Support FAQ

The following topics address issues related to connecting to the Oildex system:

Problem: My browser cannot connect to the www.oildex.com Web site.

Try going to some other external Web sites, such as www.yahoo.com or www.google.com.

Can you get to other external Web sites?
Yes

If you can connect to various other external Web sites, but not to www.oildex.com, from the DOS Command Prompt window or UNIX terminal, enter: tracert www.oildex.com (Windows) or traceroute www.oildex.com (UNIX) The traceroute program sends test packets from your computer to www.oildex.com, lists each router/gateway the signal goes through to reach the Oildex Web site, and the round-trip time that it takes to reach each router.

On a DOS Command Prompt, the output from a successful traceroute may look like: C:\> tracert www.oildex.com

Tracing route to www.oildex.com [66.179.36.82]
over a maximum of 30 hops:

  1. 10 ms 10 ms
  2. 10 ms 10 ms
  3. 10 ms 10 ms 10 ms 222.234.244.210
  4. 20 ms 20 ms 30 ms las1.isp1.net
  5. 30 ms 30 ms 30 ms lax2.atlas.icix.net
  6. * * * Request timed out.
  7. 30 ms 40 ms 30 ms so-3.Dallas1.Level2.net
  8. 30 ms 40 ms 30 ms so-1.Houston1.Level2.net
  9. * * * Request timed out.
  10. 40 ms 51 ms 40 ms ge-3-3-0.msr1.pao.ipway.com
  11. 40 ms 50 ms 40 ms vl21.base.isp.gruc.net
  12. www.oildex.com

Trace complete. Having "Request timed out" messages output by traceroute for some of the gateways is not a problem. The key thing that makes the above output a successful traceroute command execution is that the packet signals eventually reach the '66.179.36.82' IP address (as initially specified by the "Tracing route to …" at the top of the output).

However, if there are a lot of "Request timed out" messages, this may suggest network congestion between your computer and the Oildex Web site, for example:
C:\> tracert www.oildex.com

Tracing route to www.oildex.com [66.179.36.82]
over a maximum of 30 hops:

  1. 10 ms 10 ms
  2. 10 ms 10 ms
  3. 10 ms 10 ms 10 ms 222.234.244.210
  4. 20 ms 20 ms 30 ms las1.isp1.net
  5. * * * Request timed out.
  6. * * * Request timed out.
  7. * * * Request timed out.
  8. * * * Request timed out.
  9. * * * Request timed out.
  10. 40 ms 51 ms 40 ms ge-pao.ipway.com
  11. 40 ms 50 ms 40 ms vl21.base.isp.gruc.net
  12. www.oildex.com

Trace complete. If the traceroute was not successful, its output may never list the www.oildex.com destination. The output may either just hang there and not produce any more listings, or list nothing but "Request timed out" messages, or produce an error like "host unreachable", "net unreachable", or "protocol unreachable".

As a second test, from the DOS Command Prompt window or UNIX terminal, enter:
ping www.oildex.com On a DOS Command Prompt, the output from a successful ping should look like:
C:\> ping www.oildex.com

Pinging www.oildex.com [66.179.36.82] with 32 bytes of data:

Reply from 66.179.36.82: bytes=32 time=40ms TTL=253
Reply from 66.179.36.82: bytes=32 timeReply from 66.179.36.82: bytes=32 timeReply from 66.179.36.82: bytes=32 time

Ping statistics for 66.179.36.82:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 40ms, Maximum = 40ms, Average = 40ms
On a UNIX host, the a successful ping may look similar or it may just say:
$ ping www.oildex.com
www.oildex.com is alive An unsuccessful ping operation may return a message like, "Request timed out", "unknown host", or just hang there, not returning you back to the prompt. Enter Ctrl-C to break out of a ping that is hung.

Also try the same tracert/traceroute and ping commands on connect.oildex.com:
tracert connect.oildex.com (Windows) or traceroute connect.oildex.com (UNIX) ping connect.oildex.com

Were the `tracert www.oildex.com` and `ping www.oildex.com` commands successful (did they not error or hang)?
Yes
If you can connect to various other external Web sites, and both `tracert www.oildex.com` and `ping www.oildex.com` commands work, call the Oildex Support department toll-free at 1.888.922.1222 (press option 3) or email them at support@oildex.com. . No If you can connect to other external Web sites, but both `tracert www.oildex.com` and `ping www.oildex.com` commands have problems, the blockage may be caused by some gateways, routers, proxy servers, or firewalls that are situated between your company and the Oildex Web site. You should show your system administrators the output messages from the tracert and ping commands.

