Troubleshooting Guide - FAQ's

What do I do if VPC does not launch at all?
What do I do if I get the error messages "The Java Runtime Environment cannot be loaded " and "Several Java Virtual Machines running in the same process caused an error"?
What do I do if VPC hangs during Document Check-out, Check-in or Add Documents?
How do I find the version of the Java plugin that I am running?
How do I enable the Java Console?
Where can I find the Java Console log file?
How do I get Internet Explorer to open VPC documents with the native application in a different window?
Why can't I transfer any files to or from VPC?
What do I do if I get errors transferring large files with VPC prior to 8.0?
How do I fix an "Out of Memory" Error in the Java console?
Why can't I see VPC Help?
Can I run VPC on the Vista operating system?
Why can't I run VPC using Internet Explorer 7.0?
Why can't I run VPC using Firefox?
Why am I getting "beeps" when a new panel, or secondary panel opens or closes?
Why can't I run VPC using Internet Explorer 8.0?
What do I do if the Search Results panel is not redrawing properly?
What do I do if I get an error message saying there is a problem on my system with the jacob.dll file, or if I can't see "Desktop" or "My Documents" in local tree in Copy to Local or Add panel?
I am seeing garbled text on my login screen and my username is garbled when I type it in. How do I fix this?
Why does the VPC screen not fill my whole browser window? Or, why does the whole VPC screen not fit in my browser window?
Why can't I transfer files between my Mac and the VPC server using Drag and Drop in the Add or Copy to Local panels?
What do I do if my VPC window is freezing - it won't accept any input from the mouse or keyboard?
Why can't I run VPC using Internet Explorer 9.0?
Why can't I run VPC on my Mac after a software update?
Why does launching VPC from a link not take me to the file or folder that I was sent a link to?
What do I do if I get a warning that my Java version is insecure?
What do I do if my VPC window doesn't resize properly?
Can I run VPC on a Mac with OS X Mavericks (10.9)?
I can enter my username and password, but I can't do anything else. The application hangs or crashes. What can I do?
I am accessing VPC 9.2.2 (or newer) and I am signed into VPC. I received a link to a document in an email. When I click on the link why does it close my VPC session and force me to login again?
Why can't I run VPC on Chrome? I only see a blank gray window.
What do I do if when trying to launch VPC Express I get a message that says my browser is not supported?

1Q. What do I do if VPC does not launch at all?

1A. If you are running Vista, click here first. If you are using IE 7.0, see this first. If you are using IE 8.0, read this first. If you are using IE 9.0, read this first.

If you are using Chrome 42 or newer, see this first.

If you can bring up the VPC index.html page, but you can't launch the application by clicking on the VPC button and the java console doesn't launch, if it is enabled, check to see if the Java plugin version being used by your browser is equal to or greater than 1.6.0_05. To check this, see "How do I find the version of the Java plugin that I am running?"   If it is older than 1.6.0_05, upgrade to the latest, or the latest version your company allows. If you have multiple versions of Java installed, uninstall the older versions. As a general rule, having only one JRE installed is best.

If you are running on a 64-bit system, check to see that the browser and the JRE you are running with are compatible. 64-bit systems come with the 32-bit browser enabled by default. A 32-bit browser requires a 32-bit JRE. Likewise, a 64-bit browser requires a 64-bit JRE. Read this article for more details on this.

If, in addition to the error message above, you also see error messages like "The Java Runtime Environment cannot be loaded " and/or "Several Java Virtual Machines running in the same process caused an error", go here.

If the required version is the only JRE installed and you aren't seeing the additional error messages, you may need to enable Java applet support. Go to Start -> Control Panel. If not already there, switch to the "Classic View" and double-click on Java. In the Java Control Panel, click on the Advanced tab. Depending on the verison of Java or Windows you have, you either have to expand "Applet tag support" or "Default Java for browsers" and make sure the box next to the browser you are using is checked. Click on OK and then restart the browser and re-launch VPC.



