Instant Messaging

Help with issues regarding the Instant Messaging application

IM Icon Not Displaying

Step 1: Check with Enterprise Manager to verify that IM is enabled for the account
Step 2: Verify that a supported browser and operating system are being used
Step 3: Verify Active Scripting is enabled in browser
Step 4: Disable Accessibility Options
Step 4: Clear cache
Step 5: Configure Browser Privacy
Step 6: Disable Internet Security

IM Window Says "Waiting for User Authentication"

Step 1: Verify that you are connected to the Internet by browsing to another web page. If using Wireless, verify that there is a strong signal
Step 2: Verify you have access to the Instant Messaging port
Step 3. Sign out and sign back in again
Step 3: Perform a trace route to determine any network latency which may be resulting in a poor connection to our server
Step 4: Disable Internet Security
Step 5: Uninstall / reinstall Java
Step 6: Make sure you have accepted the Web Certificate.

Not receiving any new Instant Messages?

If you are not receiving any new messages:

Step 1. Make sure you have agreed to Web Certificate
Step 2.  Make sure you have pop-up blockers disabled

User Online But Not Showing In Currently Online List

Step 1: Verify that the user is in the currently online list
Step 2: Try refreshing the currently online list
Step 3: Verify that the browser is set to Check for newer versions of stored pages Automatically
Step 4: Uninstall / reinstall Java