Troubleshooting CoreBI and Core BackOffice


1. Problems common to CoreBI and BackOffice

1.1. Incorrect or multiple versions of Java

Core requires a specific version of the Java Runtime Environment (JRE): version 1.6.0 update 45. The architecture of this JRE should match that of the browser. I.e. if you are using a 32-bit browser, you need the 32-bit version of Java, and if you have a 64-bit browser you’ll need the 64-bit version of Java.

Go to the Control Panel and if there are multiple versions of the JRE or any version other than 1.6.0 update 45 then ensure that all JREs are removed, before installing a fresh version of Java 6 Update 45 from our  section. If later prompted to update Java, the user should not do so.

1.2. Java warning message in Firefox

Mozilla have decided that the version of Java required for Core applications is insecure and now, by default, show large, scary-looking warning messages before allowing Java applications to run in later versions of Firefox.

If this screen is encountered, click on the ‘no entry’ sign in the middle of the page. This should display a message asking the user to confirm that they want to run the applet and offering two options (see below). To avoid seeing this message again, they should select the option ‘Allow and Remember’. After that, the message should no longer appear the next time they run BackOffice or CoreBI.

Java Firefox image.png

2. Problems with CoreBI

2.1. The error message “Unable to open a new browser window. Ensure that you do not have popup windows disabled for this site.” is shown

CoreBI requires popups to be enabled for that site, and seems to bypass the browser’s notifications that a popup has been blocked.

Internet Explorer (8+): select menu item Tools -> Pop-up Blocker -> Pop-up blocker settings and add the address: to the ‘Allowed Sites’ list.

Firefox: Press the ‘Firefox’ button (top-left of window) and select Options (or use menu Tools -> Options). From the list of tabs at the top of the window, select Content and click the ‘Exceptions…’ button. In here, add to the list.

Chrome: Press the ‘Tools’ button at the far end of the location bar and select ‘Settings’. From the bottom of the new page, click the ‘Show advanced settings…” link and in the Privacy section, select ‘Content settings…’. In the new window that opens, scroll down to ‘Pop-ups’ and click the ‘Manage exceptions…’ button. In the ‘Hostname pattern’ box add and click ‘Done’.

3. Further problems

If you have any further problems that aren’t resolved by this guide, please contact the HR Systems Support Helpdesk or raise a SupportWorks call against the HR Systems Support Team (‘HR & Payroll Systems Support/HRP Human Resources’).

To update the installed version of Java on your computer, please see our System Resources below.