General Technical Issues - Troubleshooting

With so many web browsers, operating systems, mobile devices, tablets and PCs, it is not possible to optimize website performance on all platforms. As web scripts become more standardised, websites should get better at handling a range of technology.

For now, the best any conscientious website owner can do is make sure that their website works as well as it can for its intended market and their preferred devices.

While we make every effort to make our website accessible to the widest possible audience, this is always an on-going project as technology changes and bugs will inevitably raise their ugly heads from time to time.

At this time, our website works best on: -

  • PC or Mac
  • Desktop or Laptop
  • Recommended minimum screen resolution 1024px x 600px 
  • Broadband web connection with at least 512k download speed

Our website does work on a variety of tablets and mobiles, but we are making further improvements to its performance on these devices throughout 2014. We will always listen to problems you are experiencing, no matter what device you use and will always try to find a practical solution.

Prerequisites for using the internet

Sometimes we encounter users with really old systems and browsers. Using our website and the web in general requires the following: -
  • A reasonably up-to-date PC, laptop, tablet or phone 
  • A decent internet connection ideally with a fast speed – You can check your internet speed here
  • An up-to-date web browser
  • Cookies enabled
  • JavaScript enabled and up-to-date

It is not possible for us to support old browsers or operating systems as we do not have access to old software or hardware.

Common Known Issues

 

Firewalls

Often companies use firewalls to restrict certain website usage. Please make sure your IT department are allowing the features of our website to work. 

Cookies

Our website needs to use cookies to work properly. Please ensure your cookies are enabled. Read more about Cookies, what they are and how we use them.

Browsers

If you are using an obscure or little known browser there is a chance that we have not tested our website on it. Below is a list of browsers we regularly test.

If your browser is not on the list, it does not mean our website won’t work for you or we won’t try to support you if you have a problem. These are simply browsers that our website is known to work on without issue.

Cookie / cache problem

Cookies sometimes have a bad day. If you have had a recent computer issue or software update, this can affect your experience. Also, we are often updating and improving our website, which can cause cache problems. If our website was working ok for you previously, but now it's not, it may be a cache issue. Usually, this can be resolved easily, see Clearing Your Cache.

Error message

If you receive an error message there may be a problem that we need to investigate. Please send a screenshot of the error so that we can help further. See Providing a Screenshot

JavaScript

Our website uses JavaScript and it needs to be installed and up to date.

Download links expire

Our download links expire for security reasons after a short period of time. If this happens please refresh your page or close and reopen your browser. If this does not work try clearing your cache.

Payment problems

We use a specialist credit / debit card company for this. Payment problems are usually due to incorrect details being provided or problems with your debit / credit card issuer or bank. We have a help section dedicated to payment issues.

Still having problems?

 

If you have tried the above, and are still having trouble...

Please use this priority support form to let us know that you are struggling. We know how frustrating this can be so please don't struggle with it. We will help as quickly as we can.
 

If you managed to fix the problem with this information, please tell us how we did.

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