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Trouble shooting

Trusted sites

The log in page for the CMS first makes these checks: you have the correct browser (IE 6.0 or above); that cookies are enabled for app.ukasp.net; that popups are not blocked for the site app.ukasp.net; that scripting is enabled.

If the log in screen indicates a problem this can usually be fixed by simply adding app.ukasp.net to your 'Trusted sites' in Internet Explorer. To do this:

  • Go to the log in page
  • In Internet Explorer click Tools -> Internet Options -> Security
  • Click 'Trusted sites'
  • Click the 'Sites' button
  • You will see the address http://app.ukasp.net in the box at the top. If it is not there, type it in exactly.
  • Make sure 'Require server verification ... ' is unchecked.
  • Click the 'Add' button then 'Close', then 'Cancel'
  • Refresh the page using the refresh button in Internet Explorer or F5 on your keyboard.

Norton Internet Security

Norton can cause many strange problems with websites, including the CMS.

We have specifically found problems with the 'Norton Add On Pack' which includes parental controls. 'Norton Add On Pack' can scramble the CMS to the extent that after entering your username and password you see a screen that indicates a 'server error'. This is not in fact an error with the CMS but is caused the the 'Norton Add On Pack'.

The 'Ad Blocker' in Norton Internet Security must be disabled for the site app.ukasp.net. If 'Ad Blocking' is enabled, when you click 'Edit website' you will see the message 'Loading your website ...', but your website will never load. Note: after disabling 'Ad blocking' you may need to delete your cache, to do this see item (1) below.

ZoneAlarm

If you are using ZoneAlarm, add the URL app.ukasp.net to your "Site List" under the "Privacy" tab and allow all items. See screen shot below. Failing to do this may mean that you cannot log in or use some of the functions of the system.


Popup blockers

Popup blockers are designed to prevent new windows from appearing when you didn't ask for them. Sadly, many popup blockers do not work properly and may block new windows invoked from a right-click (i.e. they block it even though you asked for it!). Make sure any popup blockers you have installed do not block 'popups' from the url app.ukasp.net

Many security programmes, browsers and toolbars have popup blockers built in. As a general rule, to avoid problems with other websites, only use one popup blocker, turn all the others OFF. We recommend that if you do use a popup blocker, use the one that is built into Internet Explorer and turn all other popup blockers off.

Cookie blockers

Ensure that cookies are allowed for the site app.ukasp.net

Internet Explorer add-ons

There are a great many toolbars and other add-ons for Internet Explorer. We recommend that these are not installed as they can interfere with the operation of Internet Explorer and may cause privacy concerns.

To use Internet Explorer without any add-ons go to:

Start -> Programs -> Accessories -> System Tools -> Internet Explorer (No Add-ons)

Reset Internet Explorer settings 

You can Reset Internet Explorer's settings. First, read this article:

How to use Reset Internet Explorer Settings (RIES):
http://support.microsoft.com/kb/923737

Then, in  Internet Explorer, go to:

Tools -> Internet Options -> Advanced
Then click 'Reset'

Note that this will delete AutoComplete data such as passwords.

Memory running low?

If your PC is low on memory this may cause unpredictable problems with the CMS.

To check available memory on your PC, open the task manager (Control+Alt+Delete), click 'performance' and check the 'FP Usage' against the 'Total memory' (under 'Physical Memory').

Although you may have a large amount of memory installed, you may find that one or more programmes are 'hogging' a large portion of available memory.

Still having trouble?

If you are still having trouble logging in to the website editor or it is not operating as it should, follow this guide one step at a time. Make a note of your original settings and re-test after each step.

Some settings in Internet Explorer or third party security or privacy programs can interfere with the normal operation of Internet Explorer. The website editor is reliant on a fully operational version of Internet Explorer.

  1. Delete your cache. The cache is Internet Explorer's temporary store of internet pages. In Internet Explorer go to:
    Tools
    Internet Options
    then click the "Delete Files" button
    if you have IE 6.0 or above you will also see a "Delete Cookies" button, click this too.

    This operation may take some time if you do not regularly delete your cache.

  2. Temporarily turn off all firewalls, security programs, popup blockers etc..
    If this clears the problem, turn each one back on until you find the cause of the problem. 

  3. In Internet Explorer go to: 
    Tools
    Internet Options
    Security
    then click the "Default level" button  

  4. In Internet Explorer go to:  
    Tools
    Internet Options
    Privacy
    then click the "Default" button  

  5. In Internet Explorer go to:  
    Tools
    Internet Options
    Advanced
    then click the "Restore defaults" button

  6. If the above doesn't work the problem may be due to "spyware" that has infected your system. Spyware, is used by unscrupulous advertisers to track your online habits and poses a serious security risk. An example is "Hotbar", which interferes with the operation of the editor, creating unwanted extra spaces.

    In this case we recommend installing a reputable spyware removal tool such as PestPatrol. Exercise caution in your choice, some free so-called spyware removal tools actually install their own spyware.

    Microsoft now have their own AntiSpyware software. This is BETA software (means it's not fully tested yet). You can download it at:
    http://www.microsoft.com/downloads/details.aspx?FamilyID=321cd7a2-6a57-4c57-a8bd-dbf62eda9671&DisplayLang=en

Don't use "refresh" or "back"

The CMS uses frames for each of the functions (such as pictures, files, editor etc), so once they are loaded they appear instantly using the links at the top of the screen. Any actions that cause a page refresh will log you out of the CMS. If you get logged out when you did not expect to, it is because you inadvertently pressed ALT+LEFT ARROW (back) or F5 (refresh) on your keyboard.