Welcome to Live Chat. Please take a look at some answers to some very common questions. If you do not find your answer, please scroll down to initiate chat. ONLINE SUPPORT MANUAL Frequent Questions Domain Names take 24 hours to active after they are attched to your account Premium Services normally take 30 minutes to activate. Problems with buttons or editor? Users which initialize chat for non-support issues will be disconnected. Buttons Don't Work Images Required items indicated with *. FreeWebs Username Please specify your question in two sentences or less: * What is going on with my account and site. Why is it that so many problems now exist Ready to Chat * Yes Please wait while a support representative reviews your question and account. All support representatives are currently assisting others. Thanks for your patience. We will be with you shortly. You are now chatting with 'Elizabeth' Welcome to FreeWebs Live Support. During this session, please keep your questions short to allow faster response, and a better understanding of your issue. Elizabeth: Good morning. May I access your site to review your problem? you: why doo you need access to my site to review my problem Elizabeth: Because, I will not be able to see what you are talking about. It helps me troubleshoot your issue better. you: why since yesterday it is noow necessary to have access to my account to know what's going on Elizabeth: It is always necessary to have access to your account to see the problem Elizabeth: I have noticed from the previous chat with Anastacia that you were not happy about the fact that we accessed your account, so I wanted to ask permission before doing so. you: well I spoke to Live Help before, and they did not need acess to my account in order to help Elizabeth: Yes, you spoke with Anastacia yesterday, and I see you were not happy about the fact that she needed to access your account. you: I was chatting to her, and after asking about my fonts that ... Elizabeth: She was already in your account when she was looking at the fonts you: was fine and then now a problem while still showing in the editor as all Times Numeral... Elizabeth: It is impossible for us to assist you with your Specific Problem without looking at your account Elizabeth: if this was something we could reproduce on another account, we would not need access to your site you: she told me that one is a 3, a5 blah blah balh Elizabeth: yes, she was going to fix the problem for you, but you asked her to get out of your account Elizabeth: therefor she respected your wishes as a valued customer, and removed herself from your account you: Then she wanted access to my account to fix it. Why does it need fixing, and in order to do so, to access my account Elizabeth: because it is only happening on your account you: When before it was fine, And then her telling me the amount of time it's gonna take... you: Well it was not happening before you: Now my voice uploads are all a link to download somethng Elizabeth: Yes, I understand that, and I would like to fix the problem. However, because you have asked us not to access your account, I cannot assit you you: And why is it that they are now links Elizabeth: please, let us address only a single issue at a time Elizabeth: I don't know because you will not permit me to look into your account you: Somebody had to have access my account for all of this to now be happening Elizabeth: I'm afraid not you: And did so ILLEGALLY you: Listen here, do you think I'm a fool? Elizabeth: If the account is on our servers, our ability to access it is not an illegal action Elizabeth: Please do not get upset you: When the voice uploads were put up the first time, they were accessible to play where people could listen to them you: Now they arelinks for people to download you: As I recall I email you about them been distorted before Elizabeth: I'm afraid I cannot assist you with that, since you have SPECIFICALLY stated that we are not allowed to access your account Elizabeth: As you specifically stated yesterday, you do not want us to access your account Elizabeth: therefor I cannot troubleshoot your issue until you tell me otherwise you: So WHY THE H**L ARE THEY NO A PROBLEM WHERE THEY CANNOT BE HEARD, BUT HAVE TO BE DOWNLOAD you: AND I AM UPSET Elizabeth: I can see that you: WHY DO YOU KEEP MESSING IN MY ACCOUNT Elizabeth: you are offering me no possible way to assist you Elizabeth: we are not "messing in your account" you: WHY DO PROBLEM NOW EXIST WHERE YOU HAVE TO ACCESS MY ACCOUNT IN ORDER TO FIX THE PROBLEM THAT DID NOT EXIST BEFORE you: YOU ARE MESSSSSING IN MY ACCOUNT Elizabeth: If you do not want my assistance, I do not know what else I can do for you you: .SOMETHING CANNOT BE FINE AND THEN HAS A PROBLEM WITHOUT SOMEONE MESSING WITH IT you: I WOULD LIKE TO KNOW WHAT IS GOING ON Elizabeth: I'm afraid I cannot assist you without access to your account Elizabeth: and since you have told me I cannot access your account Elizabeth: then I cannot assist you Elizabeth: I am only doing what you have asked me to do Elizabeth: but I cannot find the LOGICAL solution to your problem without YOUR ASSISTANCE you: THEN ACCESS THE ACCOUNT AND TELL ME WHAT IS NOW WRONG WITH MY VOICE UPLOADS you: AND ONLY ACCESS TO THAT I MIGHT ADD Elizabeth: So I have your permission now to access your account and find the problem with ONLY your voice uploads. Correct? you: YES Elizabeth: thank you Elizabeth: can you please tell me what page your voice uploads is on? you: IT ISA IN THE VOICE FOLDER. SINCE THEY ARE ALL LINKS, I DELETE THEM AND AM UPLOADING AGAIN... you: SO SEVERAL OF THEM IS THERE Elizabeth: I see. Have you placed them on any of your pages? you: YES THEY ARE ON MY PAGE, BUT I DID NOT CHECK THEM. i AM IN THE FOLDER UPLOADING SOME MORE, AND CLICK ONE OF THEM AND GOT A LINK, AND THEN THE OTHERS WERE THE SAME Elizabeth: This is correct. In the folder, they will show as links. When you place them on your site, using the Insert Media option in the paragraph editor, then they will show as media players. Elizabeth: Can you go to the site page for me, the one that has a voice file on it, and tell me if it shows the media player? you: IN THE FOLDERS WHEN THEY WERE FIRST UPLOADED, THEY WERE MEDIA PLAYER