Troubleshooting Problems on ECC Clients

If you experience display or handling issues when using ECC, or you are not able to log in the way you normally do, check to see whether this comes from one of the known issues.

If you experience any of these problems, see the solution suggestions here.

Problem: ECC is not responding to my clicks and entries

ECC seems to be frozen. It is not responding to anything I do, and the processing strip above the menu bar shows no activity.

Solution: Set your zoom level to 100%

This problem can happen in Internet Explorer 11 with certain zoom levels. Make sure your zoom level is at 100%. With higher zoom levels, the response time of the ECC interface can be so slow that it seems that nothing is happening.

Problem: I can't log in because the "Session expired"

On the ECC login page, I cannot log in and I get a warning that the "Session expired" although I haven't even logged in yet.

Solution: Allow cookies on your browser

ECC can only work with cookies enabled.

Problem: The ECC screen is blank

I just logged in and I see the menu bar, but other than that the screen is blank.

Solution: Empty your browser's cache

If your ECC instance has been upgraded, then you need to empty your browser's cache and log out and back in. Even if you don't do this, if you select a perspective from the menu bar, the perspective opens. It's still a good idea to empty your cache before using a new version.

Problem: Kerberos login is not available

On the ECC login page, I see the warning message "Kerberos login is not available" and I can't sign on with my Windows name and password.

Note: This error message indicates that ECC expects that you are setup to be able to log into ECC with the same name and password which you log into your computer with. This capability is known as "single sign-on" (SSO). Automic uses the Kerberos authentication protocol to manage SSO.

Solution: Use Automic default login

If you have been able to login with your Windows name and password, but you are now trying to log in from a different computer or different domain, it could be that Kerberos is not installed on that resource. In this case, you need to login with your Automic username and login information. See Standard Login in Logging into ECC.

Administrators: For more information, see Configuring ECC Login and User Authentication.

Solution: In Firefox allow the ECC help pop-up

If you are trying to log into ECC on a Firefox browser, then you need to enable single sign-on in your browser with the following steps:

1. In the address bar of your Firefox browser window, type "about:config" and press Enter.
2. Confirm that you accept the risks of changing configurations by clicking I promise, I'll be careful!
3. Search for "network.negotiate-auth.allow-non-fqdn".
4. Double-click the Value to change it to "true".
5. Close the window and try logging into ECC again.

You can test whether the problem is in Firefox by trying to log into ECC on Google Chrome or Internet Explorer. If there is no problem there, then use the previous steps to configure Firefox.

If this does not help, then contact your Automic administrator. There might be a problem in the configuration of your environment.

Problem: I can't unpin the ECC Message window

I would like to ECC messages appear in a separate window, but I can't unpin the Messages panel from the main pane when monitoring process executions.

Solution: Disable pop-up blockers

Disable pop-up blockers in your Internet browser.

Problem: Screen text is cut off and other things look strange

After an ECC upgrade, you notice display problems, like text on buttons, labels and links being cut off.

Solution: Empty cache to retrieve latest stylesheet

Your browser is still using an old version of the ECC stylesheet, which it has stored in its cache.

Empty the cache of the browser and login to ECC again. With the new login, you browser will retrieve the latest ECC stylesheet. For instructions about emptying the cache, see the user help for your internet browser. For example, for Microsoft Internet Explorer, you can do this by pressing Ctrl + F5.

Problem: I can't open the online help

I can't open the ECC online help from the menu.

Solution: Allow the ECC help pop-up

Allow pop-ups for blockers of the ECC help URL (http://docs.automic.com/) in your Internet browser.

If your company security policy prohibits employees having Internet access, then you cannot access the default location of the online help. In this case, contact your Automic administrator and request that the ECC online help is placed on a secured intranet. Your administrator can find further information in configuration.properties.

Problem: I can't find my object in search

I just added an object and I can't find it when I search.

Solution: Wait a bit

Wait a minute and try again.

To make global search work quickly without compromising other system processes, ECC does not read directly from the database. Instead, ECC loads the searchable fields of all objects into a separate indexed search file, which it updates in short intervals. This means there can be a short lag before newly added or edited objects show up in the search results.