SupportNet Help

SupportNet supports the following browsers:

• Internet Explorer 6.x and Internet Explorer 7.x (Windows)
• Firefox 1.x and Firefox 2.x (Windows/Mac/Linux)
• Safari 1.x/2.x (Mac)
• Mozilla 1.x (Unix)
• Netscape 7.x (Windows/Mac)
• Opera 8.x (Windows/Mac/Linux)

Unsupported Browsers

• Internet Explorer 5.0 and 5.5 (Windows)
• Netscape 4.x and 6.x (All Platforms)
• Opera 6.x and 7.x (All Platforms)
• Internet Explorer 5.x (Mac)

If you are using an unsupported browser, upgrade now:

• Windows: Upgrade to the latest builds of either Internet Explorer or Firefox
  
• Linux: Upgrade to the latest build of Firefox
• Mac: Upgrade to the latest builds of either Firefox or Safari (1.2), or upgrade to OS X 10.4 (Safari 2.x)
• Sun Solaris 2.6/2.7, 8/9: Upgrade to Mozilla
  
• HPUX: Upgrade to Mozilla

Browser Settings

Cookies and Javascript are required for using SupportNet. Please verify the required browser settings:

Internet Explorer

Select the Tools > Internet Options menu item, then set the options:

1. On the Security tab, select the "Internet" Web content zone, then click Custom Level. "Enable" the following Scripting options: Active Scripting and Scripting of Java Applets. Under User Authentication > Logon, choose either "Automatic logon only in Intranet zone" or "Prompt for user name and password". Click OK to make the changes.
2. On the Security tab, select the "Local intranet" Web content zone, then repeat the same setting in Step 1.
3. On the Privacy tab, set the Automatic cookie handling setting to a level that will accept session cookies, or use the "Advanced" options to override automatic settings. Note: session cookies are required for opening a Service Request on SupportNet.
4. Windows XP Service Pack 2 (SP2) Users, extra step - Microsoft has made a change to the default settings for Internet Explorer in Windows XP SP2 that disables Javascript from running for locally installed HTML content and thus preventing the InfoHub from functioning. To fix this issue, select the Advanced tab. Scroll down to the Security section, select "Allow active content to run in files on My Computer". This is not an issue for Mozilla or Netscape users.
5. Click OK.

Firefox

Select the Tools > Options menu item, then set the options:

1. Under the Privacy > Cookies item, select "Allow sites to set cookies" and optionally select "for the originating web site only".
2. Under the Web Features item, disable "Block Popup Windows" and select "Enable JavaScript". Next, click on Advanced and verify that that the following advanced JavaScript options are selected: "Move or resize existing windows", "Raise or lower windows", and "Change images".
3. Click OK.

Safari

Select Safari > Preferences > Security :

1. Click the radio button for "Accept Cookies: Only from sites you navigate to" .
2. Verify under "Web Content:" that "Enable plug-ins" and "Enable Javascript" options are checked.
3. Click OK.

Mozilla/Netscape

Select the Edit > Preferences menu item, then set the options:

1. Under the Appearance > Fonts item, select "Allow documents to use other fonts".
2. Under the Privacy & Security > Cookies item, set one of these options: "Enable cookies for the originating web site only", "Enable cookies based on privacy setting", or "Enable all cookies".
3. Under the Advanced > Scripts & Plug-ins item, select "Navigator" in the Enable JavaScript section. Next verify that the following "Allow scripts to:" sub-items are selected: "Move or resize existing windows", "Raise or lower windows", and "Change images".
4. Click OK.

Opera 8.x

Select the Tools > Preferences menu item, then set the options:

1. Open the Advanced tag, and under the Content item, select "Enable frames" and "Enable JavaScript".
2. Under the Cookies item, select one of these Normal cookies options: "Accept all cookies", "Let me decide every time I receive one", or "Treat as specified in Server Manager".
3. Click OK.