Another thing to check is the security level set in the browser. In Internet Explorer, go to Tools, then Internet Options. Select the Security tab. As appropriate select Internet or Intranet. Make sure that the security level is not set higher than Medium-High. If you are using custom levels, you need to ensure that "Scripting of Java Applets" under "Scripting" is enabled.



Also, check to make sure that the Java Plug-in is enabled. In Internet Explorer, go to Tools, then Internet Options. Select the Programs tab and click on Manage Add-ons. Under "Show:" on the lower left, select "All add-ons". Scroll down until you see the section for Sun Microsystems. Check the status of the Java Plug-in. If it is disabled, select the Java Plug-in line and click on Enable in the bottom right corner. You may have to close all browser windows and restart your browser before trying to access VPC again.

If you still can't launch VPC, try clearing out the browser and Java caches. For browser caches:



For the Java cache, go to Start -> Control Panel and double lick on Java. In the Java Control Panel, go to the General tab, and under "Temporary Internet Files" click on "Delete Files...". Make sure you have selected the "Downloaded applets" checkbox and then click on OK. For some versions of Java the instructions are slightly different. In the Java Control panel go to the General tab, and under "Temporary Internet Files" click on "Settings" and in the "Temporary Files Settings" window, click on "Delete Files...". After clearing both caches, restart the browser and re-launch VPC.

If the problem still persists, try removing and reinstalling Java. After removing the current version of Java, it is important to restart your computer before reinstalling a newer version.

2Q. What do I do if I get the error messages "The Java Runtime Environment cannot be loaded " and "Several Java Virtual Machines running in the same process caused an error"?

2A. First, check the version of the Java plugin you are running. If while doing this you get a "command not found" error, remove all versions of Java that are installed, and re-install the latest version available or the latest one allowed by your organization. If the version installed is valid (later than 1.6.0_05), try managing your virtual memory differently. To do this go to Start->Control Panel. If not already there, switch to the "Classic View" and double-click on System. Select the Advanced tab and click on Settings under Performance. Again select the Advanced tab and click on Change under Virtual Memory. Select the system drive (e.g., C:) and select the ‘Size Managed by System’ radio button. Do the same for the other drives. Restart your computer and restart VPC.

If the problem persists, remove all versions of Java that are installed and re-install the latest version available or the latest one allowed by your organization. Restart your computer and restart VPC.

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3Q. What do I do if VPC hangs during Document Check-out, Check-in or Add Documents?

3A. Install the Java Runtime Environment version 1.6.0_05 or newer, though do not install 1.6.0_11. We have found problems with this build. You should remove other versions first. You can download the latest JRE here. If you are unsure of the version of the JRE you are running, see below.

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4Q. How do I find the version of the Java plugin that I am running?

4A. Go to the Start Menu and select "Run...". Enter ‘cmd’ and click on OK. In the CMD window, enter ‘java -version’. This should report the default JRE used by the system and it should be the one used by the browser to launch the VPC applet.

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5Q. How do I enable the Java Console?

5A. Go to the Start Menu and select Control Panel. If not already there, switch to the "Classic View". On Windows 7, next to "View by:" select "Large icons" or "Small icons". Double click on Java. In the Java Control Panel, select the Advanced tab. Expand the Java Console line and select "Show Console". Then click OK. You will need to close all browser windows and relaunch for the Java console to open. You can also right-click on the Java icon in your system tray and select "Open...Console" if "Hide Console" is currently selected in the Java Control Panel.

For Macs

JRE 1.6 - In Finder, go to Applications, then Utilities and launch (double-click) Java Preferences. Select the appropriate row (Java SE 6) for the JRE you are running, and select the Advanced Tab. Under Java Console, select Show Console. Close the window and close all browser windows. Re-launch your browser and open VPC. The java console should open automatically.

