Client Troubleshooting Checklist
- Were you prompted with an unexpected message regarding a plug-in?
- Did the client receive an unexpected Z and I Emulator for Web login prompt?
- Are you not able to enter your user ID or password on client login panel?
- Did your cursor disappear from the user ID field on the FTP login window?
- Did the client download slowly?
- Did you receive an online revocation server error?
- Is the Z and I Emulator for Web desktop appearing very slowly?
- Are you not able to type your password when launching the Z and I Emulator for Web desktop?
- Are you waiting a long time for the client to download on OS/2?
- Do your sessions fail to appear when you launch the Z and I Emulator for Web desktop?
- Did you receive an error using the User Profile Manager on Netscape browsers with
the Locally installed client?
- Does repeatedly logging on and off Z and I Emulator for Web clients using Netscape cause
the Z and I Emulator for Web clients to function improperly?
- Are you running multiple emulator sessions when using Netscape and Windows 98 operating systems?
- Are you having trouble saving session configuration changes?
- Did you receive a LOG0001 message?
- Did the SSH FTP or VT session fail to start?
- Did you have problems while the IME keypad overlapped a session window (DBCS)?
- Did resizing your Netscape 4.x browser on a Linux client cause you to log off admin?
- Are there exceptions in the Java Console after you reload the screen using Netscape
Version 6?
- Did Z and I Emulator for Web stop working after installing WebSphere Studio Application
Developer - Integrated Edition?
- Did you encounter a gray screen when clicking the Users/Groups task on
the
administration client?
- Did you check to see if the port is open?
- Did you take a trace in case you need to contact the HCL Z and I Emulator for Web Support Team?
Did the Web Start client fail to download?
- Check the Download and client troubleshooting checklist.
- Check the Web Start client troubleshooting checklist.
Were you prompted with an unexpected message regarding a plug-in?
If you are running Netscape 7.x browsers and the IBM Win32 1.4.0 JRE, you will
be prompted to download a plug-in when you attempt to connect. To avoid this, upgrade your to V1.4.1.
Did the client receive an unexpected Z and I Emulator for Web login prompt?
When using the HTML-based or Combined models, the Z and I Emulator for Web client defaults to
prompting for a Z and I Emulator for Web user ID and password if the Deployment Wizard
files are not received from the Web server, or if they are not received in the expected format.
- Check that all the HTML files and all the /ZIEWebData/*.* files are loaded to the server. The HTML files must
be in the publish directory, and the /ZIEWebData/ directory must be located under the Z and I Emulator for Web publish directory.
- Make sure the /ZIEWebData and your HTML file names are spelled correctly and have the correct
upper and lower case characters in the name.
- For zSeries (S/390 or zOS), check the following:
- Check that all the HTML files have .ascii appended to the name. (*.html.ascii)
- Check that all the TXT files in the /ZIEWebData/yourhtmlname directory have
.ascii appended to them.
- Check that the files in the ZIEWebData/yourhtmlname/*.* subdirectory have read, write, and
execute permissions (also known as 755).
- Check that the files were uploaded as binary files to the Web server.
- Check for any Web server directives that might cause the request from the Z and I Emulator for Web client
to be redirected or to download incorrectly.
Did the Z and I Emulator for Web Java applets fail with a
java.net.NoRouteToHostException: No route to host: connect
error?
When Microsoft IPv6 Developer Edition is installed on Windows XP, all Z and I Emulator for Web Java applets fail with a
java.net.NoRouteToHostException: No route to host: connect
error. This happens even if the protocol is disabled.
To fix this problem, try one of the following:
Are you not able to enter your Z and I Emulator for Web user ID or password on client login screen?
If you cannot enter user IDs and passwords on the login panel of the Z and I Emulator for Web
client, try either using the IBM JRE
plug-in, (or a new version of
the plug-in),
or clicking out of the field and onto the desktop and then back into the field.
Did your cursor disappear from the user ID field on the FTP login window?
When logging on to FTP sessions, the cursor may not appear in the user ID field and you may not be able to tab to
it using the keyboard. If this happens, try upgrading to a later JRE.
Did the client download slowly?
- Check to see if other network traffic is also slow.
- Make sure other pages are not also downloading slowly. Try to download a non-Z and I Emulator for Web HTML file to see if the problem is a Web server problem. If it is a Web server
problem, refer to your Web server documentation for more information.
- Check to see if port 8999 is active, if you are using the Service Manager to manage user
configurations. The client may be trying to connect back to the Service Manager, using
processor resources and therefore slowing any downloads. If the port is not active,
activate it. Refer to the server's operating system documentation for more information
regarding ports. Review this port information.
