Checklist for Reporting Tech Problems
Chat Trouble Shooting
Computer Clean-Up

Checklist for Reporting Tech Problems

Some technical issues are hard to pinpoint and can become frustrating for our members . Sometimes we're unable to offer a specific solution that works for everyone, but all reports are read and responded to as fast as possible. We track all reports.

When reporting technical issues that you've experienced, please be sure to include the information listed below. Having complete information helps us to suggest possible solutions. In the event that we're unable to offer a solution, this information allows us to track and report these problems to our tech department and vendors.

  • Browser and Version (i.e., Internet Explorer 6.0, Mozilla 4.0, Firefox, AOL 7.0)
  • Operating System (i.e., Windows 2000, Windows XP, Mac OS 9)
  • Time and Date the error occurred or began
  • Where the error occurred (URL)
  • Error message or action you received, if any.
  • What you were trying to do when you encountered the problem. (i.e., posting a message, loading a board, opening outline view)

These additional questions are also important when dealing with login issues, posting problems or slowness reports:

  • Do you have a firewall? If so, what kind?
  • Are cookies enabled?
  • What are your browser's security settings?
  • Internet Connection Type (i.e., Dial-up, Cable, DSL, Wireless)
  • Internet Service Provider (i.e., Earthlink, AOL, WebTV, Road Runner)
  • Do you have a popup stopper installed?
  • What solutions have you already attempted?

Some general solutions that have helped members in the past include:

  • Clearing cookies/cache (see Computer Clean-Up)
  • Restarting browser
  • Restarting computer
  • Logging in and out
  • Performing any necessary Windows/Browser updates
  • Clearing out any adware/spyware that may be present on your computer (see Computer Clean-Up)
  • Adjusting your browser's security settings (see Computer Clean-Up)

If you have posted about a technical issue that has been unresolved longer than two weeks, please let us know. Also -- if you've had a technical problem in the past and were able to resolve it, please let us know what worked for you!


Chat Troubleshooting

If you are having trouble getting into iVillage chat rooms, the most common solution is to upgrade your browser to the most current version.

The current version of Internet Explorer is 6.02. These current versions contain the most recent versions of Java, which is essential for chatting in PChat2, java version.

If you're having trouble getting into chat, please try the following steps:

  1. Clear out your temporary Internet files.
  2. Go to Tools > Internet Options > Advanced. Make sure you have all three of the Java boxes checked. (Called VM, or Virtual Machine.)
  3. If you have a firewall, make sure that port 23 is open.
  4. Make sure you don't have any pop up stoppers enabled.
  5. Upgrade your browser version.
  6. Upgrade Java directly from Sun.

Try entering a chat room after each of these steps.

Java needs at least 16 mg of RAM to run, and the minimum IE version needed to run it is 4.01. Virtual Machine (VM) build should be 3802 or greater. Some users have said that downloading the most current version of Java has solved the problems they were experiencing getting into chat. To download the most current version of Java, go to the Sun Java site to download. See also this article from Sun on JVM and this download page for manual and automatic downloads.


Computer Cleanup

To make sure there isn't something on your computer that is interfering with your ability to use certain portions of our site, here are some steps for you to take:

  1. Clearing Cache and Cookies
    To clear your cache and cookies, go to Tools (in the bar on top of your browser) ---> Internet Options --> {click}
    Delete Cookies AND Delete Files -- {click} Okay.
    (close and reopen your browser for changes to take effect)
    ** Note: Clearing cache and cookies will delete stored member information, such as membername, password etc. You will need to re-log in to sites where you have saved your member information.
  2. Check Browser Settings
    These settings can affect how your browser interacts with our message boards, chat, tools and members-only areas. In order to use some areas of the site, you will need to set your browser to accept cookies. To enable cookies, we recommend you set your browser's security settings to "medium." To accept cookies:
    Netscape 7 users: Go to Edit > Preferences > Privacy & Security> Cookies > Enable All Cookies

    Internet Explorer 6 users: Go to Tools > Internet Options > Privacy > Accept All Cookies

    Also, make sure your Security settings are set to "Medium" by going to Tools > Internet Options > Security -- Select "medium". (Close and reopen your browser for changes to take effect.)

  3. Firewall Settings (if applicable)
    If you have a firewall, make sure that it is set to allow information to flow to and from all iVillage and Prospero.com (our message board provider) domains. Also if you have a pop-up blocker or parental controls turned on, you may want to disable them to see if that corrects the problem. Since each program is slightly different, please consult your program's help file or instruction manual for more information on the correct settings or how to enable/disable these features.
  4. Browser/System Update
    Make sure you have the latest updates and patches for your browser and operating system.

    Internet Explorer Updates: http://www.microsoft.com/windows/ie/default.asp
    Windows Updates: http://windowsupdate.microsoft.com
    Netscape Updates: http://channels.netscape.com/ns/browsers/download.jsp

  5. Run a Virus/Spyware & Adware Scan
    Since viruses can interfere with how your computer runs and processes information, it's always a good idea to make sure your anti-virus software is up to date and you check for viruses regularly. Here is a tool available online for checking most common/current viruses: http://vil.nai.com/vil/stinger/

    Spyware and adware are increasingly common. These programs can cause your computer to run more slowly and interfere with normal applications. You might not realize that you have spyware installed on your machine because some spyware programs are bundled in other applications, such as some smiley/icon programs.

    Here is an article that explains why spyware could be harmful to your computer http://www.wired.com/news/privacy/0,1848,68275,00.html

    Ad-aware is one of many free programs available that can scan and remove adware/spyware from your machine: http://www.lavasoft.de/support/download/

  6. Corrupt Files
    Some members who continue to receive a "page cannot be displayed" error may have a local problem on their machine. This article explains more about this and how you can fix the problem.

While you may have done some of these steps previously (such as clearing cookies, etc.), it is helpful to do again after updates and fixes to make sure your computer is accessing the latest information correctly.

Please contact us if you continue to have technical problems with the site or if you have any additional questions.


Customer Support: Find information about