Help with Help

Epicor ERP 10
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The rest of the storyā€¦ after numerous back and forth with Epicor, they determined that ā€œitā€™s a browser issueā€ and send a program to run to fix it. Unfortunately, corporate security will not allow us to run that type of file.

Soā€¦ we gave up and reimaged the computer. That did work.

This isnā€™t really a ā€œsolutionā€ but I am not sure there is one, so I am marking it as such.

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Whatā€™s the program? We are having the same issue.

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The name of the file is: Epicor_centric_internet_options.exe

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And the case number is
CS0002365922

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We fixed it by going to the browser that Epicor was actually using (internet explorer) and clearing the cookies. We just didnā€™t think about that browser, cause no one uses it.

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Thanks @Banderson !! You gave me a clue and it worked for me as well!

First - delete all the history (purple arrow) - that itself didnā€™t work, or I didnā€™t wait long enough because when I opened Epicor and tired Help - it still gave me an error.

Second - Green Arrows - go through and set ā€œNeverā€ to prevent new files being created, and then go to View Files - this opens File Explorer - select all the files and delete them. Strange thing I noticed is that the Epicor Cookies were still here, even though I deleted them in step 1ā€¦

Third - Yellow arrow - I went and set the ā€˜Historyā€™ to be zero days just in caseā€¦

Then, all of a sudden, the Help Screen that was still open with the error, refreshed and it worked!!!

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Brandon and Mike you two are life savers. After clearing the history then viewing the files and deleting them we were able to resolve the issue.

Brandon thanks for bringing up that Epicor uses IE - We never use it either.

Problem solved - one user was having issues and no one else. The solutions from Epicor support were not working. Thanks again.

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you are welcome.

Follow up note:
Iā€™m not sure if @Banderson is seeing this, but the problem comes back. Still not sure which cookie/object/temp file is causing the problem because Iā€™m not surfing the net from inside Epicor, nor using it outside of Epicor, but something is generating objects inside the IE cacheā€¦

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I havenā€™t had the issue come back for me yet. So :crossed_fingers:. But, yeah it would be nice to figure out what is causing it.

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Thank You for the details
i just followed your steps and works !!

1 Like