FAQ in Internet Data Collection

Frequently Asked Questions Regarding
the Single Sign On System Of Internet Data Collection
For EIA Electric Power Surveys

1. What if I get to the survey but see only a blank screen?
The system may be experiencing an unusually heavy volume of traffic. At peak times such as when there are several survey deadlines this may be a problem. Please wait and try again later. This may also be and intermittent problem in the initial days of the SSO system, as large numbers of users attempt to access the system for the first time. Please be patient and try again.

2. What do I do if all demographic data is blank?
Double click to see what you are authorized to access, for further assistance contact your Survey Manager to resolve it.

JInitiator:

3. What if I get a time out on downloading the Jinitator?
This usually indicates a network error indicating that the system may be overloaded. Try again later, if the problem persists, contact your IT department.

Firewall:

4. Firewall Requirements:
Confirm that ports 80 and 443 are open at firewall. Contact your IT Staff and ask them to allow connection to EIA site. Please confirm that your PC is running the Internet Explorer (IE) browser 4.5 or higher. If not, please go to: http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp

Proxy Server:

5. Are you accessing the Internet through a Proxy Server? This may be the source of your problem.
If so please review the following information. It may assist you or your IT department in gaining access to our Internet Data Collection system.

What may be happening is that the proxy server is not handling the Secure Socket Layer (SSL) session fully. It may only be changing the address in the network part of the packet, then passing the data packet (with the embedded IP address unchanged) along. If this is true then the following information may provide a solution.

Have your IT staff assign a fixed address to these respondents and then do not NAT this address at the firewall. Even though they are running DHCP it is still possible to always give a particular address to a user or Web server, etc.
Another solution, though not as easily implemented, is have the client establish the SSL session with the proxy server and then have the proxy server establish a session with us. They would need to move the certificates that are on the client's machine to the proxy server.

Security:

6. How do I set the security features of Internet Explorer for the Single Sign system?
Select the "Tools" option from the IE menu bar,
Select "Internet Options", "Security" tab, "Internet" zone and "Custom Level"
Then review the status of the check boxes for the following:
Check "enable" for "File download",
Check "enable" for "Drag and drop or copy and paste files",
Check "enable" for "Submit nonencrypted form data".

Technical Issues:

7 . List of Technical Questions, relating to JInitiator, Firewall or Proxy Server, for which CNEAF HELP Center has developed a common solution:
a) What should I do if my “Java Applet” is hanging? b) What should I do if I have an “unsupported authentication scheme” problem? c) What should I do if loading of my survey hangs? d) What if I am having problems loading my plug-ins? Have you changed your browser or moved to a different computer? If so, this solution may apply to your situation. e) What if my java file is not accessible? f) What if I log in, choose a survey and nothing else happens? g) What if I get a message of “handshake failed” and the form will not load? h) What if I can’t access the form as I did last year? i) What if I can’t download plug-ins? j) What if the plug-ins are installed but I can’t go further? k) What if I can’t install Active X control?

Download Oracle JInitiator at this location: http://occ25.occ.state.ok.us/jinitiator/us/jinit_download.htm

Click “download Oracle JInitiator 1.1.8.16” and follow the instructions.

Once you have downloaded and installed JInitiator, try your SSO again.

If you are still having problems, refer to the separate categories “JInitiator,” “Firewall” and “Proxy Server” contained in this document.

If you continue to have trouble (some XP users are not authorized to download to their computers), we suggest that you first provide our Frequently Asked Questions to the personnel in your IT Department. They are best suited to interface our requirements with your company’s unique technological configuration.

If you are still having problems, contact CNEAF HELP Center.

Technical Requirements:

8. What are the minimum system requirements for the EIA Electric Power Single Sign On (SSO) Survey Data Collection System (IDC) software?
A PC running Internet Explorer (IE) 4.5 or higher, IE 6.0 SP-1 is preferred, With SSL 128K enabled, Cipher Strength: 128-Bit, Accept Cookies enabled, VM or JINITIATOR loaded, And Java enabled. We recommend 56K or higher transmission speed.

