Troubleshooting tips for users

Note to Z and I Emulator for Web administrators: This troubleshooting checklist is intended for ZIEWeb clients who are having problems either starting or using Z and I Emulator for Web. We recommend customizing this checklist for your company environment and then passing it along directly to your clients or your support representatives.

Checklist

1. Is the Z and I Emulator for Web window displaying as a gray, blank box?
2. Are no icons appearing in the client?
3. Are you receiving a message to work offline or try again?

1. Is the Z and I Emulator for Web window displaying as a gray, blank box?

When starting Z and I Emulator for Web, if only a gray box appears instead of the Z and I Emulator for Web window, try the following:

1. Be sure that you say Yes when asked if you trust content from HCL Technologies Ltd.
2. Be sure that your browser is at a level supported by both Z and I Emulator for Web and your company.
3. For Windows users, be sure that you have the appropriate Java Runtime Environment (JRE) installed on your PC. Z and I Emulator for Web ships a JRE for the client. See your administrator for details.
4. For Windows users, be sure that you have set your JRE to allow Java applets to run.
5. Be sure that you have downloaded all the latest service packs for your browser and operating system.
6. Completely uninstall Z and I Emulator for Web and reinstall the client.
7. if neither of the previous steps correct the problem, enable the Java Console, and then attempt to start Z and I Emulator for Web again. Make a note of any Java exception messages in the Java Console and call your support center.
2. Are no icons appearing in the client?

This happens when the Z and I Emulator for Web configuration files on the local system have become corrupted or are missing. This can happen as a result of errors when installing the Z and I Emulator for Web client. It can also happen if you inadvertently deleted the session icon.

To correct the problem, try the following:

1. Close all browser windows.
2. Locate the Windows Profile directory. This directory is usually found in the "C:\Documents and Settings\userid" directory, where userid is your user ID.
3. Open the ZIEWebData folder in the Windows Profile directory. If necessary, use the Windows 'Search For Files or Folders' window to locate this directory.
4. Within the ZIEWebData folder, locate the configuration folder that corresponds to the name of the Web page with the missing icon(s). If you do not know the name of the Web page, right click the background of the page and select Properties on the pop-up menu.
5. Delete the Web page's configuration folder.

   Since uninstalling Z and I Emulator for Web removes your customized configuration settings such as keyboard remappings or macros, you should back up all the files in your ZIEWebData directory as well as any files in the C:\WINNT\java directory with a .cf file extension. Once you have reinstalled Z and I Emulator for Web, copy the saved files back to the appropriate directories.

6. Restart Z and I Emulator for Web.
7. If taking the previous steps do not correct the problem, try these steps:
   1. Completely uninstall Z and I Emulator for Web and reinstall the client.
   2. if neither of the previous steps correct the problem, enable the Java Console, and then attempt to start Z and I Emulator for Web again. Make a note of any Java exception messages in the Java Console and call your support center.
3. Are you receiving a message to work offline or try again?

This problem is caused by an incorrect Internet Explorer option. Clicking 'Try Again' will allow Z and I Emulator for Web to work, provided 'Work Offline' was not previously clicked.

To correct the problem, try the following:

1. Open the Internet Options window.
2. Select the Connections tab.
3. Click the LAN Settings button.
4. Check the 'Automatically detect settings' box.
5. Click OK.
6. Click OK again.
7. Expand the File menu.
8. If 'Work Offline' is checked, uncheck it.