JRE 1.7 - In System Preferences, under Other click on the Java icon. This will open the Java Control Panel. Click on the Advanced tab and under Java console, select Show Console. Click on OK. Restart your browser and relaunch VPC.

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6Q. Where can I find the Java console log file?

6A. The Java console contents for troubleshooting purposes can be found in a log file even after your browser is closed. The file name is "plugin"version number".trace". E.g., for Java version 1.5.0_06 the file is called plugin150_06.trace. It is found in: C:\Documents and Settings\"user name"\Application Data\Sun\Java\Deployment\log. E.g., C:\Documents and Settings\Joe User\Application Data\Sun\Java\Deployment\log. Application Data is a hidden folder, so you may have to display it by going to the C:\Documents and Settings\"user name" folder, clicking on Tools, then Folder Options and then the View tab. Click on the "Show Hidden Files and Folders" button and select OK.

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7Q. How do I get IE to open VPC documents with the native application in a different window?

7A. Go to Tools -> Internet Options. Select the Advanced tab. Under Browsing, uncheck the button "Reuse windows for launching shortcuts".

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8Q. Why can't I transfer any files to or from VPC?

8A. If you can logon to VPC and have the appropriate permissions, but cannot transfer any documents, then it is usually one of 3 things:
  1. You have your IE security settings (Tools->Internet Options->Security) set to HIGH, which precludes the VPC app from accessing the local hard drive. You should set your security setting (for Internet or Intranet, whichever is appropriate) no higher than Medium-High.
  2. You may have incorrectly set the certificate authorization to not accept content from Intravation. Check and remove any permanent certificates authorizing Intravation to run java programs. Go to Start->Control Panel and double-click on Java. In the Java Control Panel go to the Security tab and select Certificates, and then the User tab. Remove all certificates for Intravation, restart the browser and when the certificate comes up again, check to authorize Intravation.
  3. It may also be a problem with the jacob DLL file on your system. Please see Question 18.

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9Q. What do I do if I get errors transferring large files with VPC versions prior to 8.0?

9A. When transferring large files with versions of VPC prior to 8.0, an "Out of Memory Error" sometimes occurs. To fix this, see "How do I fix an "Out of Memory" error in the Java console?"

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10Q. How do I fix an "Out of Memory" Error in the Java console?

10A. There are a few different situations which can cause an "Out of Memory Error". It will be seen in the Java console. The JVM needs to be configured to use more memory on the client.

For Java Versions 1.4.x

Open the Control Panel. This is accessed through the Start Menu, but the actual path can vary depending on the level of Windows you are running. For earlier versions of Windows including XP, in the Control Panel, if not already there, switch to the "Classic View". On Windows 7, in the Control Panel next to "View by:" select "Large icons" or "Small icons". In all cases, double click on Java. In the Java Control Panel, select the Advanced tab. At the bottom there should be a field to enter Java Runtime Parameters. Enter "-Xmx256m" after any existing parameters. Hit the Apply button and close the Java Control Panel. Launch the browser again and open VPC. The plug-in should now be configured to use as much as 256MB of memory. You can confirm this in the Java console output. The memory setting needs to be at least twice the size of the file to be transferred. Increase the parameter as needed, but not to exceed half of your system RAM or 512MB whichever is less.

For Java Versions 1.5.x, 1.6.x and 1.7.x

Open the Control Panel. This is accessed through the Start Menu, but the actual path can vary depending on the level of Windows you are running. For earlier versions of Windows including XP, in the Control Panel, if not already there, switch to the "Classic View". On Windows 7, in the Control Panel next to "View by:" select "Large icons" or "Small icons". In all cases, click on Java. In the Java Control Panel, select the Java tab. Click on View in the top panel labeled Java Runtime Environment Settings. Select the row corresponding to the JRE you are currently using and double-click in the Runtime Parameters field. After the existing parameters, if any, enter "-Xmx512m".



