Help Center - Before You Call
Before You Call Support
Steps Before Calling l
System Requirements l
Contact Support Requirements l
Addressing Cache, Cookies, JavaScript
Check your User Guide, New Customer or Training Documentation, or the Help information found with the product.
Search for your issue in the FusionPro VDP or Web to Print FAQs.
Ensure that you conform to the minimum system requirements
If you are using FusionPro Web, enable Cookies and JavaScript, instructions found here»
If you are using FusionPro Web, clear your Disk Cache, instructions found here»
System Platform (ie. Microsoft Windows XP 5.1.2600 or Macintosh OS X 10.5)
Browser Type and Version number (ie. Internet Explorer 6.0, Firefox 2.0.0.11 for Mac, Safari 3.0.4 (5523.10), etc.)
Page Name (ie. www2.pti.com/login.asp)
Error Message Text and Error Number (if applicable)
Internet Explorer 6.0»
Internet Explorer 7.0»
Mozilla/Firefox (Win)»
Mozilla/Firefox (Mac)»
Safari (Mac OS9 & OSX)»
Select Internet Options from the Tools menu. The Internet Options dialog opens.
Locate the Temporary Internet Files area of the General tab.
Click on the Settings radio button.
Click OK.
Locate the Check for newer versions of stored pages area, make certain that the radio dial is highlighted on Every visit to the page.
Click OK.
Locate the Custom area of the Security tab. Click Custom Level button. Security Settings dialog opens.
Scroll down to the Scripting section of the Settings window.
To access the BillPay site, your browser must support JavaScript and Java. You must select the Enable radio button under Active Scripting.
Click OK to close the Security Settings dialog.
Locate the Content Advisor area of the Content tab.
The radio button should read Enable. (If not, click on Disable until it reads Enable)
Click OK to close the Internet Options dialog.
Hit the F5 key to refresh your browser.
Note: Windows XP Users, you will need to restart your computer for the changes to take place.
Select the Tools menu. Select Clear Private Data from the drop down.
Click the check box for Cache
Click the Clear Private Data Now button.
Select Options from the Tools menu. The Internet Options dialog opens.
Locate the Content menu (Globe Icon) and check the enable Java script check box.
Click on the Privacy (Pad Lock) icon.
Locate the Cookies area and check the box Accept Cookie from Sites.
Click OK
Note: Windows XP Users, you will need to restart your computer for the changes to take place.
Select Options from the Tools menu.
Select the Privacy tab.
Press the Settings button.
Make sure the Cache check box is selected
Press the OK button.
Press the Clear Now button.
From the Tools menu, select Preferences.
From the Options dialog that opens, select the Content option (globe icon).
Click the checkbox next to Enable Javascript.
Select the Privacy option (padlock icon)
Under the Cookies area, check the checkbox for Accept Cookies from Sites.
Click OK.
To clear your Disk Cache, follow these steps:
Select tools menu.
Select Clear Privacy Data.
Make sure the Cache check box is selected
Press the OK button.
Press the Clear Private Data Now button
From the Firefox menu, select Preferences.
From the Options dialog that opens, select the Content option (globe icon).
Click the checkbox next to Enable Javascript.
Select the Privacy option (padlock icon)
Under the Cookies area , check the checkbox for Accept Cookies From Sites.
Close the dialog box window.
To clear your Disk Cache, follow these steps:
Select Empty Cache from the Safari menu.
From the Safari file menu, select Preferences.
From the Preferences dialog that opens, select the Security option (padlock icon).
Under the Web Content options, click the checkbox next to Enable Javascript.
Under the Accept Cookies option, check the radio button for Always.
Close the Preferences dialog to apply changes.
Steps to Take Before Calling Support
If you cannot resolve your issue or continue to have problems, and you conform to the minimum system requirements, gather your system information and contact Support.
Minimum System Requirements For Our Products
Due to the always expanding and improving nature of Internet technology, we require that all of our customers and your customers use the latest web browsers. View system requirementsSystem Information Needed When Contacting Support
If you contact Support, you will need to provide the following system information:
Clearing Disk Cache - Enabling Cookies and JavaScript
Each browser requires a slightly different process to clear your disk cache and enable Cookies and JavaScript. We provide instructions for the following browsers.
Internet Explorer 6.0
To clear your Disk Cache, follow these steps: Tools menu. The Internet Options dialog opens. Locate the Temporary Internet Files area of the General tab. Click on the Delete Files button. Click OK. Hit the F5 key to refresh your browser.
To enable Cookies and JavaScript, follow these steps:
Internet Explorer 7.0
To clear your Disk Cache, follow these steps:
To enable Cookies and JavaScript, follow these steps:
Mozilla/Firefox (Win)
To clear your Disk Cache, follow these steps:
To enable cookies and JavaScript in Firefox browsers, use the following procedure:
Mozilla/Firefox (Mac)
To enable cookies and JavaScript in Firefox browsers, use the following procedure:
Safari users (Mac OS9 & OSX)
To enable cookies and JavaScript in Safari browsers, use the following procedure: