Problem:  

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The rep experiences something out of the ordinary or dysfunctional in the MARS web system. __________________________________________________________

Answer:         

Before calling your FSC or ATL, make sure you are using the Internet Explorer web browser and that your Internet Explorer & Windows environment are clean. __________________________________________________________

Solution:        

Run thru each step below until the problem is resolved:

1]  Always shutdown (power down) your computer properly for 20 seconds.  Then turn your system back on.  Many computer problems are just temporary glitches.  Upon reboot, try MARS again.

2]  Scan this document to see if it resolves any problem you may have.

3]  If Steps #1 and #2 don’t work to resolve your problem, clean out your Internet Cookies, Temporary Internet Files and History files.  Follow the 4-step process below.

  After this is done, restart your computer and try MARS again. 

4]  If none of the above steps have worked, use the Windows Disk CleanUp utility to clean out cached and temporary files built up by the Windows OS.  To run it, follow the below steps:

   After the cleanup is done, restart your computer.  Test out MARS again.

5]  Run a thorough Anti-Spyware utility on your computer to see if any spyware or greyware software are present on your computer.  These hidden programs can cause your system to slow down and/or misbehave.  Here are some FREE utilities you can download from the web that are also easy to use:

Download Ad Aware software

Download SpyBot - Search & Destroy 1.4

    You may need to run a thorough Virus Scan on your computer to see if any mischievous files are on your system.  Every home user should have an up-to-date Anti-Virus program on their system and should run it at least once a month or as problems arise. 

Problem:  

__________________________________________________________

A: Once the rep logs in and gets to the second page and clicks on “Okay” it takes the rep back to the login page.    

B: When I get to the login page and put in my user name and password and click OK, it brings me right back to the login page.

__________________________________________________________

Answer:

It means the Internet Explorer cookie settings need to be reconfigured.

__________________________________________________________

Solution:

Make sure the following IE cookie settings are set like the picture below.  From the Internet Explorer browser, select the Tools menu | Internet Options | Privacy (tab) | Advance.

A Cookie is a very small text file placed on your hard drive by a Web Page server. It is essentially your identification card, and cannot be executed as code or deliver viruses. It is uniquely yours and can only be read by the server that gave it to you.

A Cookie's Purpose is to tell the web site (you once visited before) that you returned to that Web page.

Problem:  

__________________________________________________________

The rep states that they are able to login, but once they get to the main screen they don’t see the rep tools drop down menu.

__________________________________________________________

Answer:         

It means the rep is most likely NOT using Internet Explorer.

__________________________________________________________

Solution:        

To use the Internet Explorer browser, go to [START] (usually bottom left of the screen), Programs, and select Internet Explorer.  Use this web browser program when you access MARS.  If you do not have the Internet Explorer, you must download it using the following link: http://www.microsoft.com/windows/ie/downloads/critical/ie6sp1/download.asp 

Problem:  

__________________________________________________________

The rep cannot access the www.lmsvc.com website.  Thus, the rep cannot access the REP LOGIN window to enter MARS.   

__________________________________________________________

Answer:         

Try the alternate website at http://www.crs.biz/fdmweb  

__________________________________________________________

Solution:        

If a rep can’t access the www.lmsvc.com website, it’s probably because it is down for maintenance or repairs.  Instead, go to the http://www.crs.biz/fdmweb website.  However, ONLY use this web link when you’ve already tried to access the main www.lmsvc.com home page and you fail.

Problem:  

__________________________________________________________

The rep states that when they go to click on the call report (highlighted in blue) it states "you can not enter this call before the start date.”  However, it is after the start date.

__________________________________________________________

Answer:         

The clock on the rep’s computer is not set correctly.

__________________________________________________________

Solution:        

Most likely, the internal computer clock is set wrong on your computer.  This would cause it to seem like you should not be able to enter the call yet.  To change this, right click on the time (usually in the lower right hand corner of the screen) and click on Adjust Date/Time.  The box below then opens up.  Change the date and/or time accordingly.   

Problem:  

__________________________________________________________

The rep cannot enter the date/time on the Admin form

__________________________________________________________

Answer:         

Needs Microsoft Controls or is not using Internet Explorer

__________________________________________________________

Solution:        

First verify that you are using the Internet Explorer web browser.  Click the Help Menu in your browser and select About Internet Explorer.  If you don’t see that option, you are using the wrong web browser to access the MARS system.  To use the Internet Explorer browser, go to [START] (usually bottom left of the screen), Programs, and select Internet Explorer.   

If you are using IE and are still encountering this problem, go to this link to download the MS Controls: http://www.crslawrence.com/ms_ctrls.html .  Once you’ve downloaded them, follow the instructions on the page.

Problem:  

__________________________________________________________

The rep cannot see the REP LOGIN button on the LMS website

__________________________________________________________

Answer:         

1. The remote user’s IE cache is not working properly.
2. The remote user’s IE cache is corrupted.
3. The computer’s OS (Operating System) may need to be cleaned out.
4. The remote user’s web browser may not interpret frames properly.
5. The remote user’s web browser still doesn’t display the ‘REP LOGIN’ button no matter what you try.

