1. Site Information - How To

 

1.1. Priority Response - Help & "How To"
1.1.1. New User - Registration for Priority Response
If you HAVE NOT registered previously to use our Priority Response system please do this:
  • Visit www.richmondrc.com,
    • > Enter the Site,
    • > Support Services,
    • > Your Choice of Support Services that Work for You,
    • >  Priority Response Register Now for Priority Treatment [New Window]
      • Enter all of your contact information into the template
        • Capitalize the first letters of your Name, City, State, Country as you would normally
        • Use your formal first name not a contraction or nick name. i.e. Robert... not Bob, Rebecca... not Becky
      • We strongly suggest the following approach to creating login's and passwords:
        • For your password and login use all lower case as in xxx not XXX or XxX
        • For your login (sometimes referred to as user name), use your email address (all lower case)
        • For your password... use your formal first name (all lower case) followed immedately by a string of 4+ digits that mean something to you. i.e. robert23456 or rebecca78923
        • Write down your login and password now! Exactly as you created it! Keep it safe and private.
      • > Save
        • You will see a screen message saying you are successfully registered.
        • If the system reports an error and will not accept your login and password it is likely because you have a login and/or password that is already in the system.
      • > Close
      • Close your browser
        • Hint: Use the browser menu bar > File (top left) > Close), or
        • Hint: > The X in the top right corner of the browser window frame.
      • This completes the one time registration process.
        • Hint: You will not normally have to do this again unless you lose your login and password information.
      • We suggest logging out and then logging back in.  
        • Hint: This ensures a clean exit and restart after the registration process.

 

1.1.2. Priority Response Tickets - Help & "How To"
1.1.2.1. Priority Response Tickets - Add a New Ticket - How To

Question: How do I Add a Ticket using the Priority Response system?

Answer: 

To Add (open, create) a (new) Ticket using the Priority Response system please read the following information carefully.   

A. Introduction

B. The Procedure - Step by Step

Step 1: Access the Priority Response system

Step 2: Identify Yourself

Step 3: Add a Ticket

C. Troubleshooting

Please review all information from beginning to end before proceeding. Look over the Troubleshooting section  as well. This will point out pitfalls and questions that have arisen in the past to help you stay clear of common problems and/or resolve them quickly.

 

A. Introduction

Work with TIckets using the Prioirity Response system. Our Response Center receives IMMEDIATE notification whenever you Add a Ticket. Please do NOT NOT NOT use eMail to add a ticket, reply to, edit, respond to notifications about or otherwise work with Tickets.  The Priority Response system provides the "tools" to add and manage Tickets and ensures that your Ticket issue is resolved as quickly as possible.

  • These instructions assume that you have a basic knowledge of how to work with a computer equipped with a graphical user interface (GUI) such as Windows and that you are familiar with an internet browser such as Internet Explorer (IE). If you do not have these prerequisites you may wish to get someone to assist you.
    • In cases where we give hints to the operation of the computer, the operating system or the browser, these hints are based on the assumption that you are using Microsoft Internet Explorer (IE) as your browser on an Intel based PC running Windows XP. Windows 2000 and versions of Windows later than XP, generally are similar in operation but details may vary slightly from version to version.  
  • It may be helpful to have these instructions in a printed form. For novice users we strongly suggest printing these instructions. To print, look for the three icons in the top right of this article, they are near the Logout and Help buttons. If you cannot see these icons or buttons use your mouse to scroll the screen view further to the right. Mouse over the icons and you will see what they do. Click on the middle icon to print out this information. Then respond to the prompts and printing instructions provided by your computer.
  • Within this document
    • The ">" symbol means "click on".
    • Information tagged as Hints may be unnessary for experienced users.
  • These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

B: The Procedure - Step by Step

Please Do Step 1 ... then Step 2 ...  then Step 3.
  • Step 1:  Access the Priority Response system.
  • Step 2:  Identify Yourself
  • Step 3:  Add a Ticket using the Priority Response system.

 

Step 1:  Access the Priority Response System.

