HELP  * SUPPORT  *  FREQUENTLY ASKED QUESTIONS

 

We have created this document in an effort to assist users of the BROWNtech Document Management System

 

As of September 2015, we no longer support viewing and printing in Chrome due to changes made by Google.  Please alternatively use Internet Explorer or Firefox.  We apologize for any inconvenience.

 

August 5, 2015 – WINDOWS 10 VIEWING INSTRUCTIONS

If you have updated to Windows 10, you can continue to view/print using Internet Explorer 11.

 

If you are using the new ‘Edge’ browser, you can view/print by doing the following:

1.     Using the ‘Edge’ Browser, go to the Registry’s website.

2.     If you have Java installed, you can view using the Java applet.  If you prefer to view using the Browntech Image Plugin, do the following:

·       Download the Browntech Image Plugin if you haven’t already done so.

·       Select ‘the ‘More Actions’ option located at the top right of the Edge browser, and click on ‘Open with Internet Explorer’.

·       Click on ‘Tools’

·       Click on ‘Compatibility View Settings’

·       Click ‘Add’ next to the website address (under ‘Add this website’)

·       At this point, if you select ‘Set Viewing/Printing Preferences’, you should see ‘Original Browntech Image Plugin’ as a choice.  Check that off, and click ‘Save’.

 

To prevent the website from being REMOVED from Compatibility Mode, in IE, click on ‘Tools’, ‘Internet Options’, click the ‘Delete’ button under ‘Browsing history’, and make sure ‘History’ is UNCHECKED and click ‘Okay’.

 

If you prefer to keep ‘History’ checked so that the history of visited websites is cleared out, just be aware that you will need to re-add the website to Compatibility mode after doing so.

 

 

 

PLEASE NOTE:  If you cannot find an answer to your question within this document,

please submit the form at the end of this document. 10

 

To go directly to a particular section, Click on the section in the ‘Contents’ section below.

To search on a particular word/topic, use the Windows <Ctrl/F> function and enter a search value.

 

Contents

 

SYSTEM REQUIREMENTS. 1:

·       OPERATING SYSTEMS. 1

·       BROWSERS. 2


VIEWING/PRINTING.. 2:

·       BROWNtech IMAGE PLUGIN. 3

·       JAVA APPLET. 3

·       TECHNICAL INFORMATION ABOUT THE PRINTING PROCESS. 4

·       PRINTING PLANS. 4


DOWNLOADING IMAGES OF DOCUMENTS. 4



PROBLEMS AND SOLUTIONS. 5:

·       Viewing. 5

·       Printing. 6

·       BROWNtech Plugin. 6

·       Java Applet 7

·       Print Cart 8

·       Firefox. 8

·       Safari 8

·       Other 9

CONTACT US. 10

 

 

 

 

SYSTEM REQUIREMENTS

 

 

 

OPERATING SYSTEMS

The BROWNtech Document Management System works successfully with the following OPERATING SYSTEMS:

 

Operating System/Version

Note

Windows XP and Higher

 

To Determine the version of Windows you are running,

Click Start, Control Panel.  In Control Panel, double-click System

Mac OS X 10.7.x and Higher

You must use the Java Applet for viewing/printing documents

Note: The Java Applet requires the use of Java 8 Update 5 or above. Mac OS Versions 10.6.x (Snow Leopard) and below do NOT support Java 7 and above, and therefore cannot be used

 

You are welcome to try other operating systems, and we would appreciate being notified whether you are successful or encounter problems.  You must use the Java Applet for viewing and/or printing documents.

 

 

 

BROWSERS

The BROWNtech Document Management System works successfully with the following BROWSERS:

 

Browser

Version

Viewing/Printing

Note

Microsoft Internet Explorer*

Versions 9 and Higher

BROWNtech Image Plugin or Java Applet

Must be set to accept cookies: Tools, Internet Options, Privacy: Set to medium or lower

Must be set to refresh pages automatically: Tools, Internet Options, General, Settings:

 ‘Check for newer version of stored pages’ must be set to Automatic

Safari (MAC only)

5.0

Java Applet

 

Firefox

9.0.1

Java Applet

 

Google Chrome

16.0.912.75

N/A – Viewing/Printing is not available using Chrome

Using Chrome, you will be able to view document details, but will NOT be able to view or print the documents themselves.