Click OK. The new setting won't take effect until you click on Apply or OK in the Java Control panel. Launch the browser again and open VPC. The plug-in should now be configured to use as much as 512MB of memory.

For Macs

JRE 1.4.2 - Go to /Applications/Utilities/Java and launch Java 1.4.2 Plugin Settings.app. In the General tab, enter "-Xmx512m" on the Java Runtime parameter text area and press the Apply button. Launch the browser again and open VPC. This will allow the usage of up to 512 MB of RAM.

JRE 1.5.0 - Go to /Applications/Utilities/Java/J2SE 5.0 and launch JavaPreferences.app. If J2SE 5.0 is selected as the default version to use, then you will see a Java Applet Runtime Parameters area. Enter "-Xmx512m" and press Save. Launch the browser again and open VPC. This will allow the usage of up to 512 MB of RAM.

JRE 1.6 - In Finder, go to Applications, then Utilities and launch (double-click) Java Preferences. Select the line with Java SE 6, then click on Options button. This will open a text box for Applet Runtime Parameters. Enter "-Xmx512m" and press OK. You will need to close all browser windows and then re-launch the browser and open VPC. This will allow the usage of up to 512 MB of RAM.



JRE 1.7 - In System Preferences, under Other click on the Java icon. This will open the Java Control Panel. Click on the Java tab and then View... Select the line with the latest update for 1.7. Double-click in the Runtime Parameters column and after the existing parameters, if any, enter "-Xmx512m". Click on OK. The new setting won't take effect until you click on Apply or OK in the Java Control panel. Launch the browser again and open VPC. The plug-in should now be configured to use as much as 512MB of memory.

You can confirm your selection in the Java console output. You should see a line like this: Max memory for JVM in MB: 494. Note: number will be a little less than 512.



Increase the parameter as needed, but not to exceed half of your system RAM or 512MB whichever is less.

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11Q. Why can't I see VPC Help?

11A. In order for VPC Help to work, you need to disable pop-up blockers for the VPC site. For Internet Explorer 6.0, go to Internet Options and select the Privacy tab. In the Pop-up Blocker panel, you can either uncheck the "Turn on Pop-up Blocker" box, or, to disable only for the VPC site, click on Settings. Add the URL for the VPC site and click on Add. For IE 7.0, go to Tools -> Popup Blocker. Select "Always allow Pop-ups from this site". Alternatively, select "Pop-up Blocker Settings" and then enter the address for the VPC website, and click on Add. For IE 8.0, go to Tools -> Popup Blocker. Select "Pop-up Blocker Settings" and then enter the address for the VPC website, and click on Add. If you are using a third party toolbar, e.g. Google, you will also have to disable the Pop-up blocker for the VPC site. See the appropriate instructions for the installed toolbar.

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12Q. Can I run VPC on the Vista operating system?

12A. Yes, but there are 2 things you may need to do.
  1. The VPC site has to be setup as a trusted site if you are using Internet Explorer. To do this, in Internet Explorer go to Tools -> Internet Options and select the Security tab. Select Trusted Sites and click on Sites. Enter the address of the VPC site and click on Add.
  2. The jacob.dll file has to be copied into the \WINDOWS\system32 folder. The easiest way to get the jacob.dll file is in a browser window enter the address http://(your VPC site)/jacob.dll and hit enter. Save the file into the above folder. If this is not possible, you will have to save it on your desktop first, and then copy and paste it in Windows Explorer to the WINDOWS/system32 folder. When doing so, you may get a warning that you need to provide administrator permission. Click on Continue and it should copy. If not, you will need to log on to your system as an admin and try again.

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13Q. Why can't I run VPC using Internet Explorer 7.0?

13A. VPC will work with IE 7.0. If you are having problems there are a few things you can try.
  1. Make the VPC website a trusted site. To do this, in Internet Explorer go to Tools -> Internet Options and select the Security tab. Select Trusted Sites and click on Sites. Enter the address of the VPC site and click on Add.
  2. Uninstall and reinstall Java. You may need to upgrade Java to the latest level (1.6.0_13 or newer).