No
If you cannot get to other external Web sites, from the DOS Command Prompt window or UNIX terminal, enter:
ping localhost Doing this will verify whether the local network interface on your computer is running.

On a DOS Command Prompt, the output from a successful ping should look like:
C:\> ping localhost

Pinging spud.oilcompany.com [127.0.0.1] with 32 bytes of data:

Reply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 time

Ping statistics for 127.0.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
On a UNIX host, the a successful ping may look similar or it may just say:
$ ping localhost
localhost is alive
An unsuccessful ping operation may return a message like, "Request timed out", "unknown host", or just hang there, not returning you back to the prompt. Enter Ctrl-C to break out of a ping that is hung.

Was the `ping localhost` command successful (did it not error or hang)?
Yes

If you cannot get to other external Web sites, but `ping localhost` works, there may be other problems somewhere on your company's network. The blockage may involve routers, switches, proxy servers, or firewalls. Contact your system administrator to resolve the problem. No If you cannot get to other external Web sites and `ping localhost` does not work, you may have a problem with the network interface card on your computer or the way network connections are configured. Contact your system administrator to resolve the problem.

Problem: I am having problems using FTP to connect to the ftp.oildex.com FTP site.

Do you know how to connect to an FTP site to transfer files?
No

File Transfer Protocol (FTP) can be used to transfer data to and from the Oildex FTP server. You can either use the Windows' DOS-based FTP program, enter ftp://ftp.oildex.com/ as the URL address on your Internet Explorer browser, use the FTP program from your UNIX server or OS/390-MVS mainframe, or use a shareware or commercial program such as CuteFTP (http://www.cuteftp.com/) or WS_FTP (http://www.wsftp.com/).

The following describes how to transfer files using a command-line routine such as the Windows' built-in FTP program, the FTP program from a UNIX host, or TSO/ISPF FTP from an IBM OS/390-MVS mainframe:

  1. Make sure your PC, UNIX server, or OS/390-MVS mainframe is connected to the Internet, either through your company's network or an Internet service provider, and that any proxy servers or firewalls are configured to allow FTP access between you and the ftp.oildex.com FTP server.
  2. For MS-Windows users, from the 'Start' menu, bring up the "MS-DOS Command Prompt" window. For TSO/ISPF users on an OS/390-MVS mainframe, go to SPF 6.
  3. To connect to the Oildex FTP server, enter the following on the MS-DOS or UNIX prompt, or from the TSO SPF 6 prompt: ftp ftp.oildex.com Note: TSO mainframe users may have to enter the IP address of the Oildex FTP server from the SPF 6 prompt:ftp 66.179.36.84
  4. You will be prompted for your user ID and password. Your user ID will either end in the letter 'S' or 'R', depending on whether you are Sending or Receiving data.
  5. Once logged in, you can issue the following commands at the "ftp>" prompt:

     

    dir List contents of the remote Oildex directory.
    lcd DIR Change the local working directory where you upload or download files to the directory "DIR".
    put FILENAME Upload the file "FILENAME" to the server.
    get FILENAME Download the file "FILENAME" from the server to the local working directory.
    mput CDEX* Upload all files having names beginning with "CDEX" to the Oildex server.
    mget*.dat Download all files having names ending with ".dat" to the local working directory.
    prompt By default, when you use the 'mput' or 'mget' commands, you will be prompted for each file to download. Entering 'prompt' turns off this interactive prompting.
    ascii If you are transferring text files such as EDI documents and CheckStub/RunTicket/GasRevenue files, you should use this command. This is a default option on many FTP client programs. ASCII FTP mode performs character conversions and end-of-line translations as needed between the FTP client program and the FTP server. The Oildex FTP server is a UNIX host. If you want to FTP text files from Oildex onto a Windows or mainframe platform, you should enter this command prior to transferring files.
    binary If you are transferring a binary file, you should use this command or else the file may not be properly copied. This most common reason to set this option is if you are uploading a Zip (.zip) compressed file.
    bye Terminates your FTP session.

    There are other FTP commands, most of which are not applicable on the Oildex FTP server. For the full command list, enter "?" at the FTP prompt. You can also get individual descriptions by entering "? command_name", for example "? mput".

