Technical help

Keyboard access

Why can't I use the keyboard to tab to all form controls (checkbox, radio buttons, submit buttons etc) on Mac OSX?

By default, Mac OSX (before 10.3) has 'Turn on full Keyboard access' switched off in System Preferences.Turn this on and ensure 'For Windows and dialogs, highlight' is set to 'any control'. Access this via Apple - System Preferences - Hardware - Keyboard and Mouse - Keyboard Shortcuts.

If you are using Firefox:
Firefox 1.5 and below: If this still does not work, type 'about:config' into the browser address bar and change the 'accessibility:tabfocus' value from its default OSX setting of 1 - 'Text field form controls only' to 7 - 'All form controls and hyperlinks'.

Firefox 2: If this still does not work, type 'about:config' into the browser address bar and change the 'ui.key.contentAcess' value from its default OSX setting of 1 to 4.

If you are using Safari: check the version. Safari 1.x does not fully support keyboard access. Safari 1.2 and above does.

Why can't I navigate by keyboard in Mac/Internet Explorer?

If you are using Mac/Internet Explorer and find the navigation does not expand or collapse with keyboard navigation you must either use a mouse to navigate or change browser. Also, use mouse clicks to close buttons, etc where you cannot tab out.

Why can't I navigate by keyboard into Flash content with Firefox or Safari?

This is a generic Flash bug that has not been fixed for Firefox (PC or Mac) or Safari. To overcome this issue you can either use the text version or use Internet Explorer.

Please note that keyboard navigation of entire content (including navigation and Flash content) is most successfully accomplished using Internet Explorer on PC.

Computer crashes

Why does my Mac OS 8.6 or 9.2 computer sometimes freeze or crash when using this site?

Your computer may have insufficent RAM to run many applications at one time. Try shutting down other applications and only opening one at a time (for instance do not have Acrobat Reader and Flash open at the same time).

Documents

Why do I have problems opening Word(.doc) documents or PDF files?

Browser and computer settings may be set to download and not open these files.

If you are having problems opening the Word (.doc) or PDF files, right-click the mouse (press CTRL and click on a Macintosh) and select 'save target as...' or 'save link as...' then choose a location to save the file.

If you do not have these options and still have problems, you may need to update your browser settings.

Changing your browser settings

The following instructions explain how to change the settings for Internet Explorer 5.2 on Mac OSX so that the browser will open a document (.doc) file in Microsoft Word.

  1. Select 'Preferences' from the IE's Explorer menu
  2. Select 'File Helpers' from the column on the left
  3. Click on the word 'Extension' at the top to sort the settings by extension
  4. Locate the '.doc' setting and double click it to open it
  5. From the 'How to handle' pop-up menu, select 'Post-Process with Application'
  6. Make sure that Microsoft Word is the selected application (if not, use the browse button located to the right to find and select it)
  7. Click 'OK' to close the 'Edit File Helper' window
  8. Click 'OK' to close 'Internet Explorer's Preferences' window

Flash

Why does keyboard tabbing not continue on out of the Flash Video player?

It is a known issue that the keyboard tabbing in the Flash Video player on Internet Explorer will not keyboard tab out of the Flash area.

If this happens and you need to keyboard tab to the text version you will need to refresh the page to reset the keyboard tabbing to the default start position.

Why do I get a Adobe Flash Player security warning?

In Adobe Flash Player 8 and later, Flash Player security for local content restricts network communication for certain kinds of content that is stored on your local computer, unless you give permission. This security measure protects you from potentially harmful content that could be used to send sensitive information stored on your computer or local network to locations on the Internet.

This may occur if you are viewing a CD version of the product. If you get an 'Adobe Flash Player Security' message we recommend that you either (1) Select OK and continue; (2) Select Settings and follow directions (you my need administrator access to do this); or (3) Try using another browser (eg Internet Explorer 6 or higher).

Why won't a link to a document open when I click on it?

If you are using Windows XP with Service Pack 2 then you will need to [control] + click to open the document.

Printing

Why is there content missing from my printout?

Sometimes Flash content is not printed. If this happens you can right-click (or [Control][+] click in Mac) on the Flash content and choose Print from the submenu.

PDF

Why does clicking links to PDF files in Internet Explorer cause Acrobat or Adobe Reader to start and then quit (7.0 on Windows)?

There is a bug in Adobe Acrobat Reader 7.0. Update to the Adobe Acrobat Reader 7.05 update or later at www.adobe.com/support/downloads/ .

Downloading files

How do I download rather than open a file?

PC: Right click on the link and 'Save Target As' (Internet Explorer) or 'Save Link As' (Firefox), and from the dialogue box specify the location where the file is to be downloaded to.

Mac: [Option][+] click on the link saves to the desktop.

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