Category Archives: troubleshooting

troubleshooting

Why is my page not fully loading?

If you experiencing issues with ChildWare pages not fully loading, or if you are missing tabs (see below) please follow these troubleshooting steps.

Display

 

First, be sure that you have not lost internet connection. Check your internet connection by clicking on the bars located at the bottom right hand of your computer.

Internet Connection

If your internet connection is not the issue, you will need to clear you browser’s cookies and cache.

If you are using Google Chrome:

  1. Open Chrome
  2. On your browser toolbar, click the Chrome menu
  3. Click More Tools>Clear browsing data. Chrome 2
  4. In the box that appears, click the checkbxes for “Cookies and other site and plug in data” and “Cached images and files” .
  5. Use the menu at the top to select the amount of data that you want to delete. Choose the beginning of time to delete everything.
  6. Click Clear browsing data
    Chrome 3

If you are using Firefox: 

  1. Open Firefox.
  2. On your broswer toolbar, click on the Firefox menu.
  3. Click Options, then click Privacy from the left side menu. Firefox1
  4. Click clear your recent history. 
  5. In the box that appears, click the checkboxes for “Cookies” and “Cache”.
  6. Use the menu at the top to select the amount of data that you want to delete. Choose the everything to delete all history.
  7. Click Clear Now.

Firefox2

If you are using Safari on a Mac:

  1. Open Safari.
  2. Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences. Safari
  3. In the window that appears, click Privacy tab. Click the button Remove All Website Data.

Safari14. Click Remove Now  in the pop up window that appears.

Safari2

 

 

 

 

 

troubleshooting

How do I Disable the Pop-up Blocker?

Option A: Follow the Error Message

Most browsers will tell you when they’ve blocked a pop-up. In each of the cases shown below, you can click on the error messages and select ‘Allow pop-ups from this site’.

If you are using Google Chrome:

chromepopupblocker

If you are using Firefox:

firefoxpopupblocker

If you are using Internet Explorer (this will be at the bottom of the screen):

iepopupblocker

Option B: Use Your Browser Settings

If you don’t have one of these error messages to guide you, follow the instructions for each browser below. (Not sure which browser you’re using? Click here to check.)

Google Chrome

Internet Explorer

Firefox

Safari

Still Having Trouble?

Call or email us!

 

troubleshooting

Why Isn’t ChildWare Working in Internet Explorer?

The most recent version of Internet Explorer, IE11, has a few quirks that may make it seem like you can’t access your data in ChildWare. The most common problem is that clicking ‘Select’ in grids does not work. Additionally, drop-down lists and other fields may appear wonky.

Never fear! Follow these simple steps to ensure you have complete access to your files.

How do I know what browser I’m using?

You can tell based on the icon. These are the icons for the four of the most commonly used browsers:

ie firefox safari chrome
Internet Explorer Mozilla Firefox Safari (Apple) Google Chrome

 

How do I know which version of Internet Explorer I’m using?

iesetup

Open Internet Explorer.

1 Click the tools menu

2 Click “About Internet Explorer”; a pop-up window will appear showing you what version of IE you have.

 

 

So now we’ve established that I have IE 11, what do I do?

compatibility
3 Select ‘Tools’ from the Menu Bar. If you do not see a Menu bar, right click on the top of the window and select ‘Menu bar’ to make it visible.

4 Select ‘Compatibility View settings.’ A new screen will pop up.

compatibility2
5 Add phmc.org to the list of websites to be displayed in Compatibility View.

6 Click ‘Close’ to save. Close and re-open Internet Explorer and you should be able to access ChildWare normally.

Still having trouble? Call or email us!

troubleshooting

Why Does Nothing Happen When I Click?

The most recent version of Internet Explorer, IE11, has a few quirks that may make it seem like you can’t access your data in ChildWare. The most common problem is that clicking ‘Select’ in grids does not work. Additionally, drop-down lists and other fields may appear wonky.

Never fear! Follow these simple steps to ensure you have complete access to your files.

How do I know what browser I’m using?

You can tell based on the icon. These are the icons for the four of the most commonly used browsers:

ie firefox safari chrome
Internet Explorer Mozilla Firefox Safari (Apple) Google Chrome

 

How do I know which version of Internet Explorer I’m using?

iesetup

Open Internet Explorer.

1 Click the tools menu

2 Click “About Internet Explorer”; a pop-up window will appear showing you what version of IE you have.

 

 

So now we’ve established that I have IE 11, what do I do?

compatibility
3 Select ‘Tools’ from the Menu Bar. If you do not see a Menu bar, right click on the top of the window and select ‘Menu bar’ to make it visible.

4 Select ‘Compatibility View settings.’ A new screen will pop up.

compatibility2
5 Add phmc.org to the list of websites to be displayed in Compatibility View.

6 Click ‘Close’ to save. Close and re-open Internet Explorer and you should be able to access ChildWare normally.

Still having trouble? Call or email us!

troubleshooting

Why Does The Report Say There Is No Data?

Don’t worry, it doesn’t mean your data isn’t there. This is probably because of the Filters used to run the report. If you set the filters to a time period or classroom for which there is no relevant data, the report will be blank. Check to see that you have selected the correct date(s), site(s), and/or classroom(s) and that all other filters for the report are correctly set.

filters

troubleshooting

Why Did I Get This Error Message?

The system generates this error for multiple reasons. If you encounter this error, we recommend that you close your browser and try logging in to ChildWare again. If you get the error message again the likely problem is that there is a data error that the system is unable to reconcile. Common reasons for this include:

  • Inconsistencies in Service Profile data. This is why we strongly recommend that you not delete service profiles, or change beginning and end dates of profiles. If you need to replace or change an existing service profile, use ‘Add/Change Current Service Profile’ to create a new service profile, rather than deleting it.
  • Inconsistencies in Enrollment Dates. Please avoid editing enrollment dates if at all possible. If you must change a date, be very careful to ensure that the date is not contradicted by any other dates on the child’s record. We also do not recommend deleting enrollment records.

If you are unable to resolve the data error, please call or e-mail us with the name and site of the child and a brief description of what happened. We’ll clear up the data error on the back end as quickly as we can.

troubleshooting

Why Can’t I Open This Report?

Did nothing happen when you clicked ‘Preview Report’?

Your Pop-Up Blocker is Probably the Problem

The most likely issue is that you have a pop-up blocker that is preventing the browser from opening the report in a new tab or window. If you look closely, you will likely see that you got one of the following messages:

If you are using Google Chrome:

chromepopupblocker

If you are using Firefox:

firefoxpopupblocker

If you are using Internet Explorer (this will be at the bottom of the screen):

iepopupblocker

In each of the cases shown above, you can click on the error messages and select ‘Allow pop-ups from this site’.

Unfortunately, Safari does not display an error message. However, if you are having trouble opening reports in Safari, click on the gear icon in the upper right hand corner and uncheck ‘Block Pop-up Windows”.

safaripopupblocker

Pop-ups Not the Problem?

You might also want to make sure that you have the latest version of Adobe Acrobat Reader installed; the free software can be downloaded here. If you need to view the report right away and/or can’t install Adobe Reader your computer, select “Report Viewer” on the “Report Format” section of the Reports Screen. This will launch the report without using Adobe Acrobat.

Still having trouble?

Call or email us!