Electronic Reports (Cypress) / JEMS - Launch Issue Troubleshooting

This document gives an overview of how to configure Internet Explorer when JEMS or Cypress does not launch correctly.

Incorrect Launch Examples

When JEMS does not launch correctly, the page may look like this:


When the Cypress Desktop Client launch does not launch correctly, the page will look like this, missing the small button needed to launch the app:


Troubleshooting Launch Issues (Internet Explorer)

  1. Check that the pop-up blocker is turned off under:

    • Tools → Internet Options → Privacy
  2. image2.png
  3. Check that ActiveX Filtering is turned off under:

    • Tools → Safety
  4. image4.png
  5. After confirming both of these settings, clear the cache and cookies (Internet Explorer 9, 10 and 11 (Win) - Clearing Cache and Cookies) and relaunch the browser.
  6. The JEMS screen should now automatically launch the login page, and the Cypress screen should display the button to launch the desktop client.

Troubleshooting Launch Issues (Firefox)

  1. Check that the pop-up blocker is turned off under:

    • Menu → Options → Privacy & Security → Permissions
  2. Menu.png
  3. Make sure that the required version of Java is set correctly:

    1. Go to Menu Options → scroll down to Applications.

    2. Under Content Type, locate the entry for JNLP File.

    3. Under Action, select the Use Other option.

    4. From the Select Helper Application dialog, click Browse. Navigate to the directory where the required client Java version is installed and select the javaws executable file.

Keywords:cypress sign login usage launch internet explorer ie issue troubleshoot report jem jems   Doc ID:95856
Owner:Bailey C.Group:DoIT Help Desk
Created:2019-11-15 10:08 CDTUpdated:2019-12-05 10:42 CDT
Sites:DoIT Help Desk
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