| Go to Advanced tab of Internet Options of IE. Look for item that says "Use Java 2".
Uncheck it and try running StarWeb again.
|
|
| 5. User can not get past the login screen |
| Resolution: |
| 1st possiblity: |
| Incorrect domain name (Changed to dmz2 from epfs). Detail information can be found on the StarWeb FAQ page. |
| Second possiblity: |
| Password or log in not correct. |
| Check with Support Center to ensure that the dmz2 login exists and verify password. |
| Support Center can verify with NOC (Network Operations Center) if log in Id exists and for resetting the password. |
| 6. Network and Firewall Requirements |
| Corporate firewall must be opened for inbound/outbound access on TCP ports 80 (http), 443 (SSL), 15000 (ORB) to class C address range [63.173.209.*] or 63.173.209.46, 63.173.209.48. |
| 7. Virtual Machine detection/install. |
| Starweb needs the Virtual Machine version Microsoft Corp 1.1.4 (5.0.3810) for it to run fine. |
| To check the Virtual Machine, click on the link below. |
|
Java Virtual Machine Trouble Shooting and Install Link...
|
| a) See what Java Virtual Machine line shows. It should be Microsoft Corp 1.1.4 (5.0.3810) |
| b) If Sun Microsystems Java Virtual Machine is detected, uncheck the option --> Use Java 2 under Java(Sun) option in IE. |
| Close browser and do option 7 again and check for a) above. |
| c) If still not showing the correct VM, |
| Go to Advanced Tab of Internet Options on IE and see if any group for Microsoft VM. |
|
| If no Microsoft VM group, Cick on the link below |
|
Java Virtual Machine Trouble Shooting and Install Link...
|
| Scroll to the bottom of the page and Install VM by following
steps 1 to 3 on that page. When prompted choose the option 'Run' from the location.
Reboot after each step.
|
| d) Click on the link above and check for a) above. |
| e) If still not showing the correct VM check the following, |
|
From the browser menu Choose Tools, Internet Options and click on Connections tab.
Click on LAN settings button. |
|
|
Make sure that 'Automatically detect settings' and
'Use Automatic Configuration Script' options are unchecked (no Check mark on those check boxes).
|
|
| h) Repeat d) above and it should show the correct VM. If not please call Support Center. |
| 8. Windows 2000 and Service Pak 4 and if no VM installed |
| Starweb FAQ's VM Install does not work for windows 2000 and SP4. |
| The user's IT will have to downgrade the PC to SP3 and then install VM from our FAQ page.
Then the PC can be upgraded to SP4.
|
| 9. Once past the login, nothing seems to happen on the StarWeb browser window.
You see small squares lining up at the top of this window.
|
| Resolution: |
| Microsoft Virtual Machine (VM) is not installed with IE.
New PCs don't come with VM installed.
This can happen with XP Service Pack2 or if IE is installed without Microsoft VM.
|
| You can check for VM by going on to the Advanced Tab of Internet Options on IE and
there will be no group for Microsoft VM.
|
| To Install VM, follow option 7 above. |
| 10. User sees a message "Project runs if your browser
supports java" at the top of the StarWeb browser window.
|
| Resolution: |
| IE is unable to recognize the VM and the VM needs to be re-installed. Refer to point 7. |
| 11. XP with Service Pack 2 and download issue |
| If user has XP Service Pack 2, the download dialogue (GUI) is different.
You will see a horizontal bar at the top of the StarWeb browser window that you need to
click to start download of jar files.
Also, the message will ask you whether you want to download and install activex control.
Go ahead and click yes to both the options.
|
| 12. Requirements for Starweb to work with Windows Vista |
| 1. Login with an administrator account and check if "lib" folder exists under "C:\windows\java" folder.
If not create "lib" folder under "C:\windows\java" folder. |
| 2. Open Control Panel by clicking start button on the tool bar. |
| Select User Accounts icon on Control Panel. |
| In the "Make changes to your user account" screen, select option "Turn User Account Control on or off". |
|
In the next screen "Turn on User Account Control (UAC) to make computer more secure",
uncheck the option "Use User Account Control (UAC) to help protect your computer" and click OK.
Close the control panel.
|
| 13. User gets the prompt for Downloading the same file more than once. |
| User may not have permission to download files to their PC to c:\WINNT\Java\lib or c:\windows\java\lib folder. |
|
To check the permission on the above folder, close all the browser (IE) instances and have the user go to
the above folder and try deleting a file. If doesn't allow it means user has no permission. Have the user request their IT for permission to download files.
|
|
If permission is okay, have the customer close all other browser instances open and try Starweb. |
|
If still not working, check option 7 to make sure that VM is there on the PC.
|
| 14. User gets an error "could not login into the BLS...error in loading security class file epssl...
secure client not found.java.lang.class not found exception: epssl/secure client...."
|
| The reason is that user didn't get a download of swssl.jar file when going into Starweb. |
| Have the user go to www.starwebgas.com/swssl.asp or click on the link below. |
|
SSL Download Site...
|
|
If the user sees a tiny square sitting, it means that user doesn't have permission to download file. See step 11.
|
| If no square sitting, have the user click on the 2 download to system32 folder option.
Choose the option 'save' and save it on to c:\winnt\system32 or c:\windows\system32 folder.
|
| Try starweb again and it should resolve the SSL error. |
| 15. User got a gray screen with one gray square at the top left corner
and error on the bottom that said: "java.lang.noclassdeffound error. "
|
| It is possible that one particaular file may not be downloaded correctly.
To know which jar file, take a look at the Java console and see which file it is saying 'Class not Found error'.
|
| Close the application and delete the file in java console from c:\WINNT\Java\lib or c:\windows\java\lib folder.
|
| Try starweb again and it should download the above file correctly and Starweb should work fine.
|
| 16. User got on to Starweb successfully but does not see
any menu under the Navigational Links.
|
| Most probably, this user has no permission on the main link (Gathering/Transportation)
chosen at the portal page. Have the user try the other link from the portal page
and that should resolve the issue.
|
| 17. MidStreamLive Link on Starweb |
| MidStreamLive is not supported by Starweb Support team. The Support Center should direct all calls for
MidStreamLive to MidstreamLive help line.
|
| 18. User has a Business Question about Starweb |
| Have the user call their counterpart on Starweb business unit for the pipeline
they work. The users know their business counterpart on Starweb and they can answer
the user's question better than the IT.
|
| 19 Users do not see the report. Gives error for Pop-Up blocked |
Resolution 1:
Hold down the CTRL Key while clicking on the last screen or button before the report is generated.
The same method will apply when printing or using the export feature.
Resolution 2:
Add www.starwebgas.com to the allowed pop-up blocker list in your browser and any pop-up blocker toolbar.
This will allow the reports to be generated without giving notice of pop-up blocked or without holding
down the CTRL key
|
|
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