The FIRSTLINK Directory Online |
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Troubleshooting Guide |
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We've worked hard to make The FIRSTLINK Directory Online the most powerful, easy-to-use, local resource research tool available. Because of a wide variety of computer configurations among our users, we occasionally receive inquiries about compatibility and how to use the service. This guide provides answers to the most frequently-asked questions. If you have trouble using The FIRSTLINK Directory Online, please review this guide. Chances are the answers you're looking for are here. Click on categories below to view the related questions and answers. |
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If you can't find the answer you're looking for here, then e-mail us at info@firstlink.org. Or call us. For billing questions or for questions regarding your subscription, call 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST. For questions about system requirements or if you're having technical difficulties, e-mail us at info@firstlink.org. |
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Technical Support/Login Help |
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1. Q: My computer crashed while I was using The FIRSTLINK Directory Online, and now it won't let me back in. I'm getting a message saying that I'm already logged on. A. Call our Customer Service department at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST, and we will help you log in. We will respond within 48 hours (excluding weekends and holidays). 2. Q. I keep getting Java Script and/or Cookie error messages while using the service. A. In order for the application to work properly, your browser must be set to accept Cookies, and the Java Script setting must be enabled. The procedures for changing these settings differ with each browser. Refer to your browser's Help file for instructions on how to change these settings. 3. Q. I type in my User Name and Password and click Enter, but I get bounced back out to the Login screen. A. You must set your browser's security preferences to accept Cookies. See your browser's Help file for instructions on how to change this setting. 4. Q. What happens if I don't log off? A. Your session remains active for ten minutes from your last search, but you can still log back in if you do so from the same computer. If you try to log in from a different computer before one hour elapses, you will get an error message that says you are already logged in. Go back to the computer you were working on originally, log in to the service, then click the Log Out link. You should now be able to move to another computer and log in successfully. 5. Q. I'm trying to log in to the service, but it's telling me I'm already logged in. A. Single license user: Chances are you were working on a different computer before you encountered this problem. Did you click Log Out before you moved to the current machine? If not then go back to the other computer and log out of the service. You should now be able to log in from a different machine. If this isn't the case, the system will automatically log you off after one hour of inactivity, after which you can log back in. If the problem persists, e-mail us at info@firstlink.org A. Multi-license user: Number of users logged on at one time may have exceeded the number of licenses purchased. 6. Q. Is there a way to increase the font size? A. The FIRSTLINK Directory Online does not have an option for increasing the font size, but your browser does. Refer to your computer's documentation for help on changing this setting. 7. Q. How do I save records and/or a search results list? A. The FIRSTLINK Directory Online does not support this feature. 8. Q. I have a multi-page search results list, but I can only view the first page. A. Your browser's Java Script setting must be enabled for this feature to function properly. See your browser's Help file for instructions on how to enable this feature. 9. Q. When logging in to The FIRSTLINK Directory Online I get an error message that says 'Certificate Expired'. What should I do? A. This is a limitation with some early versions of Netscape Navigator 4.0. To keep from getting the 'Certificate Expired' error message, download a newer version of Netscape. There is a link to Netscape's download site on The FIRSTLINK Directory Online subscription screen. 10. Q. I received an e-mail confirmation that I'm registered, but I keep getting the message: 'Incorrect user name or password. Please try again.' A. Please e-mail us at info@firstlink.org. 11. Q. I am using AOL, and I am having trouble using the application. What can you recommend? A. Minimize AOL and launch Netscape Navigator or Internet Explorer versions 4.0 or higher. If you don't have either of these browsers installed on your computer, links are provided to the download pages for both of them on The FIRSTLINK Directory Online subscription page. 12. Q. I have already subscribed, but now I want to change some of my account information. A. Call our Customer Service department at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4p.m. EST, and someone will assist you. |
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New Subscriber |
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1. Q. I paid by check but haven't heard yet whether my account has been activated. How can I find out the status of my subscription? A. Call our Customer Service department at (614)221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST for information regarding your account or e-mail info@firstlink.org. 2. Q. I never received my e-mail confirmation after subscribing. A. Call our Customer Service department at(614)221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST, and we will e-mail a confirmation to you or e-mail info@firstlink.org. 3. Q. How do I get a receipt when I sign up? A. When you've completed the sign up process, we'll send you an e-mail confirming that your account has been created. You can use a printout of the e-mail as a receipt, or, if you subscribed with a credit card, your monthly bill also provides a record of the transaction and can serve as a receipt. 4. Q. What are the methods of payment? A. Check, credit card (Visa, Mastercard), or purchase order can be used for annual subscriptions. (If invoice is not paid within 30 days of receipt, account is subject to termination.) 