Note: SELECTservices Online is best viewed using Microsoft Internet Explorer v5.0 and higher or Netscape 6.0 and higher.
This document describes trouble shooting tips you can try if you are unable to access SELECTservices Online or unable to download SELECT files from Web Downloads. To do either of these you need a valid SELECT ID and password.
Please follow these steps:
- Are you using the correct ID and password? (passwords are case sensitive)
- Do you have sufficient privileges?
Go to My Support account > Permissions and look up your name in the list. Check if you have the required privileges, and if necessary, contact your SELECTservices Site Administrator. You can use the "List SELECTservices Administrators" button on that page to view the name of the SELECT administrator(s) for your site.
- Is your Web browser configured to accept cookies? SELECTservices Online stores a small file called a cookie on your machine to remember when you are logged in. If you use the Remember Me feature you will not need to log in again from that machine. You can choose the SELECT Logout button to remove the automatic login.
If your browser is configured to not accept cookies, you will not be able to login to SELECTservices Online. This setting is located in the following places:
-
- Netscape Navigator® 3.x
Choose Options > Network Preferences > Protocols
There is a switch to show an alert before accepting a cookie.
- Netscape Navigator 4.x
Choose Edit > Preferences > Advanced
There is a Cookies section with multiple options.
- Microsoft® Internet Explorer 3
Choose View > Options > Advanced
There is a switch to warn before accepting cookies.
- Microsoft Internet Explorer 4.0
Choose View > Internet Options > Advanced
There is a Cookies section under Security with multiple options.
- Microsoft Internet Explorer 5.x
Choose Tools > Internet Options > Security > click Custom Level
There is a Cookies section with multiple options. For SELECTservices Online, you only need to enable the option "Allow per-session cookies (not stored)".
- Some features of the SELECT site require JavaScript or Java be turned on in your Web browser (JavaScript is currently used on DataExchange; Java is used for Chat w/ Analyst and Online Theater). The switches to turn on/off JavaScript and Java are located in the following places:
-
- Netscape Navigator 3.x
Choose Options > Network Preferences > Languages
There is an Enable Java switch and an Enable JavaScript switch.
- Netscape Navigator 4.x
Choose Edit > Preferences > Advanced
There is an Enable Java switch and an Enable JavaScript switch.
- Microsoft Internet Explorer 4.0
Choose View > Internet Options > Security > select Custom > select Settings
Halfway down the window, under Scripting, is an option for Active Scripting. This switch enables/disables JavaScript. There is an option above Scripting that sets the security rating for Java.
Be careful when modifying this page, as there are other options that can be set as well, including disabling downloads.
- Microsoft Internet Explorer 5.x
Choose Tools > Internet Options > Security > click Custom Level
Halfway down the list are Java options. Further down the list, under Scripting, are options for Active Scripting that control JavaScript.
Be careful when modifying this page, as there are other options that can be set as well, including disabling downloads.
- Are you able to login to other SELECT areas?
Try to login to The Client Server. If you are able to login to The Client Server, your ID and password are correct.
- Try to download one of the public Update files from the Web Downloads page.
This will test if you can download any file. If you cannot download and you are using Netscape Navigator 3.0 or higher, try rightclicking on the Download button and choosing "Save link as...". In Microsoft Internet Explorer, rightclick and choose "Save Target as...".
If you cannot download a public file there is probably a firewall problem. Most files on Web Downloads are executable files. Be sure that your firewall will allow these files to be downloaded. Executable files have an extension of ".exe".
** Please check with your network administrator to verify that these files are allowed through your firewall.
Some virus protection software will detect a file as suspicious and stop the download. All files that Bentley posts are thoroughly checked before we release them to the public. If your protocol allows, you may want to turn off any virus detection software before starting the download.
