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Frequently Asked Questions

How do I logon?

To logon, enter your username and password at the top right corner of the website in the username and password text boxes and then press enter or mouse click on the logon button. Once logged on you will see your username and company name in the top right box. You can log off by clicking on the LOGOFF link in the top right box.

I have forgotten my password for the site. What can I do?

Please contact Technical Support directly to retrieve or reset your password.

I cannot access some of the web pages?

You must be logged on to access the advanced features of this site. If you are logged on, your user name and company name will show in the upper right corner. If after logging on you still can't access some web pages please contact Technical Support or, if you prefer, open a new support ticket for this issue in the Client Resources/Support/Trouble Ticket Access section.

Why am I not getting any alerts?

Alerts will be sent automatically to your email for the alert types that you have subscribed to. You can update your notification email (or mobile# for SMS text messaging service) and subscribe to the the various alerts using the Account and Alert Management sections found in the menu under Client Resources/Support. If you would like to receive text messages for alerts, you must first enable this feature and provide a cell phone number in the account management section.

Why does my report sometimes take longer to load?

Our reports are generated in real-time to ensure you always have the most up to the second data in your report. Because of this, the report speed may vary with the current load on our system and the type of report and data parameters. You can shorten the generating time of your reports by narrowing the scope of data by using the filter parameters.

Why are my report download files always named rwservlet.xls?

rwservelt.xls is the default name for download files in our system. After saving your file you should rename it to a name meaningful to you with a .CSV file extension. CSV stands for 'Comma Separated Value' and is a standard data format for loading data into spreadsheet programs such as Microsoft Excel. It is mandatory to rename the file extension to .CSV as the default .XLS value will not appear correctly in your spreadsheet program.

How do I sort multiple columns in the table lists?

You can Sort multiple columns simultaneously by holding down the shift key and mouse clicking a second, third or even fourth column header.

How do I change the status of my new alerts from Unread to Read?

On the Alerts page each alert has a link in the 'Ref Num' column. Clicking on this link will bring up a report corresponding to the alert and also change the alert status to Read.

Who will respond to my information request and how long will it take to get a response?

All information requests are processed daily during business hours by our Sales Department. After submitting a request you will receive an e-mail confirming that your request has been received.

How do I set up Internet Explorer to download a report?

To setup Internet Explorer to allow downloads the security settings may need to be changed. To change the settings go to the menu 'Tools / Internet Options' and navigate to the Security tab. Click on the Custom Level ... button, then scroll down to 'Downloads/File Download' and select the 'Enable' option. Click the OK buttons to exit. Internet Explorer will need to be closed and restarted for the changes to take effect (rebooting your computer is not required).

I cannot see the PDF report on my mobile device. What can I do?

Internet browsers in mobile devices do not support PDF documents. As an alternative, you can use the button "View Report" which will show you the report as a web page.