Q&A

Question? When the e-Parcel client software gets started, in case the status is "Offline", what should I check?

Answer You can not send and receive any data without the Internet connection. First, check that your computer must be connected to the Internet.

On the Internet connection, if the situation would not change, in case the status is "Offline", check your proxy settings and network environment. Those may not allow the polling from the client software to the e-Parcel servers. If you are not applicable to these cases of attention 1, 2 or 3 just below, refer to the following check points in case of "Offline".

Attention 1. An e-Parcel ID is NOT available to multiple computers. One e-Parcel ID must be set up on one computer only. If you have installed and set up a same e-Parcel ID on the client software of another computer, the client software with previous installation must be "Offline" and dysfunctional. Refer to the Q&A page and take the necessary procedure where applicable.

Attention 2. Only for users who the "Password Protect" function has been enabled ("Yes"). If e-Parcel "Password Protect" function has been set "Yes" and when an e-Parcel password is changed on the "User Info" menu of e-Parcel Secure Enterprise - Web Browser, for re-authenticating, you also must configure the client software to change to new login password. Unmatched password between the e-Parcel server and the client software causes the client software to be "Offline" with authentication failed. Refer to the Q&A page and take the necessary procedure where applicable.

Attention 3. VCN-CommCenter 7.0 or later is available to multiple Windows user accounts on a same computer. If you sign in Windows with a different user account and then start VCN-CommCenter without setup on a same computer, the VCN-CommCenter GUI usually opens to be "Offline" without display any folder tree (inbox and outbox). The tool buttons are also disabled on the GUI. If you wish to use VCN-CommCenter with another Windows user account, you need to install the client digital certificate to auto-setup. Refer to the Q&A page and take the necessary procedure where applicable.

Procedure Check points in case of "Offline" 
  1. In advance, check that your computer must be connected to the Internet.

  2. [ Not applicable users to attention 1, 2 and 3 above ]

    Although you must have the Internet connection on your computer, if in case the status is "Offline" on the client software, check your proxy settings and network environment. See the followings.

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Procedure Check point 1. 
  1. 1. Try to access the address of this site URL below.

    (Verify whether HTTPS requests through a browser application can reach to the e-Parcel servers.)

    Visit the URL of the "e-Parcel Secure Enterprise - Software Download Site".

    URL (This web site):https://www.e-parcel.ne.jp/

  2. [ When you succeed in accessing ]

    When this site is shown, HTTPS requests through a browser application have normally reached to the e-Parcel servers.

    First, try auto-setup on the client software to detect your network settings from Windows again.

    →[For VCN-CommCenter 7.0 or later]
    Double-click the "e-Parcel x.x" shortcut icon on the desktop to start and open the VCN-CommCenter GUI. And then access the menu Tools > Auto Setup. When setup complete, confirm the status is "Online" on the bottom-right of the VCN-CommCenter GUI.

    →[For VCN-AX 4.0 or later]
    Right-click the e-Parcel icon on the taskbar notification area to open the pop-up menu. Select the "Auto Setup". When setup complete, to confirm the status is "Online", open the VCN-AX Management Console, click the menu Authorization (Credential) and then check the "System Status" field.

    * For Windows 10: If the e-Parcel icon will not be shown on the taskbar notification area, right-click on the taskbar then select the "Taskbar settings" from the menus appeared. (Or, access the Windows Start menu > Windows System > Control Panel > Appearance and Personalization > Taskbar and Navigation) In the pane "Taskbar", locate the "Notifications Area", click on the "Select which icons appear on the taskbar". The "VCN-AX Manager [e-Parcel VCN-AX]" will be listed. Change this setting to "On"

    * For Windows: If the e-Parcel icon will not be shown on the taskbar notification area, click the arrow next to the notification area on the taskbar. (Or, access the Windows Start menu > Control Panel > Appearance and Personalization > "Customize icons on the taskbar") In the pane "Notifications Area Icons" of Windows taskbar, select the "VCN-AX Manager [e-Parcel VCN-AX]" from the list and then change this setting to the "Show icon and notifications".

    While auto-setup...

    * If the "Select a Certificate" dialog appears, select your e-Parcel client digital certificate and then click the "OK" button.
    [For Windows 10] Click "More choices" on the "Select a Certificate" dialog to view all certificates. Then, select one.

    * If your network is set the proxy server that requires user authentication, the "Proxy Authentication Required" dialog will appear. Input user name and password for the proxy server authentication and then click the "OK" button to authenticate. If you are not sure of the proxy authentication information, contact your company's network administrator to obtain the correct information.

    * Additionally, if using the proxy server with NTLM or Integrated Windows Authentication,

    [For VCN-CommCenter 7.0 or later]
    Leave blank all in the "Proxy Authentication Required" dialog. (Therefore, when it is not given any proxy credentials, Windows Single Sign On function will work to apply Windows user account name and password for authentication automatically.)
    However, if you run the previous version 7.0.7012 or lower, if the "Proxy Authentication Required" dialog appears again depending on your network environment even in blank, or if the error message "Proxy Authentication Failed / Proxy Authentication Rejected" may appear, your "Windows user account name@domain" as a user name and password must be required to input.

