FAQ's and Support

You can download a list of all the additions and fixes to Webroster.net by clicking here.

1. I have lost or forgotten my password; can you tell me what it is?
   Short answer – “sorry”, we don’t have any of the passwords used by any of the users. If there is someone else in their company who can log onto their database, and has admin access, they can change the password for that user. It might also be the case that the user account is disabled, and this can also be reset by the admin user. If you find that there is no one in the office that can do this, then you need to send us a fax on company headed paper with the following information:

   
   

   1. the username they use

   2. the member id of the database they are trying to access

   3. their position within the company

   4. Once we receive this fax, we will change your password, then call the customer (or email them if not there).
      
      

2. I cannot make any bookings past such and such a date on the roster, and the calendar is all greyed out after that date.
   This usually means that the system end date has expired after that date. If it is the case that the date is due to expire soon, please contact support, you need to send us a fax on company headed paper with the following information:
   

   1. the username they use

   2. the member id of the database they are trying to access

   3. their position within the company

   4. Once we receive this fax, we will extend the date
      
      

3. The prices are in dollars
   This means that the Language settings in Internet Explorer are set for English (United States) instead of English (United Kingdom). This can be changed back by click on Tools – Internet Options on the Internet explorer window, and then clicking on the Languages button. Add English (United Kingdom) first, and then remove English (United States).
   
   

4. Why do I get strange error messages when logged in and try to use the system?
   Because Webroster.net requires the use of Internet Explorer Version 6.0 or above - if you are using any version lower you will get errors.
   
   

5. Why don't all the icons at the top of the window appear?
   Because the minimum screen resolution for Webroster is 1024 x 768. If your screen resolution is set for anything lower not all the icons will appear.

   
   
   

6. When I try and click on the Generate Report button, or on the Edit or New button on the client or staff roster, nothing appears, or a message appears to say the pop up has been blocked.
   If a pop up blocker is enabled you will need to disable it. Windows XP has it's own pop up blocker enabled. This can be disabled by clicking on the word Tools near the top of the Internet Explorer window and highlighting Pop-Up Blocker, the option to Turn off Pop-Up blocker should be selected. Please also note that toolbars such as the Yahoo Toolbar, Google Toolbar, MSN Toolbar  also have their own pop up blockers. The easiest way to disable these is to right click on the grey part near the top of the Internet Explorer window. That will bring up a list that starts with 'Standard Buttons' - ensure that anything other than Standard Buttons, Address Bar, Links and Lock the Toolbars is unticked. The toolbars can all by configured to allow pop up windows on individual sites if required - please check the instructions with whichever toolbar you wish to use on how to do this. If you are using Norton Internet Security this also has it's own pop up blocker which needs to be set to allow access to the Webroster site. Once that has been done, the internet cache needs to be cleared before it will work. To do this you need to click on Tools (at the top of the internet explorer window), then Internet Options. Once the Internet Options window has appeared, click on the Delete Files button and confirm that you do want to delete the temporary internet files by clicking on the OK button.  Software products such as Ad Aware also have their own pop up blockers which might be called 'ad' blockers - again consult the instructions with the product on how to allow access for 'ads' on individual sites such as Webroster.
   
   

7. When I try and edit bookings and/or requirements on the roster for 'This week onwards' it only seems to edit it for the current week, why?
   Changes made to the booking/requirement in future weeks such as changing the time, adding a break will split that booking/requirement. To check how long a booking/requirement goes on for, click on the Edit button for the booking /requirement and look at the Booking/Requirement First Date and Last Date - that will show you how long that requirement/booking is in the database.
   
   

8. When I am on the client roster and I want to book a certain member of staff whom I know has the availability, they do not appear on the list, why?
   When the Find Staff window appears it has some 'Filter By' options - if the staff member is on a break in the future and you try and book them against the client for that week onwards they will not appear on the list unless you have the 'Any Breaks excluded' box unticked. A good indication of whether a staff member is on a break or has no availability for that requirement in the future is to search for staff for 'This Week Only' - if they appear on the list there but not when searching for 'This Week Onwards' that is a strong indication that at some point in the future they are unavailable to cover that requirement.
   
   

9. When I try and make a new booking or print a report I get a window showing the log in screen again, why?
   There is more than one instance of Internet Explorer 6 running. If you are logged into other websites you will need to close these windows down. Applications such as MSN Messenger and Outlook Express also use some components from Internet Explorer so may also need to be closed. If you have no further Internet Explorer windows open (or other applications which may use Internet Explorer) but still get the login window you will need to bring up Windows Task Manager. Once that is open click on the 'Processes' tab and look for any instances of the image name 'Iexplore.exe'. If you find more than one instance of 'Iexplore.exe' log out of Webroster, close the Internet Explorer window and then end any further listings for Iexplore.exe in Task Manager. Once they have all gone go back into Webroster. Please note that if you use Internet Explorer 7 if you use the tabbed browsing in the same Internet Explorer window this will resolve the problem.
   
   

10. Can I have a copy of my database?
    One of Webroster's primary goals is to continually strive to improve data security of its systems and customer data held on Webroster system. With this in mind we will be not accepting any forms of database from customers via - email, post or courier etc from the end of January 2009.

    All customer databases can only be accepted via the SFTP protocol using standard SSH encrypted connections. SFTP (secure ftp) and SCP (secure copy) will both be supported.

    Below is a short list of software that is know to work with the SFTP or SCP protocols for both Windows and Linux systems. Any Unix type system (Linux, BSD, Solaris etc.) can use the normal sftp and scp programs that come as standard with virtually all of these systems. Windows will need a third party application, many of which are free.

    Windows: FileZilla http://filezilla-project.org WinSCP http://winscp.net 

    Linux: konqueror kasablanca kbear kftpgrabber