 

You are welcome to try other operating systems, and we would appreciate being notified whether you are successful or encounter problems.  You must use the Java Applet for viewing and/or printing documents.

 

*Please note:  ONLY the version of Internet Explorer that comes with Windows will work.  AOL users can connect through the AOL network but, once connected, must launch Internet Explorer to access the public search.  Outlook users should not use the Microsoft Outlook Internet Search icon or address bar to connect to the public search.  You must launch Internet Explorer separately to access the public search.

 

POP-UP BLOCKERS

The print cart uses a pop-up technique.  If a pop-up blocker is used, it must either be disabled or configured to permit them from the public search web site.

 

Note: On occasion installing software (such as Adobe Acrobat Reader) installs a toolbar in Internet Explorer and some toolbars contain a pop-up blocker.  The following Internet toolbars are known to have pop-up blockers:  Google, Yahoo, MSN.  Also, many anti-virus products such as Norton and McAfee include pop-up blockers.

 

 

 

 

VIEWING/PRINTING

 

 

 

Please note:  Cut/paste/clipboard does not work when viewing images.  The clipboard is disabled while viewing images.  To use the clipboard, close the image view window.

 

There are TWO methods for viewing and printing on the public search website – the BROWNtech Image Plugin and the Java Applet.

 

BROWNtech IMAGE PLUGIN

The BROWNtech Image Plugin is the preferred method for viewing/printing images when using Microsoft Windows and Microsoft Internet Explorer for your browser.

 

Installation

There are 2 current versions of the Plugin that we support – 2.04 and 3.02.  If you are running a version below 2.03, you will get an error message that says ‘undefined is out of date’.  If you get this, install a later version of the Plugin.  A link to install the Plugin can be found here.

 

  1. Click where instructed to install the current version of the Plugin.
  2. When asked if you want to run or save the file, click ‘Run’.
  3. Leave all the defaults, and continue through the screens and allow the Plugin to install.

 

Using the Plugin

Once installed, you must let the system know you want the Plugin to be your default viewer.

  1. Start at the Main Menu (the one with all the search options listed), and select ‘Set Viewing/Printing Preferences’.
  2. If the Plugin has successfully installed, the first gray box will be entitled ‘Image Viewing and Printing Preferences’.  There will be two choices – ‘Browntech Java Applet’ and Original Browntech Image Plugin’.
  3. Select ‘Original Browntech Image Plugin’ and click ‘Save’.
  4. Exit the site and go back in.  You will most likely get a bar at the top or bottom indicating that your computer wants to run an add-on.  Allow the add-on to run by clicking the appropriate box.

 

You should be all set at this point to View and Print using the BROWNtech Image Plugin.

 

 

JAVA APPLET

The Java Applet MUST be used for viewing and printing using operating systems other than Microsoft Windows and browsers other than Microsoft Internet Explorer.  There are also some cases where people using Windows and Explorer will be directed to use the Java Applet which may eliminate some viewing and printing issues with the BROWNtech Plugin on certain computers.

 

What are the requirements for the Java Applet?

You must have Java installed on your PC. We recommend Version 8 Update 5 or higher.

 

Installation

The first time you try to view or print using the Browntech Java Applet, you may receive the Windows message "No Java Installed" or you may just get a blank window when you try to view and/or print.  If you do, you must install Java or our Applet will not work.

  1. Click here to install Java.  Note that you can use this link now, or in the future, to install and/or verify the currency of your Java.  You may be required to install an ActiveX control.  You must also accept the agreement.
  2. Do not install the Google Toolbar or, if you do, make sure you disable the pop-up blocker or your Print Cart will not work.

