Internet Explorer: Waiting room status is "Unknown"

Support Center > Troubleshooting Connection Issues

Published 08/20/2014 at 5:12pm UTC

Page viewed 2713 times

Symptom

In Internet Explorer, the waiting room status is not detected for either the account holder or the participant in the waiting room.

Possible Causes

An integrity setting within Windows, which restricts permissions access for certain application processes, may be blocking the app we use to detect online status. This can be resolved by making sure that the setting on the affected computer is set to Low.

Resolution

 

Instructions for Windows 7

 

1. Click on your Start Menu icon (in the lower left-hand corner) and search for "Command Prompt" on your computer. Click on the result like in the image below.

Screencap showing Command Prompt

 

 

2. Copy the bold-faced text:

icacls "%userprofile%"\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L

 

 

3. Right click in the Command Prompt window and select Paste. (If you try to use CTRL+V, it will just type those keys; it won't paste.)

Screencap showing the paste option

 

 

4. It should look something like the below image. Then press the Enter key. 

Screencap showing pasted text

 

 

It should give you a few hundred lines of file names, and then give you a message like: 

Successfully processed XXX files; Failed processing 0 files

Screencap showing successful result

 

 

NOTE: If the command above does not resolve the issue, the registry key that points to the low integrity DOMStore folder may have been changed. Check the CachePath registry value at HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings\5.0\LowCache\Extensible Cache\DOMStore. It should be%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore.

 

 

Instructions for Windows 8

 

1. Click on the Windows icon in the lower left-hand corner of your screen.

Screencap showing the Windows icon

 

 

2. When it brings you to the main menu, click on the search icon in the upper right-hand corner (outlined in red).

Screencap showing magnifying glass icon.

 

 

3. In the search field, enter Command Prompt. Click on the result like in the image below. 

Screencap showing Command Prompt

 

 

2. Copy the bold-faced text:

icacls "%userprofile%"\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L

 

 

3. Right click in the Command Prompt window and select Paste. (If you try to use CTRL+V, it will just type those keys; it won't paste.)
Screencap showing the paste option

 

 

4. It should look something like the below image. Then press the Enter key.

Screencap showing pasted text

 

 

It should give you a few hundred lines of file names, and then give you a message like: 

Successfully processed XXX files; Failed processing 0 files

Screencap showing successful result

 

 

NOTE: If the command above does not resolve the issue, the registry key that points to the low integrity DOMStore folder may have been changed. Check the CachePath registry value at HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings\5.0\LowCache\Extensible Cache\DOMStore. It should be%USERPROFILE%\AppData\LocalLow\Microsoft\Internet Explorer\DOMStore.

 

 

This article was last reviewed by our Support team on August 20, 2014.