Resolving Common issues with Xpedition on Windows
Resolving Common issues with Xpedition on Windows
Hello and welcome to this guide on how to resolve common issues with the Xpedition running on Windows computers. To find the answers to the fault you are experiencing please click on the relevant section header below;
Helpful Windows Commands and Shortcuts
What are the Supported Browsers and Operating systems?
How do I install Silverlight for Windows?
I’m not able to view all of the menu options in planner (all browsers).
When Using Internet Explorer
How to check to see if Silverlight is installed.
When I try and log on the page resets and I can’t log on
The ‘Click to install Silverlight’ is not disappearing from planner page.
The Planner page is displaying ‘100% ‘and is not activating.
My Antivirus program is reporting an error, or detection of a virus which will not let me load Silverlight
SIlverlight update not installing
All other faults
When Using Firefox
How to check to see if Silverlight is installed.
The ‘Click to install Silverlight’ is not disappearing from planner page
The Planner page is displaying ‘100% ‘ and is not activating
All other faults
Helpful Windows Commands and Shortcuts
Cut - Control ‘Ctrl’ and ‘X’.
Copy - Control ‘Ctrl’ and ‘C’.
Paste - Control ‘Ctrl’ and ‘V’.
Refresh – ‘F5’
Refresh (override cache) – Control ‘Ctrl’ and ‘F5’.
Preferences - Control ‘Ctrl’ and ‘C’.
Screenshot - ‘Print Screen’ button.
What are the Supported Browsers and Operating systems?
Silverlight is required for the use of the Xpedition planner and in Windows this requires the operating system of XP SP3 or above. The supported browsers for Silverlight include;
Internet Explorer (minimum requirement is version 7, however support depends greatly on the version of windows you are running. For more information please check the following link: http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.asp)
Google Chrome (version 12 to version 44)
Firefox (version 12 to 54)
Opera is not officially supported but some integration for Silverlight is included, however as a result we are not able to recommend this browser 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
Note: Microsoft Edge, the latest version of Google Chrome and the latest version of Mozilla Firefox do not support Silverlight. The Xpedition Planner will not be able to be accessed when using these browsers.
How do I install Silverlight for Windows?
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.
I’m not able to view all of the menu options (all browsers).
This can occur in particular with the ‘right click’ menu options available in the planner mode where options at the bottom of the list may be hidden as shown below.
Click the image to view larger copy
Whereas there should be a few additional options, with the bottom of the list in this example being ‘delete from Xpedition’.
Click the image to view larger copy
To resolve the issue we recommend one of three solutions;
Changing the zoom level of your browser. This can be completed by holding the ‘Ctrl’ button, combined with either using the mouse wheel, or pressing the ‘+ (plus)’ or ‘- (minus) to change the zoom level. There may also be options in your chosen browser.
Using the browsers full screen mode. By pressing ‘F11’ the address bar and options are hidden leaving the planning area of the map larger. Press ‘F11’ to return to the normal view.
If you have the Premium version of Xpedition you can also use the Xpedition full screen mode. This allows the mapping to fill the entire area, and can be selected in the planner mode via the ‘Extras’ tab, and ‘enable full screen mode’.
Internet Explorer
How to check to see if Silverlight is installed.
To check whether Silverlight is installed and recognised via Internet Explorer please open the ‘tools’ menu, then ‘internet options’ and select the ‘programs’ tab. Select ‘manage add-ons’ and you should get a screen that’s looks like this.
Click the image to view larger copy
Then make sure to select ‘toolbars and extensions’ and that you change the drop down highlighted in red to show ‘all add-ons’ and if present ‘Microsoft Silverlight should appear in the list as ‘enabled’.
When I try and log on the page resets and I can’t log on
Please go into the ‘internet options’ and ‘privacy’ tab and ensure that the slider is not set to ‘block all cookies’. These are required for Xpedition and we recommend the ‘medium’ or ‘medium-high’ security setting is enabled.
Click the image to view larger copy
The ‘Click to install Silverlight’ is not disappearing from planner page.
We first recommend checking ‘internet options’ > ‘programs’ > ‘manage add-ons’> selecting ‘Microsoft Silverlight’ from the main list and ensuring its status is ‘Enabled’ using the enable button at the bottom.
Click the image to view larger copy
Secondly select the more ’More information’ under the Microsoft Silverlight sub-heading and in the following menu make sure that ‘Allow on all sites’ has been selected which is confirmed with a ‘*’ appearing in the approved websites list as shown below.
