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  • MapGuide Viewer Compatibility Issues

    New Internet Explorer 11 users should go directly to Getting Internet Explorer 11 to work with MapGuide.

    This page describes computer, operating system, web browser, add-on, and network situations that can cause problems using the MapGuide Viewer. They are not problems for most users. If you are having a problem, though, one of these issues could be the cause. In addition, you may also want to review MapGuide Tips and Help.

    1. Your computer may be configured to require ADMINISTRATOR rights for successful installation of the MapGuide Viewer.  Lack of administrator rights prevents the automatic installation or upgrade of the MapGuide Viewer from completing.  Most home computers are set up to give you administrator rights while many business computers are not. If you don't have or don't know if you have administrator rights on your computer, see your system administrator.

    2. New Windows 10 users see Windows 10 Help for MapGuide Users to learn how to find Internet Explorer and configure it for MapGuide.

    3. Internet Explorer 11 users and all Windows 8, 8.1 and 10 users need to set Desktop Internet Explorer 11's Compatibility View Mode, set Trusted Sties, use MapGuide Viewer Version 6.5 SP1 and review possible problems. See Getting Internet Explorer 11 to work with MapGuide for details.  You also need to do this if you are prompted to set Compatibility View or if Internet Explorer 11 crashes starting or using MapGuide.

    4. MapGuide technology requires using the Internet Explorer web browser on Windows.  Firefox, Safari, Chrome, Opera, and most other up-and-coming web browsers are not supported. The Java Edition of the MapGuide Viewer is no longer supported by Autodesk. The Java Edition MapGuide Viewer no longer works with current Java security updates and returns a Security Exception, blocking access.

      The iPhone, iPad, other tablets and phones are not supported and do not display MapGuide maps.

      Mac users have limited MapGuide options and should see Using Autodesk MapGuide with Macintosh. We are implementing Pima County's next generation of web mapping system called PimaMaps that is browser and operating system neutral. See PimaMaps to learn more and use our new maps!

      We agree with our users who feel that MapGuide should work with Firefox, Safari, Chrome, Opera, and other new browsers. MapGuide browser compatibility is out of our control. It's Autodesk's MapGuide Viewer software that doesn't support these browsers, not us. There's nothing we can do to "fix" MapGuide to work with other browsers. Unfortunately, the fact is that Internet Explorer on Windows is the only choice for using MapGuide maps.

    5. Web browsers from AOL, MSN and similar specialized web browsers no longer work for MapGuide. These browsers have had various names including AOL Desktop, AOL Explorer, AOL Browser, MSN Explorer and MSN Browser. While these browsers may have worked before, they are starting to fail with the advent of Internet Explorer 11 which they are based on. Our website doesn't detect these browsers properly and may display misleading messages. If you are using one of these browsers, use Internet Explorer instead. Internet Explorer is the web browser that comes with Windows.

    6. You have Malwarebytes installed and it alerts you to an "exploit" starting MapGuide. In this case MapGuide also asks you to add gis.pima.gov to Internet Explorer's Trusted Sites every time you try to start MapGuide.  To resolve this problem, disable Malwarebytes VB Scripting Protection as follows:

      1. Open Malwarebytes.
      2. Click the Settings menu.
      3. Click the Protection tab.
      4. Click Advanced Settings under Exploit Protection.
      5. Under the Browsers column, uncheck Disable Internet Explorer VB Scripting.
      6. Click Apply.
      7. Reopen Internet Explorer and try MapGuide again. If it works, then you're done and you should skip following steps.

      If the problem persists:

      1. Return to Malwarebytes Advanced Settings.
      2. Click the Application Behavior Protection tab.
      3. Under the Browsers column, uncheck Protection for Internet Explorer VB Scripting.
      4. Click Apply.
    7. Is your MapGuide legend scroll bar "stuck" using Windows 10?

      The Windows 10 spring Creators Update released in April, 2017 caused the MapGuide legend scroll bar to freeze, making it unusable. If your PC has the scroll bar problem now, the solution is to ensure your PC has the latest updates from Microsoft using Windows Update. Even if Windows Update says "Your device is up to date", pick "Check for updates" which may find the needed update.  Microsoft update KB4041676 fixes the problem.  The Windows 10 fall Creators Update released in October, 2017 includes that needed update.

