This document describes workarounds for difficulties you might encounter.

1. Internet Explorer

1.1. Automatic Installation Failure

The most likely explantation for this problem is that Internet Explorer is configured to block the execution of ActiveX controls. CPC View ax is an ActiveX control; in order to use it, Internet Explorer must be configured to allow the use of ActiveX controls.

Solution I: Change your Internet Explorer security settings

1. Select Internet Options... from the Internet Explorer Tools menu. This will cause the Internet Options window to appear.

2. Click the Security tab at the top of the Internet Options window. This will cause the window to display the current security settings.

3. Click the Custom Level... button at the bottom of the window. This will cause the Security Settings window to appear.

4. Scroll through the Settings section of the window and find the setting titled Run ActiveX controls and plug-ins. This setting should be set to Prompt or Enable.

5. Scroll through the Settings section of the window and find the setting titled Download signed ActiveX controls. This setting should be set to Prompt or Enable.

Please note that if you are using Windows NT, Windows 2000, Windows XP, Windows 2003 or Windows Vista, you also may need to be logged into an account with administrative privileges in order to install controls such as CPC View ax directly from the Internet. (This requirement is dependent on the security policies selected by the system administrator.) If you have configured Internet Explorer to allow the execution of ActiveX controls and you still unable to install the control, please try installing CPC View ax while logged into an account with administrative privileges.

Solution II: Install with the Windows Installer

Solution III: Manual installation

1.2. Multi-Colored Icon

The symptom: When you try to view an image file, a small multi-colored icon appears where the image should be.

The Windows registry settings for the image file type have been corrupted.

Solution: Perform a complete re-installation of CPC View ax

1. Uninstall the viewer. You can find CPC View ax uninstallation instructions in the online User's Guide.
2. Restart your computer.
3. Re-install the viewer. You can find CPC View ax installation instructions in the online User's Guide.

After you have re-installed the viewer, you can test the installation by trying to open the following addresses:

• Gilman2.cpi
• Gilman2.tiff

1.3. Prints Gray or Blank Pages

The symptom: When printing using Internet Explorer's print command (or the print button on the Internet Explorer toolbar), the result is a blank or gray page.

Due to difficiencies in Internet Explorer's implementation of embedded multi-page documents, printing will not work correctly if it is initiated via the native Internet Explorer user interface (e.g., the File/Print... command; the print button on the toolbar). Under Internet Explorer, you must initiate printing via the CPC right mouse menu.

Try the following:

1. Click with the right mouse button anywhere within the CPC image window. This will cause the CPC right mouse menu to appear.
2. Select Print... from the Document sub-menu of the CPC right mouse menu. This will cause the Select print options window to appear.
3. Select the appropriate options in the Select print options window and click the OK button. This will initiate printing.

1.4. IE7: Full Frame Windows Don't Work

The symptom: You are using Internet Explorer 7 and you are unable to open an image in a full frame window

When you try to open an image in a full browser window (or frame), Internet Explorer complains of script errors and refuses to display the image.

Solution: Reset Internet Explorer's settings

1. Select Internet Options from IE's Tools menu. This will cause the Internet Options window to appear.
2. Click the Advanced tab at the top of the window. This will cause the window to display advanced settings.
3. Click the Reset... button in the Reset Internet Explorer settings section of the window.
4. Restart your computer.

1.5. IE8: Unable To Save

The symptom: You are using Internet Explorer 8 and you are unable to save a remote image file

When you try to save a remote image file, the message Cannot find file. Make sure the path or Internet address is correct appears and the document is not saved.

Microsoft has added a security setting called Protected Mode to IE8. When protected mode is enabled, certain CPC View ax functionality is blocked by Internet Explorer. In particular, Internet Explorer only allows ActiveX controls to save files in a few specially designated low-security folders, such as

• <<USERPROFILE>>\AppData\LocalLow

  or

• <<USERPROFILE>>\AppData\Local\Microsoft\Windows\Temporary Internet Files\Low

Solution I: Add the remote site to the Trusted Zone

1. Select Internet Options from IE's Tools menu. This will cause the Internet Options window to appear.
2. Click the Security tab at the top of the window. This will cause the window to display security settings.
3. Click the Trusted Sites label in the Select a zone section at the top of the window. This will cause the window to display the settings for trusted sites.
4. Click the Sites button. This will cause the Trusted sites window to appear.
5. Enter the domain of the remote site (e.g., http://www.foobar.com) in the Add this website to the zone text box and click the Add button. This will add the website to the list of trusted sites.
6. Click the Close button to close the Trusted sites window.
7. Click the OK button to close the Internet Options window.