Click the image to view larger copy
If this fails to resolve the issue please click here.
The Planner page is displaying ‘100% ‘and is not activating.
We recommend that the history and cookie data is reset as this will most likely cure the issue. To complete this please open ‘internet options’ and under ‘browsing history’ select ‘delete’. Ensure that the options are selected as shown in the image below and then select ‘delete’.
Click the image to view larger copy
Then close and re-open Internet Explorer to test.
If that doesn’t work we recommend returning to the ‘Internet Options’ options’ and under ‘browsing history’ select ‘settings’ and in the ‘Temporary internet Files’ changing the check frequency to ‘every time I start Internet Explorer’.
Click the image to view larger copy
Save then close and re-open internet Explorer and test.
If this fails to resolve the issue please click here.
My Antivirus program is reporting an error, or detection of a virus which will not let me load Silverlight
We are aware of some antivirus programs that try to limit the access to the Silverlight program particular with Internet Explorer and usually with MacAfee but on occasion Kaspersky are known to be problematic. Usually this can be resolved by changing internet browser; however you would need to change the settings of your antivirus program for a fix with Internet Explorer. For more information you would need to contact the supplier of your anti-virus program.
All other faults – Internet Explorer
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 a different browser. This will let us know if the issue is limited to Internet Explorer, or a more generic issue.
If the fault seems to be limited to Internet Explorer we would recommend resetting internet Explorer by opening the ‘internet options’> selecting the ‘advanced’ tab and the ‘reset’ option under ‘reset internet explorer settings’.
Click the image to view larger copy
If the fault is across all browsers we would first recommend re-installing the Silverlight application. This can be completed via the ‘control panel’ and ‘uninstall a program’ which should produce a list of programs of which ‘Microsoft Silverlight’ should be listed. Select it and uninstall. Then visit our guide for re-installing supplied earlier in this guide (How do I install Silverlight for Windows)
Silverlight update not installing
There is a current issue (as at May 2017) with some SIlverlight installations for windows where the process of installing, updating and validating goes into an unresolved loop. We recomend the following solution from Microsoft support website: https://support.microsoft.com/en-us/help/2608523/how-to-clean-a-corrupted-silverlight-installation-and-then-reinstall-silverlight. It is important to follow the instructions very carefully.
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 (Versions 12 to 54)
Please note - if you are running a later version of Firefox than version 54 then Silverlight will not be supported. You will need to use Internet Explorer to access the Planner and My Xpedition.
How to check to see if Silverlight is installed.
With the latest version of Firefox (which we recommend updating to) you can check the Silverlight plug-in is installed and running by going to our Xpedition planner page (http://www.satmap-xpedition.com/Planner/) and clicking on the plug-in icon to the left of the address bar.
Click the image to view larger copy
When selected make sure to select ‘continue allowing’, or ‘allow and remember’ to activate the plugin.
Click the image to view larger copy
The ‘Click to install Silverlight’ is not disappearing from planner page.
With the latest version of Firefox (which we recommend updating to) you can check the Silverlight plug-in is installed and running by going to our Xpedition planner page (http://www.satmap-xpedition.com/Planner/) and clicking on the plug-in icon to the left of the address bar.
Click the image to view larger copy
When selected make sure to select ‘continue allowing’, or ‘allow and remember’ to activate the plugin.
If this fails to resolve the issue please click here.
The Planner page is displaying ‘100% ‘and is not activating
In this event we would recommend clearing the browsers history including cached data. To complete this select the dropdown menu in the top right hand corner, and select ‘history’ as shown below;
Click the image to view larger copy
Then update the options as shown below, and ‘clear now’.
Click the image to view larger copy
If this fails to resolve the issue please click here.
All other faults - Firefox
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 another internet browser. This will let us know if the issue is limited to Firefox, or a more generic issue.
If the fault seems to be limited to Firefox we would recommend resetting Firefox by opening Firefox, selecting the drop down meun in the top right hand corner, then the ‘open help menu’ questionmark at the bottom of that dropdown, and then ‘troubleshooting information’.
Click the image to view larger copy
Then select ‘reset firefox’, and close and re-open browser to test.
Click the image to view larger copy
If the fault is across all browsers we would first recommend re-installing the Silverlight application. This can be completed via the ‘control panel’ and ‘uninstall a program’ which should produce a list of programs of which ‘Microsoft Silverlight’ should be listed. Select it and uninstall. Then visit our guide for re-installing supplied earlier in this guide (How do I install Silverlight for Windows)
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.
Click the image to view larger copy