Entries tagged with “Problems” from CMS

screen.jpg          +  grab-bag.jpg    =help-trans copy.jpg

So you’ve got a problem with Collage, or your website in general. Take a deep breath and relax – you are not alone and you’ve come to the right place!

Are you feeling adventurous and want to try to fix the problem yourself? If so, we’ve got a two-part step-by-step how-to guide on how to solve most common problems: Part 1 and Part 2.

However, if you’ve run into a problem that’s stumping you and need help then please contact the Web Content Team. The easiest way is by e-mailing webcontent@uml.edu or you can call the Web Content Hot-line at 978-934-3875 (extension 3875 on campus).

Before you e-mail or call it's best to have a few things ready – this should save us both time trying to figure out what’s wrong and fixing it. Information is key – and the more the better!

1.    Who are you and how can we best contact you? In an e-mail please make sure to tell us who you are and what e-mail and phone number to best reach you at. We’re aware that many people at the University work part-time or don’t have a set phone number etc. so just tell us how to best get in touch with you and when you’ll be at that location etc.

2.    What page are you having a problem with? Find the page you’re editing on the live site – http://www.uml.edu and copy and paste the web address into the same e-mail. For example if you were editing the About The College page for Arts & Sciences you’d copy and paste this url: http://www.uml.edu/College/arts_sciences/about.html


3.    What’s the name of your task in Collage? Make sure to name your task something specific other than just – “Updates to Website”. (Adding notes to your task is a good idea, too). The more specific the name the easier it will be for us to find it – keep in mind while you may see only a couple of your own tasks – we see hundreds from everyone.


3a. If you’re not sure what the task name is – go inside the task to the Overview and you’ll see it there at the top (as well as several other places). It’s also listed in your Inbox in Collage. It would also help to know what Task Template you are in – this too can be found in the Overview of your task.



4.    It will also help us if you tell us what Internet (Web) Browser you are using. Are you using Internet Explorer, Firefox, or something else? This can be easily found at the top of any web page you open.



5.    Did you get any error messages or see anything out of the ordinary that you haven’t seen before? Have there been any updates made to your computer since the last time you used Collage successfully?

6.    Last and perhaps most important is to send us a screen grab. This can be of whatever you’re seeing – an error message, grayed-out areas – whatever problem you are having. Here’s how to make a screen grab:

a.    On the page/screen you want to take a picture of hit Prt Scr or Prt Scn (some variation of “Print Screen”). This key is usually located on the top right of your keyboard.


b.    Then inside an e-mail select edit and paste to paste the image into the e-mail.


c.    If you’re unable to do this then you can paste the image into an image-editing program – the easiest is likely Microsoft Paint. On most computers this can be found by clicking on the Start button, All Programs – Accessories and then selecting paint.


d.    A new window will open with the paint editor in it. Select edit and then paste to paste the screen grab image into paint.


e.    Then go to the file menu and choose save as.


f.    In the new window select Desktop (or another place which you would like to save the image to – remember where as you’ll need to go there later to add the image to an e-mail), type in a file name and select JPEG from the drop down menu. Then hit Save.


g.    This will save the image to your desktop or wherever you’ve selected.

h.    In an e-mail attach this image and send it to us. If you’re using Outlook for e-mail and are unsure of how to do this – then this link will help you do that.

Voila! You’re done. I know this may seem like a lot of work – but in the end it should save us both a lot of time and headaches and get you back up and editing in Collage much, much faster.
Is your Collage not working right? It’s easy to get frustrated, this happens to all of us. Take a few deep breaths and then try these steps; if they don’t work then we’ll (hopefully) come to your rescue. You might consider these the “Usual Suspects” when it comes to problems with Collage. This is Part 2; for Java, Active X Controls and Pop-up Blockers check out Part 1.

1. There are pop-up blockers inside many toolbars as well.
Google, Yahoo, and Bing are three of the most popular toolbars that are added to your internet browser. You may have added these without even knowing. They’re often included in the “fine print” of something you’re signing up for, and if you don’t un-check the box, they’re added automatically. They often appear with the company's logo and some sort of horizontal bar just above the space where you see the website. Notice in this version of Internet Explorer the Bing toolbar doesn't show up like Yahoo and Google's - more on that later.