  • > www.richmondrc.com
    • Hint: > means "Click On"
    • Hint: Or type www.richmondrc.com into the address bar of your web browser and press the Enter key.
  • > Welcome
  • > Support Services
    • Hint: See the middle of the menu bar near the top.
  • > Priority Response - VERY FAST - We respond within 1 Business Day [New Window]
    • Hint: Look about 3-4 lines down from the top 
    • Recommendation > [New Window] to open in a New Window

Step 2: Identify Yourself

The next steps depend on if you HAVE or HAVE NOT registered previously to use our Priority Response system. Normally Step 2.2 is only done once... i.e. when first using the Priority Response system.

  • If you HAVE registered previously please follow the instructions in 2.1
  • If you HAVE NOT registered previously please follow the instructions in 2.2

2.1) If you HAVE registered previously to use our Priority Response system continue here:

  • Login for PRIORITY RESPONSE
    • Hint: Move your cursor to the blank Login box about 1-2 inches down near the left edge below the Login for PRIORITY RESPONSE title.
    • Hint: If you followed our recommendation your Login will be your email address that you supplied the first time when you registered to use the Priority Response system.  
    • Hint: Type your login. (usually all lower case)
    • Hint: If you do not have a login and password, follow the New User? First Time? Takes 1 Minute! Immediate Setup! link
  • Password
    • Hint: Move your cursor to the blank Password box
    • Hint: Look about an inch to the right.
    • Hint: Type your password
    • Hint: If you followed our recommendations, your password will be all lower case text followed by some numbers
  • > Go
    • Hint: You may get a prompt from Windows at this point asking you if want Windows to remember this password. > Yes or > No.
      • Hint: Choosing Yes will avoid having to re-enter the password in the future
  • > Priority Response (Tickets)
    • Hint: See the middle area of the menu bar near the top
  • See Section 3 below

2.2) If you HAVE NOT registered previously to use our Priority Response system please do this:

  • Consult the related document (see below) entitled "New User - Registration for Priority Response" and follow the instructions there.
  • After Registering if you have not logged out and logged back in we recommend that you do so.
  • Then Go back to Step 1 and then go to step 2.1 and Step 3.
    • Hint: This ensures a clean exit and restart after the registration process.

 

Step 3:  Add a Ticket. 

  • > Add a Ticket
    • Hint: look near left side of screen about 1-2 inches from the top
  • Provide a brief Summary of Feedback, Problem or Question
    • Hint: Move your cursor the blank box below the title Summary of Feedback, Problem or Question
    • Hint: Type the Summary information
    • Hint: i.e. Shipping Damage, How do I do such and such etc
    • Hint: If you put the product name (i.e. Apache) or part number (i.e. VMA-A140X) in your Summary or can describe the problem relative to common modelling terms (i.e. CG)  or components (i.e. covering), you may be able to get the answer you are looking for by then clicking on Search in Articles which will search our Knowledge Base for articles that may be able to help you.  
  • Select the Product from the product pop down menu
    • Hint: Click the down arrow and scroll the slider bar to see the products.
    • Hint: Choosing the product will help speed up processing of your Ticket. If your product is not shown, choose from one of the generic (i.e ...OTHER) or choose Not Selected.
  • Select the Category by scrolling the slider bar.
    • Hint: Choosing the category will help speed up processing of your Ticket. If no category is suitable for your purposes choose Not Selected.
    • Hint: i.e. PROBLEM - Shipment - - , Question after Purchase etc.
  • Provide a Description of your problem, issue or question.
    • Hint: Move your cursor to the blank box below the title Description
    • Hint: Type the Description.
    • Hint: Include information about where you made your purchase.
    • Hint: Include your customer number if known. It helps identify you
    • Hint: Include your invoice number if known. It helps identify your purchase.
    • Hint: i.e. My customer number (top center of my invoice) is #####. The invoice number (top right of my invoice) is #####. My whatchmacallit has arrived and I have inspected it and found that suchandsuch is broken.  I have read over all of the Read Me First documents that came with my invoice and the product manuals etc and would like to know what to do next
  • > Send
    • Hint: > Send & Attach if you can attach pictures of the problem or pictures that help illustrate your issue using your digital camera  
  • > Logout
    • Hint: The Logout button is located in the menu bar near the top of the Priority Response Window. Look for the menu bar below the Graphic labelled KNOWLEDGE BASE... the first entry (leftmost) in the menu bar is Articles, then Most Popular Articles... keep going towards the right looking for Logout.
    • Hint: You may need to scroll the screen view further to the right in order to see the Logout button in the Priority Response menu bar.

