Troubleshooting Guide
version 1.2

List of Frequently Asked Questions & Problems transparent image

FAQ & Problems

Downloading Microsoft Internet Explorer.

Click here to download and install Microsoft Internet Explorer. Please read the instructions provided on their website before beginning the installation process.


Downloading Netscape Communicator.
Click here to download and install Netscape Communicator. Please read the instructions provided on their website before beginning the installation process.
*Note as of March 1, 2008, the Netscape Web Browser will no longer be supported by AOL Netscape.
*AOL Netscape recoments the Mozilla Firefox browser as an alternative.


Downloading Mozilla Firefox.
Click here to download and install Mozilla Firefox. Please read the instructions provided on their website before beginning the installation process.


When I attempt to login, I always receive the 'There was an error with your login.' message.
The message returned means that the username and password entered do not pass the authentication scheme setup for your program. Please ensure that the username and password are spelled correctly. If you are sure the username and password are correct, please contact Program Headquarters.

NOTE: Usernames and passwords are CasE sEnSitiVe.


I have forgotten my password, how can get it?
Some programs allow users to have their passwords emailed to the participant. Please check your site's login page to see if your program supports this function.

If not, please send your inquiries to Program Headquarters.


After I login, all I can see is a blank page.
The situation you are faced with is the result of the following:
  • You have entered a portion of the site that is not viewable with your level of access.
Contact your Program Headquarters (see the Login Page for an email link and/or a phone number) with the following information to remedy the problem:
  • Site address that you are logging into
  • Your username (case sensitive)
  • Your role within your company (e.g. Sales Rep, Vice President, etc)


I can login but later I receive 'There was an error with your login.' message.
Your situation is caused by one of two things:


Only a part of the page prints.
If the left and/or right margins of the page are "cut-off" (Internet Explorer only):
from the File menu, select Page Setup and change the page orientation from Portrait to Landscape.

If only a section of the page prints, the web page includes "frames".
Frames partition a web page into sections or areas. To print a page that was built with frames please do the following:

  • If you use Internet Explorer, selecting Print from the File menu will show you the Print Window.
    If 'As laid out on the screen' from the 'Print Frames' option is selected, the entire page will be printed.
  • If you use Netscape, the page cannot be printed as it appears on the monitor. Netscape will only print the active frame. To activate a frame, click on the area you wish to print then select Print Preview from the File menu before printing to ensure the correct frame is selected.