    8. Layers and groups can't be clicked on or off in the legend with some dual monitor configurations. This is only a problem when the "primary" display is the right monitor and the map is on the "extended" secondary display on the left monitor. Most dual monitor users have the "primary" display on the left and don't have this problem. An easy solution is to simply use the other monitor for MapGuide. Or, pick to select the layer name text with the mouse and then use the spacebar to turn the layer on or off. See our Dual Monitors page for more help with this problem.

    9. If you set your web browser, security software (anti-virus etc.), or add-in tools to aggressively block pop-ups, then MapGuide reports, "double-click" map detail reports, and map tool dialogs may not be displayed. Pop-up blockers may even prevent you from getting as far as seeing our Disclaimer dialog box, blocking access to the MapGuide map.

      If you are getting a message saying a pop-up was blocked, the message box may give a hint of the program that generated it, perhaps along the top edge. The Google Toolbar is one example of an add-in that can be set to block pop-ups but there are other toolbars that can block pop-ups, including some you may not have realized are installed or you don't think would be involved. You or someone else may have installed something or set something to be more "secure" but prevents things from working that you need to do.

      Check:

      • Your web browser may be blocking pop-ups. Choose Internet Explorer's Tools menu and select Pop-Up Blocker. It should say "Turn On Pop-up Blocker" indicating that Internet Explorer has Pop-up blocking off and you don't need to change it. If it says "Turn Off Pop-up Blocker", then pick that option to turn of Internet Explorer's pop-up blocking. Also see the topic "Your Internet Explorer security settings may be set too high" below.
      • Your anti-virus/anti-spam software may be blocking pop-ups.
      • You may also be using security software or services provided by your ISP (Internet Service Provider) that is blocking pop-ups.

      The solution is to enable pop-ups or at least change to less-restrictive pop-up blocking settings. The Google Toolbar should be removed. See the following item for more on Google toolbar problems. While potentially risky, if you can't find what's blocking pop-ups, then you may want to briefly disable your Internet protection entirely as a short test.

      Use the pop-up tests on our plug-ins page to ensure your system is allowing "good" pop-ups. Look for "Pop-ups" near the bottom of that page.

    10. Internet Explorer add-ins or toolbars such as the Google Toolbar may interfere with the MapGuide Viewer, causing Internet Explorer to crash with an error when you close Internet Explorer (i.e. when Internet Explorer exits). The solution is to disable or remove the third-party toolbars. You may also be able avoid the problem by navigating away from the MapGuide map to another page (try the browser's Back button) and then closing Internet Explorer. Microsoft explains this Google Toolbar problem in Knowledgebase article 912945 as follows:
      You may experience an access violation in the Google Toolbar when you close a window that contains an inactive ActiveX control. Microsoft and Google technical teams have been working together to address this issue. Google is expected to fix this problem by using its automatic "servicing mechanism" for Google Toolbar users. This problem affects Google Toolbar versions before version 3.0.129.2. Visit the following Google web site to download the latest version: http://toolbar.google.com
    11. If you are using an old web browser "Favorite", "Bookmark" or shortcut to start MapGuide, you may need to update it to get all our map features and functions. For more, see Are Your Web Browser MapGuide Favorites or Bookmarks Up-to-date?

    12. Your Internet Explorer security settings may be set too high, although Internet Explorer's default settings should be okay up through Internet Explorer 8. If Internet Explorer's default security settings have been changed by you or some other process, then you may need to change them for MapGuide. Internet Explorer 9 and 10 may need it's default settings adjusted to allow installing the MapGuide Viewer.  One of many possible symptoms of a security settings problem is a MapGuide Viewer installer pop-up saying "Registry key not found."

      • For all versions of Internet Explorer look under Tools, Internet Options..., Security tab, Internet zone, and check that the Default Level is no higher than "Medium".  Verify that there are no Custom Level... settings for ActiveX controls and plug-ins that may have been changed from defaults that would block the installation of the MapGuide Viewer ActiveX control. Also check that the Custom Level... setting under Scripting, Active scripting, has not been set to Disable disabling JavaScript used by our site. There may be other non-default settings under Custom Level... such as "Use Pop-up Blocker" that may interfere.
      • Users with Internet Explorer 9, 10 or 11 should ensure that "ActiveX Filtering" is not checked under menu item Tools, ActiveX Filtering (or tools icon, Safety, ActiveX Filtering).  See How to Turn "ActiveX Filtering" On or Off in IE9, IE10 and IE11.
      • Users with Internet Explorer 9 or 10 and some users of older Internet Explorer versions may need to add our web site to Internet Explorer's trusted sites and make further adjustments. See Internet Explorer Security Settings for MapGuide for the procedure.
      • In very rare cases a few users have found that manually uninstalling the MapGuide Viewer and doing a fresh installation has solved their problem getting a MapGuide map to display.

