LifeCDROM Troubleshooters Guide

Version 4.0

KTA / 20060502

Printed on 2 May, 2006

Contents
Introduction 2

Typographical Conventions..........................................................................................................................2

Problem Descriptions and Corrective Actions

Fixing Acrobat 5 Lockup of Internet Explorer .............................................................................................3 Corrective Action - Acrobat 5 Lockup .........................................................................................................4 OMAT Popups sometimes do not appear .....................................................................................................4 Corrective Action - OMAT Popups..............................................................................................................5

Trouble shooting Java

Components using Java technology..............................................................................................................6 Java in the Browser.......................................................................................................................................6 Troubleshooting............................................................................................................................................7

Asking for help

10

Hardware ....................................................................................................................................................10 Software......................................................................................................................................................10 Software installed .......................................................................................................................................10 Creating a Logfile .......................................................................................................................................11

Index

12

CHAPTER 1

Introduction
In This Chapter
Typographical Conventions ...............................................2

Typographical Conventions
Before you start using this guide, it is important to understand the terms and typographical conventions used in the documentation. For more information on specialized terms used in the documentation, see the Glossary at the end of this document. The following kinds of formatting in the text identify special information.
Formatting convention Triangular Bullet() Special Bold Emphasis CAPITALS KEY+KEY Type of Information Step-by-step procedures. You can follow these instructions to complete a specific task. Items you must select, such as menu options, command buttons, or items in a list. Use to emphasize the importance of a point or for variable expressions such as parameters. Names of keys on the keyboard. for example, SHIFT, CTRL, or ALT. Key combinations for which the user must press and hold down one key and then press another, for example, CTRL+P, or ALT+F4.

CHAPTER 2

Problem Descriptions and Corrective Actions

In This Chapter
Fixing Acrobat 5 Lockup of Internet Explorer...................3 Corrective Action - Acrobat 5 Lockup...............................4 OMAT Popups sometimes do not appear ..........................4 Corrective Action - OMAT Popups ...................................5

Fixing Acrobat 5 Lockup of Internet Explorer

Acrobat 5 can consistently cause IE6 (Internet Explorer 6) sessions to lock up if you try to cancel the popup prompt to check for updates. This could also affect other versions of Acrobat and IE. Atypical pattern is that you start the Life*CDROM and navigate to an SB (eg. from the Transmittal Status, or from a hyperlink in an EIPC figure); the SB document opens successfully using the Acrobat PDF plug in; a few seconds later a popup appears saying something like "Acrobat must check for updates .......... Acrobat Web service": If you just click cancel, then all subsequent attempts to open a PDF document from Life*CDROM cause a new empty IE window to appear, and the window will be locked up (so you have to kill it and all the other IE windows using the Windows Program list, accessible via ALT+CTRL+DEL). The problem persists even after re-starting IE and the Life*CDM application.

Chapter 2 Problem Descriptions and Corrective Actions

Corrective Action - Acrobat 5 Lockup

If the above problem occurs, you need to either kill the 'Acrobat.exe' process using the Windows Program list (accessible via ALT+CTRL+DEL), or by logging out and logging in again, or re starting the PC. To avoid the problem happening again during any login session, you should click 'Check Now' instead of 'Cancel' when you get the popup message "Acrobat must check for updates ....... Acrobat Web service". When you do this, another popup will typically appear saying that the updates are available; here you can just click 'Get Updates' ('Update Now') or 'Remind me later'. To prevent the problem occurring so often, you should probably click the 'Get Updates' ('Update Now') button on the popup message "Acrobat must check for updates ...... Acrobat Web service" whenever it appears.

OMAT Popups sometimes do not appear

Occasionally an OMAT popup will fail to appear when you position the mouse over an OMAT link in a Task in an Engine Manual or other taskbased manual. This can occur if there are more than one OMAT references close together, and if you slide the mouse from one reference to the next quite quickly, or if you slide the mouse from inside one popup directly onto another reference. The problem can also occur if you position the mouse on an OMAT reference immediately after opening the Task in the browser window, before the browser has fully loaded the Task. This can happen with large Tasks and/or a slow network or web connection or a slow CD drive.

