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Appendix A: Troubleshooting

New InfoPaks Are Not Received From Any Channel

Possible reasons:

Download is suspended. Refer to Chapter 6, Suspending Downloading.
All the channels are disabled. Refer to Chapter 4, Activating a Channel.
Download of all the InfoPak types from all the channels is disabled. Refer to Chapter 4, Accessing Channel Properties, Types.
The disk space which you have allocated to each one of the channels is full and none of the InfoPaks can be currently deleted. Refer to Chapter 3, Customizing BackWeb, Storage.
All the channels have no new InfoPaks for you.
Your computer is currently not connected to the Internet.
The Firewall of your organization blocks the BackWeb communication. In this case consult your system administrator. If the system administrator tells you to use a specific port number for BackWeb communication, go to the Connection setting, click on Advanced and determine the UDP port number which is used for BackWeb communication.

New InfoPaks Are Not Received From A Channel

Possible reasons:

Download is disabled. Refer to Chapter 6, Suspending Downloading.
The channel is disabled. Refer to Chapter 4, Activating a Channel.
Download of some or all the InfoPak types from this channel is disabled. Refer to Chapter 4, Accessing Channel Properties, Types.
The disk space which you have allocated to this channel is full and none of the InfoPaks from this channel can be currently deleted. Refer to Chapter 4, Accessing Channel Properties, Advanced.
The channel has no new InfoPaks for you.
The BackWeb server of the channel is down.

An InfoPak Does Not Display Automatically

Possible reasons:

Automatic play of InfoPaks may be disabled. Refer to Chapter 3, Customizing BackWeb, InfoFlashes & Audio.
The channel of the InfoPak may be disabled. Refer to Chapter 4, Activating a Channel.
The type of the InfoPak is disabled globally. Refer to Chapter 2, Installing BackWeb.
The type of the InfoPak is disabled for the specific channel. Refer to Chapter 4, Accessing Channel Properties, Types.
The InfoPak is not matured yet, i.e. the channel has explicitly specified that this InfoPak should not be automatically displayed before a given date.
The InfoPak is already expired.

No InfoPaks Are Displayed Automatically

Possible reasons:

The automatic play of InfoPaks is disabled. Refer to Chapter 3, Customizing BackWeb, InfoFlashes & Audio.
Automatic play of InfoFlashes is disabled. Refer to Chapter 4, Accessing Channel Properties, Types.
All channels are disabled. Refer to Chapter 4, Activating a Channel.
Automatic play of animation in all the channels is disabled. Refer to Chapter 2, Installing BackWeb.

Registration to a New Channel Via the Web Browser Does Not Work

If your Web browser displays a message saying it has encountered an unknown type of file (application/x-iad), then the table of helper applications in your browser is not set correctly. This might happen if your browser is not supported by BackWeb or you have installed the browser after the installation of BackWeb. In this case you have manually fix the table of helper applications in your browser (refer to the documentation of your browser for more information).

If you are using Netscape and you see the message box saying: “Failed to create temp file”, go to the temporary directory which is used by Netscape and delete any unneeded file. Repeat the registration procedure.

The BackWeb Agent Icon is Not Displayed on the Desktop

The BackWeb client is not running. To start the BackWeb client, double click the BackWeb icon in the BackWeb program group. If the BackWeb window is opened and the agent icon is still not displayed on your desktop, shutdown BackWeb and restart it.

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