Solution II: Use Internet Explorer to download the file to your local disk and open the local copy

Solution III: Disable Protected Mode

1. Select Internet Options from IE's Tools menu. This will cause the Internet Options window to appear.
2. Click the Security tab at the top of the window. This will cause the window to display security settings.
3. Click the Internet label in the Select a zone section at the top of the window. This will cause the window to display the settings for the Internet zone.
4. Uncheck the box titled Enable Protected Mode
5. Click the OK button to close the Internet Options window.

Please note that Internet Explorer will warn you that disabling protected mode is a security risk. You can re-enable protected mode at any time, as follows:

1. Select Internet Options from IE's Tools menu. This will cause the Internet Options window to appear.
2. Click the Security tab at the top of the window. This will cause the window to display security settings.
3. Click the Internet label in the Select a zone section at the top of the window. This will cause the window to display the settings for the Internet zone.
4. Check the box titled Enable Protected Mode
5. Click the OK button to close the Internet Options window.

1.6. IE8: Unable To Print

The symptom: You are using Internet Explorer 8 and you are unable to print a remote image file

When you try to print a remote image file, the message An error occurred during this operation appears and the document does not print.

Solution: Upgrade to the latest version of CPC View ax

2. Netscape

2.1. Installation Failure

The symptom: You've downloaded and saved the Netscape plugin installation program, but when you execute it, you get the error message

LZCreat failed

There are three possible causes for this symptom.

1. You may not have closed all Netscape windows before installing the plugin. Try closing all Netscape windows and then reexecute the plugin installation program that you downloaded.
2. The Netscape program that you are installing the CPC Viewer for may not have a plugins directory. Check to make sure that there is a plugins directory in the same directory as Netscape itself. (If you installed Netscape in the standard way, the plugins directory should be \Program Files\Netscape\Navigator\Program\plugins.) If there is no plugins directory, create one and then reexecute the plugin installation program that you downloaded.
3. You may have downloaded the installation program into the plugins directory itself. This may cause the same problem. Try moving the installation program to a temporary directory before reexecuting it.

If you have other installation problems, such as being repeatedly prompted to install the plugin or having extra Netscape windows being opened, you should check for these three cases as well.

2.2. Printing Failure

This failure is dependent upon the method by which you invoke the print command. If you invoke the print command via the standard Netscape user interface elements (that is, "File/Print..." from Netscape's menu or the Print button on the Netscape toolbar), Netscape crashes immediately. However, if you invoke the print command from the CPC View right-mouse menu, printing should work correctly.

This appears to be a regression in Communicator version 4.03 that applies to all full page plugins; it is not CPC View specific. For example, if you have a PDF document displayed via the Adobe Acrobat plugin for PDF files, you will get the same crash behavior. This has been fixed in version 4.04 of Communicator.

You can upgrade to Communicator 4.04 or, as a workaround, you should be able to print your documents as follows:

1. Right-click anywhere on the document image. This will bring up the CPC View right-mouse menu.
2. Select "Print..." from the "Document" sub-menu. This will bring up the CPC View print dialog.
3. Select the desired options from the dialog box and click on the "OK" button.

3. Application Conflicts

The symptom: When you try to view a TIFF file, some other application (such as QuickTime) is loaded instead of CPC View.

Please try the following:

1. Click this link to open a CPC image in your web browser (e.g., Internet Explorer). This will cause CPC View to be loaded.
2. Click the right mouse button anywhere within the CPC image window. This will cause the CPC right mouse menu to appear.
3. Select Preferences... from the View sub-menu of the right mouse menu. This will cause the Preferences window to appear.
4. Check the box titled Check file registrations at startup at the top of the Preferences window. This will cause the viewer to check the file registrations each time it starts.
5. Click the left mouse button anywhere outside the Preferences window to make the Preferences window disappear.
6. Hit the Reload or Refresh button on your web browser. This will cause CPC View to be reloaded, at which point it will check and prompt you for registration of the missing file types.

