GENERAL FAQ CONTENTS



Passwords


Downloads

Organization


Searches

Browsers

Errors





GENERAL FAQ


Passwords

    Q: What are the minimum password security requirements?

    Your password must be at least six characters and include at least one non-alphanumeric character

    Q: What do I do if I forget my password?

    Do not exhaust all of your password attempts trying to guess the correct password. Instead, click the Forgot my password link on the login page to send a password reset link to your registered e-mail address.

    Q: How many login attempts do I have?

    Five. After five incorrect login attempts your account will be locked

    Q: What do I do if I am locked out of my account?

    Please contact the Payments Canada Service Desk using one of the following methods:
    • E-mail: opshd@payments.ca
    • Toll free: 1-800-263-8863

Downloads


    Q: How do I download a document?

    Click the box to the right of the document name. A checkmark appears in the box.
    Click the Download button on the Library page view. The selected files are now downloading.



    Q: Can I download multiple documents at once?

    Yes. However, to do this, documents must be located on the same Library page.
    To ensure the efficiency of the download process and maintain adequate performance, Payments Canada has set the document limit for a single download at 10. Please keep in mind that most browsers place limits on the number of files that you can download at one time. In addition, internet connection speeds and computer performance play a role in file downloads.

    Q: Where are the downloaded documents saved?

    Downloaded files are usually saved in your computer’s Downloads folder, but this can change based on your personal settings and browser.
    If you have not used personal settings to change the default download location, consult the table below to find your downloaded files based on your operating system.

 

 

Default Download Locations

Operating system

Download location

Windows Vista

Users\<User Name>\Downloads

Windows 7

Users\<User Name>\Downloads

Windows 8  Users\<User Name>\Downloads

 




It may be possible to view downloaded files through your browser. Consult the table below for supported browsers and steps.
Browser Document Viewing

Browser Document Viewing

Browser

Steps

Chrome

In the browser, press CTRL+J

Firefox

In the browser, click the blue arrow beside the address bar


 


If you are unsure where a file was saved and are using Windows 7 or newer, you can search for your downloaded files using the search box in the Start menu.
When downloading documents, you may choose to save the files in a location other than the Downloads folder. To do this:
  1. Select Save As from the Save File dialogue box.
  2. Select the preferred destination folder.

If you are saving multiple files to a destination other than the Downloads folder, Windows will remember the last save destination so you will not have to specify the location again during the same session.

Q: Why can’t I download a file?

Your downloads may be blocked. Download functionality depends on a number of browser settings. If your downloads are blocked, please contact your IT Department or refer to the browser support documentation.

Q: What do I do if my computer froze/crashed while downloading documents?


Try downloading fewer documents. While the Member Portal allows up to 10 downloads at once, some web browsers have their own limit. Try downloading five or fewer documents at once.

Q: What do I do if my downloads didn’t work?


Your downloads may be unsuccessful due to one of the following reasons:
  • Your pop-up blocker may be set too high, set to block the Payments Canada site, or set to block all sites. Please refer to the Browser section of this document for information related to pop-up blocker.
  • Your browser settings may be set to block downloads.
  • Your anti-virus software may be interfering with the download process.
  • Your downloaded file may be named with a partial tag. Delete the file and retry the download.

Q: What do I do if I am trying to download multiple files and new tabs are appearing in my browser but I am not receiving any download prompts?


If you are using Windows 7 and Internet Explorer 8:
  1. Click the Internet Explorer icon located on the taskbar at the bottom of your screen. A drop down list opens.
  2. Click on the first document that is displayed in the list. Your document download prompts should now display on the screen.
If you are using Windows XP and Internet Explorer 8 (or a combination of newer operating systems and browsers):
  • Click on the first flashing coloured tab displayed at the top of the screen. Your document download prompts should now display on the screen. If they do not, try clicking on another tab.

Q: Why do so many tabs open when I download documents using Google Chrome?


This is part of the download functionality of Google Chrome and is expected behaviour. You can manually close all of the tabs or leave them until you close the browser completely.

Q: Can I view a document without downloading it?


Yes. To view a document without downloading it, click the document title.



Organization

Q: How are documents sorted in the Document Library?


Documents are automatically sorted by upload date with the most recent documents listed at the top.

Q: Can I change the order that documents are sorted?


Yes. To change the sort order, click on the heading of the column by which you wish to sort.

Q: How are folders structured?


Folders are structured by committee meeting. There is a single folder for each committee meeting that contains all of the required materials for that meeting. You do not need to search multiple folders for a single meeting’s documents.
If necessary, administrators can create additional folders.

Q: How do I display documents from a single folder only?


To display documents from a single folder, select the desired folder from the All Committee Documents Folder drop down box. If no documents are displayed when a folder is selected then no documents are contained in the folder.






Q: How do I return to the Multi Document View?


To return to the Multi Document View, select All Committee Documents Folder from the drop down box.

Q: How do I change the number of documents on a single page in the Document Library?


The default number of documents displayed on a Document Library page is 50. To change the number of documents displayed:
  1. Enter the desired number in the Page Size box at the bottom of the Library View page.
  2. Click Change.

If the selected folder has less than 50 documents, the library displays all of the files by default.