Updates to FAQ:

9. What if I want the latest version of Frequently Asked Questions?
The latest version of Frequently Asked Questions is located at: http://eia.doe.gov/cneaf/electricity/edc/faqidcollect.html

Other Problems:

10. My system has a SPAM blocker in place, is that a problem?
SPAM blockers may prevent incoming email messages sent by CNEAF. If you suspect incoming messages from CNEAF are blocked contact your IT department and ask them to allow for incoming e-mails from EIA. All e-mails from CNEAF will have @eia.doe.gov as the concluding portion of the return address.

11. How do I confirm my IE browser allows cookies?
Select the "Tools" option from the I.E. menu bar, Select "Internet Options", "Privacy" tab, and "Advanced" button to make sure that "Override automatic cookie handling" is unchecked.

12. What is the Electric System Single Sign On (SSO) Web Site?
The web site is https://signon.eia.doe.gov/ssoserver/login

13. I have not received my Mail ID and/or Code, what do I do?
The problem may be caused by SPAM blocker, contact your IT department and ask them to allow for incoming e-mails from EIA, both the Mail ID and Code have a return address of cneafhelpcenter@eia.doe.gov, all other e-mails from CNEAF will have @eia.doe.gov as the concluding portion of the return address.

In addition, you should contact the CNEAF Help Center to verify that the e-mail address that was used to send the Mail ID and Code are correct. If the e-mail address is different, the change will be entered into the database and the Mail ID and/or Code will be resent to the correct address.

14. What do I do if I receive the message 'Your connection to server was interrupted' before the logon screen?
You should determine if you have loaded the latest version of the Microsoft Virtual Machine (MVM) or the Oracle Jinitiator.

Go to the following Microsoft Update site, "http://v4.windowsupdate.microsoft.com/en/default.asp"

Select 'Update Now', and 'Scan for Updates'. Then select 'Review and Install Updates '. If you need it, choose the update for Microsoft Virtual Machine.

Go to the following site to download Oracle JINITIATOR. http://occ25.occ.state.ok.us/jinitiator/us/jinit_download.htm

Click "download Oracle JInitiator 1.1.8.16" and follow instruction.

If you are running a proxy server and you still can not get in, please review the proxy server procedures in the response to question 10.

If the problem persists please contact your Survey Manager or the CNEAF Help Center for assistance.

15. What if I am unable to get into the system during logon?
You should shut down the browser and try again. Please be certain you enter the correct "User Name" and "Password" in the respective boxes of the Logon screen. Remember the password is case sensitive and you must also be able to distinguish the number "1" from the lower case letter "l" and the number 0 (zero) from the upper case letter O.

16. What do I do if I select a survey form from the IDC, and the system just seems to hang and not go any farther?
Are you accessing the Internet through a proxy server? If so please review the following information. It may assist you or your IT department in gaining access to our Internet Data Collection system.

Have your IT staff assign a fixed address to these respondents and then do not NAT this address at the firewall. Even though they are running DHCP it is still possible to always give a particular address to a user or Web server, etc.
2. Another solution, though not as easily implemented, is have the client establish the SSL session with the proxy server and then have the proxy server establish a session with us. They would need to move the certificates that are on the client's machine to the proxy server.

If your network has a firewall , make sure ports 80 and 443 are open at firewall. Contact your IT Staff and ask them to allow connection to EIA site. Please confirm that your PC is running the Internet Explorer (IE) browser 4.5 or higher. If not, please go to: http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp

If the problem persists please contact your IT staff or CNEAF Help Center for assistance.

17. What do I do if survey buttons are not responding when mouse is set for left- handed?
You should be able to work around this problem by

(1) Switching to a right-handed mouse,
(2) Using the "Tab" key and position to the button and hit "Enter" key, or
(3) Updating the mouse driver on your PC. Go to http://www.microsoft.com/hardware/mouse/download.asp and follow instruction to download mouse driver.