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14Q. Why can't I run VPC using Firefox?

14A. Under certain conditions, the JRE update installer does NOT update the Java Plugin for Firefox, and instead leaves the old one in place. The symptoms are that when you try to start up VPC via Firefox you just get a blank gray window. No errors are displayed. This seems to happen with all the JRE 1.5 update installers and Firefox 2.0x. You can tell if the plugin file is old by hovering the cursor over the file and looking at the Java version listed. It should match the version of the JRE that is installed. To resolve this, you need to remove (or rename) the outdated file "NPOJI610.dll" from the Firefox plugins folder, and replace with a COPY of the file with the same name from the Java BIN folder located at: C:\Program Files\Java\jre1.x.x_xx\bin.

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15Q. Why am I getting "beeps" when a new panel, or secondary panel opens or closes?

15A. With certain levels of the JRE, this occurs when you have the next-generation Java Plug-in enabled. The "beeps" often occur, though not always, when you perform an action which causes a secondary panel, such as a "File Save" panel, an alert or information panel to be displayed; or when one of these secondary panels is closed. To turn off the "beeps", Go to Start -> Control Panel. If not already there, switch to the "Classic View" and double-click on Java. In the Java Control Panel, click on the Advanced tab. Expand the "Java Plug-in" entry and uncheck "Enable the next generation Java Plug-in". Click on "OK", and then you will have to restart your browser and, of course, VPC.

Alternatively, you can upgrade your JRE to version 1.6.0_13 or newer.

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16Q. Why can't I run VPC using Internet Explorer 8.0?

16A. VPC will work with IE 8.0, but there is a known incompatibility with the Java Runtime Environment (JRE) 1.6.0_11 that causes the VPC Home (Index) Page to hang and not allow you to launch VPC. If you are seeing this, or a similar problem, do the following:
  1. Check to see if you are running Java Runtime Environment (JRE) of 1.6.0_11 or older. If you are, upgrade to JRE 1.6.0_13 or newer. If you do not know how to check the version of the JRE you are running, click here.
  2. If it is not possible for you to upgrade the JRE at this time, you can instead disable the next-generation Java Plug-in. To do this, go to "Why am I getting "beeps" when a new panel, or secondary panel opens or closes?" and follow the instructions. This should also clear up the hang.

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17Q. What do I do if the Search Results panel is not redrawing properly?

17A. After performing several searches, the search results panel can get hung up and the full window will not be drawn properly. This is due to the JVM getting an "Out of Memory Error" which can be seen in the Java Console. To increase the amount of memory available to the JVM, please see How do I fix an "Out of Memory" Error in the Java console?

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18Q. What do I do if I get an error message saying there is a problem on my system with the jacob.dll file, or if I can't see "Desktop" or "My Documents" in local tree in Copy to Local or Add panel?

18A. For certain functions in VPC, the jacob DLL is required to be in one of three folders on your local system - Windows\System32, JAVA_HOME\bin or user.dir (this is usually the desktop). The first time a user connects to VPC, the DLL is downloaded from the VPC server and saved in one of the 3 folders, depending on user permissions on those folders. It is possible that the jacob DLL was corrupted during the download process.

To fix this you need to remove all copies of the jacob DLL (jacob.dll, jacob-1.14.3-x86.dll or jacob-1.14.3-x64 depending on your system) from the 3 folders mentioned above. It may be easiest to do a search on your C drive for all files containing 'jacob'. All of the ones called jacob.dll or jacob-1.14.3-x86.dll or jacob-1.14.3-x64.dll should be deleted. Close all browser windows, then reopen your browser and launch VPC.

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19Q. I am seeing garbled text on my login screen and my username is garbled when I type it in. How do I fix this?

