Etrash's Resonse to My Complaint About Their System Outages
More ClintonSpeak/Clintonease from ETrash..
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Dear Investor:
Thank you for choosing E*TRADE.
NOTE: without specific information regarding your system inquiry, it can be very difficult to ascertain exact problems to allow us to provide specific solutions. With this reply we are attempting to 'hit every nail on the head' so that you may know the answer to an issue with the first reply.
BOOKMARKS AND FAVORITES: These can be a source of problems. You may find that your best access comes by typing in www.etrade.com directly into your browser. This will give you the best over all connection available to you due to routing issues.
HOME PAGE: We do not suggest that you use our site as a home page as it is a secure site. Search engines are generally the best choices for Home Pages. Try Yahoo, Metacrawler, Lycos, etc.
BROWSER VERSION NUMBER: Please verify that you have the latest browser. For PC's go to HELP at the top and then ABOUT Navigator, Explorer, AOL, etc. For Mac's go to the Apple and then ABOUT.
NETSCAPE NAVIGATOR:
+ Series 3 - 3.04 is the latest and the best. It can be found at: ftp://archive:oldies@archive.netscape.com/archive/index.html#3.04en
+ Series 4 - 4.08 It can be found at www.browsers.com. Click on the 4.08 128 bit encryption link. The other files are much larger to down load.
+ Series 4 - 4.5 is a brand new version just released to the public. The newest version of 4.5 runs a new version of Java. This has had some compatibility issues with previous versions of Java.
INTERNET EXPLORER:
+ Series 3 - 3.02 seems to be the most reliable.
+ Series 4 - 4.01 (with service pack 1) is the latest and is also reliable. If you experience difficulties, you may try disabling Java JIT Compiler and enabling Java Logging. Go to View, Internet Options, Advanced Menu, scroll down to Java.
DOWNLOADING BROWSERS: They can be found at www.browsers.com for free. For 4.08 click on the 4.08 128 bit encryption link as it is the smaller file of the group. For 4.01 click on the 4.01 w/service pack 1. Do not try browsers that are labeled BETA as they are for testing and may not be reliable. Further, 16 bit implies Win 3.1 and 32 bit implies Win95.
CACHE AND HISTORY FILES: Once in a while your web browser cache can be the culprit. You might want to clear this out (especially if you've not done it recently) and then attempt your task again. Here are the directions for some of the more common browsers.
+ Navigator 3.0 series: Go to Options, Network Preferences, Cache, Click on Clear Memory and Clear Disk.
+ Navigator 4.0 series: Go to Edit, Preferences, Advanced, Cache, Click on Clear Memory and Clear Disk.
+ Explorer 3.0 series: Go to View, Options, Advanced, Settings, Empty Folder.
+ Explorer 4.0 series: Go to View, Internet Options, General, Delete Files.
+ CompuServe: Go to Access, Preferences, General, Define Browser, then follow above Explorer directions.
+ AOL: Go to Members, Preferences, WWW, Advanced Tab, Settings, Empty Folder.
RUNNING MULTIPLE BROWSERS: It is not unusual for one browser to get you to a site quickly while another may be slow or fail to bring you to the site at all. You can have more than one instance of the same browser running as well as multiple browser versions running, but it is not recommended. Do not have more than one instance of a browser on an order entry page.
AUTHORIZATION FAILED: An alternative address above may clear this up. This can also be an indication that there's something wrong with either the USER ID or Password. Passwords are only 6 digits long. You might want to verify this information and try again. Your original password and USER ID can be found on your Welcome Letter. You may call in to reset your password. This may also be the result of a weak connection to our site. See Bookmarks and Homepage above for more information.
SECURE PAGES, CAN YOU ACCESS?: If the above does not work, try going to your local banks web page, such as banking.wellsfargo.com. This will help test that you can access secure sites. If not, please refer your problem to your Internet provider. You do not need to have an account to test this. For AOL customers check your Parental Control settings.
CLOSING INTERNET CONNECTION: If you break your connection to the internet it will be roughly five minutes before you will be able to log back into your account.
DNS ERROR: This can indicate a temporary problem at your internet service provider. Please call them and inform them that you have a DNS error to our site.
There is also a program out there called NetMedic. It helps to diagnose ISP, routing, and destination issues. Problems you may have experienced could originate anywhere from our site to your ISP on to your computer. The likely areas would be between our site and your ISP.
There is also the ability to connect to your account via the automated phone system at 800-786-2571 or through Direct Connect modem connection. The latter has directions for connection at our web site in the service center. Many big and small traders alike use this method to trade or as a back up.
If none of these match the problem you're having, or if you've tried these, and are still having difficulty, please feel free to call the number below. We are staffed with Technical Support Specialists, who can work with you to troubleshoot and resolve issues.
For additional assistance, please contact us at 1-800-786-2575, Monday through Friday, from 8:00am to 9:00 pm EST or refer to the E*STATION Service Center or Learning Center Links which can be accessed through the link on the Main Menu Page. E*STATION provides detailed instructions, definitions, and services to assist you in navigating your E*Trade account.
Sincerely,
Tim M.
E*TRADE Customer Service
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Once again, its the customer who is at fault!!
DD |
