Support

Internet Explorer 5.2 and above; Safari 2.0 and above; Mozilla 1.7; Firefox 1.5; Java 2 ver. 1.5 and above

Apple Mac: Apple Mac OS X 10.4.1 +

CPU – PowerPC G3 600MHz / MHz / Intel Core Solo 1.6 GHz

RAM – 256 Megabytes

HDD space – about 7 Megabytes

For Intel-compatible PC: Microsoft Windows 2003/XP

CPU – Pentium III 500 MHz

RAM – 256 Megabytes

HDD space – about 7 Megabytes, plus more for receiving files

Please ensure that:

1) the nverge server is set up on your machine 2) that the nverge default ports (web port is 7070 and data one is 2000/2443 (SSL)) are open both on the server’s firewall and on the firewall of your personal machine; 3) there are no otther applications running on your machine that are listening to ports used by nverge.

For Windows: Right-click on ‘My Computer’ and go to Manage > Services and applications > services and see the status of ‘DevZeroG nverge’ service.

For Mac OS X/Linux: 1) If the server is running under System Preferences there should be an nverge preference pane there with the ability to stop/start the server; 2) Open Terminal and type ps axwww grep java. The application is running if you have an answer on this command.

Do the following steps:

For Windows:

Start > cmd > telnetname of the nverge server In the black window that appears type something. The connection to the host is open if there is an answer.

For Mac OS:

Terminal > telnet name of the nverge server

Please ensure that:

1) Your web browser and Java version meet the minimal requirements for running the nverge desktop client; 2) You have pressed ‘Yes’ on the Java Security warning, otherwise you will be unable to load the Java applet; 3) Java plug in is enabled in your Internet browser’s preferences; 4) There are no restrictions for loading Java applets on your machine; 5) The web port specified on the nverge server is open both on the nverge server’s firewall and on the firewall of your personal machine; 6) Check router/firewall configurations if it allows downloading data from exactly that server via exactly that web port. 7) If you see 400 Bad Request error message it means ‘incorrect request’ and is related to router/firewall or proxy configuration. 8) Your user does not experience issues with Webapplet. 9) Error message ‘there is no script engine for file extension “js” ’ means that JavaScript files are associated with some other application on your machine, maybe notepad. Please remove this association and try again. 10) If you see a red cross instead of java applet in the nverge interface ths means that you have not accepted the applet certificate and pressed ‘no’. Please restart your browser and select ‘yes’ when the applet loads again. Resolution: Please send java console logs to supportUA@adstream.com

Please ensure that: 1) Your web browser and Java version meet the minimal requirements for running nverge desktop client; 2) You have pressed “Yes” on the Java Security warning, otherwise you will be unable to load the java applet; 3) Java plug-in is enabled in your Internet brower’s preferences; 4) There are no restrictions for loading java applets on your machine; 5) nverge desktop client settings do not mismatch with the Server ones; 6) Verify that your user is still active on the server and has not been disabled / removed; 7) Please email supportUA@adstream.com with the exact error message you are getting. Please also attached the nverge desktop client logs from your machine.

For Windows:

C:\nverge\logs\root\txt

For Mac OS/Linux:

/usr/local/devzerog-nverge-3.5.7logs

For Windows:

(e.g. C:\Program Files\DevZeroG\nverge\nverge2\test\logs)

Mac OS X:

Pres Ctrl and clieck on a desktop client icon > show package info > logs

First you should enable this option in your browser:

Internet Explorer 6.0:

Tool s-> Internet options → Advanced → Microsoft VM section → tick Java console enabled.

Java logs also can be found under Internet Explorer’s View menu → Java Console. The Java log messages can be simply copied and pasted into an email.

Mozilla:

Java console can be found in Tools → Java console.

Please note: If JRE 6.0 or JRE 6.0 Update 1 is installed, an “Incompatible Add-ons” dialogue appears after you update to Firefox 2.0.0.1 or later versions, with a message that Java Console version 6.0 or 6.0.01 has been disabled. Java will still work in Firefox; only the Java Console add-on is disabled.

This issue is fixed in JRE 6 Update 2 so make sure you update to the latest version of Java. You will also need to uninstall the earlier Java 6.0 or Java 6.0 Update 1 version, to prevent future incompatibility messages (see this MozillaZine forum topic http://forums.mozillazine.org/viewtopic.php?t=532575 for more information).

Safari:

Applications → Utilities → Java → Java preferences → Show console To see Java console go to Window → Java console

1) nVerge desktop client may have a re-designed icon, please search for it on your desktop;

2) Sometimes desktop icons do not appear immediately on Mac OS X, sometimes you need to restart Finder to solve this issue. You can do this by holding the Option key, click and hold the Finder icon. When the content menu shows, select Relaunch

3) nVerge Satellite client could be already running but in silent mode. Its icon should be in Dock (Mac) or System Tray (Windows);

4) Make sure the Java version meets the minimal requirements for running the nVerge desktop client (JRE 1.5+ is required to use nVerge Satellite).

1)nVerge Satellite client could be already running but in silent mode. Its icon should be in Dock (Mac) or System Tray (Windows);

2)Please verify that the Java (JRE) version on your machine meets the minimal requirements of nVerge(JRE 1.5+ is required to use nVerge Satellite);

3)Please verify that Java Home is set up correctly:

For Windows:

Right click on My Computer → Properties → Advanced → Environment Variables → Edit JAVA_HOME → Specify the correct path to Java application

For Mac:

Open terminal and type export JAVA_HOME=/Library/Java/Home

There could be an error message:

‘There are no destinations on server you can upload to.’

