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Access, System Issues and Troubleshooting

Clearing Cache in Google Chrome, Microsoft Edge #

ECM Error-Applying File Type Association(s) #

The instructions below explain how to resolve the error message “file does not have an app associated with it for performing this action. Please install app for create an association in the default apps settings”.

Applying File Type Associations #

  1. Right click Start button

  1. Click Settings

  1. Select Apps from list of options

  1. Click Default apps

  1. Scroll down and click Choose default apps by file type

  1. Windows 10 file types list appears with the associated applications on the right-hand side

  1. To apply file type, click on the “+” icon next to the file type next to Choose a default

  1. Some tile types will be multiple options, whereas others have none.
    • Check these Common file types and their associations:

Outlook 2016

.html, .jpeg, .pdf, .png, .tif

Google Chrome Access Issue #

Issue – Workers are unable to view documents, from certain sources, using the Google Chrome Browser. These must be viewed using Edge or Internet Explorer.

Example:

WEB Portal Document

Bizcom Efax Document

Opening Zip Files in the Virtual File Room (VFR) #

Sometimes its necessary to view .zip files. The instructions below will give you guidance.

Compressed files given the .zip extension appear with a zipper icon –

Clicking on file will not open document in the file room
– and results in error box

TO ACCESS THE DOCUMENT #

  1. Right click on document
  2. Select Download, As Original

  1. File is then extracted and reveals documents

  1. Click to open each document

Zip files may not open if not properly downloaded, or if there was a bad internet/network connection during transfer.

Connection to Web Client cannot be established #

User receives message:

“A connection to the web client cannot be established using the following URL”

Message may represent lost connection to the server or intermittent internet connection.

To resolve – shut down PC- leave off for 1 minute then power on and try again

SPNEGO Authentication Message #

Use the instructions below when an ECM user receives message “SPNEGO” authentication is not supported on this client.

RESOLVE THE SPNEGO AUTENTICATION MESSAGE

  1. At top right corner of screen – go to Internet Options By clicking on the GEAR
  2. Click Internet Options
  3. Click Advanced tab
  1. Scroll down to Security section
  2. Scroll down to Enable Integrated Windows Authentication. Be sure the box is checked
  3. Click OK

Protected Documents & Error Messages #

This guide will help determine if protected documents submitted by applicants or participants can be viewed.

The following are examples of protected document pop-up messages and how to determine what steps need to be taken. Review the error messages shown below and determine which steps match your specific error.

Should these steps fail to provide access to the document; the customer will need to re-submit the documentation in an accessible form.

Standard vs Accessibility View:

Receiving the following error message in ECM Standard Desktop can indicate a document needs to be opened using the ECM Accessibility View option:

Should this error appear, attempt to open the document again using ECM Accessibility View:

If the error message is received while using the Accessibility View, the document cannot be opened.

Password ProtectedSome documents automatically apply password protection at the time of submission that uses the last four digits of the customer’s social security number. When attempting to access these documents the following message box appears:

Enter the last four digits of the customer’s SSN, or password as provided by the customer.If the customer’s password provides access to this information, create a PDF version of the document and upload it to the VFR prior to exiting the document to ensure access to the document in the future.If the following message box appears the document cannot be opened.
Google Drive or iCloud DocumentsDocuments that appear to be Google Drive or iCloud account documents could result in message boxes like the following:



You can further identify documents from iCloud by looking at the web address when attempting to open the document.

Documents formatted for Google Drive or iCloud cannot be opened.

Verification that cannot be accessed is considered invalid. The customer will need to re-submit the documentation in an accessible form.

HEIC/HEIF file types #

HEIC files contain one or more images saved in the High Efficiency Image Format; commonly known as “moving pictures” and are used to store photos on Apple mobile devices.  These file types may contain single image or sequence of images.

Identifying HEIC file #

Icon appears as blank page with turned down edge.

The properties of the document (shown on the right hand side and can be opened by clicking on the ellipsis) state HEIC in the “Document Title”.

*To open HEIC/HEIF files in Standard Desktop for ECM using either Chrome or Edge #

The following error occurs in Standard Desktop for ECM if the HEIC/HEIF file is clicked as if to open it.

 

Right-click the line in ECM, and choose Download As Original.

*To open HEIC/HEIF files in Accessibility View for ECM using either Chrome or Edge #

Click the item in ECM and it should open without the need to download.

**If still unable to open—worker will need to submit ITSD ticket to have HEIC/HEIF codec installed on worker’s PC/laptop.

Ghostscript Error #

To correct settings in PDF Creator if Ghostscript error is received as shown:

  • Click Print
  • go to Advanced settings
  • check the “Print as Image” box

DIMMER VIEW OPTION IN SHAREPOINT #

 

1st—Click on the Tool Options gear in the top right corner of Internet Explorer

Next choose Internet Options, accessibility and check “Ignore colors specified on webpages”

 

2nd go to the colors button, left of accessibility, and uncheck “Use Windows colors” box

Here is the ‘dimmed’ view result

This is the normal view

ECM.JS.JGZ FILE IS REQUIRED BY IBM CONTENT NAVIGATOR #

Error received when attempting to open the ECM WorkSite

May be result of intermittent internet connection.

Shut down machine and after 30 seconds, power on and then try again.

This may need to be done more than once to clear cache and successfully logon.

Relaunch Capture Client #

Please complete the following steps in the order listed: #

  1. Log out of Encapture if you are logged in.

  1. Clear browsing data by clicking on the dots in the upper right corner; browsing data; clear data

  1. COMPLETELY shut down your computer and be sure to leave it off for 1-2 full minutes to allow processes to finish running.
  2. Reboot
  3. From your Start menu, choose ‘Start Encapture Client’

  1. Follow instructions for First Time Setup Launching the Encapture Client (instruction sheet is attached to the email.

 

Best Practice Tips: #

  1. Be sure to LOG OUT of Encapture when you are not actively using it to cut down on slowness and errors when you try to sign in. Closing the tab/window is not the same as logging out, as Encapture will continue to run in the background until it times out.  This causes the cache to fill up.
  2. Limit the size of your batches, do not scan or upload more than 100 pages at a time.

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