LEARN ABOUT OUR WEBSITE FEATURES

We are creating an extensive Web Training Video Library on our website, to provide an overview of our most important website features. Simply click "HELP" across the very top right portion of your screen, then click "Web Training Videos."

COMMON WEBSITE TERMINOLOGY & ISSUES/SOLUTIONS

TERMINOLOGY

  1. Web Browser Cache = The web browser cache is stored directly on your PC and contains files from web pages that you’ve visited, so the next time you view that page, it will be displayed much faster, direct from your web browser cache.
  2. Web Browser Cookies = Web browser cookies are buckets of information synced between a website such as www.automann.com and your web browser. The cookies are used for user authentication, user tracking, and maintaining user-specific information such as website preferences.

COMMON ISSUES - AND WHAT TO DO

  1. Forgot Your Password: Simply click on to Login In at the top of your page, then click "Forgot Your Password?" immediately under the Password field. Then follow the prompts to enter your email address and simply click "Reset My Password". A link to reset your password, will then be emailed to you.
  2. Inability To Login or other strange Website behavior:
  3. Still having Website Problems, even after Clearing Browser Cache/Cookies?
    • You may want to "reset your browser" which removes all special settings/configurations and files and data (depending on the browser: potentially also all your saved usernames/passwords), and returns it to defaults. Sometimes resetting a browser is required, to resolve glitches.
    • If you reset your browser, also try rebooting the computer afterward.
    • Then try going to www.automann.com again. You may have to type in your username and password again.
  4. Website Pricing is Wrong: Sometimes you may see higher than normal pricing on our website. This may relate to your company code being set to the wrong pricing level - contact your sales rep. Or more likely, there was a momentary communication glitch between our website and our pricing database; in which case our higher default pricing that was already stored to the website, gets displayed. What you can try, is going to your Shopping Cart, scroll to the bottom of the Cart, and then click the "UPDATE CART" link. This forces the website to retry the communication to obtain the correct pricing from the database.
  5. SUPPLY THIS INFO TO YOUR I.T. SUPPORT: www.automann.com uses the Fastly Content Delivery Network to optimize performance and user experience. If your traffic is not going through Fastly, that can cause problems. First, determine what IP that www.automann.com resolves to by pinging www.automann.com (ping instructions: https://www.computerhope.com/issues/ch000962.htm#ping). If the ping reply shows the IP address is 151.101.2.133, that is our correct web IP address. If it's something else, then you are not pointed to the correct location. Sometimes just rebooting your DHCP/DNS Server will force the Server and PC's to flush the DNS cache, fixing this issue.
    We also recommend using a public DNS provider like Google Public DNS or CloudFlare DNS.
    If updating your DNS is not an option, you'll need to find the IP for your local Fastly CDN. You can find the correct IP by pinging d.sni.global.fastly.net (in the same way as above). Once you have the correct IP, update your network DNS to use that IP for www.automann.com.

IF YOU STILL CANNOT RESOLVE A WEBSITE ISSUE

If one of the above does not seem to fix the website issue, then please email as much detailed information to your customer service rep as possible, such as:

  1. What is your website username, email address and company number/name?
  2. What were you doing on the website at the time of the issue?
  3. Do you know the URL/Address of the page you were on when the issue happened?
  4. Was there a specific error displayed?
  5. Did a series of steps seem to lead to the issue? Please describe.
  6. Is expected data not correct? Please describe.
  7. Can you possibly create a screen capture of the issue and email it? See: http://www.take-a-screenshot.org
  8. What web browser are you using? (Internet Explorer, Firefox, Chrome, Safari, Opera, etc) and what version? See https://www.whatismybrowser.com to easily find this info.
  9. Are you on a Windows Desktop, a Mac, iPhone, iPad, or an Android device?

COMMON EMAIL TERMINOLOGY & ISSUES/SOLUTIONS

  1. Check your Spam/Junk E-Mail Folder for email from automann.com = Sometimes email from Automann, regarding your invoices, order status, etc, may not appear in your email inbox. If this happens, it's most likely going to your Spam or Junk Mail Folders. Ask your email provider or I.T. department how to find that; it's usually named Junk Mail or Spam Mail as a sub-folder under your Inbox.

  2. Add automann.com to your Safe Sender's or Allowed Lists:
    1. Outlook email users: If you are using Outlook as your email client, you can reduce the chance that email from Automann will be moved to your Junk E-Mail Folder, by first adding the automann.com domain to your Safe Senders List. Click Here for tips on how to do this (replace their example.com domain with automann.com).
    2. Other email users: Other email clients, other than Outlook, may use the term "Allowed List" instead of "Safe Sender's List". So if you're not using Outlook, check for an Add to Allowed List function.

  3. Add our website IP Addresses to your Safe Sender's or Allowed Lists: If you have a login to our www.automann.com website, you should also add our website IP addresses of: 104.207.226.131, 104.207.226.178, 104.207.226.179, to your Safe Sender's or Allowed Lists.

  4. Speak to your I.T. staff about:
    1. Company Allowed Lists: Sometimes even adding automann.com to your personal Safe Senders list or Allowed Lists, will not be enough. Because your I.T. department may be running a completely separate spam filter tool on a different network/computer device. That device may be removing what it believes are suspicious emails (including those from automann.com) before the emails even get to your Inbox. The only way to fix that, is to ask your I.T. staff to "add automann.com to our company Allowed List"
    2. Adding our ProofPoint IP Addresses to your Company Allowed Lists: Automann uses ProofPoint as our own Email Spam Filter and Delivery tool. And if all of the above still doesn't allow you to freely receive emails from automann.com, then your I.T. staff may also need to add the IP Addresses used by our Email Security company ProofPoint, especially if you use Microsoft 365 for your email.

ADDITIONAL HELP

If your regular Automann Customer Service Rep was unable to help you, you may want to:

  1. Show this troubleshooting page to your I.T. support staff where you work, and ask for their help.
  2. Call Automann at 201-529-4996 and ask to speak to our Web Customer Service Specialist, Mark N at ext. 1130

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