Troubleshooting Tips

I forgot my password. How can I retrieve it?
I receive a download error when trying to view a Microsoft Office 2000 file.
I am having a problem downloading one of the files I uploaded to the VAULT.
I receive the following error message: “An error has occurred – Invalid cookie. Please make sure your browser has cookies enabled”
I am having trouble uploading files to my VAULT.
I do not see the add button to upload files.
What is my connection speed to your servers

I forgot my password. How can I retrieve it?  -Top-

On the home page click ‘Account Login’ and then click the ‘Forgot Password’ link.

Provide your e-mail address and your VAULT name and a reminder will be sent to your e-mail address.

Please Note: This recovery system is not for guest logins.

If you are a guest and have forgotten your password, you must contact the person who gave you guest access.

If your password reminder does not help, then contact support@bigvault.com and you will be guided through a password recovery procedure.

I receive a download error when trying to view a Microsoft Office 2000 file.  -Top-

If you are using Office 2000, you will need to update the service pack. Office 2000 had a security issue downloading from secure web sites which Microsoft fixed with their Office Service Release 1-A.

To download visit http://office.microsoft.com/downloads. Before you start the install, make sure you have a copy of the Office CD-ROM and that you have read all the documentation.

Alternatively, you can force a download by right clicking the file link or download icon and choosing "Save Target As".

I receive the following error message: “An error has occurred – Invalid cookie. Please make sure your browser has cookies enabled before attempting the…”

You must login to download files. Make sure that you login to http://www.bigvault.com and not http://bigvault.com.

I am having trouble uploading files to my VAULT.  -Top-

This issue may be due to one of three scenarios:

Cause #1:

The user did not accept the upload applet when prompted.

Resolution #1:  -Top-

Try closing your browser completely and then clearing your cache by right clicking on the IE icon and choosing Properties, on the General Tab under ‘Temporary Internet Files’ click ‘Delete Files…’ button.

Then login to your bigVAULT account and try your upload again. When prompted to accept the bigVAULT applet, choose ‘Yes’.

Cause #2:

The user's upload is being blocked by a firewall.

Resolution #2:  -Top-

If you are behind a firewall, make sure the firewall is set not to block cookies, Java applets and allows traffic on ports 80 and 443.

Cause #3:

Invalid Browser configuration.

Resolution #3:  -Top-

By default, IE 6 and Netscape 6 are installed without the required Java VM. In addition, many third party software utilities block cookies, popup windows and move URLs into limited Internet zones.

For more information, click the help link on the Upload page.

If you are still unable to upload, please click the technical support link and a bigVAULT Support Team Member will assist you.

I do not see the add button to upload files.  -Top-

If you preformed and checked all the above mentioned resolutions then it is most likely that the wrong JVM is running for your browser.

To fix this close all broswer sessions then click Start -> Settings -> Control Panel -> Java-Plugin -> Browser.

Now remove the check that is on IE and then click apply and close this program.

Now login to your VAULT and click upload, put a check in the little box when applet pops up, then click Grant or Yes to accept the applet.

What is my connection speed to your servers  -Top-

To test you connection speed to our servers click here -> SPEED TEST