Troubleshooting

If you are experiencing problems using the C•CURE 9000 Web Client, you may be able to diagnose these problems by reading through this topic.

If you cannot find an answer to your problems, you should contact your integrator or the Software House Technical Support Center, depending upon your service agreement.

Installation

This Problem...	May be Caused by...	Check or Do This...
Installation does not complete. The following message is displayed: "Internet Information Server was not found on this system. Setup will now exit."	Internet Information Server has not been installed on the system where you are trying to install the Web Client.	Install a supported version of IIS or select a different system that already has IIS.
Installation on Windows OS does not complete.	On Windows Vista, Windows 7 or Windows 2008, Internet Information Services requires IIS Metabase and IIS 6 Configuration Compatibility to be enabled. If this option is not installed, the Web Client installation program will rollback and abort.	From Turn Windows features on or off in Programs and Features, select Internet Information Services>Web Management tools>IIS 6 Management Compatibility and verify that IIS Metabase and IIS 6 Configuration Compatibility is installed and enabled.

This Problem...

May be Caused by...

Check or Do This...

Installation does not complete.

The following message is displayed: "Internet Information Server was not found on this system. Setup will now exit."

Internet Information Server has not been installed on the system where you are trying to install the Web Client.

Install a supported version of IIS or select a different system that already has IIS.

Installation on Windows OS does not complete.

On Windows Vista, Windows 7 or Windows 2008, Internet Information Services requires IIS Metabase and IIS 6 Configuration Compatibility to be enabled.

If this option is not installed, the Web Client installation program will rollback and abort.

From Turn Windows features on or off in Programs and Features, select Internet Information Services>Web Management tools>IIS 6 Management Compatibility and verify that IIS Metabase and IIS 6 Configuration Compatibility is installed and enabled.

Starting the Web Client

This Problem...	May be Caused by...	Check or Do This...
Microsoft Silverlight is not available.	Lack of access to Microsoft Site to install Silverlight.	Check your Internet connectivity or ask your IT administrator to help you obtain Silverlight 4.0 or greater.
Proxy Server Errors	The connection between the Web Client and the C•CURE 9000 Server is blocked by your proxy server.	Turn off your Proxy Server in Tools>Internet Options in your browser (Proxy settings are browser-dependent). If you cannot turn off this setting, contact your IT administrators and ask them to add the Web Client to the list of exclusions for your site.
Multiple Authentication Required dialog boxes appear despite being logged into a valid C•CURE 9000 Operator account.	Your Internet security settings require separate authentication.	You can change Internet Explorer security settings in Tools>Internet Options>Security>Custom Level>User Authentication to Automatic logon with current username and password, if permitted by your IT Internet policies. Contact your IT administrators before changing settings. These settings are not available from Tools>Options in Firefox or Chrome. Contact your IT Administrators to see if they have site-specific solutions for authentication.
You receive an error message including the following: "... the web site listed below is being blocked by Internet Explorer enhanced security configuration."	Your Internet security settings are set to High, causing Internet Explorer to deny access.	If your IT Internet policies permit, you can change settings in Tools>Internet Options>Security>Trusted Sites to add the IIS Server that is hosting the Web Client to the list of Trusted Sites for your Internet Explorer.
You receive an error message that says: "Unable to verify license / user credentials. Please contact your administrator."	You have tried to open a Web Client session but that session would exceed the number of Simultaneous Web Clients licensed for your system.	Check with other Operators to see if they have clients open that they are not actively using. If another Operator closes their client, you should attempt to access the Web Client again. If you find that you need to add access to additional Web Clients to your license, contact Software House or your integrator. See Licensing the Web Client for more information.
	The C•CURE 9000 server does not recognize your user credentials (Windows account) as a valid Operator.	Check with your C•CURE 9000 administrator to make sure your user credentials are correct in your Operator record in the C•CURE 9000 database

Using the Web Client

This Problem...	May be Caused by...	Check or Do This...
SSL Encryption is not enabled	This feature must be configured manually.	See Enabling SSL Encryption for the Web Client for instructions.
On Google Chrome, Help does not open when you click the Help button.	Chrome blocks all pop-ups by default and considers Help for the Web Client a pop-up.	Select Options>Under the Hood>Notify me when a pop-up blocked. When Chrome blocks the pop-up, an alert appears at the bottom right-hand corner of the browser window. Click the alert, then click on http://localhost/ - C•CURE 9000 Web Client Help to allow Help to open. You will need to do this every time you open Help on Chrome - there is no setting to allow pop-ups.
Timeouts and unhandled exceptions are encountered when running Journal query in a dynamic view.	This is due to the query taking too long to execute within the HTTP Web request parameters.	Modify the query associated with the dynamic view to return a smaller set of records.
Web Client loses communication with the C•CURE 9000 server.	The C•CURE 9000 server stopped (for various reasons).	The Web Client does not automatically re-establish connection with the C•CURE 9000 server; you must manually re-establish the connection by reloading the browser.