After login

• Not Possible to Export PDF or XLS Files
• Not Possible to Read Research Documents or Trade Details
• Service-Specific Error: (0x8004005)

 Not Possible to Export PDF or XLS Files

 Symptoms

You try to export data to a PDF document or to export data from tradeblotter to Excel. A blank pop-up window appears with a red cross in the left corner.

Cause

The add-on for Adobe Reader or Microsoft Excel is not installed or it's disabled.

Resolution

1. On the Tools menu, select Internet Options
2. Within the Internet Options dialog box, select Programs
3. Click on Manage Add-ons
4. Search for the Acrobat Control for ActiveX (for PDF) or Office Update Installation Engine (for XLS) and tick off the box enable
5. Click Ok; a warning message appears that you must close-down all Internet Browsers.
6. Select Ok.
7. Click OK one more time

In case you don't find the add-on within the "Manage Add-ons" box:

1. Go to following website: http://www.adobe.com/support/downloads/main.html
2. Select "Adobe Reader for Windows"
3. Download and install Adobe Reader
For XLS add-ons, ask your internal IT department to install the add-on from the MS Office CD-ROM.

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 Not Possible to Read Research Documents or Trade Details

Symptoms

You try to read Research Documents or to open the Trade Details however nothing happens and there is no error message to indicate an issue.

Cause

It seems that you have a Pop-up Blocker installed on the computer.
Note that as a general rule you should have Windows XP Service Pack 2 installed on the computer. In case you have another software installed e.g. Norton Internet Security, you will need to contact your internal IT department.

Resolution

1. In the case you have Service Pack 2 installed on the computer:
   On the Tools menu, point to "Pop-up Blocker", and then click "Pop-up Blocker settings" and add the site to the allowed sites field or click on "Turn off Pop-up Blocker". 
    
2. Within the "Address of Web site to allow" box, type the address (or URL) of FortisBusiness.com, and then click on "Add". 
   
       

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 Service-Specific Error: (0x8004005)

 Symptoms

You enter the Isabel Password within the WebSign Certificate and you receive from Windows the following error message:

The error message above is from the Event Viewer in Windows XP. This viewer logs all the issues within the Windows XP operating system and all the applications that run on the pc. Note that only a user with administrator rights can access this application directly.

Cause

Every time you switch-on and start-up your computer several services are loaded in order to run the different applications installed on your machine.
Each application installed requires RAM memory.
This the reason that sometimes running too many applications at the same time blocks the PC and you receive standard messages from windows with inexplicable codes.
These errors can be retreived within the Event Viewer in Windows XP or Windows 2000.

Resolution

Ask your internal IT department to setup the log viewer if they cannot see the error in the event viewer.

If they can see the error message in the event viewer, the IT person can stop some services that windows doesn't need. 

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