ERROR: Object doesn't support this property or method

ERROR: Object doesn't support this property or method

Document number: 28034

The Customer Connection error " Object doesn't support this property or method" may also include a line and character number. This error occurs because a security certificate was not accepted while accessing Customer Connection using Internet Explorer. Because the security certificate was not accepted a necessary applet or add-in was not installed on your computer.

At times when using Customer Connection, you may be asked to install and download applets or other web page add-ins. These add-ins are distributed by The Vantive Corporation. The request will cause Internet Explorer to generate a Security Warning. The Security Warning page you see will state that the "Publisher authenticity verified by VeriSign Commercial Software Publishers CA". This authenticates that the content you will receive is from the stated source.

There is a check box indicating Always trust content from The Vantive Corporation. By selecting this box, you will not receive this Security Warning again on add-ins from the Vantive Corporation (Vantive, Customer Connection, NorthStar, etc.)

If you click on the No button, you will receive the error noted above.
If you click on the Yes button, you will allow the downloads for your current session only to continue.

By selecting the Always trust content from The Vantive Corporation box, you will not receive this Security Warning message again from add-ins from The Vantive Corporation.

To allow the necessary applets or add-ins to be downloaded simply close Internet Explorer and the reopen, but this time check the Always trust content from The Vantive Corporation box and Yes to download the necessary files. If that does not resolve the problem, see the instructions for Clearing Your Cache and Deleting Your Cookies below

Customer Connection should now be able to download the necessary applets or add-ins and you should no longer receive the error.

If the applets do not load and a gray screen appears, see Applet Troubleshooting Steps below.

First try clearing your cache:

Close Customer Connection and Internet Explorer.
Open Internet Explorer.
From the menu bar select Tools, and then Internet Options....
Click on the General tab.
In the Temporary Internet Files area click on Delete Files....
Click on OK to clear your cache of all temporary internet files.
Re-enter Customer Connection and return to the same page. You will get prompted again for the certification, select Always trust content from The Vantive Corporation and Yes to download the necessary files.

Click here to go back to the beginning of this document.

If you continue to have a problem try deleting the cookie:

Close Customer Connection and Internet Explorer.
Open Windows Explorer.

For Windows NT4 navigate to c:\winnt\Profiles\(your username)\Cookies.
For Windows 2000 navigate to c:\Documents and Settings\(your username)\Cookies.

Locate the file (yourusername)@peoplesoft[x].txt (there is usually a 1 in the [] but it could be any number). For example, dblackma@peoplsoft[2].txt.
Delete the file.
Re-enter Customer Connection and return to the same page. You will get prompted again for the certification, select Always trust content from The Vantive Corporation and Yes to download the necessary files.

Click here to go back to the beginning of this document.

If your applet does not load and a gray box appears, follow the troubleshooting steps below:

Check your java settings.

Using Internet Explorer:

Select the Tools menu.
Click Internet Options.
Click on the Advanced tab.
Scroll down until you see either VM or Microsoft VM.
Check every box under this category that has the word java in it.

Using Netscape

Select the Edit menu.
Click Preferences.
Click Advanced.
On your right hand side, check every bvox that has the word java in it. Also, make sure that you are able to accept all cookies.

If you make any changes to the above settings (check/uncheck any boxes), restart your computer and delete your cache.
This may also be a page loading problem. Make sure that you give the page plenty of time to load. After it is done loading, if it is still not working, try reloading/refreshing the page. Wait until the page is done before clicking on anything.
Try installing Microsoft Java Virtual Machine. Click the following link: http://download.cnet.com/downloads/1,10150,0-10001-103-0-1-7,00.html?tag=srch&qt=Java+Virtual+Machine&cn=&ca=10001.

If you are still experiencing the problem, submit a NorthStar ticket or contact Technical Support Operations for assistance.

Click here to go back to the beginning of this document.