Tech Support Solutions:
View typical solutions to technical problems you may be having.
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Email:
support@edgt.com
 
 
Email:
info@edgt.com - This is the best way to reach us. We can usually respond within 24 hours.
Phone:
1-888-882-9800  (Toll Free)
1-630-734-8414  (Chicago). Our office hours are 9 AM to 5 PM Central Time Monday through Friday.
 
Fax:
1-630-734-8447
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Mail:
EDGT, Inc.
P.O. Box 3188
Oak Brook, IL 60522-3188
 
 
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Difficulty Logging into the EDGT Web Site

First make sure that you are using a valid EDGT username and password to access your account - ones that are spelled correctly and have not expired. You can use the "forgotten username and/or password retrieval" link on our home page or e-mail support@edgt.com to validate that the ones you are using are current and correct. This link is located in the "Returning User" login box.

After you have validated your current username and password, there are then four additional things that may be causing "login" problems for you: (1) blocked pop-ups, (2) blocked cookies, (3) cached pages and cookies, and (4) an enabled IE Content Advisor. If you are unsure which one is causing difficulties for you, refer to all four sections below.

1. Inability to log-in due to blocked pop-ups:

Make sure that you have pop-ups enabled (or all pop-up blockers disabled) on your browser for the EDGT web site. Please Note: There may be more than one of these pop-up blockers on your computer. You will need to disable all of them.

You can check the help section of your browser to find out how to disable pop-up blockers. As you try to log in, if your username and password simply disappear and you don't get any error messages, then this is a sign that your browser is blocking pop-ups.

To confirm that you have a pop-up blocker, the following should work for most pop-up blockers:

Press and hold down the CTRL key while clicking the login button, tutorial name, or test name (links) that are creating a problem for you. This may override the pop-up blocker just for that one click and display the blocked pop-up window.

PLEASE NOTE: You will need to hold down the CTRL key each time, before you click on a link, until you disable all of your pop-up blockers.

On the Scottrade website, there is a tutorial that can help you identify and disable a pop-up blocker. The link to this tutorial is https://help.scottrade.com/TechnicalSupportSecurity/Document%20Library/Disabling_popup_blockers.htm.

For Users with the Yahoo Toolbar:

If you cannot log in and the pop-up blocker error message has "[Yahoo Y! Toolbar?]" in it, then you may have the Yahoo Toolbar on your computer and it may be blocking EDGT's pop-up windows. Go to the following web page for more information on the Yahoo Toolbar: http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/pub-07.html

For Users with the Windows XP SP2 Operating System:

If you cannot log in and you get a pop-up blocker message, but you do not have the words "[Yahoo Y! Toolbar?]" in the pop-up blocker message, then the Windows Internet Explorer pop-up blocker may be blocking EDGT's pop-up windows. See the following link for information regarding this pop-up blocker: http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx

For Users with FireFox (version 3.0):

On the browser's menu (at the top of the browser's window) click Tools, then click Options, then click the Content icon at the top of the Options window. Now click the Exceptions button on the "Block pop-up windows" line, then type www.edgt.com and then click the Allow button. Then click the Close button. Then in the Options window, click the OK button.

If this option is already configured this way, then pop-ups are being blocked by software on your computer other than the browser such as browser toolbars (for example the Google or Yahoo toolbar), anti-virus, or other software. Please check these items for a pop-up blocker option and disable it. Note that in some cases, pop-ups may be blocked by multiple programs (for example, within the browser itself AND in the Google toolbar).

For Earthlink Users (Displaying an Orange Fist):

Earthlink offers a pop-up ad stopper program with their software. When the ad stopper is turned on, you will not be able to take a test.

To disable this pop-up blocker, open Internet Explorer. In the browser, under the address line, on the right, you will see an orange fist graphic labeled EARTHLINK POP-UP BLOCKER.

To the right of this fist is a button containing a circle and "ON/OFF." Click the button until the circle turns red. The test will now work.

Users with the Google Toolbar:

Many EDGT pop-ups are blocked by the Google Toolbar pop-up blocker, especially when a user tries to take a test. Look for a Toolbar that looks similar to the one below: This toolbar displays near the top of your browser window. If you have the Goggle toolbar, go to the EDGT home page and then look for the word blocked around the middle of the toolbar.