19A. To fix this on Windows XP do the following:
  1. Go to Control Panel
  2. Select Display
  3. Click on the Effects... button
  4. For the second item, "Use the following method to smooth edges of screen fonts:", change setting to "Standard"
  5. Click on OK, then on OK again
  6. Restart your browser
  7. Restart VPC
To fix this on Vista or Windows 7 do the following:
  1. Go to Control Panel
  2. Select Hardware and Sound
  3. Select Display
  4. Select Adjust ClearType text on the left
  5. Uncheck the box next to "Turn on ClearType" and click Next
  6. Continue with the rest of the prompts and click Finish at the end
  7. Restart your browser
  8. Restart VPC

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20Q. Why does the VPC screen not fill my whole browser window? Or, why does the whole VPC screen not fit in my browser window?

20A. This is most likely because the zoom level of the window has been set to something other than 100%. It is possible to zoom in or out the contents of a browser window by using the zoom function in the browser menu or by shortcut keys (Ctrl +, Ctrl -). With Internet Explorer, you can also change the zoom level on the right side of the status bar at the bottom of the window. Firefox does not show the zoom level in the status bar.

The VPC applet window inherits the initial zoom level from the VPC launch window, so the only fail-safe way to fix the problem is to:
  1. Close the VPC applet window.
  2. Reset the zoom level to 100% on the VPC launch window. The easiest way to do this is by using the shortcut keystroke combination of Ctrl-0, or by manually setting it to 100% in the bottom right corner of the IE browser window.
  3. After setting the zoom level to 100% on the VPC launch window, re-launch VPC. The VPC screen should fill the browser window properly now.

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21Q. Why can't I transfer files between my Mac and the VPC server using Drag and Drop in the Add or Copy to Local panels?

21A. Both Safari and Firefox have dropped support of drag and drop in java applets in more recent versions of their browser for the Mac. See the discussion in this link: https://discussions.apple.com/thread/3228292?start=0&tstart=0.

Support was dropped in Safari 5.1 and Firefox 5.0. Safari 5.0.x and Firefox 3.6.x do not have the problem running on Mac OS X 10.6 (Snow Leopard) and prior releases. It appears that Firefox 3.6 also does not work on Mac OS X 10.7 (Lion). If it is possible to revert to earlier versions of the browsers, that will solve the problem.

Alternatively, starting with VPC 9.0.1-E we have introduced two new methods to accomplish the task of adding files to VPC or copying them to your local system. In the Add panel or Copy to Local panel, select the file, or files, you want to copy (add) in the appropriate tree view. Then you have two choices: 1. hit the CMD key (key next to the space bar) and C (CMD-C); or 2. hold down the Control key, click the mouse and select Copy Actions -> Copy from... from the context menu. Then paste the file by selecting the folder you want the file copied to in the other tree view,and again, you have two options: 1. hit CMD-V; or 2. hit the Control key, click the mouse and select Copy Actions -> Paste to... from the context menu. You can add multiple files at a time by using either the Shift-Control combination (continuous selection) or Cmd-Control combination (individual selection), clicking the mouse and selecting Copy Actions -> Copy from... from the context menu. You can also just use the Shift key or the Cmd key with mouse-click and then hitting CMD-C.

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22Q. What do I do if my VPC window is freezing - it won't accept any input from the mouse or keyboard?

22A. After working for a while, the VPC window can hang up and not allow any input from the mouse or keyboard. This is generally due to the JVM getting an "Out of Memory Error" which can be seen in the Java Console. After confirming in the java console that this is the issue, please see How do I fix an "Out of Memory" Error in the Java console?

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23Q. Why can't I run VPC using Internet Explorer 9.0?

23A. VPC will work with IE 9.0, but if ActiveX Filtering is enabled, the browser won't recognize the Java Runtime Environment. You need to disable ActiveX Filtering either at the browser level or for the VPC website.
  1. To disable it for the browser, open the Tools menu in IE 9 (gear icon on the upper right) and select Saftey. If there is a checkmark next to ActiveX Filtering, then click on it to disable it. There is no need to restart the browser.
  2. If instead you wish to turn off the ActiveX Filtering for just the VPC website, go to the VPC launch page. Click on the "No Through Traffic" icon (blue circle with a line through it) located at the right end of the address bar. In the dialog that pops up, click on "Turn off ActiveX Filtering".

