Here are the answers to the most frequently asked technical questions (FAQs) about using GXS TradeWeb.

Registering for GXS TradeWeb
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I click the New User Sign Up icon, the browser displays a "cannot open site" or "unable to locate server" message, and I cannot continue.

You need to set your security proxy. Do so as follows for your browser type.
For Netscape Communicator
  1. From the Edit menu, select Preferences.
  2. In the Category box, double-click Advanced to expand that category.
  3. Click the word Proxies.
  4. Select Manual Proxy Configuration.
  5. Click the View button.
  6. Fill in the Security Proxy field -- your Network Administrator can supply you with the appropriate information.
  7. Click OK.
  8. Click OK again.
For Internet Explorer
  1. From the View menu, select Internet Options.
  2. Click the Connection tab.
  3. Select Access the Internet using a proxy server.
  4. Click the Advanced button.
  5. Fill in the Secure field -- your Network Administrator can supply you with the appropriate information.
  6. Click OK.
  7. Click OK again.

MESSAGE -- "Server Error: This server has encountered an internal error which prevents it from fulfilling your request. The most likely cause is a misconfiguration. Please ask the administrator to look for messages in the server's error log. "

Your "Cookies" are not enabled. A Cookie is a small item of information that a web server leaves on your own computer for future reference, such as answers to Registration questions. This information is read only by the server that created it, and generally has an expiration date when it is automatically erased. Enable the Cookies as follows.
For Netscape Communicator
  1. From the Edit menu, select Preferences.
  2. In the Category box, click Advanced.
  3. Select Accept all cookies.
  4. Click OK to save the preference, and close the page.
For Internet Explorer
  1. From the View menu, select Internet Options.
  2. Click the Advanced tab.
  3. Scroll down to locate the Cookies subheading -- it is under the Security heading.
  4. Under the Cookies subheading, select Always accept cookies.
  5. Click OK to save the option, and close the page.
Note If desired, you can disable the Cookies when you complete your work in GXS TradeWeb.

I keep going back to the home page after I answer "Yes" to the questions on the Service Agreement page (Step 2).

You do not have adequate system requirements to support the GXS TradeWeb service.

Check the version of your browser. Click Help on the menu bar and then click About Netscape, About Communicator, or About Internet Explorer. If the version number for Netscape is not 4.5 or higher, or the version number for Internet Explorer is not 5.0 or higher, you need to upgrade your browser.

You can upgrade your browser -- from our main web site home page (http://gxstradeweb.gxsolc.com), click Service Requirements and follow the instructions.

MESSAGE -- "Internet Explorer: Please enter password"

Your configuration does not support Javascripting. If you are running Windows 3.1 with AOL or Compuserve, upgrade your browser to either Netscape 4.5+ or Internet Explorer 5.0+ -- see previous question.

If you are running Windows 95 with AOL, check your AOL version. Click Help on the menu bar and then click About AOL. If the version is "AOL 3.0 for Windows" you need to upgrade to AOL 3.0 for Windows 95 -- call AOL for help.

MESSAGE -- "This site contains both secure and insecure items. Do you want to download the insecure items?"

This occurs with Internet Explorer 5.0+. Click Yes to continue.

Tip To prevent this message from displaying, deselect the Warn Me option before clicking Yes to continue.

MESSAGE -- "User registration failed: Invalid Credit Card"

Ensure that there are no spaces or dashes in the credit card number you entered -- type numbers only as a continuous string.

ERROR -- "Duplicate user log in name"

Ensure duplicate accounts were not created by calling your local GXS office -- in the U.S. and Canada, call 1.800.474.2694.


Signing On to GXS TradeWeb
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How do I change my User ID?

You cannot change a User ID. However, you can change your password -- for instructions, click the Help icon on your Company Trading Center page.

MESSAGE -- "This site contains both secure and insecure items. Do you want to download the insecure items?"

This occurs with Internet Explorer 5.0+. Click Yes to continue.

MESSAGE -- "Contacting Host," "Waiting for Reply." The screen becomes gray, and then the Sign On box reappears.

Your "Cookies" are not enabled. A Cookie is a small item of information that a web server leaves on your own computer for future reference, such as a user ID and password. This information is read only by the server that created it, and generally has an expiration date when it is automatically erased. The benefit of Cookies is that you don't continually have to enter sign on information each time you access your Company Trading Center.