Chapter 2 Problem Descriptions and Corrective Actions

Corrective Action - OMAT Popups

If the problem occurs, the just move the mouse away from the OMAT references so that any popups disappear, and then slide the mouse onto the desired reference again without passing over any other OMAT reference; the popup should appear as normal. If your connection is a bit slow, or the Task is large, then wait a few seconds after opening the Task, so that the browser can complete the loading of the document before you position the mouse on an OMAT reference.

CHAPTER 3

Trouble shooting Java

Life*CDROM uses Java technology from Sun Microsystems for some of its components. This chapter describes troubleshooting of Java related issues.

In This Chapter
Components using Java technology ...................................6 Java in the Browser ............................................................6 Troubleshooting .................................................................7

Components using Java technology

JExplorer navigation tree control Unzip data decompression Search

Java in the Browser

Life*CDROM is a Browser based application. It currently requires Microsoft Internet Explorer (version 5 and higher) to work. Java can be used in the browser via a plug-in that installs with the JRE (Java Runtime Environment).

Chapter 3 Trouble shooting Java

Troubleshooting
Do I have Java? What version of Java do I have?
Upon first launch, Life*CDROM determines whether a compatible version of Java is already installed on the system. If this is not the case, it will provide an option of installing a version distributed with Life*CDROM product. Still, due to various factors the once valid installation of Java can become corrupted or replaced by another version. To check the current version of Java on your system, invoke the Command Prompt (Start Programs Accessories Command Prompt) and type: java version The system should return something like this: C:\>java -version java version "1.5.0_05" Java(TM) 2 Runtime Environment, Standard Edition (build 1.5.0_05-b05) Java HotSpot(TM) Client VM (build 1.5.0_05-b05, mixed mode, sharing) This means a JRE (Java Runtime Environment) is present and a full version number is shown. Should you receive a response like this: C:\>java -version 'java' is not recognized as an internal or external command, operable program or batch file. ...then Java is not installed or not configured properly. Presence of Java can also be verified in the Control Panel, where a Java plug-in entry should be available.

Java run-time errors

When a Browser uses Java components (known as applets), it loads a Java plug-in needed to execute them. On a Windows machine, this usually brings up an icon at the right side of the Task Bar:

Chapter 3 Trouble shooting Java

The icon shows a coffee cup, it is circled in red in this example. If the Java icon is not visible in your Task Bar, either it is among the hidden icons that can be shown by clicking on the << button or the Java plug-in is configured not to display an icon in the System Tray (this can be done in the Control Panel). Right-clicking on the Java icon brings up a menu with an option to Open Console. Upon selecting it, the Console window should appear:

Chapter 3 Trouble shooting Java

At the top it provides the version information. Any messages that Java applet returns will be displayed in this console. Please copy them (e.g. using the Copy button) and paste them into a plain text document (e.g. in Notepad). Return this document to Corena or your customer support contact. In order to provide full error information, please leave the Java Console running in the background and continue using Life*CDROM until you reach the point where the error occurs. Only then copy the complete error log to a text file. It is also possible to open the Console after the error occurred, it should contain the error information:

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CHAPTER 4

Asking for help

Before asking Saab or Corena for help on CDROM problems, please take some time to collect the following information.

Hardware
Please describe the hardware of the system where you have problems intalling or using the application. What Processor is build in? How much RAM/main memory is installed?

Software
What Operating System are you using? What Service Packs are installed? Was Java already installed before you tried the CD? If so, what version was installed? What version of Internet Explorer is installed?

Software installed
You may have more that one revision or package for different models. Please specify the product you try to install, ideally from the page About Life*CDROM from the help section.

Chapter 4 Asking for help

11

Creating a Logfile
If you have problems opening pages in Life*CDROM, please activate the log and send it to us. To do that activate the debugging level from the Life*CDROM start screen

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Index
A
Asking for help 10

C
Components using Java technology 6 Corrective Action - Acrobat 5 Lockup 4 Corrective Action - OMAT Popups 5

F
Fixing Acrobat 5 Lockup of Internet Explorer 3

I
Introduction 2

J
Java in the Browser 6

O
OMAT Popups sometimes do not appear 5

P
Problem Descriptions and Corrective Actions 3

T
Trouble shooting Java 6 Troubleshooting 7 Typographical Conventions 2