Cannot Access The Login Page; Turning Off Script Blocking In Norton Anti-Virus 2001 - Nortel Call Center Set Up And Operation Manual

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Troubleshooting Reporting for Call Center
Norton Anti-Virus is one anti-virus package known to cause this symptom.
By Un-checking the "Enable File System Real Time Protection" option in Norton Anti-Virus the
operation of the Real Time screens are no longer restricted and can operate in their usual way.
To do this, right click on the Norton Anti-Virus icon in the system tray. If there is a tick by it,
select "Enable File System Real Time Protection" to remove the tick.
Alternatively, you can try deactivating the Nortel Networks Reporting for Call Center diagnostic
logging (if it is activated), see Page 54.
Anti-Virus packages vary in their implementations and in the granularity with which you can
adjust their operational parameters. Typically, however, the settings which you can adjust that
would make the Real Time Screens appear sluggish in updating are the real time file scanning
settings.
Note: 'real time' in this context means that the Anti-Virus software scans the files on your
computer constantly – it does not refer to the Reporting for Call Center Real Time screens.
It is just a coincidence that both applications have features that have the words 'real time'
in their title.
• Some Anti-Virus packages allow you to specify files with certain extensions which are to
be ignored during virus scans. If this is possible with your Anti-Virus software, instruct
it to ignore files with .log extensions.
• Some Anti-Virus packages allow you to specify locations on your hard disk which are to
be ignored during virus scans. If this is possible with your Anti-Virus software, instruct
it to ignore the location of the Reporting for Call Center log files. By default this is
\Program Files\Nortel Networks\Reporting for Call Center\Logs.
• Some Anti-Virus packages allow you to disable or fine tune the real time scanning action
of files, and to isolate which types of file modification will trigger a re-scan (create a file,
modify a file, write to a file, etc).

Cannot Access the Login Page

This problem has been seen when the Web Host PC has Norton Anti-Virus running.
One setting of Norton Anti-Virus (Script Blocking) prevents Nortel Networks Reporting for Call
Center from running normal operations.
This option should be disabled in the anti-virus configuration screen on the Web Host PC only.

Turning off script blocking in Norton Anti-Virus 2001

To disable Norton Anti-Virus 2001 Script Blocking:
1. Start Norton Anti-Virus.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)