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Help Downloading Statements and Tax Forms
If your issue is not addressed here, please contact us.
Important Note: To view PDFs you will need to install Adobe Acrobat Reader. For additional information, access Adobe Acrobat Reader Support.
Browser Issues
Other Issues
Installing/Upgrading Your Browser
Browser Issues
Netscape 4.7
If you are unable to see the Statements and Tax Forms search page, we recommend that you upgrade to the latest browser from either Netscape or Microsoft Internet Explorer. Currently this is version 8.x for Netscape and 7.x for Internet Explorer.
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Internet Explorer 6.x
If you are receiving the following error after being asked to open or save the file, or a blank page appears after you click on the document to view, please follow the steps listed below.
Error message:
"Internet Explorer was not able to open this internet site. The requested site is either unavailable or cannot be found. Please try again later."
Determine your browser version.
Determine your Adobe version.
Solution -Part 1
| Internet 6.x |
- Close all instances of the web browser.
- Open a new browser window.
- Choose Tools-->Internet Options from the top menu
- Select the Advanced tab and scroll down to the Security section at the bottom
- Uncheck the "Do not save encrypted pages to disk" option
- Click Apply and Ok
- Close Browser
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Solution -Part 2
| Adobe 4.0 |
Adobe 5.0 |
Adobe 6.0 |
- Close all instances of the web browser.
- Open Adobe 4.0 and select File --> Preferences > General.
- Deselect Web Browser Integration.
- Uncheck the "Display PDF in browser" option.
- Click OK and Close Adobe Acrobat.
- Open the browser and try accessing the document again.
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- Close all instances of the web browser.
- Open Adobe 5.0 and select Edit --> Preferences.
- Select "Options" from the list displayed on the left side of the dialog box.
- In the Web Browser Options section, uncheck the following:
"Display PDF in browser"
"Check browser settings when starting Reader"
- Click OK and Close Adobe Acrobat.
- Open the browser and try accessing the document again
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- Close all instances of the web browser.
- Open Adobe 6.0 and select Edit --> Preferences.
- Select "Internet" in the list of options displayed on the left side of the dialog box.
- Uncheck the "Display PDF in browser" option.
- Uncheck the "Check browser settings when starting Reader" option.
- Click OK and Close Adobe Acrobat.
- Open the browser and try accessing the document again.
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Note: The next time you select a link to a PDF file in Internet Explorer, a dialog box will prompt you to specify what to do with the file. If you select "Open this file from its current location," Internet Explorer opens the PDF file in Adobe Acrobat as a helper application. If you select "Save this file to disk," Internet Explorer saves the PDF file to your hard disk where you can open it later.
If the solution listed above does not work, try updating Internet Explorer with the latest patch. To patch MS IE 6.0 with the latest updates, please refer to the MS KB Item below:
http://support.microsoft.com/default.aspx?kbid=328548
For further solutions, please check the Adobe tech note that provides various solutions on this issue.
http://www.adobe.com/support/products/acrreader.html
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Netscape 7.x
If you are using Netscape 7.x and are not able to print the document once it opens, you will need to download the PDF file to your hard drive and view it locally. Follow these steps:
- Right-click the link (Windows) or place the cursor over the link and hold down the mouse button (Mac OS), then choose "Save Link As" from the pop-up menu.
- In the "Save As" dialog box, you may simply not the file name and location provided for the PDF file or specify a name and/or location of your choice.
- Click "Save."
- View or print the PDF anytime by running the saved file (usually by double-clicking on the file).
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Other Issues
I received the following message, "No documents were found", when searching for my statements/tax forms.
This message indicates that we do not currently have the selected documents available for you to view. Possible reasons include:
- The document was not created and therefore was not stored as an image for you to view. The account may not have been opened at quarter-end to create a quarterly statement or the account did not have a taxable event that generated a tax form. If you feel that a document should have been created, please contact us.
- The document has been created but is not currently stored for you to view. Quarterly statements are usually available 5 business days weeks following the calendar's quarter-end. Tax forms are usually available by the beginning of February. If you are attempting to view the document too soon, please try again at a later date.
What statements/tax forms are available to me?
For most accounts, statements and tax forms from 1998 to present are available online. If you need a statement/tax form prior to 1998, please contact us.
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Installing/Upgrading Your Browser
What are browser "versions" and why do they matter?
Each browser has a number called a "version" associated with it (Referred to as 4.x, 5.x, etc.). The number to the left of the decimal refers to the major release number of the browser. The number to the right of the decimal refers to the minor release number. The major release number is only incremented if there are significant changes in functionality or in the user interface, while the minor release number usually is incremented for bug fixes. For example, when Netscape made major changes in the interface and functionality of version 3.x, the new release was called 4.0, but it had a few problems. Netscape fixed those problems and called the new fixed release version 4.01. The next release fixed a few more problems and was called 4.02. All three of these are referred to in general as the "4.x" version.
The most important thing to remember is that higher version numbers are almost always better, since they represent the one with the most bug fixes and the newest functionality.
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How can I tell what version of a browser I am using?
Follow the steps below to determine what version of browser you are using.
Internet Explorer
From the "Help" menu, choose "About Internet Explorer"
Netscape
From the "Help" menu, choose "About Communicator" or "About Netscape"
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What browser do you recommend?
We recommend that you use the latest browser from either Netscape or Microsoft Internet Explorer. Currently this is version 8.x for Netscape and 7.x for Internet Explorer.
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Why should I upgrade?
Whether or not to upgrade is ultimately your choice. However, there are some compelling reasons to choose the newest version.
- Each new version fixes errors and problems that were found in the previous version. Getting the latest browser gives you the latest fixes to known problems.
- Both Netscape and Microsoft are constantly making their browsers easier to use and more powerful at the same time.
- With each new version, new technology is supported. If you use an old browser, you will probably miss out on new features that web developers include in their site.
- They are free. Currently both Netscape 8.x and Internet Explorer 6.x are available for download at no charge.
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How can I download a new browser?
You can get Internet Explorer 7.x from Microsoft.
You can get Netscape 8.x from Netscape.
Both sites provide detailed instructions for downloading and installing their products. If you have any problems, please contact either Microsoft or Netscape.
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