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Troubleshooting Advice


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Troubleshooting Advice

 

Below you can find a few common issues you might encounter while using Intella Connect Beta.

 

 

1. You receive an error "Unable to find a license" on the reviewer computer

 

This means that the Intella Connect application cannot find or use the HASP trial key used to secure Intella Connect. The most common cause for this is that Intella Connect is being run on a Virtual computer (VMWare, Virtual Box, etc) or via remote desktop (RDP).

 

License%20Error1.png

[image above shows license error]

 

 

2. The Intella Connect icon in the Windows system tray shows a small warning sign

 

This means that the Intella Connect application cannot find or use the HASP trial key used to secure Intella Connect. The most common cause for this is that Intella Connect is being run on a Virtual computer (VMWare, Virtual Box, etc) or via Remote Desktop (RDP).

 

License%20Error.png

[image above shows warning sign on Intella Connect logo]

 

 

3. A page is not loading properly in Internet Explorer 9 or 10

 

We have tested Intella Connect in IE9 and haven't spotted any issues so far. However, we know that Connect cannot work properly while Internet Explorer is running in so-called Compatibility Mode.

 

IE9-Compatibility-mode.jpg

[image above shows the Compatibility View issue while accessing Connect in Internet Explorer].

 

If this is the case for you, then please make use of the following solution which disables Compatibility View.

 

There are a couple of ways of doing this, the first one being available from Developer Tools:

  1. Open up Developer Tools by typing F12 while Internet Explorer is open.
  2. At the top of the Developer Tools panel you can see a "Browser Mode" label which most likely is showing "IE9 Compatibility View" in your case. If so, then please click on it and choose "IE9" from the drop-down list.
  3. Refresh the page (type F5).

The second option is to disable Compatibility View via the Tools main menu:

  1. (optional) - show main menu. While having IE opened, press the ALT button. This should bring up Internet Explorer's main menu.
  2. Go to Tools > Compatibility View Settings.
  3. See if the Case Url is listed in the Websites list. If so, please remove it.
  4. Check if Display intranet sites in Compatibility View is checked. If so, please uncheck it.
  5. Close the windows and refresh the page (type F5).

If the problem persists, please use Developer Tools again to check the contents of the Console and Network tabs for possible errors and send those to us via one of our support channels.

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