Troubleshooting

Unexpected behavior

If some functionality is missing or seems to behave in an unexpected way, verify that you are using a supported browser.

Non-U.S. browser settings

If your browser is set to a non-U.S. locale and you receive the following message: An unexpected error has occurred, try setting your browser to U.S.-English.  

You may encounter internal server error messages if you are using Chrome and set Spanish (Latin America) as the default language (top of the list of preferred languages) in Chrome.  To work around this issue, in Chrome, navigate to Settings > Languages and ensure that Spanish (Latin America) is not at the top of the list of user languages.

Mixed-content messages

If your browser prompts you to confirm whether you want to view secure and insecure content each time you visit the site, you can change your browser settings to automatically block unsecure content in secure pages without being prompted.  For example, In Internet Explorer 8 and 9, you can disable the Display mixed content option in Tools>Internet Options>Security>Internet Zone>Custom.

Display mixed content options (IE 9)

Internet Explorer 8 issues

If you are using Internet Explorer 8, you may experience some issues with this site, depending on your configuration settings:

• If thumbnail images are not expanding to full size when clicked, in the Internet Explorer menu choose Tools > Compatibility View Settings and deselect Display intranet sites in Compatibility View.

Authorization required error

When using the Mozilla Firefox browser, if you try to open a PDF on the BMC Customer Support site, you might see an Authorization Required page. You can adjust your Firefox configuration to allow access.

To configure Firefox for access to Customer Support PDFs

1. In Firefox, type about:config in the URL field and press Enter.
   A long list of entries representing the configuration information in Firefox appears.
2. In the Filter box, enter the following preference name: network.negotiate-auth.trusted-uris.
3. Double-click the preference name, and type your domain in the dialog box.
   For example, if you are opening PDFs from a bmc.com domain,enter .bmc.com in the dialog box.
4. Click OK.
5. In the Filter field, enter the following preference name: network.negotiate-auth.delegation-uris.
6. Double-click the preference name, and type your domain in the dialog box.
7. Click OK.
8. Close the Firefox tab or browser.