Trouble Shooting Information

This FAQ document helps describe some common browser and deployment issues we have run into.

I receive a message to get the "Java™ Plugin" how do I do that?
I use Internet Explorer (6.x through 7.x) why does a blank box with a red X appear where the applet should be?
How do I enable the Java™ virtual machine for Windows XP and Vista?
Why don't the calculators appear when I use Firefox or Netscape Navigator?
How do I enable the Java™ virtual machine for Internet Explorer 6 or 7?
I use a Macintosh, which browser do you recommend?

I receive a message to get the "Java™ Plugin" how do I do that?

For detailed instructions on setting up the latest version of the Java Plugin from SUN Mircosystems: Click Here

To go directly to SUN's Java™ Plug-in download site: Click Here.

Please note that on some corporate computers, you may not have the ability to add new software, such as this plug-in. If you are unable to install the plug-in by using the automatic install process, and you are in a corporate environment, you may need to get assistance from your IT support staff.

How do I enable the Java™ virtual machine for Windows XP?

If you are receiving the message "This Financial Calculator requires a Browser with Java™ Support" with Internet Explorer 6.x and above on Windows XP you need to install SUN's Java Plug-in. Virtually all new computers come with Java™ technology preinstalled. However, if you see the message above you will need to download SUN's Java™ Plug-in for Internet Explorer and install it on your Windows XP computer. Fortunately, this is a simple process.

For detailed instructions on setting up the latest version of java: Click Here

To go directly to SUN's Java™ Plug-in download site: Click Here.

Why don't the calculators appear when I use Firefox or Netscape Navigator?

If you don't see the the financial calculator in Firefox or Netscape Navigator you need to enable Java™ on your browser. To enable Java™ follow these steps:

1. Open your browser.
2. Click "Tools" on top menu bar and select "Options" The "Options" dialog box will pop up.
3. In the "Options" dialog box select "Content" icon.
4. Make sure "Enable Javascript", and "Enable Java" check boxes are checked.
5. Click "OK" to close out.

If the current page you are viewing has a Java™ applet (such as one of our calculators) on it, you may need to reload the current page by pressing F5 for it to display.

For detailed instructions on setting up the latest version of Java™ technology: Click Here

To go directly to SUN's Java™ Plug-in download site: Click Here.

If installing and enabling Java doesn't work. Open the java console (you can do this by left clicking the Java icon, which should be on the bottom right of your tool bar and choosing "Open Console"). Look for the error below:

java.lang.NullPointerException
at com.sun.deploy.net.proxy.DynamicProxyManager.reset(Unknown Source)
at com.sun.deploy.net.proxy.DeployProxySelector.reset(Unknown Source)
at sun.plugin.AppletViewer.initEnvironment(Unknown Source)

If you see an error that contains the "DynamicProxyManager" you might need to clear the general.useragent.override, fortunately this is much less painful than it sounds. To do this in Firefox or Netscape, do the following:

1. Open Firefox
2. In the address line stye in the following and hit enter: about:config
3. In the filter line that appears type in: general.useragent.override
4. Right click on the entry and choose "reset"

Close all browsers, and then try reopening a calculator page. Hopefully this will do the trick!

How do I enable the Java™ virtual machine for Internet Explorer 6 or 7?

For detailed instructions on setting up the latest version of Java™ technology: Click Here

I use Internet Explorer (6.x through 7.x) why does a blank box with a red X appear where the applet should be?

There are two possible causes for this issue.

First, you may need to upgrade to the newest version of SUN's Java™ Plug-in to correct this issue. For detailed instructions on setting up the latest version of SUN's Java™ Plug-in: Click Here

Second, if you are accessing the website from inside a company with an Internet firewall, the applets are possibly being blocked by your Network Administrator. While our applets are guaranteed to be 100% safe, some Network Administers setup the firewall to block all applets. If all you see is a blank box with a red X and are sure you have Java™ technology enabled on your computer, this is the problem. Talk to your network administrator and have him allow Java™ applets to be downloaded.

I use Windows NT or Windows 2000 why don't the applets appear?

For detailed instructions on setting up the latest version of SUN's Java™ Plug-in: Click Here

I use a Macintosh, which browser do you recommend?

The Safari browser provides the best support of Java™ applets for the Macintosh. Internet Explorer on the Macintosh uses Apple's "Mac OS Runtime for Java™ MRJ" which has quite a few known issues that can affect the performance of Java™ applets. This can cause issues with redrawing graphics when you scroll up or down a page, and also affects the ability for the applets to display generated reports. These are not issues with Safari that we are aware of.

If you have any additional questions please Contact Us and we'll do our best to assist.

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