Troubleshoot User Problems |
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This Help section describes the kind of issues that users in your zone may report and that require assistance from a manager in order to solve.
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Users whose browsers have disabled cookie acceptance experience problems logging in. For example, they need to log in every time they access a new page in a workspace. Or, they may receive error messages about being an anonymous user even after they have logged in.
If this happens, the user must use the browser menus to set the browser to enable cookie acceptance and notification.
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The multi-file upload applet is a signed Java applet. If your company does not allow the use of such applications, inform users that this feature is not available.
The multi-file upload applet requires the client machine to have a significant amount of virtual memory. Otherwise, users might encounter an error in which the applet appears to function but the attachments never appear in the entry. To correct this problem, increase the paging file size on the client system.
To allow a file larger than 32 MB to upload correctly, you must change the Java Runtime Parameters:
-Xmx64mwhere 64 is a value larger than the size of the file to be uploaded. Other values can be 128, 256, or 512. For example, if you want to upload a 100 MB file, you should set the value of this parameter to:
-Xmx128m
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When you first use a Forum applet such as the multi-file upload applet, the Sun Java Runtime Environment is enabled by default. To use eMeeting application sharing, or any applet from another vendor that requires the default Microsoft JVM, you must disable this setting:
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If users are not receiving e-mail notifications, Forum may be having difficulties contacting the SMTP e-mail server. If Forum fails to contact this server after approximately 24 hours, an e-mail error log is created.
To check for error logs:
You can choose to delete an e-mail error log or resubmit the e-mail message.
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Forum is designed for optimal use by registered users. There is one Anonymous account. Managers determine whether anonymous users can access Forum. Typically, managers allow anonymous users to read information but do not allow them to create new entries.
Because Forum features are optimized for registered users, anonymous users may experience limitations in the discussion forum and on the workspace page:
SiteScape recommends that you emphasize to users that the Anonymous account is not designed for extensive use. Extensive and complete use of Forum features requires registration and use of a username.
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When using Internet Explorer, if the vCalendar file type is not configured correctly on your computer, you may be unable to export Forum calendar appointments to your Microsoft Outlook calendar. To correct this problem:
The Folder Options window appears.
A list of registered file types appears.
The Edit File Type window appears.
The "Editing action for type: vCalendar File" window appears. In the "Application used to perform action" text box, your local path to Outlook appears.
/vcal "%1"
An example of the complete path looks like this (including the quotation marks):
"C:\Program Files\Microsoft Office\Office\OUTLOOK.EXE" /vcal "%1"
You can now export appointments to your Outlook calendar.
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When using Internet Explorer, if the vCard file type is not configured correctly on your computer, you may be unable to export e-mail addresses from Forum calendars and user profiles to Microsoft Outlook as "contact cards." To correct this problem:
The Folder Options window appears.
A list of registered file types appears.
The Edit File Type window appears.
The "Editing action for type: vCard File" window appears. In the "Application used to perform action" text box, your local path to Outlook appears.
/v "%1"
An example of the complete path looks like this (including the quotation marks):
"C:\Program Files\Microsoft Office\Office\OUTLOOK.EXE" /v "%1"
You can now export e-mail addresses to Microsoft Outlook.
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Using Microsoft Access or Microsoft Excel, when you import data generated by the Report Writer, you may find groups of keywords spread across multiple columns. This occurs if any of the Forum entries contain multiple keywords.
The Report Writer automatically places quotation marks ( " ) around multiple keywords in the text-file report, so you can fix the problem by specifying quotation marks as a text qualifier when you import the file.
In Microsoft Access:
In Microsoft Excel:
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When using Netscape 4.7 to download a Java applet, you may occasionally see an error:
java.lang.NullPointerException
To correct this problem, exit and restart the browser.
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The first time you try to run a Java applet using Netscape 7.0, you are prompted to download and install the Java Plug-in. After installing, you must restart Netscape 7.0 before you can use the Plug-in:
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Using Internet Explorer Version 7.0, if you download a file whose name includes spaces (for example,
Complicating this situation is the fact that, when a filename is an underlined link, it is very difficult to determine if the original filename included spaces or underscores. If the user clicks a link and views the file, the browser displays the filename in the URL toward the top of the browser window. Users may have to check the original filename by viewing the file before attempting to save it to disk for modification.
You may want to release a memo to your organization, use the "Message of the day" feature, or use some other communications method to warn users about this behavior.
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