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Member Handbooks FAQ

If you have questions regarding information in your member handbook please contact customer service.

All Member FAQs

Why do I get a blank screen after selecting my book?

The problem is most likely a version incompatibility between your Acrobat Reader (the software which reads PDF files) and your web browser. This incompatibility causes some PDF files to result in a blank screen even though the software is installed correctly and you can normally view PDF files.

The following combinations typically work well for viewing secure PDFs:

For information on upgrading your browser, visit our Browser & Encryption FAQ. You may download the latest version of the free Acrobat Reader at the Adobe site. If you are trying to access your Member Handbook at work, your technical support department may be able to help you.

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Why can't I see my Member Handbook?

There are several common reasons for a handbook to not show up:

  1. Your current book may not be available if your group is new or recently renewed. Our handbooks go through an extensive review process, which can take up to 30 days. (If this is the problem, you will receive an error message saying, "You have no member handbooks currently available.")
  2. Your eligibility may not be in our system. Only active members can view Member Handbooks and new enrollments can take 1-2 weeks to be loaded. (If this is the problem, you will receive an error message saying, "No match was found.")
  3. You may not have Acrobat Reader or your browser may have compatibility issues with Acrobat Reader. See:

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Why do I get a message at the bottom of my screen saying an error has occurred trying to use this document?

The problem is most likely a version incompatibility between your Acrobat Reader (the software which reads PDF files) and your web browser. This incompatibility causes some PDF files to result in a blank screen even though the software is installed correctly and you can normally view PDF files.

The following combinations typically work well for viewing secure PDFs:

For information on upgrading your browser, visit our Browser & Encryption FAQ. You may download the latest version of the free Acrobat Reader at the Adobe site. If you are trying to access your Member Handbook at work, your technical support department may be able to help you.

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Why do I keep getting a message that says I need JavaScript?

JavaScript is necessary to read the handbooks. You either need to turn JavaScript on through your browser or update your current browser.

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How do I get Acrobat Reader?

You can download Acrobat Reader from Adobe's website. If you need help with Adobe Acrobat reader, refer to the Help menu in the program or visit Adobe's Customer Support site. You can also visit our PDF Help page.

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What security do you use?

ODS uses standard security measures including secure socket layers, encryption and a firewall to protect your information.

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Why is the Book Effective Date different than my coverage dates?

A book's effective date reflects when the book is effective for your entire group. So your own coverage may have started before or after the start effective date.

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How long will it take to download my book?

Depending upon your modem or connection, files may take up to 3 minutes to fully download after selection.

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How do I get a printed copy of the handbook?

You can print a copy of your handbook by clicking the print button in Acrobat after viewing it online. You can also get a printed copy of your handbook by asking your group administrator. If your group administrator does not have a supply, inform them they can order some through marketing or their group accountant. If you've purchased an individual plan, please contact customer service.

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Can I print out sections of the handbook?

Yes, you can print out a selection of pages, the current page, or the entire handbook. These options are located in the Print window.

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Why don't the page numbers on the book and the page numbers that Adobe identifies match up?

The page numbers on the book are the same pages that you would find if you were looking at a printed copy of the handbook. The information doesn't always start on the first page. Adobe identifies the page numbers beginning with the first page. For more help with Acrobat Reader, visit our PDF Help page.

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I am a dependent on my spouse's plan and am not able to view my book. Why is that?

You must use your spouse's identification number and name to view the handbook. If you are still unable to view your book see:

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What if I need to see an old member handbook?

Please contact your group administrator for non-current member handbooks. If you've purchased an individual plan, please contact customer service.

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I used to be able to see my book, but now I can't, why is that?

We automatically remove books at the end of the enrollment year. This prevents you from viewing an old book and getting incorrect information. As soon as your new book is reviewed and published, we will make it available online. Normally, this process is completed within 30 days of the renewal.

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Why can't I access member handbooks with Internet Explorer?

Internet Explorer has security settings that may need to be updated. The common error message you may see is "The page cannot be displayed. Cannot find server or DNS Error. " Please visit Microsoft's support page for more information.

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Why do I sometimes get "page can not be displayed" error?

There can be many reasons you get this error message, but the most likely cause is low system resources. You may want to close some programs or windows and try reloading the page. If this doesn't work you can visit Microsoft's support pages to read about other possible solutions.

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