From Provider Wiki

NOTES:

• All pop-up blockers must be turned off
• If at any time during the process you are prompted to download a certificate click on the "Grant Always" button
• Some users experience a windows firewall pop-up box for Java™. This will not prevent BEN from functioning or images from being pulled up.

Contents 1 Troubleshooting steps 1.1 Clearing cache 1.1.1 IE Cache 1.1.2 Java Cache

Troubleshooting steps

1. Have the user go to C:\Documents and Settings\username\170 Systems
   1. You should find a folder called: Markview Viewer Enterprise Edition -- Delete this entire folder.
      
   2. As a precautionary measure you could clear the IE cookies and cache (instructions below) as well as the JAR Cache in the Java Console (instructions below) but in most cases this is not necessary. Instructions are at the bottom of this document in a section called clearing cache.
   3. Now try to do the litmus test against Production https://titan.isc-seo.upenn.edu:8001/OA_HTML/US/ICXINDEX.htm (you may be prompted to download a certificate. Remember to accept it with the button "Grant Always").

      If successful, stop -- if not continue
      NOTE: The next step requires 'Admin' rights to the PC.

2. Log into system with an account with Administrative privileges
   1. Perform a system-wide search for folder named Markview Viewer Enterprise Edition and delete all occurrences.
   2. Go to Add Remove Programs and look for java 1.3.1_05 - - If this exists uninstall it.
   3. Confirm that the windows pop-up blocker is turned off and perform the litmus test against Production https://titan.isc-seo.upenn.edu:8001/OA_HTML/US/ICXINDEX.htm.

• If successful, have the user log back in as themselves and perform the litmus test against Production https://titan.isc-seo.upenn.edu:8001/OA_HTML/US/ICXINDEX.htm.
  
• If this too is successful then stop.

• If either step is unsuccessful follow the instructions below in the section clearing cache and retry the litmus test.

Clearing cache

IE Cache

1. Go to IE -> Tools -> Internet Options
   
2. Click on the button Delete Cookies which opens a Delete Cookies window -- click OK
   
3. Click on the button Delete Files which opens a Delete Files window -- check the check box (offline content) and click OK
   

Java Cache

1. Go to Control Panel -- here you will find Jinitiator 1.3.1.21
2. Double-click on this which opens the Java console
   
   
3. Click on the Cache tab
   
4. Click on the Clear JAR Cache button
   
5. When prompted to delete files click OK