4. HP Printers

The symptom: Printing to an HP printer yields blank or partial pages.

HP acknowledges that there can be problems printing Internet graphics on DeskJet series printers. One of the reported symptoms is that the printer ejects a blank page. They recommend installation of the Microsoft universal printer driver appropriate for your printer. For most DeskJet printers, the appropriate universal driver is the Deskjet 550C driver. Additional information can be found on the HP web site at http://www.hp.com/cposupport/printers/support_doc/bpd05141.html (technique 6).

Similar issues affect the HP OfficeJet Pro 1150C and 1170C series. See http://www.hp.com/cposupport/multifunction/support_doc/bpu01105.html for further information.

Similar issues affect the HP LaserJet series. See http://www.hp.com/cgi-bin/cposupport/get_doc.pl?SNI=lj&LC=printers&Tfile=bpl03541 for further information.

5. Display Issues

5.1. Mirrored or Banded

The symptom: CPC View displays a page in mirror-image or garbled or banded at some magnifications, but correctly at others.

The likely cause of this problem is that you are using a Matrox graphics card.

If you have this symptom, you can enable a simple workaround. Once the workaround is enabled, it will remain enabled on subsequent invocations of CPC View until such time as you explicitly disable it. This procedure requires CPC View 4.2.4 or later.

1. Bring up a CPC View window by pointing your browser to a CPC or TIFF file.
2. Set the magnification to 100%. (The image should be displayed correctly.)
3. Select the 'Preferences...' item from the 'View' sub-menu of the CPC View right mouse menu. This will bring up the CPC View Preferences dialog box.
4. The Preferences dialog will have a checkbox labeled 'Always reduce to 8 bits per pixel'. Check this box. This will enable the workaround.
5. Click on the main CPC View window to dismiss the Preferences dialog.

Once the workaround is enabled, imaging should work correctly.

5.2. Documents Show as Garbled Text

The symptom: You are serving TIFF or CPC documents on your web server and they appear in a web browser as garbled text.

Your server is probably serving the documents with an inappropriate MIME type.

You should configure your Web server to serve files with .cpi and .cpc extensions as image/cpi, with .tif or .tiff extensions as image/tiff, and with .pbm extensions as image/pbm. Consult the documentation for your server to determine how to perform this configuration.

6. Image-Specific Issues

6.1. Unsupported TIFF Variants

The symptom: CPC View reports an error message "Unknown TIFF compression method".

This error message indicates that CPC View has been asked to display a TIFF image that has been encoded using an unsupported compression method. TIFF is an open-ended specification which allows for an infinite number of extensions. If you attempt to view an image stored using an unsupported compression format, CPC View will notify you with the error message:

Unknown TIFF compression method

CPC View fully supports the TIFF 6.0 baseline reader specification. In particular, the following TIFF compression methods are supported:

• No compression
• PackBits
• CCITT Group 3 1-Dimensional Modified Huffman run length encoding
• T4-encoding
• T6-encoding
• LZW

6.2. Other Error Messages

The symptom: CPC View reports some other error message.

The following error messages indicate that the TIFF file that you are attempting to view is ill-formed in one way or another.

Unimplemented fill order

(N.B. Earlier versions of CPC View provided this message for well-formed TIFF files that were not baseline-compliant. Current versions now handle such files, so receiving this message means that the file is actually ill-formed.)

Bad TIFF header
Bad TIFF version
Invalid TIFF File
Illegal TIFF image dimensions
Missing strip information
Short read
Corruption in TIFF image data (CCITT Group 3)
Corruption in TIFF image data (CCITT T.6)
Page number is beyond end of document
End-of-stream during bitmap read

The following error message indicates that the CPC file that you are trying to view is ill-formed in one way or another:

Source stream exception
Page number is beyond end of document

The following error message indicates that the PBM file that you are trying to view is ill-formed in one way or another:

Short read
Unable to read page
End-of-stream during bitmap read

The following error message indicates that the file that you are trying to view is not recognized as a valid image file.

Unknown document format