If you have attempted install the MSXML control or a different control but the system check does not recognize the update it is possible that the installation failed to copy the files. In order for the installation to successfully copy these control files to your computer you must be logged into your computer as an administrator or a user account with administrative privileges.

You may want to verify that the files have actually been installed. There are three files with the same version that should install to the system32 folder:

Version       Filename
----------------------------------
4.10.9404.0   msxml4.dll
4.10.9404.0   msxml4r.dll

A search of your local drive for msxml*.dll should return a list containing these filenames if they are installed.

If the files are installed the issue is most likely with your browser Security Settings and not with the integrity of the files. If the files are not found you may attempt downloading the files by entering url to the blank web page that actually loads them: http://www.iapshop.com/msxml/download.htm. A blank browser window will display and when the download of the control is complete the page status bar should read Done. If these files already exist on your system but you question their integrity you may delete them and repeating the install. If these files are in use they will be locked and you will not be able to delete them until they are released by the program which is using them. In this case you can reboot your system and them relocate them and delete them.

Depending on the customer's connection speed, a final option you may choose is to download the full installion of MSXML 4.0 (10 MB) from the Microsoft® website. Basically go to http://www.microsoft.com and do a search for MSXML 4.0. From the search results click the link containing Download MSXML 4.0 Service Pack 1 (Microsoft XML Core Services) and follow the instructions.

Security Settings

The default security level set for the Internet zone by the Internet Explorer complies with our requirements. If you are using a security setting higher than Medium for the Internet zone you may have problems connecting to or viewing pages on this Site and others.

1. On the Tools menu in Internet Explorer, click Internet Options.
2. Click the Security tab.
3. Be sure the "Internet" Web content zone is selected (the globe icon). If it is not, click the Internet icon to select it.
4. If the "Internet" zone is selected verify that the security level is set to Medium. Move the slider up or down to adjust the level of security if necessary.
5. Click the OK button to apply the changes and close the Internet Options dialog box.

Notes

• The default Security setting, Medium, allows controls and plugins used by the eStore to run on your computer. You can verify control and plug-in options for the Internet zone by clicking the Customize Level button. In the section title ActiveX controls and plug-ins be sure "Enabled" is checked for "Run ActiveX controls and plug-ins" and "Script ActiveX controls marked safe for scripting."
• To set the options for the Medium security level back to their original settings, click the Default Level button.
• Depending on the version of the explorer the default Security or Privacy setting also allow cookies to be stored.
  • If your Internet Options do not include a Privacy tab you can verify cookie options for the Internet zone by clicking the Customize Level button under the Security tab. In the Cookies section, be sure "Enabled" is checked for "Allow cookies that are stored on your computer;" and "Allow per-session cookies (not stored)."
  • If your Internet Options include a Privacy tab you can verify cookie options for the Internet zone by clicking the Advanced... button under the Privacy tab. In the Cookies section, if "Override automatic cookie handling" is enabled make sure cookie settings are not set to "Block" and that the option "Allow per-session cookies" is checked.

For more help view the Program overview eStore help topic on Program Settings.

• The user name and password you were assigned are only valid at your part store's eStore. Make sure you have entered the correct url.

  Attempting to login via http://www.iapshop.com will not connect you to your eStore.

• Login user names and passwords are case-sensitive, so you must be sure to type exactly the same combination of upper and lower case characters as you did when you initially entered them.

  If you incorrectly enter your user name or password, you may get the following error message:

  The username or password was not found in our records. Try entering the info again, or retrieve your Secret Question for log in assistance. [Log001]

  If any of the following conditions occur, the program will display an error message indicating that your log in failed:

  • Your "Caps Lock" key is depressed by mistake (usernames and passwords are case-sensitive)
  • You mistype your user name
  • You enter an invalid user name
  • You mistype your password
  • You enter an invalid password
  • The system cannot accept your log in at this time

  Try again by typing more carefully. If you are still unable to log in, click the 'Forgotten your username or passowrd?' link.

