Basic Browser Troubleshooting Tips for Fidelity WealthCentral
®Quick Links
The following are quick links to the various sections in this document.
Symptoms ... 1
Operating Requirements ... 1
Recommended System Checks... 2
Adobe Flash and Java ... 2
Internet Options ... 2
Windows Vista or Windows 7 ... 3
Display Settings ... 4
Resolution Issues... 4
WealthCentral Reports in PDF Format ... 5
Symptoms
If you are experiencing any of the following symptoms, please follow the steps outlined below. If you still have problems after completing these procedures, contact a Fidelity Technical Product Support Analyst at 800-523-5518 on Monday through Friday during the hours of 8:00 a.m. and 8:00 p.m. Eastern time.
• WealthCentral does not connect.
• Pages are loading slowly or are not loading properly.
• Buttons are grayed out (disabled) or do not display at all.
Operating Requirements
• The Fidelity Advisor CHANNEL
®Web site (AC.com/advisorchannel.com) and WealthCentral cannot be open at the same time.
• Monitor resolution set at 1024 x 768 or higher.
• The following are the Fidelity-certified operating systems and programs for using WealthCentral:
• Windows XP
• Windows Vista
• Windows 7
• Internet Explorer 8 or 9 NOTE: Internet Explorer 7 is not recommended due to browser memory leaks.
• Most recent version of Adobe Flash
• Most recent version of Java
Recommended System Checks Adobe Flash and Java
The following components are required in order to run WealthCentral.
Action Steps
Verify you are running the most recent version of Adobe Flash.
1. Go to the following URL to obtain the Adobe Flash Player version information: http://www.adobe.com/software/flash/about/
2. You are notified if you do not have the most recent version installed.
If this is the case, download and install the newest version.
Verify you are running the most recent version of JavaRuntimeEnvironment.
1. Go to the following URL to obtain the Sun Java version information:
http://www.java.com/en/download/installed.jsp?detect=jre&try=1 2. You are notified if you do not have the most recent version installed.
If this is the case, download and install the newest version.
Internet Options
Establish the following settings using the Internet Options pop-up screen (Start > Settings > Control Panel > Internet Options). NOTE: You also can access Internet Options directly through your browser’s navigation bar by selection Tools > Internet Options.
Action Reason Steps
Reset Temporary Settings (Temporary Internet
Files/Cookies/History).
May resolve problems with cached credentials and files.
!IMPORTANT! Performing these deletions removes any pre-populated ID and Password information you requested a site to save.
1. Click the General Tab.
2. Click the Delete Cookies button.
3. Click the Delete Files button.
4. Click the Clear History button.
NOTE: Internet Explorer 8 has a Delete button; you can make all the choices above on the screen that displays when you click this button.
Add WealthCentral and AC.com to your
browser’s trusted sites.
Prevents required files and web sites used by
WealthCentral and AC.com from being blocked.
1. Click the Security Tab.
2. Click the Trusted sites icon.
3. Click the Sites button.
4. Uncheck the checkbox labeled Require server verification (https:) for all sites in this zone.
5. If the sites are not present, you must add them manually. Enter the site name in the Add this Web site to the zone field and then click the Add button:
• *.advisorchannel.com
• *.fidelitywealthcentral.com
• *.bonddesk.com (BondTraderPro
®clients only)
• *.verisign.com
Reset trusted sites security.
Restores the default security setting for the designated trusted sites.
1. Click Security Tab.
2. Click the Trusted sites icon.
3. Click the Default Level button (if enabled/active).
4. Click the Apply button.
Internet Options (Continued)
Action Reason Steps
Enable pop-ups. Enables Internet Explorer to open the applications in their separate windows.
NOTE: Applies only to clients using Cashiering, BondTraderPro, and any third-party applications, such as CRM and Financial Planning.
1. Click the Privacy Tab.
2. Click the Settings button In the Pop-up Blocker section.
3. Add the following sites by completing the Address of website to allow field and then clicking the Add button:
• *.advisorchannel.com
• *.fidelitywealthcentral.com
• *.bonddesk.com (BondTraderPro clients only) NOTE: For Internet Explorer 8, use the Pop-up Blocker selection in their Tools drop-down menu.
Windows Vista or Windows 7
NOTE: Applies only to systems running Windows Vista or Windows 7.
Action Reason Steps
Run Internet Explorer as an Administrator.
Prevents required components from being blocked.
Right-click the Internet Explorer shortcut on your Desktop and select Run this program as an administrator in the menu that displays.
NOTE: Running as an administrator is enabled when you right-click the
shortcut and ends when you close Internet Explorer.
Display Settings
Symptoms:
You cannot read some of the text within WealthCentral (screens do not display completely).
OR
You cannot click on a button, feature, or scroll bar on a page, but the remainder of the page loads.
Action Steps
Reset Zoom feature to 100%.
NOTE: Applies only to clients running Internet Explorer 8.
Set the Zoom Feature in the lower right corner of the Windows screen to 100%.
Check DPI (Dots Per Inch) setting. 1. Right-click your computer Desktop and select Properties.
2. Click the Settings Tab.
3. Click the Advanced button.
4. Make sure the DPI setting on the General Tab is Normal size (96 DPI).
5. Click the Apply button.
Enable Compatibility View settings. 1. Click Tools in the Internet Explorer toolbar.
2. Click on Compatibility View Settings in the drop-down menu.
3. Verify that the Display all websites in Compatibility View option is checked. If not, click the checkbox.
4. Click the Close button.
Resolution Issues
If you are running at the minimum resolution setting of 1024 x 768, you may experience display problems with some screens. One example is the presence of a scrollbar on the Customize pop-up. Press F11 or click View
> Full Screen on the navigation bar to place your monitor in Full Screen Mode and correct these issues.
WealthCentral Reports in PDF Format
To directly view WealthCentral reports generated in PDF format, deselect the Display PDF in browser checkbox on the Adobe
®Reader
®Preferences Internet screen. If the checkbox is selected, you must save the PDF file before you can view it.
Screenshots included in this document are provided for illustrative purposes only.
For investment professional use only. Not for distribution to the public as sales material in any form.
The registered trademarks and service marks appearing herein are the property of FMR LLC.
Clearing, custody, or other brokerage services may be provided by National Financial Services LLC, or Fidelity Brokerage Services LLC. Members NYSE, SIPC.
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