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admin:workstations:troubleshooting [2019/03/11 21:59] – [Console Error: Database Connection] tmccannaadmin:workstations:troubleshooting [2024/03/01 15:34] (current) – tlittle
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 ====== Troubleshooting ====== ====== Troubleshooting ======
  
-Follow the steps on this page to verify that your software is up to date and configured correctly, and to collect console messages that support staff will ask for if you need to submit a help desk ticket.+Follow the steps on this page to verify that your software is up to date and configured correctly, and to collect console messages that support staff will ask for if you need to submit a Helpdesk ticket.
  
 <note tip>If you click on any of the screenshots below, it will show you the screenshot in full size.</note> <note tip>If you click on any of the screenshots below, it will show you the screenshot in full size.</note>
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 ===== Check Browser Configuration ===== ===== Check Browser Configuration =====
  
-**1. Make sure your browser is up to date.**+==== 1. Make sure your browser is up to date. ====
  
 In Chrome: In Chrome:
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 [{{  :circ:workstations:firefox-uptodate.jpg?direct&300 | About Firefox}}] [{{  :circ:workstations:firefox-uptodate.jpg?direct&300 | About Firefox}}]
  
-**2. Make sure pop-ups are enabled.**+==== 2. Make sure pop-ups are enabled ==== 
  
 In Chrome: In Chrome:
  
-  - Go to Menu.+  - Go to Menu (3 dots on upper-right).
   - Select Settings.   - Select Settings.
-  - Scroll down to the bottom and click Advanced. +  - Click on Privacy and Security. 
-  - In the Privacy and Security section, click Content Settings. +  - Click on Site Settings. 
-  - Click Popups. (You can also get to this screen by entering <nowiki>chrome://settings/content/popups</nowiki> in your address bar.) +  - Click on Pop-ups and Redirects. (You can also get to this screen by entering <nowiki>chrome://settings/content/popups</nowiki> in your address bar.) 
-  - The main Popups setting should be Blocked. +  - The default Popups setting should be "Don't allow sites to send pop-ups or use redirects." 
-  - Click the ADD link next to Allow. +  - Click the Add button next to "Allowed to send pop-ups and use redirects." 
-  - Type in: gapines.org+  - Type in: [*.]gapines.org
   - Click Enter.   - Click Enter.
  
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 In Firefox: In Firefox:
  
-  - Go to Menu. +  - Go to Menu (3 lines on upper-right). 
-  - Select Options.+  - Select Settings.
   - Click Privacy & Security. (You can also get to this screen by entering <nowiki>about:preferences#privacy</nowiki> in your address bar.)   - Click Privacy & Security. (You can also get to this screen by entering <nowiki>about:preferences#privacy</nowiki> in your address bar.)
   - Scroll down to the Permissions section.   - Scroll down to the Permissions section.
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 [{{  :circ:workstations:firefox-popups.jpg?direct&500 | Pop-ups in Firefox}}] [{{  :circ:workstations:firefox-popups.jpg?direct&500 | Pop-ups in Firefox}}]
  
-**3. Make sure cookies are allowed.**+==== 3. Make sure cookies are allowed. ==== 
  
 In Chrome: In Chrome:
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 [{{  :circ:workstations:firefox-cookies.jpg?direct&400 |Cookies in Firefox}}] [{{  :circ:workstations:firefox-cookies.jpg?direct&400 |Cookies in Firefox}}]
  
-**3. Security Software and Cookies**+//Security Software and Cookies// 
  
 If you have cookies enabled in your browser, but they are disappearing, check your computer's security / antivirus software to see if it may be deleting your cookies on a regular basis. If you have cookies enabled in your browser, but they are disappearing, check your computer's security / antivirus software to see if it may be deleting your cookies on a regular basis.
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 ===== Verify Software Versions ===== ===== Verify Software Versions =====
  
-//This section is only relevant if you are using the Chrome Browser with Hatch.//+<color #ff0000>//This section is only relevant if you are using Hatch.//</color>
  
 **1. Operating System** **1. Operating System**
  
-Hatch will only work with Windows 7, 8, and 10 at this time. If you are going to submit a Help Desk ticket, include the version in your ticket, as well as whether it is 32 or 64-bit. You can find this by:+__Hatch is only supported on 64-bit Windows 10 at this time__. Windows 7 is no longer being supported by Microsoft. To find your version:
  
   - Click on the Windows Start button.   - Click on the Windows Start button.
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 **2. Java** **2. Java**
  
