Troubleshooting Tips and Step-by-Step Instructions

Over the last few years, the Helpdesk (Call Centre) staff has assembled a knowledge base of the most frequently asked technical questions to use as a quick reference for problem resolution. In the past, we have informally shared this knowledge with our counterparts in the universities. Users welcomed the information as an aid to streamlining processes and resolving problems locally. As a result of these early interactions, this trial release was assembled for general use.

The information is organized into seven major topics, with subsections. Each subsection deals with a specific issue and provides step-by-step instructions for solving the problem.

• About this document
• Adobe/PDF
• Browser – Internet Explorer
• Common CV Web site
• Incorrect display of French characters
• Macintosh users
• Printing

About this document

Objectives

The objectives of this document are to:

• share information with university support centres;
• reduce the need to contact the Call Centre; and
• streamline support services at all levels.

This document is not intended to replace, or discourage, the use of the Call Centre.

Audience

This document is intended for use by:

• university staff providing support (functional and technical) for NSERC's on-line services (eSubmission, ESD); and
• clients who have a good knowledge of their personal computing environment.

It is assumed that users have a reasonable understanding of desktop configurations, tools and browsers.

Adobe/PDF

General information

Adobe Reader 4.0

• Enable preview or printing
• Resolve printing problems
• Uninstall

Adobe Reader 5.0

• Install
• Enable preview or printing
• Resolve printing problems
• Resolve conflict with Internet Explorer

Adobe Reader 6.0

• Install
• Enable preview or printing
• Resolve printing problems
• Resolve conflict with Internet Explorer

PDF (Portable Document Format)

• Enable display
• Fill out
• Print

General information

• Adobe Reader does not allow you to save data using a form-fillable PDF. Once you have closed your document, only the PDF document, and not your data, will be saved.
• Printing problems can occur when printing graphics, or printing to a laser printer with a small amount of installed memory.

Adobe Reader 4.0 - To enable preview or printing

1. Open Adobe Reader 4.0.
2. From the main menu, select File>Preferences>General. The General Preferences window appears.
3. In the Options field, select the Web Browser Integration checkbox.
4. Select OK.
5. Restart your computer.

Adobe Reader 4.0 – To resolve printing problems

1. From the main menu, select File>Print. The Print window appears.
2. In the Print Range section, select Pages from and enter a small range of page numbers (e.g. 1-4, 5-8).
3. When possible, upgrade to Adobe Reader 6.0.

Adobe Reader 4.0 – To uninstall

1. Select Start>Settings>Control Panel. The Control Panel window appears.
2. Double-click on Add/Remove Programs. The Add/Remove Programs window appears.
3. From the Currently installed programs list, select Adobe Reader 4.0.
4. Select Remove>Close.

Adobe Reader 5.0 – To install

1. Open Netscape or Internet Explorer.
2. Go to  http://get.adobe.com/reader/ .
3. Fill out the Step 1 of 2 fields. Step 2 of 2 appears.
4. Select Download. This may take a few minutes.
5. Once the download is complete, select Start>Search>For Files or Folders. The Search Results window appears.
6. In the Search for files or folders named, enter "ar405eng."
7. In the Look in field, select your C drive.
8. Select Search now.
9. When the file name appears, select it and Adobe Reader 5.0 will begin installing.
10. Once the install is complete, the Adobe Reader 5.0 icon appears on your desktop.
11. Select Adobe Reader 5.0. The Adobe Reader window appears.
12. Select File>Preferences>General. Another window appears.
13. At the bottom of the window, select Options and deselect the Web Browser Integration checkbox.
14. Select OK and close Adobe Reader 5.0.

Adobe Reader 5.0 – To enable preview or printing

1. Open Adobe Reader 5.0.
2. From the main menu, select Edit>Preferences. The Preferences window appears.
3. In the left-hand window, select Options.
4. In the Web Browser Options pane, deselect the Display PDF in Browser checkbox.
5. Select OK.
6. Restart your computer.

Adobe Reader 5.0 – To resolve printing problems

Print the pages on a different printer. If the pages print successfully on a different printer, add more memory to your current printer, or use a different printer.

Adobe Reader 5.0 – To resolve conflicts with Internet Explorer

1. Open Internet Explorer.
2. Open Adobe Reader 5.0, from the icon on your desktop, or from Start>Programs>Adobe Reader.
3. From the Adobe Reader main menu, select Edit>Preferences. The Preferences window appears.
4. Under the Web Browser options section,  deselect the Display PDF in Browser checkbox.
5. Select OK and close Adobe Reader.

Adobe Reader 6.0 – To install

1. Open Netscape or Internet Explorer.
2. Go to  http://www.adobe.com/products/acrobat/readstep2.html .
3. Fill out the Step 1 of 2 fields. Step 2 of 2 appears.
4. Select Download. This may take a few minutes.
5. Once the download is complete, select Start>Search>For Files or Folders. The Search Results window appears.
6. In the Search for files or folders named box, enter "ar405eng."
7. In the Look in field, select your C drive.
8. Select Search now.
9. When the file name appears, select it and Adobe Reader 6.0 will begin installing.
10. Once the install is complete, the Adobe Reader 6.0 icon appears on your desktop.
11. Select Adobe Reader 6.0. The Adobe Reader window appears.
12. Select File>Preferences>General. Another window appears.
13. At the bottom of the window, select Options and deselect the Web Browser Integration checkbox.
14. Select OK and close Adobe Reader 6.0.

Adobe Reader 6.0 – To enable preview or printing

1. Open Adobe Reader 6.0.
2. From the main menu, select Edit>Preferences. The Preferences window appears.
3. In the left-hand window, select Options.
4. In the Web Browser Options pane, deselect the Display PDF in Browser checkbox.
5. Select OK.
6. Restart your computer.

Adobe Reader 6.0 – To resolve printing problems

Print the pages on a different printer. If the pages print successfully on a different printer, add more memory to your current printer, or use a different printer.

Adobe Reader 6.0 – To resolve conflicts with Internet Explorer

1. Open Internet Explorer.
2. Open Adobe Reader 6.0, from the icon on your desktop, or from Start>Programs>Adobe Reader.
3. In Adobe Reader, select Edit>Preferences. The Preferences window appears.
4. Under the Web Browser options section, deselect the Display PDF in Browser checkbox.
5. Select OK and close Adobe Reader.

PDF – To enable display

1. From the Internet Explorer main menu, select Tools>Internet Options. The Internet Options window appears.
2. Select the Security tab.
3. In the Security level for this zone section, select Custom Level. The Security Settings window appears.
4. In the Settings pane, scroll down to the Downloads section.
5. Under File download, select Enable.
6. Select OK. The Internet Options window re-appears.
7. Select OK.

PDF – To fill out a form-fillable PDF

1. Print a copy of the form and complete it using pen or pencil.
2. On your computer, transfer the information from the printed form into the appropriate fields of the form-fillable PDF using Adobe Reader.
3. Proof read the form-fillable PDF.
4. Print a copy of each page before going on to the next. Your data will print only after you exit the page you have completed. Remember that you cannot save data with Adobe Reader. Your data will not be saved after you close the PDF document.

PDF – To print

1. From the Adobe Reader main menu, select File>Print and specify the following parameters:
   • printer name
   • print range
   • number of copies
   • any other required options.
2. Select OK.

Browser – Internet Explorer

Correct a mismatched password
Confirm 128-bit encryption
Resolve Web page viewing / loading problems

To correct a mismatched password

1. From the Internet Explorer main menu, select Tools>Internet Options. The Internet Options window appears.
2. Select the Content tab.
3. In the Personal information field, select AutoComplete. The AutoComplete Settings window appears.
4. Select the Clear Passwords button. A question box appears.
5. Select OK and close all windows.

To confirm 128-bit encryption

1. From the Internet Explorer main menu, select Help>About Internet Explorer. The About Internet Explorer window appears.
2. Check the Cipher Strength line to find out if you have 128-bit encryption.

If you do not have 128-bit encryption

1. Go to  http://www.microsoft.com/windows/ie/default.asp and download Internet Explorer 6.0 or later.

To resolve Web page viewing / loading problems

1. From the Internet Explorer main menu, select Tools>Internet Options. The Internet Options window appears.
2. Select the Security tab.
3. In the Security level for this zone field, select Custom Level. The Security Settings window appears.
4. In the Settings box, scroll down to Scripting near the bottom.
5. Under Active scripting and Scripting of Java applets, select Enable.
6. Select OK. The Internet Options window appears.
7. Select OK.
8. Restart your computer.

Common CV – NCE section

To use the Common CV site

1. From your Internet browser, go to  Access the Common CV Web site .
2. Go to the Login page and select Help. The Help – Common CV window appears.
3. Select one of the following PDF links to access the appropriate information:
   • Getting started – tips on how to enter, print and submit your CV
   • User guide – full information on how to use and navigate the CV, including how to register.

Incorrect Display of French Characters

If French accented characters do not display correctly while you are using the NSERC On-line System or viewing an e-mail sent to you from our system, this is probably the result of your browser and/or e-mail software settings. To correct this problem, change your settings using the information presented below.

Microsoft Outlook

1. From the Tools menu, select Options. The Options window opens.
2. Select the Mail Format tab.
3. In the Message format section, select the International Options command button. The International Options window opens.
4. In the Encoding Options section, select Western European (ISO) from the drop-down list (Preferred encoding for outgoing messages).
5. Select OK on the International Options window and then on the Options window.

For other e-mail software, ensure that your character encoding is set to Western European (ISO).

Internet Explorer

1. From the View menu, select Encoding.
2. From the Encoding menu, select Western European (ISO).

Firefox

1. From the Options menu, select Options. The Options window opens.
2. Select the Content tab.
3. In the Fonts & Colors section, select the Advanced command button. The Fonts window opens.
4. In the Character Encoding section, select the Western (ISO-8859-1) from the drop-down list (Default Character Encoding).
5. Select OK on the Fonts window and then on the Options window.

Macintosh users

General information

OS 9

• Find a file or folder
• Internet Explorer
  • Clear the Cache and History
  • Open a PDF
  • Resolve a blank registration screen problem
  • Resolve a Preview error message problem
• Make a screen print
• Printing problems
  • Adobe Reader
  • PDF file
• Set up a document, page, or window for printing
• Switch browsers

OS X

• Find a file or folder
• Internet Explorer
  • Clear the Cache and History
  • Resolve a Preview error message
• Make a full screen print
• Make a partial screen print
• Open or find a printer
• Set up a document, page or window for printing

General information

• Sherlock 2 is a new feature, first appearing in OS 9, used for searching for files and for information on the Internet.  OS X uses Sherlock 3 as an Internet search engine.
• Using the browser Back button will cause a page time out error to occur. You must exit the browser, open a new one and start over.

OS 9 - To find a file or folder

1. From the main menu, select Apple>Sherlock 2. The Sherlock 2 window appears.
2. Select the Hard Drive icon.
3. In the blank field, enter the name of the file or folder you want to find.
4. Select the Magnifying Glass icon.
5. When the file or folder name appears in the field, double-click the file/folder name to open it.

OS 9 - To clear the Cache and History in Internet Explorer

1. From the Internet Explorer main menu, select Edit>Preferences.
2. In the left-hand pane, select the Web Browser arrow to expand the topic list.
3. From the sub-menu, select Advanced.
4. In the History field, select Clear History. A warning box appears.
5. Select OK.
6. In the Cache field, select Empty Now.
7. Select OK.
8. Restart your computer.

OS 9 - To open a PDF using Internet Explorer

1. In Internet Explorer, select Edit>Preferences.
2. In the left-hand pane, select the Receiving Files arrow to expand the topic list.
3. From the sub-topic list, select File Helpers. The File Helper Settings window appears.
4. Select anywhere in the right-hand list box to make the scroll bars appear.
5. Scroll down to Portable Document Format.

   If Portable Document Format does not appear:

   1. Select Add. The Edit File Helper window appears. 
   2. In the Description field, enter "Portable Document Format."
   3. In the Extension box, enter "PDF."
   4. In the MIME Type box, enter "Application/PDF."
   5. In the File Type section select Browse. An unnamed window appears.
   6. Locate your Adobe program and select it.
   7. Select Open. The Edit File Helper window appears.
   8. In the File Type section, check under the topic title for the Adobe application name.
   9. Select OK.
      
6. Double-click the Portable Document Format list name. The Edit File Helper window appears.
7. Select Binary Data.
8. In the Handling section, select the How to handle arrow and select View With Application.
9. Select OK.

OS 9 – To resolve a blank registration screen problem with Internet Explorer

1. Copy and paste https://ebiz.nserc-crsng.gc.ca/nserc_web/nserc_login_e.htm into the Netscape Location Toolbar address box.
2. Press Enter. The NSERC Web site opens.
3. Use the browser window that appears to go to the Register and Logon screen.

OS 9 - To resolve a Preview error message problem in Internet Explorer

1. From the Explorer main menu, select Edit>Preferences. The Internet Explorer Preferences window appears.
2. In the left-hand pane select the Receiving Files arrow to expand the topic list.
3. Select File Helpers.
4. In the right-hand pane, select anywhere in the list box to make the scroll bars appear.
5. Scroll down to Portable Document Format.
6. Double-click on Portable Document Format. The Edit File Helper window appears.
7. In the File Type section, make sure that Binary Data checkbox is selected.
8. In the Handling section, check that the selection reads Post Process with Application. Use the arrow to change the selection if necessary.
9. Select OK. The Internet Explorer Preferences window appears.
10. Select OK.

OS 9 - To make a screen print

1. Select Command + Shift + 4 + Cap Locks.
2. Select the screen you want to copy and print.
3. Select your hard drive.

   To delete the print screen files

   1. Select Edit>Move to Trash.

OS 9 - To resolve printing problems with Adobe Reader

To help determine the cause of the problem, use one or more of the following methods:

Print a different PDF file. If that file prints correctly, the original PDF file may be damaged. E-mail a copy of the original document to the NSERC Helpdesk for further assistance (webapp@nserc-crsng.gc.ca). 

Print another type of text file from a different application. If that file prints correctly, then the problem isn't system wide.  It is with the Adobe Reader product. The problem could be insufficient memory on your system or your printer, or a poor connection between your computer and the printer.

Restart your computer. Print a PDF file.

Turn off your printer. Leave it off for at least 15 seconds. Turn it back on and try to print the PDF again.

Print from another computer.

Print the PDF file to a different printer.

OS 9 - To resolve printing problems for a PDF file

1. Check your computer to ensure that you have enough hard disk space available. You require:
   • available hard disk space equivalent to 3-5 times the size of the file you are printing.
   • a minimum of 25MB of disk space available for virtual memory management.
2. Check the amount of memory available and the status of virtual memory.
3. From the desktop menu, select File>Print. An unnamed window appears.
4. Using the General arrow, select Adobe Reader.
5. Using the Print Method arrow, select Print As Image. Files print slower using this method.
6. Set any other printing options, and select Print.

OS 9 - To set up a document, page or window for printing

1. Open up your document in a text program (Appleworks, Microsoft Word).
2. From the main menu, select File>Page Setup. The page setup window is often unique to your printer, but some elements remain the same, such as paper size, layout, scale and orientation. 
3. Choose your settings and select OK.
   

OS 9 - To switch browsers

Note:  Many Internet connections, including Earthlink and America Online, automatically disconnect you within a few minutes if you are not actively using the Internet.  If you are disconnected from Earthlink or a similar ISP, you can reconnect by selecting Apple>Control Panels>Remote Access>Connect. To disconnect, go to Remote Access and select Disconnect.

1. From the main menu, select the Apple>Control Panels>Internet. The Internet window appears.
2. Select the Web tab.
3. From the Default Web Browser drop-down menu, select your preferred Web browser.
4. Close the Internet window.

OS X - To find a file or folder

1. From the Finder main menu, select File>Find. The Find window appears.
2. Enter a name for the file or folder.
3. Enter the parameters and select Search. The Search Results for "<entered name>" window appears.
4. Double-click on the appropriate file or folder name to open it.

OS X - To clear the Cache and History in Internet Explorer

1. From the Explorer main menu, select Explorer>Preferences. The Internet Explorer Preferences window appears.
2. In the left-hand pane, select the Web Browser arrow to expand the topic.
3. From the sub-topics, select Advanced.
4. In the History section on the right-hand side, select Clear History.
5. In the Cache section, select Empty Now.
6. Select OK.

OS X - To resolve a Preview error message in Internet Explorer

1. From the Explorer main menu, select Explorer>Preferences. The Internet Explorer Preferences window appears.
2. In the left-hand pane, select the Receiving Files arrow to expand the topic.
3. From the sub-topics, select File Helpers. The File Helper Settings window appears on the right-hand side.
4. In the Description box, scroll down to Portable Document Format and double-click on the name. The Edit File Helper window appears.
5. Check that Binary Data is selected. If not, select it.
6. In the Handling section, check that the How to handle menu is set to Post-Process with Application.
7. Select OK. The Internet Explorer Preferences window appears.
8. Select OK.

OS X - To make a full screen print

1. Select Shift + Command + 3. After a few seconds a screen print icon appears on your desktop.
2. Open the file.

OS X - To make a partial screen print 

1. Select Shift + Command + 4. A crosshairs symbol appears as the mouse cursor.
2. Without clicking, move the mouse to the top left corner of the area you wish to capture as a screen print.
3. Hold the mouse down and drag it to the bottom right hand corner of the area you wish to capture as a screen print.  A grey rectangle will appear as you drag the mouse.
4. Drag out the grey area until it covers the area you wish to capture and then stop holding the mouse down. After a few seconds a screen print icon appears on your desktop.
5. Open the file.

OS X - To open or find a printer

1. Check that the printer is properly connected and turned on.
2. Select Apple Menu>Chooser>your printer icon.

   If your printer is connected to your iMac via a network

   1. Turn your network hub and/or bridge off and then back on again.

OS X - To set up a document, page or window for printing

1. Open a text document.
2. From the main menu, select File>Page Setup.
3. Set the parameters and select OK.

Printing

• Changing appearance of printout from printer to printer
• Check marks in checkboxes
• Printouts do not match on-line version
• Printouts do not show all fields

Changing appearance of printout from printer to printer

Microsoft Word is a WYSIWYG (What You See Is What You Get) application, and will always try to represent an on-screen version of a printout using the default printer. Changing printer drivers will almost always change the layout slightly and sometimes radically. There are a number of ways to minimize the changes:

• Do not use hard page breaks
• Use style and paragraph formatting to keep text together
• Use Keep with next, Keep lines together and Page break before formatting (Format>Paragraph>Line and Page Breaks) to keep sections together.
• Experiment with checking and clearing the Use printer metrics to lay out document checkbox (Tools>Options>Compatibility).

The best method of preserving the look of your document is to select the printer on which you will be printing the document, even if you are not connected to the printer where you're editing. This will not work when you e-mail the document to anyone else.

Check marks in checkboxes

Some SSHRC forms have a Print checkbox beside sections of the information. If the check mark is not in the box, the information will not be sent to the printer. This is by design. Most people do not require all of their information to print. Only certain entries need to be printed.

Printouts do not match on-line version

Some of the fields in the on-line version will not print out in the same order. This is by design. The order of the fields in the printouts is designed to mimic the internal processes used by staff in the granting office.

Printouts do not show all fields

When some forms are printed, the printout will not show all fields. This is by design. The on-line version and the PDF version are different forms. The on-line version will only display the form and also request the user fill out the parts of the forms required. The forms and/or parts of forms that you are required to fill out will depend on how you answered the questions. If you print the PDF version of the on-line form, all the fields and forms will print.