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Archived - iTools: Repeated Requests to Install; Cannot Log In

With iTools already installed on your computer, you cannot log in at the iTools Web page. An alert states that you must install iTools. This article lists things to check that may resolve the issue.

This article has been archived and is no longer updated by Apple.
Symptom

With iTools already installed on your computer, you attempt to log in to iTools and an alert appears. It states that your computer is not correctly set up and that you must install iTools. This cycle repeats itself endlessly.


Solution

The issue can usually be resolved by checking and correcting the items listed below. There is one list of items for users of Microsoft Internet Explorer and another for users of Netscape Navigator/Communicator.

Microsoft Internet Explorer

  • Use Microsoft Internet Explorer version 5 or later.
  • Using Sherlock 2, locate all copies of the iTools installer software. Drag them to the Trash and empty the Trash. Then download a new copy of iTools installer software and use it.
  • Make sure that the Text Encoding Converter extension is installed in the Extensions folder located in the System Folder.
  • Close all other applications before installing iTools.
  • Verify that the default Web browser specified in the Internet control panel is indeed the Web browser you are using. If you have more than one copy of your Web browser on your hard disk, be sure that the copy specified in the Internet control panel is the copy you are using.
  • Open Microsoft Internet Explorer preferences within the Web Browser section and select Advanced. Within the Cache area select "Empty Now". Select Cookies within the Receiving Files section delete all cookies listed under Server from the mac.com domain.
  • Check these Internet Explorer preferences and set them as follows:
    • Cookies are allowed.
    • Plug-ins, ActiveX, and Scripting are enabled.
    • Java is enabled.
    • JavaScript is enabled.
    • Security is set to Medium.
  • Verify that the Microsoft Internet Explorer application is in the folder in which it was originally installed.
  • The Microsoft Internet Explorer application and the Plug-ins folder should both be in the same folder. (This is how the software is originally installed.)
  • Use the Extensions Manager control panel to set the extensions set to Mac OS 9 all, then restart the computer.
    If this resolves the issue, review document 30929 "Mac OS: Extension Conflict Troubleshooting/Extensions Manager Features".

Netscape Navigator/Communicator
  • Use Netscape Navigator/Communicator version 4.5 through 4.76 (Netscape 6 is not compatible with iTools).
  • Using Sherlock 2, locate all copies of the iTools installer software. Drag them to the Trash and empty the Trash. Then download a new copy of iTools installer software and use it.
  • Make use the Text Encoding Converter extension is installed in the Extensions folder located in the System Folder.
  • Close all other applications before installing iTools.
  • Verify that the default Web browser specified in the Internet control panel is indeed the Web browser you are using. If you have more than one copy of your Web browser on your hard disk, be sure that the copy specified in the Internet control panel is the copy you are using.
  • Open Netscape preferences and empty the cache.
  • Check these Netscape preferences and set them as follows:
    • Cookies are allowed.
    • Java is enabled.
    • JavaScript is enabled.
  • Verify that the Netscape Navigator/Communicator application is in the folder in which it was originally installed.
  • The Netscape Navigator/Communicator application and the Plug-ins folder should both be in the same folder. (This is how the software is originally installed.)
  • Verify that the Netscape Preference files are located in the Netscape Users folder in the Preferences folder.
  • Use the Extensions Manager control panel to set the extensions set to Mac OS 9 all, then restart the computer.
    If this resolves the issue, review document 30929 "Mac OS: Extension Conflict Troubleshooting/Extensions Manager Features".

This article provides information about a non-Apple product. Apple Computer, Inc. is not responsible for its content. Please contact the vendor for additional information.

The following article can help you search for a particular vendor's address and phone number:

Article 17159: "Locating Vendor Information"

Last Modified: Feb 18, 2012
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  • Last Modified: Feb 18, 2012
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