Issues with the Isabel 6 screens or interface

Document ID: 45196
Modified: 19/04/2019


Check whether the problem you are experiencing is listed below (click on the topic to see more details about the issue).

Local computer & browser settings that cause issues with the Isabel 6 user interface:

Decimal points and commas are not taken into account when typing amounts.

Security programs use character replacement to prevent malware from seeing what you type. If this feature is active in more than 1 security program, characters will not appear correctly.

To disable this feature in IBM Trusteer:

  1. Open the Rapport Console: Click the Start-button > All Programs > Trusteer Endpoint Protection > Trusteer Endpoint Protection Console.
  2. Click the arrow at the bottom-right corner of the console.
  3. In the Security Policy area, click Edit Policy.
  4. Enter the letters as they are shown in the image and then click OK.
  5. Locate the option Activate Character Replacement and select Never in the dropdown list.
  6. Depending on your user rights, an option Activate Kernel Character Replacement may be visible. If so, select Never in the drop down list next to this option.
  7. Click Save, reboot your computer and try again.


  1. Open System Preferences , then click on Trusteer Endpoint Protection .
  2. Select the Security Policy tab.
  3. Enter the letters as they are shown in the image and then click OK.
  4. Locate the option Activate Character Replacement and select Never in the dropdown list.
  5. Close the Rapport Console, reboot your computer and try again.
If your screen width is too narrow (lower than 1280 pixels), not all top buttons, action buttons (ex. envelope icon) or columns are displayed

Please verify the system requirements. You should have a screen resolution of at least 1280 x 768 pixels (width x height).


The screen content is too big, too small, incomplete, or you experience difficulties when scrolling
1. Verify whether the zoom level in Windows is set to 100%
  1. Right-click on your desktop in Windows and select Display settings.

  2. Set the zoom level to 100%, then click on Apply.
    You will have to reboot your computer before these changes take effect.

2. Internet Explorer
  1. This blue icon next to the address bar indicates that Enterprise Mode is active:

    When using Enterprise mode, the Isabel interface will not be visualized correctly.
    You can turn off Enterprise Mode by selecting Tools menu > Enterprise Mode.
    Enterprise Mode may be set by a Group Policy. Contact your system administrator if you are unable to save your changes.

  2. Verify whether the browser zoom level is set to 100%: Click on the gear icon at the top right, select Zoom set this to 100%.

  3. If the issue persists: Open Internet Explorer and click on the gear icon   at the top right, select Internet options > Advanced tab > change the option use software rendering instead of GPU rendering (located in the category Accelerated graphics) and click "Apply".
    Changing this setting requires restarting your PC.
2. Chrome
  1. Click Morelocated in the top-right corner.
  2. Set the value next to Zoom to 100%.

or

  1. Click the magnifier icon in the right corner of the address bar.
  2. Click Reset.
2. Firefox
  1. Click the Menuicon located in the top-right corner.
  2. Set the value next to Zoom to 100%.

or

  1. Click on the zoom value indicated in the right corner of the address bar.
2. Edge
  1. Click Morelocated in the top-right corner.
  2. Set the value next to Zoom to 100%.
The Isabel Control Panel or Isabel Offline Reporting window does not appear on screen

When trying to open the Isabel Control Panel or Isabel Offline Reporting, you can see the button of the application in your task bar, but the window doesn't appear on screen:

This is an issue that can occur when using multiple monitors (especially after changing the configuration of said multi-monitor setup), in this case the window is opened on another screen but not visible to you. Select the relevant icon in the taskbar and use the key combination Windows + left or right arrow until the missing window reappears. Once you have done this, use the following instruction to set the application to a default screen:

  1. Resize the window so that it is not maximized or minimized.
  2. Move the window to the monitor you want it to open on by default.
  3. Close the application, do not resize prior to closing.
  4. Open the applicaton again, it should open on the monitor you just moved it to and closed it on.
  5. Maximize the window.

The application will now open on this monitor by default. If you want to change it to another monitor, just follow steps 1-5 again.

Internet Explorer : items are misplaced on the Welcome page

You might see that certain items on the Isabel 6 Welcome page are not aligned correctly.