To sign on to GXS TradeWeb, enable the Cookies as follows.
For Netscape Communicator

  1. From the Edit menu, select Preferences.
  2. In the Category box, click Advanced.
  3. Select Accept all cookies.
  4. Click OK to save the preference and close the page.
For Internet Explorer
  1. From the View menu, select Internet Options.
  2. Click the Advanced tab.
  3. Scroll down to locate the Cookies subheading -- it is under the Security heading.
  4. Under the Cookies subheading, select Always accept cookies.
  5. Click OK to save the option, and close the page.
Note If desired, you can disable the Cookies when you complete your work in GXS TradeWeb.


General Usage Questions
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The GXS TradeWeb Service is not responding.

GXS TradeWeb is available for your use 24 hours a day, 7 days a week. In order to ensure maximum performance levels, routine maintenance may be performed at any time Monday through Friday between 1:00 AM and 4:00 AM Eastern Time, USA.

On weekends, maintenance may be performed at any time outside the hours of 10:00 AM to 4:00 PM Eastern Time, USA. In the event of an unscheduled system outage, a notice is placed on the GXS TradeWeb Client Support line. If you are having trouble accessing GXS TradeWeb, you may want to check for an announcement by calling your local GXS office -- in the U.S. and Canada, call 1.800.474.2694. Any system impact notices are played immediately before reaching the regular option menu.

Slow Connection Speed to GXS TradeWeb.
 

If you are experiencing slower than expected connectivity to the GXS TradeWeb service please check the following information as some or all of these factors may impact connectivity speed.
1. Does your PC meet the minimum Hardware requirements?   Please click here then select the Hardware link to find out.

2. Does your PC meet the minimum Software requirements?   Please click here then select the Software link to find out.

3. Is your browser configured correctly?. Please click here then select the Software link to find out.

4. Have you contacted your ISP?.

5. For further information please contact your local GXS Client services.  Please click here then select the local GXS office.

My document doesn't print correctly -- sometimes the page has only "EDI DOC READER" printed.

See the Help topic Printing a GXS TradeWeb Page or Form.

How do I change my User ID?

You cannot change a User ID. However, you can change your password -- for instructions, click the Help icon on your Company Trading Center page.

(1) I typed data into my form, and now I can't save it.
(2) I want to go to the next field on my form, but when I press the ENTER key, it sends the document instead.
(3) My icons don't work.
(4) When I try to send my form, I receive error messages that I don't understand.

These are Internet Explorer browser problems. If you wish to change your browser to Netscape in order to eliminate these problems, do so as follows.
  1. Type http://gxstradeweb.gxsolc.com in the Internet Explorer browser Address field.
  2. Press the Enter key.
  3. On the GXS TradeWeb home page, click the Service Requirements link.
  4. Follow the instructions on the Service Requirements page to download Netscape.

ERROR -- "Moved temporarily"
ERROR -- "Moved to a new location"
ERROR -- "File not found"

Apply to Internet Explorer browsers only. This is a browser problem that sometimes occurs when you are trying to sign onto GXS TradeWeb. First, do the following.
  1. From the View menu, select Internet Options.
  2. Click the General tab.
  3. Click the Delete Files button.
  4. At the prompt, click OK to remove files from your memory and disk caches.
  5. Click OK to save the results, and close the page.
  6. Close Internet Explorer.
  7. Reopen Internet Explorer and try again.
Then, if that procedure does not work,
  1. Type the following address in the Internet Explorer Address field. https://gxstradeweb.gxsolc.com/edi-bin/EdiCoHomeFrameset1.pl?lang=en
  2. Press the Enter key on your keyboard.

ERROR -- "Document contains no data"

This occurs when the browser cache is corrupted. Browsers store, or cache, the files you access, so that response time is better. Sometimes these stored files get corrupted. Do the following.

First, clear the user disk and memory cache as follows.
For Netscape Communicator 4.5+

  1. From the Edit menu, select Preferences.
  2. In the Category box, double-click Advanced to expand that category.
  3. Click the word Cache.
  4. Click the Clear Memory Cache button. At the prompt, click OK to remove files from your memory and disk caches.
  5. Click the Clear Disk Cache Now button. At the prompt, click OK to remove files from your disk cache.
  6. Click OK to save the results, and close the page.
For Internet Explorer 5.0+
  1. From the View menu, select Internet Options.
  2. Click the General tab.
  3. Click the Delete Files button.
  4. At the prompt, click OK to remove files from your memory and disk caches.
  5. Click OK to save the results, and close the page.
Second, close your browser.
Third, reopen the browser and try again.

ERROR -- "An error occurred in the secure channel support"

Applies to Internet Explorer browsers only. If you reapplied Service Pack 3 after you installed Internet Explorer, this message can occur when you access a secure web site. To resolve this issue, do the following.
  1. On your Windows desktop, click the Start menu.
  2. Click Run.
  3. In the Open field, type regsvr32 rsabase.dll.
  4. Click OK.