__________________________________________________________

Solution:        

a.      Go to our website (www.lmsvc.com) and press the CTRL-F5 keys several times. This will reload the entire website (including gifs) back into your IE cache.  The REP LOGIN button may be visible now.

b.      Clean up your IE Internet Cookies, Temporary Internet Files and History files by going into the Internet Explorer’s Tools->Internet Options window and clicking on the [Delete Cookies], [Delete Files] and [Clear History] buttons.  When done, press the CTRL-F5 keys once. The REP LOGIN button may be visible now.

c.      Use the Windows Disk CleanUp utility to clean out cached and temporary files built up by the Windows OS.  This procedure is documented step-by-step in another section of this document.  Please refer to that section.

d.      If you are using a web browser other than IE (Internet Explorer), then try the Internet Explorer web browser to see if the same problem occurs.  Unfortunately, we ONLY work with IE problems.  However, if you are currently using the IE browser and are experiencing problems/issues with it, you may try another web browser program to see if it works better for you.  FireFox, Netscape Navigator, and Safari are just a few web browsers on the market today.

e.      If you still cannot see the REP LOGIN button on the main lmsvc.com website, then go to the  http://www.crs.biz/fdmweb  website.  However, ONLY use this web link when you’ve already tried to access the main www.lmsvc.com website first and the REP LOGIN button doesn’t appear (or work.) 

(Though there are a number of other possibilities that could cause the above issue, we cannot go over every one of them. All we can say is that the majority of reps are not experiencing this problem while using the Internet Explorer browser.  If you need additional help beyond what we have provided in this document, please talk to a local technician, computer vendor, or Microsoft.  All we can recommend at this point is that you keep up with your computer’s Windows OS & IE updates and run a thorough Anti-Virus & Anti-Spyware check every month or as problems arise. )

Problem:  

__________________________________________________________

The rep is not able to enter data into the Call Report

__________________________________________________________

Answer:         

The rep may not be using Internet Explorer, may have a firewall in place, OR may be trying to enter data on the "Print Ready" page.

__________________________________________________________

Solution:       

First verify that you are using the Internet Explorer web browser.  Click the Help Menu in your browser and select About Internet Explorer.  If you don’t see that option, you are using the wrong web browser to access the MARS system.  To use the Internet Explorer browser, go to [START] (usually bottom left of the screen), Programs, and select Internet Explorer.   

If you are using the IE browser and you used to be able to enter data on the call report, something has changed on your computer.  Below are a few things you can check on:

DID YOU…

install or turn ON a Pop-Up Blocker recently?

change a security setting in your Internet Explorer program in any way? 

install or Activate a new security program on your computer recently (like Norton Security or McAfee?)

install or turn ON a Firewall OR virus scanner recently?

surf the web in recent days/weeks and possibly contract a virus or spyware infection?

If you have any Pop-Up blockers, firewalls, or security programs running (like Norton Security Suite), you will need to turn them off temporarily to see if that helps you with your MARS problem.  If disabling one of these services fixes your MARS problem, you will need to always disable that service while you are using the MARS system.  If this doesn’t fix the problem, you may need to speak with your Internet Service Provider (i.e. AOL, Comcast, etc…) regarding any firewall or Internet settings they may have setup.

You may also want to run a thorough Anti-Spyware (and/or Anti-Virus) utility on your computer to see if any spyware or viruses are present on your computer.  These hidden programs can cause your system to slow down, misbehave, and/or crash.

Lastly, make sure you are clicking on the blue link to access the Call Report.   Quite often the rep is trying to enter data on the screen which comes up after they click on the "Print Ready" button.  This screen is for view only.

Problem:  

__________________________________________________________

There is a strange problem happening that’s not covered by one of the solutions above. 

__________________________________________________________

Answer:         

All we can recommend at this point is that you keep up with your computer’s Windows OS & IE updates and keep your system well-maintained.  Below are some final steps you can take to possibly fix problems you may still be having. 

__________________________________________________________

Solution:        

There are a number of possibilities that could cause strange functionality on your computer while accessing the MARS website.  Unfortunately, since the majority of reps are accessing and working with the MARS site with no problems, we can’t provide much more additional help to you as a single rep.  However, if you need additional help beyond what we have provided in this document, please talk to a local technician, computer vendor, or Microsoft. 

Below are some (last ditch effort) solutions that may fix what’s ailing you:

a.     Repair or Reinstall the Internet Explorer program on your computer.  You should ONLY continue with this step if you’ve scanned over this document and have tried all of the more applicable solutions to your problem with no success.  The below web links will guide you thru how to repair/reinstall your Internet Explorer program.  You may need a computer savvy person or local technician to assist you thru some (or all) of the instructions.

       How to reinstall or repair Internet Explorer 5 [Repair tool]

       How to reinstall or repair Internet Explorer 6 in Windows XP

b.     Update your computer with the latest Windows OS & IE Updates

c.      Make sure your computer is free of spyware/greyware (advertising or malicious programs on your computer)

d.     Run a full Anti-Virus scan on your computer

e.     Download the CCleaner utility for FREE from http://www.ccleaner.com/download/ and clean out all those temp files that clog your system

f.       Defragment your computer

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