Helpline and Frequently Asked Questions

Automatic Diagnostic Center (Click here to retest)

  • Browser:   
  • Cookies:   
  • SessionTesters: Session-Result:(PROBLEM).  Cookies-Result:(PROBLEM)
  • Active Scripting / JavaScript:
Browser string (User-agent) =
IP Address: 10.3.1.25

Common Problems and Answers
  1. Password problems (forgotten, never given one, etc.)
  2. Code problems (Profile Codes, QCodes, Test Codes)
  3. Session Expired, or Your Session has Expired
  4. Your Questionnaire cannot be scored
  5. Page cannot be displayed / Cannot find server
  6. Cannot click to get past certain screens
  7. How do I enable "cookies" on my machine?
  8. How do I enable JavaScript on my machine?
Frequently Asked Questions
  1. What is a "cookie"?
  2. What is "Active Scripting" (often also called "JavaScript" and sometimes "VBScript" or "JScript")
  3. I have heard that cookies are bad, that they might cause viruses or spyware.
  4. I have heard that JavaScript/Active Scripting is bad, that it also might cause viruses or spyware.
  5. I have heard that Internet Explorer is not a safe browser, and that I should use a different browser.
  6. I don't see my question/problem listed, what do I do?
Q: Password problems
A: The system is asking me for a password.
In many cases, the site is actually asking you to create (and remember) your own password, in case you are not able to complete everything in one sitting. Otherwise, please contact the person who gave you the password.

The password I was given isn't working.
Please call our help desk toll free at 1-877-CSI-Dial (877-274-3425).

I forgot my password.
Check to see if there is an "I forgot my password" option at the page where you sign in. If there is, click on it. If not, please call our help desk toll free at 1-877-CSI-Dial (877-274-3425).

I think I'm registered already, but with the wrong email.
Please call our help desk toll free at 1-877-CSI-Dial (877-274-3425). Do not register (or try to register) again.		  
Q: Code problems (Profile Codes, QCodes, Test Codes)
A: My Code isn't working.
If your code is not working, please call our help desk toll free at 1-877-CSI-Dial (877-274-3425).
 
Q: Session Expired, or Your Session has Expired
A1: If you get this immediately upon beginning, it usually means one of two things:
  1. A previous visit to the site is interfering with this visit, and the browser has not been closed in between visits. Resolution: Please close the internet browser, and open it right back and try again.
  2. Your computer is set to block Cookies. Resolution: Please refer to the section on Cookies and JavaScript, if you get this error.

Otherwise, this message means that there was a period of inactivity longer than allowed. Please close your browser window, reopen it, and try again.

  
A2: Another common explanation, is that you may have an extra piece of software, such as a Personal Firewall, Internet Security, or Privacy Protector Program that is affecting your ability to use this site. (These programs typically delete Internet Cookies on their own initiative, outside of the Browser's settings). Please temporarily disable this software, if other attempts to resolve this problem fail.  
Q: Your Questionnaire cannot be scored
A: After completing the CPQ questionnaire, you may get the following message:
Your questionnaire cannot be scored. You have responded in a way that leaves an unrealistically favorable impression that is inaccurate. Please return to your questionnaire and review your responses, especially in the Most Honest Response category, and modify your responses to be more frank, open, and even self-critical. Be sure to avoid the temptation to "sell yourself" when responding to the Most Honest Response.

What does it mean? The CPQ is designed to alert users if it detects patterns consistent with overly favorable answers. When this happens, it asks the user to review their answers.
What to do: Review your answers on each page of your questionnaire and re-submit your questionnaire on the last page (The questionnaire is not considered complete until you do this).
  
Q: Page cannot be displayed / Cannot find server
A: The first thing to do, is to see if the problem might be with your internet connection: To do this, please try to visit one a site that you know to be active (such as www.google.com, www.yahoo.com, www.dell.com, or www.microsoft.com.
• If you CAN get to other sites, but not ours: Please call our help desk toll-free, at 1-877-CSI-Dial. (877-274-3425)
• If you CANNOT get to anything at all on the internet: Please contact your usual support line for computer and internet related problems.

