Troubleshooting Tips

If you have a technical question that is not answered here, please contact us.

You either entered an incorrect username or password.

POSSIBLE SOLUTION: First, verify that your username and password are correct and re-enter them. If you receive the error message again, and you are not using the correct username and password, please contact us.

The web page is only partially visible.

POSSIBLE SOLUTION: Some of our pages contain Adobe Flash content. You will need the Adobe Flash Player to view content on this site. To verify if Adobe Flash Player is loaded on your PC, do the following:

If you are using Microsoft Internet Explorer:

  1. Open Internet Explorer.
  2. On the menu bar, click on Tools.
  3. Click on Internet Options.
  4. Make sure you are on the General tab.
  5. Under the Temporary Internet Files section, click on Settings.
  6. Click on View Objects.
  7. In View Objects, look for the words Shockwave Flash Object and Shockwave ActiveX Control. If these are not listed, you will need to download Adobe Flash Player.

For Mozilla Firefox:

  1. Go to Tools in the menu bar at the top of your browser.
  2. Select Options.
  3. Click on the Downloads icon.
  4. Under the Download Actions section, click on View & Edit Actions.
  5. Look for the words SWF Flash Movie. If this is not listed, you will need to download Adobe Flash Player.

Adobe Flash Player can be downloaded here. Follow the directions to download.

You are unable to download Adobe Flash Player.

POSSIBLE SOLUTION: You may need to adjust your security settings. To check your PC’s current security level:

If you are using Microsoft Internet Explorer:

  1. Open Internet Explorer.
  2. On the menu bar, click Tools.
  3. Click on Internet Options.
  4. Go to Settings, Control Panel, and then Internet.
  5. Click on the Security tab to see the security level on your PC.
  6. Your PC should be at no higher than medium security level to view the web site and download system enhancements, such as Flash Player.

You are unauthorized to access this page.

POSSIBLE SOLUTION: The web site times out after approximately 45 minutes of idle time. Log off the site and log back in.

Your browser does not support script.

POSSIBLE SOLUTION: You may need to download the latest version of Microsoft Internet Explorer or Mozilla Firefox.

To check the version of Microsoft Internet Explorer, use your browser menu to:

  1. Click on Help.
  2. Click on About Internet Explorer.
  3. Check to see that you are running Internet Explorer version 7.0 or higher. We recommend using the most current version.
  4. If not, go to www.microsoft.com and find Popular Downloads towards the bottom of the page. Select the latest Service Pack for Internet Explorer, follow the instructions to download.

To check the version of Mozilla Firefox, use your browser menu to:

  1. Click on Help.
  2. Click on About Mozilla Firefox.
  3. Check to see that you are running at least Mozilla Firefox version 3.5.
  4. If not, go to http://www.mozilla.com/en-US/firefox/upgrade.html and follow the instructions to download.

POSSIBLE SOLUTION: You may need to clear out your cache. (See instructions under Images or Buttons Do Not Load.)

POSSIBLE SOLUTION: If you are running antivirus software with firewall settings, there may be a conflict with your ability to access certain web sites. Please verify with your internal technical support team, network administrator, or technical support for your specific software (i.e., Norton Antivirus and Personal Firewall, MacAfee Personal Firewall, etc.) to resolve any possible conflicts.

Images or buttons do not load.

POSSIBLE SOLUTION: Some of our web site pages are graphic intensive and may take longer to load if you have a slow connection. If you click on the back button or stop during this process, an incomplete image may load into your cache and get stuck. This will prevent the complete image from loading again and may require you to clear your cache in order to pull up the image again. To clear your cache, see your browser’s Preferences or Internet Options menu.

For Microsoft Internet Explorer:

  1. Go to Tools in the menu bar at the top of your browser.
  2. Select Internet Options.
  3. Under the Temporary Internet Files box, click on Delete Files.
  4. Click Ok.
  5. Go to your browser menu and click on the Refresh button (indicated by the two green arrows in the circular pattern).

For Mozilla Firefox:

  1. Go to Tools in the menu bar at the top of your browser.
  2. Select Options.
  3. Click on the Privacy icon.
  4. Click on the Cache tab.
  5. Click the Clear Cache Now button.
  6. Go to your browser menu and click on the Reload button (indicated by the two blue arrows in the circular pattern).

The page cannot be displayed.

POSSIBLE SOLUTION: Delete temporary Internet files by clearing your cache (see instructions under Images or Buttons Do Not Load).

POSSIBLE SOLUTION: On occasion, links established on the web site may be interrupted due to changes being made within the site itself. If this is the case, you may receive a "Page Not Found" error. In this case, you will need to contact us.

Also, verify you are able to connect to other sites on the Internet. If your Internet connection is not working, please contact your Internet Service Provider.

You are unable to download and print PDF files.

POSSIBLE SOLUTION: You must have Adobe Acrobat Reader installed on your PC in order to read and print PDF files located on the site.

Acrobat Reader is free and can be downloaded from the Adobe site. The download should only take a few minutes.

Personal Firewalls

POSSIBLE SOLUTION: If you cannot logon to a secure web site while running various types of personal firewall software, you may need to add our web site address to the accepted or trusted list of domains, adjust privacy control levels, or make sure the access to secure (http) sites is turned on. If you are unsure how to verify this information, consult your internal technical support person or the technical support division for your specific software.