Help:Solutions to common problems

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None of the Google Earth functionality is working for me

Most issues related to the Google Earth plugin are related to the fact that the plug in is out of date. There is no automatic updating of the plugin and it is not easy to find the version number of their plugin. Complete the following steps to force an update of 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.

Related help documents:

I am unable to log into the InfoEx application

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.

Related help documents:

I get a validation error with my weather observation and I can therefore not submit any weather information

When you get a validation error on a observation entry screen, the field that is causing the problem will be highlighted with a red border and label. If none of the fields in your favourite section are highlighted, open all of the collapsed section at the bottom and you will find the problematic field.

Most of the time, validation issue with weather observations is either caused by not filling out the HST CLEARED DATE or HST CLEARED TIME fields. BOTH of these fields are mandatory when submitting an HST or HSTW value. This is the reason why the HST CLEARED DATE or HST CLEARED TIME fields where dragged into the favourite section when the you move any HST field in there. Many people seem to drag the HST CLEARED TIME field out again.

Related help documents:

I am loosing my observations when I enter them in my workflow

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