As with any website utilizing the latest technologies, there can be various problems accessing your account or being able to take advantage of all the website has to offer. You should be able to solve these problems by making sure of a few things. These are things that even the most inexperienced Internet user should be able to fix all on your own.

Macintosh Users: Unfortunately Microsoft has not released a version of Internet Explorer for Macintosh that is higher than 5.0. That means that you will not be able to utilize our website if you're using a Macintosh system. Sorry for the inconvenience, but Internet Explorer 5.0 does not support many of the newer Internet technologies.

Using Windows 95, Windows 3.11 or older: Unfortunately even if you do upgrade your Internet Explorer, and change all your system settings, you'll probably still have problems with our site and many others on the Internet. Any version of Windows that is older than Windows 98 simply won't translate any of the newer Internet technologies even if you upgrade all your other software. You'll need to upgrade your operating system to at least Windows 98.

Always use Internet Explorer version 5.5 or higher: Be sure that you are using the latest version of (IE) Internet Explorer (version 5.5 or higher) to navigate on the Internet. To find out what version you have, simply open Internet Explorer, click on the "Help" option from the menu at the very top and then select "About Internet Explorer". The "Version:" will be listed below the Logo for Microsoft Internet Explorer. If the version number is less than 5.5, you'll need to go to www.microsoft.com, download and install the newest version. It's free to do. Depending on your Internet connection speed, it could take anywhere from 5 minutes to an hour to complete.

Using Internet Explorer with your Dial-Up Service: Even if you use a dial-up service like AOL, MSN, Earthlink, etc..., you should still be able to use Internet Explorer to bring up websites to view. We suggest that you always do this anyway, no matter what you're doing on the Internet. Unfortunately, there are no standards on the Internet and many services like AOL, Earthlink, CompuServe, etc...simply cannot understand and translate some websites utilizing the latest technologies. Due to the fact that over 90% of the people use Microsoft Internet Explorer, most websites are designed to work best with that.
To do this, first connect to the Internet using your regular dial-up service. Then click on your computers "Start" button at the lower left of your screen, and select "Programs" from the options listed. Once you done this, a list of all your programs should appear. Simply scroll down/up until you find Internet Explorer and click on it to open the program.

Using Internet Explorer version 5.5 or higher and still having problems: If you're using Internet Explorer version 5.5 or higher and you're still having problem on our website, there's a few things to check on your computer. Once you have Internet Explorer open, click on the "Tools" option on the menu at the top of your screen, then select "Internet Options" from the list. This will bring up another window/box on top of Internet Explorer with tabs across the top. Click on the tab to the far right which says, "Advanced". This will bring up a list of "Check Boxes" for various things. Scroll down to the section (about half way down) that says "Microsoft VM" and make sure that all the items are selected. If there not, just click on each box that doesn't have a check mark to select it. After you've done this, scroll down to the section that says "Security". Once again, be sure that all these items are selected. After you finish this, click on the "OK" button at the bottom of this window to save your changes. DO NOT click on the "Restore Defaults" button or you will loose all your changes. We suggest that you close the Internet Explorer program and then open it up again to be sure that all your changes take affect.

Still having problems, check your "Custom Level" for Security: If you're using Internet Explorer version 5.5 or higher and you've check all the boxes for "Microsoft VM" and "Security" in the "Advanced" tab of "Internet Options", and you're still having problem on our website, the only other thing you can do is change the "Custom Level" for Security. Once you have Internet Explorer open, click on the "Tools" option on the menu at the top of your screen, then select "Internet Options" from the list. This will bring up another window/box on top of Internet Explorer with tabs across the top. Click on the second tab from the left for "Security". Near the bottom of the window will be a button that says "Custom Level". Click on this button to bring up another window/box which will allow you to change these settings. Near the bottom of this box you'll see an area that says "Reset to:" with a drop down menu next to it. Change this to either Medium, Medium-low or Low and click on the "OK" button to save your changes. We suggest that you close the Internet Explorer program and then open it up again to be sure that all your changes take affect.

Tried everything and you're still having problems: If you've tried everything and you're still not able to login to your account and use HVAC Agent, you may want to contact Technical Support at your Internet Service Provider. The problem may be caused by their network's own security features.

Feel free to call our support staff toll-free at 1-800-396-HVAC (4822) M-F 9:00 am to 5:30 pm CST., or you may also email us at support@hvacagent.com.


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