Troubleshooting

Browser and System Requirements

Be sure your browser and computer meet the following minimum requirements. Though Critical Event Reporting operates correctly with these minimum specifications, newer computers with additional RAM and better screen resolution improve how Critical Event Reporting functions.

The Critical Event Reporting application is supported fully on Microsoft Internet Explorer versions 8, 9, 10, and 11. You may experience minor display issues in MSIE 8.

Firefox and Chrome are tested and supported.

No other internet browsers are tested.

Screen resolution: 1024 x 768

Download Microsoft's Critical Update Package.

You may see several minor problems in the Services Portal software if you have not downloaded Microsoft's Critical Updates package. To download this package:

1. From the Tools menu in Internet Explorer, select Windows Update.
2. From the Windows Update page, click the Product Updates link.
3. If you see a Security Warning prompting you to install the Windows Update Control package, click Yes to install the updates.
4. On the Select Software page you should see Critical Updates package listed. If the box next to Critical Updates package is checked, you have not yet installed the Critical Updates package.
5. Click Download.
6. Follow the on-screen instructions to complete the download and installation of the Critical Updates package.

Critical Event Reporting doesn't display correctly.

If you are blocking popups, turn off the blocker while using Critical Event Reporting.

My screen is small and I want to see more information.

You can maximize the Internet Explorer window and change to a full-screen view by pressing F11. Press F11 again to return the window to its original look.

Why do I get a Page Error when I attempt to view Critical Event Reporting?

It is recommended that you clear temporary internet files (browsing history) before you log in for the first time after the upgrade or if you are getting a Page Error when attempting to view Critical Event Reporting. The browsing history delete utility is found on the browser's Tools menu or on the Internet Options pop-up window, General tab. In Chrome, click  and click History, then click Clear browsing data.

I don't see all the incidents I expected.

CER uses global groups to display vehicle incidents.

Global groups enable you to use the same vehicle (and driver) groups across all Services Portal applications that recognize global groups. This change can affect which assets you see listed in two different ways:

• Global groups recognize two types of user. Unrestricted users can see all assets regardless of global group membership. Restricted users can only see assets that belong to global groups they are a member of. If you are a restricted user, you won't see all of the vehicles you saw before CER was upgraded to use global groups. If you need your vehicle access changed, contact your company's system administrator.
• If your company recently changed the vehicle id (VID) associated with a mobile unit, such as moving it from one vehicle to another, the incident list does not include incidents from before the move. This is true if you are a restricted user or an unrestricted user filtering by one or more groups. If you are an unrestricted user, change your global group filter to see all assets. All incidents then appear.