Cabinet Vision


Having trouble accessing eSupport?

Here are a few troubleshooting tips.

  • Standalone Computer
    • Solid must be installed on this computer
    • Make sure the key is plugged into the computer
    • Make sure you see the light on the USB key
    • Make sure you can open Solid on this computer
    • Try a different USB port
  • Network Computer
    • Make sure Solid is installed on the Server
    • Make sure the Pkeyserver is running (if using a Network key)
    • Make sure you can open Solid on this computer
  • You must have CV Version 6.0 (2011 R1) or earlier installed on your Computer.
  • You must be using the 32bit Version of Internet Explorer, this site does not support the 64bit Version of Internet Explorer.
  • If you are using Internet Explorer and you are not being prompted to install the ActiveX control you need to make sure ActiveX controls are allowed in your Internet Explorer security settings.
    • Tools \ Internet Options \ Security
      • Make sure the Security level is set to Medium or below
      • Make sure all Active X settings are Enabled
    • Turn off Pop-Up Blockers to allow Active X to be downloaded
      • Tools \ Internet Options \ Privacy \ uncheck Turn on Pop-up Blocker
  • If you are using Internet Explorer in Windows Vista or Windows 7 you will need to set eSupport as a Trusted Site with Protected Mode off.
      • Open Internet Explorer
      • Type in
      • Click on Tools \ Internet Options \ Security
      • Click on Trusted Sites \ Sites
      • Look at where it says “Add this website to the zone”
      • Type in the above address and click Add
      • Make sure “Require server verification” is not checked, click OK
      • Now uncheck “Enable Protected Mode” for Trusted Sites
  • Verify that if you are running Vista that your are on Service Pak 1
  • If you are using Mozilla Firefox you will need to download and install the IE plug-in for Firefox. You can get information on this by clicking here.
  • If you are using Google Chrome you will be unable to use eSupport. It is recommended you use Internet Explorer instead or you can use Mozilla Firefox if you are running the IE plug-in above.

If one of these solutions does not help you resolve your issues please contact Customer Service or Technical Support. You can click here if you would like to send an email to Customer Service to have them contact you about accessing eSupport.