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Troubleshooting & Tips

Having problems downloading or viewing PDF or AVI documents/files on this web site? Please try following the tips for download and viewing PDFs and AVIs.

Downloading Tips

  • To download documents quickly, move the mouse over the name of the document. Press the right mouse key. Choose "Save Target As" (Internet Explorer users) or "Save Link As" (for Netscape users). Save the file to your PC, and you can view the document at any time.
  • Download times will vary from one computer to another and at different times of the day. The best time to download on the Internet is early in the morning or late at night.
  • Pay attention to the file sizes provided in parentheses next to each PDF document or AVI file. A large document or file will take longer to download.

Viewing Adobe PDF Documents

  • You can view PDF documents simply by clicking the document's hyperlink.
  • For best results, you should have the most up-to-date version of the Adobe Acrobat Reader installed on your PC. If you don't have the latest version, visit the Adobe web site to download the free software.
  • If a document doesn't download and display properly, close the Adobe Acrobat Reader application and try again.
  • If a document doesn't display properly in the Acrobat Reader window, click the 'Refresh' button to reload the document.
  • If the document becomes blurry when you scroll up or down, try resizing the document. To prevent this from happening again, try using the 'Page Up' and 'Page Down' buttons on your keyboard instead of scrolling.
  • Be aware of the file sizes provided in parentheses next to each PDF document. A large document will take longer to download and view in the Reader.

Viewing AVI Files

  • You can view AVI files simply by clicking the document's hyperlink.
  • For best results, you should have the most up-to-date version of the free Real One Media Player or AVI-compliant Media Player software installed on your PC. If you don't have the latest version, visit the Real One web site to download the free software.
  • If a file doesn't download and display properly, close the Media Player application and try again.
  • If a file doesn't display properly in the Media Player window, click the 'Refresh' button to reload the document.
  • Be aware of the file sizes provided in parentheses next to each AVI file. A large file will take longer to download and view in the Media Player.

If you have tried the above techniques and are still having problems, contact Provider Relations Unit at 1(800) 251-1268 to request a hard copy of the documents or files you may need.

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