 

Using the Java Applet:

  1. Start at the Main Menu (the one with all the search options listed), select ‘Set Viewing/Print Preferences’.
  2. On the next page, if you have a choice, select the Browntech Java Applet.
  3. Click on ‘Save’ (Click ‘Save’ even if the ‘Browntech Java Applet’ is already selected or is your only option.)
  4. Back at the Main Menu, click on ‘Set Viewing/Print Preferences’ again.
  5. Click on the link to Sun Microsystems Java VM.
  6. When the Java page is displayed, click on ‘Verify Installation’.
  7. Read the resulting page.  If it says you do not have the latest version, follow the instructions to download and install the latest version.
  8. You may need to reboot your PC.
  9. The first time you view or print with the Applet, you will receive the message “The applications digital signature is invalid.  Do you want to run the application?”  You may get this for publisher ChiefProjects, ActiveTree Inc, Thawte and Browntech.  If you do not check the box next to “Always trust content from this publisher”, you will get the message every session.  You must click on “Run” or the Applet will not work.

 

* PLEASE NOTE! *  Viewing or printing your first document can take upwards of 90 seconds, so PLEASE BE PATIENT and do not cancel!  Subsequent views/prints will be much quicker.

 

TECHNICAL INFORMATION ABOUT THE PRINTING PROCESS

  1. The Plugin displays "retrieving document list".
  2. ITC is used for an HTTP download of the text list of image files.  If the list does not correctly download, the Plugin will display "Document List not Generated".
  3. The Text list is parsed, and each file is downloaded using the ITC in binary mode on port 80 and saved in the default windows temporary directory.
  4. Following each download, the file is retrieved from the windows temp directory and sent to the printer.

 

PRINTING PLANS

Currently, plans CANNOT be viewed or printed using the Java Applet. They can only be viewed and printed using the BROWNtech Plugin.

 

The printed image size and orientation (portrait or landscape) is determined by your printer’s settings.  You must set the printer settings prior to requesting the print.  Note that the settings will apply to all items in the print cart so, if you are printing a large plan, you might want to have just the plan(s) you want printed at a specific size in the cart.

 

Please note:  Printing plans to size is a function of how the plan was scanned and what the settings are on the user’s printer. There is no guarantee they will print at the desired size.

 

 

DOWNLOADING IMAGES OF DOCUMENTS

 

 

 

You can download images of documents, plans, etc. by installing a free PDF converter that looks like a printer to your system.  The free converter is available at www.PrimoPDF.com.  Follow the instructions on the download page and, when you want to capture the image rather than print it, select the PDF printer from the printer selection dialog box.

 

To highlight and print just a portion of a plan or document, print to a PDF using Primo PDF.  You can then (in Adobe) click on Tools/Select & Zoom/Snapshot Tool, and then highlighting and print the section you want to print.

 

 

 

 

PROBLEMS AND SOLUTIONS

 

 

PROBLEM:

You are on the website and click to search and nothing happens.

SOLUTION:

Some registry sites require you to agree to terms before allowing you to search.  This agreement appears in a pop-up window.  IF YOU HAVE YOUR POP-UP BLOCKER ENABLED, THE AGREEMENT WILL NEVER COME UP, THUS NEVER ALLOWING YOU TO AGREE TO THE TERMS, AND IT WILL NOT ALLOW YOU TO PROCEED.

 

To resolve this, DISABLE your pop-up blocker, re-enter the website, and the agreement should pop up. Click at the bottom to agree to the terms, and you will then be able to proceed with your search.

 

 

Viewing

PROBLEM:

The website has an internet access agreement, and when you click ‘Accept’, the agreement continues to come up and won’t go away.

SOLUTION:

Internet Explorer must be set to refresh pages automatically.  To do this, click on Tools, Internet Options, General, Settings.  ‘Check for newer version of stored pages’ must be set to Automatic.