 

C: Troubleshooting

1. These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

2. Write down your login and password information exactly as you entered it and as you are entering it. Safeguard this carefully. The vast majority of inquiries we get are from people who have lost or forgotten their login and password.

We strongly recommend:

  • Use the KISS (Keep It Simple Stupid) method but something that is unique to you.
  • Use all lower case letters as in xxx not XXX. Do not mix case like AbCe. You will forget if you mix case.
  • For your login (sometimes referred to as username)... use your email address
  • For your password... use your formal first name followed immediately by a string of 4+ digits that mean something to you.
    • Some examples of passwords appear below:
      • david1963  as in david not dave and as in 1963 for year of birth
      • robert19581126 as in robert not bob and 19581126 as in YYYY (year) MM (month) DD (day) i.e. in this case 1958 Nov 26th.
      • rebecca94302 as in rebecca not becky and as in 94302 your zipcode
      • richard1969 as in richard not rick and as in 1969 the year man first landed on the moon

3. Reboot from COLD COLD COLD: Sometimes computers, web browsers and web browser "cookies" get muddled up. This is particularly the case with older computer systems having limited memory and/or older versions of operating systems such as Windows 98. You can spend a great deal of time mucking around trying to solve problems and never actually figure it out.

Before you drive yourself crazy, start tearing boards out of your computer or reloading software...

  • Save all your unsaved computer files.
  • Close your browser and all other software applications.
  • Shut all hardware down. Everything... computer, monitor, router, modem, power... the whole works.
  • Wait til the computer is making no noise at all and then:
    • Power up your modem and/or router
    • Power up network switch, hub etc
    • Power up your monitor
    • Power up your computer
  • Fire up your internet browser before doing anything else with your computer.
  • Try to access Priority Response.  

4. I Added a Ticket. The Response Center received my Ticket and asked me for some information. I sent the information back to them by email but never heard anything more. What's going on?

    • Well, you used email to manage a Ticket. It likely got mixed in with the several hundred general sales emails, spam, come-ons for get rich quick schemes, cheap drugs and other nefarious drivel. Our sales staff may or may not see it and forward it to our Response Center. It could take days or it may never happen at all.
    • If this happens to you, we suggest going back to the Ticket system and adding your information again within the Ticket system.
    • Please remember the following:
      • Work with TIckets using the Prioirity Response system. Our Response Center receives IMMEDIATE notification whenever you Add a Ticket. Please do NOT NOT NOT use eMail to add a ticket, reply to, edit, respond to notifications about or otherwise work with Tickets.  The Priority Response system provides the "tools" to add and manage Tickets and ensures that your Ticket issue is resolved as quickly as possible.
1.1.2.2. Priority Response Tickets - Work with an Existing Ticket - How To

Please do not reply to, add to, edit or otherwise work with Tickets by eMail or send an eMail in response to any eMail notification about a Ticket.

  • It may be helpful when working with Tickets to have these instructions in a printed form. To print, look for the three icons in the top right of this article, just below the Logout button. Mouse over the icons and you will see what they do. Click on the middle icon to print out this information.
  • See below for how to work with a Ticket.
  • Working within the Priority Response Ticket System helps to ensure that your issue continues to be expedited.
  • Within this document the ">" symbol means "click on".

To Edit, View or add a Note (such as a reply or information) or Attach a file such as a picture to a Ticket please:

  • Go To: www.richmondrc.com
  • > Enter the Site
  • > Support Services (see the middle of the menu bar near the top)
  • > Priority Response - VERY FAST
    • Hint: Look about 3-4 lines down from the top
    • Recommendation: > [New Window] to open in a New Window
  • Login for Priority Response (usually your email address)
  • Enter your password that you set up when you registered.
  • Click on Priority Response (Tickets) near the center of the top menu bar

You will then see a list of your Tickets. If not then look at (but don't click) the Add a Ticket button. Directly below it is a Status control. Use the down arrow and change Status to All. Then go all the way to the right and click on the button marked Apply. This will reveal all of your Tickets regardless of their Status.

