3. Close the window and all open Internet Explorer windows, then run the session again. Page 1 of 6. Downloaded from

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1 Add the 3 Intermountain domains to the Compatibility View settings in Internet Explorer 9 11 Doing this avoids the majority of HELP2 browser errors & issues Accessing Compatibility View settings in Internet Explorer 9 10: 1. Click Compatibility View settings in the Tools menu. If you do not see the Tools menu, press Alt on the keyboard: Accessing Compatibility View settings in Internet Explorer 11: 1. Under Internet Options (the gear icon in upper right corner), click Compatibility View settings: 2. In Compatibility View Settings, make sure the 3 domains below are added (as shown in the above screenshot) intermountainhealthcare.org intermountain.net ihc.com 3. Close the window and all open Internet Explorer windows, then run the session again. Page 1 of 6

2 If the Compatibility Settings websites keep disappearing: 1. Under Internet Options (the gear icon in upper right corner of Internet Explorer), click Internet Options: 2. Towards the bottom of the window, make sure Delete browsing history on exit is UNCHECKED. If you are getting the Unsupported Browser detected! Error Message: 1. Make sure you are using Internet Explorer (IE). Disregard the error message that states IE 8.0 is preferred, because that is largely applicable to internal usage i.e. Intermountain employee usage. Any 32 bit version of IE 9 through 11 will work, provided you follow the Add 3 Intermountain Domains steps in the first page of this support document. 2. If you have done everything in Step 1 and are still seeing the error: With IE open, access the Internet Options menu (gear icon in the upper right corner), click the bottom option About Internet Explorer, uncheck the box, as shown above, and click Close. Page 2 of 6

3 Intermountain applications are not loading i.e. Page cannot be displayed error 1. In Internet Explorer (IE), open the Internet Options menu (see diagrams below for specific browser versions) 2. In Internet Options, click the Advanced tab in the upper far right, scroll to the bottom and assure that the Use TLS 1.0 security protocol is checked. Then, click OK to close the window. 3. Close all open Internet Explorer windows and then run the session again. Page 3 of 6

4 Clear Browser Cache Issue: Issues with browser pages updating and/or loading correctly Solution: Sometimes, Internet Explorer stores old page data and will not refresh itself. You must clear the Temporary Files / History under Internet Options: 1. Follow the first 2 red click steps above to get to the Internet Options window. Click Delete 2. In the Delete Browsing History window, leave the 3 checkboxes that are pre checked as is, click the checkbox next to History, then click Delete 3. Click OK to close the Internet Options window. Close all open Internet Explorer windows, then run whatever page was causing problems again and you should find that the issues resolved. Page 4 of 6

5 Clear Saved/Cached Passwords Issue: Even though you have successfully changed your Master Password, HELP2 will not allow you to log in and no error message appears showing why. Solution: Sometimes, Internet Explorer stores old passwords and they override the new password entered. You must clear the passwords under Internet Options: 1. Follow the first 2 red click steps above to get to the Internet Options window. Click Delete 2. In the Delete Browsing History window, click the checkbox next to Passwords and then click Delete 3. Click OK to close the Internet Options window. Close all open Internet Explorer windows, then open/navigate to the HELP2 login prompt again and re enter your userid and current password. Page 5 of 6

6 Reset the Adobe PDF Reader add on Issue: Generating/printing PDF reports from HELP2 and/or icentra (PowerChart) results in an error window like one of the examples below: Solution: Assuming Adobe Reader 11/DC is already installed, disabling & re enabling the Adobe PDF Reader add on will usually fix the issue. However, it doesn t show in the default add ons view so you must show All add ons to find the add on, as shown below: 1. Follow the red click steps above to Disable the Adobe PDF Reader add on, then close the Manage Add ons window and all open IE windows. 2. Open IE again, then step through the process again to Enable the Adobe PDF Reader add on. 3. Once you have done so, PDF report generation/printing will typically work again. Page 6 of 6