       

    13. Internet Explorer 9 and 10 have default tab settings should be changed so that MapGuide's pop-ups open in new windows rather than new tabs. Pop-up windows are a fundamental part of MapGuide's operation for double-clicking on map features as well as displaying other non-map data such as reports and map tools. Every version of Internet Explorer up through Internet Explorer 8 opens pop-ups in new windows by default. Internet Explorer 9 and 10 changed the default behavior for pop-ups, opening them in new tabs rather than in new windows.  It appears that the Internet Explorer 11 default pop-up setting is okay.

      MapGuide users should change Internet Explorer 9 and 10 tabbed browsing settings back to Internet Explorer 8's default setting that opens all pop-ups in new windows. To make this change, pick Tools, then Internet Options from the Internet Explorer menu or header bar. Locate the Tabs section under the General tab and click on the Settings button to open the tabbed browsing menu. Pick "Always open pop-ups in a new window" as shown here.

    14. Some users may experience Internet Explorer crashes starting or using MapGuide.  Using MapGuide Viewer version 6.5 SP1 resolves Internet Explorer crashes for most users, typically when starting MapGuide using Internet Explorer 11 or opening new windows from within MapGuide with any version of Internet Explorer, such as double-clicking on map features.  See Getting Internet Explorer 11 to work with MapGuide.

      If Internet Explorer is crashing when starting MapGuide with Internet Explorer 11, malware may be the root of the problem. See the topic "Adware or other malware may cause 'document.write' JavaScript gibberish to be displayed" below. 

    15. The MapGuide Viewer ActiveX control may be disabled in Internet Explorer. If the MapGuide Viewer ActiveX control is disabled, the MapGuide Viewer can be installed successfully, but Internet Explorer acts as if the Viewer is not installed. If you’re using Windows 7 or Windows Vista and manually deleting and re-installing the MapGuide Viewer, be sure the MapGuide Viewer is enabled using "Manage Add-ons" as explained below before you delete the MapGuide Viewer. Otherwise, the re-install may not work.

      When you try to use a map, you may see an alert from Internet Explorer on the lower right and a warning icon on the status bar at the lower right of the Internet Explorer window indicating that an add-on may be disabled.

      Check the enabled/disabled setting by choosing Tools from the Internet Explorer menu, then Internet Options..., Programs tab, and pick the Manage Add-ons... button. (If you don't see the Programs tab or the Manage Add-ons... button, then your computer's administrator may have blocked your access to these settings.) In the Manage Add-ons dialog, set the "Show:" drop-down at the middle-left or top to either "All add-ons" or "Add-ons that have been used by Internet Explorer" depending on the available options. The "Autodesk MapGuide ActiveX Control" status should be "Enabled". If the status is "Disabled", select the "Autodesk MapGuide ActiveX Control" line and then pick "Enable" under Settings at the bottom of the dialog. Click "OK" until all the Tools windows are closed. You may need to restart Internet Explorer for the change to take effect.

    16. 64-bit versions or modes of Internet Explorer are not supported by our website's MapGuide Maps. 64-bit versions of Windows itself are fine. With 64-bit Internet Explorer, the browser may appear to install the MapGuide Viewer, but our maps respond as if the MapGuide Viewer is not installed.  You may also get an error message saying "You appear to be using the 64-bit version of Internet Explorer...".   This is a problem when using a 64-bit version or mode of Internet Explorer on Windows 64-bit operating systems. The solution is to use the 32-bit version or mode of Internet Explorer with our website.

      Note that 64-bit versions of Windows operating systems are not the problem. It's the 64-bit version or mode of Internet Explorer web browsers that are not supported by MapGuide and many other plug-ins.  MapGuide only supports 32-bit Internet Explorer. Very few users need or want to run the 64-bit mode of Internet Explorer due to compatibility problems with many plugins and websites, not just MapGuide.

      To resolve this 64-bit Internet Explorer problem, Internet Explorer version 10 and 11 users need to verify that "Enable Enhanced Protected Mode" is not enabled in Internet Explorer's settings.  Select Tools, Internet Options..., pick the Advanced tab, and scroll down to the Security section. Scrolling slowly through the Security section look carefully for the "Enable Enhanced Protected Mode" setting. Ensure that setting is not checked, click "OK", and re-boot your computer if you made a change.