2. You can check to see which toolbars you have added by right clicking on an empty space on your browser – in this example the space above the Google toolbar.


2a. You’ll be given a list of what’s enabled on Internet Explorer – as you can see Google, Yahoo and Bing’s toolbars are all listed and checked – meaning they’re enabled.


3. Let’s start with turning off the pop-up blocker in the Google Toolbar in Internet Explorer.
a. Right mouse click on an empty part of the Google Toolbar.
b. From the menu select Google Toolbar Option…

c. From the Toolbar Options window select Tools
d. Then un-check the Pop-up blocker and hit save.

4. Yahoo explains how to un-block pop-ups from its own toolbar far better than I can – follow this link and read the image below to do so.


5. As for the MSN/Bing toolbar – I can’t find any documentation about its pop-up blocker – and as you can see from these pictures it doesn’t even show up normally in Internet Explorer (as opposed to Firefox where the Bing logo is displayed prominently – see below). Using Firefox, the pop-up blocker settings for the Bing Bar link to your browser settings - so as long as you've fixed that you should be all set.


Here's what the Bing Toolbar looks like in Firefox:

6. So if you have this installed its best to just get rid of the Bing toolbar:
a.    Click on the little “X” to the left of the toolbar.
b.    From the Disable Add-on window select everything you’d like to disable and click Disable.

7. You can also do this for Google and Yahoo:

a. Click on the little “X” to the left of their respective toolbars.
b. For Google choose whether to Disable the toolbar permanently or not and then hit Ok.

7c. For Yahoo make your choices from the similar window and select Disable.

8. You can also remove them all at once by clicking on Tools, and then Manage Add-ons from the drop down menu.

8a. In the new window, select Toolbars and Extensions and you’ll get this big list of programs listed alphabetically.

8b. Find the appropriate toolbar from the list – in this case Google, Yahoo, and Microsoft and click on all the toolbars etc. names you wish to disable and select Disable all.
9. Dealing with all of these toolbars in Firefox is pretty similar. Here’s what the various toolbars look like in Firefox. The big difference being the appearance of the bing toolbar that we discussed earlier.

10. Again - you can check to see which toolbars you have added by right clicking on an empty space on your browser – in this example the space to the right of the word “help”. You’ll be given a list of what’s enabled on Firefox – as you can see Google, Yahoo and Bing’s toolbars are all listed and checked – meaning they’re enabled.

11. Some good news: it appears that the pop-up blocker is not included in the Google toolbar for Firefox. To see for yourself, follow step #3 on how we shut it off for Internet Explorer (it’s the exact same process). However when you get to the Tools section – the pop-up blocker is no where to be found.


12. Yahoo is similar to Internet Explorer as well - please see step #4.

13. Bing's options link to that of Firefox. So as long as you completed the steps in step #5 in The Usual Suspects Part 1 you should be all set.

14. You of course can also remove them by once again “Managing the Add-ons” just as we did for Internet Explorer in step #8.

a.    Click on Tools, and then options from the drop down menu.


14b.  In the new Options window, select General and then click on Manage Add-ons.

14c. Select "Extensions" and then find the appropriate toolbar from the list – in this case Google, Yahoo, and Bing and select Disable or Uninstall (or one then the other). Unfortunately you have to do these one at a time.



15. Are you having problems uploading? Whether it be pdf's, word doc's, images or more some browsers work better than others. Most versions of Firefox allow you to go through all the steps of uploading and then nothing appears in the folder you've chosen to upload to. If this is the case - try Internet Explorer and you should be able to upload.

16. There is one exception: If you're using Internet Explorer Version 8 or up, you'll need to add Collage to the "Trusted Sites" in order to upload. However you may need to be an Administrator to do this. If so you'll need to call the I.T. Help desk at ext. 4357 (HELP).

16a. Click on Tools.

16b. From the drop-down menu select Internet Options.

16c. From the new Internet Options window click on the Security tab.

