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I can't remember my password.
Your default password is delivered to you in the initial set-up
email. Try searching your email boxes for "login" - to locate your setup email, containing your
specific default password. However, if you've changed your
password, you will need to contact us in order to
have it reset. It's always a good idea to write down your
password and store it safely, or make a note of it on your
computer/phone, saving it in a
safe place.
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I want to change my password and/or
email address.
The Portal allows you to keep your password and email address up
to date. To change either of these, click the small blue button
at the top of the page with a Hammer and Spanner icon. This will
present a small pop-up window with the option to change either
your password or your email address. It's a good idea to keep
your email address up to date.
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I'm having trouble logging in.
To log in to your client pack, you need to enter 3 key details.
The client number, the username and the password. All of these
details are given to you upon the creation of your client pack.
The client number normally ranges between 3-5 digits in length.
The login is normally your first initial, followed by your
surname, all in lower case - with no spaces. The password always
starts off as "t6m15f". If you are entering these details
correctly, it's likely that your password has changed and you
should contact us immediately to have it reset. None of our
staff will ever ask you for your password, however, our
technical support agents will log in to your account, after
resetting the password back to default, if it was different from
the default. From this, we can then proceed to help you with
logging in.
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The Portal is visually broken or
doesn't seem to display right.
The Portal requires a 'Frames Compliant Browser'. Some older
browsers, especially the older versions of Internet Explorer,
don't support Frames. If you are using Mozilla Firefox or
Internet Explorer and still seem to have trouble viewing the
Portal, you should visit either Windows Update (Internet
Explorer), or Mozilla's home page (Firefox) to update your
Browser, depending on which one you use.
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What Browser should I use?
Today's Internet Browsers each have their own little perks and
tweaks that the others don't. For example, Internet Explorer is
the most diverse Browser to use, with integration in to your
Windows Operating System. Google Chrome & Safari are the fastest
Browsers, with 'Sandboxing' to prevent crashes and increase
security, whilst preserving a low CPU usage. Finally, Mozilla
Firefox has the diversity of Internet Explorer's integration in
to the Windows Operating System, whilst also adopting certain
elements found in Google Chrome, but it is a much heavier
Browser to use.
As the developers of the Portal, we
always recommend using Internet Explorer. If you genuinely do
not wish to use IE, then we suggest adopting a new found
interest in Mozilla Firefox. Google Chrome is one our favourite
browsers, but with it's forgiving code-base and reduced
compatability in the world wide web - along with so many people
using different versions, we strongly suggest using it for your
personal browsing, and let Mozilla/IE deal with the Portal.
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A new version of my Browser has
been released, should I update?
If an updated version of your browser has been released, we
recommend updating it. We are always try to keep up
to date with things like this, making sure that our software
works with the latest software. If you're ever unsure, please
feel free to email us and ask, before updating.
Updates
to browsers generally mean fixes, for the present content of the
browser. So keeping those coming is always good, but sometimes,
the code of the browser changes significantly and may have a
negative effect with some websites. If you ever experience any
problems with our Portal after updating, that were never there
before, please ensure you contact us as soon as possible,
stating the problem as specifically as possible. We will
generally start fixing it immediately, in order to ensure smooth
operation for our customers.
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Some objects on the Portal are not
working properly!
If you are experiencing technical problems with the Portal, such
as some objects not working correctly - it is likely that your
Browser is out of date. This could include problems with the
time/date functions. For example, if you are creating a Risk
Assessment, and need to give it a review date, but only see
years before the current year (Like, 2009, instead of seeing up
to 2013) - it's highly likely that you need to update your
browser, or switch off any NoScript software on your current
browser. NoScript software is an addon to Mozilla Firefox, or an
extension for Google Chrome and prevents server side scripts
from being executed. It's unlikely this will cause you problems,
but it's best to narrow down the possible number of problems.
Nine times out of ten, it's an out-dated browser. In which case, if
you're using Microsoft Internet Explorer - refer to Windows
Update, through your Start Menu, to get the latest IE. If you're
using Mozilla Firefox, just go to Google and search Mozilla
Firefox, for the latest version. Likewise with Google
Chrome/Safari, should you choose to use them.
