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Fares

Troubleshooting Guide Version 1.4

Airline Tariff Publishing Company Washington Dulles International Airport 45005 Aviation Drive Dulles, VA 20166 703-471-7510 www.atpco.net

Fares Troubleshooting Guide Table of Contents

ii 10 August 2011 Copyright © 2004 ATPCO. All rights reserved.

Table of Contents Common Problems and Solutions ............................................................................... 1

No Window Displays or Page Cannot Be Found ...................................................................................... 1 Blank Screen ............................................................................................................................................. 1 Language Settings Errors ......................................................................................................................... 1 Toolbar and Data Grid Do Not Display ..................................................................................................... 2 MSXML Parser Files Not Loaded ............................................................................................................. 2 ActiveX Controls Are Not Installed ........................................................................................................... 2 Grid Size Is Incorrect ................................................................................................................................ 3 Grid Size Is Incorrect and a JavaScript Error Occurs ............................................................................... 3 Sign In Problems ...................................................................................................................................... 3 Grid (Table) Not Displaying Properly in Pop-up Dialogs .......................................................................... 4 Component One Dialog Displays .............................................................................................................. 6 Browser Prompts User to Install ActiveX Controls ................................................................................... 7 Cannot See Download Dialog Window ................................................................................................... 14 Security Settings Do Not Allow File to Be Downloaded ......................................................................... 16

Problems with Microsoft Operating Systems and Internet Explorer ........................ 1

Recommended System Configurations ...................................................................... 2

Fares Troubleshooting Guide Table of Figures

iii 10 August 2011 Copyright © 2004 ATPCO. All rights reserved.

Table of Figures Figure 1: Information Bar pop-up message .................................................................................................. 2

Figure 2: ActiveX message ........................................................................................................................... 3

Figure 3: Grid in pop-up dialog not displaying correctly ................................................................................ 5

Figure 4: Component One dialog .................................................................................................................. 6

Figure 5: ComponentOne FlexGrid 8.0(Light) ............................................................................................... 7

Figure 6: Yellow bar with a message about installing an ActiveX Control .................................................... 7

Figure 7: Script errors ................................................................................................................................... 8

Figure 8: Install software dialog .................................................................................................................... 9

Figure 9: Install software dialog .................................................................................................................. 10

Figure 10: Install software dialog ................................................................................................................ 11

Figure 11: Grid that is not displayed correctly............................................................................................. 12

Figure 12: Grid that has loaded correctly .................................................................................................... 12

Figure 13: Grid that has loaded correctly .................................................................................................... 13

Figure 14: File Types dialog ........................................................................................................................ 14

Figure 15: Edit File Type dialog .................................................................................................................. 15

Figure 16: Security Alert dialog ................................................................................................................... 16

Fares Troubleshooting Guide Common Problems and Solutions

1 10 August 2011 Copyright © 2004 ATPCO. All rights reserved.

Common Problems and Solutions This section outlines some common problems users have when trying to access the Fares application. The solutions described within this document require that you have administrative rights to your computer (you must be able to download ActiveX components). If you do not have administrative rights for your computer, you may need to have your System Administrator perform the solutions for you.

NOTE: If you have successfully used the FareManager Footnotes, Ticketing Fees, or Optional Service Fees applications, you should not experience Fares access issues.

No Window Displays or Page Cannot Be Found Problem

When you click the Fares link, one of the following situations occurs:

An error message displays at bottom of the window indicating the window cannot be displayed.

Nothing happens; you stay on the FareManager Home page and no error messages appear.

The message “Page Cannot Be Found” or a similar message appears.

Solutions

A. Review the section of this document titled Recommended System Configurations.

B. Verify that you are running a supported version of Microsoft Internet Explorer and check the Web browser’s security settings.

C. Make sure that you do not have a pop-up blocker or toolbar that prevents the window from displaying.

D. Clear the cache (delete offline Internet Explorer files).

Blank Screen Problem

When you click the Fares link a blank (white) screen displays.

Solutions

A. Verify that no pop-up windows are open behind the blank screen.

B. Wait approximately 5–7 minutes. ActiveX controls may be downloading and installing.

Language Settings Errors Problem

You are using a language that does not use a Latin character set (not a Western European language). You see the toolbar and the blackout data grid but you only see one row of data (not two) or you do not see data displayed in the cell correctly (part of the data is missing or cut-off).

Solution

Return to the FareManager Home page. On the View menu, click the Encoding menu, and select the Western European (Windows) command.



Toolbar and Data Grid Do Not Display Problem

The Fares window displays, but you do not see the toolbar or the data grid.

