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Technical Support Area

Table of contents
1. Minimum requirements for your computer.
2. How to install the Java Virtual Machine.
3. How to configure your Pop-up blocker.
4. Login / account issues.

 

1. Minimum requirements for your computer.

Cedefop's Extranet platform is based on Opentext's Livelink platform (www.OpenText.com) and the minimum requirements for your computer are the ones required by Livelink.

  1. Internet Explorer version 5.5 or later, properly configured.
     
    How to tell if you have it:   
    Open Internet Explorer, select the "help" menu and then click on "About Internet Explorer" item. This will show you the version you are using.

    How to configure it:   
    1. Please configure Internet Explorer as described in the PDF document below.

    Configuring Internet Explorer for Livelink
    (You will need Adobe Acrobat Reader to open the document)

    2. Internet Explorer version 6 introduced some more strict security settings, so if a warning appears in the top of the page (see the image below), please click on it to allow the proper operation of the site.



  2. Sun's Java Virtual Machine (JRE) ver. 1.5 or later
     
    How to tell if you have it:   
    In Livelink, next to each item you will find a "function button" This is the function box appearing next to every document stored in Livelink
    Click on that button. If drop down menu does not show up, you probably do not have the Java Virtual Machine installed on your computer. You must install it (see below for more details).

2. How to install the Java Virtual Machine.

A Java Virtual Machine (also known as "Java Runtime Environment - JRE") is a software module that interacts with the Web browser (e.g. Internet Explorer) to enhance the functions you can perform with it.

In most cases a Java Virtual Machine will already be delivered and pre-installed on your new computer by the computer manufacturer/distributor. If you do not already have it installed, you can download it for free from Sun.

Please note that in order to install the Java Virtual Machine on a computer, you will need to have "Administrator Rights" for that computer. According to the IT security policy of your organization, it is likely that you do not have those rights.
In that case, you must contact your IT security colleagues to assist you for the installation of the Java Virtual Machine on your computer.

  
Download the Java Virtual Machine
 

 
After you install the Java Virtual Machine please logon to the system and check if the function buttons This is the function box appearing next to every document stored in Livelink show a menu when you click on them.
If this menu still does not appear, please ask your IT colleagues to check through the control panel:

  • the Advanced Settings in the "Internet Options".

  • the options of "Sun Java" in the control panel.

  • the "Microsoft VM" section inside the advanced options of internet explorer.

  • if your computer has both Microsoft's and Sun's Java Machines, please make sure that only one of them is enabled. You can enable or disable Microsoft's Virtual Machine from the advanced options of internet explorer and Sun's Virtual Machine from the control panel of Windows.

 

3. How to configure your Pop-up blocker (if any).

The Pop-up Blocker is a new feature in Internet Explorer. Pop-up blockers are also offered by other utilities like the "Google Toolbar",  "Yahoo toolbar" and "Norton Internet Security/Personal Firewall". The pop-up blocker is used to block most unwanted pop-up windows from appearing. By default, the Pop-up Blocker is turned on.

It is critical that you properly configure any software that prevents pop-up windows before working with Livelink. You are not required to uninstall your Pop-up Blocker software.

Most pop-up blockers allow you to either selectively allow pop-ups from some sites or temporarily disable their function altogether. We recommend that you selectively allow pop-ups from the extranet.cedefop.europa.eu site (domain).

Login to extranet, and click on the "Users and Groups" menu on the top left. Press the "Find" button to see a list of users. Click on the "Name" of one user. This should bring a pop-up window with the user details. If this window does not appear, most probably it is blocked by your pop-up blocker.

How to test if you have a Pop-up Blocker:   
Login to extranet, and click on the "Users and Groups" menu on the top left.
Press the "Find" button to see a list of users.
Click on the "Name" of one user.
This should bring a pop-up window with the user details.
If this window does not appear, most probably it is blocked by your pop-up blocker.

How to configure the Pop-up Blocker:   
Every time your Pop-up Blocker blocks a pop-up window, it displays a relative indication. 
E.g.: "Pop-up blocked. To see this pop-up click here..."
On most pop-up blockers you can click on the message (or the relative button) and configure your pop-up blocker to "allow pop-ups from this site".

 

4. Login / account issues.

Q1: I cannot login to the extranet system.
I enter my username and password and press the "Log-in" button but I am not able to login.

A1:
When you enter your account information, please make sure that no blank spaces exist before and after the username or the password.

If you see a blank screen and the address shown in your internet browser is:
http://extranet.cedefop.europa.eu/livelink/livelink.exe
then, this is an indication that the password you entered is wrong. Please go back to the extranet login page and retry.

If you see a blank screen and the address shown in your internet browser starts with: http://extranet.cedefop.europa.eu/livelink/livelink.exe/fetch/2000/ .........
then, this is an indication of slow connection speed to the internet or a slow computer. The Java Virtual Machine software may be slow in old computers.
Please wait and allow the time necessary for the page to appear. If the page appears after a few minutes, please inform your IT support colleagues about this slow operation.
Another helpful test is to try to login using a different internet connection and/or a different computer.

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Q2: I forgot my password.

A2:
Please send an email to   extranetsupport@elink.cedefop.europa.eu  with cc to    michael.ioannides@cedefop.europa.eu

We will reset your password and send you a notification email.
After your next login, we highly recommend that you go to your profile settings and change the password we assigned to you to something else.

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Q3: How do I change my password?

A3:
After a successful login to the extranet, please go to
    Tools menu -> Settings -> password
and change your password to a new one.
 

 

CEDEFOP - Europe 123, GR-55102 Thessaloniki, Greece
Phone: +30 2310 490 111 - Fax: +30 2310 490 049
General e-mail: info@cedefop.europa.eu
Agency Web Site: http://www.cedefop.europa.eu

Cedefop's Extranet: http://extranet.cedefop.europa.eu