Java

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user of webfroms are being prompted to update Java, we just did 2 weeks ago. Why are they getting the message?
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Larry Fry

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Posted 4 years ago

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Ava

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Hi Larry,

Thank you for posting in the Support Center! Typically when we see that pop-up we check a few things:

1. Do you only have one version of Java installed in your computer (the latest is 8 update 31, which came out a couple of weeks ago)? You can check this by going to your Control Panel-> Programs->Uninstall a program to see the list of programs and Java versions.

2. Try clearing the Java cache and your browsers temporary Internet files. I have linked a video here to help guide you through the steps of clearing the Java cache, and a post here for clearing the browser. I would advise closing out of the browser and reopening it after taking these steps.

If you have tried those steps, and that gray box prompting to update Java still shows up, you can also try adding these sites to the Java exception list by going to the Java Control Panel-> Security-> Edit Site List-> then "Add" in these sites:
https://*.hosted-commerce.net
https://*.cloudfront.net

Please let me know if those steps do not resolve the pop-up. I will advise that for Internet Explorer, we've seen that be a very persistent pop-up. As well, you can try restarting the computer after all of those changes are made.
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Larry Fry

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My question was "Why is the message coming up?"  To date they have only processed a single transaction, are you implying that they have to go through this process between each transaction???
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Ava

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Hi Larry,

I apologize for not fully answering your question. As far as why the pop-up shows up despite having the most recent version of Java, it truly depends on the situation and what browser you are using. If you do have multiple versions of Java installed on your computer, that could be the cause. Another cause is simply that your Java cache needs to be cleared, as I outlined above. It could also be security settings, which can be remedied by adding those sites to the exception list.

These steps most certainly do not need to be taken every time a customer loads a form and processes a transaction. Once you ensure that only one Java version is on the computer and have added the sites to the exception list, that is a one time check (until a new version of Java comes out). We recommend clearing the Java cache once every two weeks, but if you don't see any of the pop-ups, that is certainly up to you to decide when to clear the cache.

If you are having any trouble with these steps, or require further assistance, please let us know. Often, for technical situations it is best to call us at 1-888-739-3232 option 1 to resolve via phone.
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Larry Fry

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The never had Java installed prior to December 20th 2014.  They only have 1 version installed.  They all use Chrome.  I'll take the other steps you suggested.
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Ava

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Hi Larry,

For Chrome specifically, I would advise ensuring that Java is enabled in the browser settings as well. This post linked here outlines that in detail.

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