Download Genesys - Java Issues

New Article with 4 solutions:
Title: Genesys - Java Related Issues
Keywords: Genesys, webcast, webinar, meeting center, audio conferencing ,
web meeting, audio, web conferencing
Solution 1:
Genesys - Troubleshooting MS Java Version
Sites Affected: Pharma
Problem:
The user has the minimum MS Java version (MS Java 5.0.0.3810), but is still experiencing problems.
Solution:
It is possible that the MS Java files have become corrupt.
1. Create a new Vantive Ticket.
2. From within Internet Explorer:
a. Click on ‘Tools’  ‘Internet Options’  ‘General’ , click the ‘Delete Files’ button. Select the ‘Delete all
offline content’ option then click ‘OK.’
b. Click on ‘Tools’  ‘Internet Options’  ‘General’  ‘Settings’  ‘View Objects’ (see screen shot below).
Delete JavaConnect, JNILoader Control, and any files beginning with Sametime... or ST.... Click ‘OK’
to close when done.
c. Click on ‘Tools’  ‘Internet Options’  ‘General’  ‘Settings’  ‘View Objects’ (see screen shot below).
See if any files have a Status of Damaged or a Creation Date in the future (excluding Java Runtime…
files). If so, delete them and re-install MS Java.
d. Shut down and re-start the browser.
If the issue is still not resolved, warm transfer to the users local Genesys Help Desk. The local Genesys Help
Desk number can be located at:
http://conferencing.novartis.com/contact/techsupport.htm
Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question
3 - Low
SITE HELP DESK
If customer's issue cannot be resolved by the Genesys Help Desk, escalate issue to Genesys Solver Group.
Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question - Onsite Solver
3 - Low
ECollaboration
Checklist Questions:
1. Have you escalated this issue to the Genesys helpdesk first?
2. Use this TAD ONLY after Genesys helpdesk attempted to troubleshoot.
Solution 2:
Genesys – Troubleshooting SUN Java Version
Sites Affected: Pharma
Problem:
The user has the minimum SUN Java version (Sun JRE 1.4.2) but is still having problems, or receives the
following error:
Solution:
It is possible that the Java files have become corrupt (which is the case in the above error)
1. Create a new Vantive Ticket.
2. With Internet Explorer shut down, click on ‘Start’  ‘Settings’  ‘Control Panel’  ‘Java Plug-in’ (make sure
not to select java Plug-in v1.3).  ‘Cache’ tab
3. The applets can be deleted from here by pressing the ‘Clear’ button, then pressing ‘Yes’ to confirm.
4. Restart the browser
If the issue is still not resolved, warm transfer to the users local Genesys Help Desk. The local Genesys Help
Desk number can be located at:
http://conferencing.novartis.com/contact/techsupport.htm
Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question
3 - Low
SITE HELP DESK
If customer's issue cannot be resolved by the Genesys Help Desk, escalate issue to Genesys Solver Group.
Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question - Onsite Solver
3 - Low
ECollaboration
Checklist Questions:
3. Have you escalated this issue to the Genesys helpdesk first?
4. Use this TAD ONLY after Genesys helpdesk attempted to troubleshoot.
Solution 3:
Genesys - Java Error
Sites Affected: Pharma
Problem:
There are minimum requirements for running Genesys Meeting Center in Java. If the workstation does not meet
these requirements, an error message will display.
Solution:
1. Create a new Vantive Ticket.
2. Java minimum requirements for Genesys Meeting Center browser are:
a. Sun JRE 1.4.2 (optionally available on ENGINE V2.0 and above)
b. MS Java 5.0.0.3810 (optionally available on ENGINE V2.0 and above)
3. To verify the Java version, instruct the user to open the following URL:
http://javatester.org/version.html
4. The version of Java is displayed about halfway down the page, in the pink box:
Note: MS Java 5.0.0.3810 is displayed as “Java Version: v1.1.4 from Microsoft Corp. “
SUN Java is displayed with the exact version, as seen in the picture below.
5. If the user’s workstation does not meet the above requirement, the following error message could appear
(this is the most common message - other error messages are possible.) It is also possible that the browser
may shutdown without generating an error message at all. Follow the directions on the error message.
1. Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question
3 - Low
SITE HELP DESK
If users issue is NOT resolved, escalate issue to Genesys Solver Group.
Log ticket as:
Type:
Area:
S/W - Custom Apps
Genesys
Detail:
Priority:
Assigned To:
Usage Question - Onsite Solver
3 - Low
Genesys Web Conf
Solution 4:
Genesys – The user’s Java version is not supported by Genesys
Sites Affected: Pharma
Problem:
User has a Java version that is not supported by Genesys
Solution:
1. Create a new Vantive Ticket.
2. Upgrading to Engine 3.x is the best solution to guarantee Genesys functionality. If upgrading is not an option,
follow the below steps.
a. User can request the ability to install/upgrade to SUN Java v1.4.x.
Note: This may not be possible due to restricted portfolios. The portfolio manager should be
contacted to see if the SUN Java can be upgraded.
b. If upgrading to SUN Java v1.4.x is not possible, the user should request the ability to install/upgrade to
MS Java v5.0.0.3810. This also may not be possible due to restricted portfolios.
c. If both vendors’ version of Java are required (e.g. SUN Java v1.3 for a business critical application in a
restricted portfolio and MS Java for Genesys), then the user will need to manually switch between Java
vendors (when switching between the business critical app and Genesys) by selecting:
 Start / Programs / Internet Explorer / Set Java Environment / select the other Java vendor
(e.g. select MS Java to use Genesys) / OK
 The user should log off and then log on, in order for the change to take effect
d. If upgrading to either SUN Java v1.4.x or MS Java 5.0.0.3810 is not an option, the user must wait for a
portfolio upgrade, and is unable to use Genesys until the upgrade occurs.
Log ticket as:
Type:
Area:
Detail:
Priority:
Assigned To:
S/W - Custom Apps
Genesys
Usage Question
3 - Low
SITE HELP DESK