Troubleshooting Immusion Web Applet
Our web viewer has been extensively tested on a variety of operating system/browswer/java combinations but, occasionally, users can experience problems. Here are some of the most common issues users run into with our web viewer:
Slow computer or internet connection
This viewer requires that a Java Runtime Environment (JRE) be installed on your machine (version 1.5 or later). For most users, this requirement will have already been met (no action required). If this viewer does not work for you, however, then you may be one of the exceptions. If this is the problem, you typically will see only a small red 'X' in the upper left of the viewer. For further confirmation that this is your issue, please visit this link from Sun which will tell you definitively whether or not you have a JRE installed.
Resolution: Please use extra paitence.
Java Runtime Environment (JRE) is not installed on the client machine
This viewer requires that a Java Runtime Environment (JRE) be installed on your machine (version 1.5 or later). For most users, this requirement will have already been met (no action required). If this viewer does not work for you, however, then you may be one of the exceptions. If this is the problem, you typically will see only a small red 'X' in the upper left of the viewer. For further confirmation that this is your issue, please visit this link from Sun which will tell you definitively whether or not you have a JRE installed.
Resolution: Install the latest JRE from Sun's website.
Java Runtime Environment (JRE) version is too old
Our web viewer will typically work on any platform that has a JRE installed (version 1.5 or later). This link from Sun which will tell you what JRE version you have installed.
Resolution: Install the latest JRE from Sun's website.
32 Bit Intel or PowerPC Macintosh
Sun/Apple no longer releases new JREs for these older machines. The latest JRE version is 1.5.x. While our web viewer does work with JRE 1.5.x on other platforms, this Mac-only version contains a bug that prevents it from working.
Resolution: None available.
Miscellaneous
It is very rare, but Java's caching mechanism can sometimes cause Java applets to work incorrectly. Sometimes you can resolve these types of issues by simply pressing your browser's "refresh" button. If that doesn't work, then try deleting Java's cache files. You can do this by following these steps:
- Open the Java Control Panel. On Windows, you can access the Java Control Panel by double clicking on on the "Java" icon in the Windows Control Panel
- From the "Temporary Internet Files" section of the "General" tab, click on the "Settings" button
- Press the "Delete Files..." button
- Place a check next to each type of temporary file and press "OK"
Resolution: Delete Java's temporary cache files as described above.
Java Runtime Environment (JRE) version is too old
Our web viewer will typically work on any platform that has a JRE installed (version 1.5 or later). This link from Sun which will tell you what JRE version you have installed.
Resolution: Install the latest JRE from Sun's website.
Still Not Working?
We would like more information about your specific problem. Please email our technical support team with the following information:
- The Java Runtime Environment (JRE) version you have installed
- Your computer type and the Operating system (and version) that you are running
- The web browser (and version) that you use (e.g., Internet Explorer, Firefox, Safari, Chrome)
Resolution: Coming soon...