 

The Ticket cue is stacked with the most recent Ticket at the top. Look near the left margin and you will find the column header labels “View”,  “Attach”, “Notes” and “#” and icons related to these labels. (Hint: The icons will confirm their actions if you mouse over them and pause briefly.)

 

Locate the Ticket # that you want to work with.  

To View the Ticket click the View Icon associated with this Ticket

 

To Attach a file (such as a picture) click the Attach Icon. Then browse to your file (one file at a time), click Upload. Repeat if you have another file to Attach.

 

To add a Note (such as an answer to a question we may have or to add additional info) click the Notes Icon. Type your Note, click Save. Repeat if another Note.

 

After you have Viewed, Attached file(s) and/or added Note(s), if you need to do more, simply repeat this process.

 

When you are finished for now, Logout via the Logout button at the right end of the top menu bar.

 

Please note that we receive immediate notification of any input you provide to a Ticket. This ensures that your issue continues to get Priority treatment.

Please do not reply to, add to, edit or otherwise work with Tickets by eMail or send an eMail in response to any eMail notification about a Ticket.  Working within the Ticket System helps to ensure that your issue continues to be expedited.  eMails end up in our general eMail cue mixed with reams of junk mail and spam.

1.1.3. Notification Service - Subscribe Now
For automated update notifications please register as a Priority Response member and subscribe to our Priority Response Notification Service. 
 
1.1.3.1. Priority Response Notification Service - Help & "How To"
The Priority Response Notification Service within our Knowledge Base provides registered Priority Response members with the option to automatically be informed about changes or additions to articles and/or sub-articles in our Knowledge Base.

When changes or additions are detected to subscribed articles, the Priority Response Notification Service checks an internal list of registered Priority Response members who have subscribed to these Articles and automatically sends an email to the subscribers who have indicated they wish to be notified. 

The Notification Service is an extremely powerful feature available to our registered Priority Response members.

Here are some typical examples of use:

  • You've just bought one of our products and want to watch for updates to the Read Me First documents to ensure you are always up to date.
  • A user of one of our products offers up a suggestion for making assembly easier or enhancing the performance. We create a sub-Article and append this sub-Article under the existing main Article for the product. All Priority Response members who have subscribed to the product Article and its sub-Articles will automatically be emailed a link to the new information.
  • Any Article and/or sub-Article can be subscribed to. If you want to keep up to date without having to periodically poke thru the information on your own, register for Priority Response now and you'll be ready to subscribe to the information of your choice!

 
1.1.3.1.1. Priority Response Notification Service - How To Subscribe

Question: How do I Subscribe to the Notification Service using the Priority Response system?

Answer: 

To subscribe to the our Priority Response Notification Service please read the following information carefully.   

A. Introduction

B. The Procedure - Step by Step

Step 1: Access the Priority Response Notification Service

Step 2: Identify Yourself

Step 3: Subscribe to an Article &/or sub-Article

C. Troubleshooting

Please review all information from beginning to end before proceeding. Look over the Troubleshooting section  as well. This will point out pitfalls and questions that have arisen in the past to help you stay clear of common problems and/or resolve them quickly.

 

A. Introduction
  • These instructions assume that you have a basic knowledge of how to work with a computer equipped with a graphical user interface (GUI) such as Windows and that you are familiar with an internet browser such as Internet Explorer (IE). If you do not have these prerequisites you may wish to get someone to assist you.
    • In cases where we give hints to the operation of the computer, the operating system or the browser, these hints are based on the assumption that you are using Microsoft Internet Explorer (IE) as your browser on an Intel based PC running Windows XP. Windows 2000 and versions of Windows later than XP, generally are similar in operation but details may vary slightly from version to version.  
  • It may be helpful to have these instructions in a printed form. For novice users we strongly suggest printing these instructions. To print, look for the three icons in the top right of this article, they are near the Logout and Help buttons. If you cannot see these icons or buttons use your mouse to scroll the screen view further to the right. Mouse over the icons and you will see what they do. Click on the middle icon to print out this information. Then respond to the prompts and printing instructions provided by your computer.
  • Within this document
    • The ">" symbol means "click on".
    • Information tagged as Hints may be unnessary for experienced users.
  • These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

B: The Procedure - Step by Step

Please Do Step 1 ... then Step 2 ...  then Step 3.
  • Step 1:  Access the Priority Response Notificaition Service.
  • Step 2:  Identify Yourself
  • Step 3:  Subscribe to an Article &/or sub-Article.

