American Academy of Ophthalmology Web Site: www.aao.org
Original URL:

Troubleshooting
 

System Requirements
Registration & Login
Site Slowness
About Cookies
Online Store
Contacts

System Requirements/Recommendations

Q: What are the minimum system requirements?

A: For the proper functioning of the AAO Web applications, there are several requirements and recommendations:

1. High-Speed Internet:
The educational content on the Web site features streaming video and audio. High-speed or DSL Internet connections are recommended for this content. If you are on a home network, ensure that your router has the latest firmware version available.

2. Web Browsers/versions:

  • Internet Explorer (7.0 or higher)
  • Firefox (3.0 or higher)

3. Cookies must be enabled.

4. Pop-up blockers should be disabled.

5. Adobe Flash player 9.0 or higher (free). Download the latest version.

6. To view PDF documents, you must install Adobe's Acrobat Reader (free). Download the latest version.

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Registration & Login

Q: I can't log in. What is wrong?

A: There are several possible reasons why you can't log in:

1. You must meet the System Requirements to use the log in functionality.

2. Ensure that you are entering your correct combination of username and password. Some areas of the site are accessible only to AAO members. If you are a member and are being denied access to these areas, contact member services to verify your membership.

3. If login is happening slowly or you log in and either the page is blank or you get an error, perform the following steps:

  • First, try a quick single-page cache clear by holding down the CTRL (Apple) key and clicking refresh.

If the problem persists:

  • Log out (if logged in).
  • Clear your cache (temporary Internet files) and cookies (check your browser's documentation if you need assistance with clearing your cache and cookies).
  • Close your browser.
  • Log back into www.aao.org.

4. Pop-up blockers can interfere with the log in process. If you have a pop-up blocking program enabled, disable it before you log in to the Web site, and enable it after you leave, or set your pop-up blocker to allow pop-ups from aao.org.

Q: I am experiencing slowness on the site. What is wrong?

A: The AAO Web sites are served using state-of-the-art hardware and software. Usually, slowness is caused by a user's Web browser and hardware configuration (see System Requirements). Below are some additional actions to enhance speed. If you are still having an issue, contact us.

  • First try a quick single-page cache clear by holding down the CTRL (Apple) key and clicking refresh.

If the problem persists:

  • Log out (if logged in).
  • Clear your cache (temporary Internet files) and cookies (check your browser's documentation if you need assistance with clearing your cache and cookies).
  • Close your browser.
  • Log back into www.aao.org.
  • If using a home network, ensure your router has the latest firmware version installed.

Q: Why do I need to accept cookies and what are they?

A: Cookies are small data files sent to your computer and stored on your hard drive when you view or browse around a Web site. Cookies remember where you have visited within a site and play a role in making sure you get the items you want when you shop in an online store.

In order to access the Academy's site, you must be able to accept cookies. Recommended browsers are set up to accept cookies by default. Check your browser's documentation if you need assistance with enabling cookies.

For registration and login instructions, visit the Registration & Login section.

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Q: I am a new user. How do I log in?

A: In order to log into the Web site, you must have received a member login or a Web login after creating a Web account. The differences between the two logins and and how to receive them are explained in detail in the Registration and Login page.   

Q: I have forgotten my user name and ID number or password. What should I do?

A: Send yourself your login, or contact Member Services at member_services@aao.org or by phone at 415.561.8581, or 866.561.8558 (U.S. toll-free). Our automated system to recover login information will only send account information to the email address already on file in an account. If you do not have an email address on file, or if you have changed email addresses and not updated your account, you will nto be able to use our automated system.

Q: Can I change my User Name and ID?

A: Your ID number is your primary means of identification with the Academy. However, you can change your online password and to make web log in easier. Learn more about changing your password.

In some cases, you may be able to change your User Name by contacting Member Services at member_services@aao.org or by phone at 415.561.8581, or 866.561.8558 (U.S. toll-free).

Q: I registered, but I still can't access certain parts of your Web site. Why?

A: There are four different levels of access to articles and information on the Academy's site:

  • Registered users are those who have created an account and have received a web login have access to most, but not all of the site.
  • AAOE (American Academy of Ophthalmic Executives) who have special access privileges.
  • Members of the Academy have full access to the site and its services.
  • Guests are able to browse some of the site without logging in but are restricted from areas that have a member login.

Q: Can I become an Academy member online?

A: No. In order to become a member of the Academy, you must fill out and send in an application. For more information on becoming a member, visit the Membership information page.

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Online Store

Q: I want to use my company credit card to purchase goods on your site, but my billing address is not the same as my address on file with the Academy. What should I do?

A: Contact Member Services to change your billing information. Member Services is available by phone at 415.564.8581 or 866.561.8558 (U.S. toll-free), or by email. When making a purchase through the Academy site, the billing address for the credit card must match the billing address in the Academy's system.

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Contacts

To report access or site problems, visit the Help Center for details of the process and information to include in your message. To contact a specific department within the Academy, visit the Contacts section for additional information.

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