Troubleshooting Problems in Internet Explorer

Even if your Web browser is configured with settings recommended by Cybozu, the problems such as inability to display product sites and broken layout might occur. This section describes how to troubleshoot such problems.

The assumed environment is as follows.

  • OS: Windows 8.1 Pro
  • Web browser: Internet Explorer 11.0

STEP 1: Checking Your Web Browser Settings

Change the settings to follow the recommendation of Cybozu.
Setting up Your Internet Explorer 11
If STEP 1 solves the problem, skip STEP 2 and the subsequent steps.

STEP 2: Clearing Cookies and Cache Information

  1. Close the Web browser.
  2. Start Control Panel, then click Network and Internet. Control Panel screen
  3. Click Internet Options. Network and Internet screen
  4. Select the General tab, and then click Delete under Browsing history. Internet Properties screen
  5. On the "Delete Browsing History" screen, select Temporary internet files and website files and Cookies and website data check boxes, then click Delete.
    If you added the URL of the service access page to Favorites, clear Preserve Favorite website data check box. Checking and deleting history
  6. On the "Internet Properties" screen, click Apply, then OK.
  7. Check that the problem is solved.
    If it is not solved, proceed to STEP 3.
    If this step solves the problem, skip STEP 3 and the subsequent steps.

STEP 3: Disabling Add-Ons

Add-ons added to your Web browser might affect displaying interfaces or product behavior. For details, see the Internet Explorer Help provided by Microsoft.
Microsoft Support Help: Manage add-ons in Internet Explorer 11

Disable add-ons one by one and check whether the trouble is solved.

  1. Start your Internet Explorer, click Tools, then Manage Add-ons.
    If you do not see the menu bar, press the Alt key to show it. Tools menu

  2. At the bottom of the panel, select Currently loaded add-ons under Show. Manage Add-ons screen

  3. Select the add-on to disable, click Disable, then click Close. Manage-Add-ons screen

  4. Check that the problem is solved.

    • If the problem is not solved:
      Repeat steps 1 to 3 to try disabling other add-ons.
    • If the problem is solved:
      Troubleshooting is completed. Reenable the add-ons that didn't affect the problem.

If it is not solved after completing STEP 3, proceed to STEP 4.
If this step solves the problem, skip STEP 4 and the subsequent steps.

STEP 4: Adding Access URLs of Cybozu Products to the Trusted Sites

  1. Click Tools, and then click Internet Options.
    If you do not see the menu bar, press the Alt key to show it. Tools menu

  2. Select the Security tab, click Trusted sites, and then click Sites. Internet Options screen

  3. Add access URLs of Cybozu products to the Trusted Sites.
    Check that the URLs of Cybozu products are added to the Add this website to the zone.
    If the Add this website to the zone box is empty, enter the login URLs of the Cybozu products you are using.

    • If you are using cloud version of the service:
      Enter the domain of the service.
      Example: https://subdomain.cybozu.com/
    • If your are using on-premise product:
      Enter the IP address of the server, or the host name.
      Example: http://cybozu.domain.co.jp/scripts/cbag/ag.exe?

    Then, deselect Require server verification (https:) for all sites in this zone and click Add. Check that the URLs you entered are added to the Web Site, and click Close. Trusted Site screen

  4. Click OK on the "Internet Options" screen. Internet Options screen