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. Firstly 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. Refer to the following check points in case of "Offline" where not applicable to the situation of attention 1, 2 and 3 just below.

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 is available to multiple logon user accounts of Windows on a same computer. If you log on to Windows with a different logon user account and then start VCN-CommCenter 7.0 without setup on a same computer, the VCN-CommCenter GUI usually opens to be "Offline" without any folder tree shown (The tool buttons are disabled.). If you wish to use VCN-CommCenter 7.0 with another logon user account of Windows, 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 URL of our site for this service.

    (Verify whether HTTPS requests through your web browser reach to the e-Parcel servers.)

    Access the Windows Internet Explorer (IE) as your web browser and then visit the URL for the "e-Parcel software download site".

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

  2. [ When you succeed in accessing ]

    When the site is shown, HTTPS requests through your web browser have normally reached to the e-Parcel servers.

    Firstly, try auto-setup on the client software to detect your network settings from Windows (IE) again.

    →[For users of VCN-CommCenter 7.0] Double-click the "e-Parcel 7.0" shortcut icon on your desktop to start the VCN-CommCenter. Then access the menu Tools > Auto Setup on the VCN-CommCenter GUI. When setup complete, confirm the status is "Online" on the bottom-right of the VCN-CommCenter GUI.

    →[For users of VCN-AX 4.5/4.0] Right-click the e-Parcel notification area icon on the taskbar to open the pop-up menu. Select the "Auto Setup" menu. 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: If the e-Parcel notification area icon will not be shown on the Windows taskbar, 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".

    * For Windows 10: If the e-Parcel notification area icon will not be shown on the Windows taskbar, right-click on the taskbar then select the "Taskbar settings" from the menus appeared. (Or, access the Windows Start menu > Windows System > Control Panel > 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"

    While auto-setup...

    * If the "Select a Certificate" dialog appears, select your e-Parcel client digital certificate and then click the "OK" button.

    * If your network is set the proxy server that requires user authentication, the "Proxy Authentication Required" dialog will appear. Input your proxy user name and password and then click the "OK" button to authenticate. If you forget your proxy user name and password to authenticate, contact your company's network administrator to obtain the correct information.

    * Additionally, if using NTLM proxy-authorization,
    [For users of VCN-CommCenter 7.0] Set blank all in the "Proxy Authentication Required" dialog. (Therefore the client software provides the function to automatically detect Windows logon user account name and password for NTLM proxy authentication when it is not given any authentication info.)
    However, if running the previous version 7.0.7012 or lower, and if the "Proxy Authentication Required" dialog or the message "Proxy Authentication Failed / Proxy Authentication Rejected" might appear again depending on your environment even in blank, a "Windows logon user account name@domain" as a user name and password must be required to input.
    [For users of VCN-AX 4.5/4.0] Input a "Windows logon 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 permit.

  3. [ When you failed in accessing ]

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

    Firstly, check your proxy settings of web 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 web browser is set a proxy server, confirm whether your proxy server information is correctly configured on your web browser (IE) or not.

    On the Windows Internet Explorer, access the menu Tools > 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 of IE, you need to configure the client software again. Take the following procedure to automatically detect new proxy settings from IE on the client software.

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

    →[For users of VCN-AX 4.5/4.0] Right-click the e-Parcel notification area icon on the taskbar to open the pop-up menu. Select the "Auto Setup" menu. 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: If the e-Parcel notification area icon will not be shown on the Windows taskbar, 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".

    * For Windows 10: If the e-Parcel notification area icon will not be shown on the Windows taskbar, right-click on the taskbar then select the "Taskbar settings" from the menus appeared. (Or, access the Windows Start menu > Windows System > Control Panel > 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"

    ②If your web browser is set a proxy server that requires user authentication, the "Proxy Authentication Required" dialog will appear. Confirm whether you correctly input your proxy user name and password to authenticate.

    →When the proxy authentication information has been changed, input the correct proxy 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 users of VCN-CommCenter 7.0] Set blank all in the "Proxy Authentication Required" dialog. (Therefore the client software provides the function to automatically detect Windows logon user account name and password for NTLM proxy authentication when it is not given any authentication info.)
    However, if running the previous version 7.0.7012 or lower, and if the "Proxy Authentication Required" dialog or the message "Proxy Authentication Failed / Proxy Authentication Rejected" might appear again depending on your environment even in blank, a "Windows logon user account name@domain" as a user name and password must be required to input.
    [For users of VCN-AX 4.5/4.0] Input a "Windows logon 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 view the proxy settings of the client software, open the following window after the client software gets starting.

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

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

    →[For users of VCN-AX 4.5/4.0] 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 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 (The asterisk mark * will be replaced with the multiple e-Parcel servers names during the e-Parcel service communications.). If your computer or network environment is not clear, 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 automatically be polling to the e-Parcel servers and then become "Online" automatically. (If you would check immediately, on VCN-CommCenter 7.0, click the Reload button, or on the VCN-AX 4.5/4.0 Management Console, click the Reload button on Inbox or Outbox window.)

  4. Once you are sure that HTTPS requests through your computer or network must be allowed to the e-Parcel service domain, if the situation would not change, in case the status is "Offline", proceed to the Check point 2.

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

    →[For users of VCN-CommCenter 7.0] Access the menu Help > Show Log on the VCN-CommCenter GUI. The Application Log dialog is opened. 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 7.0 Users manual.

    →[For users of VCN-AX 4.5/4.0] Open the VCN-AX Management Console, click the menu Configuration > System Log. The new tab "System Log" is opened. 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 "System Log" window.

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

    After the application log is shown on the client software, check the log messages whether any error messages have been output. You might take a hint from it.

    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 and password. Obtain the correct authentication information to ask your network administrator and then try again.

    (* If using NTLM proxy-authorization, [For users of VCN-CommCenter 7.0] 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 logon user account name@domain" as a user name and password must be required to input. [For users of VCN-AX 4.5/4.0] Confirm a "Windows logon user account name@domain" as a user name and password, and then try again.)

  2. [ If the situation would not change ]

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

    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 the 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 ]

     · Current log:

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

    2. Click the Current Log button to refresh. Click the Export log button to save a current log file [vcncc.log] in desktop of your computer. 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 is opened.

    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] in desktop of your computer. Repeat this step when needed. Then attach them.

    [ How to show and attach the application log files on VCN-AX 4.5/4.0 ]

     · 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] which has been output to the e-Parcel system folder C:\e-Parcel\VCN-AX 4.5 or C:\e-Parcel\VCN-AX 4.0. 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] which have been archived to the e-Parcel system folder C:\e-Parcel\VCN-AX 4.5\logs or C:\e-Parcel\VCN-AX 4.0\logs. Then attach them.

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