TECHNICAL DIFFICULTIES
If you are experiencing technical difficulties with features, read though this troubleshooting section. Here, a number of problems are presented with corresponding solutions.
- In order to provide state of the art applications, many of the tools are developed using Java Technology. This software is Internet based. For both Microsoft Internet Explorer and Netscape users (these are both kinds of web browsers), you need to have a Java component installed within your browser (it should already be there by default).
- The charting software requires Sun Microsystems' Java installed on your computer in order to function.
- We recommend that you update your browser and Java periodically. It is important to use the newest versions available, because this will insure safe, easy movement throughout the web.
For ALL Windows users:
You should upgrade your Java before using the chart. This upgrade process will take you less than 5 minutes and will improve your web browser's performance when running Java applets. To upgrade or download & install Sun Microsystems Java, please visit this web address then click on the "Download Now" button:
http://java.com/en/download/index.jsp
After this is downloaded and installed please restart your computer. Once your computer has rebooted, to access the charts, please double-click on the icon for the IntelliChart Desktop, located on your computer's desktop.
The following Microsoft Windows service packs are required in order for the latest Sun Java to run successfully.
Microsoft Windows XP - SP1 or newer
Microsoft Windows 2000 - SP3 or newer
To download the latest service pack for your computer, please visit:
http://www.windowsupdate.com
Browser Upgrade:
For your browser upgrade on Internet Explorer, access the link:
http://www.microsoft.com/windows/ie/downloads/default.asp
For your browser upgrade on Netscape, you can access this link:
http://home.netscape.com/smartupdate/index.html
This section is broken down into two different parts, one is for those client using the Online product and are having trouble accessing the online product, while the other is dedicated to those clients using the Desktop software, and are encountering difficulty when trying to access the Desktop software.
- Login Difficulties: Online Clients:
If you are an Online charting client and have entered the correct ID and password but are unable to login, for example you get brought back to the login screen, the problem most likely lies with the cookies on your computer.
- This software is Internet based. In order to identify each user when logging in, a cookie is sent to your browser. If you disable cookies in your browser, after you go through the login process, the program will not able to identify you, and therefore it appears that you have never logged in.
- To learn more about cookies and the way they are used click here. To change the settings of your cookies, follow these instructions:
If you are using Microsoft Internet Explorer 6, here is what you should do:
- Click on "Tools" on the top of your browser and choose "Internet Options".
- Click on the "Privacy" tab.
- Choose "Medium" as the privacy setting for the Internet zone.
- Click "Ok".
If you are using Microsoft Internet Explorer 5, here is what you should do:
- Click on "Tools" on the top of your browser and choose "Internet Options".
- Click on the "Security" tab.
- Click on the "Internet" icon in the box under "Select a Web content zone to specify its security settings."
- You have the option of choosing a "Default Level" or a "Custom Level".
- If you click on the "Default Level" button, make sure you choose "Medium" as the security level for this zone.
- If you click on the "Custom Level" button, under "Cookies", make sure you choose either "Enable" or "Prompt" under "Allow per-session cookies (not stored)". You will be warned before your browser accepts a cookie if you choose "Prompt".
- Click "Ok".
If you are using Microsoft Internet Explorer 4, here is what you should do:
- Click on "Views" on the top of your browser and choose "Internet Options".
- Click on the "Advanced" tab.
- Scroll down to the "Security" section.
- Under "Cookies", make sure you choose either "Prompt before accepting cookies" or "Always accept cookies". You will be warned before your browser accepts a cookie if you choose "Prompt before accepting cookies".
- Click "Ok".
If you are using Netscape Communicator/Navigator, here is what you should do:
- Click on "Edit" on the top of your browser and choose "Preferences".
- Click on "Advanced" under "Category".
- Make sure you choose either "Accept all cookies" or "Accept only cookies that get sent back to the originating server" under the "Cookies" section.
- If you wish to be warned before accepting cookies, check the box next to "Warn me before accepting a cookie".
- Click "Ok".
Cookies
A cookie is a small data file containing certain information and is written to your hard drive when you visit a web-site. A cookie cannot be read by a web-site other than the one that sets the cookie. Most cookies last only through a single session or visit.
Currently, this Internet based software only offers cookies that capture non-sensitive information. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether to accept it. If your browser is set to reject cookies, you might need to login each time an access-controlled page is requested.
- Login Difficulties: Desktop Clients:
To use the Desktop charts with a firewall, the firewall needs to have port 80 and port 443 opened. As long as these two ports are open, you should be able to use the Desktop charts.
Are you using a proxy server in your network, if you are, then you just need to enter the proxy's IP address. Otherwise, you should speak with your network administrator to have the proxy client installed.
We have found that Zone Alarm, Norton Internet Security and other Internet Security software often creates a problem with the chart, because it tries to block the data that the chart needs to update. We would like advise you first try to disable your Internet Security software for a period of time, if the problem is resolved, we can safely assume that it is the Internet Security software that is causing the problem.
If we can discover that the trouble is related to the internet security software, please enable the following IP addresses in your Internet Security software. These are the IPs that the chart needs to access to get data from our server:
From 65.119.248.1 all the way through to 65.119.248.255
Please note, later versions of certain Internet security software such as Norton's no longer require entering IP addresses. You only need to change the settings of the charting software to "permit" from within the Internet security software. For more information on configuring your Internet security software, please contact the software vendor for the product you are using.
Loading Issues: Online clients
If you are an Online charting client and are have trouble loading the Charts, please read on.
- This software is Internet based. Periodically new features and upgrades are added to the program, when this occurs, generally, your Internet browser should automatically update your old cache* file. Sometimes browsers do not update the old cache files in due time. These old cache files cause many problems, the symptoms being either charts no longer load, the Toolbar disappears, or the overall loading performance of the program is slow.
- To correct the situation, all you need to do is to delete the old cache files, relaunch the browser, and then reopen the software. Please follow the directions below:
If you are using Microsoft Internet Explorer, here is what you should do:
- Close all the browsers.
- Right click on your IE browser icon.
- Click on property.
- Click on "general".
- Click on "delete file" under the Internet temporary file.
- Check on "delete all offline content" box.
- Click "OK".
If you are using Netscape Communicator/Navigator, here is what you should do:
- Open Netscape Communicator/Navigator.
- Click on Preferences under the Edit menu.
- Open Advanced and then click open Caches.
- Click "Clear Disk Cache" button.
- Click "Clear Memory Cache" button.
- Click "OK" button.
- Restart the browser.
America Online users:
You may need to use the America Online system management tool to clear the cache as well. Or you can launch Internet Explorer outside America Online environment and use the above steps to clear the browser cache.
* Pronounced "cash." A cache is used to speed up data transfer and may be either temporary or permanent. Memory and disk caches are in every computer to speed up instruction execution and data retrieval. These temporary caches serve as staging areas, and their contents can be changed in seconds or milliseconds. Browser caches and Internet caches hold popular Web pages long periods of time and even for the duration, because caching servers constantly update the page with the latest version from the Internet. In these cases, the cache database is actually a folder on the disk.