Agent Control Window fails to launch properly 

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Description

The Agent Control Window fails to download or display properly after the agent fills out the form on the login page and submits it.

Action

1. Verify that the agent's Web browser is Java and JavaScript enabled:

   • From the Edit menu on Netscape Navigator 4.x, select the Preferences item, and then select Advanced to display its contents. Both the Enable Java and Enable JavaScript items should be checked.

   • From the View menu on Internet Explorer 4.x or the Tools menu on IE 5.0, select the Internet Options menu item, and then select Advanced. The Java JIT compiler Enabled under Java VM item should be checked. From the Security tab, select Local Intranet and then custom level.

   • Verify that none of the Java options are disabled. To do this, select the Security tab from the Internet Options dialog box. Select the Local Intranet zone in the Zone drop-down box, and then click the Custom level option.

2. Check for error messages on the browser window. Also open the Java Console window and look for errors:

   • On Netscape Navigator, select Options->Show Java Console .

   • On Internet Explorer, check the �Enable Java Logging � box on the View->Options->Advanced tab. Stop and restart Internet Explorer, then periodically use a text editor (such as Notepad) to examine the c:\windows\javalog.txt file.

3. Check whether network settings have been changed. The browser may need to be changed to reflect �no proxy� settings for CentreVu Internet Solutions components on the network.

4. Connect a PC to the same LAN segment as the ICM server and verify that the agent can log in to the system. If so, then examine the administration of the firewall and other intermediate equipment.