Press the F5 key on your keyboard. Continue with the steps below if this did not solve the issue.

Modify Compatibility View Settings

Internet Explorer 11: How to modify the Compatibility View Settings
  • Make sure that Compatibility View is not active (if so, disable it):

               

    1. Click on the gear icon in the top right corner of the Internet Explorer window to open the Tools menu (or use keyboard shortcut Alt+X).

    2. In the menu, select Compatibility View Settings.

             

    3. In the Compatibility View Settings window, remove isabel.eu and isabel.be from the list "Websites you've added to Compatibility View".

    4. Deselect both options at the bottom of this screen:
      • Display intranet sites in Compatibility View
      • Use Microsoft compatibility lists
         
    5. Close all Internet Explorer windows, then restart Internet Explorer and retry.
  • If the issue persists or Compatibility View is already disabled (or not available), check the Document mode:

    1. Click on the Internet Explorer window, then press F12 to open the Developer Tools.

    2. In the Developer Tools window, go to the tab Emulation.

    3. Change the Document mode to Edge (Default) and leave the Developer Tools open while performing a test.

             
    4. If the issue is solved, contact your system administrator to change the settings.
  • In case the issue still presents itself:

    1. Click on the gear icon in the top right corner of the Internet Explorer window and select Internet options.

    2. Go to the tab Advanced.

    3. Make sure the option Enable DOM Storage is active (Security section), then click the OK button.

             

  • Please contact your IT department if you are unable to change these settings or if the issue returns. In that case, these settings are being enforced and overwritten by domain or system level Group Policies (GPO).

Reset Internet Explorer :

How to reset Internet Explorer

Do not forget to disable the option "Automatically detect settings" in the Internet Explorer LAN-settings after resetting Internet Explorer!

Internet Explorer : a white or gray page is shown instead of my account information / transactions

You get a blank (white) or gray page after clicking on the Isabel 6 button on the Isabel 6 portal (after having logged in).

Press the F5 key on your keyboard. Continue with the steps below if this did not solve the issue.

Modify Compatibility View Settings

Internet Explorer 11: How to modify the Compatibility View Settings
  • Make sure that Compatibility View is not active (if so, disable it):

               

    1. Click on the gear icon in the top right corner of the Internet Explorer window to open the Tools menu (or use keyboard shortcut Alt+X).

    2. In the menu, select Compatibility View Settings.

             

    3. In the Compatibility View Settings window, remove isabel.eu and isabel.be from the list "Websites you've added to Compatibility View".

    4. Deselect both options at the bottom of this screen:
      • Display intranet sites in Compatibility View
      • Use Microsoft compatibility lists
         
    5. Close all Internet Explorer windows, then restart Internet Explorer and retry.
  • If the issue persists or Compatibility View is already disabled (or not available), check the Document mode:

    1. Click on the Internet Explorer window, then press F12 to open the Developer Tools.

    2. In the Developer Tools window, go to the tab Emulation.

    3. Change the Document mode to Edge (Default) and leave the Developer Tools open while performing a test.
             
    4. If the issue is solved, contact your system administrator to change the settings.
  • In case the issue still presents itself:

    1. Click on the gear icon in the top right corner of the Internet Explorer window and select Internet options.

    2. Go to the tab Advanced.

    3. Make sure the option Enable DOM Storage is active (Security section), then click the OK button.

             

  • Please contact your IT department if you are unable to change these settings or if the issue returns. In that case, these settings are being enforced and overwritten by domain or system level Group Policies (GPO).

Reset Internet Explorer :

How to reset Internet Explorer

Do not forget to disable the option "Automatically detect settings" in the Internet Explorer LAN-settings after resetting Internet Explorer!

Internet Explorer : The list of accounts / transactions / sent transactions is unexpectedly shown empty
Example screenshots of Empty content lists

You see an empty content list when navigating through Account Info, Transactions or Sent Transactions. Column titles, action buttons and content are no longer displayed.

