Troubleshooting Connection Problems

There are several configuration/setup problems that can result in an inability to launch a HTML Access (Blast) connection successfully.

• Browser is not HTML5 compliant. Check that the browser version is one cited in the requirements.
• Pop-up blocker enabled. The browser’s pop-up blocker could prevent opening the new window for a HTML Access connection. Make sure that the user disables the pop-up blocker.
• Windows firewall disabled. Make sure that the Windows Firewall is installed and running on the user’s desktop. A disabled Windows Firewall will result in errors reported in the HTML Access logs.
• Certificate errors. If you receive an error that indicates a missing or non-matching certificate, review the instructions above under Import Certificate and Record Certificate Thumbprint and confirm that you have performed the necessary steps.
  Note: You must repeat this process each time you open and republish an image.