Lenzart - Troubleshooting LEO

We all have trouble with software sometimes. This page is a short guide to try and help you solve problems with LEO and/or Java itself in case something isn't quite working right. Hopefully if you are having trouble a simple solution from this page will get you back up and running again with as little interruption time in placing orders as possible.

The first thing to verify if your having problems is to make sure you are running the most recent version of Java. Java is the platform that LEO is written to utilize in order to function. Java is a separate entity from LEO therefore needs to updated separately also. Being on the most recent version will help to eliminate issues since LEO is constantly updated with new options and features that take advantage of Java improvements.

To make sure you are using the most recent released version of Java on your mac, you are going to use Software Update. Go to your Apple Menu and choose Software Update. Choose the option to allow Software Update to scan your system for updates. If it finishes and a Java update does not appear in the list - you are updated to the most recent version. If a version of Java does appear in the list, select it and follow the prompts to install.

To make sure you are using the most recent released version of Java on your PC, we need to start up the Java Control Panel.

2. In the Control Panel should be an icon labeled Java. Double click this to open the Java Control Panel. If this icon does not exist in your Control Panel - your version of Java is old, please click here and download the most recent OFFLINE version and install it. If you have the Java Control Panel continue to step 3.

3. In the Java Control Panel click the Update tab. Click the button that says Update Now. If there is an update it will prompt you and begin to download or install the new version - if you have the most recent version installed it will prompt you that you do.

Almost every time an uploading problem has been reported, it is due to a firewall and/or internet security application blocking the LEO client from connecting to our server to upload the order. There are ways to narrow this down to find out if that is the problem or not, which will lead to being able to correct it so that uploading can resume. This is the sort of thing that can work fine one day and then not the next due to application updates, setting changes, new installations etc.

1. Know what you have installed on your computer. Knowing what security software, firewall software and Anti-Virus software you have installed can make solving the problem much easier.

2. Only have one of these softwares installed at a time. If you install an Anti-Virus program, only install one. Having multiple installations of Anti-Virus programs and firewall/security programs are not recommended, not necessary, and could cause major issues. To find this out:

On a PC, go to Start -> Control Panel and double-click Add/Remove Programs, this is a list of all applications installed on your machine. If you have multiple Anti-Virus or firewall programs listed, remove one of them. You can also tell most of the time whats running by simply hovering your mouse over the icons located by your clock on your Windows taskbar and reading the popup with each applications name, if multiples of anything are running use above steps to remove one of them.

On a mac, look to see whats installed in your application folder. Mac users do install Anti-Virus or third party firewall software. However, your mac does have a firewall, the settings are located in System Preferences -> Network Settings. Make sure FTP transfers are not being blocked.

3. After things have been cleaned up - try to upload again. If uploading is still not possible try temporarily disabling your firewall/security software (this will not harm your PC for a few minutes to test this). You can usually do this by right-clicking the softwares icon by your clock and choosing 'disable' or 'exit'. To re-enable simply right-click the icon again and choose 'enable' or go to your start menu and restart the application.

4. Try uploading again, if it works - your firewall/security software was blocking it and you need to go into the help information or contact the vendor for that software about how to unblock standard FTP transfers. Once this is done you should be fine.

If none of the solutions outlined above solve your problem, and you still can't place and/or upload orders there is another thing to try. This consists of removing the LEO application and redownloading/installing it from our website.

1. Open LEO and click on the round blue help button in the lower left corner of the application window (it has a question mark on the icon).

2. From the menu choose Clear Caches. In the Clear Caches window that appears click on the drop down box and choose Clear Both Caches. At this point the application will close and it will be removed.

3. Click here or go to our LEO page and click on the link to install LEO. After it finishes try placing your order again.

If none of what is outlined here helps or solves your problem placing or sending orders through LEO. Please email or call us at 1-800-826-2624 so we can evaluate the problem and help you figure out how to get up and running as soon as possible. Be sure to have the exact error message that you are receiving available.