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					Neo - Desktop Technical Troubleshooting Guide
Last Update: 19 November 2003

Audience: Computer Support Personnel

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Problem: ‘The page cannot be displayed’ in browser after entering link

Possible Causes: http:// not entered before address

Solutions: Put http:// in front of the address

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Problem: ActiveX Error

Possible Causes: ActiveX components are disabled in the web browser

Solutions: In Internet Explorer Tools|Options select the Security tab and the Custom
Level button. Change settings for ActiveX controls to Enable.

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Problem: Nothing happens after ‘clicking’ link

Possible Causes: Users have restrictions installing/updating registry and
install/update on local hard disk.

Solutions: Install JInitiator as a user with administrator privileges.

Technical problems will typically relate to restricted permission allowed to the user to
install or update JInitiator software on their desktop machine. Users need to have
minimum ‘power users’ or ‘administrator’ level permissions on Windows 2000 and
Windows XP to install or update JInitiator. Similar permissions are needed to install
and update Oracle ADI (Advanced Desktop Integrator) on Windows PC.

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Problem: Nothing happens after ‘clicking’ link

Possible Causes: User has google toolbar - message appears in status field saying that
pop-ups are blocked.

Solutions: Close the google toolbar and retry.

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Problem: Error starting application

When a user does not have permission as ‘power user’ or ‘administrator’; it gives
following error:

Application Error
ISSET – SE caused a General Protection Fault in module <unknown>
1CFF:0220xxxx
ISSET – SE will close
Close

Setup Initialisation Error
Setup has detected that uninstall Shield is in use. Please close uninstall Shield and
restart setup Error 432 OK

Possible Causes: Users have restrictions installing/updating registry and
install/update on local hard disk.

Solutions: Install JInitiator as a user with administrator privileges.

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Problem: When trying to connect the server from web browser: Gives error
“Application server cannot be reached” or “Page can not be displayed”

Possible Causes: Server is blocked by firewall restrictions or port address restrictions.

Solutions: Log a helpdesk job to open port from firewalls restrictions and /or allow
access to user with source IP Address of PC from firewall filtering.

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Problem: Macintosh: Application does not start using Netscape, Mozilla, or
Safari browser

Possible Causes: Browser not supported on Macintosh

Solutions: Use Internet Explorer

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Problem: Macintosh: Some functions don’t appear correctly on html or java

Possible Causes: Latest Java version with Oracle extensions is not installed

Solutions: Run software update to get the latest versions of software (Java should be
at least 1.4.1)

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