STEPP Technical Issues/Error Messages

Why can't I launch a course?

You may not be using the required browser. Check the system requirements listed in the course description/class details.

Also, please follow the directions below to ensure your computer is configured properly:

  • Pop-up Blockers are off:
    • Press ALT+T on your keyboard to open Tools and select Internet Options.
      Image for IE Tools Menu
    • Select the Privacy tab and ensure the Turn on Pop-up Blocker checkbox is checked.
      Image for IE Privacy Tab
  • Compatibility View (broken page):
    • Press ALT+T on your keyboard to open Tools menu and select Compatibility View settings.
      Image for IE Compatibility View Settings
    • Enter "dss.mil" in the Add this website: box.
      Image for Add this website box
    • Click Add, then Close.
  • Internet Options:
    • Press ALT+T on your keyboard to open Tools and select Internet Options.
      Image for IE Tools Menu
    • Click on the Advanced tab, scroll to the very bottom, and ensure all Use TLS 1.X options are checked. If the TLS options are not checked, check off each one and select Apply. Click OK.
      Image for IE Advanced Tab
    • Press ALT+T on your keyboard to open Tools and select Internet Options.
      Image for IE Tools Menu
    • Under Browsing history, click Delete.
      Image for IE General Tab
    • Click Delete again in the pop-up window.
      Image for IE General Tab
    • Click Apply and OK.
      Image for IE - Apply and OK
    • Select Content > Certificates > Trusted Root Certificates
    • You should see "DoD Root CA 2."
    • If not, please contact the Registrar's office. We will need to review saving the Root Certificate to your Trusted Roots.
    • Select Close.
    • Press ALT+T on your keyboard to open Tools and select Internet Options.
      Image for IE Tools Menu
    • Click on the Content tab and select Clear SSL state.
      Image for IE Content Tab
    • Click OK.

If you continue experiencing technical difficulties, please contact the Registrar.

Why isn't the website displayed/working correctly?

  1. Press ALT+T on your keyboard to open Tools menu and select Compatibility View settings.
    Image for IE Compatibility View Settings
  2. Enter "dss.mil" in the Add this website: box.
    Image for Add this website box
  3. Click Add, then Close.
  4. Press ALT+T on your keyboard to open Tools and select F12 Developer Tools. (Alternately, press F12 on your keyboard to access the same menu.)
    Image for F12 Developer Tools
  5. Select the Emulation tab and locate User agent string.
    Image for Emulation Tab
  6. Select the dropdown arrow for a list of browsers and select Internet Explorer 10. The page will automatically refresh.
    Image for Emulation Tab
  7. Save changes by clicking on the Image for Icon icon.
  8. Close the F12 Developer Tools window.

What do I do if I get "kicked out" of Internet Explorer or if I get a popup window with a little red "x" in it?

Make sure you have Sun's Java Virtual Machine installed on your local machine. It should be the Java SE Runtime Environment (JRE), not the J2SE Development Kit (JDK). You can check this by performing the following:

  • Go to your Start menu.
  • Select Run. Type "cmd", then hit OK.
  • In the black box that appears, Enter "java -version", then hit Enter.
  • The output should look like this:

    java version "1.5.0_03"
    Java(TM) 2 Runtime Environment, Standard Edition (build 1.5.0_02-b09)
    Java HotSpot(TM) Client VM (build 1.5.0_02-b09, mixed mode)

You may then close the command prompt. The JVM version necessary to view virtual machines must be 1.5.0 or higher. If you receive an error, or if it is a different "environment," you may need to install or reinstall Sun's Java.

If you already have Java on your system but applets do not work, you may need to enable Java through your web browser. � To enable Java in IE:

  • Press ALT+T on your keyboard to open Tools and select Internet Options.
    Image for IE Tools Menu
  • Select the Security tab and Custom level... If this button is grayed out, please contact your system administrator.
    Image for IE Security tab
  • Scroll down to Scripting of Java applets.
  • Make sure the Enable radio button is checked.
  • Click OK to save your preference.
    Image for Applet Security Setting

If you continue experiencing technical difficulties, please contact the Registrar.

What do I do if I receive a certificate error message?

Follow the directions below to download the Root Certificate.

If you still get an error message, please ensure you have saved the certificate to your Trusted Root Certification Authorities tab.

What do I do if I get a blank page?

If you are experiencing an error message or technical difficulties regarding any of STEPP's activities, please review the STEPP Technical Troubleshooting Guide PDF icon to ensure your computer is configured properly for use with STEPP. Visit the Technical Issues/Error Messages section of our FAQs for assistance. If you are not able to change the settings on your work computer, contact your IT staff. If you and your IT staff cannot resolve the issue, please submit a web form describing the difficulties you are facing.

What do I do if I get a loading error message?

If you are experiencing an error message or technical difficulties regarding any of STEPP's activities, please review the STEPP Technical Troubleshooting Guide PDF icon to ensure your computer is configured properly for use with STEPP. Visit the Technical Issues/Error Messages section of our FAQs for assistance. If you are not able to change the settings on your work computer, contact your IT staff. If you and your IT staff cannot resolve the issue, please submit a web form describing the difficulties you are facing.

What do I do if I get a perception error message?

If you receive a PIP Perception Error message, please review our Perception Error Document PDF icon.

What do I do if my course is still "In-Progress" and won't complete?

Launch the "In-Progress" course again and ensure you visited all screens within the course, including every sub-screen and potential link within each screen, until you reach the conclusion slide.

Select the by selecting "Exit," "Close," "Log Out," or "X" inside the window on the final slide of the course. DO NOT use the RED "X" in the upper-right hand corner. Exiting courses improperly will render your status "In-Progress."

If none of these solutions work, contact the Registrar's Office for assistance. They will assist with closing the course and ensuring you receive credit in STEPP.