My JCAHPO CE

IF YOU HAVE A TECHNICAL QUESTION THAT IS NOT ANSWERED HERE, PLEASE CLICK HERE TO SUBMIT YOUR QUESTION.

COMMON PROBLEMS
1.	You either entered an incorrect username or password.
2.	The web page is only partially visible.
3.	You are unable to download Adobe Flash Player.
4.	You are unauthorized to access this page. Please make a new selection.
5.	Your browser does not support script.
6.	Images or buttons do not load.
7.	The page cannot be displayed.
8.	You are unable to download and print PDF files.
9.	Personal Firewalls
10.	The entire page is not printing.
11.	What technical requirements or special skills will I need to make use of the program?
12.	What is a PDF file?
13.	Please explain what the term "cookie" means when referring to information captured through a web application.
14.	How are cookies used on this web site?


1.	You either entered an incorrect username or password.	[TOP]
POSSIBLE SOLUTION: First, verify that your username and password are correct and re-enter them. If you receive the error message again, and you are not using the correct username and password, please contact technical support.

2.	The web page is only partially visible.	[TOP]
POSSIBLE SOLUTION: Some of our pages contain Adobe Flash content. You will need the Adobe Flash Player to view content on this site. To verify if Adobe Flash Player is loaded on your PC, do the following:
If you are using Microsoft Internet Explorer: • Open Internet Explorer. • On the menu bar, click on Tools. • Click on Internet Options. • Make sure you are on the General tab. • Under the Temporary Internet Files section, click on Settings. • Click on View Objects. • In View Objects, look for the words Shockwave Flash Object and Shockwave ActiveX Control. If these are not listed, you will need to download Adobe Flash Player.
For Mozilla Firefox: • Go to Tools in the menu bar at the top of your browser. • Select Options. • Click on the Downloads icon. • Under the Download Actions section, click on View & Edit Actions. • Look for the words SWF Flash Movie. If this is not listed, you will need to download Adobe Flash Player.
Adobe Flash Player can be downloaded by clicking the Flash Player button located on the Technical Specifications page. Follow the directions to download. You may also download Flash Player by going to www.adobe.com/downloads/. Restart your computer after downloading Flash Player.

3.	You are unable to download Adobe Flash Player.	[TOP]
POSSIBLE SOLUTION: You may need to adjust your security settings. To check your PC’s current security level:
If you are using Microsoft Internet Explorer: • Open Internet Explorer. • On the menu bar, click Tools. • Click on Internet Options. • Go to Settings, Control Panel, and then Internet. • Click on the Security tab to see the security level on your PC. • Your PC should be at no higher than medium security level to view the web site and download system enhancements, such as Flash Player.

4.	You are unauthorized to access this page. Please make a new selection.	[TOP]
POSSIBLE SOLUTION: The web site times out after approximately 45 minutes of idle time. Log off the site and log back in.

5.	Your browser does not support script.	[TOP]
POSSIBLE SOLUTION: You may need to download the latest version of Microsoft Internet Explorer or Mozilla Firefox.
To check the version of Microsoft Internet Explorer, use your browser menu to: • Click on Help. • Click on About Internet Explorer. • Check to see that you are running at least Internet Explorer version 6.0. • If not, go to www.microsoft.com and click on Downloads on the left-hand side of the page. This will take you to The Most Popular Downloads. Select the latest Service Pack for Internet Explorer, follow the instructions to download.
To check the version of Mozilla Firefox, use your browser menu to: • Click on Help. • Click on About Mozilla Firefox. • Check to see that you are running at least Mozilla Firefox version 1.0. • If not, go to http://www.mozilla.com/en-US/firefox/ and follow the instructions to download.
POSSIBLE SOLUTION: You may need to clear out your cache. (See instructions under Images or Buttons Do Not Load.)
POSSIBLE SOLUTION: If you are running antivirus software with firewall settings, there may be a conflict with your ability to access certain web sites. Please verify with your internal technical support team, network administrator, or technical support for your specific software (i.e., Norton Antivirus and Personal Firewall, MacAfee Personal Firewall, etc.) to resolve any possible conflicts.

