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 Frequently Asked Questions

 
General   l   OFX Specific
 
     
 
  
 

 
 
 Q: Which browsers do you support?  

 
 A: Netscape Navigator and Microsoft Internet Explorer versions 4.0 and higher.  

 
 
 Q: What is a "cookie?"  

 
 A: A "cookie" is a temporary Security ID number assigned by the Internet site to a browser each time a user Logs in (like a visitor's ID badge) that lets him or her move from page to page within password-protected areas of the Internet site. The user may even leave the site and return, without having to Login each time he or she clicks to view a new page. The "cookie" is valid for 30 minutes after Login, and will expire 30 minutes after Login or immediately after a Logout, or the closing of the browser.

Note! You should not deactivate a browser's "cookie." The latest browsers give users the option of disabling the "cookie." Doing so means a visitor's ID badge cannot be implanted on or read from their browser, and an investor will not be able to move freely from page to page.

The use of "cookies" is intended to safeguard an account's confidentiality and security, and to make site navigation and retrieval of customized information easier, more efficient and more convenient. We will not implant or retrieve information from a browser for any other purpose.

 

 
 
 Q: How do I establish a "cookie"?  

 
 A: In order to activate or reactivate a browser's cookie functionality, please note the following:

Netscape 3.0 versions

  1. * Cookies are automatically activated and cannot be deactivated.
Netscape 4.0 and 4.5
  1. Select "Edit" from the top navigational bar of your browser.
  2. Choose "Preferences" from the drop-down list.
  3. Click on the category labeled "Advanced".
  4. Verify that "Accept all cookies" has been populated with a check mark.
  5. Click OK and return to the web site.
Internet Explorer 3.0
  1. * Cookies are automatically activated and cannot be deactivated.
Internet Explorer 4.0
  1. Select View from the top tool bar of your browser.
  2. Choose Internet Options from the drop-down list.
  3. Click on the folder labeled "Advanced".
  4. Go to the section entitled Security, under the Cookies section, and click on the radial button the box labeled Always Accept Cookies.
  5. Return to the web site and attempt to log in.
Internet Explorer 5.0
  1. Select Tools from the top tool bar of your browser.
  2. Choose Internet Options from the drop-down list.
  3. Click on the folder labeled "Security".
  4. Click on the "Custom Level" button.
  5. Under "Cookies" make sure the "Enable" option is marked for "Allow cookies that are stored on your computer" and "Allow per-session cookies (not stored)".
Note! If you are not sure whether or not you have ever accepted the "cookie", please take the following steps to view their cookie file, if one has been established.
  1. Select "Start" from the computers lower left-hand corner.
  2. Drag mouse up to "Find".
  3. Drag mouse over to "Files or Folders".
  4. In the box labeled "Name," enter "cookies.txt".
  5. In the box labeled "Look In" enter "C:\" if this is not the default.
  6. Select "Find Now".
  7. If you have a cookies.txt file, this search will find it in their hard drive.
  8. If a file comes up, click on this file. This will list an entry for every "cookie" that you have ever accepted.
Please note below an example of a browser's cookies.txt file:

# Netscape HTTP Cookie File

# http://www.netscape.com/newsref/std/cookie_spec.html

# This is a generated file! Do not edit.

www.nyse.com FALSE/FALSE 946598400 USERID PpN085405693600Abd

.excite.com TRUE/FALSE 946641600 UID F341652F32F01057

www.yhoo.com FALSE/FALSE 946598400 USERID PwH085472152600Ab8

.infoseek.com TRUE/FALSE 886788834 InfoseekUserId EA128637EAF422A537EF2D3C9073E504

 

 
 
 Q: I can't find my model portfolios when I log into my account today. What happened?  

 
 A: The following questions can all indicate why you could lose you model portfolios:
  1. Are you using the same terminal on which you created your model portfolios?
  2. Are you using the same browser via which you created your model portfolios?

    Note! If you have more than one version of a browser (ex. Netscape 3.0 and Netscape 4.0) you will not be able to locate the model portfolios except on the browser where it was created.

  3. Did you recently uninstall or install a new Operating System (Windows 95, Windows NT, Windows 3.1, Windows 98 for example)?
  4. Have you recently upgraded or modified your hard-drive (more specifically, the investors cookies.txt file, see above Question for reference on how to verify whether or not you have a "cookie" file)?
 

 
 
 Q: What types of transactions can I enter into my model portfolios?  

