Technical Help
Which browsers can I use to access this website?
For optimal performance we recommend that you use Internet Explorer 5.5 and above. If you don't have the recommended browser or you have an earlier version, you can download the latest free version of Internet Explorer by visiting the Microsoft site at
http://www.microsoft.com/ie
and clicking on the ‘Downloads’ link.
Which screen resolution should I use for displaying this website?
We recommend a minimum display setting of 800x600 pixels. You may use a higher screen resolution.
When I try to log on I receive a message telling me that my account has not been activated
You should have received an activation email when you first registered, containing instructions on how to activate your account. If you did not receive this or have misplaced the email, you can click
here
to request another activation email.
I have just changed my password but now when I try to log in I get an ‘invalid username or password’ error
Your internet browser may be configured to save passwords used to access various websites and therefore, could still be using your old password. To remove saved passwords open your internet browser and click on ‘Tools’, ‘Internet options’ and select the ‘Content’ tab, click on the ‘AutoComplete’ button and select ‘Clear Passwords’.
You should now be able to log in using your new password.
When I select a function, e.g. click on "Submit a mortgage commitment" or click a link on the site, nothing happens
This may be an indication that pop-up blockers are enabled on your PC. Pop-up blockers are often found in toolbars from MSN, Google and Yahoo! as well as some anti-virus software, such as Norton Anti-virus. Pop-up blockers should be turned off when accessing this website.
If you have Windows XP you may also have a software update from Microsoft called "Windows XP Service Pack 2" installed, which contains a pop-up blocker. To display the version of XP you are using click on ‘Start’, click on ‘Run’, type winver in the ‘open’ field, then click ‘OK’.
For further information on how to disable Windows XP Service Pack 2 pop-ups, please see:
http://support.microsoft.com/default.aspx?scid=kb;en-us;843016
Please refer to your usual PC service/help channel for further assistance.
Why do some pages take a while to reload after I have entered a value in a field?
This is due to the application reloading the web page with new information. If there is a slight delay, this may be dependent upon the speed of your connection to your Internet Service Provider (ISP), the speed of your modem and the speed of your PC. For optimal performance we suggest you use 1Mb broadband (ADSL) or above. Response times may be affected by lower connection speeds.
Why do I end up with multiple open windows within the session?
The application opens up a window for each new task. When the task is complete, such as creating your KFI, you must then close the windows manually.
This is best done by clicking on the small button marked "X" in the top right of the new window.
Why do I not end up at the screen I expect to when I use the Forward and Back buttons of Internet Explorer?
We recommend that you use the navigation buttons in the application rather than the "Back" and "Forward" buttons on your web browser. This will ensure that the application will always behave as designed.
What is a Portable Document Format (PDF) file and how can I view them?
For more information click
here
PDF files are document files, created by Adobe Acrobat, that allow you to see the document exactly how the author intended but without any of the complexity of normal word processing documents.
To view PDFs you need to download a small piece of free software, just the once, from Adobe. Visit the URL:
http://www.adobe.com/products/acrobat/readstep2.html
. If you decide to download Adobe Reader 7.0 please uncheck the box labeled ‘download Yahoo toolbar’ as it contains a pop-up blocker which can cause problems as described in
When I select a function, e.g. click on "Submit a mortgage commitment" or click a link on the site, nothing happens
If you already have ‘Adobe Acrobat Reader’ installed, please check the version. If it is less than version 6.0 then consider upgrading your software to the latest version of ‘Adobe Acrobat Reader’ recommended for your system. Please note that in order to ensure the new version is not corrupted you should uninstall the existing version of the Reader prior to downloading. For guidelines on how to uninstall older versions of Adobe Reader, please see
When I click on a link to a PDF, why does a window full of random characters appear?
Why does nothing happen when I click on a link to a PDF file?
When you click on a link to a PDF file, a blank screen often appears just before the document is loaded. If you have a slow connection, a slight delay can give the impression that nothing is happening. Either allow more time or save the file to your computer by right-clicking on the link and selecting the "Save Target As" option to save the document locally on your PC.
When I click on a link to a PDF, why does a window full of random characters appear?
Sometimes different pieces of software can interfere with each other. If you have both "Adobe Acrobat" and ‘Real Download’ installed on your computer, this can sometimes prevent PDF files from opening properly. Uninstalling Real Download will solve the problem. To uninstall ‘Real Download’ click on ‘Start’, ‘Settings’, ‘Control panel’. Find the ‘Add Remove Programs’ icon and select it. Ensure that ‘Real Download’ is highlighted by clicking on it, then click on ‘remove’ or ‘uninstall’. (These instructions can also be followed to remove older versions of Adobe Acrobat Reader, prior to downloading the latest version.)