6.	Images or buttons do not load.	[TOP]
POSSIBLE SOLUTION: Some of our web site pages are graphic intensive and may take longer to load if you have a slow connection. If you click on the back button or stop during this process, an incomplete image may load into your cache and get stuck. This will prevent the complete image from loading again and may require you to clear your cache in order to pull up the image again. To clear your cache, see your browser’s Preferences or Internet Options menu.
For Microsoft Internet Explorer: • Go to Tools in the menu bar at the top of your browser. • Select Internet Options. • Under the Temporary Internet Files box, click on Delete Files. • Click Ok. • Go to your browser menu and click on the Refresh button (indicated by the two green arrows in the circular pattern).
For Mozilla Firefox: • Go to Tools in the menu bar at the top of your browser. • Select Options. • Click on the Privacy icon. • Click on the Cache tab. • Click the Clear Cache Now button. • Go to your browser menu and click on the Reload button (indicated by the two blue arrows in the circular pattern).

7.	"The page cannot be displayed" or "The page you are looking for is unavailable."	[TOP]
POSSIBLE SOLUTION: Delete temporary Internet files by clearing your cache (see instructions under Images or Buttons Do Not Load).
POSSIBLE SOLUTION: On occasion, links established on the web site may be interrupted due to changes being made within the site itself. If this is the case, you may receive a "Page Not Found" error. In this case, you will need to contact technical support.
Also, verify you are able to connect to other sites on the Internet. If your Internet connection is not working, please contact your Internet Service Provider.

8.	Unable to download and print PDF files.	[TOP]
POSSIBLE SOLUTION: You must have Adobe Acrobat Reader installed on your PC in order to read and print PDF files located on the site. To download Adobe Acrobat Reader:
Click on the Get Adobe Reader button on the bottom of the Technical Specifications page. Or, go to www.adobe.com, click on the icon Get Adobe Reader, and follow instructions for downloading. Be prepared to provide what operating system (i.e. Windows 2000, Windows XP, etc.) your computer is running and whether you are on dialup or broadband connection.

9.	Personal Firewalls.	[TOP]
POSSIBLE SOLUTION: If you cannot logon to a secure web site while running various types of personal firewall software, you may need to add our web site address to the accepted or trusted list of domains, adjust privacy control levels, or make sure the access to secure (http) sites is turned on. If you are unsure how to verify this information, consult your internal technical support person or the technical support division for your specific software.

10.	The entire page is not printing.	[TOP]
POSSIBLE SOLUTION:
For Internet Explorer: Check your margin settings. In your browser, click File / Page Setup. Under Margins, reduce the Left and Right margins. Depending on the page, you may want to change the Orientation from Portrait to Landscape. Also, if you don’t want or need to include the background colors or images in your printing, click Tools / Internet Options. Click on the Advanced tab and scroll down until you get to Printing. Unclick Print background colors and images. This will eliminate the background color as well as any images. Before printing, you may want to preview the page to ensure everything you want on the page is there. If not, go back to the Advanced tab and undo the Print background colors and images by clicking in the box.
For Mozilla Firefox: Check your margin settings. In your browser, click File / Page Setup. Under Format & Options, click Shrink To Fit Page Width or, depending on the page, change the Orientation from Portrait to Landscape. The other option is to adjust the page margins by clicking on the Margins & Header/Footer tab. Reduce the Left and Right margins.

11.	What technical requirements or special skills will I need to make use of the program?	[TOP]
You can refer to the Technical Specifications page for specific software requirements or Help if you are experience technical difficulties.

12.	What is a PDF file?	[TOP]
Adobe Portable Document Format (PDF) is the open de facto standard for electronic document distribution worldwide. PDF is a universal file format that preserves all the fonts, formatting, graphics, and color of any source document, regardless of the application and platform used to create it. PDF files are compact and can be shared, viewed, navigated, and printed exactly as intended by anyone with free Adobe Acrobat Reader software.

13.	Please explain what the term "cookie" means when referring to information captured through a web application.	[TOP]
Cookies are pieces of information generated by a web server and stored in the user's computer, ready for future access.

14.	How are cookies used on this web site?	[TOP]
Cookies are not used on this website. However, in order to use this site, you must have cookies turned on. A user's session is tracked using a Session Setting. In order to navigate between secure and non-secure sections of this website, a session setting is set so that we can ensure that you are the same person who logged in to the secure areas of the website. Once you leave the session or close down your computer, the session information is deleted.

NOTE: Keep in mind, problems can occur in network environments due to strict security settings installed by your network administrator. Please consult your network administrator or technical support person prior to making any changes to your computer.