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Nielsen Extranet - Troubleshooting Guide
March 25, 2015
OVERVIEW
This document is intended to provide the following:
1. Step by step procedures for troubleshooting and solving issues in the following SharePoint applications:
 https://extranet.nielsen.com
 https://myextranet.nielsen.com
Using this Level 1 troubleshooting guide, please do necessary preliminary investigation and fix the
issues. For any additional support, Nielsen Extranet team have Level 2 support pool in SERVICEpoint
capable of troubleshooting issues as they arise.
Assignment Group: Extranet Corporate Support - L2
Please contact US Portal Center Services Admins with any further queries.
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1. Logging on to Nielsen Answers
Check list:
 User has a valid Nielsen Answers ID and the account has been active for 2 or more days
Users access Nielsen Extranet through the Nielsen Answers network – https://answers.nielsen.com
a) Enter your email address.
b) Enter your Nielsen Answers password if you are a client. If you are a Nielsen employee, you can use your
Enterprise/Active Directory password.
c) For any Password related issues you can contact Service Desk@ 888-484-2435 (or) log a ticket in
SERVICEpoint https://nielsen.service-now.com/navpage.do (or) use Forgotten Password link for
account/password related issues.
2. Access Issues
SharePoint works best with the Internet Explorer browser. Optimal IE settings are as follows: Confirm browser
security settings are set to “Automatic login with current username and password” → Open Internet Explorer
Tools →Internet Options →Security Tab →Trusted Sites →Custom Level →
Verify “Automatic login with current username and password” is selected
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a. Confirm *.nielsen.com in a trusted site zone:
Open Internet Explorer → Tools → Internet Options → Security Tab → Trusted Sites → Sites → Verify
*.nielsen.com is there and verify the check box “Require server verification (https :) for all sites in this
zone” is unchecked.
.
b. Verify settings, clear cookies, clear temporary files and clear stored passwords:
Open Internet Explorer → Tools → Internet Options → General Tab → Settings →
Verify “Check for newer versions of stored pages:” is set to “Automatically” → click OK.
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March 25, 2015
Open Internet Explorer → Tools → Internet Options → General Tab → Delete
3. User is getting Access Denied message accessing a specific site
Check list:
1. User has a valid Answers ID account and the account has been active for 2 or more days.
a. Access Denied with “Request access” link available

Click “Request access.” The request will be sent to the designated site owner. Only this site owner
can grant you access.
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b. If a user have read access but looking higher privilege /permission, you need to contact site owner.
Typically every site owner contact present on home page of the site.
Site Owner: To identify a site owner contact, you need to click on the “Nielsen Logo” which will
navigate to the top site.
4. Issues accessing a document library in Explorer View
If you encounter the following error messages:
a. The page cannot be displayed
•
Start → Settings → Control Panel → Administrative Tools → Services →
•
Verify status of the WebClient Service on the client machine. The Status should be “Started” and the
Startup Type should be “Automatic”.
•
If not Started, right click on the service to start it. A system reboot may be required if the service won’t
start.
•
Close all open browser sessions and attempt to access the document library again in “Explorer View.” →
If this doesn’t work, open a support ticket. To open a support ticket email the Help Desk at
[email protected], and one will be created. To expedite the request, provide the
following information:




User’s name.
User’s Nielsen Answers login account (company email address).
The complete URL (web address) of the site or site location the user is attempting to access.
Why the user needs access.
b. Your client does not support opening this list with Windows Explorer.