- If this is a dial-up connection, you can use the Z and I Emulator for Web Deployment Wizard to
create a smaller
client with only the features your users need to use.
- Check the Web server logs for errors.
Did you receive an online revocation server error?
You may see a security warning with the following error message when installing the Z and I Emulator for Web client
using Internet Explorer:
An error occurred while accessing the online revocation server.
This error message occurs when the Certificate Revocation option in Internet Explorer
is selected. You will be unable to connect to the server to verify that the certificate
has not been revoked. To prevent this message, disable the option by selecting Internet
Options > Advanced > Security and unchecking "Check for Publisher's Certificate
Revocation".
Is the Z and I Emulator for Web desktop appearing very slowly?
When there are 20 or more defined sessions, sometimes the Z and I Emulator for Web desktop may appear very slowly.
The problem might be caused by the the amount of time it takes to process the large number of defined sessions. To prevent the delay using the HTML-based model, try the following steps:
- Divide the commonly-used sessions into smaller, separate groups, with one group per HTML file
according to the users' requirements. This reduces loading time. If most of the sessions are
randomly needed, move to the next step.
- Group the primary sessions together in one HTML file, adding one or two additional sessions
that do not have the target host system defined (in properties). This allows individual users to
define the target systems by using the Properties dialog box. Using this method, Z and I Emulator for Web
remembers the session, but a user can change the session at any time.
Are you not able to type your password when launching the Z and I Emulator for Web desktop?
If you are not able to type your password when launching the Z and I Emulator for Web desktop from
a Mozilla-based Netscape browser, try upgrading your JRE to a later version.
Are you waiting a long time for the
client to download on OS/2?
When using the
client on OS/2 with Netscape Communicator V4.61, you must wait for the
download complete prompt before restarting the browser. It may take a few minutes for you to receive
the prompt, however, this allows the
client to finish any updates completely.
Do your sessions fail to appear when you launch the Z and I Emulator for Web desktop?
If you are using Windows Terminal Server and/or have a low display
resolution, a NullPointerException may be thrown by the class file WVolatileImage, which
can be seen in the Java Console. When this happens,
users are not presented with their configured sessions. You can avoid this by
setting a higher display resolution
or by using the IBM 1.4 plug-in. If the HTML page has been created
for the configuration server-based model, you can avoid this
by adding the parameter <PARAM NAME=Bookmarking VALUE=false>.
Did you receive an error using the User Profile Manager on Netscape browsers with the Locally installed client?
If you receive the following error when using the User Profile Manager on Netscape browsers
while loading the Locally installed client from the Start menu,
Cannot find the file C:\zieforweb\ZIEWeb_en.html (or one of its components). Make sure the path and
file name are correct and that all required libraries are available.
click OK and the Locally installed client will load in the browser.
Does repeatedly logging on and off Z and I Emulator for Web clients using Netscape cause the Z and I Emulator for Web clients to function improperly?
Logging on and off any of the Z and I Emulator for Web clients repeatedly without restarting the
Netscape browser first can cause the browser to remove files from cache that are needed in
order for the clients to function properly. The browser removes files in order to reduce
the cache. Restart your browser after logging off and before logging on to any Z and I Emulator for Web
clients while using Netscape to prevent problems with the clients.
Are you running multiple emulator sessions when using Netscape and Windows 98?
You can start a maximum of 10 to 12 Z and I Emulator for Web sessions in this environment.
Are you having trouble saving session configuration changes?
When using a Z and I Emulator for Web session, you can save session configuration changes,
such as screen size and colors, in the following two ways:
- close the session using the 'X' button in the top right corner or by selecting File > Save and Exit
- right click on the session's green screen and select Save
Did you receive a LOG0001 message?
- A LOG0001 could be caused
by a problem at the client machine. Check for Java errors or exceptions in the Java Console, TCP/IP errors in the network reaching
the Service Manager machine, or caused by a mix of Z and I Emulator for Web
clients.
Use
lcremove.html
to remove the
client.
- A LOG0001 could also be caused a problem at the Z and I Emulator for Web Service Manager machine. Check for a system abend,
looping task, hung tasks, Java abends, check for error messages in NCoDServices.RAS.TXT.
- If there are no messages and the client appears to connect, check to see if all the Web
server, Z and I Emulator for Web, and Telnet ports are active (especially port 8999).
Review this port information.
Did the SSH FTP or VT session fail to start?
If your SSH FTP or VT session fails to start and you receive a java.lang.IllegalStateException: zip file closed
, try upgrading your JRE. You may also try disabling the
caching function of the Java plug-in's Control Panel.
Did you have problems while the IME keypad overlapped a session window (DBCS)?
If the IME keypad overlaps a Z and I Emulator for Web session window, you may get incorrect
results when you click the mouse in the keypad.
