Portal Troubleshooting FAQ
Troubleshooting:

The Portal authenticator is java based. Most problems are due to missing or misconfigured java plugins for your browser. Please see http://java.com/en/download/manual.jsp for detailed instructions for installing and configureing java on your desktop machine.

  1. Firefox users, pay particular attention to the 'missing plugins' indication. You will see this message when the java run-time environment is not installed. Please install java before attempting to sign-up.
  2. Enrollment Create: (Authentication failed because there is no identification data registered for the user.) Means you have supplied an incorrect shared secret/web password.
  3. Enrollment Create: (can't establish a connection to the server at 0.0.0.0) on creation of your profile means that java is not installed, please install it, then create your profile again.
  4. Enrollment Recover: (Operation failed because the user is not active and therefore cannot be recovered) means you cannot recover your profile, you should create one first.
  5. Portal Server uses port 443 for https communication.
  6. Sun Secure Global Desktop uses ports: 3143, 3144 and 5307 for secure application communication. If you are behind a firewall that restricts outgoing communications, see your administrator.
  7. If prompted to accept java applets, click always so this message does not appear again.
    1. The Entrust TruePass applet and the Secure Global Desktop applet are signed.
  8. Check supported browser/OS combinations below
  9. If you are using Firefox with Adblock you may need to create an exception rule so that the Secure Desktop loads properly. Use this AdBlock rule:

    @@|https://portal*.hpcvl.queensu.ca

    which will whitelist HPCVL for HTTPS to machines called "portal*"
  10. SGD Client Not Installed Automatically.
    Problem: Using Internet Explorer 7 on Microsoft Windows Vista platforms, the SGD Client cannot be downloaded and installed automatically. The SGD Client can be installed manually and can be installed automatically using another browser, such as Firefox.
    Cause: Internet Explorer has a Protected Mode that prevents the SGD Client from downloading and installing automatically.
    Solution: Add the SGD server to the list of Trusted Sites in Internet Explorer's Security Settings.
Supported Operating Systems:
VendorVersion
Microsoft Windows2000, XP
SunSolaris 9, 10
LinuxVarious distros
MacOS-X 10.4 (Tiger)


Supported Operating Systems:
BrowserJava Plugin
Microsoft Internet Explorer 6.0Sun Java Plugin 1.4.2/1.5, MS VM5
Netscape Navigator 7.0 Sun Java Plugin 1.4.2
Netscape 7.1 Sun Java Plugin 1.4.2
Netscape 7.2 Sun Java Plugin 1.4.2, 1.5.0_04
Netscape 8.0 Sun Java Plugin 1.4.2, 1.5.0_04
Mozilla FireFox 1.0.6 Sun Java Plugin 1.4.2, 1.5.0_04
Mozilla 1.7.2 (Fedora Core 2)* Sun Java Plugin 1.5
Mozilla 1.7.2, 1.7.10 Sun Java Plugin 1.4.2, 1.5.0_04
Mac OS-X (Tiger)
BrowserJava Plugin
Firefox 2.0Java 1.5.0_06 + Java Embedding Plugin 0.9.6*
Camino 1.0.2Java 1.5.0_06 + Java Embedding Plugin 0.9.6*


*Installation of Java Embedding Plugin 0.9.6 (JEP)
Macs require that an additional piece of software to be updated. Please download the latest Java Embedding Plugin (0.9.6). The Java Embedding Plugin is a utility that allows other web browsers than Apple's Safari to use the most recent available versions of Java on Mac OS X (Tiger (OS X 10.4.X), Java 1.5/J2SE 5.0 and Java SE 6).

Installation of the JEP involves unzipping the downloaded JEP file and copying the JavaEmbeddingPlugin.bundle and MRJPlugin.plugin into the /Library/Internet Plug-Ins/ directory. You may need to copy these files into the users plugin directory (depending on your browsers Plugin path). i.e. copy the two files to /Users/YOUR-USERNAME/Library/Internet Plug-ins/ directory. Newer versions of some browsers already have an older version of the JavaEmbeddingPlugin.bundle and MRJPlugin.plugin installed. If you type about:plugins in the browsers address bar, you will see a list of plugins available. If you see older versions of the JavaEmbeddingPlugin.bundle and MRJPlugin.plugin (i.e. 0.9.5), please remove them, multiple copies of the plugins will not work.

To doublecheck that the JEP is installed correctly, re-open Firefox or Camino and type about:plugins, you should see Java Embedding Plugin 0.9.6 in the list of plugins.
 
 
   
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