
	Support

This page provides solutions to problems that users have encountered with the GCSE ICT Companion 6. If you have experienced a problem please check your browser configuration. You can do this by loading the file tester.htm on the ICT Companion CD. If this does not resolve the situation then please consult this list of problems that other users have encountered to see if there is a known solution :

Problem	Cause	Solution
The ICT Companion gets stuck on the loading page and never displays the title page.	This problem can occur if you are using the ICT Companion 6 on an Intranet and the name of your web server includes the underscore symbol.	Rename your server or use the server's IP address to access the ICT Companion instead of its name.	Show Me How
	This problem can occur if you are using the ICT Companion 6 with the Microsoft Java Virtual Machine and are accessing it either directly from CD or hard disk or over a network using file sharing. It only affects users who purchased the ICT Companion in September or early October 2006.	You can download a patch which will resolve this problem.	Show Me How

The problems below have been encountered by users of the GCSE ICT Companion 4 but could also be relevant if you are experiencing difficulties using the GCSE ICT Companion 6 :

Problem	Cause	Solution
You need to click on an applet such as the navigation panel or quiz before it can be used. If the mouse pointer hovers over one of these the message "Click to activate and use this control" appears.	As the result of a legal battle between Microsoft and another company Microsoft has had to change how IE handles active content that is embedded in web pages. The change took place in April/May 2006.	We have created a downloadable patch to overcome this problem.	Show Me How
When using the ICT Companion from IIS6 on Windows Server 2003 the worksheets and quiz do not work properly.	The default settings for IIS are different on Windows Server 2003 than on previous versions of Windows Server.	You need to change two configuration settings within IIS.	Show Me How
To use the ICT Companion direct from CD or the hard disk of a standalone computer you have to click on a box that says "Allow blocked content?"	This can occur with Windows XP Service Pack 2 if the security options in Internet Explorer are set to stop active content executing locally.	You need to reconfigure your web browser.	Show Me How
When using the ICT Companion on an ASP web server the error message "Is not an Updateable Query" is displayed.	The web server is unable to write to the Access database that stores student work.	You need to change some file permissions.	Show Me How
After replacing the Microsoft Java VM with the Sun Java VM the ICT Companion appears to stop working.	This may occur is you access the GCSE ICT Companion from a file server share as the Sun Java VM is not as "aware" of Microsoft Windows network security as the Microsoft VM is.	You need to change the way you access the ICT Companion to use a mapped drive.	Show Me How

If you wish to use the online marking and monitoring section of the GCSE ICT Companion 4 you must make it available through an ASP web server such as Internet Information Services (IIS). IIS is supplied as part of Microsoft Windows Server operating systems. If you would like to use IIS but have never used it before or are not sure if it is installed please click here for assistance.

If you experience a problem that is not detailed above then please email us. It would be helpful if you could provide the following information :

The nature of the problem.
The name of your school/college.
The name and version of the web browser you are using.
The name and version of the server/web server you are using, if applicable.
Whether you are using the Microsoft or Java Virtual machine, and what version number this is.
The exact path typed into the web browser to load the ICT Companion.

If you have an earlier version of the package then please follow this link to obtain support for earlier versions. You may also like to consider upgrading to the latest version.