 

 

PROBLEM:

You try to view a document, and get a gray box in the middle of the screen telling you that you need special image handling software to view or print documents on this site, and the following warning is at the top of your screen: “This website wants to run the following add-on: ‘BrownTif.ocx’ from ‘Control name is not available’.  If you trust the website and the add-on and want to allow it to run, click here…”

SOLUTION:

This seems to happen consistently after upgrading to Internet Explorer 8, and is easily remedied by doing the following steps:

 

1.      Click on the bar at the top with the message.

 

2.      Click on ‘Run Add-on on All Websites’.

 

3.      You will get a message that says, ‘Do you want to run this ActiveX control?’  Click ‘Run’.

 

4.      You will get bumped out of the website.  At this point, if you go back in, you should be able to view with no problem.

 

 

PROBLEM:

When trying to view you get the message “Error 13, type mismatch”.

SOLUTION:

This may be caused by a setting in your firewall that is blocking the retrieval of the image from the server.  Temporarily disable your firewall and try again.  If the problem does not go away, contact your firewall support team.

 

 

PROBLEM:

When trying to view you get the message “4515 - Can’t open file”.

SOLUTION:

1.      Make sure you are up to date with patches supplied by Microsoft. (The .NET install/update is not required).

 

2.      Occasionally installing a “Windows Update” may corrupt temporary IE files and/or cookies.  The following was recommended to one customer by Microsoft:
Try emptying the cache and object folders. To do so, follow the instructions here. Deleting the cookies may result in losing data stored by web sites visited previously and should only be done if this is understood that the information may have to be re-entered when the site is visited again.

 

3.      Make sure AOL is not being used to call up the site.

 

4.      Some firewalls may cause this error and prohibit the Plugin from downloading images.  If you suspect this is the case, contact your system administrator.
If you are using a Linksys router, make sure your firmware is up to date; contact Linksys.

 

5.      This may happen with slow modem connections.  The viewer times out trying to download the image.

 

 

PROBLEM:

When you try to view or print, you get the message “Error 429. You do not have an appropriate license to use this functionality”.

SOLUTION:

This may happen if you are using the version of Internet Explorer that comes with MSN or AOL.  Use the version of Internet Explorer that comes with Windows.

 

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Printing

PROBLEM:

You try to print a listing, and while it appears to have printed successfully, nothing prints.

SOLUTION:

This is a known issue in Windows 10.  To print a listing using Windows 10, you must disable Protected Mode. 

 

To do this, click on ‘Tools’, ‘Internet options’, and click on the ‘Security’ tab.  Once in here, uncheck the ‘Enable Protected Mode’ box, and click ‘OK’.  You will most likely get a security warning, to which you can again click ‘OK’.

 

You will need to close Internet Explorer and reopen in order for the change to take effect.

 

PROBLEM:

You try to print an index listing or an invoice and get the message, “The Adobe Acrobat Reader is required to print Listings.  Please download Adobe Acrobat Reader from http://www.adobe.com

SOLUTION:

Adobe Acrobat Reader is required for certain functions on the website.  If you have Adobe Acrobat Reader installed and you are receiving the above message, this could be caused by one of two things:

 

  1. You have downloaded Adobe XI Reader.  Download version 2.04 of the Browntech Image Plugin.  You must be using version 2.04 of the plugin or higher if you have Adobe XI.

 

  1. You have downloaded Adobe DC Reader.  Download version 3.02 of the Browntech Image Plugin.  You must be using this version of the plugin if you have Adobe DC.

 

Please Note:  If you have an older version of the Plugin on your computer you must UNINSTALL the old version first, then REBOOT your computer before installing the new version.

 

PROBLEM:

The print option is not available.

SOLUTION:

Either the document has not been scanned or your Internet security setting is blocking cookies.

 

PROBLEM:

In Internet Explorer, you add items to your print cart, but the print cart shows no items, unless you are using inPrivate browsing.

SOLUTION:

Clearing temporary files should resolve this.  To do so, follow the instructions here.

 

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BROWNtech Image Plugin

PROBLEM:

When you try to view using the Browntech Image Plugin, you get an error message that says ‘undefined is out of date’. 

 

SOLUTION:
This error indicates that you are using an older version of the Browntech Image Plugin. There are 2 current versions of the Plugin currently supported – 2.04 and 3.02.  If you are running a version below 2.04, you will get the error message above, and you will need to install a later version of the Plugin.  A link to install the Plugin can be found here.