 
 A: Stocks: all BUY transactions
NO SELL transactions (system will not allow a negative number of shares to be added to a Model Portfolio)

Options: all BUY TO OPEN transactions
NO SELL TO CLOSE transactions (system will not allow a negative number of contracts to be added to a Model Portfolio)
NO COVERED CALLS transactions (system will not allow a negative number of contracts to be added to a Model Portfolio)

Mutual Funds: all PURCHASE transactions
NO REDEMPTION transactions
NO EXCHANGE transactions

 

 
 
 Q: How do I enter an option into a Model Portfolio?  

 
 A: Options may be entered into a Model Portfolio via two methods:
  1. Example: IBM OCT 100 CALL (the transaction must appear exactly as such)
  2. Example: IBM-AT (for IBM JAN 100 CALL)
 

 
 
 Q: How do I enable my JAVA and Javascript settings?  

 
 A: In order to enable Java and Javascript, please note the following steps:
Netscape 3.0
  1. From the browser's top tool bar, select "Options".
  2. From the selections provided, choose "Network Preferences".
  3. Click on the "Languages" folder.
  4. Verify that both option boxes present here have a check mark present. If not, click on the boxes to enable Java and JavaScript.

Netscape 4.0 and higher

  1. From the browser's top tool bar, select "Edit".
  2. From the selections provided, choose "Preferences".
  3. Click on the "Advanced" folder.
  4. Verify that both option boxes present here have a check mark present. If not, click on the boxes to enable Java and JavaScript.

Internet Explorer 3.0

STEP ONE

  1. From the browser's top tool bar, select "View".
  2. From the selections provided, choose "Options".
  3. Click on the "Advanced" folder.
  4. Verify that both option boxes present here with references to Java and JavaScript have a check mark present. If not, click on the boxes to enable the JavaScript.
STEP TWO
  1. From the browser's top tool bar, select "View".
  2. From the selections provided, choose "Options".
  3. Click on the "Security" folder.
  4. Verify that the box labeled "Enable Java Programs" has a check mark present. If not, click on the box to enable the JavaScript.

On some older versions of Microsoft's Internet Explorer, you can enable the JavaScript by completing the following steps:

  1. From the browser's top tool bar, select "Preferences".
  2. From the selections provided, choose "Languages".
  3. Verify that the option boxes present here with references to Java and JavaScript have a check mark present. If not, click on the box to enable the JavaScript.

Internet Explorer 4.0

  1. From the browser's top tool bar, select "View".
  2. From the selections provided, choose "Internet Options".
  3. Click on the "Advanced" folder.
  4. Click on the "Java" entry.
  5. Verify that the boxes labeled "Java JIT Compiler enabled" and "Java logging enabled" have a check mark present. If not, click on the box to enable the JavaScript.

Internet Explorer 5.0

  1. From the browser's top tool bar, select "Tools".
  2. From the selections provided, choose "Internet Options".
  3. Click on the "Advanced" folder.
  4. Under the "Java" entry, verify that the boxes labled "JIT complier for virtual machine enabled" and "Java logging enabled" have a checkmark present. If not, click on the boxes to enable the JavaScript.
 

 
 
 Q: I am logged into my account and when I go to my Balances screen the "as of" date indicated is from last week. Have you updated your Balances lately?  

 
 A: You may need to clear your "cache" - the browser's memory. Each time you go to a new page, the browser will 'remember' that page. Therefore, the next time you go to that page, the browser will remember that page and bring it up more quickly. After a certain period of time, the browser will become "full" and start providing bad information as in the case stated above. Since the browser is "full," it is bringing up the last page in its memory (probably the last time you were in your Balances screen).

Note! CACHE is pronounced like CASH.

 

 
 
 Q: What are some other indications that I may need to clear my browser's cache?  

 
 A:
  1. Bad dates (Balances, History, Dow Jones Graph, etc)
  2. Incomplete pages (missing top navigational icon, only » a page downloads
  3. You click on a secure page and are prompted to Login (this is probably a cookie problem, but it can't hurt to clear your cache)
  4. News stories for popular stocks show the most recent date as days/weeks ago
Note! There are many other possible reasons why an you should clear your browser's cache. It is generally never discouraged to clear the cache if you are experiencing problems with the Internet site. 		 

 
 
 Q: How do I clear my browser's cache?  

 
 A: In order to clear a cached page from your hard drive, please note the following:
Netscape 3.0
  1. From the browser's top tool bar, select "Options".
  2. From the selections provided, choose "Network Preferences".
  3. Click on the "Cache" folder.
  4. Click on the button marked "Clear Memory Cache Now" and select "OK".
  5. Click on the button marked "Clear Disk Cache Now" and select "OK".
  6. Exit the browser completely and go back in.