Note: If the word Google is near the right side of the screen, then you may not see the word "blocked" because it may extend off the right side of the screen. In this case, click the ">>" button to see the rest of the Toolbar, then look for the word blocked.

Make sure you are at the EDGT home page, then click the word blocked on the Google Toolbar to allow EDGT pop-ups. Also, remember that the Google Toolbar is not on the EDGT home page itself, but around the browser's menu. When you click the word blocked, it should change to say popups okay.

For Users of Spyware Doctor:

Here is a link to information about Spyware Doctor: http://www.pctools.com/spyware-doctor/answers/id/26/

These instructions activate the pop-up blocker in Spyware Doctor (You will need to deactivate it for the EDGT web site):

  1. Open Spyware Doctor.
  2. Click "OnGuard" from the menu on the left side.
  3. Make sure "OnGuard" is activated ("Activate OnGuard" check box is selected).
  4. Click "Popup Blocker."
      5. Make sure the setting for "Popup blocking is now: ON."
For Users of Netzero:

The following link tells you how to enable or disable a popup blocker in Netzero:

http://www.netzero.net/support/faq/ta13-popup.html

2. Inability to log in due to the blocking of cookies:

Make sure that you have cookies enabled for your browser. Check the help section of your browser or follow the procedure below.

Instructions for Internet Explorer - Enabling cookies for EDGT:

If you have Internet Explorer version 6 or higher, then the following instructions should solve your login problems (cookie blocking by the browser -Internet Explorer- is often the source of log-in problems on the EDGT site).
  1. Launch the browser (Internet Explorer) by going to the EDGT web site for example.
  2. Click Tools on the main menu of your Internet Explorer window (near the top of the Internet Explorer window).
  3. Then on the Tools menu click Internet Options...
  4. Click the Privacy tab near the top of the Internet Options box/window.
  5. Go to the Web Sites section near the bottom of the box and click the Edit button. If clicking on the Edit button does nothing (i.e. it is grayed out) then move the slider bar, above, a notch down, from Block All Cookies to High. Click the Edit button now.
  6. In the Address of Web site: box type edgt.com (do not press the enter key) and then click on the Allow button.
  7. If you accidentally pressed enter, then double-click on edgt.com under Domain in the Managed web sites area and then click on the Allow button.
In the Managed web sites area it should now say:

     Domain      Setting
     edgt.com      Always Allow

Instructions for FireFox (version 3) - Enabling cookies for EDGT:

On the browser's menu (at the top of the browser's window) click Tools, then click Options, then click the Privacy icon at the top of the Options window, then click Exceptions in the Cookies area, then type in edgt.com for the "Address of web site:", then click the Allow button, then click the Close button. Then click the OK button in the Options window.

3. Clearing old cached pages and cookies:

Clear your old cookies and old files. To do this:

  1. Double click Internet Explorer (IE) on your desktop to launch Internet Explorer.
  2. Click Tools at the top of the screen.
  3. Click Internet Options…
  4. Click Delete Cookies  first and then click Delete Files.
  5. Click Settings.
  6. VERY IMPORTANT: Click the radio button in front of Every visit to the page. This clears cached files from your computer and makes sure you have the latest version of the website.
PLEASE NOTE: Even though you have Internet Explorer set to "Allow All Cookies", you may have firewalls or anti-cookie software that may be blocking the cookies. For example, Zone Alarm Pro. Below is a link to the Zone Alarm user manuals on the web to find out how to unblock cookies for the EDGT website.

http://www.zonelabs.com/store/content/support/zap/zapMain.jsp

4. Turning off the Content Advisor:

To disable or turn off the Content Advisor in Internet Explorer:

  1. Double click Internet Explorer (IE) on your desktop to launch Internet Explorer.
  2. Click Tools at the top of the screen.
  3. Click Internet Options…
  4. Click the Content Tab. Here you can enable or disable the Content Advisor.
  5. VERY IMPORTANT: Also make sure your Content Advisor is disabled. Adding the EDGT web site to the Approved Sites list of the Content Advisor will not work.

 
 
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