 

PROBLEM:

You downloaded the Browntech Image Plugin, but your computer is not recognizing that you have it when you go into ‘Set Viewing/Printing Preferences’.

 

There are 2 solutions you can try.

 

SOLUTION 1:

In Internet Explorer, click the ‘Tools’ gear in the upper right hand corner, and hover over ‘Safety’.  An additional box will pop out to the side.  If ‘ActiveX Filtering’ is checked, UNCHECK IT.  You should now see the Browntech Image Plugin as an option in ‘Set Viewing/Printing Preferences’.

 

SOLUTION 2:

If you are using Internet Explorer 11:

Make sure you are on the Registry’s Public Search page, then:

1.      Click on ‘Tools’

2.      Click on ‘Compatibility View Settings’

3.      Click ‘Add’ next to the website address (under ‘Add this website’)

4.      At this point, if you select ‘Set Viewing/Printing Preferences’, you should see ‘Original Browntech Image Plugin’ as a choice.  Check that off, and click ‘Save’.

 

This only has to be done once, but needs to be done for each registry’s website.

 

NOTE: To prevent the website from being REMOVED from Compatibility Mode, in IE, click on ‘Tools’, ‘Internet Options’, click the ‘Delete’ button under ‘Browsing history’, and make sure ‘History’ is UNCHECKED and click ‘Okay’.

 

If you prefer to keep ‘History’ checked so that the history of visited websites is cleared out, just be aware that you will need to re-add the website to Compatibility mode after doing so.

 

 

If you are using Internet Explorer 10 or below, or Internet Explorer 11 and you have done the above:

 

5.      The problem is most likely caused by Active-x control being disabled.  To remedy this:

6.      Click on ‘Tools’, ‘Manage Add-ons

7.      Look for the Active-x control add-on called BrownTifViewer.TifViewer. If it’s disabled, highlight it and click ‘enable’

8.      Exit Explorer, then reopen and go back into the website. 

9.      At this point, if you select ‘Set Viewing/Printing Preferences’, you should see ‘Original Browntech Image Plugin’ as a choice.  Check that off, and click ‘Save’.

 

Please note: The Browntech Image Plugin can ONLY be used with Internet Explorer.  It CANNOT be used with Chrome, Safari or Firefox.  So even if you downloaded it, if you are in a browser other than IE, it will not be recognized.

 

 

PROBLEM:

When trying to download or install the Plugin, you get the message “1335 – Data1.cab is corrupt and can’t be used”.

SOLUTION:

The problem is most likely caused by an out of date Windows installer.  At the bottom of the page that you download the Plugin from is a link to update the installer.  Update and install the Plugin again.

 

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Java Applet

PROBLEM:

When you attempt to view in Google Chrome using the Java applet, you get what looks like a ‘puzzle piece’ in the middle of the screen, with wording that says, ‘Java™ needs your permission to run.’

 

SOLUTION:

1.      Up in the address bar, on the far right, you’ll see a small ‘puzzle piece’ with a red ‘x’ through it. 

2.      Click on the red ‘x’, and a dropdown box will appear.

3.      Check ‘Always allow Plugins on (site you are on)’ and click ‘Done’.

4.      You may then get a box that says, ‘Application Blocked by Java Security’.  If you do, click ‘Ok’.  You will then get the error you see directly below.  Follow the 6 steps listed under that solution.

5.      Once this is done, exit the site and re-enter and you should be able to view with no problem.

 

 

PROBLEM:

A red ‘Error’ message appears, with the instructions to ‘Click for Details’.  When you do so, you see the following error:

 

SecurityException

Missing required Permissions manifest attribute in main jar:

(followed by the Registry’s url)

 

SOLUTION:

This is a problem that can happen with Java 7, Release 51 and above.  If this occurs, please follow the following steps:

 

1.      Go to the Registry’s research website.

2.      Go to ‘Control Panel’ on your machine, on some machines you’ll see it on the right when you hit the ‘Start’ button in the lower left corner, on other machines you‘ll find it under ’Settings’,  on Windows 8 move your cursor along the right edge of your screen to find Settings.