  6. The Oildex FTP server also allows a non-standard FTP syntax that lets users GET the newest or oldest file in their outbox/ directory without explicitly specifying the filename. If the keyword "newest" or "oldest" appears anywhere, case-insensitive, in the remote filename of the FTP 'get' command, the newest or oldest file in the user's outbox/ directory will be retrieved, respectively. If the requested filename actually exists, even if it contains the "newest" or "oldest" keyword, it will be downloaded. The "newest" or "oldest" keywords only affect the 'get' command; 'mget', 'put', and 'mput' are not affected. For example, your Oildex outbox/ directory contains the following filenames (and dates when they were created):

cdex_1.dat (Aug 1)
cdex_2.dat (Aug 2)
newest.dat (Aug 3)
oldest.dat (Aug 4)
cdex_3.dat (Aug 5)
The following FTP 'get' commands will result in the retrieval of the listed remote and local filenames:
FTP get command: gets remote file: as local file:
———————— —————–
get cdex_2.dat cdex_2.dat cdex_2.dat
get cdex_2.dat check.dat cdex_2.dat check.dat
get Cdex.Newest.Txtcdex_3.dat Cdex.Newest.Txt
get OLDEST cdex_1.dat OLDEST
get newest OLDEST cdex_3.dat OLDEST
get newest.dat newest.dat newest.dat
get oldest.dat old.txt oldest.dat old.txt

Note that if you are set up for a "FTP Pull" 'Receive Method', the "Outgoing File Format" Name Pattern setting has no effect on the name of your downloaded files; the second argument to the FTP 'get' command determines the name of your downloaded file.

One use of the newest/oldest keywords is for an automated unattended FTP batch job. Most site configurations will want to use the "newest" keyword in these situations.

Yes
Try to FTP to some other external anonymous FTP site, such as ftp.cdrom.com or ftp.redhat.com. FTP to these sites using the FTP client and host from which you would normally connect to the Oildex FTP server. To log into anonymous FTP sites, enter the log-in 'Name' as "anonymous" and the 'Password' as your email address.

Can you connect to other public FTP sites?
Yes
If you can connect to various other external Web sites, but not to www.oildex.com, from the DOS Command Prompt window or UNIX terminal, enter:
tracert ftp.oildex.com (Windows) or traceroute ftp.oildex.com (UNIX) Note: OS/390-MVS TSO users may or may not be able to perform the above check by going to their SPF 6 prompt and entering a traceroute command, depending on which TCP/IP packages have been installed on their MVS OS/390 environment. But TSO users can perform the ping check described below.

The traceroute program sends test packets from your computer to ftp.oildex.com, lists each router/gateway the signal goes through to reach the Oildex FTP site, and the round-trip time that it takes to reach each router.

On a DOS Command Prompt, the output from a successful traceroute may look like:
C:\> tracert ftp.oildex.com

Tracing route to ftp.oildex.com [66.179.36.84]
over a maximum of 30 hops:

1 10 ms 10 ms 2 10 ms 10 ms 3 10 ms 10 ms 10 ms 222.234.244.210
4 20 ms 20 ms 30 ms las1.isp1.net
5 30 ms 30 ms 30 ms lax2.atlas.icix.net
6 * * * Request timed out.
7 30 ms 40 ms 30 ms so-3.Dallas1.Level2.net
8 30 ms 40 ms 30 ms so-1.Houston1.Level2.net
9 * * * Request timed out.
10 40 ms 51 ms 40 ms ge-pao.ipway.com
11 40 ms 50 ms 40 ms vl21.base.isp.gruc.net
12 13 14 Trace complete. Having "Request timed out" messages output by traceroute for some of the gateways is not a problem. The key thing that makes the above output a successful traceroute command execution is that the packet signals eventually reach the '66.179.36.84' IP address (as initially specified by the "Tracing route to …" at the top of the output).

However, if there are a lot of "Request timed out" messages, this may suggest network congestion between your computer and the Oildex FTP site, for example:
C:\> tracert ftp.oildex.com

Tracing route to ftp.oildex.com [66.179.36.84]
over a maximum of 30 hops:

1 10 ms 10 ms 2 10 ms 10 ms 3 10 ms 10 ms 10 ms 222.234.244.210
4 20 ms 20 ms 30 ms las1.isp1.net
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 40 ms 51 ms 40 ms ge-pao.ipway.com
11 40 ms 50 ms 40 ms vl21.base.isp.gruc.net
121314

Trace complete. If the traceroute was not successful, its output may never list the ftp.oildex.com destination. The output may either just hang there and not produce any more listings, or list nothing but "Request timed out" messages, or produce an error like "host unreachable", "net unreachable", or "protocol unreachable".

