Troubleshooting the Web Connector

While loading the Gallant VPS2.0, some customers may face difficulties or performance issues based on their local configuration and system setup. Mentioned below is a troubleshooting guide that will help you pin-point the right error to find the right solution. Common issues that may be experienced with the users are:

• Issue 1.    Browser slows down drastically, freezes, or becomes unresponsive
  
• Issue 2.    The java application stops loading or does not navigate further and / or connection timed out in the Java application
  
• Issue 3.    NX Applet has been aborted or VPS applet has been aborted
  
• Issue 4.    Sudden rise in CPU usage and system’s resources
  
• Issue 5.    Sudden screen flickering and/or system freeze
  

Browser slows down drastically, freezes, or becomes unresponsive

Usually the browser behavior in terms of performance is based on the content that is run and/or stored in the browser. Please check for the following:

Check for the latest version of java

Firstly, the new VPS2.0 uses the java platform and hence it is suggested to check for the right version of java. Go to the following website to check for the latest version
     Test Java Link: http://java.com/en/download/help/testvm.xml

• It is always recommended to upgrade to the latest version and after upgrading, please proceed to “Check for Multiple Installations”. If java is not found on your machine, please install it from

    Download Java Link: http://www.java.com

Check for Multiple Installations

When updating to the latest version of java, it is easy for the java installation to become corrupted or confused. Therefore, it is suggested to uninstall any old versions first.

• To remove the older versions, navigate to the Control Panel and then select ‘Add or Remove Programs’ [in windows XP] or ‘Program and Features’ and then ‘Uninstall a program’ [in Windows Vista/Windows 7]
• In the listed programs, please navigate to the older version of java and uninstall that version. Also make sure there is no folder or old files related to that java in your c-drive. Now restart your machine and download the latest version from “Download Java Link.”
• After installing the latest version, please navigate to the “Test Java Link” to see if the installation went through successfully.

If this issue still persists, please navigate to “Clearing Browser Data.”

The java application stops loading or does not navigate further

The java application (java applet) requires a minimum of 128MB of free memory to perform well, and hence it is suggested to avoid running very many large applications.  If your applet outright stops loading, fails to load, or fails the start your session, please follow the following steps to solve the problem.

• As a first step, please go through the “check for the latest version of java” to make sure java is installed.
• Secondly, please make sure that the browser is updated.
• Third, clear your cache.  In most of the browsers that are available, the system saves data locally while browsing the internet. This is known as Cached-Data and temporary internet files. It is highly recommended to clear this regularly for optimal performance.
• Before proceeding to clearing browser data, please delete a folder “.nx”. In order to navigate to this folder, go to:
  
  • Select ‘My computer’ [in XP] or ‘Computer’ [in Vista] and then go to the “c:/” drive. 
  • In Windows XP, navigate to the folder “c:\Documents and Settings\\” or in Windows Vista/Windows 7, navigate to the folder “c:\Users\\AppData\ LocalSettings\” and locate the folder “.nx” and delete the entire folder with its contents.
    
• If the java applet is still not functioning properly, please clear your cached data.  The process for doing this varies depending on your browser:
  
• Firefox
  
• Chrome
  
• Internet Explorer
  
• Safari
  
• Opera
  

For Google-Chrome Browser [Latest Version 3.0.195.38]
Click the Wrench icon on the top-right position, next to address bar. Select the “Clear Browsing Data” option and check the following options:
i.    Clear Browsing Data
ii.    Clear Browsing History
iii.    Clear Download History
iv.    Empty Cache
v.    Delete Cookies [unless you specifically need them]
vi.    Under the “Clear data from this period”, select everything option and go ahead by clicking the “Clear Browsing Data” button and then restart your browser.
Tip: In chrome, if you hit shift + esc, you can see which tab is taking the highest amount of resources and then you can identify the trouble-causing websites and act accordingly.

