Please have a look at the documentation in this section before contacting Help Desk. It may help resolve your dilemma quicker or prepare you better when contacting Help Desk for further support.
Help Desk - For assistance, call 877-797-4796 or email EDRSSupport@doh.state.nj.us
| 5. | A "System Error has occurred..." screen is displayed. What does this mean? How do I report it? Q8* |
If the user has previously entered an email address in his/her User Profile on EDRS, Click on the Forgot password? link on the log in screen. The form will request your user name, or alternatively, you may provide your license number and issuing state instead (if applicable). The password will be sent to the email address on the user's profile.
If you have NOT entered an email address in your User Profile on EDRS, call the Help Desk and provide your (1) Full Name, (2) Facility's Name, (3) Login ID, (4) NJ License Number (if applicable) and (5) Phone Number. After confirming identity, Help Desk will help retrieve your password.
If any EDRS form is printing on multiple pages or contains page numbers, it may be caused by the printer defaults on your Microsoft Internet Explorer. You can make the following changes:
| 1. | On top, left-hand corner of Microsoft Internet Explorer, Click on File then Page Setup. |
| 2. | For legal size documents (8.5x14), change the option under "size" to "Legal". Otherwise, choose "Letter". |
| 3. | Delete the contents of the "Header" and "Footer" boxes. |
| 4. | Change all four margins values (top, bottom, left, right) to "0.166" . Margins may automatically adjust depending on your printer's allowed settings. |
Note: These changes will impact all documents printed from Internet Explorer.
If any EDRS form is printing on multiple pages or contains page numbers, it may be caused by the printer defaults on your Microsoft Internet Explorer. You can make the following changes:
| 1. | On top, left-hand corner of Microsoft Internet Explorer, Click on File then Page Setup. |
| 2. | For legal size documents (8.5x14), change the option under "size" to "Legal". Otherwise, choose "Letter". |
| 3. | Delete the contents of the "Header" and "Footer" boxes. |
| 4. | Change all four margins values (top, bottom, left, right) to "0.166" |
Note: These changes will impact all documents printed from Internet Explorer.
If EDRS gives the message, Your account is locked due to too many unsuccessful login attempts. Please provide the secret answer you have entered while registering to unlock and login., it is because after six attempts of logging into EDRS using the wrong password, the application locks your account and will have the user to provide the answer to the secret question that was entered on your profile. If the answer provided for the secret question is correct, the user account is unlocked and you can continue using the system.
If you have forgotten the answer to your secret question, contact the Help Desk and provide your (1) Full Name, (2) Facility's Name, (3) Login ID, (4) NJ License Number (if applicable) and (5) Phone Number. The Help Desk can confirm the information and unlock your account.
The "System Error" screen can be caused by issues with communication or data integrity. The specific cause must be investigated by our technical staff. To help us find a fast resolution to the issue we ask that you contact the helpdesk and provide your (1) Full Name, (2) Facility's Name, (3) Login ID, (4) Phone Number, (5) Case ID (when the message occurred), and (6) Screen function and screen name that immediately preceded the error message.After resolving the issue, the Help Desk will contact you with an update.
| 6. | I am using Mozilla's FireFox as my Web Browser and the EDRS application keeps timing out on me. What should I do? |
Mozilla's Firefox browser is not supported in EDRS. You must use the Microsoft's Internet Explorer browser. Internet Explorer can be obtained from the following link.
If the link point to a page that must open in a new browser window (a popup), your browser may have a built-in popup blocker or uses third party popup blocking utilities to prevent the link from fully working. As a result, the link will seem to be not working or a popup arises and you see the error code "404". Popup blockers block unwanted popup advertisements from displaying, however, because popup blockers block all popups, they can also disable helpful popup windows from opening as well such as with EDRS footer links (About EDRS, Contact Us, Disclaimer Statement, Forms, Help) or with lookups (i.e. County/Municipality lookups 
). Each popup blocker works differently but in most cases popup blockers can be configured to allow legitimate popups in just a few steps. Listed below are links to some of the most popular popup blockers and documentation on how to configure them.
Internet Explorer: http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx
Google Toolbar: http://www.google.com/support/toolbar/bin/topic.py?topic=116
Yahoo Toolbar: http://help.yahoo.com/l/us/yahoo/toolbar/features/popupblocker/basic/index.html
If you do come across a "404" page that seems unrelated to popup blocking, please report it.