Troubleshooting

From HelpWiki

Common problems and their resolutions

[edit] System Requirements

Recommend web browser is Mozilla Firefox version 3.6, which is available freely for all Mac, Windows and Linux from www.getfirefox.com. IE 7 can be used if Firefox is not available.

Officially Supported Browsers:

• Firefox version 3.6 on Mac, Windows and Linux (recommended)
• Internet Explorer 7 on Windows.

Browsers Not Supported Following web browsers are not tested for compatibility and parts of MAP and Heartbeat may not function properly with them: Internet Explorer 6, Internet Explorer 8, Opera, Google Chrome, Safari.

Screen Resolution We recommended a screen resolution of 1280x1024 or higher, which is available on most new desktops and laptops. Minimum required in 1024x768.

Other Software Flash version 9 or above is required. For reporting and PDF creation, we recommend installation of the WinSnap and PDFCreator software, both available freely for Windows.

[edit] Troubleshooting (Something is Not Working)

If something does not work, here is a list of things to try:

• Use Firefox 3.6.
  • If it works with Firefox, and not with one of the other supported browsers, let us know by email
• Force reload the page, and try again
  • Hold the Ctrl key and press the Reload/Refresh button
    • The reload button is located on top-left in both Firefox and Safari
    • The refresh button is located on the top-right next to the addressbar in IE7
• Try using a different computer
• Try clearing the browser cache
  • For Firefox, use Clear Private Data from the tools menu.
  • For other browsers, see instructions as explained on wikipedia in detail
• Logout and login again
• Try using one of the temporary server instances

[edit] Temporary Server Instances

You can also use one of our temporary server instances if the main site is not working. These temporary servers access the same database so you can use them similar to the use of the main servers.

MAP

• Beta Server http://beta.map.sysomos.net/

Heartbeat

• Beta Server http://beta.map.sysomos.net/hb2/

Notice the beta in the begining and .net at the end of the urls above. If it still does not work, send your account manager an email with the url of the page that is not working.