iCONECT nXT & XERA Support FAQ



Q1: I am having issues with the image viewer (not displaying properly, etc.). 

A1: There may be an issue with Java version. Please uninstall all versions of Java from your system and reinstall the latest version:

  • First, uninstall all versions of Java on your system: 
    1. Click on the Start menu > Control Panel > ProgramsPrograms and Features
    2. Click on the Name column header to sort by name. 
    3. Find "Java <version number>". Select it and click the Uninstall button.
      Alternatively, you may right-click on the program name and select Uninstall. 
    4. Repeat for all versions of Java in the list.

  • Then, download and install the latest version of Java:
    1. On your browser, go to http://www.java.com.
    2. Click Free Java Download and navigate to download and install the most recent version.
    3. Follow the directions to complete the installation. 

During the installation process, please do not accept the option to install Ask.com. Doing so will initiate unnecessary downloading.

  • If the image viewer still does not work and/or printing is hanging at the "initializing" process after installing Java 7 update 55, please follow the steps below to resolve:
  1. Open Java from the control panel and navigate to the security tab.
  2. Select 'Edit Site List", click "Add" and enter the URL of the XERA or nXT site
    • nXT URL:    http://spotlight.ilsteam.com
    • XERA URL:  http://www.ilsecertainty.com
  3. Select "Add" again, followed by "Continue" and then "Ok".
  4. Then simply select "Restore Security Prompts" followed by "Restore All'.
  5. After completing the steps above, a prompt should now appear to run Java when logging in. Select "Run" and the image viewer/printing should be available as normal.



Q2: I get an error message: "Server Error--401--Unauthorized: Access is denied due to invalid credentials. You do not have permission to view this directory or page using the credentials that you supplied." What do I do?

A2: There may be an issue with the compatibility view setting on your computer. Please try the following:

  1. In Internet Explorer, right-click anywhere in the gray area to the right of the address bar, and make sure Menu bar is checked OFF. 
  2. Click on the Tools menu below the address bar, and select Compatibility View settings
  3. In the Compatibility View Settings dialog box, Add this website text box, enter "ilsteam.com" and click Add
  4. Log in at http://spotlight.ilsteam.com.


Q3: I get a message "Error getting userstate in CiConectExtension::Output Frameset". What do I do?

A3: Please follow the steps below:

  1. In Internet Explorer, click on the gear icon on the upper-right corner.



  2. Select Internet Options.  In the Internet Options dialog box, under Browsing history, click the Delete button.



  3. In the Delete Browsing History dialog box, ONLY check the Temporary Internet Files and Cookies check boxes. Click Delete, then OK on confirmation.




  4. Close the Options window, then restart Internet Explorer.  
  5. Log in to iCONECT at http://spotlight.ilsteam.com.



Q I Q4: I have a Mac and am having issues with the image viewer (not displaying properly, unable to print, etc.). 

A4: There may be an issue with Java. Install the latest version:

  • Download and install the latest version of Java (latest version is Java 7 Update 55, as of April 15, 2014):
      1. On your browser, go to http://www.java.com
      2. Click Free Java Download and navigate to download and install the most recent version.
      3. Follow the directions to complete the installation. 

D

  • If the image viewer still does not work and/or printing is hanging at the "initializing" process after installing Java, please follow the steps below to resolve (see pictures):

1.      Go to the System Preferences menu and click on the Java icon. The Java Control Panel will open up in a separate window.



2.      Open Java from the control panel and navigate to the security tab.  Then, select 'Edit Site List,” click "Add" and enter the URL of the XERA

o    XERA URL:  http://www.ilsecertainty.com




3.      Select "Add" again, followed by "Continue" and then "Ok".





4.      Then simply select "Restore Security Prompts" followed by "Restore All.




5.      After completing the steps above, a prompt should now appear to run Java when logging in. Select "Run" and the image viewer/printing should be available as normal.

 



If thIf the error persists please call ILS iCONECT support at 888-313-4843 or email us at techsupport@ilsteam.com