Resolving Common issues with Xpedition on a Mac

Hello and welcome to this guide on how to resolve common issues with the Xpedition running on Mac computers. To find the answers to the fault you are experiencing please click on the relevant section header below;

Helpful Mac Commands and Shortcuts

Here are some of the most commonly used commands and shortcut keys available in browser that may be referred to during this guide.

Cut - Command (Cmd) and ‘X’.
Copy - Command (Cmd) and ‘C’.
Paste - Command (Cmd) and ‘V’.
Refresh – Command (Cmd) and ‘R’.
Refresh (override cache) – Command (Cmd), Shift, and ‘R’.
Preferences - Command (Cmd) and Comma (,).
Screenshot and save to desktop - Command (Cmd), Shift, and ‘3’.
Screenshot area and save to desktop - Command (Cmd), Shift, and ‘4’.

What browser and operating systems are supported?

Silverlight is required for the use of the Xpedition planner and on Mac this requires the Mac OS 10.5.7 (Leopard) or above. The supported browsers for Silverlight include;

Safari v4 and above
Firefox v11 and above

Google Chrome and Opera are not officially supported but some integration for Silverlight is included, however as a result we are not able to recommend these browsers for use with the Xpedition service. For more information please visit the Silverlight information page: http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx

How do I install Silverlight for Mac

We recommend that Silverlight is downloaded from the Microsoft website which is provided below;
http://www.microsoft.com/silverlight/ . Then select the ‘download now’ button and follow the on screen instructions. It is then recommended to restart your computer after this installation.

Safari

How to check to see if Silverlight is installed

To check whether Silverlight is installed on your Mac and is being detected in Safari please open Safari, select ‘Help’ > ‘Installed Plug-ins’ > Scroll to ‘Silverlight’ to check.

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You should then find a list of the installed plug-ins in alphabetical order, with the following under ‘Silverlight Plug-in’. This confirms the presence of Silverlight.

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I am not able to load or save routes in Planner.

There are two likely caused for this issue. We first recommend opening Safari, and checking a setting in ‘Safari’ > ‘Preferences’ > ‘Advanced’ tab > ‘Stop plug-ins to save power’ tick box needs to be DE-SELECTED as shown below;

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The second likely cause is another setting in ‘Safari’ > ‘Preferences’ > ‘Security’ tab > ‘Enable JavaScript’ tick box needs to be SELECTED as shown below.

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If this fails to resolve the issue please click here.

The ‘Click to install Silverlight’ is not disappearing from planner page.

We first recommend opening Safari, and checking a setting in ‘Safari’ > ‘Preferences’ > ‘Security’ tab > ‘Internet plug-ins’ tick box needs to be SELECTED as shown below.

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Having completed this please check a setting in ‘Safari’ > ‘Preferences’ > ‘Security’ tab > ‘Internet plug-ins’ > ‘Manage website settings> and make sure ‘ALLOW’ is set for Silverlight as shown below.

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If this fails to resolve the issue please click here.

The Planner page is displaying ‘100% ‘and is not activating.

The likely cause is a setting in the Silverlight Application. We recommend opening Microsoft Silverlight Preferences from the Applications folder

Once Microsoft Silverlight Preferences is open select the Application Storage tab and make sure the Enable Application Storage is selected, as shown below:

Another cause is a setting in Safari and we would recommend checking setting in ‘Safari’ > ‘Preferences’ > ‘Privacy’ tab > ‘Block cookies and other website data’ > ‘From third parties and advertisers’, or ‘Never’ need to be set as showing below.

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If this fails to resolve the issue please click here.

I am not able to upload or download files to Xpedition.

There is currently a bug that we are aware of that is limited to the latest versions of Safari. We therefore recommend using Firefox whilst we try to resolve the issue.

All other faults - Safari

If the fault seems to be limited to Safari we would recommend resetting Safari by opening Safari, selecting ‘Safari’ at the top of the screen and then ‘reset Safari’.

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If the fault is across all browsers we would first recommend re-installing the Silverlight application. The information we recommend for completing this process can be found via this link: www.microsoft.com/getsilverlight/get-started/install/removing-silverlight-mac.aspx , and then re-installing via the instructions supplied earlier in this guide (How do I install Silverlight for Mac)

If this fails to work then we would recommend contacting us via techsupport@satmap.com outlining the operating system and internet browser you are using, and also a screenshot of the fault in progress would be beneficial. Please make a note of any error messages you are receiving and any other information that might be relevant to the fault.

Firefox

How to check to see if Silverlight is installed.

To check whether Silverlight is installed on your Mac and is being detected in Firefox please open Firefox, select ‘Tools’ > ‘Add-ons’ > ‘Plug-ins’ and confirm ‘Silverlight Plug-in’ is present.

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The ‘Click to install Silverlight’ is not disappearing from planner page.

If this message is appearing and the Silverlight program isinstalled we recommend confirming the browser can see this. Therefore please open Firefox and select ‘Tools’ > ‘Add-ons’ as shown below;

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Then select ‘Plugins’ and find the ‘Silverlight Plug-in’. Make sure ‘Always Activate’ is selected from the right hand side. Then restart Firefox and check.

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If that does not work the open ‘ Help’ and ‘Troubleshoooting Information’, then ‘reset firefox’ as shown below. Close and re-open browser.

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If this fails to resolve the issue please click here.

The Planner page is displaying ‘100% ‘and is not activating.

The likely cause is a setting in the Silverlight Application. We recommend opening Microsoft Silverlight Preferences from the Applications folder

Once Microsoft Silverlight Preferences is open select the Application Storage tab and make sure the Enable Application Storage is selected, as shown below:

If the planner will not load fully and is showing 100% loaded on the page please open ‘Preferences’ (Cmd and Comma) > ‘Privacy’ tab > and ‘clear your recent history’ as shown below.

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Then make sure cookies and cache are selected, and ‘everything’ from the time range then ‘clear now’. This process may take a little while. Then close and re-open Firefox.
If that fails to resolve the issue please open ‘ Help’ and ‘Troubleshoooting Information’.

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Then ‘reset firefox’. Close and re-open browser.

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If this fails to resolve the issue please click here.

All other faults

If there is not an article in the guide aimed at the specific fault you are experiencing, or the information in the guide did not resolve the issue then the first thing we would recommend is trying to open the Xpedition page in Firefox. This will let us know if the issue is limited to Safari, or a more generic issue.
If the fault seems to be limited to Firefox we would recommend resetting Safari by opening Firefox, selecting ‘ Help’ and ‘Troubleshoooting Information’.

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Then ‘reset firefox’. Close and re-open browser. Do not reload oringal profile – start a new profile.

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