When I print a document I get a gray page.

If you are using CPC View, you are probably using the Internet Explorer print functions, either the printer icon or "File" -> "Print".

SOLUTION: There is a gray bar that has viewing functions, below the Internet Explorer toolbar but above the image. Use the print icon in that bar.

If there is no print icon, right-click on the gray bar and make sure that there is a check next to documents, or right-click on the image, select documents, and then print.

I can't print my document or plat, or when I print I get a blank page.

Quicktime is trying to display the .tiff image.

SOLUTION: Disable quicktime from viewing .tiff type files:

1. Open the control panel (Start -> Control Panel, or Start -> Settings -> Control Panel).
   
   
2. Double-click the Quicktime icon.
   
   
3. A dialogue box with a drop-down menu at the top will appear. Choose Browser Plug-in from the drop-down menu.
   
   
4. At the bottom of the box click on the button that reads MIME Settings...
   
   
5. Click on the + next to Images.
   
   
6. Scroll down to TIFF image file and un-select the box. (Do this by clicking the X or check mark and it will clear the box.)
   
   
7. Click OK.
   
   
8. Close all your browser windows to reset the plug-in settings and try again.

When I try to log on and view documents or plats I hit "submit" and it keeps returning me to the login page with no errors.

Your computer may not be accepting the cookies sent by our server.

SOLUTION:

1. Click Tools, then Internet Options.
   
   
2. Click on the Privacy tab at the top.
   
   
3. Drag the scroll bar on the left to the bottom so that it reads Accept All Cookies.
   
   
4. Click OK.

A dialogue box comes up and asks me if I want to open the file or save it. When I choose "open" it displays a blank screen or returns an error. When I save the file and try to view it I am asked to select the application to open the file.

OR

When I try to view a document or plat I get a little box with a red triangle, blue square, and yellow circle in the upper left corner but nothing else happens.

You may not have a .tiff viewer installed, or yours may have become corrupted. You can do a search and find a .tiff viewer of your choice. One alternative is the CPC View AX by Cartesian Products Inc., which is the viewer that we use in our office. The CPC viewer has a 30-day free trial but will cost $29.95 to purchase. Again, any .tiff viewer will be sufficient.

My CPC View worked properly, but I just ran all of my updates and installed my certificate and now I can't view anything.

Some of the updates for Internet Explorer override some of the settings for the CPC View.

SOLUTION: Go to the Cartesian Products homepage and re-download the CPC View AX (you will not have to purchase it again). Once you have done that, re-start your computer and try again.

Whenever I try to view a document or plat I get a blank screen with a broken filmstrip with a blue "Q".

OR

When I view a document or plat the image is small and I can't zoom in and when I print it just prints a blank page.

Quicktime is trying to display the .tiff image.

SOLUTION: Disable quicktime from viewing .tiff type files:

1. Open the control panel (Start -> Control Panel or Start -> Settings -> Control Panel).
   
   
2. Double-click the Quicktime icon.
   
   
3. A dialogue box with a drop-down menu at the top will appear. Choose Browser Plug-in from the drop-down menu.
   
   
4. At the bottom of the box click on the button that reads MIME Settings...
   
   
5. Click on the + next to Images.
   
   
6. Scroll down to TIFF image file and un-select the box. (Do this by clicking the X or check mark and it will clear the box.)
   
   
7. Click OK.
   
8. Close all your browser windows to reset the plug-in settings and try again.

If the above did not fix the problem, try re-loading your .tiff viewer and restarting your computer. (If you don't know what .tiff viewer you were using or didn't have a .tiff viewer, see the solution described two sections above.)

If you are still having problems, uninstall Quicktime and restart your computer.

How do I get onto the new Mainframe?

Go to the menu bar at the top of this screen and select Documents, then Mainframe, then New Setup. Follow the instructions on that page, or use the link on the upper right of the page to reach a .pdf file with detailed instructions.

My password won't work in the new Mainframe.

The password required by the mainframe is changed about every two months, so ask around the office to find out if someone has changed it recently. If you have tried too many times or no one knows the password, call Information Services (801) 468-2417 to have it reset.

NOTE:
If you reset your password then notify the other people who use your account, since it will be reset for everyone.

When I enter "PIRD" into the mainframe screen I get a Natural Security Error and it asks me to log on again.

Call Brenda, 468-3013, and she will set up your account to access the redemption index.

The black Mainframe screen comes up, but it never prompts me to login -- the screen stays black.

Your mainframe may not be connecting to our server. That is generally caused by a firewall port not being open.

SOLUTION:
Request your network administrator to open port 8999.

When I click on the link to download the certificate I get an Active X error.
The proper version of the ActiveX Control failed to download and install. You may not have sufficient permissions. Please ask your system administrator for assistance.

Go back to the Windows Update page and check to see that all of your updates have been made. You may have to visit this site a couple of times if you haven't updated your system in a while.

OR

Your security settings may be too high.

SOLUTION: Set up the recorder's page as a trusted site in your security settings.

1. Click on Tools in Internet Explorer and click on Internet Options...
   
   
2. Click on the Security tab and find the trusted sites icon (a green circle with a check mark in it).
   
   
3. Click on the Sites... button.
   
   
4. Type "https://slcpolaris.co.slc.ut.us" in the text box, un-check the box that says Require server verification (Https:) for all sites in the zone, and click the add button.
   
   
5. Click OK.
   
   
6. Click OK.

I get an Active X control error.
Error downloading Acitve X Control

This error indicates that a file on your workstation failed to update to the most current version.

SOLUTION: Go to the Microsoft Windows Update page and download ALL of the windows updates that are offered by Microsoft.

I just downloaded the certificate, but when I try to access the mainframe it says that my certificate has expired.

