e-IGR Trouble-Shooting Page

Below are Possible Scenario of problems that might be associated with the working of the e-IGR application and the Solutions

Scenario 1. Cable problem
There may be problems accessing the e-igr platform over the network on a system other than the server that could have been caused by cable failure.

Solution
Cross check the LAN connectivity cable perhaps the cable has been trodden upon and the coaxial cable is distorted if the problem in not solved, the LAN cable can be replaced.

Scenario 2. RJ45 jack problems
The RJ45 jack can break up at either ends resulting in the non-connectivity of the system

Solution
Outright replacement of the LAN cable.

Scenario 3. IP Addressing
The IP address, subnet mask, default gateway can be tampered with or changed and the systems is not accessing one another.

Solution
Restoring back to the default internet protocol settings.

Scenario 4. Internet explorer problem
In a case whereby the internet explorer settings is changed by the user resulting to connection problem.

Solution
Restoring back to the default internet protocol settings.

Scenario 5. Multiple firewall problems
If any other software application is installed to provide firewall for the system apart from the default window firewall or that, which might have been installed initially and there is system firewall conflict preventing the program from running properly.

Solution
Uninstall the newly installed firewall causing the conflict and re-install the proper firewall.

Scenario 6. Conflicting Antivirus.
If any other software application is installed to serve as antivirus for the system other than that which might have been installed initially and the system is having conflicting antivirus problem.

Solution
The other newly installed antivirus causing conflict should be uninstalled.

Scenario 7. System not booting up
There are many reasons why a system might not boot up, but importantly and in most time it is as a result of power problem

Solution
The connectivity should be traced and properly fixed intact. Starting from the power cables to VGA cable from the monitor e.t.c and their connections to power supply should be intact.

Scenario 8. Hard disk failure
Possibilities of Hard disk failure, which might be indicated at system boot up.

Solution
The Hard disk IDE and power cable should be traced and properly fixed at both end on the motherboard and as well as the hard drive. If the hard disk is not restored through the above process, replacement and reloading of the package shall be undertaken immediately.

Scenario 9. Memory failure (RAM).
The Random Access Memory (RAM) is most times affected by interrupted power supply.

Solution
The PCI slot on the mother board may have been affected or the RAM itself. The RAM should be changed to another port and if the problem persist, RAM should be replace.

Scenario 10. Mother board
The motherboard might malfunction and the system will not boot up.

Solution
Troubleshoot for possible restored or replace the mother board if no solution.

Scenario 11. VGA cable or port problems
The system might boot up and without a display on the monitor.

Solution
The monitor VGA cable should be checked and properly connected to the VGA port at the back of the system.

Scenario 12. Power pack
All the power cable can be connected and system may not start up at all.

Solution
Troubleshoot for the possibility of corrections and if not replace the power pack.

Scenario 13. Power Surge
Unstable power supply can cause a lot of damage to the system in its entirety. This necessitates the use of the UPS and if the UPS is malfunctioning, the system MUST NOT be connected directly.

Solution
The malfunctioned UPS should be replaced.

Scenario 14. Key board and Mouse problem
The key board and the mouse may not function properly.

Solution
Clean up the mouse and the keyboard properly and if the problem persist, replace whichever that is faulty.

Scenario 15. System not shutting down
Installation of some irrelevant software application on the system and operating system failure may be responsible for this situation.

Solution
Disk clean up, defragmentation and re-installation of the operating system.

Scenario 16. Printing problems
The following printing problems may occur: Paper jam, printer not picking paper, fade printing, Cartridge problem, Rough/stained printing, Printer not responding, Communication problem between the PC and the printer e.t.c

Solution
Some of these problems require troubleshooting and some outright replacement. The support team shall be well trained on how to handle such problems in due course.

Scenario 17. Url address problem
There may be problems in accessing the application through the Url Address.

Solution
Upon installation of this package the default URL address will automatically redirect to the package. If there are changes in the IP address of the server, it should be communicated and the server IP address part of the URL changed accordingly.

Scenario 18. Virus Attack
These happen if the system is attacked by virus because of the introduction of an external storage device that is virus affected.

Solution
The system antivirus should be made to scan and clean the whole system for any infected file

Scenario 19. Wamp server not responding
Wamp server may not be responding or ready

Solution
The Wamp server services should be restarted and if the problem persists, then reboot the system.

Scenario 20. Wamp server not starting up automatically
the Wamp server that is required for the program to run may not start up automatically.

Solution
In this case, the system task services should be opened and indicate that Wamp server services should start automatically.

Scenario 21. Internet explorer not accessing the application
There may be cases where the internet explorer is not able to access the package.

Solution
This can be caused by inability of the internet explorer to access the apache server or the database. The wamp server services should be restarted.

Scenario 22. Pin loading problems
These are problems that may emanate in the loading of the pin.

Solution
This can only be cause if the pin made available has been reformatted, modified or edited; there should be strict compliance to the format of the pin sent for loading and should not in anyway be modified.

Scenario 23. Bill generation & printing problems.
Here, we talk of problems that may come up during Bill printing and generation.

Solution
Manual on the application explaining how to use the different services it provides and its build up menu will be made available to the user. The user should retrace his step and follow the process properly.

Scenario 24. Print of confirmation slip
There may be problems in generating and printing of the confirmation slip/receipt because of non-compliance with the guidelines and improper information entry.

Solution
The guideline should be strictly followed and the customers’ payment information including the PIN, Teller No and Customer ID should be properly entered.

Scenario 25. Outright loss of data due to system breakdown or crash
Some of the scenarios above may result into total loss of data.

Solution
A prompt data recovery solution should be provided immediately.