-Verify that the Java Runtime Environment (JRE) is up to date (version 8 update 161 or higher). If you are unsure which version you have, view your computer's list of programs or simply download and install the latest version from:+Verify that the Java Runtime Environment (JRE) is up to date. If you are unsure which version you have, view your computer's list of programs or simply download and install the latest version from:
  
 [[https://www.java.com/en/download/help/windows_manual_download.xml|https://www.java.com/en/download/help/windows_manual_download.xml]] [[https://www.java.com/en/download/help/windows_manual_download.xml|https://www.java.com/en/download/help/windows_manual_download.xml]]
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   - Open up a command window (Start Menu, type in cmd).   - Open up a command window (Start Menu, type in cmd).
   - Type in: java -version   - Type in: java -version
-  - You should see the Java version number listed. If there is a problem, you will see an error message.+  - You should see the Java version number listed. If there is a problem, you will see an error message. (The solution to this is usually to uninstall whatever version of Java you have, and then install the correct version.)
  
 [{{ :circ:workstations:java.jpg?direct&600 |}}] [{{ :circ:workstations:java.jpg?direct&600 |}}]
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 **3. Hatch Program** **3. Hatch Program**
  
-Verify that you are running the correct version of Hatch (0.1.5). You can see this from your computer's list of programs (Control Panel > Uninstall or change a program).+Verify that you are running the current version of Hatch. You can see this from your computer's list of programs (Control Panel > Uninstall or change a program).
  
  
 **4. Hatch Extension** **4. Hatch Extension**
  
-Verify that you are running the correct version of the Hatch Chrome Extension (0.1.5).+Verify that you are running the correct version of the Hatch Chrome Extension (in Chrome) or Add-On (in Firefox). The current version is available for download at: [[https://evergreen-ils.org/egdownloads/]]
  
 +In Chrome:
   - Go to the Menu.   - Go to the Menu.
   - Select More Tools.   - Select More Tools.
   - Select Extensions.   - Select Extensions.
   - Scroll down to Hatch Native Messenger.   - Scroll down to Hatch Native Messenger.
-  - Verify that it is version 0.1.5 and Enabled.+  - Verify that the version is current.  
 + 
 +In Firefox: 
 + 
 +When the Hatch Extension is installed and enabled, a small icon should appear in the top-right corner of the browser: 
 + 
 +[{{ :admin:workstations:hatch-icon.png?200 |Hatch Icon}}] 
 + 
 + 
 +**5. Verify that Hatch is communicating with Java**
  
-When the Hatch Extension is installed and enabled, a small yellow icon should appear in the top-right corner of the browser:+  * Open up a command window (Start Menu, type in cmd). 
 +  * First, enter this (followed by pressing Enter): 
 +<code> 
 +cd %ProgramFiles(x86)%\Hatch 
 +</code> 
 +  * Then, enter this (followed by pressing Enter): 
 +<code> 
 +hatch.bat test 
 +</code>
  
-[{{ :circ:workstations:hatch-icon.png?200 |Hatch Icon}}] 
  
 +The response will tell you if it tested successfully or if Hatch is having a problem communicating with Java on your system.
 ===== Clear Cache ===== ===== Clear Cache =====
  
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 **In Chrome:** **In Chrome:**
 +
 +You can copy and paste this into the address bar of your browser: 
 +
 +<code>chrome://settings/clearBrowserData</code>
 +
 +Or...
  
   - Go to Menu.   - Go to Menu.
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 **In Firefox:** **In Firefox:**
  
 +You can copy and paste this into the address bar of your browser:
 +
 +<code>about:preferences#privacy</code>
 +
 +Or...
   - Go to Menu.   - Go to Menu.
   - Select Options.   - Select Options.
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 [{{  :circ:workstations:firefox-cache.jpg?direct&500  |Clearing Cache in Firefox}}] [{{  :circ:workstations:firefox-cache.jpg?direct&500  |Clearing Cache in Firefox}}]
  
-===== Clear Cookies =====+===== Clear Site Cookies =====
  
-If you log in and see a blank page with the green bar across the top (aka, the "white screen of death"), but nothing else will load, you may need to clear your browser's cache and cookies.+If you log in and see a blank page with the green bar across the top (aka, the "white screen of death"), but nothing else will load, you may need to clear your browser's cache and selected site-specific cookies.
  
