MSHMIS

System 5 Access Troubleshooting Checklist

I.  Hardware Profile (PC) and Workstation Configuration

  1. Operating System is at least XP, Service Pack 3?
  2. Physical installed memory (RAM) is at least 2 GB?
  3. Windows Swap File (Virtual Memory) is at maximum setting?

II.  Internet Connection (free connection speed analysis at www.speedtest.net)

  1. Is download speed at least 2.0 Mbps?
  2. Is Upload speed at least 1.0 Mbps?
  3. If on Wide Area Network, is Border Manager or other security utilities hampering connection to the ServicePoint site?
  4. If on Local Area Network (LAN), is the firewall or other security settings slowing connection to desktop?
  5. Are Ports (8000; 8443) enabled?

III.  Browser Configuration

  1. Supported browser and proper version is being used?
  2. For Internet Explorer 8 (suggested version):
  3. Is Temporary Internet Files folder set to 1024MB or maximum allowed?
  4. Is the browser set to Empty Temporary Internet Files folder when browser is closed (Internet Options - Advanced tab – scroll to Security section)?
  5. Are Trusted sites set with ServicePoint (and ART if used) URLs (see configuration document on MCAH Website)?
  6. Is security level set to low?
  7. Is Require server verification box unchecked?
  8. If Pop-up Blocker is turned on, are ServicePoint (and ART if used) URLs set?
  9. Is security level set to low?
  10. Note: The other option is to turn off Pop-up blocker.
  11. If using Firefox, is it version 3.6.x (Firefox 4 will not be supported until SP 5.4.3 is released)?
  12. Note: The latest release of Google Chrome is the Bowman recommended browser. Safari will also work with good results on the Apple platform.

IV.  JAVA Settings (Note: JAVA is needed only if the Advanced Reporting Tool [ART] is used)

  1. Is JAVA version 6 (at least update 14) being used?
  2. Is the Runtime parameter set based on system RAM (see configuration document on MCAH Website)?
  3. Is the JAVA cache (temporary files) cleared periodically?

V.  Other Tips

  1. Holding down the Ctrl key (on a PC) before clicking “Save to my computer as” to download a report will bypass Pop-up Blocker on most browsers.
  2. Suggest closing other applications when using ServicePoint and/or ART. This is especially important for systems at the lower threshold of capacities based on Bowman System 5 specifications. E-mail clients and database and PDF applications use substantial system resources.
  3. When using Internet Explorer on older systems, suggest logging off of ServicePoint if the session becomes unstable (e.g., screens lock; drop-downs don’t appear; entered data does not appear) and closing the browser. This will clear the browser’s memory cache and should stabilize performance when logging back in with a new browser session.
  4. Third-party utilities that offer proprietary pop-up blockers, clean Windows Registry, provide extra browser protection, etc., can create more complications than benefits. Some of these can actually contain malicious code. This is especially true for some Freeware and Shareware applications. It is suggested that these utilities are avoided.

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Prepared by Michigan Coalition Against Homelessness, June 2011