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    Printed on 2 May, 2006

    LifeCDROM

    Troubleshooters GuideVersion 4.0

    KTA / 20060502

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    i

    Contents

    Introduction 2

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

    Problem Descriptions and Corrective Actions 3

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

    Trouble shooting Java 6

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

    Asking for help 10

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

    Index 12

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    2

    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 Type of Information

    Triangular Bullet() Step-by-step procedures. You can follow these

    instructions to complete a specific task.

    Special Bold Items you must select, such as menu options,command buttons, or items in a list.

    Emphasis Use to emphasize the importance of a point or for

    variable expressions such as parameters.

    CAPITALS Names of keys on the keyboard. for example,SHIFT, CTRL, or ALT.

    KEY+KEY Key combinations for which the user must press and

    hold down one key and then press another, forexample, CTRL+P, or ALT+F4.

    C H A P T E R 1

    Introduction

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    3

    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 InternetExplorer

    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 theTransmittal 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*CDMapplication.

    C H A P T E R 2

    Problem Descriptions and Corrective

    Actions

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    Chapter 2 Problem Descriptions and Corrective Actions 4

    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 notappear

    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 task-

    based 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 popupdirectly 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.

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    Chapter 2 Problem Descriptions and Corrective Actions 5

    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.

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    6

    Life*CDROM uses Java technology from Sun Microsystems for some of

    its components. This chapter describes troubleshooting of Java related

    issues.

    In This ChapterComponents 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).

    C H A P T E R 3

    Trouble shooting Java

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    Chapter 3 Trouble shooting Java 7

    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 errorsWhen a Browser uses Java components (known as applets), it loads a

    Java plug-in needed to execute them. On a Windows machine, this

    usually b

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