SOLUTION: Your date may be wrong in your computer. Double-click on the time in your task bar (located in the lower right of your screen) and set the correct date and time.

I have downloaded the certificate, but I still get "This Page Requires A Client Certificate" when I try to access the new Mainframe.

If you just got the certificate, close Internet Explorer -- all open Internet Explorer windows -- and then open Internet Explorer and try again.

If you have re-started your browser and are still receiving the error, then you may need to delete the certificate and re-install it. To do that:

1. Click on Tools -> Internet Options -> Content tab -> Certificates button.
   
   
2. Your certificate should appear in the window (your user ID and/or name). Select the certificate by clicking on it once.
   
   
3. Click on the remove button under the list, and click Yes when a dialogue box appears asking if you are sure that you want to delete the certificate.
   
   
4. Click Close, then click OK.
   
   
5. Close Internet Explorer, including all open windows in Internet Explorer.
   
   
6. Open Internet Explorer, go to the Recorder's Office Homepage and download a certificate again by:
   
   
   • From the menu at the top of the Recorder's Office home page, mouseover Documents -> Mainframe -> Setup.
     
     
   • You should be on the "Mainframe Client Access Setup" page. Scroll to the third section, entitled "Request a Certificate", and click on the link that says Click here (right below the red writing).
     
     
   • A new window should open with the "Request a Certificate" option selected. Click Next >.
     
     
   • "Web Browser Certificate" will be selected. Click Next >.
     
     
   • Fill out the form completely. All fields are required. The first field wants both your user ID (PO****) and your full name. When the form is complete, click Submit >.
     
     
   • A "Potential Scripting Violation" box will pop up. Click Yes.
     
     
   • Click on the link: Install this Certificate.
     
     
   • Another "Potential Scripting Violation" box will pop up. Click Yes.
     
     
   • Yet another Potential Scripting Violation box will pop up. Click Yes.
     
     
   • You should then see a page that says: "Your Certificate Has Been Successfully Installed".
     
     
   • Close that window and you should be back on the "Mainframe Client Access Setup" page.
     
     
7. Try accessing the new Mainframe again. (Documents -> Mainframe -> Start New, or the New Mainframe link from the Recorder's Office Homepage.)

If none of the above has solved your problem, try deleting Salt Lake County from the trusted root certification authorities list by:

1. In Internet Explorer go to Tools -> Internet Options -> Content tab -> Certificates button.
   
   
2. At the top there are a group of tabs. Click on the one on the right: Trusted Root Certification Authorities.
   
   
3. Scroll down the list to SL Co Information Services and click on it once to select it.
   
   
4. Click the Remove button, click Yes in the pop-up box, and click Yes in the second pop-up box.
   
   
5. Click the Close button, click the OK button, and close Internet Explorer, including all open windows in Internet Explorer.
   
   
6. Open Internet Explorer, go to the Recorder's Office home page, and click on New Mainframe Connection.
   
   
7. You will get a "Security Alert" pop-up box. Click Yes.
   
   
8. You may or may not get a "Client Authentication" box with your User ID in it. If you do, click OK and the new Mainframe should begin loading.

I downloaded the certificate, but when I try to start the Mainframe session I get a gray screen.

I get a Java error or a JVM error when I try to start the Mainframe session.

OR

I get the Websphere Host on Demand banner but nothing else happens.

Your Java Virtual Machine may not be functioning properly, or you may have two versions of the VM that are conflicting.

SOLUTION:

1. In Internet Explorer click on Tools in the menu bar, then select Internet Options...
   
   
2. Click on the Advanced tab.
   
   
3. Scroll down the list to Microsoft VM (right above Multimedia, but below HTTP 1.1 settings).
   
   
4. Make sure that the box next to "JIT compiler for virtual machine enabled (requires restart)" does not contain a check mark. (If it does, then uncheck it and restart your browser.)
   
   
5. Scroll to the section directly above "Microsoft VM". If it says "Java (Sun)", enable the Use Java 2 v1.4.1_0* for applet (requires restart).
   
   
6. Click OK.
   
   
7. Click the refresh button.

NOTE:
If the "Java (Sun)" heading is not there, then go to http://www.java.com. Click the yellow Get it Now button. When the "Security Warning" box appears, click Yes. Select I accept the terms in this license agreement, and click Next >. Choose Typical installation, and click Next >. Wait for the installation to complete, and click the Finish button. The web page will now read "Java Software Installed", and you are done.

When I go to the new Mainframe it gets stuck on the "Please wait. Host On-Demand is detecting the level of Java support on your system."

You don't have Java installed on your computer, or you may be using Sun's Java version 1.4.2_01. There is a bug in that version which has been repaired in later versions. You will need to uninstall version 1.4.2_01 and install a newer version. If you don't have any Java installed, skip to "How to install Java".

How to check the Java version:

1. In Internet Explorer go to Tools -> Internet Options -> Advanced tab.
   
   
2. Scroll down to the heading "Java (Sun)". The item "Use Java 2v 1.4.*_** for <applet> (requires restart)" gives you the version number.

How to uninstall Java version 1.4.2_01:

1. Open your control panel (Start -> Settings -> Control Panel).
   
   
2. Go to add or remove programs.
   
   
3. Find Java 2 Runtime Environment, SE v 1.4.2, and choose Remove.

How to install Java:

1. Go to http://www.java.com.
   
   
2. Click on the yellow Get It Now button.
   
   
3. On the "Security Warning" pop-up, click Yes.
   
   
4. Click the dot next to I accept the terms in this license agreement, and click Next >.
   
   
5. Choose Typical, and click Next >.
   
   
6. Wait for the files to download, copy, and install on your computer, and then click the Finish button.