**Please check with your network administrator before disabling any virus protection software.
Contact your network administrator to check what ports are open through your corporate firewall. Bentley is currently using the following ports:
- 21 - Standard FTP port
- 80 - Standard web server (HTTP) port
- 443 - Standard secure web server port (HTTPS)
- 1270 - WebEx Communications port
- 7070 - Real Audio
- 7999 - Online Theater
If you are still unable to login or download, please collect the following information and contact Bentley Support:
- How are you connected to the Internet? (modem brand, speed; direct network connection, speed)
- Who is your ISP (Internet Service Provider)? (for example, America Online, AT&T, CompuServe, NetCom)
- What web browser are you using? (company, product name, and an exact version number)
- What is the exact address you are trying to access? (including upper and lowercase letters)
- When were you trying to access the address? (date and time of day to the minute, if possible)
- Is there any type of firewall, proxy server or other security in place on your servers?
Windows Media Player information
Other Bentley web sites, in particular the Bentley Institutes ETS Resource Center, take advantage of Windows Media.
It is rcommended that Windows Media Player 10 be installed and configure for best result.
Windows Media Player 10 configuration
- From Windows Media Player, make sure you have access to the main menu. For example, if you’re in a skin go to full mode.
- Select Tools/Options.
- Select the General Tab
- Ensure that the “Download Codecs Automatically” option, as shown below, is highlighted.
- Apply changes.
If the above setting was already enabled but the video still won’t play, it’s also possible that an admin at a site will need to open a port on the firewall to allow windows media files to pass through.
Depending on how your network is configured will determine what ports need to be open to view these files.
Firewall Settings for Windows Media Player
When you allocate ports for Windows Media files, open all of the UDP and TCP ports that correspond to the protocols that you want to support, as shown in the following table.
| If you want to use… |
Then open… |
| Microsoft Media Server, with TCP-based transport (MMST) |
TCP port 1755 |
| Microsoft Media Server, with UDP-based transport (MMSU) |
UDP port 1755 and TCP port 1755 |
| RTSPT |
TCP port 554 |
| RTSPU |
UDP port 5005, UDP port 5004, and TCP port 554 |
| Hypertext Transport Protocol (HTTP) |
TCP port 80 |
| Hypertext Transport Secure Protocol (HTTPS) |
TCP port 443 |
Playing Recorded Virtual Class videos on your system.
All of the recorded virtual classes were captured using the TechSmith codec specially developed for high quality reproduction of computer screen actions. TechSmith is the company behind the Camtasia Studio suite of video capture and editing tools which Bentley uses to develop and deploy recorded virtual classes. To play the video using Microsoft’s Windows Media Player you must have the TechSmith codec installed on your machine.
To install the TechSmith codec, visit this URL:
http://www.techsmith.com/download/tsccdefault.asp
Click "Download" and save the TSCC.exe to your system. Open this file to install the codec on your system.
In the event you can hear the audio but cannot see the video you will have to modify one setting in Windows Media Player. Go to Tools menu > Options > Performance tab. Verify or set the Connection speed option to “Detect connection speed (recommended)”.
All of the virtual classes are recorded at a screen resolution of 1024 x 768 pixels. As a result, you should play back the video using full screen resolution. In Windows Media Player, select View menu > Full Screen or press Alt-Enter.
In order to view the recorded virtual class streaming media you must have an open TCP/UDP port 1755. Since some firewalls are set up to exclude all but recognized TCP port numbers you may have to check with your network administrator to arrange for this port to be opened for access.
I did all that and now I get a dialog box asking for my network credentials.
By default Windows Media Player uses standard TCP ports 1755 or 554 depending on the type of stream.
If those TCP ports are not open across the firewall, Windows Media Player will try to use HTTP (TCP port 80). Bentley DOES NOT stream media through the HTTP port so the resolution is to disable HTTP within the Windows Media Player settings.
In Windows Media Player go to tools > options > network > streaming protocols > and uncheck HTTP.
For more information about Windows Media Player and Firewalls please see
Microsoft article "Firewall Information for Windows Media Services" at the link below.
http://www.microsoft.com/windows/windowsmedia/forpros/serve/firewall.aspx
To upgrade to Window Media Player version 10.
http://www.microsoft.com/windows/windowsmedia/mp10/ads.aspx
Additionally, pop-up blockers must be disabled.