  Guidelines for creating your password:

  • It should be at least six characters long.
  • It can contain characters from each of the following two groups:

  Description	Examples
  Letters (uppercase and lowercase)	A, B, C,...; a, b, c,...
  Numerals	0, 1, 2, 3, 4, 5, 6, 7, 8, 9

• Each time you access your eStore's Log in page your computer is checked for specific software and hardware. The software and hardware criteria must be met before you are allowed to log in.

  Click here to View all software and hardware requirements.
• Login failure may be related to a registration error. If you are logging in for the first time and believe you have accurately typed in your user information then an error may have occurred during registration. Attempt registration again.

For more help view the How to ~ Basics eStore help topic on How to log in and out.

If you logged into the eStore, be sure to log out at the end of your shopping session. Logging out secures personal information by closing your account and preventing unauthorized access from your personal computer.

For more help view the How to ~ Basics eStore help topic on How to log in and out.

Belarc Advisor is a free program that generates a profile of the target computer. The information about the system is saved it to a web page on that computer. This information can then be emailed to support and used to help diagnose eStore issues.

To get this tool go to the Belarc's Advisor download page.

Once you have downloaded your copy of the tool you may want to test drive it on your system. When distributing it to a customer use the following instructions as a guideline:

1. Close all browser windows
2. Run it directly from the email or save the attachment somewhere on your computer and then run it.
3. Once the Belarc Advisor installation is launched Follow the one screen instructions
4. When the Advisor has gathered your computer's information it will launch a browser window and present the information on a web page
   If Microsoft Internet Explorer is not your default browser please see the note below.
5. On the browser window's main menu select the Tools > Mail and News > Send Page
6. When the email window displays address the email to Your Email Here and send

Note:

These instructions assume that Microsoft Internet Explorer is your default browser and that you are using a mail program such as Express or Outlook. Someone purely using webmail will need to attach the generated information web page using there webmail program's attachment feature. In this case they will need to know where the file is located. Assuming they accepted all the defaults for the installation It should be in:

C:\Program Files\Belarc\Advisor\System\tmp\

Currently we recommend either Microsoft NetMeeting (Windows 95, Windows 98, Windows Me, Windows NT 4.0, Windows XP and Windows 2000) or Remote Assistance (Windows XP and Windows 2003) to connect computers via the internet for the purpose of product training and support. The basic steps to conduct a remote session have been outlined below. If more detailed information is required, refer to Microsoft's help system.

If you will be using NetMeeting, make sure you have Windows NetMeeting 3.01.

Windows XP users:

NetMeeting is actually already installed after you perform a full install of Windows XP, but it won’t appear on the Start menu until it's activated. To activate NetMeeting:

1. Click Start, then Run, and enter Conf.
2. Click OK.
3. In the NetMeeting Wizard, supply the necessary information, and then select the Put a shortcut to NetMeeting on my desktop (or on my Quick Launch bar) check box.

Windows 2000 users:

NetMeeting is already installed!
To use NetMeeting on Windows 2000, click Start, point to Programs, point to Accessories, point to Communications, and click NetMeeting.

The following instructions are provided as a loose guideline when setting up a remote connection with a customer.

To set up Remote Desktop Sharing

1. On the Tools menu, click Remote Desktop Sharing, and follow the instructions on your screen.
2. Close NetMeeting.
3. Right-click the NetMeeting icon that appears in the status area, and then click Activate Remote Desktop Sharing.

To access a computer from another location

1. Click the Place Call button.
2. In To, type the computer name or IP address of the remote computer.
3. If the Require security for this call check box is not selected, click it to turn on security.
4. Enter the Remote Desktop Sharing password.

To end Remote Desktop Sharing

• On the desktop of the computer being accessed, click Start, and then click Log Off or Shut Down.