 

Step 1:  Access the Priority Response Notification Service.

  • > www.richmondrc.com
    • Hint: > means "Click On"
    • Hint: Or type www.richmondrc.com into the address bar of your web browser and press the Enter key.
  • > Welcome
  • > Support Services
    • Hint: See the middle of the menu bar near the top.
  • > Your Choice of Support Services that Work for You [New Window]
    • Hint: Look about 3-4 lines down from the top 
    • Recommendation > [New Window] to open in a New Window

Step 2: Identify Yourself

The next steps depend on if you HAVE or HAVE NOT registered previously to use our Priority Response system. Normally Step 2.2 is only done once... i.e. when first using the Priority Response system.

  • If you HAVE registered previously please follow the instructions in 2.1
  • If you HAVE NOT registered previously please follow the instructions in 2.2

2.1) If you HAVE registered previously to use our Priority Response system continue here:

  • Login for PRIORITY RESPONSE
    • Hint: Move your cursor to the blank Login box about 1-2 inches down near the left edge below the Login for PRIORITY RESPONSE title.
    • Hint: If you followed our recommendation your Login will be your email address that you supplied the first time when you registered to use the Priority Response system.  
    • Hint: Type your login. (usually all lower case)
    • Hint: If you do not have a login and password, follow the New User? First Time? Takes 1 Minute! Immediate Setup! link
  • Password
    • Hint: Move your cursor to the blank Password box
    • Hint: Look about an inch to the right.
    • Hint: Type your password
    • Hint: If you followed our recommendations, your password will be all lower case text followed by some numbers
  • > Go
    • Hint: You may get a prompt from Windows at this point asking you if want Windows to remember this password. > Yes or > No.
      • Hint: Choosing Yes will avoid having to re-enter the password in the future

2.2) If you HAVE NOT registered previously to use our Priority Response system please do this:

  • Consult the related document (see below) entitled "New User - Registration for Priority Response" and follow the instructions there.
  • After Registering if you have not logged out and logged back in we recommend that you do so.
  • Then Go back to Step 1 and then go to step 2.1 and Step 3.
    • Hint: This ensures a clean exit and restart after the registration process.

 

Step 3:  Subscribe to an Article &/or sub-Article.  

  • > Articles
    • Hint: look near the top left corner of the page. Look under the K in Knowledge Base. 
  • Browse the Table of Contents (TOC): Find the article or sub-article that you are interested in subscribing to.
    • Hint: The left margin TOC is a great navigation tool 
    • Hint: Most users will be interested in the Technical Info articles &/or sub articles.
  • Drill down into the TOC to find articles &/or sub-articles that interest you. 
    • When you have found the article and/or sub-articles that you want to subscribe to:
      • Look near the top right of the Knowledge Base window just below the "Logout" and "Logged as:" text.
      • You will see a small envelope with a red tick mark. This is the Subscribe icon.
        • Roll over it and it will echo back "Subscribe"
    • > the Subscribe Icon (small envelope with red tick mark)
      • If you want the article you are currently in plus all sub-articles "below" that article, put a check mark in the box to the left of Article/SubArticle in the pop-up window.
      • If you want the article you are currently in but not its sub-articles, then leave the Article/SubArticle box unchecked.
    • Leave the Category check box unchecked. 
    • To select the Notification Type click the down arrow and scroll the slider bar to see the various notification types.
      • Choose from: (we recommend Daily email notification)
        • Instant email notification.
          • The Priority Response system will email you shortly after any changes or additions to articles/sub-articles you have subscribed to. This can become a bit of a nuisance when we are making a lot of edits over an extended period of time during a day. This is likely not the best choice overall for most users. If we are doing a lot of edits to an article or adding a lot of sub-articles and make 15 discrete edits to the article or additions of sub-articles over a period of a few hours in a day, you will get 15 separate notifications during the day.
        • Daily email notification.
          • The Priority Response system will email the results of all changes or additions to articles/sub-articles you have subscribed to at one time once per day. This is likely the best choice. If we are doing a lot of edits to an article and make 15 discrete edits to the article over a period of a few hours in a day, you will get only the final version, not every single edit along the way. Same thing for additions, you will get them all in one notification.
        • Weekly email notification.
          • Works like Daily email notification in that the Priority Response system rounds up all changes to articles/sub-articles that you have subscribed to and then sends the final version only. May result in you waiting up to 7 days for changes made.
        • > Submit
        • > Close 

 

C: Troubleshooting

1. These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

2. Write down your login and password information exactly as you entered it and as you are entering it. Safeguard this carefully. The vast majority of inquiries we get are from people who have lost or forgotten their login and password.