Netscape 4.0 and higher

  1. From the browser's top tool bar, select "Edit".
  2. From the selections provided, choose "Preferences".
  3. Click on the "Advanced" folder.
  4. Click on the "Cache" sub-folder.
  5. Click on the button marked "Clear Memory Cache Now" and select "OK".
  6. Click on the button marked "Clear Disk Cache Now" and select "OK".
  7. Exit the browser completely and go back in.

Internet Explorer 3.0

  1. From the browser's top tool bar, select "View".
  2. From the selections provided, choose "Options".
  3. Click on the "Advanced" folder.
  4. Click on the button which is labelled "Settings".
  5. Select "Empty Folder" and then "Yes" when prompted.
  6. Click "OK" twice.
  7. Exit the browser completely and go back in.

Internet Explorer 4.0 (5.0)

  1. From the browser's top tool bar, select "View" (in 5.0, select "Tools").
  2. From the selections provided, choose "Internet Options".
  3. Click on the "General" folder.
  4. Click on the button which is labelled "Delete Files".
  5. Select "OK" when prompted.
  6. Exit the browser completely and go back in.
 

 
 
 Q: I am receiving a message that your certificate has expired. Why is that?  

 
 A: This is most likely due to an expired version of a browser. For example, if you download a beta version of a browser, usually you will only have 30-60 days to use that browser before it expires. If a particular browser has expired, then the web site will not be accessible to you. You should download another version of a valid browser.  

 
 
 Q: I am trying to get to the Internet site, but keep getting the message "Unable to locate server."  

 
 A: When you attempt to go to the Internet site, you go through a local Internet Service Provider (ISP). The ISP will then route you to Pershing Investment Manager Services's physical servers located in Jersey City, NJ. Depending on where you are attempting to access Pershing Investment Manager Services from (California versus New York), you will have to be "bounced" through different routers before reaching the server in New Jersey. If you live in California and type in the Internet site address, provided nothing is "down" with your local ISP or with the Internet site, you may bounce through five servers before reaching Pershing Investment Manager Services. Although this seems like a long process, in reality, this should occur almost instantaneously. The following questions and answers should assist you in resolving the problem:
  1. Is your local Internet Service Provider having a regional problem? You should contact your ISP. At this stage, a representative from the ISP's technology area will be able to type the Internet site address directly. If he or she is successful, then the problem resides elsewhere. If he or she is unsuccessful, then the problem more than likely is isolated to the ISP itself.
  2. If the ISP is not, in fact, experiencing any problems with their service, it is recommended that you request a trace put on their transaction from your local ISP. The Provider will then watch your transaction come to them and then, in turn, they will route the transaction to a router to be routed to us. They can trace your request being bounced from router to router. It is possible that the third (let's say) router is experiencing problems. It is here that your request is dying; hence, you are never accessing the web site since the request never came through our server.
 

 
 
 Q: I am getting logged out trying to Login to the Internet site. Are you having problems?  

 
 A: If the web site is not experiencing any problems, please follow the steps outlined in the previous question. The problem may reside with the ISP or with a router.  

 
 
 Q: I am typing the address of the Internet site and I am receiving a message that the address does not exist. Am I typing the correct address?  

 
 A: More than likely, you can refer to the previous two questions for assistance. It is possible that one of the routers, for whatever reason, no longer recognizes the Internet address as a valid address. This problem will need to be rectified immediately. Also, verify that you are entering our valid Internet address.  

 
 
 Q: I am attempting to login to the Internet site and receive the following message: "The URL you are attempting to access is no longer valid."  

 
 A: This is a rewording of the previous question; hence, please see the appropriate response.  

 
 
 Q: I was trying to Login on one computer while my friend, who I was on the phone with, was attempting the same. He got in and I didn't. Why is that?  

 
 A: Please refer to the previous four questions for assistance. You should first verify, however, that the web site is not experiencing any problems. Occasionally what will occur is either one or several of our "lines" will go down. As an example, think of twelve doors and a crowd of people. If all doors are open, then the individuals in the crowd will get in the shortest line to get through an available door. But, as the doors close, the individuals will rush to get in the other doors. If the lines going through these doors get clogged, the door will shut forcing the same amount of people into a fewer amount of doors. If Pershing Investment Manager Services is experiencing problems with these lines, then certain individuals may be able to access the Internet site and experience no problems, whereas others may be thwarted even after several attempts to access the site.

Note! If you verify that the Internet site is having a temporary problem like the one described above we apologize and recommend that you keep trying to eventually gain access.

 

 
 
 Q: I received the following error message: "Your browser sent a message this service cannot understand."  

