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i-Planet Administration Guide

Troubleshooting

The following selection of Frequently Asked Questions anticipates many of the most likely issues that your users would have.

# Applet exception: class SServer not found java.lang.ClassNotFoundException: java/awt/event/ActionListener

at java.lang.ClassLoader.defineClass(ClassLoader.java) at netscape.applet.AppletClassLoader.findClass(AppletClassLoader.java) at netscape.applet.AppletClassLoader.loadClass1(AppletClassLoader.java) * at netscape.applet.AppletClassLoader.loadClass(AppletClassLoader.java) at netscape.applet.AppletClassLoader.loadClass(AppletClassLoader.java) at netscape.applet.DerivedAppletFrame.run(DerivedAppletFrame.java) at java.lang.Thread.run(Thread.java)

The cause is that the browser does not support Java AWT 1.1. Netscape did not support this until version 4.06. There is an AWT 1.1 patch for the earlier 4.xx version of Netscape.

The solution is to use Netscape, version 4.06 or later or to install the AWT 1.1 patch for the version of Netscape being used. Check the Netscape web site for more information.

The end user is not connecting through the gateway. End users must connect through the gateway using https to the i-Planet Desktop.

The cause is that there is no valid UNIX user ID for the end user in the user name field on the Edit Preferences page of the i-Planet Desktop.

The solution is to have the end user add the valid UNIX user ID in the user name field on the Edit Preference page of the i-Planet Desktop.

Assuming that you have verified that the server is up and that you can log into the server as an end user, the following process may be helpful.

  1. Verify that your end user is using the correct URL. In particular, make sure that the URL uses https:// as the protocol, not http://, and that they are entering a fully-qualified domain name. If the problem persists, continue through this process.

  2. Verify that the web browser is working correctly by surfing to a popular and consistently responsive site. If the alternative sites do not come up, they likely have a TCP/IP issue and should check with their local support staff for their ISP or other TCP/IP access provider. If the alternative sites do come up, continue through the process.

  3. Verify that the user is using the correct version of the browser by looking at Help|About and checking the version number provided there. If the user is using the correct version (Internet Explorer 4.0 or Netscape Navigator 4.04 with AWT 1.1 support or better), continue through the process.

  4. Verify security settings in the browser (Edit|Preferences|Advanced in Navigator, and View|Options|Security in Internet Explorer). Cookies must be accepted (with or without warnings) for i-Planet to work properly. Enabling Java and JavaScript is strongly recommended, but not essential.

Online help is available for every application and every screen delivered with i-Planet. Clicking the help link on any page will access help about that particular application or page, and your users can then navigate back to the main help page and then to any other i-Planet help pages.

If you have added other applications to your i-Planet installation, add the online help links and files to the existing help pages.

For the HTML UI, the end user must end the session by clicking the End Session button. This is the action that actually writes the preferences.

For the Java GUI, the end user must choose the End Session option in the menu. However, for the Java GUI only, if the end user shuts down the small window (Netlet page) in which the NetFile link resides too quickly, the NetFile applet cannot connect to the server anymore and the preferences may not be stored.

i-Planet default settings call for a very short time-out to ensure that open (authenticated) sessions are not left running and unattended because of the particular danger of intrusions into the network. If you are, for example, checking mail, then return to work on a document in a word processor, you will almost inevitably timeout. End users could use the offline NetMail (Java) client to avoid part of this issue, but in general the inconvenience is required to ensure proper corporate security.

Note -

As an administrator, you can increase the system-wide time-out interval.

This error message means that you are trying to add a windows machine and the name for that machine does not match the DNS or Host file entry.

If Internet Explorer hangs after you click Enter after typing the password when you are using X windows on NetFile, click the login button.

If the NetMail Local Installer is visible on the Advance Options page of the i-Planet Desktop, you can install the NetMail applet on your local disk. (Click the Advanced link on the navigation bar on the front page of the i-Planet Desktop to move to the Advanced Options page.)

When you click on the NetMail Local Installer link, a browser window appears that explains that this functionality allows you to install the NetMail applet on your local disk so that you can use NetMail to read and compose email without being connected to the Internet. This is known as disconnected mode.

Once you have installed the NetMail applet locally, you can connect and read your email without having to download the applet each time. You also can save your email to an encrypted file on disk, so that you can continue working while you are disconnected from the server. When you reconnect, all your changes to the local email cache will be made to the server and their states synchronized. Any email that you have composed and want sent will be sent when you reconnect.

You should contact your i-Planet administrator who may have to restart the license server.

This typically happens when the user preferences for Netscape are set to "Only accept cookies originating from the same server as the page being viewed." The user preferences for Netscape must be set to "Accept all cookies."

When using Netscape as your browser, if your dialog boxes appear to be empty, move your mouse slightly to cause Netscape to display properly.