3.      On some machines ‘Java’ is in the main Control Panel page on others it will under ‘Programs’   --  click on ‘Java’ to open the Java Control Panel

4.      Click on the ‘Security’ tab, then click ‘Edit Site List’.

5.      Click the ‘Add’ button.  Now COPY the url from the Registry’s research website, i.e. http://www.norfolkresearch.org, using <Ctrl C>, and PASTE it in the add box on the ‘Exception Site List’ page using <Ctrl V>, click ‘Add’, then ‘OK’. (After clicking ‘Add’, you may get a warning box.  If you do, just click ‘Continue’).

6.      This will bring you back to the ‘Security’ page.  Click ‘Ok’.

 

If this doesn’t work, or you are unable to add to the site list, in the ‘Security’ tab in the Java Control Panel, lower the ‘Security Level’ to ‘Medium’ and click ‘Ok’.

 

 

PROBLEM:

When you try to view or print using the Java Applet, you are brought to the Oracle Java Download page.

SOLUTION:

This can happen if you do not choose to allow the Java™ Plugin SSV Helper add-on after installing Java.  To rectify this, click on ‘Tools’, ‘Manage add-ons’, and look for the ‘Java™ Plugin SSV Helper’ add-on (it will be under the ‘Oracle America, Inc.’ section.)  It will most likely say ‘Disabled’ under the ‘Status’ column. Right click on it, and click ‘Enable’.

 

 

PROBLEM:

When you try to view or print using the Java Applet, you get a solid yellow screen, and the image never appears.

SOLUTION:

We have discovered an issue with some older images,that prevents them from being viewed with the Java Applet – if this is the case, a solid yellow screen will appear.  If this happens, please call the Registry directly with the Book and Page, and ask them to ‘re-store’ the document (they will know what this means).  It just takes them a minute to do so, and once they do, you should be able to view the document with no problem.

 

 

PROBLEM:

When you try to view using the Java applet, the applet launches, the image builds, and then shows a black page, with or with the words 'Not A True Copy'.  You try to print an image (either the whole document or multiple pages) and it prints black or red pages.

SOLUTION:

You may not have enough Java heap memory.  Below the image, there is a line that says “If no image is generated and there is no obvious explanation, please check the Java heap space by clicking here: Estimate Java heap memory “.  Click on this link, and your Java heap memory will be calculated, and there is a chart to show how much memory you should have.  If your Java heap memory is too low, click on the ‘Changing Java Heap Space’ link shown, and follow the very simple instructions that follow.  This should resolve the problem.  NOTE: If you upgrade to the latest version of Java, even if you’d increased your java heap space previously, it may revert back and you many have to do it again.

 

 

PROBLEM:

You are using the Java Applet and the document image does not appear and/or you get the message “Applet not initialized” at the bottom of the page.

SOLUTION:

Your Java may be out of date (we recommend Version 7 Update 15 or higher).  See the section above on Java Applet Installation Notes and click on the Java link.

 

If you are up to date, check your browser to make sure you have Java enabled.  To do so, click on this link: http://java.com/en/download/help/enable_browser.xml and follow the instructions for your browser.

 

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Print Cart

PROBLEM:

The print cart will not display.

SOLUTION:

The print cart is a pop up.  Turn off software that stops “pop ups” or configure it to allow them from the public search IP address.  See note 5 at the top of this page. Try holding down the shift key and the ctrl key at the same time while on clicking on Show Print Cart.  (That by-passes many pop-up blockers.)  If you have XP with Service Pack 2 installed, it automatically blocks pop-ups, see the note above about SP2.  There is an excellent guide on how to disable many pop up blockers available at http://www.nacubo.org/Documents/prof_dev/PopUpBlockers.pdf. 

 

 

PROBLEM:

The print cart does not empty after you have printed your document(s).

SOLUTION:

Check the following setting:  In Internet Explorer, click ‘Tools’ and ‘Internet Options’. Under the ‘General’ tab, under ‘Browsing history’, click on ‘Settings’.  ‘Check for newer versions of stored pages’ should be set to ‘Automatic’.  If it isn’t, change it to ‘Automatic’, and click ‘OK’.  This should resolve your problem.