WHERE i COULD LISTEN TO THEM, WHY DID THAT CHANGE Elizabeth: I see, please go to the Music Manager Elizabeth: I believe you are looking at the list in the Docs Manager, is that correct? you: YES Elizabeth: okay, in the Docs Manager, there is no play icon. However, if you go to the Music Manager, you'll see the play button you saw before you: ok, THE PAGE THAT HAS THE LINKS, "strange events" these links to the media file come up with "page not found" Elizabeth: okay, have you confirmed that the play button is in the Music Manager? you: yes, I just click one and it's playing you: So I guess the "page not found" came up because this is a file I deleted you: Am I correct? Elizabeth: Actually, what that is is this... Elizabeth: When you click on that link in the Docs Manager, it tries to load an outside media player Elizabeth: Such as windows media player, or apple quicktime, or realplayer Elizabeth: sometimes, if the media player isn't configured for that, it wont work Elizabeth: so it shows a page cannot be displayed error Elizabeth: but you have verified that the files are on your account, and you can listen to them, correct? you: I know the files were media player when they were first uploaded. They did not have a problem playing when clicked. Why did they have a problem when I click on them this morning Elizabeth: they did not have a problem in the Media Manager, which you and i have confirmed Elizabeth: you are accessing them through a different method now, which we cannot confirm was working before Elizabeth: *Music Manager you: The files that I did reupload are on my account. They have not been put on any page as yet. The voice files on the page I deleted and will reupload. And... you: if there is a problem I will let you know Elizabeth: Excellent! Please do. you: The Media Manager for the files I first uploaded did not play, but I guess that was you: because audio files were change to a different Media on my comp you: I have change them back to Media Player, so I should have no problem Elizabeth: ahhhh, good you: Since this seems to be taken care of, what about the fonts you: Can you tell me how the mystery of them all showing fine in the editor... you: but when the "done button is clicked, some are in a different font, and size Elizabeth: yes, I'll try to explain it better than Anastacia did Elizabeth: can you give me just a moment to read what she wrote... also, may I have permission again to access your account for this issue? you: yes Elizabeth: excellent, give me just one moment please Elizabeth: okay, do you understand what tags are, when it comes to HTML? you: I know what that is, but since I am doing the editing in your editor...this html and tags do not apply Elizabeth: well, not exactly... let me explain Elizabeth: Whenever you hit one of the edit buttons, font, color, etc... it automatically puts the tags in for you Elizabeth: so the underlying html is still there, we just make it easy for you by giving you buttons instead Elizabeth: now, in no way am I saying you made a mistake when editing your site Elizabeth: this is an error that I will take to our techs to see if they can resolve it going forward, I just want you to understand what has happened, okay? you: I know that. I begin the first letter as a font 5. The rest of the text are 3. How is it that on some pages it all comes out as it should... Elizabeth: yes, in some cases... and this is where it gets tricky... in some cases in the past, the tags have not properly closed as they should you: while on others some are smaller and some bigger.Making the paragraphs look crazy, while in the editor... you: it's all showing that everything is as I type it Elizabeth: Our techs have been working on the issue, and have made progress... but in some cases, previous tags caused problems through the whole page Elizabeth: such as the problem you are having now Elizabeth: it's a sporadic issue, which is why it's hard to troubleshoot, but there is a resolution for it Elizabeth: In the Paragraph editor, there is an icon of a while box with a red diagonal line through it - this icon is for "removing formatting" Elizabeth: it is designed to remove all of the html tags from a highlighted group of text you: So do I use this box, and everything should be fine? Elizabeth: You will need to use it, and then reapply your formatting as you would like, and I certainly hope that this will resolve the font issue Elizabeth: if not, then I'll work with you as best as I can to make sure it's resolved you: Well why should the problem exist even for new pages that I make, it doesn't make sense Elizabeth: Well, it's still an on going bug that my techs are trying to resolve. you: Hello are you still there? I did what you said about the box, and apply the correct fonts and my site just went off the computer Elizabeth: What do you mean it went off the computer? you: I mean the freewebs that I am logged into is not on my computer. I just took a screenshot of this weirdness. Elizabeth: Did you get an error message? Elizabeth: Perhaps your session timed out? you: No, I just was on the page editing. I did the thing with the white box, and then apply the correct fonts and "BOOM" it disappear Elizabeth: the window closed? you: If so, why am I still able to chat with you Elizabeth: or the screen went white? Elizabeth: The chat and editor are on two different systems you: white???The only thing on my screen now is te chat box, and the AOL Channel box Elizabeth: That means the screen, or browser closed. Elizabeth: That's most likely an AOL problem... please reopen the browser and log back into freewebs you: By itself? I was editing as stated. The chat box said you were typing a message, and it happen. Also your message did not appear. That why I ask if you were still there Elizabeth: I see Elizabeth: It doesn't sound like anything I've heard before... but I do know that AOL can sometimes cause problems with our editor. Are you using the AOL browser, or are you loading Internet Explorer from your Desktop? you: And with this craziness, I say Goodbye. Restart my comp, and see if my site is as it should be. If not then you will be hearing from me again, along with filing complaints with the OAG, BBB and whomever else I need to you:Goodday!