    [For VCN-AX 4.0 or later]
    Input your "Windows user account name@domain" as a user name and password in the fields of authentication information (User name, Password).

    * If previous installation authenticated with same e-Parcel ID found, the confirmation dialog may appear. There may exist another client in which the same certificate has been imported. Proceeding setup may cause it dysfunctional such as delivery failure. Click the "OK" button to proceed, if you allow it.

  3. [ When you failed in accessing ]

    When this site is not shown, HTTPS requests through a browser application may not be allowed to the e-Parcel service domain.

    First, check your proxy settings of the browser and network environment whether have been set the wrong proxy settings or any access control. (Including the settings of your proxy server or any applications for security measures)

    ①If your browser or computer is configured a proxy server, confirm that your proxy server information is correctly input.

    Windows "Start" menu > Windows System > Control Panel > Network and Internet > "Internet Options".

    The "Internet Properties (Internet Options)" > Connections tab > LAN settings button. The Local Area Network (LAN) Settings dialog opens. Confirm your proxy server settings.

    * If you are not sure of the correct proxy server information, obtain the correct information to ask your network administrator.

    When the situation is changed by modifying your proxy settings, take the following procedure on the client software to automatically detect new proxy settings from Windows.

    →[For VCN-CommCenter 7.0 or later]
    Restart VCN-CommCenter. To exit (shutdown) VCN-CommCenter, access the menu File > Exit on the VCN-CommCenter GUI. To launch VCN-CommCenter, double-click the "e-Parcel x.x" shortcut icon on the desktop. Then, confirm the status is "Online" on the bottom-right of the VCN-CommCenter GUI.

    →[For VCN-AX 4.0 or later]
    Right-click the e-Parcel icon on the taskbar notification area to open the pop-up menu. Select the "Auto Setup". When setup complete, to confirm the status is "Online", open the VCN-AX Management Console, click the menu Authorization (Credential) and then check the "System Status" field.

    * For Windows 10: If the e-Parcel icon will not be shown on the taskbar notification area, right-click on the taskbar then select the "Taskbar settings" from the menus appeared. (Or, access the Windows Start menu > Windows System > Control Panel > Appearance and Personalization > Taskbar and Navigation) In the pane "Taskbar", locate the "Notifications Area", click on the "Select which icons appear on the taskbar". The "VCN-AX Manager [e-Parcel VCN-AX]" will be listed. Change this setting to "On"

    * For Windows: If the e-Parcel icon will not be shown on the taskbar notification area, click the arrow next to the notification area on the taskbar. (Or, access the Windows Start menu > Control Panel > Appearance and Personalization > "Customize icons on the taskbar") In the pane "Notifications Area Icons" of Windows taskbar, select the "VCN-AX Manager [e-Parcel VCN-AX]" from the list and then change this setting to the "Show icon and notifications".

    ②If your network is configured a proxy server that requires user authentication, the "Proxy Authentication Required" dialog will appear. Confirm whether you input correctly user name and password for the proxy server authentication.

    →When the proxy authentication information has been changed, input the correct user name and password and then click the "OK" button on the "Proxy Authentication Required" dialog. Then, confirm the status is "Online" on the client software.

    * Additionally, if using NTLM proxy-authorization,

    [For VCN-CommCenter 7.0 or later]
    Set blank all in the "Proxy Authentication Required" dialog. (Therefore the client software provides the function to automatically detect Windows user account name and password for NTLM proxy authentication when it is not given any authentication info.)
    However, if you run the previous version 7.0.7012 or lower, if the "Proxy Authentication Required" dialog appears again depending on your network environment even in blank, or if the error message "Proxy Authentication Failed / Proxy Authentication Rejected" may appear, your "Windows user account name@domain" as a user name and password must be required to input.

    [For VCN-AX 4.0 or later]
    Input your "Windows user account name@domain" as a user name and password in the fields of authentication information (User name, Password).

    * If you are not sure of the proxy authentication information, obtain the correct information to ask a network administrator in your company.

    ③To confirm your proxy settings configured in the client software, view the following pane after the client software gets starting.

    →[For VCN-CommCenter 7.0 or later]
    On the left side pane of the VCN-CommCenter GUI, click your e-Parcel ID (Default: in the "Display Name" field) on the top of a folder tree. The User Configuration pane is shown. Confirm the "Proxy settings" fields.

    * Refer to the section "Proxy settings" of the e-Parcel VCN-CommCenter 7.0 / 8.0 Users manual.

    →[For VCN-AX 4.0 or later]
    Open the VCN-AX Management Console, click the menu Configuration > User Config and then confirm the each proxy settings field.

    ④If your computer or network environment have any access control (Including the system settings of your proxy server or any applications for security measures), please be sure below.

