System information

Table 17: Ready Access Portal UI Troubleshooting
SolutionProblem
The Back button does not log a user off of the system. If you
use the Back button to log in multiple users at one time,
Metasys system devices may exceed the number of
supported simultaneous logged in users. If this occurs, the
device may reset.
Do not use the Back button to log in multiple users at one
time. See Web Browser Interaction.
You use the Back button to log in multiple users at the same time
and devices on your Metasys network reset.
When forwarding events, this attribute set to Stop allows
new incoming events to overwrite events already forwarded
on to an ADS/ADX or Ready Access Portal computer.
When you forward events to the ADS/ADX, you have the
opportunity to see the forwarded events in the ADS/ADX
indefinitely.
But, when you forward events to the Ready Access Portal,
the Ready Access Portal computer purges forwarded events
after 10 days; however, only events from the last 5 days
appear by default.
Event Action When Full attribute set to Stop has different
consequences when forwarding to an ADS/ADX versus the Ready
Access Portal.
The Silverlight plug-in is required to view graphics in the
Ready Access Portal UI.
To resolve this issue:
1. Click the button in the Ready Access Portal UI.
2. Follow the instructions on the screen.
3. Refresh the browser window.
For details on installation, refer to the Ready Access Portal
Software Installation Instructions (LIT-12011523).
You attempt to view a graphic and instead see this message and
a Microsoft Silverlight plug-in button:
The proper version of Silverlight required to view
Metasys Graphics is not installed.
The Silverlight plug-in installation or upgrade process
requires you to restart the browser session to view graphics.
To restart the browser, close and reopen the Ready Access
Portal UI.
You attempt to view a graphic after installing or upgrading the
Microsoft Silverlight plug-in, but the graphic does not appear.
This error appears when you attempt to view a graphic in a
function mode/view that does not support graphics.
To display a graphic, use the Summary function mode.
You attempt to view a graphic and the following message appears:
This view is not supported for the selected item.
This problem occurs if there is a problem with the automatic
refresh. Possible reasons for this issue are heavy LAN
network traffic or a busy computer because too many
programs are open.
To resolve this issue, click the web browser Refresh button
or select another Ready Access Portal UI view.
If this action does not resolve the problem, the
MetasysSysAgent user might have been selected as the
SQL Server login name when the Ready Access Portal
software was installed. To resolve this issue, uninstall, then
reinstall the Ready Access Portal using a new SQL Server
login name, such as MetasysRap.
An orange triangle with exclamation point ( ) appears next to the
Logout button in the Ready Access Portal UI. When you place your
cursor over the triangle, the following text appears:
Automatic updates are currently unavailable.
Refreshing your browser or displaying a different
view may correct the problem. If this condition
continues, contact a Metasys administrator for
assistance.
40Ready Access Portal Help