After login

A Runtime Error has Occurred

Symptoms

When mousing over the navigation bar of the ForPro Client Portal you receive the following error message:

Error: A Runtime Error has occurred.
Do you wish to Debug?
Line: 1439
Error: Object expected

Cause

The above error is occured because the HTML source code for the web page does not work correctly with client-side script such as Microsoft JScript or Visual Basic script.

The problem may occur for any or more of the following reasons:

1. A problem in the HTML Source Code of the Web Page; 
2. Active Scripting, Active X Controls or Java Applets are blocked on the computer or network;
3. Internet Explorer or another program, such as anti-virus programs or firewalls, can be configured to scan Temporary Internet Files;
4. Anti-Virus software is configured to scan the Temporary Internet Files or Downloaded Program Files Folders; 
5. The scripting engine on the computer is corrupt or outdated;
6. Internet-related folders on the computer are corrupted;
7. The video card drivers are corrupted or outdated;
8. The DirectX component on the computer is corrupted or outdated.

Resolution

Test the ForPro Client Portal from another user account, another browser and on another computer to determine whether the problem persists. If the script error does not occur when you use the ForPro Client Portal from another account, the problem may be caused by files or settings of your user profile on the computer.

Does the script error occur when you use the ForPro Client Portal from another account, browser and computer?

Yes

No: Resolution - Verify that Active Scripting, Active X and Java are not blocked

Verify that Internet Explorer or another program on your computer, such as anti-virus program or firewall, is not configured to block scripts, Active X controls, or java applets. Active Scripting, ActiveX controls, and Java applets are turned off at the High Security Level in Internet Explorer.

By default, Internet Explorer 6 and some versions of Internet Explorer 5.x use the High security level for the Restriced sites zone.
To reset the Internet Explorer security settings for the ForPro Client Portal, follow the below steps:

1. Display the Tools menu and select Internet Options;
2. In the Internet Options dialog box, click Security;
3. Click on Default Level;
4. Click on OK;
5. Consult the documentation with your internal IT department for the anti-virus program or firewall that they are using to determine how to turn on scripting, ActiveX and Java applets. 

Did verifying the Active Scripting, Active X and Java solve the problem?

Yes

No: Resolution - Verify that the anti-virus program is not set to scan the Temporary Internet Files or Downloaded Program Files folders.

Consult the documentation with your internal IT department for the anti-virus program to determine how to prevent the program from scanning the Temporary Internet Files and Downloaded Program Files folders.

Did verifying the anti-virus program solve the problem?

Yes

No: Resolution - Remove all the Temporary Internet (related) Files

To do so follow the below steps:

1. Start Internet Explorer;
2. Display the Tools menu and select Internet Options;
3. Select the General tab;
4. Under Temporary Internet Files click on Delete Files;
5. Click OK;
6. Click on Delete Cookies;
7. Click OK;
8. Under History, select Clear History and then click Yes;
9. Click OK.

Did removing the temporary Internet Files solve the problem?

Yes

No: Resolution - Update the scripting engine

• Microsoft Windows 98
• Microsoft Windows 98 Second Edition
• Windows Millennium Edition
• Windows NT 4.0
• Windows 2000

To update the scripting engine for Internet Explorer on Microsoft Windows XP or Windows Server 2003, ask your internal IT support to perform an in-place upgrade or repair of Windows to repair the scripting engines.

Did updating the scripting engine solve the problem?

No: Please reinstall your internet browser

Logout at Security Level: a Session is Open too Long

Symptoms

After working with other applications, you receive following message:

Cause

Your ForPro Client Portal session is probably already open for more than 4 hours.

Resolution

Open a new session. 

Not Possible to Export PDF or XLS Files Symptoms

You try to export data to a PDF document or to export data from tradeblotter to Excel. A blank pop-up window appears with a red cross in the left corner.

Cause

The add-on for Adobe Reader or Microsoft Excel is not installed or it's disabled.

Resolution

1. On the Tools menu, select Internet Options
2. Within the Internet Options dialog box, select Programs
3. Click on Manage Add-ons
4. Search for the Acrobat Control for ActiveX (for PDF) or Office Update Installation Engine (for XLS) and tick off the box enable
5. Click Ok; a warning message appears that you must close-down all Internet Browsers.
6. Select Ok.
7. Click OK one more time

In case you don't find the add-on within the "Manage Add-ons" box:

1. Go to following website: http://www.adobe.com/support/downloads/main.html
2. Select "Adobe Reader for Windows"
3. Download and install Adobe Reader

For XLS add-ons, ask your internal IT department to install the add-on from the MS Office CD-ROM.

Not Possible to Read Research Docs or Trade Details

Symptoms

You try to read Research Documents or to open the Trade Details however nothing happens and there is no error message to indicate an issue.

Cause

It seems that you have a Pop-up Blocker installed on the computer. Note that as a general rule you should have Service Pack 2 installed on the computer. In case you have another software installed e.g. Norton Internet Security, you will need to contact your internal IT department.

Resolution

• In the case you have Service Pack 2 installed on the computer: On the Tools menu, point to "Pop-up Blocker", and then click "Pop-up Blocker settings" and add the site to the allowed sites field or click on "Turn off Pop-up Blocker". 
  
• Within the "Address of Web site to allow" box, type the address (or URL), and then click on "Add".