Troubleshooting Q&As

My browser shows the security padlock only after I log in, Why?
Why can't I see the login page properly?
Can I use the same username and password to access my spouse's portfolio [account]?
Explanation of Error message shown when Internet connection is lost.
Why do I have to register a different Username and Password for each portfolio in my household ?
Why can't I see my spouse's portfolio [account] when I view mine?
Why doesn't my access password work?
How can I see transactions on my portfolio [account]?
Why can't I see my entire statement on my monitor?
If I find a problem with my portfolio who do I contact?
What do I do if I forget my password ?
Why do I see "User Does Not Exist" ?
Why can't I view my Insurance Policy or Banking Portfolio ?

My browser shows the security padlock only after I log in, Why?
Chapdelaine's Online Portfolio is protected by 128-bit encryption technology to ensure the security of all client information. To make page navigation as easy as possible on the Web site, the secure Login page is programmed to appear "inside a frame" on your Financial Professional's Web site.

When a user accesses the Online Portfolio, even though this page is protected by 128-bit encryption, the security padlock does not appear at the bottom of the browser window because the page appears "inside a frame". To test the security of the Login page, simply click the Verisign Logo on the Login page.

Only after a user logs in and requests a report, does the system show all statements of your Online Portfolio in a full window view to make everything easy to see. At this point, the "security padlock appears" at the bottom of the browser window because the online statement view page is no longer inside a "frame" on your Financial Professional's Web site.

Why can't I see the Login page properly?
Sometime when a user tries to view the Login page to enter their Username and Password, the Web page does not display properly. This can occur if there is a problem with the connection between a user's computer and the Internet server where the online security files are stored.

Usually, this problem is fixed by simply pressing the "Refresh" or "Reload" button on the toolbar of your browsing software. This process makes the computer try to access the latest version of the Login page from the server.

Can I use the same username and password to access my spouse's portfolio [account]?
For security purposes, each client must have their own Username. If there are two separate clients in a household with two separate portfolios in our database, each client must register a personal Username before online access can be activated.

It is OK to use the same password as your spouse, but the system will not allow two portfolios to share the same Username.

Explanation of Error message shown when server connection is lost.
Whenever there are connection problems between a user's computer and the Online Portfolio Service Web server, the error code shown here will appear when attempting to access a portfolio online:

Request object error 'ASP 0105 : 80004005'
Index out of range
/ipcc/Client-Header.inc, line 21
An array index is out of range.

A disconnection can occur for any number of reasons: a problem with your personal system, a problem with the server of your local service provider, a problem with our server, or a wide-scale Internet connection problem affecting a large number of users in a certain geographic area.

This type of connection problem is usually short-term, and if you encounter such a situation when trying to access your portfolio, it is usually best to try again later.

Why do I have to register a different Username and Password for each portfolio in my household?
All client portfolios are given a unique Client ID code in the database.

In some situations, two clients in a household may have three distinct portfolios. Each client may have their own separate investments, and these two clients may also have a third separate portfolio which contains jointly registered securities.

This arrangement requires three unique Client ID Codes in the portfolio database. Therefore three user registrations are also required in order to gain secure online access to each separate portfolio.

Why can't I see my spouse's portfolio [account] when I view mine?
For security purposes, each client in a household must register for a personal Username and Password in order to view the portfolio registered only in their name.

Joint accounts are available for viewing according to whoever is the Primary Owner of the investments. For example, in our database, joint accounts are usually registered in the name of one client with a notation on the account indicating that the account is held: JOINT WITH ___________.

Why doesn't my access password work?
All Username and Passwords are case sensitive. You must type everything exactly as it was provided to you by your Financial Professional.

Microsoft and Netscape users must upgrade their browser to include the latest 128-bit encryption technology in order to gain secure access to portfolio information.

How can I see transactions on my portfolio [account]?
At the present time, there is no access to transactions via the Online Portfolio System.

If you require a report listing the transactions for any of your accounts, please contact your Financial Professional who will be able to provide this information to you.

Why can't I see my entire statement on my monitor?
The statement pages are designed for viewing on a computer monitor using a minimum screen resolution of 800 X 600. If a monitor is set to a lower resolution such as 640 X 480 then when the statement page opens, approximately 20% of the statement page on the right-hand side will be hidden from view.

This situation will prevent the user from seeing the scroll bars on the right-hand side of the page, which are used to move down the page to view lower sections. This situation will also hide the "X" in the top right-hand corner of the screen which must be used to close the window after it is viewed.

The solution to this problem is to ensure that your monitor resolution is set at a minimum of 800 X 600 before trying to access your Online Portfolio. To change your monitor setting, go to your Windows Control Panel, and then double click the icon called "Display" or "Monitor".

If I find a problem with my portfolio who do I contact?
Contact your Financial Professional who can retrieve the information to help you.

Please be sure to have the account holder's name, the account number and details of the problem at hand when you contact your Financial Professional.

What do I do if I forget my password?
For security reasons, we have no means to extract this type of confidential information from the system. We will need to give you a new Temporary Password that you will have to change for a Permanent Password the first time you log in. Complete the Password request form.

Why do I see "User Does Not Exist"
If your Login attempt was unsuccessful, and the system generated the error message shown above, there are two possible reasons for this situation:

You have not yet registered for access so the codes you are using are not yet in the database.
You are using either an incorrect Username or Password.

Why can't I view my Insurance Policy or Banking Portfolio?
Your insurance policy and your banking portfolio reside on three completely different systems. For security reasons, we don't want to integrate them into your Online Portfolio. Contact us if you need more information.