We strongly recommend:

  • Use the KISS (Keep It Simple Stupid) method but something that is unique to you.
  • Use all lower case letters as in xxx not XXX. Do not mix case like AbCe. You will forget if you mix case.
  • For your login (sometimes referred to as username)... use your email address
  • For your password... use your formal first name followed immediately by a string of 4+ digits that mean something to you.
    • Some examples of passwords appear below:
      • david1963  as in david not dave and as in 1963 for year of birth
      • robert19581126 as in robert not bob and 19581126 as in YYYY (year) MM (month) DD (day) i.e. in this case 1958 Nov 26th.
      • rebecca94302 as in rebecca not becky and as in 94302 your zipcode
      • richard1969 as in richard not rick and as in 1969 the year man first landed on the moon

3. Reboot from COLD COLD COLD: Sometimes computers, web browsers and web browser "cookies" get muddled up. This is particularly the case with older computer systems having limited memory and/or older versions of operating systems such as Windows 98. You can spend a great deal of time mucking around trying to solve problems and never actually figure it out.

Before you drive yourself crazy, start tearing boards out of your computer or reloading software...

  • Save all your unsaved computer files.
  • Close your browser and all other software applications.
  • Shut all hardware down. Everything... computer, monitor, router, modem, power... the whole works.
  • Wait til the computer is making no noise at all and then:
    • Power up your modem and/or router
    • Power up network switch, hub etc
    • Power up your monitor
    • Power up your computer
  • Fire up your internet browser before doing anything else with your computer.
  • Try to access Priority Response.  
4. Question. I subscribed to an article but have never received an email notification of changes or additions to the article. What's going on?

Answer:
  • Well, if could be that no changes or additions to the article have taken place since you subscribed. You might want to print out the article and then check again in a few days to see if any changes have occured. If you find that the article has changed but you were not informed by email see below.
  • Assuming that changes have indeed occurred, if you were not notified by email it is possible that your email address was entered incorrectly when you registered. Make sure the email that you registered with is in fact a working email. Send yourself an email from another system and confirm that the email arrives at the destination address OK.
  • You might also want to carry out our Test Procedure. Consult the related document (see below) entitled "Notification Service - Test Procedure" and follow the instructions there.

 

 
1.1.3.1.2. Priority Response Notification Service - How it Works - Some Examples
Question: How does the Notification Service inform me about changes or additions to articles that I have subscribed to?
 
Answer: Here are some typical scenarios.
  • Example 1: Assuming that there is an Article "1" and two sub-Articles "1a" and "1b"
    • i.e. Article 1
      • sub-Article 1a
      • sub-Article 1b
    • Subscribers to Article 1 who did NOT check the Article/subArticle box during the selection process will receive email notifications of changes to Article 1 only
    • Subscribers to Article 1 who checked the Article/subArticle box during the selection process will receive email notifications of changes to 1 and/or 1a and/or 1b and/or if a new sub-Article 1c is added.
    • Subscribers to a particular sub-Article (i.e. 1b) only will receive email notifications of changes to that particular sub-Article (i.e. 1b) only.
    • Subscribers who have elected Instant Notification will be emailed immediately after the administrator of the Article or sub-Article acts to Save & Close after making changes or additions.
    • Subscribers who have elected Daily or Weekly Notification will be emailed at the time of the daily or weekly notification run.
  • Notes:
      • Changes to the metadata associated with an article such as its short Title or long Title are considered changes and result in Notifications. 
      • Registered users can subscribe to any number of Articles or sub-Articles and elect Instant Notification on some while electing Daily Notification on others.  
1.1.3.1.3. Priority Response Notification Service - Test Procedure
Question: Is there a procedure for testing the Notification Service once I have subscribed to an Article or sub-Article?
 
