Frequently Asked Questions (FAQ)

1. Locate and display the Help topic using the Contents, Index, or Search features.

2. Print the topic using one of the following options:

   • Right-click in the topic window and select Print.
   • In the browser tool bar, click the Print icon .
   • In the browser menu, open the File menu and select Print.

A browser stores a local copy of web pages and files on your hard drive for faster access. These temporary internet files are stored in a "cache", which is a folder on your hard drive. Cookies are pieces of information generated by a Web server and stored in the user's computer, ready for future access.

The below instructions are for deleting cookies and clearing your cache, as well as configuring the browser to get new information when viewing web pages. This process can resolve many errors that occur due to old or damaged pages being stored in your computer.

This may delete some saved passwords that are stored in the cookies. This will not affect passwords stored in the Windows Autocomplete feature.

The procedures are different depending on your version of Internet Explorer. Please select your version below:

Internet Explorer 6

1. In Internet Explorer 6, click on Tools and then Internet Options.
2. Click on Delete Files.
3. Check the Delete all offline content checkbox, and click OK.  Wait for it to finish.
4. Next, click Delete Cookies and then click OK in the confirmation window.
5. Click on Settings, select Every visit to the page, and click OK.
6. Finally, click Clear History, and then click Yes in the confirmation window.

Internet Explorer 7

1. In Internet Explorer 7, open the Tools menu and select Internet Options.

   If the Tools menu is not visible, you may need to click the double arrows to show additional menu options.

2. In the Internet Options window, click the Delete button in the Browsing History section.

3. In the Delete Browsing History window, click the Delete Files buttons for Temporary Internet Files and Cookies.

4. Click Yes each time when asked to confirm the deletion.

5. Click Close when done with the Delete Browsing History window.
6. Back in the Internet Options window, click the Settings button.
7. Select Every time I visit the webpage, and click OK. Click OK to close the Internet Options window.

Internet Explorer 8

1. In Internet Explorer 8, open the Tools menu and select Internet Options.

   If the Tools menu is not visible, you may need to click the double arrows to show additional menu options.

2. In the Internet Options window, click the Delete button in the Browsing History section:

   In the Delete Browsing History window, check the boxes for Temporary Internet Files and Cookies, and click Delete.

3. Back in the Internet Options window, click the Settings button.
4. Select Every time I visit the webpage, and click OK.
5. Click OK to close the Internet Options window,

The browsing history should not be used to access the site, nor should any shortcuts or favorites that were created after logging in. These methods will try to access pages that no longer exist, which can cause errors and unstable performance.

You can use any shortcut, link, or favorites entry that was created on the login page before the user ID and password had been entered.

If you are returned to the login page with a message stating that your session has expired it can be due to one of the reasons below:

• Your account has remained inactive for more than 60 minutes. Note that typing in data and selecting options in forms is considered passive activity, and will not prevent the system from timing out. Only actions that access the server, such as changing pages or using lookups, will count as activity.
• Someone is logged on using the same user ID and password.  Depending on your account setup, it may not be possible to have more than one person logged into your account at the same time.  If you are working in the system and another person logs into the account, you will be dropped back to the login screen with the Session Expired message.  To avoid this, each user should have their own account, if possible.

As a security measure to protect your account, access will be locked if anyone tries to access your account with invalid login information.

• Repeatedly entering the wrong password on the login page.
• Several unsuccessful attempts to change the password.

When you try to login to a suspended account, you will receive the error " Your account has been suspended. Please click on 'Forgot Your Password' to revoke suspension and receive a new password link."

If you have the Forgot Your Password option, you can reset your account and send yourself an access email to login to the system.

1. Click Forgot Your Password.
2. Type your user ID and email address.  If you have multiple email addresses, or if the address has changed, you must enter the address that is registered in the account.

3. Click Submit.

   You will see a confirmation message, and an access email will be sent to your email address.

Our system does not have any built-in features to automatically fill in passwords. If a password appears when you enter your user id, then that is the Windows AutoComplete feature. If a stored password is not being accepted, there may be a few reasons:

• If the password was changed in the system recently, AutoComplete will still have the old password in memory. AutoComplete is not part of our system, so the password will not be updated automatically. The next time the password appears, it should be deleted and the new password entered manually. When you try to login, AutoComplete should ask if you want to store the new password instead of the old one.
• In some cases an error will corrupt the data stored by AutoComplete, rendering the stored password invalid. This will not affect your actual system password, so you should be able to login by entering the password manually.
• AutoComplete stores the password locally.  If you are sharing an account with another user (which may be prohibited by your insurance provider), they may have changed the password. Even if they update the AutoComplete on their computer, yours will still have the old password stored.  Enter the new password manually to login. For this reason we recommend that each user have their own account.

