Troubleshooting Q&As
My browser shows the security padlock only after I log in, Why? When a user accesses the Online Portfolio, even though this page is protected by 128-bit encryption, the security padlock does not appear at the bottom of the browser window because the page appears "inside a frame". To test the security of the Login page, simply click the Verisign Logo on the Login page. Only after a user logs in and requests a report, does the system show all statements of your Online Portfolio in a full window view to make everything easy to see. At this point, the "security padlock appears" at the bottom of the browser window because the online statement view page is no longer inside a "frame" on your Financial Professional's Web site.
Why can't I see the Login page properly? Usually, this problem is fixed by simply pressing the "Refresh" or "Reload" button on the toolbar of your browsing software. This process makes the computer try to access the latest version of the Login page from the server.
Can I use the same username and password to access my spouse's portfolio [account]? It is OK to use the same password as your spouse, but the system will not allow two portfolios to share the same Username.
Explanation of Error message shown when server connection is lost. Request object error 'ASP 0105 : 80004005' A disconnection can occur for any number of reasons: a problem with your personal system, a problem with the server of your local service provider, a problem with our server, or a wide-scale Internet connection problem affecting a large number of users in a certain geographic area. This type of connection problem is usually short-term, and if you encounter such a situation when trying to access your portfolio, it is usually best to try again later.
Why do I have to register a different Username and Password for each portfolio in my household? In some situations, two clients in a household may have three distinct portfolios. Each client may have their own separate investments, and these two clients may also have a third separate portfolio which contains jointly registered securities. This arrangement requires three unique Client ID Codes in the portfolio database. Therefore three user registrations are also required in order to gain secure online access to each separate portfolio.
Why can't I see my spouse's portfolio [account] when I view mine? Joint accounts are available for viewing according to whoever is the Primary Owner of the investments. For example, in our database, joint accounts are usually registered in the name of one client with a notation on the account indicating that the account is held: JOINT WITH ___________.
Why doesn't my access password work? Microsoft and Netscape users must upgrade their browser to include the latest 128-bit encryption technology in order to gain secure access to portfolio information.
How can I see transactions on my portfolio [account]? If you require a report listing the transactions for any of your accounts, please contact your Financial Professional who will be able to provide this information to you.
Why can't I see my entire statement on my monitor? This situation will prevent the user from seeing the scroll bars on the right-hand side of the page, which are used to move down the page to view lower sections. This situation will also hide the "X" in the top right-hand corner of the screen which must be used to close the window after it is viewed. The solution to this problem is to ensure that your monitor resolution is set at a minimum of 800 X 600 before trying to access your Online Portfolio. To change your monitor setting, go to your Windows Control Panel, and then double click the icon called "Display" or "Monitor".
If I find a problem with my portfolio who do I contact? Please be sure to have the account holder's name, the account number and details of the problem at hand when you contact your Financial Professional.
What do I do if I forget my password?
Why do I see "User Does Not Exist"
Why can't I view my Insurance Policy or Banking Portfolio?
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