1. your browser Version may be incorrect–check here
2. your browser Settings need to be checked, see here
3. your browser's Temporary Internet Files need to be cleared. See here for this procedure.
4. your browser must accept Cookies. This is the default setting for most browsers, but see the Cookies section of these notes for more information.

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5. your browser must read Java, also known as Microsoft Virtual Machine or Microsoft VM.
   To check if it is enabled, click on Tools, Internet Options, and the Advanced tab. Scroll down to Microsoft VM (in between HTTP settings and Multimedia). Check there is a tick in 'JIT compiler for virtual machine'. If it is not ticked, tick it and then click on Restore Defaults and Apply.
   To check if it is installed,
       1. Select Start, then Run.
       2. Windows 95,98 and Me users, type "command" (without the quotes), then hit the Enter key.
           Windows XP, NT4 and 2000 users, type "cmd" (without the quotes), then hit the Enter key.
       3. In the command box, type "jview" (without the quotes) and hit the Enter key.
       4. On the top line, you should see a version number in the form x.yy.zzz. The last four digits are the version number.
       5. To return to Windows, type EXIT and hit Enter.
   Windows XP users please note: if you get an error message here, your version of XP does not have Microsoft VM installed. This was included in Service Pack1 for XP or from the Java Machine Help Site or contact your computer supplier or technical support.

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6. your browser may have files that are out of date or do not function properly.
   Internet Explorer has a Repair Tool which is described in Microsoft's Knowledge Article Q194177.
   The article explains how to use the Internet Explorer Repair Tool:
   1.Click Start, point to Settings, click Control Panel and then double-click Add/Remove Programs.
   2. Click on Microsoft Internet Explorer 5 (or 6), click Add/Remove, select Repair and then click OK.
   3. After the process is complete, it will prompt you to restart the computer. Click OK. Refer to the Knowledge Article if any errors are located.
   4. IE5.5 SP2 users can also select Reinstall All Components in step 2.
   An alternate way to access this program is by clicking Start, Run, type msinfo32, click OK, then select Tools, Internet Explorer Repair Tool.
   Windows XP users please follow this procedure:
• Click Start, and then click Run.
• In the Open box, type sfc /scannow and then click OK. You may be prompted to insert the Windows XP cd.
• For more information, see Microsoft's Knowledge Base Article 318378
7. Congestion during peak processing times may slow down the system. Alternately a break in the transmission lines between your service provider and our data centre may cause a temporary failure of service. We apologise for any inconvenience, please exit and try a little later.

4. After I enter my Member Number and Password, the screen gives a ‘timeout error’ message.
This can be remedied by altering the browser settings.
Click on Tools, then Internet Options. On the General tab, in the middle section ‘Temporary Internet files’, click on Settings. Alter ‘Check for newer versions of stored pages’ to the option – Every visit to the page. Click on OK, and OK.

5. After I enter my Member Number and Password, the screen says 'Access Denied'?
You are entering the wrong password. If you enter this incorrectly three times, you will get a notice warning that you will be deactivated if you try again. Please phone Companion On Call on 131609 before you try again.

6. After I enter my Member Number and Password, the screen says 'Host Communications Error'?
This indicates congestion between your computer and our secure data centre and is usually cleared within a few minutes or so. Please leave for a few minutes and try again.

7. After I enter my Member Number and Password, the screen says 'The server cannot find the url you requested' or "The page cannot be displayed"?
This is caused by your browser not accepting 'cookies'. Internet Explorer 6 users, please check in Internet Options on the Privacy tab that this setting is either Medium or Medium High.

8. After I enter my Member Number and Password, the screen says "CONNECTION EXPIRED You are now signed off. Click Ok to close this window"?
This is caused by your browser not clearing the 'cookies' from a previous session. See the Cookies section for more information. Internet Explorer 6 users, ensure that you have the latest security updates for your browser, available from Tools, Windows Update.

If you continue to have login problems, please check that you have the latest updates for your internet browser and Operating System (Windows). These updates are recommended for your continued security and can be downloaded through Windows Update. Click on Start, Windows Update or open Internet Explorer and select Tools, Windows Update.


Alternately, you may wish to use an alternate internet browser such as Netscape or Firefox.

If you are unsure of how to do this, please contact your PC maintenance service or the dealer from whom you purchased the PC.

What are Cookies?
Cookies are small data packets that can be stored on your computer by an application you are interacting with over the internet. We use cookies to monitor the state of our server's connection with your computer.

To use our application your browser must be instructed to accept cookies. Your browser may be set to do this already, in which case you may be unaware that cookies are being exchanged between our computers. If not, you will probably receive messages from your browser asking whether you want to accept cookies.
At the end of your session our application always removes any cookies we have placed on your PC. Be assured we do not use cookies for any purpose other than to monitor the status and integrity of your current session.

• Quit Internet Explorer (if it is running). Click Start, point to Settings, and then Control Panel* Then double-click Internet Options.
• For Windows XP, click on Start, Control Panel, Network and Internet Connections, Internet Options or
  Start, move up to Internet Explorer icon and right-click, then left-click on Internet Properties.
• Under Temporary Internet Files, click the Settings button. Then click the View Files button. Press CTRL+A to select all files and press DEL or click the Delete option at the top of the window. Click the Yes button on the dialog box that appears.
• After all the files are gone, close the window. Click OK, and then click OK again. Close the Control Panel and start Internet Explorer.
• *If you are unsure of how to do this, consult your PC maintenance service or the dealer from who you purchased the PC. You need to ensure that changing any settings will not affect any other programs on your computer before you make any changes.

Why is it that some boxes or buttons on my browser's window are not displayed correctly?
Your PC could be running out of assigned memory. Close down some other applications you have open to free up memory. Your display settings may also not be correct for your monitor or you may not be using the correct driver for your monitor. Please contact your PC maintenance service or the dealer from whom you purchased the PC.

The calendar I use to select dates for Transaction History or Download Transactions inserts year 2100 instead of 200x. Why is that?
Most probably your PC is not Y2K compliant. You could ask your PC maintenance service or the dealer from whom you purchased the PC to check it for Y2K compliance, or merely type the To Date and From Date into the appropriate boxes instead of using the calendar facility. Also check that Windows has not made a mistake when changing to/from daylight savings time.