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| The message means that your current browser is not compatible with Fidelity NetBenefitsSM. You need to upgrade. |
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| Either your Social Security Number (SSN) or Customer ID and/or Personal Identification Number (PIN) was entered incorrectly. If this message appears consistently, you may need to re-establish your PIN. Things to check: |
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Do not use spaces or dashes in the SSN, Customer ID or PIN. |
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The PIN for NetBenefits is the same as the PIN for the telephone. |
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Do not include the pound key (#) after the SSN, Customer ID or PIN on NetBenefits. |
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Notice that the number-pad on the keyboard is in a different order than on the telephone. |
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Make sure the Number Lock (Num Lock) on the keyboard is on. |
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Try using the return key as opposed to the continue button (or vice-versa). |
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Test the number keys in a text document to make sure that they are functioning properly. |
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Try pressing enter instead of clicking Continue (or vice-versa). |
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Check your browser's compatibility. |
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Make sure your browser is enabled for Java and Java Script. To do this: |
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, Security, Custom Level, scroll down to Scripting, and Enable Active Scripting.
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Netscape 4.0 or higher:
Select: Edit, Preferences, Advanced, and check the Java settings.
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| If you have reviewed the above information and there is still a problem, shutdown & restart the computer and attempt to login again. |
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| Cookies: Our site passes electronic tickets to users that allow them to navigate securely. These tickets are known as "cookies." You must accept each cookie presented to proceed. To avoid constant warnings, we recommend that users set their browsers to accept cookies without notification or warning. To find your browser's cookie settings: |
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Internet Explorer 4.01:
Select View, Internet Options, and Advanced. Scroll to Cookie settings and "Accept all Cookies."
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, Security, and Custom Level. "Allow cookies that are stored on your computer" and "Allow per-session cookies" need to be enabled.
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Netscape 4.0 or higher:
Select: Edit, Preferences, and Advanced. Cookie settings are to the right, "Accept all Cookies."
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Netscape 6.0 or higher:
Select: Edit, Preferences, and Privacy and Security, then click "Cookies" radio button to enable all cookies.
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| An error message of this nature may be the result of the incorrect date on your system. |
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Check that the date and time are correct on your system (usually found in the lower right corner of your desktop). |
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If you find that you do need to adjust the time or date, you can normally change it by right-clicking on the display (with the button on the right side of your mouse) and then selecting 'Adjust Date/Time.' |
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| If the date is correct, check the browser version: |
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At the top of your Internet Explorer browser, select "Help" and "About Internet Explorer". NetBenefits is compatible with Internet Explorer versions 4.01 and higher. If you have a lower version, you need to download a compatible Microsoft® Internet Explorer. |
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| If the browser is already compatible, you need to ensure that the security certificates are enabled on your browser. To do this: |
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On the top of your Microsoft Internet Explorer browser, click on the word "View" and "Internet Options." Next, select "Content" and then click "Authorities." |
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Scroll all the way to the right and verify that the last three "VeriSign" boxes listed are marked. There should be one with Commercial CA and two with Secure Server CA. If there is no listing of security certificates, then we recommend that you upgrade your browser. |
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| If you are at work, you may be behind a corporate firewall. The firewall serves to enforce security policy on your network. Commonly, administrators restrict encrypted information, like your Fidelity account information, from entering networks. Verify whether you are subject to such restrictions by contacting your network administrator. |
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| Otherwise: |
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Check your browser's compatibility. |
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Delete the bookmark or favorite shortcut you have in place for our Web site. You can replace it once you login at NetBenefits successfully. |
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Clear the cache or history of your browser as described below. Close and reopen the browser after making the changes. If the problem persists, shut down and restart the computer, then login at NetBenefits. |
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Internet Explorer 4.01:
Select: View, Internet Options, and Clear History. Press "Yes" to delete all items in history.
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, General, and Clear History. Press "Yes" to delete all items in history.
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Netscape 4.0 or higher:
Select: Edit, Preferences, double-click Advanced. Then click Cache and clear both the memory and the disk cache. Press "OK" to remove files in memory.
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| If you are at work, you may be behind a corporate firewall. The firewall serves to enforce security policy on your network. Commonly, administrators restrict encrypted information, like your Fidelity account information, from entering networks. Verify whether you are subject to such restrictions by contacting your network administrator. |
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| Otherwise: |
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Check your browser's compatibility. |
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Delete the bookmark or favorite shortcut you have in place for our Web site. You can replace it once you login at NetBenefits successfully. |
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Clear the cache or history of your browser as described below. Close and reopen the browser after making the changes. If the problem persists, shut down and restart the computer, then login at NetBenefits. |
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Internet Explorer 4.01:
Select: View, Internet Options, and Clear History. Press "Yes" to delete all items in history.
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, General, and Clear History. Press "Yes" to delete all items in history.
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Netscape 4.0 or higher:
Select: Edit, Preferences, double-click Advanced. Then click Cache and clear both the memory and the disk cache. Press "OK" to remove files in memory.
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| If you are at work, you may be behind a corporate firewall. The firewall serves to enforce security policy on your network. Commonly, administrators restrict encrypted information, like your Fidelity account information, from entering networks. Verify whether you are subject to such restrictions by contacting your network administrator. |
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| Otherwise: |
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Check your browser's compatibility. |
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Delete the bookmark or favorite shortcut you have in place for our Web site. You can replace it once you login at NetBenefits successfully. |
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Clear the cache or history of your browser as described below. Close and reopen the browser after making the changes. If the problem persists, shut down and restart the computer, then login at NetBenefits. |
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Internet Explorer 4.01:
Select: View, Internet Options, and Clear History. Press "Yes" to delete all items in history.
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, General, and Clear History. Press "Yes" to delete all items in history.
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Netscape 4.0 or higher:
Select: Edit, Preferences, double-click Advanced. Then click Cache and clear both the memory and the disk cache. Press "OK" to remove files in memory.
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| This is a browser error message not related to your account. If you are at work, you may be behind a corporate firewall. The firewall serves to enforce security policy on your network. Commonly, administrators restrict encrypted information, like your Fidelity account information, from entering networks. Verify whether you are subject to such restrictions by contacting your network administrator. |
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| Otherwise: |
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Check your browser's compatibility. |
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Delete the bookmark or favorite shortcut you have in place for our Web site. You can replace it once you login at NetBenefits successfully. |
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Clear the cache or history of your browser as described below. Close and reopen the browser after making the changes. If the problem persists, shut down and restart the computer, then login at NetBenefits. |
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Internet Explorer 4.01:
Select: View, Internet Options, and Clear History. Press "Yes" to delete all items in history.
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Internet Explorer 5.0 or 5.5:
Select: Tools, Internet Options, General, and Clear History. Press "Yes" to delete all items in history.
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Netscape 4.0 or higher:
Select: Edit, Preferences, double-click Advanced. Then click Cache and clear both the memory and the disk cache. Press "OK" to remove files in memory.
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| If you are at work, you may be behind a corporate firewall. The firewall serves to enforce security policy on your network. Commonly, administrators restrict encrypted information, like your Fidelity account information, from entering networks. Verify whether you are subject to such restrictions by contacting your network administrator. |
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