Another common problem, is that you may be typing the address into a Search box, rather than the Address bar. Please press [control] O (hold down the CONTROL key and press the letter O at the same time), to open up a box where you can type in website addresses. From here, you can be sure you are typing in an Internet Address. 		 
Q: Cannot click to get past certain screens
A: First, make sure there are no on-screen warning messages. At times, particularly when filling in a form, there may be a required item that was left blank, or has an error. Please review the screen carefully to make sure that there are no on-screen warning messages.

Users of CompuServe, older versions of AOL, older versions of Internet Explorer (version 5.0 or earlier): If your computer is several years old (in general, dating back to 1999 or earlier), you might have difficulty using this site.

Resolution: Use a different computer, or update your computer (if possible). Updating your computer is beyond the scope or responsibility of this site. For assistance with that task, contact your Internet Service Provider.

Some Apple Macintosh users: On rare occasions, users of browsers other than Internet Explorer may experience difficulties. If this happens, please call Technical Support.  For Macintosh users, we recommend Safari, when available. It is a more up-to-date product than Internet Explorer for the Macintosh.

  
Q: How do I enable "cookies" on my machine?
A: This website incorporates a number of features that require you to use a computer system that meets all the following requirements:
  • Uses a modern Browser. Based on our experience, users of older versions of AOL, all Compuserve users, and users of Internet Explorer 5.0 or older are likely to have trouble
  • Allows Cookies (Your browser must allow/accept cookies)

Cookies:
Like many popular websites, this site assumes that your browser is set to accept cookies (see “What is a cookie” below). Accepting cookies is also commonly referred to as “cookies are on”, “cookies are allowed”, or “cookies are enabled”.

Instructions for Allowing/Enabling Cookies
There are actually several ways to turn cookies on or off, and therefore, several reasons that your cookies may not be working.

We recommend the following method (do both steps 1, and 2 or 3)

  1. Make this site one of your "Trusted Sites" (This step alone often takes care of everything, including Cookies and Active Scripting.  We highly recommend this step.)
      1. On the Internet Explorer menu bar at the top of your window, click on TOOLS, then INTERNET OPTIONS, then on the SECURITY Tab. 
      2. Click on the Trusted Sites Icon.  Once you do this, the Sites button becomes enabled


        (after)

      3. Click the Sites button
      4. Start typing in the name of our site.  (Usually, IE will try to automatically complete the name, once you start typing, and you can choose from the list).  After filling it in, click the ADD button

      5. At least temporarily, make sure the box below labeled “Require server verification (https:” is unchecked
  2. Internet Explorer 6.0 (most users)
    1. On the Internet Explorer menu bar at the top of your window, click on TOOLS, then INTERNET OPTIONS, then on the PRIVACY TAB. (If you don’t see this, you may have Internet Explorer version 5.5.  Go to step 3). 
    2. Set your Privacy setting slider to “Medium”, at least for the duration of your visit to our site. (Although the “Trusted Sites” setting normally covers everything, there are times where this site may temporarily transfer you to another site within our family). 

       

  3. Internet Explorer 5.5 (some users)
    1. On the Internet Explorer menu bar at the top of your window, click on TOOLS, then INTERNET OPTIONS, then on the SECURITY SETTINGS tab. 
    2. Click on the “Custom Level” button, which will open the SECURITY SETTINGS screen. 
    3. Scroll partially down, until you see an item labeled “Cookies”, with 3 options (Disable, Enable, and Prompt). Make sure that the “Enable” option is the one selected. Exit the settings windows by clicking OK.

       

  4. Other browsers (Firefox, Netscape, Opera, Safari) may use slightly different terminology, such as:
    1. Tools, then Options, then one or more of the following: Privacy, Site Controls, or Web Features.
    2. Tools, then Preferences, then Advanced.
    3. Edit, then Preferences.
    4. Preferences, from the top menu (most Mac based browsers)
    5. In any of these circumstances, look for settings related to Cookies and to JavaScript.

