General Trouble Shooting for Issues in InQuiry and InCommand

General Trouble Shooting for Issues in InQuiry, InCommand, and InScribe QA Feedback

This article outlines some basic trouble shooting steps for fixing problems with InQuiry, InCommand, and InScribe's QA Feedback feature. These steps are listed in order from those that make the least to most changes to your Internet Explorer web browser. These instructions do not apply to any web browsers other than Microsoft Internet Explorer. Some facilities will block access to some or all of the options listed in this guide. If they are, you will have to call your facilities internal IT staff, as you will not be able to do these things yourself.

If you are getting script errors when attempting to edit transcriptions, refer to the Script Error When Editing in Internet Explorer 10 article.

If InQuiry or InCommand freezes or the screen locks up and 'shakes' and locks up Internet Explorer before or after login, reset the Zoom to 100% by pressing CTRL+0. For more details see the InQuiry Freezes As Soon As Logged In article on the InQuiry freezing problem.

If your computer is running Windows 7 64bit edition, and the prompt to install runtime components will not go away, see the Can Not Login To InQuiry - Keeps Wanting To Install The Runtime Components article on how to fix this.

Restart InQuiry or InCommand and try to use it again before proceeding to the final two steps in this article; the complete reset of Internet Explorer settings.

Manually Download and Install the Nuance Runtime Components

If the computer has Windows 7 64bit edition, and the prompt to install runtime components will not go away, refer to this article about InQuiry not allowing logins after installing the Nuance Runtime Components.

The least disruptive thing to try when InQuiry and InCommand are not working correctly is to update the runtime components. Click on this link to download the Nuance runtime components, and then manually install them. If possible, run the install as a system administrator; right click on the downloaded exe file and choose "Run as Administrator" instead of double-clicking on the file.

Downloadruntimecomponents.png Install runtimes as admin.png

Make Sure *.emdat.com and *.mytranscriptions.com are in the List of Trusted Sites

For this and the next few steps, open the Internet Options window. To do this, press ALT+T to open the tools menu. At the bottom of the tools menu is the Internet Options item. Click on Internet Options to open the Internet Options window.


Tools menu for internet options.pngInternet options window.png

Click on the Security tab in the Internet Options window. The Trusted Sites security zone should already be selected. Click on the Sites button to open the Trusted Sites window. In the list of websites should be the following two websites:

If those websites are not in the list, put them into the field under "Add this website to the zone:" and click on the Add button.

Trusted site security.png

Reset Trusted Site Security

If there are still problems with InQuiry and InCommand, follow the instructions in STEP 2 for opening Internet Options and click on the Security tab again.

If the Reset all zones to default level button is not greyed out, click on it to reset site security. The button is circled on the image just above.

Set Internet Explorer to Automatically Detect LAN Settings

Follow the instructions in STEP 2 for opening Internet Options and click on the Connections tab. At the bottom of the window there is a LAN Settings button. Click on the LAN Settings button to open the Local Area Network Settings window. Make sure that the checkbox next to "Automatically detect settings" is checked. Then click on OK in both windows to close them.

Automatically detect lan settings.png

Check to see if the problem is fixed before proceding to the next three steps!

Restore Advanced Settings

Follow the instructions in STEP 2 for opening the Internet Options window and click on the Advanced tab. Near the bottom of the window there is a "Restore advanced settings" button. Click on that button, then click on OK and see if the problem is fixed before moving to the next step.

Internet options advanced settings.png

Reset Internet Explorer to Newly Installed State

Close all but one of your Internet Explorer windows before trying this. Reset will not work if there are two or more windows open.

Follow the instructions in STEP 2 for opening Internet Options window and click on the Advanced tab. Near the bottom of the window there is a "Reset..." button. This is shown on the image above. Click on that button to open a new window that will ask for confirmation to do this. Do not check the box next to the "Delete personal settings" message. Click on OK to close both windows, and then restart Internet Explorer.

When Internet Explorer is restarted the program will be reset to a newly installed state. Accept the defaults for installation and log into InCommand or InQuiry again to see if the problem is fixed yet.