Empty Account Information:

Empty transactions list:

Empty sent transactions list:

Execute the following steps and verify after each step if the issue is resolved:

1. Clear the Internet Explorer cache

Clear Internet Explorer's cache and then login again to see if the content is visible again:

  • Open the Tools menu by clicking on the gear icon in the upper right corner, or by using the key combination Alt+X.
  • Click on Internet Options.
  • In the section Browsing history, click on Delete...
  • Select all options except Download history, Form data and Passwords.
  • Click on Delete.
2. Reset the Internet Explorer

Reset Internet Explorer (to disable unwanted toolbars and correct most IE settings):

  • Verify Internet Options > Connections > LAN Settings. If present, copy the content of the fields "automatic configuration script" and "Proxy server" (resetting internet explorer might delete this information)
  • Close Internet Explorer; open the Isabel Control Panel > Support > IE > Reset IE
  • Verify Internet Options > Connections > LAN Settings. Correct if necessary, make sure that 'Automatically detect settings' is disabled.
3. Remove the Internet Explorer DOMStore folders from the computer

The issue can be caused by problems with the DOMStore folders on the computer. You can confirm this by logging in to Isabel 6 using Internet Explorer's InPrivate mode (which can be accessed by opening an Internet Explorer window and then using the key combination Ctrl+Shift+P). If you're able to see the content again in InPrivate mode, this indicates that the problem is indeed DOMStore-related.

We have created a DOMStore script to resolve this issue.
How to use the script:

  • Right-click on this link: DOMStore fix.
  • In the menu, click Save target as...
  • In the Save As window, choose as location "Desktop".
  • Next in the Save as Type box choose All Files (*.*)
  • In the box File Name: you need to add .cmd at the end of the filename.
  • Click Save.
  • When saved, open the program by double clicking it.

Options:

  1. This option will make all hidden folders/(system)files visible and show the file extensions.
  2. This will remove the faulty DOMStore from the Local folder.
  3. This will remove the faulty DOMStore from the LocalLow folder.
  4. This will undo the actions from option 1 (for security purposes).

Options 2 & 3 are the most important. If you run into trouble and have to remove the DOMStore folders manually, option 1 will make them visible.
           - Local\DOMStore: %Userprofile%\AppData\Local\Microsoft\Internet Explorer\DOMStore
           - LocalLow\DOMStore: %Userprofile%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore

Remark: LocalLow is the DOMStore of the Internet Explorer InPrivate mode (Local = standard IE mode).

4. Upgrade or remove and reinstall Internet Explorer

Remark: Please contact your IT support in case you are unable to change these settings or if the issue persists. Most probably these settings are forced by domain or system level group policies (GPO).

Internet Explorer InPrivate mode as temporary workaround

As temporary workaround you can launch Isabel 6 in the Internet Explorer InPrivate mode

  • Launch the IE InPrivate mode by opening an Internet Explorer window, then use the key combination: Ctrl+Shift+P
  • In this InPrivate window, go to: www.isabel.be/login6
Internet Explorer : Buttons / tabs are unexpectedly inactive

Execute the following steps and verify after each step if the issue is resolved:

1. Clear the Internet Explorer cache

Clear Internet Explorer's cache and then login again to see if the content is visible again:

  • Open the Tools menu by clicking on the gear icon in the upper right corner, or by using the key combination Alt+X.
  • Click on Internet Options.
  • In the section Browsing history, click on Delete...
  • Select all options except Download history, Form data and Passwords.
  • Click on Delete.
2. Remove the Internet Explorer DOMStore folders from the computer

The issue can be caused by problems with the DOMStore folders on the computer. You can confirm this by logging in to Isabel 6 using Internet Explorer's InPrivate mode (which can be accessed by opening an Internet Explorer window and then using the key combination Ctrl+Shift+P). If you're able to see the content again in InPrivate mode, this indicates that the problem is indeed DOMStore-related.

We have created a DOMStore script to resolve this issue.
How to use the script:

  • Right-click on this link: DOMStore fix.
  • In the menu, click Save target as...
  • In the Save As window, choose as location "Desktop".
  • Next in the Save as Type box choose All Files (*.*)
  • In the box File Name: you need to add .cmd at the end of the filename.
  • Click Save.
  • When saved, open the program by double clicking it.

Options:

  1. This option will make all hidden folders/(system)files visible and show the file extensions.
  2. This will remove the faulty DOMStore from the Local folder.
  3. This will remove the faulty DOMStore from the LocalLow folder.
  4. This will undo the actions from option 1 (for security purposes).

