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About Us |
About Us
Internet Security |
Frequently asked questions
"When I click on a link to open the tool, it doesn't appear. Why?"
Does your computer have anti-popup software installed? If you do, you must deactivate this software to use the tools, as they appear as small windows that appear in front of the main page.
"I don't have any software preventing popups, but the tool isn't appearing when I click on the link."
If you already have a window open for the specific tool that you require, it will load in the same window again. Check to see that you haven't already got the tool open behind the main window.
"When I try to open a tool, the page cannot be found. Why?"
This will probably be because of your internet settings. In order to use any secure pages, you must have 'use SSL 2.0', 'use SSL 3.0' and 'use TLS 1.0' selected. If you are using Microsoft Internet Explorer, these settings can be found in your internet options menu. Other browsers will have a similar option.
"I'm trying to use the tools from work. Why can't they load?"
Many companies restrict their employees' access to secure sites. Ask your internal security department about any firewall restrictions that are in place.
"I have the correct security setting and I'm not at work, but I still can't see your secure forms. What can I do?"
Some home firewall software will prevent access to secure sites. If you have security software installed on your computer, check the settings.
"I've checked all the above, and I still can't see the tools"
You may need to upgrade your browser. We use 128bit encryption, which some older browsers do not understand.
"How do I upgrade and how much will it cost?"
You can get the latest browsers for free. Visit the links below to download your preferred one.
"The form loaded ok, but when I click on 'next' a server error page appears."
You may have cookies disabled. Consult your internet browser's help menu to find out how to enable them and try again.
"I left the form on my screen for a while. When I came back to it, it wouldn't let me proceed."
This is because the forms are on a secure connection. If they are untouched for a long period of time, the session will 'time out'. This is to reduce the risk of someone else reading the information in your form if it were left unattended.
"My internet connection was lost. Once I reconnected, I couldn't continue the form and had to start again. Why?"
If you disconnect from, and then reconnect to the internet, you start a new session. This means that your original session has timed out, so the secure connection has been stopped. This is to protect your data.
"My session was cancelled before I could submit the form. Can I retrieve the information that I'd typed into it?"
Unfortunately, no. If the secure session is ended before you finish the form, all information is cleared out. This is to ensure that no one can intercept your information.
"My question has not been answered here. I need more help"
If you are having technical difficulties with the forms, you can contact the support team. If your question is product related, our sales team will be happy to help.