As a second test, from the DOS Command Prompt window, UNIX terminal, or TSO SPF 6 prompt, enter:
ping www.oildex.com Note: TSO mainframe users may have to enter the IP address of the Oildex FTP server for the ping from the SPF 6 prompt:
ping 66.179.36.84 On a DOS Command Prompt, the output from a successful ping should look like:
C:\> ping ftp.oildex.com

Pinging ftp.oildex.com [66.179.36.84] with 32 bytes of data:

Reply from 66.179.36.84: bytes=32 time=40ms TTL=253
Reply from 66.179.36.84: bytes=32 timeReply from 66.179.36.84: bytes=32 timeReply from 66.179.36.84: bytes=32 time

Ping statistics for 66.179.36.84:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 40ms, Maximum = 40ms, Average = 40ms

On a UNIX host, the a successful ping may look similar or it may just say:
$ ping ftp.oildex.com ftp.oildex.com is alive An unsuccessful ping operation may return a message like, "Request timed out", "unknown host", or just hang there, not returning you back to the prompt. Enter Ctrl-C to break out of a ping that is hung.

Were the `tracert www.oildex.com` and `ping www.oildex.com` commands successful (did they not error or hang)?
Yes
If you can connect to other public FTP sites, and both `tracert ftp.oildex.com` and `ping ftp.oildex.com` commands work, call the Oildex Support department toll-free at 1.888.922.1222 (press option 3) or email them at support@oildex.com. . No If you can connect to other public FTP sites, but both `tracert ftp.oildex.com` and `ping ftp.oildex.com` commands have problems, the blockage may be caused by some gateways, routers, proxy servers, or firewalls that are situated between your company and the Oildex FTP site. You should show your system administrators the output messages from the tracert and ping commands.

Additional considerations for using FTP from IBM OS/390-MVS mainframes:

Two common ways to FTP from an IBM MVS mainframe are either to interactively enter FTP commands from the SPF 6 prompt, or to enter the FTP commands in a JCL cardstack and run it as a batch job.

An example FTP JCL setup for uploading files to ftp.oildex.com is shown below, with comments in italics:

//FTP_OIL EXEC PGM=FTP
//SYSPRINT DD SYSOUT=*
//SYSABEND DD SYSOUT=*
//SYSTSPRT DD SYSOUT=*
//OUTPUT DD SYSOUT=*
//INPUT DD *
(Depending on setup, you may need to enter a command
here to go through your firewall.)
66.179.36.84
Oildex_FTP_ID (Oildex FTP ID ends in letter 'S' for sending.)
Oildex_FTP_Password
ASCII
PUT '1CE4095.CDEX.V011219' CDEX.V011219
QUIT

/*
//
When uploading files from MVS to the Oildex FTP site, be sure to include a remote file name on your 'PUT' command (the "CDEX.V011219" entry in the above example), and do not use quotation marks on the remote file name.

An example FTP JCL setup for downloading files from ftp.oildex.com is shown below, with comments in italics:
//FTP_OIL EXEC PGM=FTP
//SYSPRINT DD SYSOUT=*
//SYSABEND DD SYSOUT=*
//SYSTSPRT DD SYSOUT=*
//OUTPUT DD SYSOUT=*
//INPUT DD *
(Depending on setup, you may need to enter a command
here to go through your firewall.)
66.179.36.84
Oildex_FTP_ID (Oildex FTP ID ends in letter 'R' for receiving.)
Oildex_FTP_Password
ASCII
GET REMOTE_FILE_NAME '1CE4095.CDEX.V011219' (REPLACE
quit
/*
//

The following FTP JCL setup will download the latest text data file from ftp.oildex.com, without having to specific the remote filename. You may set up a nightly batch job like this for unattended downloads.

