Troubleshooting

IF YOU ARE HAVING PROBLEMS INSTALLING THE NEW ACTIVEX

1. Go to Control Panel/Add & Remove Programs

2. Uninstall anything that says Hyland and/or Web or Image ActiveX Control

3. In Internet Explorer, go to Tools, Internet Options and delete your Temporary Internet Files

4. Reboot your PC

5. Go to http://obwebserver.caddoclerk.com/onbasenew/clientsetup.aspx and follow the directions

IMPORTANT

When installing, you may receive a bar prompt from Windows about installing an Active-X. The prompt may be at the top or at the bottom. Click on this bar and follow the instructions to allow the installation to continue.

The last step of the setup has you click a link to go to a blank login screen. You do NOT need to do this. Once all the pieces are showing installed, just close that window and go to our regular Web Inquiry site to view images.

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IF INTERNET EXPLORER CRASHES WHEN YOU TRY TO INSTALL THE ACTIVEX

1. Go to Control Panel/Add & Remove Programs (or Control Panel/Programs & Features)

2. Uninstall any program that says Hyland and/or Web or Image ActiveX Control

3. Go to c:\Program Files (or c:\Program Files(x64)) and look for a folder named Hyland.

4. Delete any files remaining in the Hyland folder.

5. Go to http://obwebserver.caddoclerk.com/onbasenew/clientsetup.aspx and follow the directions. This time IE should not crash.

IF YOU ARE USING AN HTML IMAGE LINK AND BLANK PAGES PRINT

Make sure the box "Print as pdf" has a checkbox and print the image as a pdf. If you print a lot, we recommend you install the ActiveX viewer. You will have more control over how the image is printed. To receive a credit for these blank pages, email webmaster@caddoclerk.com and include what you were trying to print and how many blank pages you printed.

IF YOU SEE A BLANK GREEN ONBASE LOGIN SCREEN WHEN TRYING TO VIEW AN IMAGE OR WHEN TRYING TO INSTALL THE ACTIVEX

You have not completely installed the ActiveX control. Close the window and try to view again. You may see this window several times before the control is installed.

IF YOUR IMAGE WINDOW DISAPPEARS COMPLETELY

If your image window immediately disappears, your pop-up blockers are keeping it from displaying. Diable your pop-ups using these instructions.

If you prefer not to uninstall your pop-up blockers, many of them will allow pop-ups if the CTRL key is used. When you are ready to view a document, hold the CTRL key down and then click the Image link.

IF YOU GET A WHITE BOX AND NO IMAGE

Check the version number of your Internet Explorer. The new program is not compatible with Internet Explorer 6.0 or lower because they are no longer supported by Microsoft.

IF YOU HAVE FOLLOWED THE INSTALLATION INSTRUCTIONS COMPLETELY AND STILL CAN'T VIEW

If you are still unable to view, email webmaster@caddoclerk.com with your operating machine version, your Internet Explorer version, and a screen shot of your Internet Explorer screen with the error or image window displayed.

IF YOU ARE ABLE TO VIEW, BUT GET AN ERROR MESSAGE EVERY TIME THAT SAYS "FAILED TO LOAD POPUP BLOCKER ASSISTANT ACTIVEX CONTROL"

You must add our sites to your trusted sites. In Internet Explorer, click on Tools, Internet Options. Click the Security Tab, click on Trusted Sites, then click the button that says "Sites." Uncheck the box that says "Require server verification (https:) for all sites in this zone. Under the line that says "Add this website to the zone:", type the following: http://webserver.caddoclerk.com and then click the "Add" button. Then type http://obwebserver.caddoclerk.com and click the "Add" button. Click the "Close" button and then the "OK" button. Try to view again.

IF YOU CANNOT VIEW AFTER DOING A WINDOWS UPDATE OR INSTALLING A NEW PROGRAM

Windows Update and new programs can sometimes affect the Viewing Active-X control. If you are unable to view images after doing a Windows update or installing a new program, uninstall the viewing Active-X using the Add & Remove Programs (or Programs and Features) option in Control Panel and then reinstall.

