If the system status is "Offline" when you start the e-Parcel client software.

 You cannot send and receive any data using the e-Parcel client software without Internet connection. First, check your Internet connection to work in a computer.

Even though there is a connection via Internet normally, if it shows still the system status "Offline", check your computer and network environment including proxy server and security applications. Those may have any access control such as block or analysis of HTTPS protocol communications [Port=443] to the e-Parcel service domains as of [https://*.e-parcel.com] and [https://*.e-parcel.ne.jp]. If you are not applicable to the cases of Attention 1, 2 or 3 just below, refer to the following check points in the case of "Offline".

Attention 1. The e-Parcel service has adopted the client digital certificate for mutual recognition between the server and a client. (Authentication) Therefore, one e-Parcel ID is NOT available to use in the multiple computers. If a same e-Parcel ID (e-Parcel client digital certificate) is set up to the e-Parcel client software in another computer, it is made unavailable in the previous computer. That must cause the previous installation dysfunctional (offline). Refer to this Q&A page and take the necessary operations by yourself for the appropriate use.

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" due to authentication failed. Refer to this Q&A page and take the necessary procedure when applicable.

Attention 3. VCN-CommCenter 7.0 or later is available to multiple Windows user accounts in a same computer. If you sign in Windows with a different user account and start VCN-CommCenter in a same computer, the VCN-CommCenter GUI is usually opened in "Offline" state for the first time. It cannot display any folder tree (inbox and outbox), and the tool buttons are also disabled until you auto-setup the certificate. When you wish to use VCN-CommCenter with other Windows user accounts, be sure to install the client digital certificate in Windows in advance, and then auto-setup in VCN-CommCenter. Refer to either this Q&A page or this Q&A page and take the necessary procedure when applicable.

 Check point 1. 

1. 1. In your computer, sign in Windows with the same user account which you have already installed (imported) your client digital certificate. Launch the browser application.

   Please try to access the URL below that has our domain of the e-Parcel service.

   (Verify whether SSL connections through a browser application can communicate to the e-Parcel servers.)

   * Attention: To access the URL of the "e-Parcel Secure Enterprise - Web Browser" below, you are required to install your client digital certificate in Windows in advance.

   * Usually you have installed (imported) a client digital certificate in Windows when the first software installation. In that case, you should be able to access it in the current computer.

   * If you need to install a certificate again, re-download your e-Parcel client digital certificate from this site.

   Visit the following URL of the "e-Parcel Secure Enterprise - Web Browser".

     URL: https://secure.e-parcel.ne.jp/

   * When you click the URL above, the e-Parcel server requires a certificate for authentication. On the browser application, click a certificate displaying your e-Parcel ID and click "OK" button.

    A. When you succeeded in opening the "e-Parcel Secure - Web Browser" window, click here. 

    B. If you failed to open the "e-Parcel Secure - Web Browser" window, click here. 

   

2. [ A. When you succeeded in opening the "e-Parcel Secure - Web Browser" window ]

   When the e-Parcel service window is opened normally, SSL connections through a browser application have communicated to the e-Parcel servers successfully.

   A-① First, try again to auto-setup in the e-Parcel client software. (This function will detect your current network settings from Windows.)

   →[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 select the menu Tools > Auto Setup. When setup complete, confirm that the status is "Online" on the bottom-right of the VCN-CommCenter GUI.

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

   * For Windows 10 or later: If Windows does not show the e-Parcel icon in the notification area on the taskbar, right-click on the taskbar, then select "Taskbar settings" from menu. (Or, select the Windows "Start" menu > Windows System > Control Panel > Appearance and Personalization > Taskbar and Navigation) On the Settings "Taskbar" window, under "Notifications Area", click "Select which icons appear on the taskbar". The icons list is displayed. Turn on the "VCN-AX Manager x.x" toggle to apply change to "On".

   * For Windows 8 or earlier: If Windows does not show the e-Parcel icon in the notification area on the taskbar, click the arrow next to the notification area on the taskbar. (Or, select the Windows "Start" menu > Control Panel > Appearance and Personalization > "Customize icons on the taskbar") On the "Notifications Area Icons" dialog, change the "VCN-AX Manager x.x" to "Show icon and notifications" as the behavior.

   While auto-setup...

   * If the "Select a Certificate" dialog appears, carefully select a client certificate of your e-Parcel ID. Then, click the "OK" button to begin auto-setup.
   [For Windows 10 or later] 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 earlier, if the "Proxy Authentication Required" dialog appears again depending on your network environment despite 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 are 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.

