Ninety-nine percent of the problems subscribers have reported fall into the following categories. However, if none of the following solve your problem, help is but an e-mail or phone call away. SEND E-MAILS FOR HELP TO THE SUBSCRIPTION DEPT, NOT THE EDITORIAL DEPT. There is a 'Contact" Icon on the homepage for the subscription dept. Please be as specific as possible. It’s difficult for us to pinpoint your problem from “The website isn’t working”, “I can’t get the hotline message.” or "I can't get the newsletter." Make a note of how far you get with what you’re trying to do before the problem arises. If you’re getting some kind of pop-up notice, jot down what it says and pass that information along to us.
PROBLEM: I've forgot my Username or Password.
Answer: You can recover your login information at our Recovery Page - Click Here.
PROBLEM: Text/Font Size is too small or to hard to read.
If for any reason the text is too hard to read on any sections of our
site you can use your browsers Zoom function.
PROBLEM: I've signed up for the email alerts but I'm not getting them.
Your spam filtering is probably blocking our e-mail alerts.
Since our e-mail alerts are sent by an automated 'broadcast' e-mail system to
many e-mail addresses at once, some spam-blocking programs tag them as probable
spam and put them in a blocked e-mail file.
PROBLEM: Every once in awhile I go to the website and the latest hotline, commentary, or newsletter, is not on the site. All I get is the last one, which I've already seen.
Answer: It probably is. What you are viewing is the ‘cache’ copy of the page that is in your own computer’s file from the last time you were on the site. First make sure you are connected to the Internet. If you are connected to the Internet all you need to do is press the ‘Refresh’ icon on your browser tool bar. If you don't know which icon it is, just press F5 on your keyboard, which is the 'universal alternate refresh' that works for almost all browsers. Your computer is supposed to automatically 'refresh' each time it is turned on, but very occasionally they do not. Chances are if you just reboot (restart) your computer it will also take care of the problem for you. If it occasionally doesn't, you should only have to manually 'refresh'.
PROBLEM: I get to the home page but can’t figure out how to see the hotline messages or newsletter.
Quick way: On the main Home Page, look on the right side of the page at
the frame titled 'Also in subscriber's area:', For the latest hotline,
click on the date shown for 'Latest hotline update'. For the current newsletter,
click on the dated newsletter link. You will be asked to enter your username and
Either way, a box will open which asks for your ‘User Name’ and ‘Password’. These are the access codes that were provided you when you subscribed. Enter those, click OK, and you will immediately be in the Subscribers’ Area. If you’ve lost your access codes call the subscription office (1-386-943-4081) and they’ll happily retrieve them for you.
PROBLEM: I did that and instead of taking me to the Subscribers’ Area, a page came up that said “Authorization is Required”.
Answer: Assuming your subscription hasn't run out, you’re probably entering your access codes incorrectly. Computers are precise and insistent regarding details. Your user-name is case-sensitive. Be sure you are using all small letters. For instance, if your User Name is ebanjo, only ebanjo will work. Ebanjo will not. EBanjo will not. EBANJO will not. No periods, commas or quotation marks. Just ebanjo
Also, be sure you’re putting
your User-Name in the User-Name Box and your Password in the Password box, and
not vice versa. Your User-Name is all letters. Your Password is all numbers. If
you still have a problem please call the office and we’ll get it solved.
PROBLEM: I can see the Adobe Acrobat version of the newsletter on my screen, and can scroll through it, etc., but when I try to print it out on my printer, it doesn’t work.
Answer: You are probably pressing PRINT on the task bar of your browser. To print from Adobe you must press on the printer icon (picture of a printer) on Adobe’s tool bar. (With most computers Adobe opens in a separate window within your browser’s main window, so that the tool bars for both your browser and Adobe are visible at the same time).
PROBLEM: I have not had any problems before, but I am suddenly unable to get the Adobe version of the newsletter.
There are three possible causes. When Adobe comes out with a new version of
Adobe Acrobat, they are only backward compatible with perhaps the last three
previous versions. If you have an older version than that, that could be the problem. If so, you can solve it by upgrading to the latest version
of Adobe Acrobat. You can do that by clicking here Click
here to download a free 'read only' version from Adobe. Be sure to follow
the steps outlined on the Adobe site carefully. It is necessary to download the
file to your computer, and then install it. If you have any problems with the
download or installation, call Adobe's customer support line, as they are more
familiar with their software than we could possibly be.
PROBLEM: When I print the newsletter the printing overruns the edges of the paper so it can’t all be read.
Answer: After you press on the printer icon in Adobe, a screen comes up that allows you to set the print parameters. Be sure the boxes that say ‘Print Image’, and ‘Fit to paper’ are checked.
PROBLEM: It seems to take up to a minute for the newsletter to show up on my monitor.
Answer: That's mostly a function of your modem and computer’s speed. It is almost instant with a cable or DSL modem, much slower with a dial-up phone modem.
PROBLEM: I can’t find either your snail mail or e-mail address anywhere on the site.
Answer: Click on the blue CONTACT US button at the top right hand corner of the Home Page. There you will find phone number, mail address, and e-mail contacts with pre-addressed boxes for you to type your message in.
PROBLEM: I send e-mails to Sy or the editorial department and don't get answers.
The subscription department
will always respond to an e-mail in answer to problems listed above, or
other questions you have related to your subscription; access to the
website, renewals, address changes, etc.
If none of the above solve your specific problem, help is but an e-mail or phone call away. Again, please be as specific as possible. It’s difficult for us to pinpoint your problem from “The website isn’t working” or “I can’t get the hotline message.” See first paragraph above for the type of information we need.
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