If the problem persists please contact your Survey Manager for assistance

18. What if I am unable to input a certain month of data?
The EIA needs to initialize the system to allow data input for that month. Please contact your Survey Manager to resolve it. If you need to enter data for a survey, which has been closed (monthly or annually), please contact Survey Manager for assistance.

19. What if I am unable to enter more data when the entry block of the form is full?
You can press the "Down Arrow" key to move to space for more data entry. If you have a question about the limits of a field can be entered, contact your Survey Manager for assistance.

20. How do I enter the valid code for data entry?
In the entry box type in a valid code, or d ouble-click the entry box and select a valid code from the box.

21. How do I navigate between records?
You can use the vertical scroll bar to navigate between records.

22. What if I cannot find "Utility ID" in the main access screen from "Survey Data Entry"?
Please contact your Survey Manager to resolve it.

23. What do I do if I experience inaccuracy of data during an IDC session?
The memory resource of your PC could be low. Please close your browser and enter the IDC again. Restart the PC if necessary. If the problem persists please contact your Survey Manager to resolve it.

24. How do I retain the survey form for my records?
The survey form used for data entry can't be saved into a file; however the PDF of the "Print" function of the form can be saved into a file by selecting the "Save" icon on the PDF to save it.

25. What can I do if I am unable to save data?
You may need EIA database permission. Please contact the Survey Manager to resolve it.

Be sure you did not attempt to change a restricted field in the survey form when saving data. This will not allow you to save the data and you will need to re-enter it.

Be sure data is properly entered. Do not enter non-numeric value on a numeric field, or leave it blank.

26. What if my system or the SSO system locks up or crashes before I have saved the data?
Any data not already saved will be lost. To minimize the potential for lost data as you complete each schedule and before proceeding to the next schedule you should save the data.

27. What do I do if I receive the message "FRM-40656 record has been update by another user"?
This is a normal message if you have recently saved your submission and are trying to resave your submission.

When you access your record the system locks the records for update. If the record was recently saved the system may still be performing the updates and may not have released the file for use. Please wait several minutes and retry your save. If you still receive this message please contact the Survey Manager for assistance.

28. What do I do if I receive a message "exception: illegal URL redirect" in the status bar
Press the "Refresh" button on the browser then access the survey. Make sure your PC is running the Internet Explorer (IE) browser 6.0 SP-1. If not, please go to: http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/default.asp and download the latest version of IE.

If the problem persists please contact your Survey Manager for assistance.

29. What if I am unable to print the survey form?
The Report Server may be down for maintenance. Wait a few minutes and retry.
Confirm that your browser settings are correct (See item #2)
Confirm that the security settings on the browser are set to allow cookies.
Be certain that some other software (i.e. Anti-PopUp program) is not preventing "Acrobat Reader" from coming up.
Be certain you have "Acrobat Reader" installed on PC. (See item #9)
Recreate the user profile on your PC.

If the problem persists contact your Survey Manager to resolve it.

30. What if I am still unable to print the survey form?
Step 1: Confirm that you have “Acrobat Reader,” version 5.0 or higher, installed on your PC.

Step 2: Check to make sure that some other software (such as Anti-PopUp program) is not preventing “Acrobat Reader” from coming up.

Step 3: Open Internet Explorer. Click on “Tools” in the menu bar. Click on “Internet Options.” Click on “Security” tab. Highlight “Internet.” Click on “Custom Level” button. Within “Custom Level,” go to “Downloads” heading. If not already enabled, click on enable “File Download.” Remaining within “Custom Level,” go to “Miscellaneous” heading. If not already enabled, click to enable “Drag and Drop or Copy and Paste Files.” Remaining within “Miscellaneous” heading, if not already enabled, also click to enable “Submit nonencrypted Form Data.” Click on upper “OK” button. If, and only if, you have changed your security settings a pop-up box will appear which reads, “Warning! Are you sure you want to change the security settings for this zone?” If this pop-up box appears, click on the “Yes” button. Click on “OK” button.