//FTP_OIL EXEC PGM=FTP
//SYSPRINT DD SYSOUT=*
//SYSABEND DD SYSOUT=*
//SYSTSPRT DD SYSOUT=*
//OUTPUT DD SYSOUT=*
//INPUT DD *
66.179.36.84
Oildex_FTP_ID
Oildex_FTP_Password
ASCII
GET NEWEST '1CE4095.CDEX.V011219' (REPLACE
QUIT

/*
//

MVS datasets are normally allocated Fixed Block with a logical record length of 80 and a block size of 9040. For downloading CheckStub, RunTicket, and GasRevenue files, when you pre-allocate an MVS dataset, its logical record length (LRECL) should be set to 132. You can check this from the SPF 3.2/3.4 Dataset Utilities options.

No
If you cannot connect to other public FTP sites, from the DOS Command Prompt window or UNIX terminal, enter:
ping localhost Doing this will verify whether the local network interface on your computer is running.

On a DOS Command Prompt, the output from a successful ping should look like:
C:\> ping localhost

Pinging spud.oilcompany.com [127.0.0.1] with 32 bytes of data:

Reply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 timeReply from 127.0.0.1: bytes=32 time

Ping statistics for 127.0.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

On a UNIX host, the a successful ping may look similar or it may just say:
$ ping localhost
localhost is alive An unsuccessful ping operation may return a message like, "Request timed out", "unknown host", or just hang there, not returning you back to the prompt. Enter Ctrl-C to break out of a ping that is hung.

Was the `ping localhost` command successful (did it not error or hang)?
Yes
If you cannot connect to other public FTP sites, but `ping localhost` works, there may be other problems somewhere on your company's network. The blockage may involve routers, switches, proxy servers, or firewalls. Contact your system administrator to resolve the problem. No If you cannot connect to other public FTP sites and `ping localhost` does not work, you may have a problem with the network interface card on your computer or the way network connections are configured. Contact your system administrator to resolve the problem.

Problem: When I click the [Oildex Connect] button on the www.oildex.com Web site, the entire browser goes blank and no log-in window pops up.

You need to enable JavaScript on your browser.

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [Security] tab
  4. 'Internet' globe icon
  5. [Custom Level] button
  6. 'Active scripting' set to Enable
  7. [OK] button

Your Internet Explorer setup may heavily secured in the 'Internet' zone, either by you or your system administrators. If this is the case, you may need to add "connect.oildex.com" to your list of Trusted Sites.

To do this, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [Security] tab
  4. 'Trusted sites' icon
  5. [Sites] button
  6. Enter 'https://connect.oildex.com/' to the "Add this Web site to the zone:" field.
  7. [Add] button
  8. [OK] button
  9. [Default Level] button
  10. [OK] button

On Netscape 4.7, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Enable JavaScript' checkbox
  5. [OK] button

On Netscape 6.0, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Enable JavaScript for Navigator' checkbox
  5. [OK] button

On Mozilla, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Scripts & Windows' subfolder
  5. 'Enable JavaScript' checkbox (select all checkboxes in the 'Alllow scripts to do the following' section)
  6. [OK] button

Problem: When I click the [Oildex Connect] button on the www.oildex.com Web site, I get a "page cannot be displayed" error and no log-in window pops up.

If you are using Internet Explorer, check to see that the 'Use SSL 3.0' option is enabled.

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [Advanced] tab
  4. (Use SSL 3.0) checkbox

If you are not using Internet Explorer, or if your Internet Explorer has the 'Use SSL 3.0' option set, and you are still getting a "page cannot be displayed", type the URL:
https://connect.oildex.com/trader/index.jsp
in the 'Address' field and press the key. If the log-in window pops up when you enter this URL, but by using the [Oildex Connect] button, then a firewall is likely blocking connections to secure sites using the HTTPS protocol. Check with the system administrators on either allowing HTTPS traffic through the firewall, or at least allowing HTTPS access to 'connect.oildex.com' only. In the interim, you can bookmark and use the http://connect.oildex.com/trader/index.jsp URL to log in.

Problem: When I click the [Oildex Connect] button on the www.oildex.com Web site, nothing happens, no log-in window pops up, and the Oildex site remains displayed.

If you are using Netscape 6.0 or Mozilla, check to see that the 'Enable SSL version 3' option is enabled.

