that Hang Recovery is Present and Turn on in Registry Settings: 1. Close erportal and any other open Internet Explorer windows. 2. Select the START menu. 3. Enter regedit in the START menu search field and select regedit.exe. The Registry Editor program opens. Note: You will need Administrative Rights in order to make changes within Registry Editor. 4. Follow the folder path by selecting the arrow button besides the proper folder icon and then selecting the folder itself for the final entry in the folder path: Computer -> HKEY_CURRENT_USER -> Software -> Microsoft -> Internet Explorer -> Main 5. Verify that HangRecovery appears in the settings list in the right panel and that it is set to If the setting is not there, right-click on the Main folder, then select New, and then DWORD (32-bit) Value. A new line appears in the settings list with the name New Value #1. 7. Right click on New Value #1 and select Rename. 8. Enter in the new name of HangRecovery. 9. Double click on the HangRecovery setting. The Edit DWORD (32-bit) Value window opens. 10. Change the Value data to Select OK erportal Software, Inc. 14