IF YOU GET A 500 SERVER ERROR WHEN YOU CLICK "NEXT"

This error occurs for people who are trying to use the Firefox browser. Our web index search program is not compatible with Firefox.

IF YOU GET AN ONBASE SCREEN THAT SAYS "Failure on Login"

This is an issue that has cropped up recently, and we believe it has something to do with Westlaw. If you get this login request, just enter your current User Name and Password and you should be able to view.

IF YOU GET A "INCORRECT QUERY OR DOCUMENT REQUEST" ERROR MESSAGE

This is caused because either your account has been locked due to someone trying to login incorrectly a number of times, or there are no more viewing licenses available. Email webmaster@caddoclerk.com to see if your account is locked.

IF YOU DO NOT HAVE A PRINTER ICON ABOVE YOUR IMAGE

Right-click on the blank area of the toolbar right above the image. Highlight Toolbars. Make sure "Viewer Control" is checked. If it isn't, click it to check it. Your toolbar with the print icon should appear. If you have the toolbar, but the print icon is grayed out, you do not have rights to print with your account. You must fill out a contract addition to have printing turned on. Go to our Web Access page for more information.

IF YOUR PRINTER ICON IS GRAYED OUT

Either printing was never activated for your account (older accounts only), or your printing has been deactivated because copy charges were not paid. Contact webserver@caddoclerk.com if you wish to print.

IF YOU NEED AN IMAGE PRINTED LEGAL SIZE

If you are using html, you must use the "Print as pdf" option and change your settings in the pdf reader to legal. If you are using Active-X, you must change the setting on your printer itself.

IF YOUR IMAGE DISPLAYS SO LARGE TO CAN ONLY SEE THE TOP QUARTER.

The default display size is 100%. You can change this to fit your needs. Most people change it to Fit Width for easier viewing. You can change the size using the drop down box on the toolbar above the image (for Active-X viewing) or using the Zoom In, Zoom Out, Actual Size, Fit Width and Fit in Window icons (for html viewing).

IF YOU GET AN ERROR SAYING "ITEM NOT FOUND"

This means there is no image scanned for that item.

IF YOU NEED TO VIEW A PRE-1914 CONVEYANCE

In the Web Inquiry system, on either the main page or the Property Records page, left-click the link labeled "Conveyance Records - View Conveyance Images By Book & Page."

Enter your Book number. If you are looking for an alpha book, enter the numeric equivalent of the alphabetic character, i.e. A=1, B=2, etc. Tab and enter the page number. Click the "Search Book & Page" button. On the next page, click the "View Image" link.

The image window will display. On older books, you may have multiple hits. This is because there were often more than one instrument typed on a page, and there were also subbooks using the same book number. Double-click on each hit to find the instrument you are interested in viewing.

When you are finished viewing, close the image window. Then left-click the "New Search" button to return to your search.

IF YOU NEED TO VIEW A PLAT

In the Web Inquiry system, left-click the link labeled "Mortgage and Conveyance Records - View entire book"

Enter your Plat Book number. Do not enter a Subbook. Change Record Type to Conveyance, then left-click the "Search Book and Subbook" link.

A new window will appear with a listing of all pages in the book you requested. Please note that as you are asking for an entire book, it may take some time for the image window to appear. If the window does not appear after a reasonable amount of time, your pop-up blocker may be preventing it, and you may have to adjust your settings.

The pages of a book will oftentimes not be in order. You must search the list for the page you are interested in. If the page is not in the first listing, click the "Next Results" button at the top of the window until you find the appropriate page.

Double-click that page to view the image.

When you are finished viewing, close the image window. Then use the back arrow on the "View Entire Book" page to return to your search.

You may also use the "View Book & Page" option discussed above to view plats.

General Tips

High-speed access is recommended STRONGLY for viewing images.

Wireless internet connectivity can slow down image display. If your access is sluggish and you use wireless, you might try moving closer to the wireless router or trying a wired router to see if your speed improves.

Adware and spyware can interfere with images. You should run some kind of adware blocking program regularly.

If you prefer your image larger or in a window by itself, right-click on the item in the hit list in the top right pane. One of the options will be to open the image in its own window. Click there and you will be able to maximize the image to fill the screen.

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