      Users of old Internet Explorer Versions 7, 8, and 9 should see two shortcuts for Internet Explorer in the "All Programs" menu, one for 32-bit Internet Explorer and one for 64-bit Internet Explorer. Here's the menu title of each and the path to the executable .exe files they run:

      • Internet Explorer   "C:\Program Files (x86)\Internet Explorer\iexplore.exe"
      • Internet Explorer (64-bit)   "C:\Program Files\Internet Explorer\iexplore.exe"

      The first shortcut runs IE from the "Program Files (x86)" folder, this is the 32-bit version you should use, even though the name just says "Internet Explorer". The second shortcut is the 64-bit version. If you can't find the menu shortcut to the 32-bit version, try making a new desktop or menu shortcut to "C:\Program Files (x86)\Internet Explorer\iexplore.exe" without the quotes.

    17. Your organization's network may have a firewall or proxy server that blocks access to our MapGuide server. In this case, you can access all our web pages and open a MapGuide map as far as seeing the legend of map layers on the left and the MapGuide toolbar on the top, but you get errors or other failures attempting to display the map itself. Generally, no map layers are ever displayed.

      If you believe this firewall or proxy server issue may be a problem using MapGuide, have your network administrator enable access to:

      • mapguide.pima.gov (159.233.28.36)
      • www.maps.pima.gov (159.233.156.200)

      You may want or need enable access to our other related webservers as well:

      • gis.pima.gov (159.233.156.30)
      • dot.pima.gov (159.233.156.30)
      Also see "Some versions of McAfee security software may interfere with MapGuide" and "Internet Explorer 7's phishing filter settings may be blocking the display of map layers on MapGuide maps" below with similar symptoms.

       

    18. Your organization's network may have a firewall or proxy server that blocks access to the MapGuide Viewer installation file or MapGuide map definition files. While our MapGuide map display pages may provide some helpful information in these cases, we've seen that one symptom of this may be a completely blank map window with no MapGuide map legend on the left and no MapGuide toolbar displayed. If you can open a MapGuide map as far as seeing the legend of map layers on the left and the MapGuide toolbar on the top, then this particular firewall issue is not likely to be the problem. One user has reported their SecureWorks firewall was blocking this content.

      If the firewall is checking content, it may be blocking these types of required MapGuide files:

      • mgaxctrl.cab MapGuide Viewer ActiveX control "CAB" installation file, MIME type "application/vnd.ms-cab-compressed".
      • MapGuide map definition "MWF" files such as dotmap65.mwf, MIME type "application/x-mwf".

      If you believe this firewall issue may be a problem using MapGuide, have your network administrator enable access to these content types for:

      • gis.pima.gov (159.233.156.30)

       

    19. Internet Explorer 7's phishing filter settings may be blocking the display of map layers on MapGuide maps. In this case, you can access all our web pages and open a MapGuide map as far as seeing the legend of map layers on the left and the MapGuide toolbar on the top, but you get errors or other failures attempting to display the map itself. The problem may be intermittent and may affect some or all layers. This problem and solution does not apply to Internet Explorer 8, which replaced phishing filters with the SmartScreen Filter.

      To disable Internet Explorer 7's phishing filters

      1. Select Tools, Internet Options, Advanced tab. Scroll down to "Phishing Filter" and pick "Disable Phishing Filter".
      2. Select Tools, Internet Options, Security tab. Pick the Internet zone, scroll down to "Use Phishing Filter" and pick "Disable".

      Also see Your organization's network may have a firewall or proxy server that blocks access to our MapGuide server above with similar symptoms.

    20. Some versions of McAfee security software may interfere with MapGuide. Symptoms of this problem may include seeing just a portion of the MapGuide Viewer, such as the MapGuide tool buttons and the "autodesk" logo, very slow response, and finally a "Network request failed" error message instead of the map. MapGuide may be erratic, sometimes working very slowly and sometimes failing altogether. Hopefully, McAfee has fixed this problem in your version. If not, you can work around the problem as follows:

      1. From the Start button, click Run...
      2. Type "Services.msc" (without quotes) and hit Enter.
      3. The services window list will appear. Scroll down until you find the "McAfee Redirector" service.
      4. Right-click on the McAfee Redirector and choose "Stop". This should fix the problem for your current session.
      5. To prevent the McAfee Redirector service from starting the next time you restart your computer, right-click on the McAfee Redirector, choose "Properties", then change the Startup type on the General tab from "Automatic" to "Disabled".
      6. Contact McAfee support for further resolution of this problem. It's not a good idea to leave the McAfee Redirector service disabled permanently as this disables needed McAfee function.

