Software and Web Usage Related FAQ's

• Q: Why am I logged out after a certain time?
  A: Due to the time out restriction.
• Q: How long before I get logged out?
  A: 20 minutes.
• Q: Can I change extend the time out session?
  A: No this is a feature cannot be modified.
• Q: Can I reset my session if I log out incorrectly (PC crash; close my Internet window etc...)?
  A: No but you can contact Customer Support by completing our Customer Support form here or alternatively wait 20 minutes. IUL administrators for your company can force log out users by using your administration password given at the time of subscribing to IHS.
• Q: What version of adobe acrobat reader will work with your website?
  A: Most versions will work but for better functionality Acrobat 7 and later is best.
• 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: 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 your 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: 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, 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). 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 thelogin 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: 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

• Q: How do I determine what version of Adobe Acrobat I have on my Machine?
  A: 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

Has this answered your question? Please help us improve our online supportby completing our Customer Care form online here.