CityGuide DMS - Documentation - Problems

 
Every release version of CityGuide DMS is thoroughly tested prior to its launch. In case you still find problems while executing certain program functions, please read the following sections.
 

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In case you still find problems while executing certain program functions, please contact our Online-Support, we will help you to find a solution.

 
 
 
 Problems - Java

 
To be able to use CityGuide DMS, Java needs to be installed on the user's local computer.

 
If this should not be the case or if problems with the usage of CityGuide DMS related to an already existing Java-installation occur, then the following sections provide a manual for the correct Java-installation and -configuration.

 
 
 
 Java - Update-Information

 
Important Note:

Due to a fundamental change in Java's technology from version Java 6 Update 15 onwards, certain programme functions, such as routing/drawing/search etc. cannot be implemented as before.

Details can be found here:

http://www.java.com/en/download/help/new_plugin.xml

This problem can be rectified by opening the Java Control Panel on your computer (this is found as an icon on the Windows Control Panel); clicking on “Advanced“ and then “Java Plug-in“ and unchecking the box marked “Enable the next-generation Java Plug-in“. You must then restart your browser.

Java 6 Update 14 users are unaffected. Information about the Java version currently running can be found in the Java Control Panel by opening “General“ and clicking on “About“.

Irrespective of the interim solution described above, we are now also able to provide all customers and operaters with various software updates, compatible with the newest Java technology !

 
 
 
 Java - Download

 
To be able to use CityGuide DMS, the so called JRE (Java Runtime Environment) is needed. It's currently available for the following operating systems:

  • Windows,
     
  • Solaris,
     
  • Linux and
     
  • Apple.

The latest (but also older) JRE-versions for the operating systems listed above can be downloaded amongst others from http://www.java.com/en/download/manual.jsp. Please download the JRE-version which corresponds to your operating system.

We recommend to always use the latest JRE-Version. CityGuide DMS runs also with older JRE-versions, but some functionality (which require newer JRE-versions) might then not be available.
 
 
 Java - Installation

 
After downloading an appropiate JRE-version, Java needs to be installed.  

The details for the Java-installation can be accessed here; just click on the link with the title Instructions for the corresponding operating system.

The most important help-sites for the Java-installation are listed below:  

 
 
 
 Java - Activation in the browser

 
After a successful Java-installation, one must ensure, that the usage of Java is activated/ enabled in the browser.

Therefore we now explain, how Java can be activated on the most popular browsers (Internet Explorer, Mozilla/ Firefox, Opera and Safari) in their latest versions:  

Internet Explorer
(prior to version 7.0)		 Click on the menu Tools and select the entry Internet Options. In the appearing window select the tab Security. Here click on the option Internet and Custom level.... In the appearing list search for the entry Scripting and make sure, that for the subentries Active Scripting and Scripting of Java-Applets the option Enable or alternatively Prompt is selected.
 
Internet Explorer
(from Version 7.0)		 Click on the menu Tools and select the entry Internet Options. In the appearing window select the tab Programs. Click on the button Manage Add-ons. In the appearing list search for the entry corresponding to Java (e.g. Java Plug-in 1.6.0_05) and select it. In the area below the option Enable needs to be selected.
 
Mozilla/ Firefox Click on the menu Tools and select the entry Options.... In the appearing window select the tab Content. Here the option Enable Java must be activated.
 
Opera Click on the menu Tools and select the entry Preferences.... In the appearing window select the tab Advanced. Click on the entry Content on the left. On the right side the option Enable Java must be selected.
 
Safari Click on the menu Edit and select the entry Preferences. In the appearing window select the tab Security. Here the option Enable Java must be enabled.
 
 
 
 Java - Usage in the browser

 
If you start CityGuide DMS within the Internet Explorer, it may occur, that security-hints are shown in the upper window-area. These can be permanently disabled as follows:

  • Select the entry Internet Options in the menu Tools and there the tab Advanced.

  • The option Allow active content to run in files on My Computer must be activated. 

  • The option Allow active content from CDs to run on My Computer must be activated. 

 
 
 
 Java - Firewall

 
If (in the online-modus) CityGuide DMS doesn't start in your browser despite of a working Java-installation, the preferences of your local firewall need to be checked.

Please make sure, that the firewall doesn't block HTTP-messages (by default on port 80) or alternatively just enable the corresponding URL for the CityGuide DMS-program in your firewall.

You can find further information in the manual of your firewall.

 
 
 
 Java - Memory

 
If you want to use a high screen resolution or a scale print, you might have to increase the available memory for Java. The Java-Plugin allows you to adjust memory usage in its preferences.
 

Under Microsoft Windows please proceed as follows:
 

  • Open Start/Settings/System Control/Java.

  • Click on the control panel Java. 

  • Click on Java Applet Runtime settings/View. 

  • Configure the following value for the Java Runtime parameter of your plugin:

    -Xmx256m

 
Close the Java Settings window and restart the application.


