Fuel Genius Troubleshooting

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When this occurs: This occurs at the 'Fuel Genius Login' window Why this occurs: This will occur if one of the information fields was entered incorrectly. (i.e. User ID and Carrier ID or Password). This will also occur if you have not signed up as a Fuel Genius user. Solution: Verify that you are using your correct User ID and Password; the User ID and Password are case sensitive. Verify that the correct case is being used when logging in. If you have not signed up as a Fuel Genius User, click SIGN UP now.

Why this occurs: This occurs when Irving Fuel Genius is not connecting to the Irving Oil Server due to connection errors. This may also occur if your computer network utilizes a firewall, a proxy server or virus protection program. Solution: First, verify that you are connected to the Internet. Irving Fuel Genius cannot connect to Irving Oil if no Internet is established. Please verify that you can access two or three different pages of the Internet. Second, if you employ a network firewall, you will need to contact your Systems Administrator to 'punch' a hole in the firewall. This may require contact between your Systems Administrator and your firewall provider, to create the hole, in which you will need the following information: the Irving Fuel Genius’ IP address is 204.110.224.30 and Irving Fuel Genius utilizes nine ports ranging from 5558 through and including 5566. If connection errors persist, the error may be due to inconsistencies with the 'subnet mask' and 'default gateway' set up for your Internet connection by your Internet service provider (ISP). In this instance, you will need to contact your ISP to find out your individual IP address, 'subnet mask' and 'default gateway' to complete the process of opening a hole through your firewall. Third, if you have verified your Internet connection, have resolved any firewall and Internet provider issues, and continue to receive this error, contact Irving Oil Limited at 1-800-561-2447. This error may be due to communication issues on the IOL side of the Irving Fuel Genius application.

When this occurs: This may occur when attempting to download the Fuel Genius (Step 3) or just after the 'Fuel Genius Login' window. Why this occurs: This occurs when Fuel Genius is not connecting to the IOL Server due to connection errors. Specifically, this may also occur if your computer network utilizes a firewall, proxy server or virus protection software. Solution: First, verify that you are connected to the Internet. Fuel Genius cannot connect to IOL if there is no Internet connection established. Please verify that you can access two or three different pages on the Internet. For single users, make sure that the current user has admin rights to the machine as Irving Fuel Genius will need to create new folders with full read/write access. Second, please check for prior versions of Java Webstart that may still be running. To do this for Windows 95/98: 1) Hold the keys 'Ctrl', 'Alt', and 'Delete' down. This will enter the 'Close Programs' box. 2) Highlight any Java entries and press 'End Task'. You may need to wait a few seconds and press 'End Task' again. For Windows NT/ME/2000/XP: 1) Hold the keys 'Ctrl', 'Alt' and 'Delete' down. 2) Press the 'Task Manager' button. 3) Click on the 'Processes' tab. 4) Highlight any ‘javaw.exe’ entries and press 'End Task'. Third, if you employ a network firewall, you will need to contact your System Administrator to 'punch' a hole in the firewall. This may require contact between your Systems Administrator and your firewall provider, to create the hole, in which you will need the following information: the Irving Fuel Genius address is 204.110.224.30 and Irving Fuel Genius utilizes nine ports ranging from 5558 through and including 5566. If connection errors persist, the error may be due to inconsistencies with the 'subnet mask' and 'default gateway' set up for your internet connection by your internet service provider (ISP). In this instance, you will need to contact your ISP to find out your individual IP address, 'subnet mask' and 'default gateway' to complete the process of opening a hole through your firewall. Fourth, if you are connected to the internet, have resolved any firewall and internet service provider issues, and continue to receive this error, contact IOL at 1-800-561-2447. The error may be due to communication issues on the IOL side of the Irving Fuel Genius application.

If your company employs a firewall, you will need to download the 'HTTP download' version of the Java Runtime Environment. If the link on the Java Web Start page for the 'HTTP download' version takes you to an empty page and you get a 'Page cannot be found' error, your company may have a filter. You will need to contact your Systems Administrator to have this filter removed.

Initial Login IF YOU KNOW your User ID and Password and are logging in for the first time for your company, you will need to create your own individual User ID and Password. When you get into the program, you will be under the 'Users' tab. You will need to set yourself up as a new user here. Press the 'NEW' button at the bottom of the page. Enter all of the appropriate information. For the 'Group' option, select 'Unlimited' if you would like to have access to all features. When finished, hit the 'ADD' button. You will now need to close this session and open a new Fuel Genius session using the user information you just created. IF YOU DO NOT KNOW what your initial User ID or Password is, please go to the SIGN UP NOW section by clicking here SIGN UP Return User IF YOU FORGOT your User ID or Password, you will need to contact your company’s Irving Fuel Genius Administrator. (Typically the person who is in charge of administering the Irving Fuel Account).

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