Common browser troubles with AU Access, TigerMail, E-Bill, and Blackboard

 

Issue:

 

AU Access, TigerMail, E-Bill, and Blackboard are not loading properly.

 

Solution:

 

Log-In Is Displayed But Access Is Denied

1. Use the following guide to make sure you're using the correct information:
• TigerMail/Blackboard/AU Access – User Name in lower case letters only & password
• E-Bill – Student ID (Social Security #) and six-digit PIN
• Network Resources (AU Install, Online Documentation, etc) – auburn\User Name & password
2. Have you forgotten your password/PIN

Page Is Not Being Displayed

1. What browser & version is being used? AU online resources will not work correctly with the AOL/CompuServe browsers and some pages may not display properly in Opera. Clients must use Microsoft Internet Explorer (6+), Netscape (7+), Safari (2+), or Firefox.
   
   
2. First rule of troubleshooting.

   Reboot. Rebooting a PC will resolve most problems and should always be the first step of troubleshooting.

3. Network Connectivity at all?

   Make sure the client can visit other web pages and/or has a valid IP Address.

4. Quick Browser Settings
• Clear Cache
  
• Clear Certificates
• Accept Cookies
  
• Ensure SSL Settings Are Correct
  
• Enable Javascript

• Remove Spyware

  • Removing Installed Products
    1. Click on Start > Settings > Control Panel
    2. Double-click on Add/Remove Programs
    3. In the listing displayed, look for one of the following applications:
       • Commonname
       • Bearshare
       • Gator
       • NetZip
       • Download Demon
       • RealDownload
       • iMesh
       • newdotnew
       • Quick View Plus
       • Pop-up blockers
    4. If you see any of these items, highlight it with your mouse and click the Remove button.
    5. Reboot
    6. Install/Run an Anti-Spyware Program.
       
       

5. Advanced Browser Settings

   • Review your Logon settings to ensure they are correct.
     1. From Internet Explorer, click Tools > Internet Options.
     2. Click the Security tab.
     3. Click the Custom Level button.
     4. Scroll down to User Authentication Logon options.
     5. Select Prompt for user name and password.
     6. Click OK.
     7. Click Yes.
     8. Click OK.
   • Ensure that Active Scripting is enabled.
     
     
6. Re-register the JavaScript DLL file
   • Go to: %SYSTEMROOT%\system32
   • Find the file: jscript.dll
   • Right-click the file and select Open With.
   • Choose Select the program from a list and click OK.
   • Choose Microsoft Register Server and click OK.

     If the Microsoft Register Server is not listed click Browse…

     1. Go to: %SYSTEMROOT%\system32
     2. Find regsvr32.exe and click Open.
     3. You should get a box displaying a succeeded message. Click OK.
     4. You may need to restart IE and/or your PC for the changes to take effect.

If you are still having trouble viewing an AU Online Resource, please contact the OIT HelpDesk and they will assist you in targeting the setting changes that you will need to make.

OIT HelpDesk
helpdesk@auburn.edu
(334) 844-4944