The customer must first send you an invitation to connect to his computer. To send an invitation the customer must do the following:

1. Click Start then click Help and Support.
2. Under Ask for assistance click Invite a friend to connect to your computer with Remote Assistance.
3. Click Invite someone to help you.
4. Enter the email address in the blank labeled Type an e-mail address.
   This email address should target the computer from which the remote session is to be controlled.
5. Click Invite this person.
6. Provide the contact information requested and click the Continue button
   If you intend to require a password for the remote session, it is convenient to include it as a part of the message.
7. Accept the invitation expiration default and uncheck Require the recipient to use a password
   If you choose to use a password, you will need to communicate the password to the recipient.
8. Click the Send Invitation button
   If a warning window appears asking is you would like to send the message, click the Send button.
9. Once the invitation has been sent, they will see a window stating Your invitation has been sent successfully.

Note:

When the invitation is received and accepted by the recipient, a confirmation window will display on your screen asking you if you want to allow him to view your screen. Click Yes to begin remote session.

To accept an invitation from the customer do the following:

1. Open the file attached to the e-mail message. Make sure it is of the type MsRCincident. If prompted to open or save it, be sure to open it.
2. Click Yes to accept the invitation.
3. When prompted to connect to the remote computer, type a password if necessary. If the password was not included in the email, contact the sender to get it. Then click the Yes button. Status: Waiting for an answer will persist until customer allows you to connect by clicking Yes to the confirmation window that displays on his computer.
4. You will receive a final message informing you that the customer is allowing you to view his screen. Click the OK button.

Conducting the remote session

Once connected to the customer's computer, you will be able to see whatever he is seeing on his screen. It may be convenient to click the Scale to Window button to allow you to view his entire screen without scrolling.

By default the status is set to Connected to Computername/ Screen View Only. To share control (mouse and keyboard input) of his computer click the Take Control button on the far left of the menu at the top of the Remote Assistance window. Control will be shared until either you or the customer clicks the Esc key.

When answering this question first make sure it is understood that attempting to login via http://www.iapshop.com will not connect you to your eStore.

To create a shortcut on your desktop to your eStore's log in page use the Internet Explorer browse to the log in page and then do one of the following:

• From the Internet Explorer menu select File > Send > Shortcut to Desktop.

• Click and drag the Address icon to the desktop with the right mouse button, then release it.

  If your browser window is maximized or full screen you will first need to resize your browser window so that the desktop is visible.

  Your DESKTOP

To rename a shortcut right click on the shortcut and select Rename from the dropdown menu. Type the new name, and then press ENTER.

For more help view the How to ~ Basics eStore help topic on How to log in and out.

This Site requires Microsoft Internet Explorer browser version 5.5 or a more recent versions of the IE browser. To View all software and hardware requirements go to the service dealer system check page.. If you wish to upgrade your browser to the most current version, install Microsoft Internet Explorer 6 Service Pack 1.

Version          Product
-----------------------------------------------------------------
5.50.3825.1300   Internet Explorer 5.5 Developer Preview (Beta)
5.50.4030.2400   Internet Explorer 5.5 & Internet Tools Beta
5.50.4134.0100   Internet Explorer 5.5 for Windows Me (4.90.3000)
5.50.4134.0600   Internet Explorer 5.5
5.50.4308.2900   Internet Explorer 5.5 Advanced Security Privacy Beta
5.50.4522.1800   Internet Explorer 5.5 Service Pack 1
5.50.4807.2300   Internet Explorer 5.5 Service Pack 2
6.00.2462.0000   Internet Explorer 6 Public Preview (Beta)
6.00.2479.0006   Internet Explorer 6 Public Preview (Beta) Refresh
6.00.2600.0000   Internet Explorer 6
6.00.2800.1106   Internet Explorer 6 Service Pack 1 (Windows XP SP1)
6.00.3663.0000   Internet Explorer 6 SP1 for Microsoft Windows Server 2003 RC1
6.00.3718.0000   Internet Explorer 6 SP1 for Microsoft Windows Server 2003 RC2

NOTICE TO WINDOWS 95 USERS

Internet Explorer 6.0 requires Windows 98 SE or later. If you are currently on Windows 95 and do not have Internet Explorer 5.5 we recommend updating your operating system and installing the most current version of Internet Explorer.

