Resolving Common Problems

• My web browser reports "load: class Client not found" error when loading SigmaChat, ICE, or RaiderCSS

  The Load class Client not found error is among the most notorious of Java applet error messages, and can be caused by a number of different problems. Usually, this problem indicates that your web browser has downloaded/ cached an invalid copy of our chat software (cache instability or an error in download). Minor network glitches between your computer and RaiderSoft's servers can also cause the problem. Ninety-nine percent of the time, the problem can be resolved by emptying your browsers cache (or Temporary Internet Files), then shutting down all instances of your web browser, and trying again. In rare circumstances, a reboot may be required.

  To empty your browser's cache using Microsoft Internet Explorer:

  1. Click on Tools from your browser's main menu.
  2. Select Internet Options
  3. Under the General tab, click Delete Files... in the Temporary Internet files section.
  4. Important: Shutdown all open instances of your web browser.

  To empty your browser's cache using Netscape:

  1. Click on Edit from your browser's main menu.
  2. Select Preferences
  3. Select and expand the Advanced category.
  4. Click on Cache
  5. Under Set Cache Options:
     1. Click Clear Memory Cache
     2. Click Clear Disk Cache
  6. Click OK
  7. Important: Shutdown all open instances of your web browser.
• When I attempt to open the Java™ applet, I see a blank gray box only.
• My web browser reports a "bad magic number" error when loading SigmaChat, RaiderCSS, or ICE
• When I attempt to open the Java™ applet, I see a red checkbox only.

Try emptying your browser's cache first (see above). Remember to shut down all instances of your web browser after emptying the cache (temporary internet files). If this does not work, it is possible that you do not have Java™ installed. Please visit Sun's Free Java™ Download Site to download and install Java. Java is the most powerful extension to web technology today, and no web browser is complete without it!

• When I attempt to open the chat room, a message appears telling me to install software. What is wrong?

  You need to install Java™ support (see above) On most computers, you can simply follow the on-screen directions to have Java™ installed for you automatically by your web browser. If this fails, we strongly encourage you to visit Sun's Free Java™ Download Site to download and install Java. Java is the most powerful extension to web technology today, and no web browser is complete without it!

• My Macintosh computer is having various problems with SigmaChat.

  SigmaChat is not supported on Macintosh OS 8.x and below systems. SigmaChat runs best on OS X when using MSIE, Netscape or Mozilla. When using OS 9 we recommend using MSIE only. Problems have been reported when using the Safari browser.

• I connect to to the internet with AOL, but am unable to login to the Java™ applet.

  Do not use the built-in AOL web browser. Instead, use the web browser (usually Microsoft Internet Explorer) that was included with your computer/operating system.

• When I click "Login" nothing happens, or a message appears telling me that it cannot connect, or that I have been disconnected. What is wrong?

  First, check to make sure that all of our chat servers are online. Check here. If a server is offline, simply wait a few minutes. It is extremely rare that our chat servers go down, and we have automated systems in place to ensure they are back up and running within 10 minutes of going down. Secondly, and the most likely scenario, is that you are using a computer restricted by a firewall; see below:

• I am using a computer behind a firewall, or in a work/education environment. How can I connect?

  For SigmaChat, you, or your network administrator, will need to allow TCP access on ports 8000 through 8009 at client.sigmachat.com. On some LAN firewalls, you may simply set the security setting to "Low" while you wish to use our chat software.

  For ICE and RaiderCSS, you, or your network administrator, will need to allow TCP access on ports 45000 through 45199 at css.raidersoft.com and ice.raidersoft.com (respectively). On some LAN firewalls, you may simply set the security setting to "Low" while you wish to use our chat software.

• I have been banned from a chat room, and feel that I can behave myself now. Who should I contact to get un-banned?

  You will need to contact the owner/administrator of the chat room. If you do not know who this is, try contacting the site's webmaster. RaiderSoft is unable to provide end-user assistance with this information.

• I am still having problems. Who should I contact?

  You will need to contact the owner/administrator of the chat room. If you do not know who this is, try contacting the site's webmaster.