   A-② Although you did auto-setup, if the situation would not change, in case of the status "Offline",

   → Additionally, check your computer and network environment, or consult your network administrator as described in the following section [ B. If you failed in accessing URL (B-④) ].

   For mor details, click here 

   

3. [ B. If you failed to open the "e-Parcel Secure - Web Browser" window ]

   When the e-Parcel service window is not opened, your computer or network environment may have any access control such as block or analysis of SSL connections to the e-Parcel service domains.

   Check your proxy settings of your browser, computer and network environment whether have not been set the wrong proxy settings or any access control as described below ① to ④. (Check the system settings of proxy server, firewall, any applications for security measures or etc.)

   B-① If 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.

   * For your information [To open the "Proxy" dialog from Microsoft Edge]

   Launch Microsoft Edge. On the upper-right of Toolbar, click […] (Settings and more) > Settings (gear mark) > System and performance > System > Open your computer's proxy 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, select 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 that the status is "Online" on the bottom-right of the VCN-CommCenter GUI.

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

   * For Windows 10 or later: If Windows does not show the e-Parcel icon in the notification area on the taskbar, right-click on the taskbar, then select "Taskbar settings" from menu. (Or, select the Windows "Start" menu > Windows System > Control Panel > Appearance and Personalization > Taskbar and Navigation) On the Settings "Taskbar" window, under "Notifications Area", click "Select which icons appear on the taskbar". The icons list is displayed. Turn on the "VCN-CommCenter x.x" toggle to apply change to "On".

   * For Windows 8 or earlier: If Windows does not show the e-Parcel icon in the notification area on the taskbar, click the arrow next to the notification area on the taskbar. (Or, select the Windows "Start" menu > Control Panel > Appearance and Personalization > "Customize icons on the taskbar") On the "Notifications Area Icons" dialog, change the "VCN-CommCenter x.x" to "Show icon and notifications" as the behavior.

   B-② If 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 that 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 earlier, if the "Proxy Authentication Required" dialog appears again depending on your network environment despite 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 are 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.

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

   →[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 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 each proxy settings field.

   B-④ If your computer or network environment (the proxy server, firewall, any applications for security measures or etc.) have any access control such as block or analysis of SSL connections, please be sure the network settings as below.

   You need to allow (exclude from target) HTTPS protocol communications [Port=443] to the e-Parcel service domains as of [https://*.e-parcel.ne.jp] and [https://*.e-parcel.com] (The wildcard domain: The asterisk mark [*] would be replaced with a name of multiple servers via the e-Parcel service.).
   If you are not clear about that, would you please consult your network administrator to modify the network settings?

   →When the situation would change due to the setting changes for access control in your computer or network environment, for a while, the system status will be "Online" on the client software after automatically polling to the e-Parcel servers. (To promptly check, click the Reload button on the VCN-CommCenter GUI. For VCN-AX, click the Reload button of Inbox or Outbox menu on the VCN-AX Management Console.)

   

4. Although you allowed SSL connections to the e-Parcel service domains through your computer or network environment, if the situation would not change, in case of the status "Offline", proceed to the Check point 2.

 Check point 2. 

1. 2. Please show the application logs on the client software.

   →[For VCN-CommCenter 7.0 or later]
   Open the VCN-CommCenter GUI, on the menu bar, select Help > Show Log. The Application Log dialog is opened. It shows the current log messages which have been output to a current 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 Users manual.

   →[For VCN-AX 4.0 or later]
   Open the VCN-AX Management Console, click the menu Configuration > System Log. The new window "System Log" is opened. It shows the current log messages which have been output to a current 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 6.0 Quick Guide.

   We can confirm whether the application logs include any error log messages which might be helpful.

   Check the following point that happens often. In the case of the log message "...Proxy Authentication Rejected...", as already described above at check point 1. B-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 earlier, a "Windows user account name@domain" as a user name and password are 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 change ]

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

   For technical questions or request, please e-mail to the e-Parcel Customer Support at support@e-parcel.co.jp with your e-Parcel ID specified. Our customer support is available via e-mail in either Japanese or English. We are afraid that the inquiries outside of our business hours will be replied on the next business day. Our business hours (Mon - Fri 9:00 - 17:00JST)

   →Please make sure to let us know your e-Parcel ID when inquiry emailing.(*Required)

   →It would be appreciated if you could attach your application log files for our grasp of the situation and prompt trouble shooting.

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

    · Current log:

   1. Select 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. Select 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.