Troubleshooting for ChemWatch Web Applications
ChemWatch has provided the following list of tips for troubleshooting ChemFFX and ChemGold III. If you have implemented these tips and are still having technical problems, please contact the ChemWatch Help Desk at helpdesk@chemwatch.net or ph. 03 9572 4700.
Note: if you need help implementing some of these tips (for instance, if you don't have administrator rights on your computer, so can't install new software), please contact your local IT support.
For help using ChemWatch, see ChemFFX Help [UoM only] and ChemGold III Help.
- Supported web browsers
- The preferred browsers to use with ChemWatch are Internet Explorer 7 or better, or Firefox 3 or better, on machines running Windows.
- Regarding Mac users: we understand that a number of users do use Macs successfully with ChemWatch (suggested browser: Firefox), but unfortunately ChemWatch Help Desk is not able to provide technical support for Mac users at the moment.
- Software for viewing PDF and Word [.doc] files
- To view some PDF files in the system, you will need PDF reader software like Adobe Acrobat Reader.
- To view some Word documents [.doc] files in the system, you will need software like Microsoft Word (standard on University computers).
- ChemWatch advises that sometimes you may have trouble if, after installing your reader software, you later upgrade your web browser. In this case, try uninstalling and reinstalling the reader software.
- Make sure your web browser, security software or adblocking software does not block the following host names:
jr.chemwatch.net
static00.chemwatch.net
static01.chemwatch.net
static02.chemwatch.net
static03.chemwatch.net
static04.chemwatch.net
static05.chemwatch.net
static06.chemwatch.net
static07.chemwatch.net
static08.chemwatch.net
static09.chemwatch.net
lucy.chemwatch.net
www.chemwatch.net - Allow the presence of .exe in URLs for ChemWatch host names
Make sure your web browser, security software or adblocking software allows the presence of .exe in the URLs from the above list of host names. - Allow all cookies and javascript from ChemWatch host names
Make sure your web browser, security software or adblocking software allows all cookies and javascript from the above list of host names. - Try using the HTTPS version of the web address
Some issues can be resolved if you try using the HTTPS version of the address instead of HTTP, for example https://jr.chemwatch.net/chemffx/. - Error messages
- Error "A script on this page is causing Internet Explorer to run slowly" - received from ChemGold III in Internet Explorer (all versions)
This error occurs when you are changing manifest access in ChemGold III, which can take more than a minute. Internet Explorer believes something must have gone wrong and asks you whether you want to abort the script that ChemGold III is using to do its work.
Temporary solution: refuse Internet Explorer's request to abort the script. Wait for ChemGold III to finish working, then carry on as usual.
Permanent solution: follow the instructions at http://support.microsoft.com/kb/175500 to stop this message appearing again.
- Error "A script on this page is causing Internet Explorer to run slowly" - received from ChemGold III in Internet Explorer (all versions)