Please review the following suggestions. Adjusting your internet options to the settings described below will provide an optimal eStore operating environment.

Set pages to automatically load and allocate at least 10 MB of space for temporary internet files

Set security level to Medium for the Internet zone

The default security level set for the Internet zone by the Internet Explorer complies with our requirements. If you are using a security setting higher than Medium for the Internet zone you may have problems connecting to or viewing pages on this Site and others.

1. On the Tools menu in Internet Explorer, click Internet Options.
2. Click the Security tab.
3. Be sure the "Internet" Web content zone is selected (the globe icon). If it is not, click the Internet icon to select it.
4. If the "Internet" zone is selected verify that the security level is set to Medium. Move the slider up or down to adjust the level of security if necessary.
5. Click the OK button to apply the changes and close the Internet Options dialog box.

Notes

• The default selection, Medium, allows cookies to be stored. You can verify cookie options for the Internet zone by clicking the Customize Level button. In the cookies section, be sure "Enabled" is checked for "Allow cookies that are stored on your computer;" and "Allow per-session cookies (not stored)." To set the options for the Medium security level back to their original settings, click the Default Level button.

Set your home page to the eStore's log in page

Reset Internet Explorer Web settings if another browser is installed

For more help view the Program overview eStore help topic on Program Settings.

To find your Windows version

1. Click Start, and then click Run.
2. In Open, type command.
3. Click the OK button.
4. At the DOS prompt type ver and press the enter key.
5. The OS Version will dispay.
6. Close the DOS window when you are finished.

Windows Version Information (unsupported versions dimmed)

• Service dealers should contact their serving store.
• Part stores should contact their sales representative.

The minimum screen resolution for the eStore to display correctly is 800x600(pixels). In most cases, if the screen resolution requirements are met, maximizing the browser window to occupy the full screen is will resolve issues you may be experiencing with the display of the eStore. If your display resolution set to 800x600, it is recommended that you always maximize the browser window to occupy the entire 800x600 display area. If your display resolution is higher than 800x600, you may opt to not maximize the browser window but a minimal window dimension of 800x600 is still required.

Trouble shooting display issues:

If your brower settings are correct and their are still display issues then try the following:

Clear the cache of temporary Internet files requiring browser to load the latest files

1. Click Tools, and select Internet Options on the Internet Explorer menu bar.
2. Click the General tab.
3. Click Delete Files.
   Be careful not to select Delete Cookies instead of Delete Files as this will remove all the cookies stored on the computer.
4. Select the checkbox for Delete all offline content and then click OK on the Delete Files dialog box.
   
5. Click OK to close the internet options dialog box.

Note:

If these steps fail to resolve your problem, close all open browser windows and open the Internet Options window from the Windows Control Panel and repeat the steps above.

If the issue still persists manually clear the cache of temporary Internet files

1. Close all browser windows
2. From the Windows Explorer locate and open the Temporary Internet Files folder.
   (Typically this folder is located in c:\windows or c:\winnt. Depending on how your system is set up you may also need to drill down into c:\Documents and Settings\Username\Local Settings.)
3. Select all files and folders and press the Delete key to delete them.
   Delete only the contents of the Temporary Internet Files folder as this folder is a system folder required for Internet Explorer to run correctly. If some files are in use it may be necessary to restart you computer and return to the Temporary Internet Files folder to finish deleting all the files.