-<note warning>Before you clear cookies, be aware that clearing cookies in Firefox will cause you to lose your registered workstations, print settings, and local settings. This will also occur in Chrome unless you are using Hatch to store those settings.</note> +<note warning>Before you clear cookies, be aware that doing so will cause you to lose your registered workstations and the settings associated with those workstations. If you register a new workstation with the same name as the previous workstation, most of your settings will be retrieved.</note> 
  
 **In Chrome:** **In Chrome:**
  
-  - Click on the menu icon (three vertical dots in upper-right corner) and then History (or, CTRL-H). +To clear cookies for a specific site:  
-  - Click Clear Browsing Data. +  - Go to the site you want to clear cookies for (eg, gapines.org). 
-  - Check the box next to "Cached images and files." +  - Click the lock icon to the left of the URL. 
-  - Click the Clear Data button. +  - Click **Cookies and site data**. 
-  - Enter this address in your address bar: <nowiki>chrome://settings/siteData</nowiki> +  - Click **Manage on-device site data**. 
-  - Use the trashcan icon to remove the cookies for gapines.org +  - Click the trash can icon next to the site you'd like to clear cookies for, and then click **Done**. 
-  - Return to [[https://gapines.org/eg/staff|https://gapines.org/eg/staff]]+  - You will be prompted to register a workstation when you next log in. Workstation registration is limited to LocalAdmin, LibraryManager, and CatCoord accounts. If you register it using the same workstation name that was previously used, then most settings will be restored. 
  
-If you have Hatch installed, use these directions to reconnect your browser to Hatch:+**In Firefox:**
  
-  - Log in with a LibraryManager or LocalAdmin account. +To clear cookies for a specific site:  
-  - Create a workstation and click Use Now to log in again. +  - Go to the site you want to clear cookies for (eg, gapines.org). 
-  - Navigate to Administration > Workstation > Print/Storage Service ("Hatch"). +  - Click the lock icon to the left of the URL. 
-  - Check all three boxes. +  - Click the option under **Site information**. 
-  - Click on the Home icon. +  - Click on **More information**. 
-  - You will be returned to the workstation registration screen again - click Use Now to log in again. +  - Under **Security > Privacy & History**, click **Clear Cookies and Site Data**. 
-  - Your local settings should now be restored. +  - You will be prompted to register a workstation when you next log in. Workstation registration is limited to LocalAdmin, LibraryManager, and CatCoord accounts. If you register it using the same workstation name that was previously used, then most settings will be restored. 
- +
-**In Firefox:**+
  
-  - Click on the menu (three stacked lines in the upper-right corner). +**If you are using Hatch:**
-  - Click Options. +
-  - Click Privacy & Security. +
-  - In the Cached Web Content section click the Clear Now button. +
-  - In the History section, click "remove individual cookies." +
-  - Scroll down, select the gapines.org cookie folder, and click Remove Selected. +
-  - Return to [[https://gapines.org/eg/staff|https://gapines.org/eg/staff]] (you will need to set up a new workstation).+
  
 +You may need to reconnect Hatch after clearing cookies. 
 ===== Retrieve Console Messages ===== ===== Retrieve Console Messages =====
  
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   - Go to Menu.   - Go to Menu.
   - Select More Tools.   - Select More Tools.
-  - Select Developer Tools. (This will open a pane on the right-side of your browser.)+  - Select Developer Tools. (This will open a pane on the right side of your browser.)
   - Select the Console tab.   - Select the Console tab.
   - Change the "Default" dropdown to be sure that Verbose is checked.   - Change the "Default" dropdown to be sure that Verbose is checked.
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 [{{ :circ:workstations:local-db-ff.jpg?600 |Clearing database in Firefox}}] [{{ :circ:workstations:local-db-ff.jpg?600 |Clearing database in Firefox}}]
  
-===== Console Error: Unable to getItem from Hatch ===== 
- 
-If the browser console gives a message such as "Unable to getItem from Hatch: [field name]. Retrieving item from local storage instead," it usually means that something Hatch-related has changed (settings, reinstallation, disabled/enabled, etc.) and the browser can no longer find the place where a local setting had been stored. Please try these steps: 
  
-  - Administration > Workstation > Print/Storage Service ("Hatch") 
-  - Click the "Copy Local Storage Settings to Hatch" button. 
-  - Log out and log back in again to check if the problem has been resolved.  
admin/workstations/troubleshooting.1552341571.txt.gz · Last modified: 2019/03/11 21:59 by tmccanna