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24Q. Why can't I run VPC on my Mac after a software update?

24A. Certain java updates for Mac OS X disable the java plugin for applets. The java plugin needs to be enabled manually in order for VPC to run. The updates also indicate that if applets are not used for a period of time they will be automatically disabled again. You will need to enable the Java plugin in the browser you are using. Starting with Java for OS X 2012-006, Apple is updating the Apple provided system Java SE 6, but is uninstalling the Apple provided Java applet plug-in from all web browsers. The Java applet plug-in must be downloaded from Oracle and will be based on Java SE 7. After installing Java for OS X 2012-006 or newer, you will need to download and install the latest Java SE 7 update from Oracle in order to run VPC on a Mac. See http://support.apple.com/kb/HT5493 for more details.

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25Q. Why does launching VPC from a link not take me to the file or folder that I was sent a link to?

25A. When clicking on the link in an email that another user has sent to you, it should open up your default browser, go to the VPC launch (index) page and automatically open the VPC Sign-on screen. Once you login to VPC it should bring you to the Welcome Panel of the proposal that the file or folder resides in and highlight the folder or link in the tree view. There are generally two problems that will cause this to fail.
  1. The user logging in must have access to the proposal and at least Read permission on the file or folder. If not, a popup will display a message saying the user doesn't have permission to access the proposal or the document. VPC will only take you as far as you have permission. To fix this the user needs to be given access to the proposal and appropriate permissions on the file.
  2. The other thing to cause this to fail is the pop-up blocker in your browser. It needs to be disabled for the VPC site. If not, when clicking on the link in your email it will only open the VPC launch (index) page in your browser and will not continue further. Clicking on the Virtual Proposal Center button will launch VPC but after logging in the user will not be taken to the proposal and document desired. To disable the pop-up blocker for the VPC Site : For IE 7.0, go to Tools -> Popup Blocker. Select "Always allow Pop-ups from this site". Alternatively, select "Pop-up Blocker Settings" and then enter the address for the VPC website, and click on Add. For IE 8.0, go to Tools -> Popup Blocker. Select "Pop-up Blocker Settings" and then enter the address for the VPC website, and click on Add. If you are using a third party toolbar, e.g. Google, you will also have to disable the Pop-up blocker for the VPC site. See the appropriate instructions for the installed toolbar and/or your favorite browser.

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26Q. What do I do if I get a warning that my Java version is insecure?

26A. For users running Java 7 Update 21 (1.7.0_21) or newer and launching VPC, you are presented with a panel indicating there is a new Java release. The warning indicates that your version of Java is not safe. This is a generic message introduced by Oracle to try to convince Java users to update to the latest version. Most updates include security fixes.

On Windows:


On a Mac:


The user is presented with three options: 1) Update; 2) Block and 3) Later.

If you are permitted to update Java, we recommend choosing this option since the newer versions tend to be more secure.

If you do not have privileges to update your system, they should check the box to avoid future checks and use the "Later" button. That way they can continue with VPC using their current version of Java. Then, at your convenience, have the Java version updated by your IT department.

The "Block" option should not be selected in any circumstances. Selecting the "Block" button creates problems with the ActiveX control used to launch Java in the browser environment. If you have done this open the Java Control Panel, select the Security tab and check the box next to "Enable Java content in the browser". You will have to restart the browser.

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27Q. What do I do if my VPC window doesn't resize properly?

27A. For users running Java 7 Update 25 (1.7.0_25), when you try to resize the VPC window the window frame will resize but the applet will not be redrawn properly and will not fill the whole window.

