Regional Aircraft Customer Portal

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What You Need

Please make sure that JavaScript and Cookies are turned on within your browser settings. This site makes extensive use of JavaScript in various tasks like performing form validations. The cookies are required to track user sessions. This site requires that cookies be allowed to download and stay resident on local machine while the user is surfing the site. The presence of cookies these days on local machines is very common.

Recommended Client Requirements:

Internet Explorer 6 or 7 or Mozilla Firefox 3.0.11.
*.regional-services.com is defined in Internet Explorer¿s local intranet zone.
.NET Framework 2.0. Download from Microsoft's Website. Note: .NET compact framework 2.0 is NOT a valid option
The Windows installer package ssoDeploy.msi needs to be installed. Click here for more technical information. The file can be downloaded from the following link:
http://www.regional-services.com/ssodeploy2.msi
Ability to store cookies on local machine.
JavaScript enabled on Browsers.
Connectivity to the Internet.
HTTP protocol outbound access on Port 80 through firewall.
Macromedia Flash plug-in.
Adobe Acrobat Reader. Download free.
Broadband internet connection. You can check your internet connection speed here.

Note:

Please note that the "Remember my username" option on the RA-Portal's login page will only work if you have cookies enabled (a requirement for this site). You will need to reset this option any time browser cache is cleared that includes removal of any stored cookies locally on the client.

Frequently Asked Questions (FAQs)

Here you will find answers to the most common trouble shooting issues with the Regional Aircraft Customer Portal pre-requisites and logon. If you cannot find the answer to your specific problem then please contact us.

One Log on Setup Issues

Q. I receive an Error that the MSI did not complete successfully
A. Some Non-English Operating Systems do not have the directory structure "C:\Program Files". This directory (with English spelling) is required.

Q. The MSI install failed with Error 2869
A. This error is usually related to trying to install the MSI on Windows Vista. At this time, Customer Portal does not support Vista. See the "Vista Workaround" section for possible solutions.

Q. I am not able to deploy the MSI file through the network
A. To install the MSI locally complete the following steps:

Place the ssoDeploy.msi in the root drive (C:\).
Click start -> run.
Type msiexec /i "c:\ssoDeploy.msi" /passive.

Q. How do I know the MSI is Installed Successfully?
A. Check that the deployment directory was created in c:\Program Files\RA-PORTAL\ssoDeploy.

Q. I have the .net 2.0 framework installed but there is not a security.config file.
A. Log on to the workstation with administrator privileges. Then click start -> run and type CMD. In the command window type cd \windows\Microsoft.NET\Framework\v2.0.50727. Type the command caspol.exe -reset. When prompted to continue type Y. Note: The msi must be reinstalled after the .net configuration is repaired.

Logon Issues

Q. After logon I receive the message "object does not support this property or method.
A. The url *.regional-services needs to be added to the local intranet sites.

in IE7 from the top menu select Tools -> internet options
Click on the security tab then on the local intranet icon.
Click the sites button.
Click advanced
enter the URL *.regional-services.com and click add
Click close, OK and OK to exit the internet options window
Restart the Browser

Q. After logon I receive the message "http 404 file not found"
A. The user certificate is not found in the database. Contact RA-E Business for assistance.

Q. After logon I receive the message "407 proxy authentication required"
A. Have your IT department check the following:

Verify that the network proxy device does not prevent Byte Stream traffic from the Regional-Services.com website
Verify that the network proxy is not requiring Authentication to download a file
Check that the file security.config exists in the directory c:\windows\Microsoft.NET\FRAMEWORK\v2.0.50727\CONFIG\

If all of the above are ok then the problem is most likely an issue with the machine.config file. Have your IT department complete the following steps: Open Windows Explorer and open machine.config from \WINDOWS\Microsoft.NET\Framework\v2.0.50727\CONFIG\ Add following just prior to </configuration>
   <system.net>
   <defaultProxy enabled="true" useDefaultCredentials="true" />
   </system.net>
Save the File

Q. How do I verify that the user certificate is downloaded?
A. Open Internet Explorer. Click on Tools -> Internet Options. Select the content tab and click on the certificate button. The user certificate should be displayed.

Q. I have installed the pre-requisites on Vista, but it is not downloading the user cert at login.
A. Vista includes a UAC (user account control) component that prevents the certificate from downloading. To turn off the UAC complete the following steps:

Launch MSCONFIG - click start -> run, type msconfig and hit enter.
Click on the Tools tab. Scroll down till you find "Disable UAC" . Click on that line.
Press the Launch button.
A CMD window will open. When the command is done, you can close the window.
Close MSCONFIG. You need to reboot the computer for changes to apply.
Note that you can re-enable UAC by selecting the "Enable UAC" line and then clicking on the Launch button.

Additional options for dis-abling/re-enabling UAC can be found here

Note:

dis-abling/re-enabling UAC requires a reboot.

Q. When I logon to iSapphire I see broken images and/or page not found errors.
A. Verify with your IT department that the iSapphire website is not being blocked by any virus scan utilities.

Q. When I logon to iSapphire I am asked to choose a digital certificate.
A. The iSapphire digital certificate will be an 8 character certificate starting with 10 (i.e. 10000000.p12) You can change your browser settings to remove the prompt when only one digital certificate is present by completeing the following steps

In IE select Tools -> Internet Options --> Security
Select the internet zone then click Custom Level
Scroll down to the "Miscellaneous" section
Find the item for Don't prompt for client certificate selection when no certificates or only one certificate exists

Check the Enable radio button then click OK on the open windows

Q. After log on, I cannot access any services that I could access before?
A. Open your web browser and delete 'cookies' (eg. Open Internet Explorer > Tool > Internet Options > Delete Cookies and click OK)

Windows Vista

Q. Does the Customer Portal work with Windows Vista?

Note: Customer Portal does not yet support Windows Vista. The instructions listed in the document linked below have not been fully tested.

Click here for instructions on how to install the Customer Portal Pre-requisites manually. *Note: This requires the root certificate. Please contact us for the certificate

Firefox

Q. After log on, I do not recieve my user certificate.
A. Verify that you have followed the ssoDeploy setup instructions for Firefox.

Q. What versions of Firefox does ssoDeploy support?
A. At this time, Customer Portal only supports Firefox 3.0.11

Q. How do I check my Firefox version?
A. From the Firefox toolbar, select "Help" and then click "About Mozilla Firefox"

Internet Explorer (IE) 8

Q. Does Customer Portal work with Internet Explorer (IE) 8?
A. At this time, Customer Portal has not been certified to work with Internet Explorer (IE) 8. If you have upgraded to IE8 there is a Microsoft knowledge base article here for reverting back to a previous browser version.