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Technical Support FAQs

What are the browser requirements for online access?

  • The proper browser: Our sites are best viewed with Netscape Navigator® version 6.02 or higher, or Microsoft® Internet Explorer version 5.5 or higher.
  • 128-bit encryption: Also called domestic, U.S.-grade or strong encryption, this encodes information so it cannot be read without decoding.
  • Secure Sockets Layer (SSL) version 3.0 protocol: This ensures that communication between your computer and our web server can't be interrupted or intercepted by an unauthorized user.
  • JavaScript enabled on your browser: For assistance enabling JavaScript, check your browser's operating instructions or help file.
  • Cookies enabled.
  • Check your browser for compatibility with our applications.

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Why can't I access the site?

There are several solutions that may resolve this particular issue:

  1. Clear your browser's cache.
  2. Make sure your system date and time are correct.
  3. Edit your Bookmarks or Favorites to ensure you have not bookmarked a secure page. You may have bookmarked an out-of-date location.
  4. Download the latest service pack for your browser for Internet Explorer® or Netscape®.
  5. Make sure your browser's privacy settings are set to medium.
  6. Some home computer firewalls may prevent you from accessing secure websites.

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Can I access accounts using WebTV or AOLTV?

You may be able to access account information, but due to the nature of these connections, we are unable to provide any technical support for WebTV or AOLTV.

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How do I clear my browser's cache?

Your browser stores recently visited web pages in a cache directory on your hard drive to save time and allow pages to load faster. Occasionally, some saved information can become corrupted and cause problems when a page is loading or the browser attempts to run a web page application. Clearing the cache replaces the corrupt information by reloading pages directly from the server. Please use the following directions to clear your cache:

Netscape®:

  1. On the menu bar, select "Edit," "Preferences," "Advanced," then "Cache."
  2. Click "Clear memory cache" and "Clear disk cache."

Internet Explorer®:

  1. On the "Start" menu, select "Settings," then "Control Panel."
  2. In the "Control Panel," click the "Internet/Internet Options" icon.
  3. In the "Temporary Internet Files" section, click "Delete Files."

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Why can I access accounts at home, but not at work?

You could be hitting your company's firewall, which was set up to protect your company network from Internet activity. Check with your network administrator to see if your company has access restrictions and whether they can be lifted to access our site. Home computer firewalls may also prevent you from accessing your accounts online.

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What can I do if I have problems accessing through AOL®?

If you have difficulty using the AOL® browser, try connecting using the Internet Explorer® browser on your desktop. To do this, remain logged into AOL®, but minimize the AOL® window so you can locate Internet Explorer® on your desktop. Click the Internet Explorer® icon, then go to our site.

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Some information is cut off when I print. How can I print all of it?

This can happen when the web page you are viewing is too large for your browser to print with its default setting. To print the entire page, change your printer setting from "Portrait" to "Landscape." You can change the print orientation for your browsers by changing the page setup option when you print. On the menu bar, select "File," "Print," then "Properties". Then click the circle next to "Landscape" or "Portrait" to change the print orientation.

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How do I adjust text size?

To change the way your browser displays text, please do the following:

Netscape®:

  1. Click "View" in the toolbar.
  2. Select "Text Size" and choose the size you prefer.

Internet Explorer®:

  1. Click "View" in the toolbar.
  2. Select "Text Size" and choose the size you prefer.

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Can I use favorites or bookmarks?

You can bookmark most pages; however, you should not bookmark secure pages (pages whose addresses begin with "https" as opposed to "http"), as those links may become invalid once you log out or when we make changes to our site.

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Do these sites use pop-up windows?

Our sites do use pop-up windows to display stock quotes, help text and other important information. Pop-up blocking software may interfere with your normal use of the site. As a result, it is recommended that you configure pop-up blocking software to exclude our site. For further instructions on how to do this, please see your pop-up blocking software help documentation.

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