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I'm clicking a button but nothing is
happening.
The Portal often uses small Pop-up windows to display
information or allow you to add/edit/update things within your
documents. If you happen to be clicking a button and nothing is
happening, your browser will alert you in some way that a Pop-up
has been blocked. If this is the case, consult the Pop-up
settings in your Browser and turn it off whilst using our site.
. In Internet Explorer, you can do this by clicking "Tools", hovering
"Pop-up Blocker", and clicking "Turn off Pop-up Blocker".
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To turn off Pop-ups in Mozilla Firefox, click "Tools", click
"Options", select the tab titled "Content" and either untick
"Block Pop-up Windows" or click "Exceptions" and add
"portal.solutionhost.co.uk" to the list.
. In Google
Chrome, click the Spanner/Wrench in the top right, click
"Options", click "Under the Hood", click the "Content
Settings..." button located at the top and click the "Allow all
sites" button, or add "portal.solutionhost.co.uk" to the list of
exceptions by clicking the "Manage Exceptions..." button.
We will never use Pop-up windows to filter unwanted
content down to your machine, our Portal is fully protected and
is secure enough for you to comfortably browse without any worry
of intrusion or infection.
If there is still a
problem, after adding our Portal to your Browsers exceptions
then it could be that you have an Internet Security Program,
such as Norton Antivirus or Ad-Aware, that is blocking the
pop-ups. You should consult the documentation provided with such
software to turn off Pop-up Blocking, and/or adding our Portal
to an exceptions list.
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I've clicked the 'Back' button on my
browser and lost the page!
When frames and data submission are involved, it's never advised
to use the browsers 'Back' button. It's exactly the same as
buying online and entering your credit card details. The vendors
have to wipe any session data in order to prevent people from
clicking the 'Back' button and being charged twice.
If
you do wish to go back and edit something, please use the
designated 'Edit' or 'Back' buttons provided in the Portal, just
to be safe!
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I want a colleague to use my company's
pack, but I want to keep my login
secure.
We offer the option of adding unique users to
your Health & Safety Pack. To add additional users, please
contact us via telephone to consult a staff member about the
addition of multiple users. Each user to be added costs �99.00 +
VAT. Adding additional users gives the ability of multiple
employees within the company completing Health & Safety
documents. This would be useful if your company has a specific
Health & Safety Department, or multiple colleagues can complete
Health & Safety documentation, such as doing their own Risk
Assessments, or Incident Reports.
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I can't seem to print a document.
If you are having trouble printing a document and are using
Google Chrome, you will not be able to print. Google Chrome has
a problem with the PDF Reader Plugin which doesn't support
printing. There is a route to turning the compatability on, but
we recommend using Internet Explorer or Mozilla Firefox, due to
the support being already implemented and working perfectly.
If you have a problem with printing from any browser, ensure your Adobe
Reader is up to date by visiting the Adobe Reader Download Page,
ensure to untick any 'addons' that Adobe provide and download
the updated version. If you still have problems printing your
documents, ensure your Printer Software is up to date and that
the settings/parameters are correct. If you require assistance
with setting up your printer, refer to the documentation
provided when purchasing the Printer, and/or visit the website
and search under the troubleshooting section, in accordance with
your Printer Model.
UPDATE - 21/04/2011: Printing in Google Chrome.
You can now print in Google Chrome. If it is not already
working, update your Google Chrome Browser by clicking the
"spanner" icon in the top right and clicking "About Google
Chrome" (It will check for an update) or follow the steps below
to turn on PDF Printing.
. Open your Google Chrome Browser.
. In the Address Bar, type "chrome://plugins"
- Without the double-quote tags.
. Scroll down to find Adobe Reader
Plugin.
. Click Enable.
. Go back to the page you were at in the
Portal, click the PDF Icon again, you now have the ability to
Print and Save the document.
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I can't seem to upload or download
my custom documents.
