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How can I assist the VIS-Online Administrator to solve my problem ?
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Make it easier for your queries, problems or comments to be answered by including the following information in your emails to
VIS-Online's system administrator: online_supervisor@vis.com.tw.
(1) Your Online username (so we may test your connection and environment faster). Your login parameters will be kept confidential.
(2) Screenshot of the error message or issue of concern.
(3) Type of service or function.
(4) Browser type and version.
(6) Frequency of occurrence.
(7) Only your PC or all PCs.
(8) Additional information that could assist us to answer your request faster. |
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How can I refresh my browser - to assure I view the latest information ?
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Sometimes clicking the 'Refresh' button at the top of the browser screen does not always refresh your browser! You need to clear the cache memory. The following steps guide you on cleaning your browser, so that the latest information is shown. If you are using Microsoft
IE, please clean your cache by following these steps:
(1) Tools.
(2) Internet Options.
(3) General.
(4) Temporary Internet Files - click the ' Delete Files' button. If you are using
Firefox browsers, please clean your cache by following these steps:
(1) Tools.
(2) Options
(3) Privacy.
(4) Cache.
(5) Clear. |
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How do I setup my browser cookies - for improved Online security access ?
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Microsoft IE browsers:
(1) Tools.
(2) Internet Options.
(3) Security.
(4) Customer Level.
(6) Scroll down to cookies.
(7) Click 'Enable'. Firefox
browsers:
(1) Tools.
(2) Options.
(3) Privacy.
(4) Click on the Cookies label.
(5) Enable 'Allow sites to set cookies'.
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How do I check my connection to Online ?
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Pinging will enable you to check whether the host name can be reached from your system.
Example: ping online.vis.com.tw (Note: this must be entered in DOS mode).
The host name is typically the name shown after the @ in an email address, the name shown after the www on a web address or the address you would need to telnet to a remote location.
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How do I decipher error messages from my browser ?
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Deciphering the cryptic error messages are often the main problem when troubleshooting your browser.
Before troubleshooting, please try to access the same URL a few times. Temporary network glitches may clear by the time you reload the page. Also make sure you regularly clear your browser cache (see how to refresh your browser,
above).
To make sure that your workstation and Internet connection are functioning properly, try to access another site immediately after receiving an error. If you receive the same error several times on different sites that you have been able to access before, the problem may be with your own connection.
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How do I troubleshoot my
IE browser ?
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Error
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Possible Cause
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Tips
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Out of memory error
- when launching your Internet Explorer. |
The virtual memory could be disabled or some other memory configuration error(s). |
On your Windows platform, try this: To enable virtual memory, follow these steps:
Click the Start button, point to Settings, and then click Control Panel. Double-click the System icon (then click Advanced). On the Performance tab, click the Virtual Memory option. Click the "Let Windows manage my virtual memory settings (recommended)" option. Or, if you must use your own virtual memory settings, allow as much space as possible for the maximum size then click OK. |
The Internet site was not found. Please make sure the address is correct. Could not open http://...
Out of memory error
- when launching your Internet Explorer.
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Improper client configuration, invalid URL, or network connection malfunction.
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Check to make sure that your workstation connection is functioning. Try to access two other sites that you normally are able to access easily. If you cannot, it is possible that you may have lost your modem or network connection. Disconnect and relogin. Double-check the spelling of the URL. If you have recently upgraded your copy of Explorer, double check the network settings to make sure that all needed info is present.