Answer: Yes. Here is a test procedure that should do the trick. Please see below:
  • See How to Subscribe and action accordingly.
  • Subscribe to this Article
    • Choose Instant Notification or
    • Choose Daily Notification
      • We do not recommend Weekly Notification for testing the system.
  • Email this article to sales@richmondrc.com
      • Hint: Roll over the small icons at the top right, they will echo back their purpose. Click on the email icon.
    • Leave the Subject defaulted to: Test Procedure
    • Uncheck the Include Article Content box.
    • Enter into the body of the message something like:
      • I want to test the Notification Service. Please amend this article as soon as possible.
    • > Send
  • When we receive the email message we will make a small edit to this message by adding "YYYYMMDD_HHMM Test Requested" to the bottom of the message. We will then Save & Send it.
    • YYYYMMDD is the current Year, Month, Day and HHMM is the current Hour and Minute
  • This will trigger the Notification Service to send an email to all subscribers who have subscribed to this article notifiying them of the change and providing a link back to this article.
  • If your subscription is working properly, you will receive the email as soon as we Save & Send the change if you have selected Instant Notification or later the following evening if you have elected Daily Notification.
  • You may wish to then unsubscribe from this Article so that you won't receive any further notifications to this test procedure document.
  • Once you've proven out the system with this test and know that your email is working OK, go ahead and subscribe to other "real" Articles or sub-Articles that you are interested in.
 
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1.1.3.1.4. Priority Response Notification Service - How To un-Subscribe

Question: How do I un-Subscribe from the Notification Service using the Priority Response system?

Answer: 

To un-Subscribe from the Notification Service using the Priority Response system please read the following information carefully.   

A. Introduction

B. The Procedure - Step by Step

Step 1: Access the Priority Response system

Step 2: Identify Yourself

Step 3: un-Subscribe from an Article &/or sub-Article

C. Troubleshooting

Please review all information from beginning to end before proceeding. Look over the Troubleshooting section  as well. This will point out pitfalls and questions that have arisen in the past to help you stay clear of common problems and/or resolve them quickly.

 

A. Introduction
  • These instructions assume that you have a basic knowledge of how to work with a computer equipped with a graphical user interface (GUI) such as Windows and that you are familiar with an internet browser such as Internet Explorer (IE). If you do not have these prerequisites you may wish to get someone to assist you.
    • In cases where we give hints to the operation of the computer, the operating system or the browser, these hints are based on the assumption that you are using Microsoft Internet Explorer (IE) as your browser on an Intel based PC running Windows XP. Windows 2000 and versions of Windows later than XP, generally are similar in operation but details may vary slightly from version to version.  
  • It may be helpful to have these instructions in a printed form. For novice users we strongly suggest printing these instructions. To print, look for the three icons in the top right of this article, they are near the Logout and Help buttons. If you cannot see these icons or buttons use your mouse to scroll the screen view further to the right. Mouse over the icons and you will see what they do. Click on the middle icon to print out this information. Then respond to the prompts and printing instructions provided by your computer.
  • Within this document
    • The ">" symbol means "click on".
    • Information tagged as Hints may be unnessary for experienced users.
  • These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

B: The Procedure - Step by Step

Please Do Step 1 ... then Step 2 ...  then Step 3.
  • Step 1:  Access the Priority Response system.
  • Step 2:  Identify Yourself
  • Step 3:  un-Subscribe to an Article &/or sub-Article.

 

Step 1:  Access the Priority Response System.

  • > www.richmondrc.com
    • Hint: > means "Click On"
    • Hint: Or type www.richmondrc.com into the address bar of your web browser and press the Enter key.
  • > Welcome
  • > Support Services
    • Hint: See the middle of the menu bar near the top.
  • > Priority Response - VERY FAST - We respond within 1 Business Day [New Window]
    • Hint: Look about 3-4 lines down from the top 
    • Recommendation > [New Window] to open in a New Window