Q: How do I navigate to a different page in the Document Library?


You can navigate to a different page in the Document Library using one of the following methods:
  • Click the page number located along the bottom left of the screen.
  • Click the arrows located on either side of the page numbers at the bottom left of the screen.
  • Enter the desired page number in the Page box and click Go. If using this method, you must click Go instead of pressing the Enter key on your keyboard.




Q: Can I filter documents using key words?


Yes, however the key words must be entered exactly as they appear in the document title. To search the Document Library:
  1. Type your search term in the Folder or Document Name text field.
  2. Click the Filter icon beside the text field. A drop down menu opens
  3. Click Contains or Starts With from the drop down filter menu.
To clear the search results, select No Filter from the drop down filter menu.



Searches

Q: How can I find what I’m looking for?


In addition to the filter feature, the Member Portal includes Global and Committee search features.
Global Search is located on the Member Portal home page and searches for documents containing a specified word or words within a single committee or throughout all committees that you have access to.
Committee Search is located on each committee home page and searches for documents containing a specified word or words within that committee folder only.

Q: How do I change the number of documents displayed on a single page of search results?


To change the number of documents displayed on a single page of search results:
Select the desired number of results from the Page Size drop down menu.
Click Change.

Q: Why isn’t my search returning any results?


Your search may be unsuccessful due to one of the following reasons:
  • The current Library view does not contain a document that matches your search terms.

  • Your search criteria may include a typo. Please note that the search function does not correct spelling errors.

  • The words in your search criteria must be the exact phrase that appears in the document you are searching for. Example: If you are looking for a document titled The Lazy Fox and use the search criteria “The Fox” your search will not return any results. To find The Lazy Fox use the search criteria “The Lazy” or “Lazy Fox” to return results.

  • You may have applied a folder filter. Verify that the document you are searching for is located in the folder you are currently searching. 

Browsers


Q: Which browsers support the Member Portal?


The Member Portal was tested with the following web browsers:
  • Internet Explorer 8, 9, 10, 11

  • Firefox v31

  • Google Chrome v36


Testing indicated that the Member Portal functions best when using a newer browser. Older browsers such as Internet Explorer 8 may have outdated download protocols that hinder the functionality of the Member Portal. It is recommended that you access the Member Portal through a browser other than Internet Explorer 8.

Q: Do I need to enable pop-ups to use the Member Portal?


Yes. When accessing the Member Portal ensure that you enable pop-ups for site. If pop-ups are blocked, will receive a notification under the address bar of your browser that indicates pop-ups have been prevented.
To allow pop-ups in Firefox before receiving a warning:
  1. ;Navigate to the member portal login page.

  2. Click the Pop-Up Blocker icon located in the address bar. A menu appears.

  3. From the menu, select Allow/Block pop-ups for this site.

To allow pop-ups in Firefox after receiving a warning:
  1. Click the Options button located in the warning message. A menu appears.

  2. From the menu, select Allow/Block pop-ups for this site.





To allow pop-ups in Internet Explorer:
  1. After receiving the Pop-up Blocked warning, click the click here link in the warning message. A menu opens.



  2. From the menu, select Always Allow Pop-ups from This Site.


Additional pop-up support can be found via the following links:
  1. http://windows.microsoft.com/en-ca/internet-explorer/ie-security-privacy-settings#ie=ie-10-win-7&pop-up_blocker

  2. https://support.google.com/chrome/answer/95472?hl=en

    Errors

    Q: What does this error message mean?


    The Member Portal generates different error messages depending on the situation. For meaning and solutions, please consult the table below:

     

     

                                                                                                                                                                   

    Message

    Meaning

    Solution


    This message is sent from the Member Portal when there is a problem navigating to or displaying content from athe site.
    It usually occurs when you are logging in and have not correctly logged out of your previous session

     Close and reopen the browser then try logging in again.
    If you receive this message when performing a task other than logging in, try clicking the Back button on your browser to return to the previous screen, then attempt the same task again. If the task fails a second time, close the browser and log in to the Member Portal again.


    This message is usually sent when a user attempts to navigate through the Member Portal after the system has automatically logged them out after 15 minutes of inactivity.

     Click Log Off and you will be returned to the login page.
    If you continue to receive this message after a second login attempt, please contact the Payments Canada service desk.

    Q: Why can’t I perform any functions on the displayed page?


    There are two reasons you may not be able to perform any functions on the displayed page:
    • After 15 minutes of inactivity you are automatically logged out of the Member Portal; however, the Member Portal remains at the page you last accessed. Any attempts to perform functions on that page will not be successful. If you attempt to navigate through the Member Portal after being automatically logged out, you will be returned to the login screen and required to re-enter your login credentials. Please note that on occasion the automatic log out feature crashes and requires that you close and restart your browser.
    • A dialogue box that requires action may have popped up behind the browser window. Please minimize the active window to ensure that no pop-ups require action before proceeding.

    Q: What should I do if I find a bug in the Member Portal?


    Please report any bugs to the Payments Canada Service Desk at opshd@payments.ca.

    Q: Where should I send comments or suggestions?


    Please share your comments or suggestions using the Payments Canada Member Portal Feedback link. Do not use this link for password reset requests or any other administrative functions.