For Firefox Browser [Latest Version 3.5]
i.    Click on the Tools in the top menu bar of the browser. Select the Clear Recent History option and then in the new window that pops up:
ii.    Select ‘Everything’ in the “Time Range” and check the following as well
iii.    Browsing & Download History
iv.    Cookies [unless you specifically need them]
v.    Cache
vi.    Form and Search History [unless you specifically need them]
vii.    Then select the “Clear Now” option

For Internet Explorer [Latest Version 8]
i.    Press the Alt key to unhide the top menu bar and navigate to the Tools option and select the “Delete Browsing History”. Now select the option of “Delete files” for the following list of the items:
ii.    Temporary Internet Files
iii.    Cookies [unless you specifically need them]
iv.    History
v.    Form data [unless you specifically need them]
vi.    Apply the above settings


For Opera-Browser [Latest Version 10.10]
i.    Navigate to the Tools option on the Top menu bar of the browser and select “Delete Private Data”. Now in the new window, select the following:
ii.    Click on the arrow icon for the ‘Show Detailed Options’ and check the following
iii.    Delete Temporary Cookies [unless you specifically need them]
iv.    Delete Entire Cache
v.    Clear History of Visited pages
vi.    Clear History of Downloads
vii.    Clear Bookmarked Visited Time
viii.    And then, click on ‘Empty Now’ option for the settings to apply.
Tip 1: Make sure that you clear your browsing data at least once every 10 days, for optimal performance of your browser.
   

For Safari browser for Windows [Latest Version 4.0.4]
i.    Select the “Gears” icon on the top-right part of the browser and select the “Reset Safari” label.
ii.    In the new pop-up window for Reset Safari please select the following items:
iii.    Clear history
iv.    Remove all webpage preview images
v.    Empty all cache
vi.    Clear the downloads window
vii.    Remove all website icons
After selecting the above aforementioned items, please click on the reset button to remove all temporary files generated by the browser. If the issue still is not fixed, please navigate to “DiskCleanUp”.

NX Applet has been aborted or VPS applet has been aborted

    In some cases, where the NX applet displays the message “NX Applet has aborted and / or VPS applet has been aborted”, please make sure to

• Clear the browsing history on your browser. You can select “Clear Browser Data” for the how-to instructions
• Perform a disk clean up procedure to ensure that the system’s resources are readily accessible for the applet. You can select “DiskCleanUp” for the how-to instructions.
• Please ensure that the firewall is not blocking the NX application. You can navigate to the control center of your Firewall Software and navigate to the “Rules” option. Please ensure that the NX Applet has been allowed access.

Note: There might be different options for your firewall software and so you must refer to your firewall’s guide for Setting up Rules for Internet Based Applications.


Sudden rise in CPU usage and system’s resources

• For the first step, please make sure to “check for the latest version of java” and also perform the “Clearing Browser Data” prior to the following set of instructions.
• Secondly, high amount of CPU power is utilized by the operating system when there is excess temporary data in the system. Unnecessary system files are generated by the Operating system while applications are in use. This affects the performance and usability of the machine. Hence it is suggested that you perform this “DiskCleanUp” at least once a month to ensure optimal system performance.
  
  • Navigate to “My Computer” [in XP] or “Computer” [in vista and 7] in the start menu.
  • Select and Right-Click the ‘C:/’ drive or the primary drive in which the Operating System has been installed and navigate to properties.
  • Go to the disk cleanup utility in the first tab. It takes less than two minutes to list up the files that can be cleared of the system’s memory. And once the files are displayed please make sure the following are checked:
  • Temporary Internet Files
  • Hibernation File Cleaner
  • Recycle bin [unless you specifically need them]
  • Setup Log Files
  • Temporary Files
  • Thumbnails
  • Per user Archived Windows Error Report
  • System Archived Windows Error Report
  • After checking the aforementioned options, click the ok button to initiate the cleanup process. It is going to take several minutes for this operation to complete.

NOTE: After the DiskCleanUp, please make sure that the system is restarted immediately.

Sudden screen flickering and/or system freeze

• In rare cases, some of the display drivers tend to get corrupted which makes java consume more system resources or result in screen display issues.
• In order to fix this issue, please navigate to the following website, which provides very thorough instructions for windows users: http://www.playtool.com/pages/installgraphics/install.html
  
• After installing/updating the display drivers on your machine, please restart your computer.
  

DISCLAIMER: WE PROVIDE THESE INSTRUCITONS AS A COURTESY AND WE ARE NOT RESPONSIBLE FOR ANY LOSS OF DATA OR ANYHTING THAT MAY RESULT WITH THE ABOVE SET OF ACTIONS