Step 2: Identify Yourself

  • Login for PRIORITY RESPONSE
    • Hint: Move your cursor to the blank Login box about 1-2 inches down near the left edge below the Login for PRIORITY RESPONSE title.
    • Hint: If you followed our recommendation your Login will be your email address that you supplied the first time when you registered to use the Priority Response system.  
    • Hint: Type your login. (usually all lower case)
    • Hint: If you do not have a login and password, follow the New User? First Time? Takes 1 Minute! Immediate Setup! link
  • Password
    • Hint: Move your cursor to the blank Password box
    • Hint: Look about an inch to the right.
    • Hint: Type your password
    • Hint: If you followed our recommendations, your password will be all lower case text followed by some numbers
  • > Go
    • Hint: You may get a prompt from Windows at this point asking you if want Windows to remember this password. > Yes or > No.
      • Hint: Choosing Yes will avoid having to re-enter the password in the future
  • > Priority Response (Tickets)
    • Hint: See the middle area of the menu bar near the top
  • See Section 3 below

 

Step 3:  un-Subscribe from an Article &/or sub-Article.  

  • > Articles
    • Hint: look near the top left side of screen about 1-2 inches from the top
  • Browse the Table of Contents (TOC): Find the article or sub-article that you are interested in un-subscribing from.
    • Hint: The left margin TOC is a great navigation tool 
    • Hint: Sort of obvious but remember you can only un-subscribe from articles that you subscribed to earlier.
  • Drill down into the TOC to find articles &/or sub-articles that you want to un-subscribe from. 
    • When you have found the article and/or sub-articles that you want to un-subscribe from:
      • Look near the top right of the Knowledge Base window just below the "Logout" and "Logged as:" text.
      • You will see a small envelope with a red tick mark.
        • Roll over it and it will echo back "Subscribe"
    • > the Subscribe Icon
      • If you want to just un-subscribe from the current article leave the Article/SubArticle box unchecked.
      • If you want to un-subscribe from the current article and any sub-articles below it, check the Article/SubArticle box.
    • Leave the Category check box unchecked. 
    • Select the Notification Type by clicking the down arrow and scroll the slider bar to see the various notification types.
      • Choose Unsubscribe
    • > Submit
    • > Close 

 

C: Troubleshooting

1. These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

2. Write down your login and password information exactly as you entered it and as you are entering it. Safeguard this carefully. The vast majority of inquiries we get are from people who have lost or forgotten their login and password.

We strongly recommend:

  • Use the KISS (Keep It Simple Stupid) method but something that is unique to you.
  • Use all lower case letters as in xxx not XXX. Do not mix case like AbCe. You will forget if you mix case.
  • For your login (sometimes referred to as username)... use your email address
  • For your password... use your formal first name followed immediately by a string of 4+ digits that mean something to you.
    • Some examples of passwords appear below:
      • david1963  as in david not dave and as in 1963 for year of birth
      • robert19581126 as in robert not bob and 19581126 as in YYYY (year) MM (month) DD (day) i.e. in this case 1958 Nov 26th.
      • rebecca94302 as in rebecca not becky and as in 94302 your zipcode
      • richard1969 as in richard not rick and as in 1969 the year man first landed on the moon

3. Reboot from COLD COLD COLD: Sometimes computers, web browsers and web browser "cookies" get muddled up. This is particularly the case with older computer systems having limited memory and/or older versions of operating systems such as Windows 98. You can spend a great deal of time mucking around trying to solve problems and never actually figure it out.

Before you drive yourself crazy, start tearing boards out of your computer or reloading software...

  • Save all your unsaved computer files.
  • Close your browser and all other software applications.
  • Shut all hardware down. Everything... computer, monitor, router, modem, power... the whole works.
  • Wait til the computer is making no noise at all and then:
    • Power up your modem and/or router
    • Power up network switch, hub etc
    • Power up your monitor
    • Power up your computer
  • Fire up your internet browser before doing anything else with your computer.
  • Try to access Priority Response.  
4. Question. I un-subscribed from an article but I am still getting notifications about changes to sub-articles associated with teh article that I have un-subscribed from. I want to un-subscribe from these sub-articles as well. What should I do?

Answer:
  • Well, you have probably overlooked checking the Article/SubArticle box when you un-Subscribed from the Article. So the system will have un-subscribed you from the Article but left you subscribed to the sub-Articles. To fix this, carefully repeat Step 3 above.