November 23, 2009

Phone: 225-925-1835 or 1-800-562-9235
Fax: 225-925-7069

· Browser Questions
· Viewing and Printing Questions
· Online Forms Questions
· Security Questions

Which browser versions does the OCG web site support?
Our web site supports Internet Explorer 5.0 and higher, Netscape 7.0 and higher. These are the minimum browser versions necessary to support all of the features and functions of the OCG web site. If you need to upgrade your browser, please go to the Microsoft or Netscape web site.

How can I tell what browser version I am using?
In the browser's toolbar, click on Help. You will see a menu option that starts out "About..." Click on this menu option. You will see the type of browser you are using and also what version.

What browser options (e.g. cookies) do I need enabled to use this web site?
There is only one option that needs to be set in your browser to take advantage of features on the OCG web site. This option ensures that your Security Level is set to Medium.

If you are using Internet Explorer, you can verify this by following these easy steps.

1. Open your browser.
2. Click on Tools on the toolbar.
3. Click on the Security tab.
4. Click on the Internet Icon.
5. Under Security Level for this zone, make sure it is set to Medium.

If you are using Netscape Navigator, follow these steps.

1. Open your browser.
2. Click on Edit on the toolbar.
3. Click on Preferences.
4. Click on Advanced in the Category list on the left.
5. Click on Enable Java on the right.
6. Click OK.

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What is the best resolution (e.g. 800x600 or higher) to have set in order to use this web site?
The OCG web site has been built to handle a screen area of 800x600. If you are running Windows, you can change your resolution. Click on Start. Click on Settings. Click on Control Panel. Click on Display. Click on the Settings tab and adjust your screen area using the slider. Also, make sure that the colors are set to High Color (16 bit) or better.

Why am I missing parts of the web page (e.g. images)?
If a page does not load completely, refresh the page. To refresh a page, click on View in your browser's toolbar. Then click on Refresh. The web page will begin to refresh. This should solve problems related to missing images or other components.

The fonts are too small for me to read. How do I change this?
If the fonts are too small or too large to view correctly, you can easily change the sizes.
If you are using Internet Explorer or Netscape Navigator, follow these steps.

1. Open your browser
2. Click on View
3. Go to the "Text Size" option
4. Select the size you want

How can I see what my page will look like before I print it?
The Print Preview feature allows you to preview a page before you print it.
To view a printer-friendly version of any page, click the "printer-friendly" link or the "Print" link on the top of any page.
To preview a page in either Internet Explorer or Netscape, click on File on your browser's toolbar.
Click on Print Preview in the menu.
You will see a preview of the page and you can then determine if you want to print that page or not.

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I can't view or open an online form. What should I do?
The majority of online OCG forms are in a PDF format. This format allows these forms to be printed to match the paper forms. You may be experiencing some issues with PDF format documents if you don't have Adobe Acrobat Reader. Or the form may need a particular version of the Adobe Acrobat Reader.
Occasionally one of our web pages will show that it has loaded but still does not appear. If this happens again, and you are using Netscape (browser), click on RELOAD at the top of screen and the page should display. If you are using Internet Explorer, click on REFRESH at the top of the screen. If you try this and it fails, make sure you have Adobe Acrobat Reader 5.0 or higher installed on your PC.
If you do not have Adobe Acrobat Reader, you can download it free.

How can I download a form directly to my hard drive and stop the form from displaying in the web browser window?
Use the "Save Target As..." (or "Save Link As...") browser option to download the PDF file directly to your hard drive and bypass the Acrobat Reader plug-in.

1. Go to the page containing the link of the file you are trying to save.
2. Move your mouse pointer over the link on the page.
3. Right click (or left click, if your mouse is configured for left handed operation) on the link.
4. Click on "Save Target As..." (or "Save Link As...") when presented with a menu.
5. Select a location on your PC to save the file, if you are not used to saving files, save it to the desktop.

Use Adobe Acrobat Reader to open the file after downloading. If you do not have Adobe Acrobat Reader, you can download it free.

When downloading a PDF form, my web browser window says, "Done," but all I get is a blank screen. I already have the latest version of Adobe Acrobat Reader, is your file damaged?
If you experience PDF files appearing as a blank window within your web browser after downloading, follow the steps below to resolve the issue:
Try reloading or refreshing the page.
If you are using Netscape (browser), click on RELOAD at the top of screen and the page should display. If you are using Internet Explorer, click on REFRESH at the top of the screen.
Try using the "Save Target As..." (or "Save Link As...") option to download the PDF file directly to your hard drive and bypass the Acrobat Reader plug-in.

1. Go to the page containing the link of the file you are trying to save.
2. Move your mouse pointer over the link on the page.
3. Right click (or left click, if your mouse is configured for left handed operation) on the link.
4. Click on "Save Target As.." (or "Save Link As") when presented with a menu.
5. Use Adobe Acrobat Reader to open the file after downloading.

Verify that you have the correct version of Adobe Acrobat Reader. If you are using a version of Adobe Acrobat Reader prior to 5.0, upgrade to version 5.0 or later. You can download it free.
For known Issues with Internet Explorer and Adobe Acrobat Reader, please see Microsoft Support Online for a possible solution.

When I download a PDF form, I get a message claiming that the PDF file is damaged (or corrupted). Is your file damaged?
All of our PDF files are verified prior to posting on the web site. Most likely your download was not successful. Exit your browser and try to download the file again.

When I tried to download a PDF form, I got a message asking me what application to use. I selected Word (or another program). Now all I see is weird symbols when I look at the file. What can I do?
The majority of online OCG forms are in a PDF file format. To view these files, you will need Adobe Acrobat Reader. If you do not have Adobe Acrobat Reader, you can download it free. The easiest way to fix your problem, is to install Adobe Acrobat Reader. Once the installation is complete (you may have to restart your computer), your computer will no longer use Word to view the PDF file. Your computer will use Adobe Acrobat Reader to view the files instead.

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What is your Security Policy & Terms of Use for this web site?
Please view our Security Policy and Terms of Use sections.

What can I do to protect my information?
There are three basic things you can.

1. Do NOT provide your User ID, PIN or password to anyone else.
2. Be sure your PIN or password is something known only by you. As you recall, your User ID, PIN or password are the ways you access your information. These should be kept confidential in order to reduce your security risks.
3. Always log off. Once you have completed your transactions it is important to log off so you do not leave a "live" session active for someone else to use. If you forget to log off, we will do this for you but only after a period of time has passed.