[Topic Contents] [Main Help Contents]

1. Q: My computer crashed while I was using The Foundation Directory Online, and now it won't let me back in because it thinks I'm already logged on.

   A. Call our Customer Service department at 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST, and we will help you log in.

    

2. Q: I keep getting Java Script and/or Cookie error messages while using the service.

   A. In order for the application to work properly, your browser must be set to accept Cookies, and the Java Script setting must be enabled. The procedures for changing these settings differs with each browser. Refer to your browser's Help file for instructions on how to change these settings.

    

3. Q: I type in my User Name and Password and click Enter, but I get bounced back out to the Login screen.

   A. You must set your browser's security preferences to accept Cookies. See your browser's Help file for instructions on how to change this setting.

     

4. Q: What happens if I don't log off?

   A. Your session remains active for one hour from your last search, but you can still log back in if you do so from the same computer. If you try to log in from a different computer before one hour elapses, you will get an error message that says you are already logged in. Go back to the computer you were working on originally, log in to the service, then click the Logout link. You should now be able to move to another computer and log in successfully.

    

5. Q: I'm trying to log in to the service, but it's telling me I'm already logged in.

   A. Chances are you were working on a different computer before you encountered this problem. Did you click Log Out before you moved to the current machine? If not then go back to the other computer and log out of the service. You should now be able to log in from a different machine.

   If this isn't the case, the system will automatically log you off after one hour of inactivity, after which you can log back in. 

   If the problem persists, call our Customer Service department at 1-800-424-9836, Monday through Friday from 9 a.m. to 5 p.m. EST, and someone will help you log in.

    

6. Q: How do I update my e-mail address?

   A. Click on the Subscriber Services link on your Welcome screen. This will bring you to a page where you can Change Your User Profile. Select this option and enter your new e-mail address in the appropriate field. Or, if you prefer, you may call our Customer Service department at 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST, and someone will assist you.

    

7. Q: I'm using a Macintosh, and I'm having trouble printing from The Foundation Directory Online.

   A. Follow the steps below to print a record or a search results list from a Mac:

   To print a record:

   1. Click and hold on the record you wish to open on the Search Results list until a pop-up menu appears.

   2. Select "Open New Window with This Link" to open the record.

   3. Click File on the menu bar in the Record Display window.

   4. Click Print.

   To print a search results list:

   1. Click once anywhere (but not on a link) in the Search Results frame to activate it.

   2. From the menu bar, click File > Print Frame (Netscape) or File > Print (Internet Explorer) to open the Print dialog box.

   3. Select any applicable print options.

   4. Click OK.

8. Q: Is there a way to increase the font size?

   A. The Foundation Directory Online does not have an option for increasing the font size, but Microsoft Windows does. Refer to your Windows documentation for help on changing this setting.

    

9. Q: How do I save records and/or a search results list?

   A. The Foundation Directory Online does not support this feature.

    

10. Q: I have a multi-page search results list, but I can only view the first page.

    A. Your browser's Java Script setting must be enabled for this feature to function properly. See your browser's Help file for instructions on how to enable this feature.

     

11. Q: When logging in to The Foundation Directory Online I get an error message that says "Certificate Expired". What should I do?

    A. This is a limitation with some early versions of Netscape Navigator 4.0. To keep from getting the "Certificate Expired" error message, download a newer version of Netscape. There is a link to Netscape's download site on The Foundation Directory Online subscription screen.

     

12. Q: I received an e-mail confirmation that I'm registered, but I keep getting the message: "Incorrect user name or password. Please try again."

    A. Call our Customer Service department at 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST, and someone will help you get started.

      

13. Q: I went through the subscription process, entered my credit card number, etc., but I was bounced out and brought back to the subscription entry screen. If I try to subscribe again, will my credit card be billed twice? I don't know if my subscription went through.

    A. Call our Customer Service department at 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST, and someone will assist you.

     

14. Q: I am using AOL, and I am having trouble using the application. What can you recommend?

    A. Minimize AOL and launch Netscape Navigator or Internet Explorer versions 4.0 or higher. If you don't have either of these browsers installed on your computer, links are provided to the download pages for both of them on The Foundation Directory Online subscription page.

     

15. Q: I have already subscribed, but now I want to change some of my account information.

    A. Click on the Subscriber Services link on your Welcome screen, then select the Change Your User Profile option from the options available on the next screen. Or, if you prefer, call our Customer Service department at 1-800-478-4661, Monday through Friday from 9 a.m. to 5 p.m. EST, and someone will assist you.