A variety of errors and problems can appear throughout the system.

• System error messages.
• Features in a page or form are not working properly.
• You are unable to login or change your password, but you know you are entering the information correctly.

Many of these problems are caused by damaged files stored in the browser, or trying to login at the wrong web page.

To try and resolve the problems, clear your cookies and temporary internet files, reboot your computer, and try to log back in at the correct website.

1. To log back into the system, open a new browser window and type in the URL (address) of the login page.  Using a shortcut or link in your favorites that was created after logging in, or using the browsing history, could try to access a page that is no longer available. If you want to use a shortcut, you should create the shortcut or add the site to your favorites at the original login page, before logging in.
2. Login and check to see if the problems are resolved.

In order to print a certificate, you need to select a certificate format. Next to the Print Certificate button, you will see a Select Certificate Format menu from which you can select a format.

There are a few possible reasons for this problem:

1. Your Internet cache memory may be causing this problem. Clear out your cache memory.

   This could be caused by your language settings if they are not supported by the system. You will need to use the system in English to resolve this error.

   • You may set your Internet Explorer language settings to English (United States - US).
   • In Internet Explorer, open the Tools menu and select Internet Options.
   • Click the Languages button near the bottom of the window.
   • If English (United States) is not in the list, click Add.
   • Select English (United States) and click OK to add it to the list.
   • Highlight English (United States) in the Language Preference window, and click Move Up until it is at the top of the list.
   • Click OK to accept the changes, then click OK to close the Internet Options window.

   • Close the browser window, then open the browser to proceed with the new language settings.

Or

2. You may change the language in your profile to resolve the error without affecting the language in other web pages. a. In the Tools menu, select Profile.

   1. Uncheck the Use Internet Browser Settings box.
   2. Next to Default Language, select English (United States).
   3. Finally, this error may occur if Adobe Acrobat is not installed or has become corrupted.  Install or re-install Adobe Acrobat and try to print again.

Pop-up blockers generally will not interfere with the operation of the website. However, some blocker programs are more restrictive than others and could cause problems.

Following are some options for either bypassing or disabling the pop-up blocker, temporarily or permanently.

1. Fill in all the necessary information in the certificate
2. Click Verify Coverage.

3. Click Print Draft.

   If the shipment must go into referral, it will not be possible to print the draft. For detailed instructions, see the main user guide section for Creating a Shipment.

Pop-up blockers generally will not interfere with the operation of the website. However, some blocker programs are more restrictive than others and could cause problems.  Following are some options for either bypassing or disabling the pop-up blocker, temporarily or permanently.

Once the pop-up blocker has been bypassed or disabled, your internet security settings may still be preventing file downloads.

Enable downloads using the following steps:

The ability to edit or cancel shipments depends on specific user rights assigned to your policy, company, and your individual user account.

If you have all of the required rights, you can edit or cancel shipments.  If you do not have the rights, you may be able to submit a change or cancellation request, which will be sent to your insurance representatives.

See the following section in the full user guide for detailed instructions:

• Changing a booked shipment
• Cancelling a booked shipment

If you try to book a shipment using parameters that are not covered in your policy, the shipment will go into referral. An agent of the insuring company will review the shipment and either reject or approve it. You will be notified by email once the decision has been made. If the shipment is approved, you will then be able to print the certificate.

Here are a few common causes for referrals:

• You selected the Override Vessel Validation checkbox. You should only use this checkbox when you are sure that your carrier information is correct but is not recognized by the system.
• The departure date is outside the allowable time frame for an insurable shipment.
• The value of the shipment exceeds the maximum allowed value in your policy.
• Your policy does not cover the commodity or route you selected.

Templates created for shipment declarations are only available for the policy period they were created under. When a declaration is created under a new policy period, the templates will not be available.

New templates may be created, or the existing templates can be copied or moved to the new policy period:

• Creating new templates: See the section in the main user guide for detailed instructions.
• Moving templates: Look up the template in the Query/List page, selecting Template in the Status section. Change the Date of Departure to a date within the new policy period, then click Save Template.  The template will be available in the new policy period, but will no longer be available under the old policy period.
• Copying templates: Look up the template in the Query/List page, selecting Template in the Status section. Change the Date of Departure to a date within the new policy period, and change the Reference Number to a new number. Click Save Template. The template will be available in both policy periods.