Options 2 & 3 are the most important. If you run into trouble and have to remove the DOMStore folders manually, option 1 will make them visible.
           - Local\DOMStore: %Userprofile%\AppData\Local\Microsoft\Internet Explorer\DOMStore
           - LocalLow\DOMStore: %Userprofile%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore

Remark: LocalLow is the DOMStore of the Internet Explorer InPrivate mode (Local = standard IE mode).

3. Upgrade or remove and reinstall Internet Explorer

Remark: Please contact your IT support in case you are unable to change these settings or if the issue persists. Most probably these settings are forced by domain or system level group policies (GPO).

Internet Explorer InPrivate mode as temporary workaround

As temporary workaround you can launch Isabel 6 in the Internet Explorer InPrivate mode

  • Launch the IE InPrivate mode by opening an Internet Explorer window, then use the key combination: Ctrl+Shift+P
  • In this InPrivate window, go to: www.isabel.be/login6
Internet Explorer : layout changes (colums / sorting) are not remembered

Execute the following steps and verify after each step if the issue is resolved:

1. Clear the Internet Explorer cache

Clear Internet Explorer's cache and then login again to see if the content is visible again:

  • Open the Tools menu by clicking on the gear icon in the upper right corner, or by using the key combination Alt+X.
  • Click on Internet Options.
  • In the section Browsing history, click on Delete...
  • Select all options except Download history, Form data and Passwords.
  • Click on Delete.
2. Remove the Internet Explorer DOMStore folders from the computer

The issue can be caused by problems with the DOMStore folders on the computer. You can confirm this by logging in to Isabel 6 using Internet Explorer's InPrivate mode (which can be accessed by opening an Internet Explorer window and then using the key combination Ctrl+Shift+P). If you're able to see the content again in InPrivate mode, this indicates that the problem is indeed DOMStore-related.

We have created a DOMStore script to resolve this issue.
How to use the script:

  • Right-click on this link: DOMStore fix.
  • In the menu, click Save target as...
  • In the Save As window, choose as location "Desktop".
  • Next in the Save as Type box choose All Files (*.*)
  • In the box File Name: you need to add .cmd at the end of the filename.
  • Click Save.
  • When saved, open the program by double clicking it.

Options:

  1. This option will make all hidden folders/(system)files visible and show the file extensions.
  2. This will remove the faulty DOMStore from the Local folder.
  3. This will remove the faulty DOMStore from the LocalLow folder.
  4. This will undo the actions from option 1 (for security purposes).

Options 2 & 3 are the most important. If you run into trouble and have to remove the DOMStore folders manually, option 1 will make them visible.
           - Local\DOMStore: %Userprofile%\AppData\Local\Microsoft\Internet Explorer\DOMStore
           - LocalLow\DOMStore: %Userprofile%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore

Remark: LocalLow is the DOMStore of the Internet Explorer InPrivate mode (Local = standard IE mode).

3. Upgrade or remove and reinstall Internet Explorer

Remark: Please contact your IT support in case you are unable to change these settings or if the issue persists. Most probably these settings are forced by domain or system level group policies (GPO).

Internet Explorer InPrivate mode as temporary workaround

As temporary workaround you can launch Isabel 6 in the Internet Explorer InPrivate mode

  • Launch the IE InPrivate mode by opening an Internet Explorer window, then use the key combination: Ctrl+Shift+P
  • In this InPrivate window, go to: www.isabel.be/login6


The screen content is too big, too small, incomplete, or you experience difficulties when scrolling

1. Verify whether the zoom feature in macOS is disabled:

  1. Press to access the Accessibility Options shortcut panel.
  2. Make sure that the option Enable Zoom is not checked (if it's checked, uncheck it).
  3. Click on Done.

2. Which browser are you using?

Chrome

Click on View in the menu bar, then select Actual Size (if this option is greyed out, you can skip this step).

Firefox

Click on View in the menu bar, then select Zoom > Reset.

Safari

Click on View in the menu bar, then select Actual Size (if this option is greyed out, you can skip this step).

Issues with the Isabel 6 screens or interface
45196
19/04/2019