5. Q. Can I subscribe by phone? A. Yes, with a valid VISA, Mastercard or purchase order. Contract must still be signed and received prior to activation. 6. Q. Can I pay by check? A. Yes. Checks are accepted. 7. Q. Can I pay by credit card? A. Yes. We accept Visa and Mastercard. All subscriptions are handled by telephone, fax or mail. 8. Q. What am I entitled to as a subscriber, and what are my obligations? A. To read The FIRSTLINK Directory Online License Agreement, click here. 9. Q. Can I pay for my subscription with a purchase order? A.Yes. 10. Q. I received an e-mail confirmation that I'm registered, but I keep getting the message: Incorrect user name or password. Please try again. A.Please e-mail us at info@firstlink.org. 11. Q. Can I cancel my subscription at any time? Can I get my money back? A. You can cancel at any time by sending an e-mail message to directory@firstlink.org. Please be sure to include user name and also note that subscription fees are nonrefundable. |
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Billing Questions |
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1. Q. How do I move my billing to another credit card? A. Call our Customer Service department at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST, and we will assist you. 2. Q. How does renewal billing work? A. Approximately 90 days prior to expiration of your subscription, you will receive a new contract. Billing options are the same as with new subscriptions. 3. Q. What are the methods of payment? A. Check, credit card (Visa, Mastercard), or purchase order. |
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Access Policies |
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Q. Can I give my password to others in my office? A. Yes. Subscriber must assign one contact person in their organization to administer the user ID and password. Anyone issued the password and ID in the subscriber organization may access the database from any computer at any location with internet access. However, the number of users logged in at the same time will be limited to the number of licenses purchased. |
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Customer Service |
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1. Q. How Do I Contact Customer Service? A. Billing and Subscription Inquiries FIRSTLINK's Customer Service Department is available to respond to your billing and account questions Monday through Friday, between 9:00 a.m. and 4:00 p.m., Eastern Standard Time. (i) E-mail - send e-mails to info@firstlink.org (ii) Telephone - You may also call, (614)221-6766 Extension 157. (Iii) Fax - Send all faxes to (614)224-6866. (Iv) Mail - Send all written correspondence to: FIRSTLINK, 195 North Grant Avenue, Columbus, Ohio, 43215-5408, Att: Resource Management 2. Q. How Do I Contact Technical Support? A. Technical/Product Support Subscribers seeking technical assistance or other assistance using the Service may send inquiries via e-mail to: info@firstlink.org for a 48 hour response (excluding weekends and holidays). |
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User Name and Password Information |
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Q. How do I change my Password? A. Please contact Technical/Product Support via e-mail: info@firstlink.org for a 48 hour response (excluding weekends and holidays). 2. Q. I forgot my User Name and/or Password. A. Refer to the confirmation e-mail message you received when you subscribed. Or call our Customer Service department at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST, and someone will assist you. 3. Q. Somebody in my organization signed us up for The FIRSTLINK Directory Online but has since left the organization. How do I find out our User Name and Password? A. Call our Customer Service department at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST, and someone will assist you. |
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Content Information |
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1. Q. What is the information featured in The FIRSTLINK Directory Online database? A. The FIRSTLINK Directory Online database includes over 4,000 services to assist the people of Franklin County. 2. Q. How often is the data updated? A. The database is updated continuously and downloaded to the Directory Online. |
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Security |
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Q. How secure is The FIRSTLINK Directory Online? A. See our Security Statement for specific information. Q. How secure is my credit card information? A. All of the information you provide to us on-line is protected by special encryption coding, which makes it just as safe to subscribe on-line as it is to give your credit card information over the telephone. See our Security Statement for more specific information. Q. Are you going to sell, rent, or distribute to any other organization the personal information I provide to you when I subscribe to The FIRSTLINK Directory Online? A. No. Q. Can you see what searches I am conducting? A. No. For product development purposes, we may pay attention to the indexes that users access, but we cannot and do not monitor your searches or their results. |
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Subscription Plans |
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1. Q. How does a multi-user subscription work? A. Subscriber must assign one contact person in their organization to administer the user ID and password. Anyone issued the password and ID in the subscriber organization may access the database from any computer at any location with internet access. However, the number of users logged in at the same time will be limitedc to the number of licenses purchased. If you would like to increase the number of users that can access your subscription simultaneously,you will need to contact our Customer Service Department either by phone at 221-6766 Extension 157, Monday through Friday from 9 a.m. to 4 p.m. EST or e-mail info@firstlink.org. 2. Q. Can I use my single-user subscription on more than one computer? At home vs. at the office? A. Yes, but be sure to click Log Out when you are finished with your session or the system will think you are still logged on, and it will decline you access from any other computer for up to one hour. 3. Q. Is there a free trial period? A. No. |
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