On Netscape 6.0 or Mozilla, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Privacy and Security' folder
  4. 'SSL' option
  5. 'Enable SSL version 3' checkbox

If you are not using Netscape or Mozilla, or if your browser has the 'Enable SSL version 3' option set, and you still cannot get a log-in window, type the URL:
https://connect.oildex.com/trader/index.jsp
in the 'Address' field and press the key. If the log-in window pops up when you enter this URL, but by using the [Oildex Connect] button, then a firewall is likely blocking connections to secure sites using the HTTPS protocol. Check with the system administrators on either allowing HTTPS traffic through the firewall, or at least allowing HTTPS access to 'connect.oildex.com' only. In the interim, you can bookmark and use the http://connect.oildex.com/trader/index.jsp URL to log in.

Problem: When I enter my User ID and Password and click the [login] button, I get nothing but an "Error 500 – Internal Server Error" message page. 

You need to enable first-party cookies on your browser.

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [Privacy] tab
  4. [Custom Level] button
  5. Set the 'Settings' slider to either Medium High, Medium, Low, or Accept All Cookies.

You can set the 'Settings' slider to High only if you then click the [Edit…] button in the ‘Web Sites’ section, enter www.oildex.com in the ‘Address of Web Site:’ , and then click [Allow]

Alternatively, if you prefer to set Internet Explorer's [Advanced] Privacy options, at a minimum, you must set 'First-party Cookies' to (Accept).

On Netscape 4.7, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. Click either the (Accept all cookies) or (Accept only cookies that get sent back to the originating server) radio button. If you select the (Warn me before accepting a cookie) checkbox, you will be frequently prompted as you use the application.

On Netscape 6.0, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Privacy and Security' folder
  4. 'Cookies' option
  5. Click either the (Enable all cookies) or (Enable cookies for the originating web site only) radio button. If you select the (Warn me before storing a cookie) checkbox, you will be frequently prompted as you use the application.

On Mozilla, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Privacy and Security' folder
  4. 'Cookies' option
  5. Click either the (Enable all cookies), (Enable cookies for the originating web site only), or (Enable cookies based on privacy levels) radio button. If you select the (Warn me before storing a cookie) checkbox, you will be frequently prompted as you use the application.

If you select Mozilla's (Enable cookies based on privacy levels) option, select either the (low) , (medium) , or (custom) . Do not use the (high) Privacy Level. For (custom) cookie acceptance, at a minimum, you must set 'Site has no privacy policy' for First-party Cookies' to either "Session" or "Accept".

Problem: I sometimes get the Oildex log-in window pop up a second time after entering my Oildex User ID and Password, or I get some strange flickering of Web pages when I click on different tabs from within Oildex Connect, or some windows or listings of data are not getting updated, or I am not seeing a newly updated page layout or newly added functionality. 

Your browser should not use the cached version of a page if a newer version of the page is available.

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [General] tab
  4. [Settings] button under Temporary Internet files
  5. (Every visit to the page) checkbox

On Netscape 4.7, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Cache' subfolder
  5. (Every time) radio button

On Netscape 6.0 or Mozilla, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Cache' subfolder
  5. (Every time I view the page) radio button

Also check the browser version. Click the 'Help' menu option, and select 'About Internet Explorer' (IE), or 'About Netscape|Communicator' (NS). Internet Explorer must be version 5.00 or later. Netscape must be version 4.7 or later. Any IE or NS browser that is earlier than these versions must be upgraded or else too many things can go wrong within the application.

If you are still experiencing problems with the window or page, click your right mouse button over the page and select the 'Refresh' or 'Reload' option.

Next, if the problem persists after having performed the above procedures, try clearing the disk cache by clicking the [Delete Files] button under ‘Temporary Internet files’ for Internet Explorer, or the [Clear Disk Cache] button under Netscape and Mozilla. Immediately exit the Oildex Connect site and exit the browser after clearing the disk cache, start up a new browser, and go back to the page or window you were having problems with.

If the problem remains at this point, the company may be running either a caching program, a caching proxy server, or a caching firewall. Proxy servers are store-and-forward caches that receive a request for an Internet service (such as a Web page request) from a user. If it passes optional filtering requirements, the proxy server, assuming it is also a cache server, looks in its local cache of previously downloaded Web pages. If it finds the page, it returns it to the user without needing to forward the request to the Internet. If the page is not in the cache, the proxy server, acting as a client on behalf of the user, uses one of its own IP addresses to request the page from the server out on the Internet. When the page is returned, the proxy server relates it to the original request and forwards it on to the user. To the user, the proxy server is invisible; all Internet requests and returned responses appear to be directly with the addressed Internet server. A proxy server may also be the only way the company's system administrators allow users to access the Internet.