Did resizing your Netscape 4.x browser on a Linux client cause you to log off admin?
With Netscape 4.x on a Linux client, you may not be able to resize the Administration window when you
are configuring Z and I Emulator for Web. If you
resize the Administration window, you may either be logged off the
Z and I Emulator for Web server, or you will see the following message in the browser:
Your browser does not have JavaScript support or the support is not enabled.
Try upgrading your browser.
Are there exceptions in the Java Console after you reload the screen using Netscape Version 6?
When you reload a session by refreshing the browser screen or using Action >
Refresh in Netscape 6, you will find the following exceptions in the Java Console. You can ignore the exceptions.
Exception occurred during event dispatching:
java.lang.NullPointerException: null pData
at sun.awt.windows.WInputMethod.handleNativeIMEEvent(Native Method)
at sun.awt.windows.WInputMethod.dispatchEvent(Unknown Source)
at sun.awt.im.InputContext.dispatchEvent(Unknown Source)
at sun.awt.im.InputMethodContext.dispatchEvent(Unknown Source)
at java.awt.Component.dispatchEventImpl(Unknown Source)
at java.awt.Container.dispatchEventImpl(Unknown Source)
at java.awt.Component.dispatchEvent(Unknown Source)
at java.awt.EventQueue.dispatchEvent(Unknown Source)
at java.awt.EventDispatchThread.pumpOneEvent(Unknown Source)
at java.awt.EventDispatchThread.pumpEvents(Unknown Source)
at java.awt.EventDispatchThread.run(Unknown Source)
Did Z and I Emulator for Web stop working after installing WebSphere Studio Application
Developer - Integrated Edition?
During the installation of WebSphere Studio Application Developer - Integrated Edition
(WSAD-IE) (formerly VisualAge(R) for Java), WSAD-IE sets the global environment's
CLASSPATH to include the Z and I Emulator for Web J2EE connector. This connector has a version of
the Z and I Emulator for Web code that is common to the Z and I Emulator for Web clients. In Netscape 4.x and
Internet Explorer 5.x, the browser always loads Java classes from the system CLASSPATH
before the network. This means that when WSAD-IE is installed, the browser loads some
classes from the connector before loading the correct version of the class from the
network.
During WSAD-IE installation, the Windows CLASSPATH is updated to include the following
directories:
x:\IBM Connectors\class
x:\eab\runtime30
These directories contain .jar files with classes that conflict with Z and I Emulator for Web
classes. Most users do not need these directories in the classpath because they are used
only for Java applications that use WSAD-IE's Z and I Emulator for Web connectors.
If Z and I Emulator for Web does not work after you install WSAD-IE, try the following
workarounds:
- Remove the WSAD-IE entries from the Windows CLASSPATH if you are not developing
applications with the Z and I Emulator for Web connectors.
- Change the browser to Netscape if the problem is occurring under Internet Explorer.
- Use a batch file to set the CLASSPATH for a specific DOS window to eliminate IBM
Connector classes, and then launch Internet Explorer (iexplore.exe) or Netscape (netscape.exe)
from that DOS window to access Z and I Emulator for Web.
Did you encounter a gray screen when clicking the Users/Groups task on the cached administration client?
Using the
administration client with Start Session enabled, you may encounter a
grey screen when clicking on the Users/Groups task. If this occurs, try upgrading your
Java 2 plug-in to the latest service level.
Did you check to see if the port is open?
Use Telnet or Netstat to determine if a port is accessible. Do the following:
- Type
Netstat -a
at a command line to see if the ports are active. If not,
refer to your operating system documentation for information regarding activating ports.
- Check for messages in Z and I Emulator for Web message and trace log
NCoDServices.RAS.txt
,
located in the \private
directory.
- Check to see if a port on the Service Manager or through the firewall is active. Refer to your operating system documentation for instructions regarding how to run
Telnet on other operating systems. For
example, under Windows NT, use Telnet on the Windows client workstation try the following steps:
- Click Start > Run.
- Type
telnet
and click OK.
- Click Connect > Remote system on the Telnet window menu bar.
- Type the host name you want to connect to in the Host Name field on the Connect window.
- Type 8999 (or other ports based on the problem) in the Port field on the Connect window.
- Accept the default TermType.
- Click Connect.
- If you receive no messages, the port is open. If you receive Connect failed with
'Host name', then the port is not active. Remember to disconnect after you test each
port by selecting Connect > Disconnect from the Telnet window menu.
Did you take a trace in case you need to contact the HCL Z and I Emulator for Web Support Team?
If you need to call the HCL Z and I Emulator for Web Support team, you can provide them a trace to help determine
the cause of your problem. To learn more, click here.