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| Unable to open your desired homepage ... The site reports that the item you requested could not be found. |
The remote server is telling you that the first part of the URL (http://www.tsmc.com) is correct, but the specific page you were looking for (~homepage) does not exist, probably due to an incorrect or invalid URL. |
Check typing and try again. The site may no longer exist. Confirm URL when possible with creator/author or webmaster. |
| The Internet site "..." was not found. Please make sure the address is correct. |
In this case, the URL is completely wrong. |
Double-check the URL, or confirm through the creator/author or webmaster. Try to Ping the site to make sure it exists or is online. |
| Cannot open... You do not have permission to open this item. |
Often results from an invalid or improper URL. |
Ping the site to make sure that the site is up and running. If you get this error for several sites, try troubleshooting your Internet connection (e.g., disconnect, redial and
re-login). |
Unable to open:
The required Internet protocol is not installed, or the address may be invalid. |
Network lag/slowness problem. |
Ping the site to see if it is alive. If alive, then it could be lag. Otherwise, the service really is unavailable. |
| >>
More Info. from Microsoft |
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How do I troubleshoot my
Firefox browser ?
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Error
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Possible Cause
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Tips
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| Firefox did not shut down normally |
The most common cause is Firefox not shutting down normally. It might still be running in the background (even though its not visible). Restart your computer to see if the problem goes away. |
If simply restarting didn't help, it may be that Firefox previously exited without deleting the lock file. First, restart your computer. After it restarts, don't try to start Firefox. Second, open the profile folder. Third, delete the lock file parent.lock.parentlock. |
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| The server does not have a DNS entry. |
TCP/IP stack not present or malfunctioning. Temporary network slowness or problems. Can't access Internet through firewall. Requested site may not exist or YOU ARE NOT CONNECTED! |
If you can reach another remote site successfully, chances are your TCP/IP stack is functioning. If you can't, try disconnecting, rebooting, and reestablishing your connection. Check with your network administrator to make sure that your account should be able to access the Internet through the firewall. Ping the host name to make sure it exists. Also, check the settings for your operating system's TCP/IP stack - Windows or Macintosh. |
| 404 Not Found. |
URL may not exist. Memory and disk caches may be set too low. |
Under Options | Network Preferences | Cache, raise the cache gradually in 1000K increments. Confirm URL when possible with the webmaster for that site. *Note: Don't raise it too high either - this can cause memory and hard disk problems. |
| 404 Access Denied. |
File permissions are not set correctly or are not set to be accessed by certain groups. |
If you believe that this is an error, you could try emailing the web page owner (or webmaster). The link could be bad or the URL may have been mistyped. Otherwise, there really isn't anything you can do. |
| 503 Service unavailable. |
Network lag/slowness problem. |
Ping the site to see if it is alive. If alive, then it could be lag. Otherwise, the service really is unavailable. |
| Socket is not connected. |
Usually temporary connection problem. |
Try at least two other Web pages on different sites. Then, try the site you got the error on again. If you still get the error, you may wish to disconnect and reconnect to the server. |
| Connection timed out. |
Network slowness or site is unavailable. |
Ping the host site to determine if the site is accessible from your server. If alive, then it could be lag. Otherwise, the service really is unavailable. |
| >>
More info. from Firefox |
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How do I troubleshoot my
VIS FTP ?
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Error
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Possible Cause
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Tips
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Login failed with error "530 Login incorrect".
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A wrong password was typed.
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Retry to type correct password again.
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You are using Microsoft Internet Explorer with wrong URL format.
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The correct format is:
ftp://username:password@ftp3.vis.com.tw
(Replace username & password with your actual username and password.)
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Login failed with error "access denied".
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The username may be typed in wrong.
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Retry to type correct username again.
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The source IP address where you connect from is unauthorized.
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Ask your network administrator for help or contact VIS CE.
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Slow file transfer occur
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Network congestion might happen on your side.
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Ask your network administrator for help.
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Network congestion may happen on VIS side.
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Try another server name "ftp3.vis.com.tw" for instead, which has load sharing mechanism on it.
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Transfer failed with error "425 Can't build data connection".
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Incompatible firewall issue
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Configure your FTP client to enable "passive" ftp option.
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Incompatible network issue
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Try another server name "ftp.vis.com.tw" for instead.
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* If your question is not listed above, please contact VIS CE for help.
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