To check if the browser is accessing a proxy server instead of directly connecting to the Internet:

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [Connections] tab
  4. [LAN Settings] button
  5. If the 'Use a proxy server for your LAN' checkbox is checked, the browser has been configured by the user or a system administrator to access a proxy server. The 'Address' and 'Port' fields may be filled in or, if they are grayed out, clicking the [Advanced] button will show how the proxy servers are configured.

On Netscape or Mozilla, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. 'Proxies' subfolder

If either 'Manual proxy configuration' or 'Automatic proxy configuration' is checked, the browser has been configured by the user or a system administrator to access a proxy server.

The functions of proxy, firewall, and caching can be in separate server programs or combined in a single package, and may be on different host computers. For example, a proxy server may in the same machine with a firewall server or it may be on a separate server and forward requests through the firewall. Check with the system administrators to see if any caching configuration parameters on either the proxy server or firewall can be adjusted to allow more frequent updating of its cache. Some caching/proxy/firewall parameters also allow a site-by-site bypassing of cache validation.

Problem: When I log onto Oildex Connect, the pages look distorted, or the pages have odd colors or fonts that are too small or too large, or some tabs/buttons/forms are distorted or missing.

The browser may not be using the style sheets set by the Oildex Connect application.

First, check the browser version. Click the 'Help' menu option, and select 'About Internet Explorer' (IE), or 'About Netscape|Communicator' (NS). Internet Explorer must be version 5.00 or later. Netscape must be version 4.7 or later. Any IE or NS browser that is earlier than these versions must be upgraded or else too many things can go wrong within the application.

On Internet Explorer, click:

  1. (Tools) menu option
  2. (Internet Options) menu option
  3. [General] tab
  4. [Accessibility] button

None of the Accessibility checkbox options should be selected. At a minimum, the 'User style sheet' option should not be set. Uncheck any option that had been checked, log out of Oildex Connect, and log back in again.

On Netscape, click:

  1. (Edit) menu option
  2. (Preferences) menu option
  3. 'Advanced' folder
  4. (Enable style sheets) checkbox

Problem: Using the Internet Explorer browser within the Oildex Connect application, I get "This page contains both secure and non-secure items" error windows popping up when some pages are displayed, or I get "Navigation cancelled" errors, or I get frequent 'Error on page' messages on the bottom status bar, or various runtime script debugger errors are occurring.

First, check the browser version. Click the 'Help' menu option, and select 'About Internet Explorer' (IE), or 'About Netscape|Communicator' (NS). Internet Explorer must be version 5.00 or later. Netscape must be version 4.7 or later. Any IE or NS browser that is earlier than these versions must be upgraded or else too many things can go wrong within the application.

When you connect to a secure Web site (a site whose address starts with https://) that contains both secure and non-secure items, you may receive the error message:

This page contains both secure and non-secure items.
Do you want to download the non-secure items?

On other secure Web sites, this warning may be caused by external references from a Web page or form.

Oildex Connect pages only contain internal references. However, the secure Oildex Connect site uses frames, and if one or more of the frames does not load, either because you cancel the load, because of slow response times on the browser client or Web server, or because of network congestion and timeouts, Internet Explorer will generate this error message. This message occurs because Internet Explorer determines that the successfully loaded frames are in the Internet domain and the internally generated error frames are on the local computer, and therefore sets the current zone to mixed. This triggers a security error message that alerts you that the page contains secure and non-secure items. In this case, the error message does not indicate a security problem; the error message merely indicates that the page has not loaded all of the secure content fully.

On Internet Explorer versions 5 and 6, when you receive the "This page contains both secure and non-secure items" error, you have the option to click [Yes], [No], or [More Info]. Clicking [More Info] will display one of the browser’s help topics. In all cases, you should click the [Yes] button on the error message window. If you click [No], you may see broken links or "Navigation cancelled" messages.

Occasional "This page contains both secure and non-secure items" messages may be ignored. Just click the [Yes] button on the pop-up windows. If you frequently get these windows, or "Navigation cancelled" messages, or various "Error on page" messages, and runtime script errors from within Oildex Connect, this may be indicative of network blockages and congestion between your client browser and the Oildex Connect site. Go to the "My browser cannot connect to the www.oildex.com Web site" section and perform the `ping` and `traceroute` tests on the 'connect.oildex.com' site.

 

 

 

 

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