First things to check

Below are four simple questions to answer when addressing issues that may arise in QuickHelp:

  1. Does QuickHelp work on another Computer?  If if does work, please have your IT department determine what settings are different between the two computers.
  2. Does QuickHelp work for another User?  If so, please have your IT department determine what is different between the two users.
  3. Does QuickHelp work in another Browser?  If so, there may be a setting with in the browser itself that is not allowing for the operation work.  Contact your browser administrator or your IT department to address this.
  4. Does QuickHelp work off network?  If so, there could be a firewall or proxy rule on the network that is not allowing for QuickHelp to work as expected.  Contact your networking department to address this.


Fiddler Trace

If more in-depth troubleshooting is needed to resolve your QuickHelp question, we may ask for a Fiddler Trace.  Fiddler is a free web debugging proxy (http://www.telerik.com/fiddler). A fiddler trace captures HTTP and HTTPS traffic, and will provide us with information that is being passed between QuickHelp and your computer. To generate the most effective fiddler trace, follow these steps after downloading and installing fiddler:


  1. Launch Fiddler
  2. Go to the Tools menu
  3. Choose Fiddler Options
  4. Click the HTTPS tab
  5. Check the box for Decrypt HTTPS Traffic
  6. Click OK through any messages that pop up
  7. Click OK out of the Fiddler Options dialog
  8. With fiddler running, repeat whatever steps in QuickHelp are causing the issue
  9. Save the fiddler file (save as a .saz), and attach it to your ticket


Videojs

VideoJS (also known as HTML5 Video Player) is the video player that QuickHelp uses for video playback. VideoJS makes videos more compatible across different browsers and browser versions. If users are having difficulty watching QuickHelp videos, it’s important to determine whether the problem is QuickHelp-specific or not. To test this, go to www.videojs.com to play the embedded video.

If the video doesn't play, there may be a browser setting (or settings) that is causing the problem. If this is the case, please contact your IT department with the pertinent information.

If that video does play, but QuickHelp videos don't, there may be a firewall or proxy setting (or settings) that need to be addressed.

Please try adding the following sites to your network white list and internet trusted sites: