Instant Intelligence Knowledge Base » Troubleshooter » Popular Guides

Printouts do not appear as expected

Administrator — Thu, 23 Jul 2009 10:17:42 GMT

When you print out a file or page from Instant Intelligence, you are printing the preview image that is on the screen, not the original document.

The page is printed using your web browser's printing settings. By default, most browsers put a header and footer on each page, and apply margins within which they scale the printout.

To remove the header and footer, and change the margins, you need to go to your browser's printer or page setup options. This is usually accessible from the File menu, or may be found by clicking on the dropdown arrow to the right of the printer icon on the browser's toolbar.

To print out the original file, you will need to retrieve it from the system and print it from the relevant program on your computer. Use the system's download or email functionality to retrieve the file onto your computer.

I can't scan or upload

II Customer Services — Thu, 30 Apr 2009 13:15:24 GMT

Instant Intelligence uses a system of groups to determine what users can do in each folder. If you cannot scan or upload files, it is because an administrator has not given you access, so you need to contact your system administrator to rectify the issue.

I can't see files or folders I need to

II Customer Services — Thu, 30 Apr 2009 13:13:01 GMT

Instant Intelligence uses a system of groups to determine what cabinets and folders users can and cannot see and what they can do in each folder. If you cannot access files or folders, it is because an administrator has not given you access, so you need to contact your system administrator to rectify the issue.

My scanner isn't working

II Customer Services — Thu, 30 Apr 2009 12:57:11 GMT

If your scanner is not working, there are several things to check:

1. Has the Active-X plug-in been installed in your browser

If the scanner screen has a blank square with a red X in the upper left corner, the plug-in has not been installed properly. In which case, in your browser, go to Tools and select Internet Options, and then go to the Programs tab and click the Manage Add-Ons button. You should then see a list of modules that have been added to your browser - look for one labellled 'Dynamic Twain' or 'Dynamsoft' and delete it. You will then need to close down your browser and restart it and log in again. The next time you click Scan, you will need to reinstall the scanner plug-in - see the attached document.

2. Is the correct scanner selected?

If you have had more than one scanner or similar device installed, the system may not know which one to use. Click on the Settings buttoon in the scanning area to choose your scanner.

If you click on settings and the scanner is not shown in the list, then you need to check that the scanner is powered on and connected. Try restarting your computer and seeing if it is recognised then.

3. Can you scan from other applications?

Try scanning from another application - there may be some software that was installed with your scanner, or use Microsoft Office Image Scanning, which will be in Microsoft Office/Tools on your start menu if it has been installed.
If you can scan from another application but not from Instant Intelligence, it may be that some other appliaction or utility has locked te connection to the scanner. Try restarting your computer, and check that there is no software running that monitors the scanner - your system administrator should be able to assist.

I cannot connect to the Instant Intelligence Login page

SteveM — Wed, 29 Apr 2009 16:56:13 GMT

If you cannot access the Instant Intelligence site, try the following steps to identify the problem.
See if you can access other websites in your web browser.

If you can't, you'll need to check your network and internet connections and make sure they are all working. Contact your system administrator.

Can other users access Instant Intelligence?

If they can, the problem is most likely something to do with your organisation's network and internet access policies - something is not letting your user account or your computer access Instant Intelligence - contact your system administrator.

Have you connected before?

If you have been able to connect in the past but cannot connect now, and other users or computers are having the same problem, check www.instantintelligence.com for information and contact support@instantintelligence.com to report a problem.

Are there any system policies, filters or restrictions?

Contact your system administrator to see if there are any filters, restrictions or access policies on your network that might be blocking access to Instant Intelligence, and if so, ask them to be removed.

It may be that your network's Internet Security (ISA) server does not have the most up to date Root Certificates.

The first thing to try is to attempt to run Windows Update on your PC, selecting Custom and not Express. Unselect all the High Priority updates (we only want an Root Certificate updates) then Select “Software, Optional”. You should see a reference to Root Certificates - make sure this is the only item selected and click Install Updates. Once again make sure that only the Root Certificates update is selected and press Install Updates.
You may have to reboot your PC and this may well fix the problem, but it is possible that you may need to have this process repeated on the ISA server. See if updating your PC cures the problem first.
If you prefer not to run Windows Update, then have a look at http://support.microsoft.com/kb/931125 . This is a link to a page at Microsoft that has the latest Root Certificate Update.
Finally if all else fails, you may need to consider installing the two Root Certificates that are need for Network Solutions issued certificates. The instructions on how to do this are at http://customersupport.networksolutions.com/article.php?id=1196. This process is exactly the same for ISA server 2000, 2004 and 2006.You will need a copy or the Instant Intelligence certificates, which you can request by email at support@instantintelligence.com.