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Technical Issues FAQs

How can I ensure that I receive all email from Compass Investors?

To ensure you receive all the email that we send, you must add the compassinvestors.com email DOMAIN and compassinvestors@comcast.net email ADDRESS to your address book and/or list of approved senders.

Email will never be 100% reliable and we therefore recommend you also do the following so that you will always know when a new Horizon™ Action Report is available.

  • Add a repeating reminder to your calendar scheduled to occur every 5th Monday. Note that if the markets are closed on Monday, the report will be posted the following market day.
  • You can have notices emailed to you at two different email addresses. If you have not already done so, please consider adding a second email address to your account by selecting Update Your Account from the subscriber home page
  • Periodically review your spam/junk folder to check for legitimate emails that have ended up in there. While most email providers allow you review mail they have flagged as spam, some do not. If that is the case, email them and complain. If you do get a chance to review email classified as spam, learn how to make the best use of your ISP's solution.

For more information, please refer to How do I ensure that emails from Compass Investors are not treated as Spam? for instructions on how to avoid having our email treated as spam by your email provider/ISP.

You may also wish to check our more comprehensive instructions that address several popular mail programs and third-party spam/junk filtering programs.



I am having problems accessing the website.

The most common cause of this has to do with your internet browser settings. For more information, please refer to "Updating Internet Explorer V6.0+ for Proper Site Access?"



When I sign-on to the website, I only see a blank page and/or hear a sound.

When I sign-on to the website, I only see a blank page and/or hear a sound?

The most common cause of seeing a "blank page" when trying to access the Compass Investors website is that your web browser's pop-up blocker -- a built-in feature of Internet Explorer (IE) version 6.0 and higher -- is blocking part of our site's Log In process. This typically happens either when you have more than one Horizon™ subscription, or if you have an active account that was previously cancelled or suspended.

To log in to our site, you must instruct your browser to allow pop-ups from compassinvestors.com. And do not worry -- you will never see any of those annoying pop-up ads when using our site as Compass Investors accepts no advertising.

There are two ways you can add compassinvestors.com to your pop-up blocker.

1.If you are able to get to our home page, but see the blank page after clicking the 'Log In' button, look for a yellow banner near the top of the blank page (see example that follows).

2.Move your move over the yellow-box, right click, and select 'Always Allow Pop-ups from This Site...' from the displayed list of choices.

You can alternatively directly add our site using IE's Pop-up Blocker menu. If you unsure how to do this, please consult our "Updating Internet Explorer V6.0+ Popup Blocker for Proper Site Access" document. NOTE: If you are using a pop-up blocker other than IE, please consult your software's user manual for detailed instructions. Safari users, please consult this page: www.ehow.com/how_2033317_manage-popups-safari.html.

If the above steps do not correct the problem after closing all web browsers and/or rebooting your computer, Follow the steps in our "How to correct Reallocation Worksheet/Action Report Display Issues" reference guide



I cannot access the Reallocation Worksheet and/or Action Report.

If you are having trouble accessing the Reallocation Worksheet and/or Action Report from our website, it is likely that you have security features in place with your browser that require you to take additional actions to see these website features.

If, after entering "I agree" (NOTE: Do NOT include the quotation marks) and clicking the "View..." button at the prompt provided immediately after your selection, look for a yellow banner near the top of the blank page (see example that follows).

Move your move over the yellow-box, right click, and select 'Always Allow Pop-ups from This Site...' from the displayed list of choices. , then follow the steps:

  • Move curser over message in the yellow banner.
  • Right click, select Download File.
  • Follow the remaining prompts to download and open the file on your computer.

Safari users, please consult this page for more information on allowing pop-ups: www.ehow.com/how_2033317_manage-popups-safari.html.



I get a blank page when trying to load the Reallocation Worksheet and/or the Action Report.

I get a blank page when trying to load the Reallocation Worksheet and/or the Action Report?

The most common cause of seeing a "blank page" when trying to access the Compass Investors website is that your web browser's pop-up blocker -- a built-in feature of Internet Explorer (IE) version 6.0 and higher -- is blocking part of our site's Log In process. This typically happens when you either have more than one Horizon™ subscription, or if you have an active account that was previously cancelled/suspended.

To Log In to our site, you must instruct your browser to allow pop-ups from compassinvestors.com. And don't worry -- you will never see any of those annoying pop-up ads when using our site as Compass Investors accepts no advertising.

There are two ways you can add compassinvestors.com to your pop-up blocker.

  • If you are able to get to our home page, but see the blank page after clicking the 'Log In' button, look for a yellow banner near the top of the blank page (see example that follows). Move your move over the yellow-box, right click, and select 'Always Allow Pop-ups from This Site...' from the displayed list of choices.
  • You can directly add our site using IE's Pop-up Blocker menu. If you unsure how to do this, please consult our pop-up blocker quick reference guide. NOTE: If you are using a pop-up blocker other than IE, please consult your software's user manual for detailed instructions.
  • Follow the steps in our "How to correct Reallocation Worksheet/Action Report Display Issues" reference guide.

Safari users, please consult this page for more information on allowing pop-ups: www.ehow.com/how_2033317_manage-popups-safari.html.



When I pull up some of the web pages, I see a garbled screen with gibberish

When I pull up some of the web pages, I see a garbled screen with gibberish?

You can view the schedule of upcoming Action Reports on our website at CIH_Report_Schedule

There are two things you should try.

Note: These instructions are for Internet Explorer V5 and higher. If you have an older browser or a different browser, please consult your browser's help file for specific instructions or visit this webpage.

CLEAR BROWSER CACHE AND COOKIES

  • Select Tools/Internet Options from the browser menu
  • From the Internet Options dialog box, click on Delete Cookies button
  • From the Internet Options dialog box, click on Delete Files button
  • Close ALL browsers that might be open on your computer.
  • Reopen a browser and attempt to access the web page in question

CHANGE WEBPAGE ENCODING TO AUTOMATIC

  • Select View/Encoding from the browser menu
  • There should be a dot next to Western Europe ISO. If there is NOT, please put a dot next to Auto-Select
  • Close ALL browsers that might be open on your computer.
  • Reopen a browser and attempt to access the web page in question

Safari users, please consult this page for more information on allowing pop-ups: www.ehow.com/how_2033317_manage-popups-safari.html.



The Reallocation Steps on my Plan Worksheet show errors like #VALUE and #NUM.

The Horizon Reallocation Worksheet uses Microsoft Excel functions that are only available in Excel version 2002 or later. If you are using a version of Excel older than Excel 2002, you may wish to consider upgrading your software to a more robust current version.

If you are using a more current version of Excel, please make sure that you have entered only numbers (i.e., no blank spaces or non-numeric characters) in the worksheet.

If you are still having trouble, please save a local copy of the worksheet you are using and email it to us at support@compassinvestors.com.

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