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 setup config

Incorrect Launch Examples

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

image1.png

In Internet Explorer, the following error may also be encountered while launching JEMS: 

Block Software - Interent Explorer

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:

image3.png

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.
     
      1. In Internet Explorer, click Tools – Internet Options
Internet Options

       2. click the Security tab – Custom Level button  Security Tab

3. In the Active-X section, set the following: 

  Allow ActiveX Filtering - DISABLE, Download signed ActiveX Control – PROMPT (although some say ENABLED), Download unsigned ActiveX Control – PROMPT,  Initialize and script ActiveX controls not mark as safe – PROMPT,  Run ActiveX and Plug-ins -ENABLE,  Script ActiveX controls marked as safe for scripting – ENABLED  Active X

4. Click OK and Apply and OK

Ok

  5. Restart the browser

Troubleshooting Launch Issues (Firefox)

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

    • Menu → Options → Privacy & Security → Permissions
  2. Menu.png
    Popup.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.