See section 9 below.
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5. Know File Upload Limits for Extranet sites
•
Application Name
File Upload Limit
Extranet.nielsen.com
500 MB and below
Myextranet.nielsen.com
50 MB and below
The following file extensions are blocked to prevent virus/malicious information/ files activating that might
interfere with SharePoint’s operation. Below are different file types are blocked
Ade; adp; asa; ashx; asmx; asp; bas; bat; cdx; cer; chm; class; cmd; cnt; com; config; cpl; crt; csh;
der; dll; exe; fxp; gadget; grp; Hlp; hpj; hta; htr; htw; ida; idc; idq; ins; isp; its; jse; json; ksh; lnk;
mad; maf; mag; mam; maq; mar; mas; mat; mau; mav; maw; mcf; mda; mdb; mde; mdt; mdw;
mdz; msc; msh; msh1; msh1xml; msh2; msh2xml; mshxml; msi; ms-one-stub; msp; mst; ops; pcd;
pif; pl; prf; prg; printer; ps1; ps1xml; ps2; ps2xml; psc1; psc2; pst; reg; rem; scf; scr; sct; shb; shs;
shtm; shtml; soap; stm; svc; url; vb; vbe; vbs; vsix; ws; wsc; wsf; wsh; xamlx;
Disclaimer | Privacy Statement
6. IE crashes when attempting to open files in a SharePoint document library
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Solution I – Run the Office Diagnostic Tool
a. Windows 7
1. In Control Panel, click Programs, and then click Programs and Features.
Note: In Classic view, double-click Programs and Features.
2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft
Office Starter 2010, and then click Change.
3. For the Remove Office user settings check box, do one of the following:
 If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the
check box.
 If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a
problem with settings that you want to fix, select the check box.
 If you want to save the Ribbon customizations but not the other Office settings, export the
ribbon customizations first (Ribbon customizations are not available in Office Starter 2010).
4. Click Repair.
b.
Windows Vista
1. In Control Panel, click Programs, and then click Programs and Features.
Note: In Classic view, double-click Programs and Features.
2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft
Office Starter 2010, and then click Change.
3. For the Remove Office user settings check box, do one of the following:
 If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the check
box.
 If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a
problem with settings that you want to fix, select the check box.
 If you want to save the Ribbon customizations but not the other Office settings, export the ribbon
customizations first (Ribbon customizations are not available in Office Starter 2010).
4. Click Repair.
c. Windows XP
1. In Control Panel, click Add or Remove Programs, and then click Change or Remove Programs.
Note: In Classic view, double-click Add or Remove Programs.
2. Click Microsoft Office Home and Business 2010, Microsoft Office Home and Student 2010, or Microsoft
Office Starter 2010, and then click Change.
3. For the Remove Office user settings check box, do one of the following:
 If you want to save Microsoft Office settings, such as Ribbon customizations, do not select the check
box.
 If you don't want to save the Office settings, such as Ribbon customizations, or if you are having a
problem with settings that you want to fix, select the check box.
 If you want to save the Ribbon customizations but not the other Office settings, export the Ribbon
customizations first.
4. Click Repair.
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Solution II
a. Open Microsoft Office Word b) Go to Help→ Detect and Repair→ Enable → Discard my customized
settings and restore default settings →click on Start Button.
b. Once it is completed, close all the open pages and try accessing the site.
Solution III
a. Do a search for "owssupp.dll". There should be more than one instance of it on the C:\Program
Files\Microsoft Office
b. Rename all instances of this file under this drive to owssupp.dll.old
7. Trouble with document upload.
Using Internet Explorer version 10, when you click on Upload Document, select the document and if nothing
happens, then you need to make sure whether “nielsen.com” is added in Compatibility View Settings of Internet
explorer version 10. (Select ALT and T keys on your keyboard to view Compatibility view settings).
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8. Unable to view list in datasheet view
Issue: User cannot view a list in Datasheet view after you install the 64-bit version of Office 2010. User gets
following message on browser.
a. Clear the Internet Explorer cache by following step 2c.
b. Check if Microsoft office professional is installed in the user’s machine under control panel Add or
Remove Programs. If it is not listed, then assign it to appropriate team for getting it installed. c. Install
the 2007 Office System Driver.
d. Uninstall the 64-bit version of Office 2010 and install the 32-bit version of Office 2010.
http://support.microsoft.com/kb/2266203
9. Unable to open SharePoint 2013 document library with Windows Explorer
Issue: Getting error message “Your client does not support opening this list with Windows Explorer” that can
occur when you try to open a SharePoint document library in Windows Explorer on either Windows 7
Solution: Ensure the WebClient service is enabled. Restart the WebClient service on user’s computer
a. Verify status of the WebClient Service on the client machine.
b. Start → Settings → Control Panel → Administrative Tools → Services → Verify status of the
WebClient Service on the client machine. The Status should be ‘Started’ and the Startup Type
should be Automatic.
c. If not Started, right click on the service to start it. A system reboot may be required if the service
won’t Start.
d. Close all open browser sessions and attempt to access the document library again in Explorer
View.
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10. SharePoint 2013 Document library opens as a blank window through Windows Explorer
Issue: When you click the Open with Explorer option in a document library, the window explorer opens
successfully but the window has no files or folders.
Solution: Restart your WebClient service. Please do the following:
a.
b.
c.
d.
e.
f.
11.
Click Start.
In the Run text box, type services.msc and hit the Enter key.
Search for the service called WebClient.
Right-click WebClient and select Restart.
After the service has successfully restarted, close the window by clicking the X button.
Retry “Open with Explorer” on the document library.
The Webpage cannot be displayed message when trying to open/edit an Office file from a SharePoint.
Issue: When opening an Office file from a SharePoint 2013 site, you receive a message “The Webpage
cannot be displayed” also in the address bar you will see the following:
Excel - ms-excel:ofv|u|https://extranet.nielsen.com/Shared Documents/Excelfile.xlsx
Word - ms-word:ofe|u|https://extranet.nielsen.com/Shared Documents/Wordfile.docx
Cause: This issue is seen when multiple versions of Office are installed on the same system and
the SharePoint Foundation Support is enabled on both:
Office 2013 including products such as Lync, Project, Visio and Office 2010 or Office 2007
Solution 1: (When Office 2007 is present)


Using Control Panel, Programs and Features window, locate existing instance of Office 2013
application, select it and click on Change button.
In the “Change your installation of …” window, select the “Add or Remove Features” option
and click Continue. Expand the “Office Tools”, select “Microsoft SharePoint Foundation
Support” and then select the “Not Available” option, Click Continue.
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Once the change process is complete, click the Office 2007 instance and choose “Change” in the
“Change your installation of …” window, select the “Repair” option and click Continue.
Once Repair complete, Restart your computer.
Solution 2: (When 2010 is present).

Install Service Pack 2 for Office 2010 - http://support.microsoft.com/kb/2687455
12. New Nielsen Extranet Team Site/Site Collection Requests.
If user has a requirement for new team site/site collection for the Nielsen Extranet, please find the below links
to submit your request as appropriate.
 Nielsen Extranet Site Collection Requests:
https://intranet.nielsen.com/company/intranetinfo/request/Pages/extranetsitecollectionrequests.aspx
 Nielsen Extranet Team Site Requests:
https://intranet.nielsen.com/company/intranetinfo/request/Pages/extranetsiterequests.aspx
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