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General Help
Search Tips
As you search for answers to your questions, you can easily move from one function to another using the tabs on the tab bar. Be aware that you must have a customer account to access certain functions.

Note: This site contains the Accessible Links function in compliance with Section 508 of the Rehabilitation Act. It can be activated using accessibility software, such as a screen reader, or through this keystroke sequence: From a page other than Support Home, press Tab until the focus is on the My Stuff tab. Press Tab again and then press Enter.

 Answers

Click this tab to search the knowledge base and view answers. Click a subject link to view the details of an answer.

Search
Click Search to search the knowledge base using drop-down menus and search text to narrow your search. You can view the list of answers, sort the answers, and page through the list. Click to sort a column in descending order or to sort the column in ascending order.

Browse (single-level)
Click Browse to search the knowledge base by topics. Each page of Browse will display two to nine topics, with the first page offering the most general topics. You can choose the topic that best describes your question; click a topic to display several more related topics.

Each subsequent page displays more specific choices based on previously selected topics. At any point, you can display the text of a specific answer or continue choosing topics to narrow your search.

As you choose topics, your view of the knowledge base narrows; in this way, you are presented with only the immediate groupings of information related to your topic, not the entire knowledge base.

Searching in Browse...
To search in the Browse mode, type as much of the word or phrase as you know and click the Search button next to the text field. The best-matching answer will be displayed on the right, and the corresponding topic folder on the left will automatically be selected. Other answers in the same topic as the best-matching answer are also displayed, in descending order of match strength.

Even if an answer does not contain a query term, it may be of interest because it's related to the same topic. An icon indicates the match strength of each answer, allowing you to quickly identify the most likely ones.

The topic folders on the left will also be ordered according to the match strength of the answers they contain, and the same icons are used as for answers. In addition, the label for each folder will note how many matching answers it contains. Depending on your query, there may be matching answers in several topics, which you can examine by clicking the folders or their labels.

Because the contents of a topic are suggested by the folder labels, you may be able to find the answer you need more easily than by going through a long list of answers that partially match your query. The ordering of topics and answers, and the icons indicating match strength, will remain unchanged until you enter a new query or clear the previous one.

Browse (multi-level)
Click Browse to search the knowledge base by topics. This type of search provides you with a graphical interface similar to a file management system. When you click a folder, the files and folders in that branch or cluster will be displayed. You can follow a branch by clicking a subordinate folder or view a specific answer by clicking a file.

When you open a folder to see the subordinate folders and answers, the top-level folders remain visible. This enables you to view the entire knowledge base at the same time you narrow and focus toward a single answer.

Searching in Browse...
To search in the Browse mode, type as much of the word or phrase as you know and click the Search button next to the text field. The best-matching answer will be displayed on the right, and the corresponding topic folder on the left will automatically be selected. Other answers in the same topic as the best-matching answer are also displayed, in descending order of match strength.

Even if an answer does not contain a query term, it may be of interest because it's related to the same topic. An icon indicates the match strength of each answer, allowing you to quickly identify the most likely ones.

The topic folders on the left will also be ordered according to the match strength of the answers they contain, and the same icons are used as for answers. In addition, the label for each folder will note how many matching answers it contains. Depending on your query, there may be matching answers in several topics, which you can examine by clicking the folders or their labels.

Because the contents of a topic are suggested by the folder labels, you may be able to find the answer you need more easily than by going through a long list of answers that partially match your query. The ordering of topics and answers, and the icons indicating match strength, will remain unchanged until you enter a new query or clear the previous one.

Documents
Click Documents to search for external documents that may be related to your query. Search results may include other web pages and PDFs, in addition to answers in our knowledge base.

Answer Details
Answer details display on the Answer page and include the question, answer, and any related answers. You can do any or all of the following when viewing an answer:
Email Answer—Click this link to send the answer to an email address. You will be prompted for the recipient's email address.
Print Answer—Click this link to print the answer.
Submit Rating—Select a percentage and click Submit Rating to rate the usefulness of the answer. If you rate the answer below 100%, a feedback form opens where you can tell us why this answer did not completely answer your question. Your feedback will help us improve the answers in our knowledge base.
View Related Answers—Any answers related to the current answer are listed under the Users Who Viewed This Answer Have Also Viewed section on the bottom of the page. Click a subject link to view a related answer. When you click a related answer, you have the same options as when you view any answer.
Previously Viewed Answers—All the answers you have viewed in the current session are listed in this section. When you click a previously viewed answer, you have the same options as when you view any answer.

 Ask a Question

Click this tab to submit a question to our support staff when you are unable to find your answer by searching the knowledge base. If you do not have a customer account, you must create one before your question will be submitted. The system may suggest possible answers, which you can view before finally submitting your question.

 My Mailbox

Click this tab to access your personal account information, including any questions you have previously submitted, the answer notifications you are subscribed to, your search preferences, and your account and contact information. You must log in to access this area. Once you have logged in, click a button below the tab bar or the corresponding link in the middle of the page.

Questions
Click this sub-tab to view a list of all the questions you have submitted. Click a question's subject link to view the details. From there you can update the question with additional information, add file attachments, or indicate that you no longer need an answer to the question.

Profile
Click this sub-tab to view and edit your search preferences and account and contact information.

Search preferences specify the search settings you want on the Find Answers page when you search the knowledge base. For example, you could specify a default for a specific product or category and how you want to sort the answers list. In order for your default settings to be reflected on the Find Answers page, you must be logged in.

The account and contact information includes your user ID, password, email address, and first and last name. Telephone and street address fields may also be available for update.
Note: Update your email address and other contact information whenever it changes to keep your account current.

Product/Category notifications specify the product and category lists so you can be notified any time an answer in the product or category is updated.
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