Reasons sending an order may result in a pick ticket instead of a point of sale (pos) ticket:

• Anytime a customer orders a part WITHOUT checking availability on the part first.
  If the store looks at the pick ticket, there will be a line item message, 5M-AVL-Unknown, which indicates part availability is unknown therefore a pick ticket was generated to allow the store to take ownership of the actual order. Availability will remain unknown until after the order is sent and a confirmation number is returned from the store's network.
• Anytime a customer orders a part that is labeled Call for price
  In this case a line item message is not printed, the system just auto prints a pick ticket.
• Anytime a customer orders a part that is not found (part not found) in the store's network. Line item message prints 5M-NRP.
• Anytime a customer orders a part that is Out of Stock in the store's network. Line item message prints 5M-Locate.
• The store system is set to print pick tickets only.
• The customer number on the store system is set to print pick tickets only.
• FOR SOME partner companies: The store system for that customer requires a PO number but the customer in IAP software is NOT set to require a PO. IF they send an order without a PO number, the store system will either print a Pick Ticket instead of a POS ticket or the system will return an error and deny the order.

Click here to view a sample parts list with rollover help tips.

For more help view the Program overview eStore help topic on The parts list.

Sometimes an ISP drops a customer from the Internet or an internet session stops working properly. Clicking the Refresh button on the toolbar of the browser (pictured below) or exiting the browser and starting a new internet explorer will generally fix the problem. If indeed the session was interrupted you will be asked to login but all of your data should be saved and available after your login.

• If you are using Windows 98SE you may be experiencing caching problem. Reseting Internet Explorer to the defaults and deleting temporary internet files and cookies resets the cache and allows the page to display. Running Windows Update has resolved this issue in most cases.

  Deleting temporary internet files and cookies:

  1. On the Tools menu in Internet Explorer, click Internet Options.
  2. On the General tab under the Temporary Internet Files section, click theDelete Files button.
  3. Then click the Delete Cookies button.

• If you are using Internet security software some settings may conflict with the transfer of information. For instance, the Privacy Control featured in the Norton Internet Security software has a setting that interferes with the parts list information that the eStore returns. In this case you would need to configure the Privacy Control to disable "Browser Privacy":

  It's a known conflict stated in Norton's Help: Browser Privacy prevents Web sites from learning the type of browser that you are using, the Web site that you last visited, and other information about your browsing habits. Some Web sites that depend on JavaScript may not work correctly if they cannot identify the type of browser that you are using. Because eStore is JavaScript based there are several areas Norton's Privacy Control would affect.

  Disable Norton's "Enable Browser Privacy" setting

  1. Double click the Norton Internet Security icon displaying down by the clock to launch the main program window (or you can right click on the same icon and select the top menu option - Norton Internet Security).
  2. Once the main window is open you will be looking for Privacy Control.
  3. Click (or double click) on Privacy Control to display options for it.
  4. Then look for the option to Configure the control and click that button or menu
  5. Then look for Custom Level
  6. One of the customization settings should be Enable Browser Privacy -- deselect it and click ok

  Depending on the version of Norton software you have the screens and interactions may vary.

This is a generic message for hiding complex failures from the user. Sometimes this error may result when the user attempts to submit information but the required information is incomplete. For instance, if attempting to send an order make sure a Purchase Order Number is entered if the store requires one.

Bring up another browser and run the adminapp for that store and select the Service Dealer link. The registration key will display next to the unregistered service dealer.

PCL's accommodate part store branding of part manufacturer lines. In order for store brandnames to display on the part lists the PCL file must be in place for that eStore. When the PCL is not retrieved correctly from a JCON the part manufacturer's name is displayed instead of the desired brandname provided by the store. Once a PCL is retrieved correctly, users must log off and then log back in to see the change in the eStore's part list.

To retrieve the PCL:

• Log in to the eStore account via admin app
• Click on the Service Dealer link
• Click a link in Name column of the Existing Service Dealers list to display that service dealer's account
• Click on Verify link

Notes:

• Because ACX requires a valid customer number you have to select a SD to retrieve a PCL (or MCL). The retrieved PCL applies to all service dealers in that network.
• Updating the MCL for an eStore only requires the enduser to repeat the search.