 

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Firefox

PROBLEM:

You are using Firefox, and a box comes up that says, “Program is trying to close this page”

SOLUTION:

  1. In the address bar where the url is keyed, enter “about:config”.

 

  1. Go to the parameter “dom.allow_scripts_to_close_window.

 

  1. If it is not already “true”, right click on it and select Toggle so it changes to “true”.

 

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Safari

PROBLEM:

You are using Apple Safari and your problem is not resolved above.

SOLUTION:

You may have pages stored in your cache.  To clear your cache, click on Safari and then on Empty Cache.

 

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Other

PROBLEM:

When you click on a search option (possibly other links too) the page opens in a new window rather than in the panel on the right.

SOLUTION:

The most likely cause is that the site has gone “secure” and is using “https” rather than “http” and you are accessing it using an entry in your Favorites.  Change your Favorites entry to use “https”.

 

 

PROBLEM:

When you click the “Previous” or “Back” button, you get the message “Page cannot be displayed”.

SOLUTION:

This may happen when your Temporary Internet File cache is full.  To clear it, follow the instructions  here.

 

 

PROBLEM:

You are prompted to indicate what program should be used to load WW400R.PGM.

SOLUTION:

This may happen if you log in through AOL.  Use IE.

 

 

PROBLEM:

The first page/log in page displays with HTML.

SOLUTION:

This may be a proxy server problem.  In the LAN settings address field the format needed to be http://servername/.  The problem was the last “/”.  Contact your system administrator.

 

 

PROBLEM:

Support indicates that your firewall may be the problem and your technical team wants to know more about how images are viewed and printed.

SOLUTION:

Viewing images:

 

  1. Microsoft Internet Transfer Control (ITC) is used for a binary download of the image file.

 

  1. The file is downloaded through internet explorer on remote port 80 and saved in the default windows temporary directory.

 

  1. The Plugin displays "download complete!"

 

  1. Following download, the file is retrieved from the windows temp directory and shown in the viewing window.

 

 

 

Other

IF YOU DID NOT FIND YOUR PARTICULAR PROBLEM LISTED ABOVE…

 

How to clear temporary files and cache
This can often fix a problem you’re having.  To do so, follow the instructions below.

 

In Internet Explorer:

1.      Click on Tools

2.      Click on Internet Options

3.      Under Browsing history, click on the Delete button

4.      Make sure Temporary Internet Files and website files is CHECKED and History is UNCHECKED

5.      Click on the Delete button

 

In Firefox:

Temporary internet files are called the ‘cache’ in Firefox.

  1. Click on the button with the three horizontal lines in the upper right hand corner.
  2. Click on Options
  3. Click on the Advanced section
  4. In the Advanced tab, go to the Network tab
  5. Under Cached Web Content, click the Clear Now button next to the sentence that shows how much hard disk space your cache takes up.

 

 

Windows Updates
We have found that many problems can be resolved by running Microsoft Windows Update. To do so:

 

1.      Click Start, All Programs, Windows Update.

2.      For XP: Choose the Custom button and install all high-priority and optional updates, as well as any service packs and driver updates that are available.

3.      For Windows 7: Click on Check for Updates and install all important and optional updates, as well as any service packs and driver updates that are available.

4.      You may be asked to reboot your computer once the updates are installed.

5.      Go BACK into Windows Update again. By installing updates, this can trigger additional updates that may need to be installed.  Repeat the process above until no updates are left to be installed.

 

You will need Administrator privileges to install the updates.  You do not need to install the “Media Player” or the Language updates but they will not conflict with the Browntech Plugin if you do. 

 

This process may take an hour or so but, in our opinion, it is a good idea to keep your computer up to date as a preventative maintenance measure.  If you have questions about the advisability of this recommendation, you should contact someone other than BROWNtech for a second opinion.

 

 

 

 

CONTACT US

 

 

Click the Create Support Request button to create and submit a support request: