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Troubleshooting Tips and Step by Step Instructions
![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
About this document![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
Introduction
Objectives
Audience
Introduction
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.
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![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
General information
Adobe Reader 4.0
Adobe Reader 5.0
Adobe Reader 6.0
PDF (Portable Document Format)
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
- Open Adobe Reader 4.0.
- From the main menu, select File>Preferences>General.
The General Preferences window appears.
- In the Options field, select the Web Browser
Integration checkbox.
- Select OK.
- Restart your computer.
Adobe Reader 4.0 – To resolve
printing problems
- From the main menu, select File>Print.
The Print window appears.
- In the Print Range section, select Pages
from and enter a small range of page numbers (e.g. 1-4, 5-8).
- When possible, upgrade to Adobe Reader 6.0.
Adobe Reader 4.0 – To uninstall
- Select Start>Settings>Control
Panel. The Control Panel window appears.
- Double-click on Add/Remove Programs. The Add/Remove
Programs window appears.
- From the Currently installed programs list, select
Adobe Reader 4.0.
- Select Remove>Close.
Adobe Reader 5.0 – To install
- Open Netscape or Internet Explorer.
- Go to http://www.adobe.com/products/acrobat/readstep.html.
- Fill out the Step 1 of 2 fields. Step
2 of 2 appears.
- Select Download. This may take a few minutes.
- Once the download is complete, select Start>Search>For
Files or Folders. The Search Results window
appears.
- In the Search for files or folders named, enter
“ar405eng.”
- In the Look in field, select your C drive.
- Select Search now.
- When the file name appears, select it and Adobe Reader 5.0
will begin installing.
- Once the install is complete, the Adobe Reader 5.0 icon
appears on your desktop.
- Select Adobe Reader 5.0. The Adobe
Reader window appears.
- Select File>Preferences>General.
Another window appears.
- At the bottom of the window, select Options and
deselect the Web Browser Integration checkbox.
- Select OK and close Adobe Reader 5.0.
Adobe Reader 5.0 – To enable preview
or printing
- Open Adobe Reader 5.0.
- From the main menu, select Edit>Preferences.
The Preferences window appears.
- In the left-hand window, select Options.
- In the Web Browser Options pane, deselect the
Display PDF in Browser checkbox.
- Select OK.
- 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
- Open Internet Explorer.
- Open Adobe Reader 5.0, from the icon on your desktop,
or from Start>Programs>Adobe
Reader.
- From the Adobe Reader main menu, select Edit>Preferences.
The Preferences window appears.
- Under the Web Browser options section, deselect
the Display PDF in Browser checkbox.
- Select OK and close Adobe Reader.
Adobe Reader 6.0 – To install
- Open Netscape or Internet Explorer.
- Go to http://www.adobe.com/products/acrobat/readstep.html.
- Fill out the Step 1 of 2 fields. Step
2 of 2 appears.
- Select Download. This may take a few minutes.
- Once the download is complete, select Start>Search>For
Files or Folders. The Search Results window
appears.
- In the Search for files or folders named box,
enter “ar405eng.”
- In the Look in field, select your C drive.
- Select Search now.
- When the file name appears, select it and Adobe Reader 6.0
will begin installing.
- Once the install is complete, the Adobe Reader 6.0 icon
appears on your desktop.
- Select Adobe Reader 6.0. The Adobe
Reader window appears.
- Select File>Preferences>General.
Another window appears.
- At the bottom of the window, select Options and
deselect the Web Browser Integration checkbox.
- Select OK and close Adobe Reader 6.0.
Adobe Reader 6.0
– To enable preview or printing
- Open Adobe Reader 6.0.
- From the main menu, select Edit>Preferences.
The Preferences window appears.
- In the left-hand window, select Options.
- In the Web Browser Options pane, deselect the
Display PDF in Browser checkbox.
- Select OK.
- 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
- Open Internet Explorer.
- Open Adobe Reader 6.0, from the icon on your desktop,
or from Start>Programs>Adobe
Reader.
- In Adobe Reader, select Edit>Preferences.
The Preferences window appears.
- Under the Web Browser options section, deselect
the Display PDF in Browser checkbox.
- Select OK and close Adobe Reader.
PDF – To enable display
- From the Internet Explorer main menu, select Tools>Internet
Options. The Internet Options window
appears.
- Select the Security tab.
- In the Security level for this zone section, select
Custom Level. The Security Settings window
appears.
- In the Settings pane, scroll down to the Downloads
section.
- Under File download, select Enable.
- Select OK. The Internet Options
window re-appears.
- Select OK.
PDF – To fill out
a form-fillable PDF
- Print a copy of the form and complete it using pen or pencil.
- On your computer, transfer the information from the printed form
into the appropriate fields of the form-fillable PDF using Adobe
Reader.
- Proof read the form-fillable PDF.
- 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
- 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.
- Select OK.
Browser
– Internet Explorer![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
Correct a mismatched password
Confirm 128-bit encryption
Resolve Web page viewing / loading problems
To correct a mismatched password
- From the Internet Explorer main menu, select Tools>Internet
Options. The Internet Options window appears.
- Select the Content tab.
- In the Personal information field, select AutoComplete.
The AutoComplete Settings window appears.
- Select the Clear Passwords button. A question
box appears.
- Select OK and close all windows.
To confirm 128-bit encryption
- From the Internet Explorer main menu, select Help>About
Internet Explorer. The About Internet Explorer
window appears.
- Check the Cipher Strength line to find out if
you have 128-bit encryption.
If you do not have 128-bit encryption
- 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
- From the Internet Explorer main menu, select Tools>Internet
Options. The Internet Options window appears.
- Select the Security tab.
- In the Security level for this zone field, select
Custom Level. The Security Settings
window appears.
- In the Settings box, scroll down to Scripting
near the bottom.
- Under Active scripting and Scripting of
Java applets, select Enable.
- Select OK. The Internet Options
window appears.
- Select OK.
- Restart your computer.
Browser
– Netscape![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
Netscape 4.7
Netscape 7.0
Netscape 4.7 - To configure to open
a PDF or Save to Disk
- From the Netscape main menu, select Edit>Preferences.
The Preferences window appears.
- In the Category field on the left-hand side, select
the Navigator sign to expand the topic.
- Select Applications. The Applications
field appears on the right-hand side.
- In the Description field, scroll down the list
and highlight Portable Document Format.
- Select the Edit tab. The Edit Type
window appears.
- Select the Ask me before opening downloaded files of this
type checkbox.
- Select OK. The Preferences window
appears.
- Select OK.
Netscape 4.7 - To resolve Web page
viewing / loading problems
- From the Netscape main menu, select Edit>Preferences.
The Preferences window appears.
- In the Category field on the left-hand side, select
Advanced.
- In the Advanced field that appears on the right-hand
side, select the following checkboxes:
- Automatically load images
- Enable Java
- Enable JavaScript
- Enable style sheets
- Select OK.
- Restart your computer.
Netscape 7.0 - To change the appearance
to the Classic (4.7) version
- From the Netscape main menu, select View>Apply
Theme>Classic.
Netscape 7.0 - To configure to
open a PDF or Save to Disk
- From the Netscape main menu, select Edit>Preferences.
The Preferences window appears.
- In the Category field on the left-hand side, select
the Navigator sign to expand the topic.
- Select Helper Applications. The Helper
Applications field appears on the right-hand side.
- In the Description field, scroll down the list
and highlight Portable Document Format.
- Select the Edit tab. The Edit Type
window appears.
- Select the Ask me before opening downloaded files of this
type checkbox.
- Select OK. The Preferences window
appears.
- Select OK.
Netscape 7.0 - To resolve Web page
viewing / loading problems
- From the Netscape main menu, select Edit>Preferences.
The Preferences window appears.
- In the Category field on the left-hand side, select
Advanced.
- In the Advanced field on the right-hand side,
select the Enable Java checkbox.
- Select OK.
Common
CV – NCE section![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
To use the Common CV site
- From your Internet browser, go to http://www.commoncv.net.
- Go to the Login page and select Help.
The Help – Common CV window appears.
- 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.
Macintosh
users![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
General information
OS 9
OS X
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
- From the main menu, select Apple>Sherlock 2.
The Sherlock 2 window appears.
- Select the Hard Drive icon.
- In the blank field, enter the name of the file or folder you want
to find.
- Select the Magnifying Glass icon.
- 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
- From the Internet Explorer main menu, select Edit>Preferences.
- In the left-hand pane, select the Web Browser
arrow to expand the topic list.
- From the sub-menu, select Advanced.
- In the History field, select Clear History.
A warning box appears.
- Select OK.
- In the Cache field, select Empty Now.
- Select OK.
- Restart your computer.
OS 9 - To open a PDF using Internet Explorer
- In Internet Explorer, select Edit>Preferences.
- In the left-hand pane, select the Receiving Files
arrow to expand the topic list.
- From the sub-topic list, select File Helpers.
The File Helper Settings window appears.
- Select anywhere in the right-hand list box to make the scroll bars
appear.
- Scroll down to Portable Document Format.
If Portable Document Format does not appear:
- Select Add. The Edit File Helper
window appears.
- In the Description field, enter “Portable
Document Format.”
- In the Extension box, enter “PDF.”
- In the MIME Type box, enter “Application/PDF.”
- In the File Type section select Browse.
An unnamed window appears.
- Locate your Adobe program and select it.
- Select Open. The Edit File Helper
window appears.
- In the File Type section, check under the
topic title for the Adobe application name.
- Select OK.
- Double-click the Portable Document Format list
name. The Edit File Helper window appears.
- Select Binary Data.
- In the Handling section, select the How
to handle arrow and select View With Application.
- Select OK.
OS 9 – To resolve a blank registration screen
problem with Internet Explorer
- Copy and paste https://ebiz.nserc.ca/nserc_web/nserc_login_e.htm
into the Netscape Location Toolbar address box.
- Press Enter. The NSERC Web site opens.
- 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
- From the Explorer main menu, select Edit>Preferences.
The Internet Explorer Preferences window appears.
- In the left-hand pane select the Receiving Files
arrow to expand the topic list.
- Select File Helpers.
- In the right-hand pane, select anywhere in the list box to make
the scroll bars appear.
- Scroll down to Portable Document Format.
- Double-click on Portable Document Format. The
Edit File Helper window appears.
- In the File Type section, make sure that Binary
Data checkbox is selected.
- In the Handling section, check that the selection
reads Post Process with Application. Use the arrow
to change the selection if necessary.
- Select OK. The Internet Explorer Preferences
window appears.
- Select OK.
OS 9 - To make a screen print
- Select Command + Shift + 4 + Cap Locks.
- Select the screen you want to copy and print.
- Select your hard drive.
To delete the print screen files
- Select Edit>Move to Trash.
OS 9 - To display a PDF form in Netscape
4.7
- From the Netscape main menu, select Edit>Preferences.
The Preferences window appears.
- In the Category section, select the Navigator
arrow to expand the topic list.
- From the sub-topic list, select Applications.
- In the Description box, scroll down and select
Portable Document Format.
- Select Edit. The Edit Type window
appears.
- In the Handled by section, select Save
to disk.
- Select OK. The Preferences window
appears.
- Select OK.
- Close all windows and login to the NSERC site.
- Select Preview and save the file to your hard
drive. You will now be able to view the form on your screen.
OS 9 – To resolve a blank registration
screen problem with Netscape 4.7
- Copy and paste https://ebiz.nserc.ca/nserc_web/nserc_login_e.htm
into the Netscape Location Toolbar address box.
- Press Enter. The NSERC Web site opens.
- Use the browser window that appears to go to the Register and Logon
screen.
OS 9 - To display data field characters in
Netscape 7.0
- From the Netscape main menu, select Edit>Preferences.
- In the left-hand pane, select Appearances>Fonts.
The right-hand pane displays Font Preferences.
- Under Size (pixels), select the drop-down menu
arrow.
- Select 11 and then select OK.
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.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
- 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.
- Check the amount of memory available and the status of virtual
memory.
- From the desktop menu, select File>Print. An
unnamed window appears.
- Using the General arrow, select Adobe
Reader.
- Using the Print Method arrow, select Print
As Image. Files print slower using this method.
- Set any other printing options, and select Print.
OS 9 - To set up a document, page or window
for printing
- Open up your document in a text program (Appleworks, Microsoft
Word).
- 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.
- 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.
- From the main menu, select the Apple>Control Panels>Internet.
The Internet window appears.
- Select the Web tab.
- From the Default Web Browser drop-down menu, select
your preferred Web browser.
- Close the Internet window.
OS X - To find a file or folder
- From the Finder main menu, select File>Find.
The Find window appears.
- Enter a name for the file or folder.
- Enter the parameters and select Search. The Search
Results for “<entered name>” window appears.
- Double-click on the appropriate file or folder name to open it.
OS X - To clear the Cache and History in Internet
Explorer
- From the Explorer main menu, select Explorer>Preferences.
The Internet Explorer Preferences window appears.
- In the left-hand pane, select the Web Browser
arrow to expand the topic.
- From the sub-topics, select Advanced.
- In the History section on the right-hand side,
select Clear History.
- In the Cache section, select Empty Now.
- Select OK.
OS X - To resolve a Preview error message in
Internet Explorer
- From the Explorer main menu, select Explorer>Preferences.
The Internet Explorer Preferences window appears.
- In the left-hand pane, select the Receiving Files
arrow to expand the topic.
- From the sub-topics, select File Helpers. The
File Helper Settings window appears on the right-hand
side.
- In the Description box, scroll down to Portable
Document Format and double-click on the name. The Edit
File Helper window appears.
- Check that Binary Data is selected. If not, select
it.
- In the Handling section, check that the How
to handle menu is set to Post-Process with Application.
- Select OK. The Internet Explorer Preferences
window appears.
- Select OK.
OS X - To make a full screen print
- Select Shift + Command + 3. After a few seconds
a screen print icon appears on your desktop.
- Open the file.
OS X - To make a partial screen print
- Select Shift + Command + 4. A crosshairs symbol
appears as the mouse cursor.
- Without clicking, move the mouse to the top left corner of the
area you wish to capture as a screen print.
- 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.
- 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.
- Open the file.
OS X - To open or find a printer
- Check that the printer is properly connected and turned on.
- Select Apple Menu>Chooser>your printer icon.
If your printer is connected to your iMac via a network
- 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
- Open a text document.
- From the main menu, select File>Page Setup.
- Set the parameters and select OK.
Printing![,](/web/20060203145516im_/http://www.nserc.gc.ca/images/line450x1.gif)
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.
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