RQA, Inc. - Retail Quality Assurance

These are troubleshooting fixes to our most common correspondence regarding Service Manager problems. The steps with Acrobat and the IE security settings are for people having problems with the forms and instructions. The IE security settings instructions are used for people that are having problems logging in to the site.

Service Manager Troubleshooting Tips

Troubleshooting Step 1

If you are having problems logging in with the provided information, make sure that you are using the correct internet browser*. Only Internet Explorer 5.5 or later is supported with Service Manager. You can download a FREE version or upgrade at: Click HERE to go to Microsoft

Other browsers* are not supported, including AOL, MSN (butterfly symbol) and Netscape.

* Browser Explanation - An internet browser is the program that accesses and displays websites. Most computers that have Windows installed will have several internet browsers installed automatically, including Internet Explorer and Netscape. AOL has it's own browser built into it. AOL users can connect to the internet using the AOL software and then view internet pages with another "browser" by clicking and opening Internet Explorer once you're connected.

Troubleshooting Step 2

After you have started Internet Explorer 5.5 or later, add the Service Manager web site to your list of Trusted Sites. You can do this through Tools, Internet Options, in the Security tab. The option to add the site becomes available when you click on the green circle with the check mark labeled “Trusted Sites”, then clicking the “Sites” button. It is there that you can add the site to the trusted list (https://smweb.rqa-inc.com/servicemanager/). Close the IE window, open a new one, return to the site, and log in. It is important that you close and restart Internet Explorer 5.5 or later because this gives you a "fresh" start into Service Manager.

Troubleshooting Step 3

Check your settings in Acrobat Reader (you must have version 5 or later).

You can download the newest version of Adobe Acrobat Reader for free from here: www.adobe.com/products/reader/

Launch your Acrobat Reader program. Go to EDIT in the menu bar, then select Preferences. For Version 5, click General, then Options and in Version 6 go to Internet Settings. Uncheck the “Display PDF in Browser” setting (see below).

Version 5 Screen

Version 6 Screen

Troubleshooting Step 4

If this does not work, in the same area of Acrobat Reader as before (Edit, Preferences), also uncheck “Allow Fast Web View” and “Allow Background Downloading”.