    Your computer or network environment must NOT have the access control such as block HTTPS request [Port=443] to the e-Parcel service domain as of [https://*.e-parcel.ne.jp] and [https://*.e-parcel.com] (Note: The asterisk mark * will be replaced with the multiple e-Parcel servers names during the e-Parcel service communications.). If you are not clear about that, would you please consult your network administrator to modify the system settings?

    →When the situation is changed by modifying the access control of your computer or network environment, for a while, the client software will be "Online" automatically due to polling to the e-Parcel servers. (If you would check immediately, on VCN-CommCenter GUI, click the Reload button, or on the VCN-AX Management Console, click the Reload button on Inbox or Outbox menu.)

  4. Even you make sure that HTTPS requests through your computer or network must be allowed to the e-Parcel service domain, if the status "Offline" situation still would not be changed, proceed to the Check point 2.

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Procedure Check point 2. 
  1. 2. Confirm the application logs on the client software.

    →[For VCN-CommCenter 7.0 or later]
    Access the menu Help > Show Log on the VCN-CommCenter GUI. The Application Log dialog opens. It will show the current log messages which have been output to a log file (vcncc.log).

    * Once a current log file is archived to the folder for archives, the button on the right of "Archives" field will be activated. Click the button to select and show one of the past log files archived on the Application Log dialog.

    * Refer to the section "Show Log" of the e-Parcel VCN-CommCenter 8.0/7.0 Users manual.

    →[For VCN-AX 4.0 or later]
    Open the VCN-AX Management Console, click the menu Configuration > System Log. The new tab "System Log" opens. It will show the current log messages which have been output to a log file (vcnax.log).

    * Once a current log file is archived to the folder for archives, the past log files archived will be listed by clicking the "Past Logs" menu. Select and show one of the past log files on the tab "System Log".

    * Refer to the section "View System Log" of the e-Parcel VCN-AX 4.0 / 4.5 Quick Guide.

    When the application log is shown, check any error log messages which you might take a hint from.

    For example that happens often, in case the log message "...Proxy Authentication Rejected...", as already described above at check point 1- ②, you failed in user authentication required on your proxy server. You might input the wrong user name or password. Obtain the correct authentication information to ask your network administrator and then try again.

    * If using NTLM proxy-authorization,
    [For VCN-CommCenter 7.0 or later]
    Set blank all in user name and password fields for proxy authentication, and then try again. However, if running the previous version 7.0.7012 or lower, a "Windows user account name@domain" as a user name and password must be required to input.

    [For VCN-AX 4.0 or later]
    Confirm a "Windows user account name@domain" as a user name and password, and then try again.

  2. [ If the situation would not be changed ]

    Although you take necessary changes through the check point 1 and 2 above, if the status "Offline" situation would not be changed, let us know your e-Parcel ID and the situation in detail by e-mail to the e-Parcel customer support with your application log files attached.

    For technical inquiry and request, please e-mail to the e-Parcel Customer Support (support@e-parcel.co.jp) with your e-Parcel ID specified. Our customer support is available by e-mail in Japanese or English. We are afraid that we will reply to you in our business hours (Mon - Fri 9:00 - 17:00JST).

    →Please be sure to specify your e-Parcel ID when inquiry emailing.

    →It would be appreciated if you could attach your application log files when inquiry emailing.

    [ How to show and save the application log files on VCN-CommCenter 7.0 or later ]

     · Current log:

    1. Access the menu Help > Show Log on the VCN-CommCenter GUI. The Application Log dialog opens.

    2. Click the Current Log button to refresh. Click the Export log button to save a current log file [vcncc.log] on the desktop in your computer. And then, attach it.

     · Past logs archived:

    To attach the past log files archived,

    1. Access the menu Help > Show Log on the VCN-CommCenter GUI. The Application Log dialog opens.

    2. Once a current log file is archived to the folder for archives, the button on the right of "Archives" field will be activated. Click the button to select and show one of the past log files archived. Click the Export log button to save a past log file [vcncc+yymmdd.log] or [vcncc+yymmdd.log] on the desktop in your computer. Repeat this step when needed. And then, attach those.

    [ How to show and attach the application log files on VCN-AX 4.0 or later ]

     · Current log:

    Show the current log. Open the VCN-AX Management Console, click the menu Configuration > System Log.

    To attach the current log file,

    Directly locate the current log file [vcnax.log] output in the e-Parcel system folder C:\e-Parcel\VCN-AX x.x. And then, attach it.

     · Past logs archived:

    Show the past logs. Open the VCN-AX Management Console, click the menu Configuration > System Log > Past Logs. Select one from the list.

    To attach the past log files archived,

    Directly locate the past log files [vcnax+yymmdd.log] or [vcnax+yymmdd.log] archived in the e-Parcel system folder C:\e-Parcel\VCN-AX x.x\logs. And then, attach those.

  3. * For more details in configuring and using software, download the users manual from this site and then refer.