 
 A: Please refer to the previous four questions for reference. This message, unlike the others, however, may indicate that your request has reached the server, but it was not understood. Therefore, you may be accessing via an unsecure browser OR whatever request was intended was not routed properly by one of the routers and was incomprehensible when it reached us.  

 
 
 Q: I received the following message "Unable to execute the specified command."  

 
 A: Please see the above question for reference.  

 
 
 Q: I am attempting to access the Internet site and receive the message "Can't attach to server." Is your site down?  

 
 A: Please see the above questions for reference.  

 
 
 Q: I am trying to login to the Internet site and I am receiving the message that the "Port was disconnected by remote computer."  

 
 A: Please verify that you are attempting to come to our secure Ports (Port 80 or Port 443). If you do not know what Ports you are coming through, contact your Systems Administrator if at work or your Local Provider if you are at home. The most likely cause of this is unauthorized access into firewall.  

 
 
 Q: I am receiving the error message "Error device attached to the system is not functioning."  

 
 A: You are most likely at work and are attempting to access the Internet via a firewall.  

 
 
 Q: I am receiving the error message "Please call your vendor for immediate assistance."  

 
 A: If you are at work, you should call your System's Administrator to verify if external access has been interrupted. If you are at home, a phone call should be made to the Local Provider to verify whether or not the ISP is experiencing any problems locally or with their routers.  

 
 
 Q: I am receiving the following message: "Document Contains No Data." Are you experiencing problems with the Internet site right now?  

 
 A: This is generally a serious problem which needs to be rectified by Pershing Investment Manager Services. A representative from this group should be notified immediately. Simply speaking, when this message is received, we have somehow disabled our domain name from being a valid entry. This will need to be re-enabled by Pershing Investment Manager Services.  

 
 
 Q: I am trying to reach the Internet site, but keep getting a message that the "Server is Busy." Is your site down right now?  

 
 A: Yes. This indicates that Pershing Investment Manager Services is experiencing problems with the servers. Depending on the severity of the problem, this situation can be rectified within minutes or may take several hours to remedy. A representative from Pershing Investment Manager Services should be notified immediately of this error.  

 
 
 Q: I am attempting (X) and I am receiving a message that "Provider will not allow access to document."  

 
 A: Either you are running into a problem trying to access via a firewall at work OR are experiencing problems with your local ISP.  

 
 
 Q: I am attempting to go to the web site and keep receiving the following message:  

 

"Netscape (or Internet Explorer) is unable to locate the server: www.xyz.com. The server does not have a DNS entry. Check the Server name in the Location (URL) and type again." Is your site down?

A: The most likely cause for this is that 1) you typed an invalid address or 2) you never made a connection with your local provider. That is, you simply attempted to go to the web site by launching the browser, but never made your connection with the ISP.

 

 
 
 Q: I am trying to get a quote on XYZ and receive the message that "Quote Service is busy. Please retry later."  

 
 A: This, as the message states, indicates that we are, in fact, experiencing problems with our quotes. This should not be limited to one symbol, however, but should be a global problem with our quote server.  

 
 
 Q: Every time I go from a Portfolio screen to the Quotes area, I am immediately prompted with the following message:  

 

"Warning! You have requested an insecure document that was originally designated a secure document (the location has been redirected from a secure to an insecure document). The document and any information you send back could be observed by a third party while in transit."

A: This is not a message from Pershing Investment Manager Services, but comes from your browser. This message, depending on your browser's settings, will automatically appear each time you navigate between a secure area of any given site to an unsecure area.

 

 
 
 Q: How secure is the Internet site?  

 
 A: The Internet site provides private, secure communications. The confidential account information and transactions are secured (encrypted) with the latest Netscape Secure Commerce Server technology, the best in the industry. Additionally, members are required to access their account using one of the latest secure browsers such as Netscape Navigator (version 3.0 or higher) or Microsoft's Internet Explorer (version 3.0 or higher).

When a member logs into his or her account, the encrypted (secure) areas can be easily identified by two characteristics. The first distinction is the location (URL). Pages using encryption will have URLs that begin with https:// (instead of http://). The second characteristic is the key icon that appears in the lower left corner of the browser. The key (or lock, for Microsoft Internet Explorer users) will appear whole rather than broken in half.

Our servers also use "cookie" technology to ensure the account's confidentiality and security, to make it easier for the users to navigate through the Internet site, and to enable them to create customized information on the Internet site based on input they decide, including model portfolios.

 

 
 
 Q: What is the difference between Netscape Navigator and Netscape Communicator?  

 
 A: Netscape chose to label its browser "Navigator" up to the point of its 4.0 version of the browser, which they are now marketing under the name of "Communicator." Netscape Communicator made its debut to the general public during the summer of 1997.  

