Technical Support Knowledge Base

The Oregon CIS Knowledge Base includes information about common operation problems and their solutions. Please feel free to e-mail or call CIS Delivery System staff if your questions are not answered below.

Login Issues

If your user name and password are not working check the following things:

Have you entered your user name and password correctly? Try re-entering it. Make sure you are using the correct case (caps or no caps). Passwords are case-sensitive. Also try typing your password into Notepad and then copying and pasting it into the password field in the browser.
Are you on the right page? Many people try to log into the Administration Tools with their site password, and vice versa.
Has your password expired? If you are a student or client trying to access CIS, check with your CIS Site Coordinator. If you are the CIS Site Coordinator, contact CIS.
You may also need to clear your cache. See below for instructions.

Clearing the Cache

The browser cache is used to keep local copies of previously accessed documents. It reduces the time you need to be connected to the Internet. When a problem occurs, it is a good idea to clear your cache.

Internet Explorer Users

start Internet Explorer
choose "Internet Options" from the Tools menu
click the "General" tab
click the "Delete…" button in the Browsing History section
check "Temporary Internet Files"
remove checks from things you DON'T want cleared, like cookies and form data
click "Delete"

Firefox Users

start Firefox
choose "Tools", then "Clear Recent History”, from the menu
check "Cache"
remove checks from things you DON'T want cleared, like cookies and form history
click "Clear Now"

Note: Instructions may vary with different browsers. If you cannot locate the cache, check the help file of the browser you are using.

Screen Resolution Change

CIS now uses slightly larger screen fonts and spacing for improved readability. To accommodate these changes, the recommended screen resolution for CIS is now 1024x768. Most computers and monitors manufactured in the last 10 years are capable of displaying this (and higher) resolutions. If you see horizontal scroll bars when using CIS, it is recommended that you change your settings.

Windows XP Users

open the "Control Panel"
open "Display"
click on the "Settings" tab
adjust the "Screen resolution" slider

Windows 7 Users

open the "Control Panel"
open "Appearance and Personalization"
click on "Personalization"
Click on "Display Settings"
adjust the "Resolution" slider

Macintosh OSX

open "System Preferences" from the Apple menu in the upper-left corner of the screen
select "Displays"
select your resolution from the "Resolutions" list

Saving Writeable PDFs

The Adobe browser plugin does not allow you to save writeable PDFs for later use. Please be sure to save the PDF file to you computer and then open it with Adobe Reader before entering information.

RTF Output on Macintosh

CIS for Internet offers RTF as an output option in many areas of the program. RTF is a file format used by Microsoft Word. Currently, this output format does not always work correctly if you are using Word on a Macintosh.

If you are using a Mac, select PDF as the output type where appropriate. A PDF file is not editable, but it will display correctly and can help you to see your work. CIS is working on developing additional options for our Mac users. These options will be available in a future update of CIS.

Financial Aid Sort, Occupation Sort and School Sort

Clicking on "Continue", "Get My Results", or the navigation bar no longer works. You are using Internet Explorer 5.x on a Macintosh.

Use Safari or Mozilla Firefox to run CIS for Internet on a Macintosh to avoid this bug of Internet Explorer.

Occupational Videos

Clicking on a video speed does nothing.

Refresh or reload the page, then click on the video speed again.

Clicking on a video speed brings up a window that does nothing or has an error message.

The videos require Window Media 7 or later. Download the latest installer from the Windows Media site.
Please note that if you are using Netscape on a Macintosh, you may need to manually copy the files "DRM Plugin" and "Windows Media Plugin" from the Windows Media Player folder to the Netscape Plug-ins folder after installing Windows Media.

Printing

Clicking on "Print" does nothing and you are using an older browser, like Netscape 4.7.

Refresh or reload the page, then click on "Print" again.