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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.
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.
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.
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.
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.
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.
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.
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".
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.
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!
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.
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.
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;
- Standard Picture File
- Works Processor Document
- Animated Picture File
- Rich Text Document
- Portable Picture File
- Bitmap Picture File
- Print Quality Document
- Power Point Presentation
- Standard Microsoft Word Document
- Standard Publisher File
- Microsoft Word produced XML Document
- Microsoft Excel produced XML Document
- 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.
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.
With your downloaded file, SHIFT+Right Click the file, release the SHIFT key, select "Open With", select "Choose Program..."
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".
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.
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.
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.
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.
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.