Troubleshooting Issues FAQ

1. Nothing happens when I click the "Launch Tool" button (Pop-up Blocker Issues).


Compatibility View Settings

    1. In Internet Explorer, click on the Tools menu and then Compatibility View Settings in the top left of the browser. If you do not see the Tools menu, press ALT.
    2. In the Compatibility View Settings windows, type marketsmith.com and then click Add.
    3. Click the Close Button
    4. Click on “Launch Tool” once again to open the tool.


      Pop-up Blocker Issues

      Your pop-up blocker could be blocking the tool from opening. Please make sure that your toolbars allow pop-ups from our site or completely disable your pop-up blocker. To allow pop-ups or disable your pop-up blocker…

       

      On Internet Explorer:

        1. Click Tools across the top of the Internet Explorer browser.
        2. Hover over Pop-up Blocker
        3. Click on “Turn Off Pop-up Blocker.”
        4. Click on “Launch Tool” once again to open the tool.

      On Firefox:

        1. Look for a horizontal message across the top of the window that reads, “Firefox prevented this site from opening a pop-up window.”
        2. Click on the “Options” button.
        3. Scroll down to Privacy and select "Content settings..."
        4. Select "Allow all sites to show pop-ups"
        5. Click on “Launch Tool” once again.

      On Chrome:

        1. Click on the settings button in the top-right corner (3 horizontal lines)
        2. Select “Settings”
        3. Click on “Show advanced settings” located at the very bottom
        4. Click on “Content Settings…”
        5. Look for “Pop-ups” section and select “Allow all sites to show pop-ups”
        6. Close out of “Content Settings” and attempt to launch the tool once again

      On Safari:

        1. Click on “Safari” located on the menu bar and select "Preferences"
        2. Select the "Security" tab and then uncheck the “Block Pop-up Windows” by clicking on it
        3. Click on “Launch Tool” once again to open the tool.
          2. What if I don't see the Launch Tool button?

          If you do not see the “Launch Tool” button in the top-right portion of our homepage, you need to download the Microsoft Silverlight software. Please refer to the FAQs relevant to your computer configurations for detailed steps on how to download this software.

          3. What if I can't log into the website?

          If you forgot your password, please click on the “Sign In” button located in the top-right corner of the homepage, and select “Forgot Password” for further assistance.

          If you have the correct log-in information, please email us at reachus@marketsmith.com for additional technical support or to make sure your subscription is active.

          4. I'm experiencing slowness while using MarketSmith.

          Slowness could occur for several reasons, including connection type, traffic on the server, or security programs. If you are encountering slowness on the site or while using the MarketSmith tool, please try refreshing the connection by pressing CTRL + F5 on a PC keyboard or COMMAND + R on a Mac keyboard. If you continue to experience slowness, please try closing and restarting MarketSmith.

          5. How do I maximize my view of the chart to see all of the quarterly earnings and sales information?

          To view all chart information, click on the Mini Icon in the List Tool bar to minimize the List Panel and maximize the Chart. All 8 quarters of earnings and sales information should be available at the 1280 x 1024 screen resolution setting (or higher) when the List Panel is fully minimized. To verify or modify your screen resolution, follow this link to the Technical Support FAQs page.

          6. Why is the website asking me to update or install Adobe Flash Player?

          Some features on our website are Adobe Flash based and require the Adobe Flash Player. Please see the Adobe website for more information.

          7. I can’t print a MarketSmith Chart, what should I do?

          If you are having trouble printing the MarketSmith charts, there are a number of potential causes that could be related to the printer. Below are a few steps that you can use to troubleshoot the issue:

          1. Please re-boot your printer to refresh the memory. After rebooting please check to see if there are any documents in queue that have not completed printing. Be sure to clear out any documents in queue inside of the Control Panel:
            • Windows 7: Go to Start > Devices and Printers > Select Printer > Click on “See what’s printing” > if a document is “Pending” please select it and choose Delete from the Printer menu.
            • Windows Vista: Go to Start > Control Panel > Under Hardware and Sound click “Printers” > Select Printer > if a document is “Pending” in the queue please select it and choose Delete from the Printer menu.
            • Windows XP: Go to Start > Control Panel > Printers > Select Printer > if a document is “Pending” in the queue please select it and choose Delete from the Printer menu.
            • MacOSX: Please see Apple Support article
          2. If you are using a network printer in an office environment, please check with your network administrator for assistance on adjusting settings and verifying connections, as well as driver software installation and updates. If you are not using a network printer, proceed to item 3.
          3. Please check connections between the computer and printer. If using a wireless connection please ensure that the signal strength is high and that there are no obstructions between the computer and device.
          4. Please make sure your printer’s driver is up-to-date. Perform any necessary updates to the driver software to ensure that you have the latest version. For details on performing updates, (please consult the manufacturer’s website for specific instructions).
          5. If you continue to experience trouble, please try reinstalling the printer’s driver software. (Please consult the manufacturer’s website for specific instructions).
          6. If the above suggestions do not resolve the problem that you have encountered, you may try printing to a PDF document using a PDF writer program, such as Adobe Acrobat or a freeware equivalent. Please see our FAQ article if you would like to use the Print to PDF method.
          8. How can I create a PDF version of the MarketSmith Chart?

          If you have PDF writer software installed, such as Adobe Acrobat or a freeware equivalent, you can use the PDF writer to create a document with the chart. To install a PDF writer program, you can try one of the free programs (see below) that we have successfully tested with MarketSmith or visit the "Downloads" section of the CNET website and search for “free PDF Writer” to search for more options (Please note that MarketSmith is not affiliated with these companies and inquiries related to these products should be directed to their support departments):

          Freeware

          CutePDF: http://www.cutepdf.com/

          Desk PDF: http://www.docudesk.com/deskPDF_PDF_Writer_LP6.shtml?

          Fee-based software

          Adobe Acrobat: http://www.adobe.com/products/acrobat.html

          Solid PDF: http://www.soliddocuments.com/products.htm?product=SolidPDFCreator

          Once you have installed a PDF writer program of choice please close any open programs and save your documents, then restart the computer. You can print a MarketSmith chart to PDF as follows:

          1. Launch the MarketSmith Tool and view a chart
          2. Click on the printer icon
          3. In the Print dialog window, select the PDF writer program from the list of printers available
          4. Give the document a name and choose a location to Save As
          5. Once saved, the document should open. If it does not open automatically please locate the PDF document and open.
          6. With the PDF document open, click Print to complete the process.
          9. Why does the chart window freeze when I click on “Launch Tool”?

          New security checks have been built into Mavericks causing it to block the launch of the MarketSmith tool. Use the steps below to correct the blocking issue. If you continue to have problems launching MarketSmith, please contact a product coach at (800) 452-4422.

          For Mac OS X Mavericks:

          1. Open Safari
          2. Click on the "Safari" drop-down menu in the upper left hand corner and select "Preferences"
          3. Select the "Security" Tab
          4. Ensure the "Internet Plug-Ins" box is checked
          5. Click on the "Manage Website Plug-Ins" button
          6. Click on the "Silverlight" tab from the left-side rail
          7. Select Marketsmith from the drop down menu select "Run in Unsafe Mode"
          8. Click "Trust"
          9. Click “Done”
          10. Return to www.marketsmith.com and click “Launch Tool.”

          For all other MAC OS

          You may need to uninstall and reinstall Microsoft Silverlight. Click here for instructions.

          For Windows OS

          You may need to uninstall and reinstall Microsoft Silverlight. Click here for instructions.

            10. Why do I get the message, "The Request could not be processed at this time, please try again later?"

            This message could be due to several reasons ranging from the connection to traffic on the server to other network issues. If you receive this message consistently, please try pressing the F5 button on your keyboard to refresh MarketSmith. If the problem persists, please try closing and restarting MarketSmith.

             

             

            For more information on the latest issues, fixes, and upgrades please visit the Technical Support Forums.

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