Step 4: Open Internet Explorer. Click on “Tools” in the menu bar. Click on “Internet Options.” Click on “Privacy” tab. Click on “Advanced” button. Confirm that “Override automatic cookie handling” is NOT checked. Click on upper “OK” button. Click on “OK” button.

Step 5: Open Internet Explorer. Click on “Tools” in the menu bar. Click on “Internet Options.” Click on “Advanced” tab. Go to “Security” heading. Check box option “Do Not Save Encrypted Pages to Disk.” If, and only if, you have changed this setting, click on “Apply” button. Click on “OK” button.

Step 6: Open Adobe Reader. Click on “Edit” in the menu bar. Click on “Preferences.” Highlight “Internet” in the long, white vertical box to the left of your screen. For Adobe 6.0 and higher, confirm that “Display in PDF Browser” is checked. Click on “OK” button. Close Adobe Reader by clicking on the “X” in the upper right corner of your screen.

31. What if I can print only a portion of the form?
You may need access permission from EIA database administrator (DBA) to print other portions of the form. Please contact your Survey manager to resolve it.

32. What if I am unable to see the survey form when the print function is on?
Be certain you have "Acrobat Reader", version 5.0 or above, installed on your PC.

To install Acrobat Reader, go to the following site: "http://www.adobe.com/products/acrobat/readstep2.html" Select the drop-down box "Platform" and choose the appropriate platform, then select the "Download" button.

33. What if I am unable to print the PDF file after entering, saving and submitting data?
There can be several reasons for this.

Problem with Internet Explorer 5.5: The blank screen occurs with this version of Internet Explorer. Solution: Change a setting within Adobe Acrobat Reader.

Exit from Internet Explorer, if you currently have it open.
Start Acrobat Reader.
For Acrobat Reader 5.0: Choose Edit, then Preferences.
For Acrobat Reader 4.x: Choose File, then Preferences, and then General.
In the Options section, deselect "Display PDF in Browser" (in Acrobat Reader 5.0) or deselect "Web Browser Integration" (in Acrobat Reader 4.x).
Click OK, and then exit from Acrobat Reader.
Restart Internet Explorer.

Problem during the download: A temporary glitch in the connection that caused an error. Your computer may have cached this error, so that each time you try to open the PDF file, it retrieves this same error "page." Solution: Try clearing the cache in your browser and downloading the PDF again.
The version of Acrobat reader you have on your computer: If you have an older version of Acrobat, you will not be able to retrieve these documents. Solution: Upgrade the version of your Acrobat reader to version 4.0 or above.

34. How do I request access permission to add additional surveys or to respond for additional utilities and/or facilities?
Contact the CNEAF Help Center with your e-mail address, user ID and the survey you need to add. You will also need to provide the Entity (Utility, Operator, or Preparer) ID and/or Facility (Plant) ID that you will be reporting. (Note: in the event you need to file for multiple entities or facilities please be sure to provide the IDs for all of the entities or facilities.) The Help Center will then send the information to the survey manager for approval to file the survey through the SSO system.

35. How do I request a password for the Internet Data Collection System?
The CNEAF Help Center needs the Utility ID and Company Name (or Plant ID and Plant Name) to establish a user account. They assign the unique "User ID" along with company/plant name and then obtain a password.

36. What if survey links do not appear on Single Sign-On Page?
On your browser click on the “Tools” option

Click on Internet Options
Under the banner “Temporary Internet Files” click on “Settings”
On the “Settings” page check for newer version of stored page
It should be “Every visit to the page” which is the first button on the page.

Frequently Asked Questions Regarding the Single Sign On System Of Internet Data Collection For EIA Electric Power Surveys