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Frequently Asked Questions (FAQ's) IHS UK
- Q. What version of adobe acrobat reader will work with your website?
A. Adobe Reader 4.0 – Reader 8. We recommend reader 6 and upwards.
- Q. I have forgotten my Company Logon Details, what do I do?
A. Contact your admin person on site who looks after the account, or contact Ihs Directly for advice.
- Q. I have forgotten my Individual User login, what do I do?
A. Use the forgotten link to have your details sent to your email address or contact IHS directly or .
- Q. Why am I getting timed out after 20 minutes?
A. IHS has a 20 minute timeout session manager that automatically times you out after 20 minutes of inactivity on the site for security reasons.
- Q. Why can’t I select text to copy into another application from certain documents?
A. This is due to copyright restriction built into certain documents, or documents that are scanned images as opposed to true pdf files.
- Q. I use AOL as my ISP, are there any known issues with the AOL web browser?
A. The Aol browser is a custom made version of Internet explorer for AOL users. The IHS website is not 100% compatible with this custom made browser.
- Q. What web browser do IHS products work correctly with?
A. We strongly recommend Internet Explorer 5.5 or above for use with our website.
- Q. What web browser do our products work with correctly on the Macintosh platform?
A. At present we recommend Internet Explorer 5.2 on a Macintosh.
- Q. I can only see the first page of a document; all other pages are small little rectangles?
A. Solution Open up Adobe Reader and click on edit/preferences. There is a link down the left hand side called internet. Select this and there will a tick box called Allow fast web view. Un tick this option to resolve the problem.
- Q. What ports do I need to open up on my Firewall in order to use your Site?
A. The website uses port 80 (Http).
- Q. Can my Company access the site without having to enter in a username and a Password?
A. Yes, we can supply you with a blind login script, that will automatically log you into our site, Please contact Technical Support for more details.
- Q. We don’t want anybody from within our company accessing the website from home, is this possible?
A. Yes, we can setup Ip Restriction for you, please contact Technical Support to discuss this further.
- Q. My end users can’t access the IHS Databases using the UK Federated access portals, what should I do?
A. There may several reasons for this to take place and it all depends on how your system has been set up:
- For all users: We would highly recommend to contact your IT department in order to check your IDP access server clocks are in synch with GMT. This is a critical requirement of the UK Federation access processes and is one of the major sources of problems that are arising as seen by end users.
- For users who are accessing IHS Services via the info4education portal or http://www.ihsti.com/logon/federatedaccess/wayf.aspx are getting occasional access problems for example the following error message may be displayed:
For these users, it is recommended to advise the end users to retry the login process before contacting IHS Customer Care desk.
- For users currently accessing IHS information services via Username and Password access or IP authentication, continue to do so until IHS have implemented essential changes. You will all be notified when this has been completed.
- Q. My company have a Subscription to the IHS service. My Company account is setup so that I have to register for an Individual Username and password. I have registered my Individual Username and Password, but have not received my validation code, what should I do? (Please note this only applies to customer’s that are prompted to Register when logging into the website, not all Customer accounts are setup for Individual User Registration).
A. Please see the possible reasons for this to happen below.
• The most likely cause for you not receiving the email that contains the validation code is due to email filtering that is in use within your organizations Network. Another common term for this is a Spam filter. The email that is sent from IHS contains a validation code that can be seen by certain email filtering techniques as spam (Junk email). Please speak to your It department to allow the email to be passed through from IHS.
• Some organizations have a Vanguard Spam filtering system in place thatautomatically filters out Spam Email for your email account. If you have thissystem in place please speak to your Local It people, or check your vanguardsystem to see what emails have been filtered as spam.
• The email has landed up in your local Junk email folder (for MicrosoftOutlook users). If you have a junk email folder within your Email client programplease look in this folder.
• The Incorrect email address was typed into the Registration Form whenregistering, resulting in the email that contains the Validation code being sentto the incorrect email address. If you believe that this could be the case pleasecontact Ihs Customer Care to arrange removal of your validation code.
Contact IHS Customer Care who can remove the validation code on your accountif the above solution does not cure your problem.
- Q. I am intermittently having problems when trying to open up documents from the IHS website. The documents appear to halt during the download, or the document opens then crashes my entire Web Browser, what could be causing this?
A. This is an Adobe Acrobat problem. The versions of Acrobat that resultin this problem being seen are version 7, 8 and Adobe 9.
Adobe has posted updates on their website for all versions of Reader that are displaying this particular problem.
Adobe recommends users of the following versions 7, 8 and 9 to update immediately to the below service packs.
• Customers using Adobe Reader 7 – Upgrade to Adobe Reader 7.12
• Customers using Adobe Reader 8 – Upgrade to Adobe Reader 8.1.5
• Customers using Adobe Reader 9 – Upgrade to Adobe Reader 9.1.1
How do I determine what version of Adobe Acrobat I have on my Machine?
To determine which version of Adobe Acrobat you have installed on your machine please perform the following steps.
• Click on The Windows start button located at the bottom left of your Windowstaskbar.
• Select All Program or Programs and look for the program group or iconcalled Adobe acrobat (This could also read Adobe Acrobat reader, professional,Distiller).
• Click on the Adobe icon to open up the application.
• Once the application is open, click on the drop down menu called Helpand select the option About Adobe Reader (This will display the version numberof Acrobat)
The exact version number of Adobe will be listed as per the below screenshot.
Before upgrading to any of these versions please speak to your Local It supportgroup.
For a more detailed response from Adobe regarding this problem please see the link below
http://www.adobe.com/support/security/bulletins/apsb09-06.html
Contact IHS Customer Care if you would like to discuss this Issue further.
Has this answered your question?
If not please help us improve our online support by completing our Customer Support form online.
Other information:
- BS 7671 - only available in hard copy
- Please remember to Log out of online services by pressing the Log Out button – if this is not done and you just close the browser the system will think you are still using the service.
- If you have a general enquiry on NBS Spec writer - please contact NBS directly
- We do not put international standards on the service unless adopted by BSI
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