Issues with the indexing batching tool
For support agents: Escalate the case using escalation procedures for your multi-area.
For supervisors: See Supervisor instructions below.
Firewall is blocking Indexing, FamilySearch, or the remote control tools
For supervisors, in addition to the content listed in this section, please see the alternate solution that is linked below
If a guest has a personal firewall program installed, that program generally asks them to let another program connect any time the other program tries to make an outgoing internet connection. The purpose is to prevent bad programs from sending and receiving information.
On occasion the firewalls block programs the user wants to use. If javaws.exe is blocked, for example, a user cannot log in to do indexing. If remote control software is blocked, a user cannot start a remote control session. Programs like Norton Smart Firewall have often been linked to prohibiting users from signing into FamilySearch websites.
Under most circumstances, even if Java is blocked, the user can run remote control software so we can connect to their computer, see their screen, and fix the problem. If for some reason the firewall blocks the remote software as well, Support can do very little for the guest. In such cases, refer the guest to the company that makes the firewall product for support on how to properly configure the firewall to let the program connect.
Kaspersky Technical Support: http://support.kaspersky.com/us/b2c#region0
- Firewall program is blocking indexing (java)
- Firewall is blocking TeamViewer
- Firewall is blocking Splashtop
- Guest does not know how to disable firewall
- Zone alarm is blocking connection Zonealarm
- Mcafee doesn't let indexing launch or displays server is unavailable
- Norton won't let me use indexing
- AVG is blocking TeamViewer
- AVG is blocking Splashtop
- Employer allows me to index at work, but the program fails to launch during install on my work computer
- Norton Smart Firewall is blocking me from signing into FamilySearch websites
- Net Nanny does not let me download indexing
- Kaspersky is not allowing me to search for ancestors on FamilySearch.org
- Norton 360 does not allow me to install the icons for Amdocs and Incontact.
Configure Norton 360 to allow Indexing and other products
- Open Norton 360
- Select Settings
- Select Program Rules
- Find javaws.exe in the list of applications. (You can configure any program as long as you know the exe filename).
- Change the access level to Allow.
- Click Apply if you want to add more programs or Close if you are finished.
For Supervisors - Issues with the indexing batching tool
Collect enough information on the matter and send an email to Sheril Pearson (pearsonsj@churchofjesuschrist.org) asking for further instructions.
For Supervisors - Firewall is blocking Indexing, FamilySearch, or the remote control tools
An alternate solution that some individuals have found useful in situations where their employers have allowed indexing in the workplace, but they are still unable to successfully launch indexing is LogMeIn.com. The patron uses LogMeIn to remotely control their home computer to do indexing.