There are several reasons why you may get this problem all with subtly different symptoms, this article covers some of the reasons and possible resolutions to the problem.

• If the screen goes white with a blue bar across the top of the screen after opening the knowledgebox shortcut you probably don't have flash player installed (or it has corrupted):

The first port of call is to remove flash. To do this download the uninstaller from here http://download.macromedia.com/pub/flash/ts/flash7/uninstall_flash_player.exe and run it.

Then get the latest version of flash by going to http://www.macromedia.com/shockwave/download/triggerpages_mmcom/flash.html

• If the screen goes white after logging in (entering the user ID and password) you probably have a problem with java (you may notice that there will be 2 Java icons in the icon tray of the PC when trying to log on and one disappears when you hover the mouse over them).

To resolve a Java issue go to Add/Remove programs and remove all that start Java or J2SE. Reboot the PC then install Java again.

You can download Java from the sun website by going to http://www.java.com/en/download/windows_automatic.jsp

• If the screen goes completely white immediately after opening the knowledgebox shortcut (with no blue bar at the top of the screen) you probably have a problem with Internet security settings or Internet Explorer has corrupted (this usually happens after the removal of spy ware).
  • If you are using Active Directory and the problem occurs on all users (or groups of users) except for the administrator logon then you should change the security settings for the groups of users affected.

To do this Edit the policy for the users affected and go to:

User Configuration > Security Settings

Import the security zones from the server and add the IP address of the KnowledgeBox into the Local Intranet Zone (this will enable most Active-X and java objects within Internet Explorer)

• If the problem only occurs on a few PC but under all users then Internet explorer has probably corrupted. To fix most of the common problems with IE Click on Start, then Run and type the following in (one line at a time):

regsvr32 Shdocvw.dll
regsvr32 Oleaut32.dll
regsvr32 Actxprxy.dll
regsvr32 Mshtml.dll
regsvr32 Urlmon.dll
regsvr32 msscript.ocx
regsvr32 dispex.dll
regsvr32 vbscript.dll

Or you can use a workaround to the problem:

Instead of loading KnowledgeBox with the usual shortcut (http://IPAddress:9000/) use http://IPAddress:9000/login.php

This will cause knowledgebox to open within the browser window rather than opening a full screen pop up.