FAQ's - Technical & Troubleshooting

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Can’t log on even with the correct user id and password
Check your cookies setting.  Setting everything to high security will disable session cookies and you won’t be able to use DriverFacts.  IE 5.5 and IE6.x have a setting to allow per session cookies. You must enable this option.   IE 5.5 setting is in the Security tab, IE 6.x is in the Privacy tab. We recommend contacting your network administrator to confirm changing these settings.

The system does not create a user id and password
See the cookies section further in this FAQ's.

The system logs me off unexpectedly
Your session may have timed out.  For security reasons, DriverFacts will close your session if there is no activity for specific amount of time.  To correct the problem, simply log back on and continue where you left off.  
If you believe that you are logged off for a different reason other than inactivity, See the cookies section further in this FAQ's.

Your browser must support cookies, and the option must be enabled to sign in
Are you using a browser that doesn't support cookies, or do you have cookies disabled?
Your browser must support cookies, and the option must be enabled to sign in.

To enable cookies

Internet Explorer 6

  1. Click Tools, and then click Internet Options.
  2. Click the Security tab.
  3. Click the Internet zone.
  4. Select a security level other than High.
    -and-
  5. Click the Privacy tab.
  6. Click the Advanced button.
  7. Click Override automatic cookie handling
  8. Click Accept for both cookie options.
  9. Click Always allow session cookies.
  10. Click OK to save settings.

Internet Explorer 5

  1. Click Tools, and then click Internet Options.
  2. Click the Security tab.
  3. Click the Internet zone.
  4. Select a security level other than High.
    -or-
    Click Custom Level, scroll to the Cookies section, and then click Enable for both cookie options.

Internet Explorer 4.x -- Not supported - please upgrade to a newer version of IE.

 

Other browsers

To see if your browser supports cookies, and for detailed instructions about how to enable this feature, see the online Help for your browser.

If you see a message to notify you that a Web site is trying to send you a cookie when you try to sign in, you should choose to continue or you will not be able to sign in.

If your browser does not support cookies, you can upgrade to a newer browser, such Internet Explorer 6.

Are you having SSL certificate problems?
Are you using a browser that doesn't support secure connections (SSL), or do you have SSL disabled?

Your browser must support secure connections (often called SSL, or Secure Sockets Layer), and the option must be enabled to sign in.

To enable secure connections

Internet Explorer 5 and 6

  1. Click Tools, and then click Internet Options.
  2. Click the Advanced tab.
  3. Scroll to the Security section.
  4. Select all of the "Use SSL" check boxes.

Internet Explorer 4.x -- Not supported - please upgrade to a newer version of IE.

 

Other browsers

To see if your browser supports secure connections and for detailed instructions about how to enable this feature, see the online Help for your browser.

If you see a message to notify you that you are entering or leaving a secure connection when you try to sign in, you should choose to continue or you will not be able to sign in.

If you are behind a firewall or proxy that does not support secure connections (for example, if you are accessing the Internet from a computer that is part of a corporate network), speak with your local system administrator to see if a solution can be reached using your network. Note that not all firewalls or proxies cause errors.

What type of computer do I need to use this website?
At this time, any computer (PC or Macintosh) with internet access and with Microsoft Internet Explorer ver. 5.0 and above, or Netscape Navigator 6.0 and above are supported.  Your browser must be capable of supporting 128-bit encryption.

Is my connection to the Internet safe?
Yes.  DriverFacts uses the highest encryption method available, 128-bit.  As soon as you enter our secure site, your information and requests are protected.

Is it safe to use credit card processing on the Internet?
Absolutely.  DriverFacts is an authorized secured website and uses a valid SSL Certificate.  Thawte is a trusted name in on-line credit card processing.   See http://www.thawte.com for more information.

Why is the email address so important?
Because this is our primary method of communication with you.   All confirmations are sent to you via email.   That is why we emphasize and test for a valid email accounts.

I don't get any emails sent to me
The most common reason is because your email on file is incorrect and the email is not reaching you.  Common errors are missing extensions (.com, .net, .org), bad email addresses, and spaces in the email.  To correct the problem, change your email address to a valid one.  To change your email address, click on the My Account link (after you have logged in) on the navigation bar from the Home Page. On the My Account screen, there will be an option to change your email address.

Why is my fax cover page missing items but it looks ok on the screen?
The most common reason is because you have a printer using the incorrect printer driver.  Check your printer driver settings and make sure it matches your printer.  Check with your MIS or computer person to help correct the problem.  The DriverFacts system needs to read a barcode to process the request efficiently.  Write in any missing information such as the SSN and the SR# on the cover page before you fax it in (all of this information should be displayed on your screen).

 

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Revised: October 02, 2002 .