All of the requirements listed on this page should be met by your computer.

Below is a listing of common problems with solutions where applicable:

1. The login page displays "Connection Failed > Please contact Technical Support" error.

• The applet failed to connect to the data server dues to a network proxy/firewall setup.

  1. Ensure that your machine passes the connection test on this page.
  2. If the connection test was not successful, please check whether personal firewall settings are configured to allow access to the site, or contact your network administrators if the system is part of a network. In some cases, the internet service providers should be contacted.

2. The browser appears blank or displays the error "Java Not Installed".

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

  Sun Java needs to be installed/reinstalled. Download and install the latest version using this link. After the Java software is successfully installed, please ensure it is enabled in the browser types below.

  Microsoft Internet Explorer 6 and 7

  • Under Tools menu> Internet Options > Advanced Tab, click on Java (sun) checkbox

  Firefox/Mozilla 2.0

  • Under Tools menu > Options > Content Tab, tick on Enable Java checkbox

3. Only a blank page appears when logging in

• Cookies are required for successful operation of the product. Please allow cookies for webIRESS site according to browser types below:

  Microsoft Internet Explorer 6 and 7

  1. Under Tools menu > Internet Options > Privacy Tab, click on Sites
  2. Under the "Address of website" section, type "web.iress.com.au" and click on "Allow".

  Firefox/Mozilla 2.0

  1. Under Tools menu > Options > Privacy Tab, click on "Exceptions".
  2. Under the "Address of website" section, type "web.iress.com.au" and click on "Allow".

4. Pop up Killers? Blockers stops the launching of webIRESS

• When security tools such as pop up killer/blockers are enabled, it may potentially stop the successful launching of webIRESS. Pop up killer/blockers need to be configured to allow the webIRESS site. Please follow the instructions according to your browser type below:

  Microsoft Internet Explorer 6 and 7

  1. Under Tools menu > Pop up Blocker and select "Pop up Blocker Settings".
  2. Under the "Address of Website" section, type "iress.com.au" and click "Add".

  Google Toolbar

  1. On the Google Toolbar, left-click on the Pop-up Blocker button.
  2. The button text will change to display "Popups Okay".

  Yahoo Toolbar

  1. On the Yahoo Toolbar, left click on the Pop-up Blocker button and left click on the "Always Allow Pop-ups from..."
  2. Select "web.iress.com.au" and left click on "Allow".

5. The system logged off displaying "Software installation" error.

1. The browser security settings is preventing the installation of software

   • Microsoft Internet Explorer 6 and 7

     1. Under Tools menu > Internet Options > Security Tab, click on Internet.
     2. Set the Security level for the Internet Zone to Default Level

2. The applet downloading of the software failed due to a proxy/firewall stripping the applet code from the web page

   • See your network administrator regarding this behaviour. Please follow this link for more information.

3. The browser configuration does not allow communication to the web server for checking of the latest software version enabled.

   • Microsoft Internet Explorer 6

     • Under Tools menu > Internet Options > General > Temporary Internet Files > Settings. Ensure the check for newer versions of stored pages option is not set to "never".

   • Microsoft Internet Explorer 7

     • Under Tools menu > Internet Options > General > Browsing history > Settings. Ensure the check for newer versions of stored pages options is not set to "never".

4. The browser has incorrectly installed or upgraded the software (Microsoft IE bug).

   1. Attempt to shut all open browsers (all open windows) and re-login.
   2. If this does not assist, then the software will need to be reinstalled and the internet file cache cleared.

   • • Un-installing the product

       • The software can be fully uninstalled by clearing the cache files via Java Plug-in and Browser.
       1. Uninstall the software manually (for all browsers) via the Windows Control Panel > Java > General > Temporary Internet Files > Settings > Delete Files > Applications and Applets.

       2. Cached files should also be deleted on the browser level. Please perform the uninstalling process according to the browser types below:

          • Microsoft Internet Explorer 6

            • Under Tools menu > Internet Options > Temporary Internet Files. Click on Delete Cookies and Delete Files to clear all cached files.

          • Microsoft Internet Explorer 7

          • Under Tools menu > Internet Options > Browsing history > Delete...> Click on Delete Files for Temporary Internet Files and Cookies to clear all cached files.

          • Firefox/Mozilla 2.0

            • Under Tools menu > Clear Private Data > Tick Cache and Tick Cookies > Clear Private Data Now.
       3. Close all browsers before attempting to login into a new browser.
       4. If the problem persists, contact technical support.

5. The browser java system component is incorrectly installed.

   • A Java Virtual Machine needs to be installed/reinstalled. Download and install the latest version using this link.

6. The applet installation failed due to Windows NT/2000 Administrator privileges not being available.
   1. Check whether user has administrator access via Window Control Panel > User Accounts.
   2. Contact your system administrator regarding this behaviour. Please follow this link for further information.

7. Anti-Virus/Internet Security Software blocking installation

   1. Contact your Anti-Virus/Internet Security Software vendor for assistance on how to allow software installation from webIRESS.
   2. Alternatively, Anti-Virus/Internet Security software can be temporarily disabled during installation.

      Below are support links to a number of popular security software vendors.

      • Norton - Symantec
      • Home Page: http://www.symantec.com/en/au/index.jsp
      • McAfee
        • Home Page: http://www.mcafee.com/au/
      • Zonealarm
        • Home Page: http://www.zonelabs.com.au/main/

6. The product fails to start up with the browser running on the Macintosh Platform

• Apple Macintosh browsers don't support standard Java installation technology used by Internet Explorer on Windows. Due to this limitation, Apple Mac is not officially supported to run webIRESS.
• Although webIRESS does not officially support Apple Macintosh, users may access webIRESS via a later version of Mac OS X - Tiger. This version permits Java applets to operate in the Safari browser. The same basic requirements apply, with a compatible version of Java installed and browser configured to allow webIRESS.

7. Successfully logged into webIRESS, but experiencing data update slowness.

• Heavy users of live data commands may experience slowness due to the web browser Java Plug-in running out of memory. The default memory limit for the Java Plug-in is usually around 60-90MB. We recommend increasing the memory limit for the Java plug-in if your system allows. The amount of memory which can be increased depends on the version of Browser, Sun Java and in some cases toolbar add-ons.
  
  For instructions on how to increase your Java memory, see Increasing Java memory.

Miscellaneous

• What is a cookie?
  • A cookie is a small bit of information that a web server can store temporarily within your browser. The main purpose of cookies is to identify users and enabling a more streamlined login experience for users.
• Cache
  • If any unusual problems occur, "Temporary Internet files" should be deleted. These temporary files are also known as Cache files. These files are used by your browser to quickly access frequently viewed pages. This temporary storage of web files can sometimes interfere with the upgrade process.