If changing these settings does not work: Some computer owners went the extra step of installing special software that blocks or deletes cookies, regardless of the settings of Internet Explorer. This includes some brands of Personal Firewalls, Internet Security Programs, Privacy Protection Programs, or Anti-Spyware programs, with settings that interfere with the normal operation of some sites, including this one. If you have such software, you will need to disable it. Contact the provider of that software for technical support.

If your computer does not allow you to change these settings:
Note: Some businesses, government entities, or computers in public places, as well as some third party computer security products, can configure your computer so that you cannot change these settings.

If this happens, you may have to use a different computer, or contact technical support for the third-party security program you are using.

  
Q:: How do I enable JavaScript on my machine?
A: This website incorporates a number of features that require you to use a computer system that meets all the following requirements:
  • Uses a reasonably current browser (optimized for Internet Explorer)
  • Allows Active Scripting/JavaScript (Your browser must allow Active Scripting (sometimes also called JavaScript))

JavaScript/Active Scripting:
Active Scripting (or JavaScript) is another very widely used technology, used by most popular websites. To set your browser to enable JavaScript/Active Scripting, please do the following.

Instructions for Allowing/Enabling Active Scripting (JavaScript)
If you followed the instructions above, to make this a Trusted Site, your Active Scripting will already be turned on. You don’t need to do anything else.

If you did not, or prefer net to make this site a Trusted Site, follow these instructions:

  1. Click Tools from the menu bar at the top of your Internet Explorer window
  2. Click Internet Options from the list of options, after clicking Tools above
  3. Click the Security tab from the window that opens after clicking Internet Options above.
  4. Click the Custom Level button
  5. Scroll carefully through the list, looking for the section labeled “Scripting” (This section is closer to the bottom of the list).
  6.  Click the circle next to “Enable” (so that it is checked), under the Active Scripting section.

If your computer does not allow you to change these settings:
Note: Some businesses, government entities, or computers in public places, as well as some third party computer security products, can configure your computer so that you cannot change these settings.

If this happens, you may have to use a different computer, or contact technical support for the third-party security program you are using.

  
Q: What is a "cookie"?
A: Cookies are a widely used method for supporting extended features of websites such as remembering your name from one visit to the next, or for allowing you to visit several different pages within a website, without having to repeatedly log in to each page. Most large or complex websites use cookies.  
Q: What is "Active Scripting" (often also called "JavaScript" and sometimes "VBScript" or "JScript")
A: Active scripting is one of the popular building blocks of modern websites, most often used to provide advanced features (more flexible online forms, for example). For example, you have probably sites where holding the mouse pointer over a word or picture changes the color or border highlighting of that item. This is almost always done with Active Scripting.  
Q: I have heard that cookies are bad, that they might cause viruses or spyware.
A: Safely using the internet is a complex topic, and Cookies represent one small part of that much larger topic. Cookies are a widely accepted convention, and many legitimate websites (including this one) require Cookies in order to function properly.

To use this site, Cookies must be enabled. You can turn your Cookies back off after you have finished using this site, if you prefer keeping Cookies off for your everyday use.		  
Q: I have heard that JavaScript/Active Scripting is bad, that it also might cause viruses or spyware.
A: Like Cookies, JavaScript/Active Scripting represents one element of the much larger topic of Internet safety. Active Scripting/Javascript is widely accepted, and to use this site, you will at least temporarily have to allow JavaScript. You can disable Active Scripting after you have finished using this site, if you prefer to keep Scripting disabled for everyday use.  
Q: I have heard that Internet Explorer is not a safe browser, and that I should use a different browser.
A: Although some people have criticized Internet Explorer’s safety, it is still the most popular browser on the internet. Recent events have also shown that other browsers (including Firefox, Netscape, and Opera) have their share of vulnerabilities too.

This site should work with any of the newer browsers, assuming that the browser settings have enabled Cookies and Javascript/Active Scripting.		  
Q: I don't see my question/problem listed, what do I do
A: Click here to submit a technical question/problem.