      We don't have McAfee software and aren't knowledgeable in its use. If you find a better workaround, such as disabling a certain McAfee feature through its user interface, or if you have additional information or helpful experience with this problem, let us know by using the Send Department Feedback button on the right.

    21. Your security software's settings may be set to something too restrictive. Generally, the manufacturer's default settings should be OK, but you, someone or something may have changed one or more settings that prevent MapGuide from working. While it's easy to change settings thinking you want to be more secure, more aggressive settings aren't the default because too many things won't work. There are far too many different security programs (Norton, McAfee, etc.) for us to identify and list all the settings that could cause trouble. You may want to try TEMPORARILY disabling your security software.

      • A McAfee user reports that turning on "Mobile Code Control" in the Privacy File caused MapGuide to fail.

       

    22. Your Internet Explorer cache settings may need to be adjusted to use the latest map support files from our website.  Symptoms include seeing the MapGuide legend of layers on the left and getting errors on some maps and/or layers. Another possible symptom is a completely blank map window with no other apparent errors. There could be other symptoms as well.

      As a quick fix, navigate to the map page, hold your Shift key and click the Refresh button in your browser to refresh the map page's files in your cache. Holding Ctrl and pressing F5 is another recommended method.

      To avoid similar problems in the future and as a more permanent fix, check the cache settings by clicking on the Internet Explorer "gear" icon (some say it's a "flower") in the far upper-right of the Internet Explorer window,  then Internet options, General tab.  In the Browsing history section pick the Settings button.  Ensure that the selected option is "Every time I start Internet Explorer", click "OK" to save the setting and restart all your Internet Explorer sessions. Do not select the "Automatically" option.

    23. Adware or other malware may cause "document.write" JavaScript gibberish to be displayed in the map window instead of the map. Users with this problem have found one or more of the following adware/malware programs on their computer:

      • Connect DLC 5 from Conduit
      • Search Protect by Conduit
      • Connect Toolbar
      • Scorpion Saver
      • Deal Slider
      • Search Assistant 

      Removing these programs solved the "document.write" JavaScript gibberish problem with MapGuide.

      If you believe you may be having a similar problem, Google these programs and read what you need to do to see whether you have them installed and what you may need to do to remove them. Be wary of downloading programs offering to remove these programs that may just be more malware. Of course, you might have different malware, but one or more of these are known to cause this MapGuide problem.

      This adware/malware also causes some of our web site links that are not MapGuide maps to fail. Testing these links may help confirm whether or not you have this adware/malware problem. These links do web page redirects that are a catalyst to the problem.. Try these tests:

      Once you've removed the offending programs, if you find that Internet Explorer crashes when starting MapGuide, then install the MapGuide Viewer version 6.5 SP1 as explained under the topic on this page titled: "A few users may experience Internet Explorer crashes starting or using MapGuide".

    24. A few users have reported problems printing from MapGuide with Internet Explorer 8. See Problem Printing from MapGuide with Internet Explorer 8 for more.

    25. A web accelerator such as the Google Web Accelerator may interfere with viewing MapGuide or our web pages with dynamic content. If you are using a web accelerator and are having problems, try turning it off or disabling it.

    26. A very few users have reported that Zoom Goto fails saying "Zoom Goto service is temporary unavailable. Please try it again later." (Complete with the grammar error.) Our limited experience with this error has shown that repairing or reinstalling Internet Explorer fixes this Zoom Goto problem. If you aren't running the latest version of Internet Explorer, it's probably easier to upgrade than it is to reinstall an older version.  See  How to repair or reinstall Internet Explorer in Windows.

      • Windows XP: Reinstall your current version or upgrade to Internet Explorer 9. (Windows XP does not support IE 10 or IE 11).
      • Windows Vista or Windows 7: Reinstall your current version or upgrade to Internet Explorer 10 or 11.
      • Windows 8 or Windows 10: Reinstall Internet Explorer 11.
    27. Many users have problems viewing documents in TIFF format because Apple's QuickTime Interferes with TIFF Viewing. See Viewing TIFF Images for more help for viewing TIFF files.

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