Under Ubuntu Linux please proceed as follows. Please execute the described steps in a similar way for other Linux-distributions.
 

  • System/Properties/Sun Java 6 Plugin Control Panel. If you are not logged in as a root-user, you are asked to enter your root-passwort. 

  • Click on the control panel Java. 

  • Click on Java Applet Runtime settings/View. 

  • Configure the following value for the Java Runtime parameter of your plugin:

    -Xmx256m

 
Close the Java Settings window and restart the application.

 
Please execute the described proceeding in a similar way if you are using another operating system.

 
 
 
 Java - Cache

 
Problems with CityGuide DMS can also be caused by the Java-Cache. If e.g. different CityGuide DMS versions are used, it could happen, that files are stored on the local computer, which impede the correct starting of CityGuide DMS.

 
If you want to delete the Java-Cache on Microsoft Windows, please follow these instructions:

  • Open Start/Settings/System Control/Java. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window click on Delete Files....

  • A window appears, in which the options Applications and Applets (if activated) and Trace and Logfiles should be selected. Click two times on OK.

  • Please restart the CityGuide DMS application.

 
You can also completely deactivate the Java-Cache, so that no files are locally stored:

  • Open Start/Settings/System Control/Java. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window, make sure that the option Keep temporary files on my computer. is not selected.

  • Select OK.

 
If you don't want to completely deactivate the Java-Cache, but instead increase or decrease the space for the Java-Cache, you need to execute the following steps:

  • Open Start/Settings/System Control/Java. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window, make sure that the option Keep temporary files on my computer. is selected.

  • In the middle area you find the category Set the amount of disk space for storing temporary files:. Here you can adjust the disk space in MB via slider or numeric stepper.

  • Select OK.


 
If you want to delete the Java-Cache on Ubuntu Linux, please follow these instructions. Please execute the described steps in a similar way for other Linux-distributions.

  • Open System/Properties/Sun Java 6 Plugin Control Panel. If you are not logged in as a root-user, you are asked to enter your root-passwort. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window click on Delete Files....

  • A window appears, in which the options Applications and Applets (if activated) and Trace and Logfiles should be selected. Click two times on OK.

  • Please restart the CityGuide DMS application.

 
You can also completely deactivate the Java-Cache, so that no files are locally stored:

  • Open System/Properties/Sun Java 6 Plugin Control Panel. If you are not logged in as a root-user, you are asked to enter your root-passwort. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window, make sure that the option Keep temporary files on my computer. is not selected.

  • Select OK.

 
If you don't want to completely deactivate the Java-Cache, but instead increase or decrease the space for the Java-Cache, you need to execute the following steps:

  • Open System/Properties/Sun Java 6 Plugin Control Panel. If you are not logged in as a root-user, you are asked to enter your root-passwort. 

  • Click on the tab General. 

  • In the category Temporary Internet Files select Settings.... 

  • In the appearing window, make sure that the option Keep temporary files on my computer. is selected.

  • In the middle area you find the category Set the amount of disk space for storing temporary files:. Here you can adjust the disk space in MB via slider or numeric stepper.

  • Select OK.

 
Please execute the described proceeding in a similar way if you are using another operating system.

 
 
 
 Java - Console

 
We recommend to enable the Java-Console during the usage of CityGuide DMS to be able to better analyze and resolve potential Java-problems. Under Microsoft Windows please proceed as follows:

  • OpenOpen Start/Settings/System Control/Java. 

  • Click on the control panel Advanced. 

  • Double-click on the entry Java-Console. 

  • Please make sure that the entry Enable console is selected.

 
Under Ubuntu Linux please proceed as follows. Please execute the described steps in a similar way for other Linux-distributions.

  • Open System/Properties/Sun Java 6 Plugin Control Panel. If you are not logged in as a root-user, you are asked to enter your root-passwort. 

  • Click on the control panel Advanced. 

  • Double-click on the entry Java-Console. 

  • Please make sure that the entry Enable console is selected.

 
Please execute the described proceeding in a similar way if you are using another operating system.

 
 
 
 Java - Support

 
If you couldn't solve a problem with CityGuide DMS related to Java with the descriptions in the sections above, please send an email to support@webnologic.com.

Please provide a short error description and include the content of the Java-Console.

 
In some cases it can also be helpful to take a screenshot of the application together with dialogue windows that contain error messages and attach it in the email. In order to do this press one of the following key combinations:
 

Windows ALT+PRINT
MAC OS COMMAND+SHIFT+3
Linux KDE CTRL+PRINT

 
Open a graphics program and paste the screen shot from your clipboard into a new image. Save the screen shot as a "GIF"-image file.

 
In case you have questions or suggestions regarding this subject, feel free to contact our customer-support. We are looking forward to answer your questions.
 
 

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Fon: (+49) 0261-9732370 - Fax: (+49) 0261-9732759 - Mail: info@webnologic.com
Last updatet on 03.11.2009 by wmf