Solutions

A. Clear the cache.

B. Review the section of this document titled Recommended System Configurations. Verify that you are running a supported version of Microsoft Internet Explorer and check the Web browser’s security settings. Make sure that you do not have a pop-up blocker or toolbar that prevents the window from displaying.

C. If the problem continues to occur, ask your company’s information technology personnel if there is anything else set on your computer that is preventing the page from displaying. For example, you may not have administrative rights or your network may have special security restrictions.

MSXML Parser Files Not Loaded Problem

The grid does not work if MSXML parser files are not loaded.

Solution

Download MSXML parser 3.0 SP5. Run the file to get parser files added and registered. For more information, see the section of this document titled Problems with Microsoft Operating Systems and Internet Explorer.

ActiveX Controls Are Not Installed Problem

ActiveX controls are not installed. If these controls are not installed properly, the results you see on the screen can be unpredictable. For example:

Print functions will not work (when you click the print icon nothing happens, or you may see an error message in the lower left corner of the screen).

Data on the grid may extend off the screen and the horizontal scrollbar will not have a right arrow.

Online text may periodically disappear after certain functions.

Figure 1: Information Bar pop-up message

If you see the Information Bar pop-up message above, you will also see the yellow information line



displayed below at the top of the Internet Explorer window.

Figure 2: ActiveX message

Solution

A. Review the section of this document titled Recommended System Configurations. Ensure all the browser requirements specified in the Browser Section of this document are correct.

B. The yellow bar provides information on the ActiveX controls used by the application (for example, grid, menu, and print) and their need for being installed. To install, click the yellow information bar and follow the instructions.

NOTE: All customers will need to install ActiveX controls the first time they use the application.

Grid Size Is Incorrect Problem

User enters the Batch List screen. The grid (table) is not correctly sizing and has a horizontal scrollbar.

Solutions

A. Review the section of this document Recommended System Configurations.

B. Verify that your computer monitor is set to display at 96 dots-per-inch.

Grid Size Is Incorrect and a JavaScript Error Occurs Problem

The grid on the Batch List screen is not displaying the correct size and it has a horizontal scrollbar. JavaScript errors occur when users try to type data in grid cells.

Solutions

A. Review the section of this document titled Recommended System Configurations.

B. Verify that your computer monitor is set display at 96 dots-per-inch.

Sign In Problems Problems

You are able to sign in to FareManager and you are able to access the Fares application. When you are finished working with Fares and return to the native application (3270) you can also sign in. When you sign out of the native application (3270), close all Internet Explorer windows, and open an Internet Explorer window again and try to sign in, one of the following situations occurs:

FareManager will not allow you to sign in. You cannot access the Fares application. The message “You are already logged into FareManager Web in this session” displays.

FareManager will allow you to sign in. The Fares application will retrieve data lists. When you attempt to sign in using the FareManager Home sign in screen you are automatically signed out.

Solutions

A. If you have a proxy server through which data must pass, try to access the Fares application without the proxy server. If that solves the problem, your proxy administrator should make sure you are not caching the cookie on the proxy server.



B. Have two people using two different computers sign in to the Fares application at the same time and have them try to use the application. If they find they are sharing data, then your proxy is caching the cookie of the first person and the second person is uses the cookie. In this scenario, ATPCO’s systems are operating under the assumption that only one user is signed in and only one session is open.

C. Follow these steps:

1. Change browser settings to “Empty Temporary Internet Files folder when browser closed”.

2. Close all Internet Explorer browser windows. Wait fifteen minutes and then sign in again. This is only a temporary solution until the proxy issue is resolved.

Grid (Table) Not Displaying Properly in Pop-up Dialogs Problem

If the ComponentOne FlexGrid 8.0 ActiveX is not installed, the grid in the pop-up dialogs may not display properly. (See Figure 3 below.)

Solution

The Fares application requires three ActiveX controls:

ComponentOne FlexGrid 8.0 (required for grid display)

QSAPI Active WebMenu 2.0 (required for context menu)

MeadCo ScriptX (required for grid printing)

For the grid to display properly, do either of the following:

Navigate to the UDG page. Select any type of UDG. If the grid in the UDG page displays properly then the ActiveX has been automatically installed for you.

If the grid on the UDG page does not display properly then review the section of this document titled Recommended System Configurations. Ensure all the browser requirements specified in the Browser Section of this document are correct.

NOTE: You may see some JavaScript errors on the dialog depending on the browser used if the ActiveX controls are incorrect or the browser settings are incorrect.



Figure 3: Grid in pop-up dialog not displaying correctly



Component One Dialog Displays Problem

The following Component One dialog displays when you attempt to sign in to the Fares application.