16d. Then click on Trusted Sites and then the Sites button. Notice it says here some settings are managed by your system administrator.

16e. Uncheck "Require Server verfication (https:) and add http://collage.uml.edu to the list of trusted sites. It should show up in the Websites list. Then close the window.

16f. If you do not have permission to do this the Trusted sites window will be grayed out and you won't be able to type there. If this is the case please call the I.T. Help Desk (ext. 4357 - HELP) and request this to be done.

17. If none of those solutions does the trick, there may be another program on your computer that's not playing nice with Collage.

Has anything been installed since the last time Collage worked correctly for you? What’s changed in between? Do you have AIM (AOL Instant Messenger) or anything like that on the computer? It could be one of these types of programs that are gumming up the works.

You can try removing these programs, or try another computer that doesn’t have these on it and see if it makes a difference.

18. If none of these steps to correct the “Usual Suspects” work, we may have to make a house call. Please contact the Web Content and Web Services teams at webcontent@uml.edu or call our helpline at 978-934-3875.

Please be as specific and detailed as possible when explaining your problem – and include some screenshots if possible.

You can give us your log-in and password over the phone and we can try logging in on one of our computers to see if we have a similar problem (if not it’s definitely something on your computer) or we can come for a visit and take a look at your computer in person.

For how to update your Java, Active X Controls and Pop-up Blockers please check out The Usual Suspects Part 1.

Is your Collage not working right? It’s easy to get frustrated, this happens to all of us. Take a few deep breaths and then try these steps; if they don’t work then we’ll (hopefully) come to your rescue. You might consider these the “Usual Suspects” when it comes to problems with Collage. This is Part 1; for the tools to solving the toolbar crisis (and more) please  go to The Usual Suspects - Part 2.


1. The problem could be your Java. Unfortunately Collage works best on, let’s say an “older version” of Java. To make matters even more fun – your Java is one of the things your computer may be set up to automatically update. So if you’re having problems try installing this: http://www.uml.edu/public_affairs/webservices/Java_Instructions.html


Another link you can try is this: http://www.uml.edu/java

1a. Follow the instructions and then re-start the computer and re-log into Collage.

2.    Is there an “Active X Control” or some sort of other message you get when you first log into Collage?

You probably think nothing of it and just X it out? It may appear as a pop up window or an extra line or something at the top of your screen. If so accept/install it instead - this may clear up your Collage problems. Don’t worry about doing this – if worse comes to worse we can roll back your computer to before you did this step. Learn more about Active X Controls.


3. What Browser are you using? Internet Explorer 6 and 8, and the current version of Firefox all work for Collage. However Safari, Google Chrome and more do not. Download the latest versions of Internet Explorer or Firefox.

4. Make sure the pop-up blocker is off. Keep in mind there may be more than one pop-up blocker, so make sure to check that it is off on both your internet browser (Internet Explorer, Firefox etc.) and well as any toolbars you may have installed (Google, Yahoo, Bing, etc.)

5. Here's how to turn off the pop-up blocker:
If you’re using Firefox:
a. Click on tools.
b. From the drop down menu select Options.

c. Click on Content.
d. You can either un-check the Block pop-up windows or click on Exceptions.

e. Notice that “Block pop-up windows is checked. (If its not checked then you’re pop up blocker is already turned off).

f. If you chose to click on Exception then you’ll get a new pop-up window.
g. In it you’ll need to type in the web address for Collage – collage.uml.edu and then hit Allow. If Collage has already been added to this list you’ll see it in the list below.

h. Once you’re done hit OK on the Options window.

6.    If you’re using Internet Explorer:
a.    Click on Tools.
b.    From the drop-down menu, select Pop-Up Blocker and then Turn off Pop-Up Blocker.
c.    If you’re Pop-Up Blocker is already turned off this will say Turn On Pop-Up Blocker.

d.    Another option is to select Pop-up Blocker Settings.

e. Then you’ll need to type in Collage’s web address into the exceptions space, and hit add and then close.

f.    Notice that once you hit add the address will appear in the list below.


For the tools to solving the toolbar crisis (and more) please go to The Usual Suspects - Part 2.

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