If there's a Software Problem...

We know that software problems are a major irritation; sorry you've run into one on the NowComment site.

If you need assistance we're happy to help… but please look over these few tips to see if one will get you going again right away:

  • Problem logging onto the site

    • make sure you aren't trying to access an old or duplicate account (each person should have just one account) or using a personal email address instead of a school or business address
    • double-check your password and email address for a subtle "typo" — typing a period instead of a comma, leaving out a letter, duplicating a letter, typing the letter "o" instead of the number zero or the letter "l" instead of the number one, etc.
    • check capitalization (especially with passwords); could the Caps Lock key be on by mistake?

    If your password isn't working (even if you're sure you've entered the right one!) enter just your email address in the homepage login box and then click the "Forgot your Password?" link; we'll email you instructions for resetting the password. If you never receive that reset email then you either used a different email address for your NowComment account or a spam filter is blocking that email from reaching you.

  • You've entered something (filled out a form, clicked on a URL) and something isn't working

    • it's often a subtle "typo" (see list above)
    • sometimes what you typed isn't in the requested format — you forgot an http:// in front of the www. in a URL, the software is expecting a date in "6-30-2012" format and you input a 2-digit year "6-30-12"), etc.

  • If a page on our site is badly formatted or isn't loading at all

    • Try a similar page on our site (e.g. a public document on our site, one of your older documents, another group, another folder) to see if the same problem occurs twice. If the second page is OK, it's good to know there's a problem with a particular page rather than with NowComment in general.
    • Our site requires the use of JavaScript and some pop-ups; if you using any blocking software for these you should put in nowcomment.com as an allowed exception
    • If you have easy access to another computer, or a friend is handy, try doing the same thing on another computer and see if you get the same result
    • Try that same page in another free browser (especially if you're using Internet Explorer; sometimes IE can be quirky). Firefox, Chrome, Safari, and Opera are all good browsers that take just a minute or two to download and install

If these tips don't solve the problem, we're happy to look into it; here's the important information that will help us identify and resolve the problem:

  1. A clear and fairly detailed description of the problem; the more descriptive the better (to give us more clues!).

  2. The URL of the page on our site you're having the problem with.

  3. The email address of your account (if different from the email you're using to emailing us).

  4. The exact wording of any Error Message(s) you received, both the "header" message (e.g. "Server Error 500") and any details given below that header. If you can't copy-and-paste this information a screenshot showing the page URL and the error message would be great. ou probably don't need any special screen capture software to do this; it's built into most operating systems (see this Wikipedia article). Save the screenshots to your machine (or paste them into a "paint" or word processer first and then save that document) and then attach them to your email.

  5. As much information about your operating system and browser as possible (e.g. Windows 7 version 6.1 with Firefox 3.6.8, or Mac OS X 10.6.4 with Safari 5.0.1).

  6. As much context information as possible — what you were trying to do when the problem occurred, what keys you had just hit, what steps you had just finished, etc.

Send this information (with screenshots if possible!) to: techsupport at nowcomment.com and we'll email you back as soon as we can. If you possible, "before and after" screenshots showing what you did and what happened after you did it are often a huge help.