 
 
 Q: What is the significance of the key (for Netscape, a lock for Microsoft) in the lower left-hand corner of the screen?  

 
 A: If the key (or lock) is broken, this will indicate that the customer is in a non-secure area of our site (or any site on the Internet). In reference to the web site, the key (or lock) will be broken when you are in the following areas: Market Watch, Quotes, Investment Ideas and Customer Service. The key (or lock) will be full when you are in a secure area (Portfolio or Trading).

Note! When a lock is full, that means whatever transaction/information you are requesting is coming to in an encrypted manner. This is to prevent hackers from accessing this vital information.

 

 
 
 Q: What level of encryption do you provide for your accounts?  

 
 A: The web site has a minimum encryption level of 40-bits.

Note! There are several different levels of encryption. The standard levels are 40-bit and 128-bit. Basically, think of encryption like an insulated pipe. The higher the encryption level, the higher the level of insulation around the "pipe" which is transferring data from Point A (the Internet) to Point B (the web site's secure server). If you are using a 16-bit browser, he or she will not be able to send any secure transactions to the server (Logging in, for example). Our minimum level of encryption, as stated above, is 40-bit.

Note! It isn't intuitive on most browsers where to find what level of encryption is being employed. That is, usually this information is solely on the container in which you purchased the browser or on the download screen, if downloaded from the Internet.

 

 
 
 Q: When I login, I notice that the Internet address changes from http://www.xyz.com to https://www2.xyz.com. Can I use this address from now on to access the Internet site?  

 
 A: Yes. This will automatically point you to our secure server, however (your will go immediately to our Login page, bypassing the Home Page). The "s" in 'https' simply implies that you are now pointing towards a secure server. Therefore, the key (or lock) at the bottom of the screen should be full or not broken.  

 
 
 Q: How long before I get timed out of my Internet session due to inactivity?  

 
 A: 30 minutes.  

 
 
 Q: I have two accounts. When I log in, I only see my IRA account. How can I view my retail account?  

 
 A: Once you have logged into the web site, you will be on the Balances screen. Go to the top hyperlink on the left-hand navigational bar that reads "Select an Account." Once clicked, this will prompt you with a list of all your accounts. By clicking on a hyperlinked account number, the account will change for that session only. This can be done an unlimited number of times.

To change the default account, however, once you are logged into the Internet, click on the left-hand navigational link "Account Profile." On this page there will be a "Change Primary Account" button. Click on this button and select the account which you would like to appear every time a Login occurs for that particular ID.

 

 
 
 Q: Can I access the Internet site using Web TV?  

 
 A: No. As Web TV currently does not allow for secure transactions, we do not support this service. This equally applies to the newer versions of Web TV that have been developed. They still cannot handle secure transactions.  

 
 
 Q: What do the red and blue lines signify on your GIF charts?  

 
 A: The red lines indicate the high for the five-minute period, with the blue lines indicating the lowest price trading during that time frame.  

 
 
 Q: I am in Order Status and see all my orders as "Pending" in my account, even after I have selected the Refresh button.  

 
 A: You are most likely using Internet Explorer 3.0. There is a known limitation with this browser that the Refresh button on the Order Status screen does not function as it should. That is, although the button may be depressed, no action will be taken to update the Order Status screen. You should exit the Trading Screen and re-enter, selecting Order Status to obtain an up-to-date list of their orders.  

 
 
 Q: I am trying to get to the Internet site and I am receiving the message "Content Advisor Error message. You need to put in a Supervisor's password."  

 
 A: Some smaller businesses restrict Internet Access (much like a firewall) to one individual or a small group of individuals. In order to access the local ISP, it is necessary that you enter an Access ID.  

 
 
 Q: How do I delete a position from my Model Portfolio?  

 
 A: When you select "Display Portfolios," to the immediate left of each symbol will be an edit icon (this looks like a piece of paper). A simple click on this icon will present you with the option to change or remove the position from the Model Portfolio.  

 
 
 Q: How do I delete a Model Portfolio/add a position to a Model Portfolio?  

 
 A: When you select "Display Portfolios," there will be three push-buttons located at the bottom of the screen: Delete Portfolio, Rename Portfolio, Add Security.  

 
 
 Q: Which browser version do I have?  

 
 A: For each Netscape Communicator and Microsoft Internet Explorer, there will be a "Help" option located along the top tool bar of the browser. You should click on Help and drag the mouse down to either "About Netscapeà" or "About Internet Explorerà" and this will indicate to you which version of the software is being utilized.  

 
 
 
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