Troubleshooting

Verifying and troubleshooting the Java Plugin

The Java plugin is REQUIRED to run our internet software and usually comes pre-installed on almost all new computers. You may be lucky, however, and not have it on your computer or need to update/troubleshoot the Java version that is installed. Don't worry, the instructions below will walk you through the process step by step.

Watch our troubleshooting video tutorials:

• How To Install Java
• Troubleshooting Java for Windows
• Troubleshooting Java for Mac

Troubleshooting Java for Windows (click HERE for printer friendly version):

• Verify Java Installation:
  1. Visit www.Java.com.
  2. Click the link 'Do I have Java?'.
  3. Click the button titled 'Verify Installation'.
  4. If a pop-up appears asking for permission to run, click 'Allow'.
  5. After the test has run, it will refresh the page and tell you which Java version you currently have installed.
  6. If nothing appears after 2 minutes, then you do not have Java installed and will need to download it and install it.
  7. You can download the Java Plugin here: http://java.com/en/download.
  8. Close and re-open Internet Explorer (or your current web browser) after installation.
  9. Some web browsers do not follow web standards. If you are using a custom browser (examples: MSN, AOL browser, Yahoo browser, etc.), connect to the Internet as you normally would and then open Internet Explorer to browse the web.
• Remove And Reinstall Java:
  1. Open up Control Panel (usually found under the "Start Menu").
  2. Click on "Programs and Features".
  3. Find Java in the programs list. Select the program and click "Uninstall". You can also right click on Java and select "Uninstall".
  4. Reinstall the Java Plugin here: http://java.com/en/download.
  5. Close and reopen browser.
• Other Options:
  1. Verify that the browser you are using has Java enabled.
     • For instructions on how to do this visit: http://java.com/en/download/help/enable_browser.xml.
  2. Try using a different browser such as Firefox (http://www.firefox.com) or Chrome (www.google.com/chrome). Click on the links to download for free.
  3. Create and login to a new user account.
     • For Windows XP click HERE for instructions.
     • For Windows Vista click HERE for instructions.
     • For Windows 7 click HERE for instructions.
  4. Visit Java's support page at http://java.com/en/download/support.jsp.
  5. Try a different computer. It may be an issue with your Operating System or hardware.
  6. Submit a ticket to our support team. We will try to respond to your issue within 24-48 hours.

Troubleshooting Java for Mac (click HERE for printer friendly version):

• Check for Updates:
  1. Click on the Apple logo at the furthest most top-left corner of your screen.
  2. Select "Software Update".
  3. Install any available updates.
  4. Check to see if the issue is resolved.
• Check Java Settings:
  1. Open up the spotlight search by clicking on the magnifying glass at the furthest most top-right corner of your screen.
  2. Type in Java Preferences and select the first result that appears.
  3. In the Java Preferences window under the "General" tab make sure the most updated version of Java is listed first. Click and drag to change the order.
  4. Click on the "Network" tab and then click on "Delete Files" at the bottom.
  5. Make sure each option is selected in the pop-up window and click "OK".
  6. Check to see if the issue is resolved.
• Reinstall Java:
  1. Verify the version of Mac OS you are running by clicking on the Apple logo in the top-left corner of the screen and select "About This Mac".
  2. Write down the version number that is listed under "Mac OS X".
     • If it says something else other than "Version" then click on the number and it will toggle between the serial number, build number, and version number.
  3. Open your spotlight search again at the top-right corner of your screen and type the word terminal. Click on the first result that appears.
  4. In the terminal window type java -version and press enter. This must be typed in exactly...notice the space between java and -version.
  5. Write down the Java version that appears.
  6. Open up Safari and go to http://support.apple.com/downloads.
  7. In the search field type in Java then the Java version number, followed by Mac OS and then your OS version number. For example: Java 1.6.0_31 Mac OS 10.7.4.
  8. Click "Download" on the search result that corresponds to your Java and OS version numbers.
  9. Install the downloaded .dmg file.
  10. Check to see if the issue is resolved
• Other Options:
  1. Try using a different browser such as Firefox (http://www.firefox.com) or Chrome (www.google.com/chrome). Click on the links to download for free.
  2. Create and login to a new user account. See if the issue is resolved when using the new user.
     • For OS X 10.7 click HERE for instructions.
     • For OS X 10.6 click HERE for instructions.
     • For OS X 10.5 click HERE for instructions.
     • For OS X 10.4 click HERE for instructions.
  3. Visit Java's support page at http://java.com/en/download/support.jsp
  4. Try a different computer. It may be an issue with your Operating System or hardware.
  5. Submit a ticket to our support team. We will try to respond to your issue within 24-48 hours.