FAQs & Help

If you have experienced any of the issues listed below, please follow the corresponding instructions:

• File upload fails with a general error
• PDF proof is not showing the latest file additions or changes
• I am seeing a 500 Error
• I get logged out after saving the changes
• Information I entered is not saving
• General error that says “please contact support”

To resolve ALL of the issues listed above, please clear the browser cache and restart your browser.

Most Web browsers have a cache, or storage area. Web pages are stored in the cache, along with the Web address. Once the capacity of the cache is exceeded, newer Web pages replace ones that you visited earlier. Sometimes your browser may use an out-of-date page from the cache rather than pulling from the website for a current copy.

On PC browsers: Press CTRL+SHIFT and hold and then press DELETE key on your keyboard. Depending on the browser, you will see a new tab open or a new window with the options to clear the cache. Please be sure to restart the browser after clearing cache. For detailed instructions on clearing your browser cache, please see this page.

If you:

• Are unable to type in your email address when creating or editing your account or trying to log in
• Have reset your password and are still getting an “Incorrect User ID or Password” error

This issue is caused by having the AutoFill feature enabled in your browser. AutoFill functions like a copy and paste function, which is not permitted in the email address field when creating an account or logging into a journal submission site.

The email address must be manually typed into the email address field. The AutoFill feature can be disabled by accessing these instructions via the links below:

• Internet Explorer
• Firefox
• Google Chrome
• Safari