Software Installation Errors

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Errors during installation

If you encounter errors when installing this software, do one or all of the following:

• Install the latest Java Virtual Machine

  You may receive an installation error if a Java component is incorrectly installed on your browser. To resolve this, install or reinstall the latest Java Virtual Machine. Download

• Configure your browser security settings

  Your browser security settings may be preventing the installation of the software. You need to reconfigure your browser to the default security level and add the application to your list of trusted websites.

  Microsoft Internet Explorer 7

  1. Select the menu path Tools > Internet Options.

  2. Activate the Security tab.

  3. Do the following:

  4. Click Internet.

  5. In the Security level for this zone section, click Default level.

  6. Click Trusted Sites.

  7. Click Sites. The Trusted sites dialog box opens.

  8. In the Add this website to the zone box, type the URL "https://web.iress.com.au" then click Add. The website address is added to the Websites list.

  9. In the Add this website to the zone box, type "http://web.iress.com.au" then click Add. The website address is added to the Websites list.

  10. Click Close. The Trusted sites dialog box closes.

  11. If you are running Windows Vista, tick the Enable Protected Mode checkbox. This authorises data download from your trusted sites. Vista users only

  12. Click OK.

• Configure your security software settings to allow installation.

  If you have internet security or anti-virus software on your computer (for example, Norton-Symantec, McAfee or Zonealarm), this may prevent installation of the software. Contact the vendor of your security software for assistance. Alternatively, you can temporarily disable your security software during installation.

• Check your Firewall and Network Configuration settings

  The software download will fail if a proxy or firewall strips the applet code from the web page. See your network administrator to resolve this problem. For more information, see Security Information - Troubleshooting.

• Uninstall the application by clearing your browser and Java cache.

  If your browser has incorrectly installed the software, you may need to uninstall and re-install the application. For more information, see Uninstalling the application.

Errors after installation

You may encounter errors after installation. Below is a listing of common problems including causes and solutions where applicable:

• The login page displays the error: "Connection Failed > Please contact Technical Support"

  The applet failed to connect to the data server due to a network proxy or firewall.

  1. Ensure that your machine passes the connection test. For more information, see Connection Test.

  2. If the connection test is unsuccessful, do one or all of the following:

  • check whether personal firewall settings are configured to allow access to the site. For more information, see Security Information - Troubleshooting.

  • contact your network administrators if your system is part of a network. For more information, see Security Information - Troubleshooting.

  • contact your internet service provider.

• The browser page is blank or displays the error: "Java not installed or incorrectly installed"

  The browser does not have the Java system component installed or the Java system is incorrectly installed.

  Download and install the latest version of Sun Java. Download

  Enable Sun Java by doing the following:

  Microsoft Internet Explorer 7

  1. Select the menu path Tools > Internet Options.

  2. Activate the Advanced Tab.

  3. Tick the Java (Sun) checkbox.

  4. Click OK.

  5. Select the menu path Tools > Manage Add-ons > Enable or Disable Add-ons. The Manage Add-ons dialog box displays.

  6. In the Show list, select Add-ons currently loaded in Internet Explorer.

  7. In the list of add-ons, select Sun Java Console.

  8. In the Settings section, select the Enable option.

  9. Click OK.

  Firefox/Mozilla 3.0

  1. Select the menu path Tools > Options.

  2. Activate the Content Tab.

  3. Tick the Enable Java checkbox.

  4. Click OK.

• A blank page displays after logging in

  You need to enable cookies for the software to operate successfully.

  1. Do one of the following:

  Microsoft Internet Explorer 7

  1. Select the menu path Tools > Internet Options.

  2. Activate the Privacy Tab.

  3. Click Sites.

  Firefox/Mozilla 3.0

  1. Select the menu path Tools > Options.

  2. Activate the Privacy Tab.

  3. Click Exceptions.

  2. In the Address of website box, type "web.iress.com.au".

  3. Click Allow.

  4. Click OK or Close.

• Pop up blockers prevent the application from launching

  You need to configure security tools such as pop up blockers to allow this application.

  Microsoft Internet Explorer 7

  1. Select the menu path Tools > Pop up Blocker > Pop up Blocker Settings.

  2. In the Address of website to allow box, type "*iress.com.au".

  3. Click Add.

  4. Click Close.

  Google Toolbar

  • Click the Pop-up Blocker button. The button text changes to "Popups Okay".

  Yahoo Toolbar

  1. Click the Pop-up Blocker button and then select Always Allow Pop-ups from.

  2. Select "web.iress.com.au".

  3. Click Allow.

• The login page continues to display the message: "Logging in"

  Recent configuration changes to your browser failed to take affect; or changes have recently been made to your system security.

  Do the following:

  • Reboot your computer.

  • Verify your configuration of the following:

  • Sun Java Environment

  • Browser security

  • Local security software

  • Firewall and network.

  For information on how to configure these settings, see Errors During Installation on this page.

• Data is slow to update.

  Live data commands may be slow to update because your web browser Java Plug-in is running out of memory, or your graphics card driver is outdated.

  Sun Java memory

  By default, the memory available for Sun Java version 1.5 update 6 to 1.6 update 7 is very limited.

  The recommended Sun Java version is 1.6 update 10 or above, because it uses the latest Java technology to access more memory and improve system performance.  Download

  You can manually increase the memory limit for the Java plug-in if your system allows. For more information, see Configuring the Sun Java Environment.

  Graphics Card drivers

  For users with multiple monitor systems, upgrading your graphics card driver software can improve the performance of screen updates. For more information, see Graphics Card Drivers.