Design Studio Trouble Shooting Guide

Scenario 1:

Virtual Sample is not showing up or selected Logo is not showing in "Step 2"

Possible Cause:  Cookies are NOT Enabled

Solution (For Internet Explorer 5.x):

• Open Internet Explorer

• From the menu at the top, choose Tools > Internet Options

• In the Internet Properties screen, choose Security Tab

• Highlight the image with the World that has the text "Internet" below it

• Click on the Custom Level button at the bottom of the screen

• Approximately 5 item selections down, there will be a Cookies section

• Set the option "Allow cookies that are stored on your computer" to Enable

• Set the option "Allow per-session cookies (not stored)" to Enable

Solution (For Internet Explorer 6.x on Windows XP):

• On the desktop of your computer, go to the Control Panel

• Find the Internet Options icon and double click it (if you are not sure how to get to your Control Panel, you can click on your Windows start button, go to settings and choose Control Panel)

• A new screen will appear. Click the Privacy tab. You should either see a screen similar to the one pictured below, or the word Custom in place of the slider bar                              
  
  
   

• Click on the Advanced button

• Check Override automatic cookie handling

• Select Accept under both "First Part Cookies" and "Third Part Cookies"

• Also, check "Always allow session cookies"

• Click OK, close the browser and re-open Internet Explorer

Solution (For Internet Explorer 6.x):

• From the menu at the top, choose Tools->Internet Options

• Then click the Privacy tab

• Adjust preset settings so cookies are enabled or click on Advanced to customize the settings

• Then click OK for each window

Solution (For Internet Netscape 6.x):

• From the menu at the top, choose Edit->Preferences

• Click on the arrow next to Advanced in the left hand menu and click Cookies

• Select Enable all cookies or Enable cookies for the originating website only

• Then click OK

Solution (For Internet Explorer or Netscape at a lower version then mentioned):
This software requires the use of advanced browser functionality. In order to utilize this tool, you will need to upgrade to the latest version of your browser available.

Scenario 2:

Virtual Sample is not showing up in AOL

Possible Cause:  AOL version does not support advanced software

Solution:

• Connect to AOL as usual to get access to the Internet

• Once connected, minimize AOL by clicking the "-" in the upper right hand corner of the AOL screen (Windows) or double-clicking the blue strip across the very top of the screen (Macintosh)

• Start Internet Explorer

• Proceed as normal using Internet Explorer to access this site

Scenario 3:

Half of the Virtual Sample disappears when scrolling the screen (Macintosh)

Possible Cause:  There is a refresh issue with your version of Internet Explorer in combination with the version of your Operating System (Windows or Macintosh)

Solution:

• Alter your screen resolution so that you do not have to scroll (Windows)

• Minimize all windows so that your Desktop is accessible

• Right click on an open area on your desktop

• Choose Properties

• Click on the Settings tab

• There is a section titled Screen Area with a slider bar below it

• Slide bar to the right to a setting of 1024 X 768eess this site

Scenario 4:

Previous solutions did not resolve issue and Virtual Sample is still not coming up

Possible Cause:  Your version of Java Runtime Environment (JRE) is not up-to-date

Solution:

• Open your browser Internet Explorer (preferred) or AOL

• Go the address http://java.sun.com/j2se/1.3/download.html

• Click on first the DOWNLOAD link located to the right of "Windows (U.S. English Only)" and just below the title JRE

• Scroll to the bottom of the terms page and click on the Accept button

• On the download page, scroll to the bottom and click on the HTTP Download button

• A "File Download" screen will pop up. Choose the Save this file to disk option and click OK

• A second screen titled "Save As" will pop up asking you where you want to save this file. YOU MUST SPECIFY A LOCATION before continuing. In the Save In box at the top of the window, click on the down arrow and choose C: Once C: shows in the Save In box, click on the Save button. The correct file name should be specified for you (j2re-1_3_1_03-win). NOTE: If you are on a modem, this download will take anywhere between 15-45 minutes.

• Once the download is complete, you will have to locate the file on your system. Minimize all windows and go to your Desktop. Right Click on the My Computer Icon and choose Explore. Click on the C: drive in the windows pane on the left. Now locate the file j2re-1_3_1_03-win in the list of files in the window pane on the right side

• Once you locate the file j2re-1_3_1_03-win, Double Click on it

• A new window will pop up for the Java 2 runtime environment install. Click on Yes at this first screen                                  
  
  
   

• On the next screen, accept the default location and click Next
  
  
   

• Check all options that are listed and then click Next              
  
  
   

• The next page should give you an "Installation Complete" and then automatically close. Your installation is complete!

• Your must now shut down and restart your system. When it comes back up, open Internet Explorer and try this site again.