Support Solutions

Typical questions to ask

What version of Google Chrome are you using?

Users need to have Google Chrome Version 30 or higher to run the Infoex application. Complete the following steps to find the version of Google Chrome:

• Click on 'Customize and control Google Chrome' button in top right corner (the three horizontal bars)
• Go to 'About Google Chrome' towards the bottom of the menu. This will open a new tab in Google Chrome and the version number will be displayed right there.

If the version is lower than 30.XXX, go to https://www.google.com/intl/en/chrome/browser/ to get the latest version.

Solutions

Any issues with the Google Earth plugin

Most issues related to the Google Earth plugin are related to the fact that the plug in is out of date. There is not automatic update of the plugin and it is not easy to find the version number of their plugin. Complete the following steps to force update their Google Earth plugin:

• Go to http://www.google.com/earth/plugin/error.html
• Click on the link on the page to download the installer
• Follow the instructions to install the latest version of the plugin
• Complete close Google Chrome
• Start Google Chrome again and log into the InfoEx system again.

Issues with People not being able to login

Possible reasons:

• Not in Google Chrome
• Not using the correct username and password
• Not linked to an operation
• Unverified user account - This issue has occurred when people set up an account in the CAA Admin but do no complete the process by verifying their email. After the initial setup, they are sent an email asking them to verify. If they do not complete this step they will get an error when they next try to login. The error will read "email already in use". To see if this is the problem the CAA can look at the "unverified users" tab within the administration of the CAA user database.