1) Check whether Satellite status is Connected (left bottom corner of the Satellite window)

2) If Satellite is connected then this means your Satellite does not have any destinations to upload files to. Please contact the Server administrator to solve this issue.

Please ensure that:

1) Your web browser and Java version meet the minimal requirements for running nVerge desktop client (JRE 1.5+; Internet Explorer 6, 7; Mozilla 1.7; Safari 2.0, 3.1)

2) You have pressed “Yes” on the Java Security warning, otherwise you will be unable to load the Java applet;

3) Java plug-in is enabled in your Internet browser’s preferences. Go to the link below to check this:

http://www.javatester.org/enabled.html

4) There are no restrictions for loading Java applets on your machine. Go to the link below to check this:

http://oreilly.com/catalog/learnjava/TestWrite/Signed.html

Press Test Write and see a result. If you see answer ‘Success!’ that means you have permissions for loading signed Java applets on your machine;

5) nVerge desktop client settings do not mismatch with the Server ones;

6) Verify that your user is still active on the server and has not been disabled / removed;

7) Please email supportUA@adstream.com with the exact error message you are getting. Please also attach the nVerge desktop client logs from your machine. There could be such error message on Windows OS:

java.io.FileNotFoundException: C:\Documents and Settings\lebedinskaya-t\Application Data\Adstream\nVerge\dzg-dist-ldn-test\t\Win32Toolkit.dll (The process cannot access the file because it is being used by another process)

1) Go to Task Manager (on Windows machine) and kill (End process) satellite.exe process;

2) Then download you Satellite client from web-interface.

Do the following steps:

For Windows:

Start- > cmd ->telnet [address of the nVerge server] 80 (or data port 2000)

For Mac OS:

Applications → Utilities → Terminal > telnet [address of the nVerge server] 80 (or data port 2000)

In the black window that appears type something. The connection to the host is open if there is an answer.

Please ensure that: 1) Your web browser and Java version meet the minimal requirements for running the nVerge desktop client (JRE 1.5+; Internet Explorer 6, 7; Mozilla 1.7; Safari 2.0, 3.1);

2) You have pressed ‘Yes’ on the Java Security warning, otherwise you will be unable to load the Java applet;

3) Java plug in is enabled in your Internet browser’s preferences. Go to link below to check this:

http://www.javatester.org/enabled.html

4) There are no restrictions for loading Java applets on your machine. Please go to the link below to check this:

http://oreilly.com/catalog/learnjava/TestWrite/Signed.html

Press Test Write and see a result. If you see answer ‘Success!’ that means you have permissions for loading signed Java applets on your machine.

5) The web port (which is usually 7070 or 80) specified on the nVerge server is open both on your network’s firewall and on the firewall of your personal machine;

6) Check router/firewall configurations if it allows downloading data from exactly that server via exactly that web port;

7) If you see 400 Bad Request error message it means ‘incorrect request’ and is related to router/firewall or proxy configuration;

8) Error message ‘there is no script engine for file extension “js” ’ means that JavaScript files are associated with some other application on your machine, maybe notepad. Please remove this association and try again;

9) If you see a red cross instead of Java applet in the nVerge interface this means that you have not accepted the applet certificate and pressed ‘no’. Please restart your browser and select ‘yes’ when the applet loads again. Resolution: Please send Java console logs to supportUA@adstream.com

There could also be common error messages:

1. ‘the dynamic link library gdiplus.dll could not be found in the gdiplus.dll’ Gdiplus.dll is a library of graphics enhancements which is included with Windows XP but not with Win98, NT, or 2000. If this .dll file is not found on your computer download it as follows:

1) Go to http://www.trainplayer.com/gdiplus.zip (vulnerable) or http://geopainting.com/download/gdiplus.zip to download gdiplus.dll (zipped);

2) Unzip the file into your Windows\System32 directory. After that you should follow these steps to register the Gdiplus.dll file on your computer:

a) Click Start → Run → cmd → Enter

b) Type the following command: regsvr32 gdiplus.dll and press Enter.

2. ‘Cannot create directory for path: C:\Program files\Adstream\nVerge\Test\test1’

This means you do not have administrator privileges on your machine.

3. ‘unknown object for path : C:\DOCUME_1\BRYZHK1\LOCALS~1\Temp\satellite\dzg-dist-ldn\3\profiles’

Press Shift + Reload page. If this does not work then:

1) Clean Java cache:

For Windows:

Start → Control panel → Java → Settings → Delete files → Ok Mac: Utilities-> Java → Java preferences → Security → Delete files → Ok 2) Clean browser cache:

Internet Explorer:

Tools → Internet options → Delete → Delete

Mozilla:

Tools → Clear Private Data → Clear Private Data Now

Safari:

Safari → Empty Cache → Empty (Mac)

Edit → Empty Cache → Empty (Windows)

3) Restart browser If this solution also does not help, open Java console (see ‘Where can I get Java console logs?’ section) and press C+X and restart browser.

4. ‘java.util.zip.ZipException: error in opening zip file’ This may mean that a satellite customisation style is missing, please contact Adstream support for the details: sydproduction@adstream.com.au

5. ‘\style\thumbs.db access is denied’ Go to the link mentioned in the error message and remove thumbs.db file. It is hidden file, so you should enable viewing of such kind of files.