To fix this go to the Control Panel and click on Java to open the Java Control Panel. Select the Security tab and change the Security Level to Medium. Click on OK. Then relaunch VPC.

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28Q. Can I run VPC on a Mac with OS X Mavericks (10.9)?

28A. Yes, but there are a few things you may need to do.
  1. Ensure that the latest Java is installed on your Mac. To find out if you have Java installed open "About this Mac", click on "More Info...", and then "System Report...". On the left side scroll down to the Software section and click on "Installations". Look for a line that says "Java 7 Update xx". If you don't see one then you will need to donwload and install Java from Oracle. You will want to install Java 7 Update 45 (1.7.0_45) or newer.
  2. The first time you launch VPC after the new OS is installed you may see a message in the VPC window saying Java is blocked for this website. Click on the message and another message is opened saying "Do you want to trust the website...to use the "Java" plug-in?"
    Click on "Trust".
  3. You may also see a security warning asking if you want to "Allow access to the following application from this website". You may only see this when resizing the VPC window. If you do see it, click on "Allow".
  4. When going to a function in VPC that requires access to the local file system you will see an error message indicating that the file system cannot be accessed.

    In Safari, open Preferences. Go to the Security tab and click on the button that says "Manage Website Settings". In the new window that pops up select Java from the list on the left. On the right side you will see the website in which you trusted java to run - your VPC server URL. Click on the pull down menu next to it that says "Allow". Select "Run in Unsafe Mode". In the window that pops up, click on "Trust". Then click on "Done" to apply the change. This setting will only effect your VPC website. It will allow VPC to access the local filesystem. You will have to restart your browser and then relaunch VPC.

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29Q. I can enter my username and password, but I can't do anything else. The application hangs or crashes. What can I do?

29A. First, enable the Java console then re-launch VPC. Try to sign in again. Look in the console output. Scroll through the output. If you see a line containing "java.net.SocketException: Connection reset" and/or a line with "Network Error while connecting to the server", open the Java Control Panel by going to Start -> Control Panel. If not already there, switch to the "Classic View" and click on Java. In the Java Control Panel, select the Advanced tab. Under Advanced Security Settings, uncheck the box next to "Use SSL 2.0 compatible ClientHello format". Click on OK and then restart your browser and re-launch VPC. If the box is already unchecked, then talk to your IT Support about possible network problems.

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30Q. I am accessing VPC 9.2.2 (or newer) and I am signed into VPC. I received a link to a document in an email. When I click on the link why does it close my VPC session and force me to login again?

30A. Starting with VPC 9.2.2, if you are already signed into VPC when you click on a VPC link to a document in an email, it should bring you to the document in VPC without requiring you to login again. However, sometimes there are issues if you have more than one Java Runtime Environment (JRE) installed. Check in the Control Panel/Programs and Features to see if you have more than one JRE installed. If you do, uninstall all but the latest JRE. Restart VPC and try it again.

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31Q. Why can't I run VPC on Chrome? I only see a blank gray window.

31A. Starting with Chrome version 42 (released April 2015), Chrome has disabled the standard way in which it supports some plugins including Java. As of Chrome 42, an additional configuration step is required to continue using Java.
  1. In your URL bar, enter: chrome://flags/#enable-npapi
  2. Click the Enable link for the Enable NPAPI configuration option.
  3. Click the Relaunch button that now appears at the bottom of the configuration page.
Google has stated that they will remove support for NPAPI (required by Java) entirely in September 2015.

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32Q. What do I do if when trying to launch VPC Express I get a message that says my browser is not supported?

32A. If you are trying to access VPC Express in Internet Explorer and you have the VPC site configured to use the Compatibility View, you will see a message like this:



You need to do the following in the browser window which is showing this message:
  1. Click on the browser Tools menu icon and select Compatibility View Settings.
  2. Select the VPC site in the list and click on the Remove button.
  3. Close the panel and the browser will reload VPC Express, without the error.

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