Figure 4: Component One dialog

Solution

This dialog displays if you already had the ActiveX control installed with a trial license key on your computer. The result of this is that the correct ActiveX control will not download. The dialog also displays if your computer department distributed ActiveX controls to your computer before you accessed the Fares application.

To correct this problem, perform the following steps:

1. Delete the ComponentOne FlexGrid 8.0(Light) file located in the C:\WINDOWS\Downloaded Program Files\ directory. (See Figure 5 below.)



Figure 5: ComponentOne FlexGrid 8.0(Light)

2. Close Internet Explorer.

3. Access the Fares application.

4. Follow the installation instructions that display on the screen automatically.

Browser Prompts User to Install ActiveX Controls Problem

Click the Fares link and one of the following happens:

The Fares application displays, but there is a yellow bar at the top of the browser that reads “This site might require the following ActiveX control…” (See Figure 6 below.)

The Fares application displays, the user clicks the select criteria dialog, and the user notices some JavaScript errors and there is a yellow bar at the top of the browser that reads “This site might require the following ActiveX control…” (See Figure 7 below.)

Figure 6: Yellow bar with a message about installing an ActiveX Control



Figure 7: Script errors



Solutions

NOTE: Before following the steps described below, make sure that your browser settings match with the recommended browser settings listed under Recommended System Configurations section.

A. Install MeadCo ScriptX

1. Right-click the yellow bar at the top of the browser and click Install ActiveX Control on the menu.

2. A dialog will display asking, “Do you want to install this software?” Click the Install button. (See Figure 8 & 9 below.) The MeadCo ScriptX ActiveX Control will be installed.

Figure 8: Install software dialog



B. Install QSAPI Active WebMenu 2.0 (required for context menu to display)

1. Right-click the yellow bar at the top of the browser and then click Install ActiveX Control on the menu.

2. A dialog will display asking, “Do you want to install this software?” Click the Install button to continue. (See Figure 9 below.) This will install the QSAPI Active WebMenu 2.0 ActiveX Control.




C. Install ComponentOne FlexGrid 8.0 (required for grid display)

1. Go to User Defined Group tab and select any type of UDG. A message bar will display prompting you to install the ActiveX control.

2. Right-click the yellow bar at the top of the browser and then click Install ActiveX Control on the menu. (See Figure 10 below)

3. A dialog will display that asks “Do you want to install this software?” Click the Install button to continue. This will install the ComponentOne FlexGrid 8.0 ActiveX Control.


NOTE: After this installation is complete you may see a GRID that looks like below. At this time. Log-out of the application and log-in again.



Figure 11: Grid that is not displayed correctly

When you log in again you should see a grid like the one illustrated below.

Figure 12: Grid that has loaded correctly



Figure 13: Grid that has loaded correctly



Cannot See Download Dialog Window Problem

When you click the Download link on the status bar of the Fares system you do not see the Download dialog with options for Open and Save.

Solution

1. On the Start menu, select Settings then select Control Panel and then click the Folder Options command. The Folder Options dialog will appear.

2. On the Folders Options dialog, click the File Types tab. A list titled Registered File Types will display on the tab.

3. Scroll to and then select the ZIP listing.

Figure 14: File Types dialog



4. Click the Advanced button. The Edit File Type dialog will appear. Select the check-box labeled Confirm open after download and then click the OK button.

Figure 15: Edit File Type dialog



Security Settings Do Not Allow File to Be Downloaded Problem

When you click the Download link on the status bar of the Fares system you receive a security alert that reads, “Your current security settings do not allow this file to be downloaded”. This problem is caused by incorrect download settings within Internet Explorer.

Figure 16: Security Alert dialog

Solution

Review the Recommended System Configurations (see the section at the end of this document). Ensure all the browser requirements specified in the Browser section are correct.

Fares Troubleshooting Guide Problems with Microsoft Operating Systems and Internet Explorer


Problems with Microsoft Operating Systems and Internet Explorer The Fares application uses ActiveX controls to display menus, toolbars, and data in grids (by Microsoft.XMLDOM). Microsoft provided the XML .dll files. In the MSXML package, there are two key files:

msxml.dll—MS XML core services

msxml3.dll—MS XML parser

More related files (such as msxmlr.dll and msxml3r.dll) are dependent on the Microsoft XML version. The Fares application supports Internet Explorer 7.0 running Windows XP or Windows 7. When you install Internet Explorer 7.0 the MSXML package will be loaded automatically into the computer; DLL files should not have to be downloaded separately.

Fares Troubleshooting Guide Recommended System Configurations


Recommended System Configurations Fares, developed under FareManager is an Internet-enabled application, accessible from an environment that meets the following recommendations:

https://applications.atpco.net/extranet/development/html/tt/tt_getstart.shtml

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