When uploading documents to the portal, ensure the file format
is compatible. Our portal supports the following file
formats;
. .jpg - Standard Picture File . .wps - Works Processor
Document
. .gif - Animated Picture File . .rtf - Rich Text
Document
. .png - Portable Picture File . .bmp - Bitmap Picture File
. .pdf - Print Quality Document . .ppt - Power Point
Presentation
. .doc - Standard Microsoft Word Document . .pub - Standard
Publisher File
. .docx - Microsoft Word produced XML Document . .xlsx -
Microsoft Excel produced XML Document
. .xls - Standard Spreadsheet File
If you are having trouble downloading a document, and the
download fails to start, ensure you have no download prevention
software active. If you're downloading from within Internet
Explorer, you should be presented with a dialogue box that
states 'Open', 'Save' and 'Cancel'. Click the 'Save' button to
save the document to your computer. Clicking 'Open' only opens
the document in Read Only, which is fine for printing, but will
not allow you to make any changes. Downloading within Mozilla
Firefox will present you with a similar dialogue box, except
Mozilla will start the download in a small pop-up window showing
all your recent downloads, you should access the file from
there.
If you experience other download or upload
problems, feel free to contact us to get further assistance.
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I can't seem to open any of the
documents I've downloaded from the
Portal!
This can occure when your Operating System has been instructed
to open certain file types using specific programs, and most
commonly occurs when the program it's been told to use, is not
compatible with the file format. For example, you can't open a
".doc" file in "Microsoft Paint". Normally the Operating System
selects the proper program to run, when opening a specific file
automatically - and it's usually the correct one. However, if
for some reason you are having a problem with opening the
documents provided, here's how to work around it.
1) With your downloaded file, SHIFT+Right Click the file,
release the SHIFT key, select "Open With", select "Choose
Program..."
2) Browse the list to see if a valid program is available. Most,
if not all Text Documents, can be opened with Microsoft Word,
any version above 2000. All image files can be opened with
"Windows Picture & Fax Viewer".
3) Double click the program related to the file type, the
program will now launch and present you with your
document.
Refer to the section above, for file type information. If you
are having trouble opening a PDF Document, ensure you have the
latest Adobe Reader software available from the Adobe Reader Download Page.
Uncheck any addons provided by Adobe before
downloading.
If you suffer from further problems, or
still fail to open a document, please feel free to call or email
us.
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I'm having trouble searching for a
document.
Our system is developed to display everything at the click of a
button. If you find that you can't find a specific document, try
searching for it by it's unique ID (For example, if you need to
re-print a Risk Assessment). The unique ID is displayed after
you finish a document, at the top of the screen. It is a good
idea to always keep a track of these.
Alternatively,
you can just click the "Search >>" button in the lower right
hand corner of any document search page in your Health and
Safety Pack. This will show you all the documents in that
category that you have created. If you're searching for a
specific document and are entering search terms in to the text
boxes, ensure you have the correct entries of text. For example,
searching for the document "A Test Risk Assessment" won't
display if you miss-type and are searching for "A Tset Risk
Assessnemt". If you ever have a situation where you have
finished a document, and the system message at the top of the
finish page states that the document has been entered in to the
database, but the document is some how definitely not in your
search list, please call us as soon as possible. The chances of
that happening are extremely low, but in any case that it does
happen, we need to know in order to fix it.
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I need assistance with my tasks.
The Safety First Pack is equipped with Tutorial PDF's, which
will walk you through - step by step, each of the document
types. From indepth information on how to create a Risk
Assessment, Method Statement or COSHH Assessment, to using our
exclusive Site Safety Audit Application and Equipment Register
Application.
If you're unable to continue with a
task on the Portal, and neither the troubleshooter or tutorial
documents are able to help you, we strongly urge you to contact
our trained staff on the number below.
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It's not urgent, but I have a query.
If you have a query that doesn't need an immediate reply, you
can email us. We will get back to
you with a reply as soon as we can.
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I sent an email over a day ago and have
not had a reply.
If you have emailed a specific staff member and have not
received a reply yet, it's likely that the staff member is away
on site. Please call us if your enquiry is of an urgent nature.
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We are here when you need answers or help. Our skilled helpdesk staff are always ready to help, you
can contact us from 8am to 9pm GMT Monday to Friday and 9am to 5pm at weekends.
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