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System requirements |
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These browsers can be used with gwMedias:
- Internet Explorer (current version)
- Mozilla Firefox (current version)
- Google Chrome (current version)
Take care to use only these browsers.
You can keep several browsers installed at the same time on your computer and switch between them if a problem with a certain browser should occur.
Settings are available in the browser main menu.
The main menu is accessible by the menu icon at the top right.
Other browsers than the ones noted above should not be used with gwMedias.
In case of any problems with other browsers no support can be provided.
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Problem solutions: Pop up-blocker / gwMedias windows does not open after login |
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gwMedias opens as a new window (pop-up) after the login.
If there are any pop up-blockers installed on your computer, exceptions for gwMedias have to be added to them.
- Internet Explorer: Extras->Internet options->Pricacy->Pop-up blocker Settings->Add "admin.tmg-it.de" as web site to allow
- Mozilla Firefox: Open menu->Settings->Content->Pop-up blocker Exceptions->Add "admin.tmg-it.de" as web site to allow
- Google Chrome: Open menu->Settings->Show advanced settings->Privacy->Content settings->Pop-ups->Manage exceptions->Add "https://[*.]www.admin.tmg-it.de:443"
Pop-up blockers could also be included other types of software (selection):
- Toolbars, e.g. by Google, Yahoo, MSN or others.
- ICQ
- Other browser extensions
- Anti-virus or firewall software with integrated pop up-blockers (e.g. "Norton Internet Security")
Please add "admin.tmg-it.de" as an exception in these programs as well.
In case changing the browser settings does not solve the problem and gwMedias still does not open these steps could help:
- Try holding the "CTRL"-key while clicking on "login"
- In the Internet Explorer menu go to Internet options->Security and try setting the security level to "low"
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Problem solutions: Message "Your session could not be verified." |
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- This could mean your session has expired and you have to log in again.
- If you were not logged in before and this message comes up after your first or following login attempts, this could be the cause: Your computer does not accept the so called "session cookie".
Internet Explorer:
- "Extras"->"Internet options"->"Privacy"->Set the slider to "medium"
- If this does not work, go to "Advanced" on the same tab and choose these settings:
- Activate "Override automatic cookie handling"
- First-party cookies: "Prompt"
- Third-party cookies: "Block"
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Problem solutions: gwMedias freezes while loading |
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In case gwMedias "freezes" during loading (just a grey background appears, nothing further happens) it can help to clear the browser cache and restart the browser.
- Internet Explorer: "Extras"->"Internet options"->"General"->"Browsing history"->"Delete"->Select "Temporary internet files", then "Delete"
- Mozilla Firefox: Open menu->"Settings"->"Privacy"->Clear your recent history->Time range to clear "Everything"->Select "Cache", then "OK"
- Google Chrome: Open menu->"History"->"Clear browsing data"->Set the time limit to "the beginning of time"->Select "Empty the cache", then "Clear browsing data"
Afterwards please close all browser windows and restart it.
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Problem solutions: gwMedias logs out while trying to download a file |
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If you use the Internet Explorer, see it is updated to the current version.
It could also be helpful to add gwMedias to "Trusted sites":
"Extras"->"Internet options"->"Security"->Select "Trusted sites", then "Sites"->Add "https://www.admin.tmg-it.de"
Afterwards please close all browser windows and restart it.
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Support request guide |
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- For all technical matters please always contact TMG iT Support directly.
- Before contacting the support please check if the issue is mentioned in a current news article or newsletter e-mail. In this case we are already aware of the problem and working on a solution.
- Please write e-mails to the official support e-mail-address.
- Choose an informative subject for your e-mail which describes the problem.
- Please provide the following information:
- Your TMG agency number (login)
- Please describe the problem in a factual way, so it is comprehensible for people not yet aware of the matter:
- What happened (exact description of the problem, error messages, something is not working, etc)?
- When did the problem occur?
- Have you already tried a solution to the problem (e.g. changing the browser)? What happened then?
- What browser do you use (including version number)?
The exact browser version can be found out this way:
- Internet Explorer: "Extras"->"Info"
- Mozilla Firefox: Open menu->"Help"->"About Firefox"
- Google Chrome: Open menu->"About Google Chrome"
- Which operation system is installed on your computer?
To find out the exact version of your windows system, go to Start->Control panel->System.
There the exact windows version is shown, e.g. "Windows 7 Home Premium"
Please also provide the system type (32-bit or 64 bit system).
- When and how can you be contacted?
- The more complete and informative your request is, the better and faster the support is able to help you.
- If possible always use the same e-mail-address while mailing with the support regarding a problem. Always use the "reply"-feature of your e-mail-program while replying to an e-mail from us. Please make sure all former mailing texts are included in follow-up mails. This way we always receive the necessary information and are able to process your answer.
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