KnowledgeLeader Help

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1. I’m a new user of KnowledgeLeader. How do I register for a free trial?
2. I’ve forgotten my username or my password. What should I do?
3. I requested a new password but didn’t receive an email containing the new temporary one. What should I do?
4. My username or password doesn’t work. How can I log in?
5. Why can’t I login to KnowledgeLeader?
6. I've been trying to log on but a get a message saying that I can't access this page. Why not?
7. How can I change my password?
8. How does KnowledgeLeader remember my login information?
9. Why does KnowledgeLeader use Adobe Portable Document Format (PDF) files?
10. How can I receive the weekly update announcing the new materials added to KnowledgeLeader?
11. How can I unsubscribe from the weekly update newsletter email?
12. The weekly update newsletter email is being rejected as spam. What can I do?
13. What can I do if I stop receiving the weekly update emails?
14. How do I find a work program (or something else) for a particular industry?
15. How can I submit content to KnowledgeLeader?
16. How can I view KnowledgeLeader using a larger font size?
17. What is the optimal font size for viewing KnowledgeLeader?
18. How can I contact Technical Support?
19. How much is a subscription to KnowledgeLeader?
20. How can I subscribe to KnowledgeLeader?
21. How can I contact someone about my bill or invoice?
22. I received this invoice but I would like to pay via credit card. I tried paying it online but it looks like I have to get another subscription. Please help.
23. I'm a member of The IIA and the AICPA. Can I get a double discount?
24. Can I share my username and password with members of my department?
25. How can I transfer my subscription to someone else?

1. I’m a new user of KnowledgeLeader. How do I register for a free trial?
Go to the Registration form, fill in the requested information, and submit the form. You will receive your initial password in a confirmation email when your account has been activated.

2. I’ve forgotten my username or my password. What should I do?
Go to the Forgot Your Username or Password page, enter the email address you used when registering with KnowledgeLeader, and click "Submit." An email containing your username and a new temporary password will be sent to you. When you log in with this temporary password you will be asked to supply a new password chosen by you.

3. I requested a new password but didn’t receive an email containing the new temporary one. What should I do?
Check whether your email system has rejected the password email as spam or junk. If it has, ensure that all messages from the KnowledgeLeader domain (@knowledgeleader.com ) are delivered to you. It is very important that we always know your current email address so that we can deliver passwords and other important information to you. If your email address changes, we will continue to send emails to your old address until you notify us of the change.

If you do not receive a password via email when requested please Contact Us. Be sure to fill in the requested information (including your new email address) and click "Submit."

4. My username or password doesn’t work. How can I log in?
You should first try to obtain a new password (See I’ve forgotten my username or password. What should I do?) above. If the new password does not work or you are unable to obtain one please Contact Us. Be sure to fill in the requested information and click "Submit."

5. Why can’t I login to KnowledgeLeader?
You may not be able to log in to KnowledgeLeader if your Web browser is disabling cookies or JavaScript, or blocking pop-ups. KnowledgeLeader does not use pop-ups for advertising, but they are a part of the login process. If you are using a pop-up blocker then you may need to configure it to allow pop-ups within the KnowledgeLeader website.

6. I've been trying to log on but a get a message saying that I can't access this page. Why not?
This most often occurs when you have just registered to use KnowledgeLeader. It can take a little while for account changes to be registered in the KnowledgeLeader database, so try again in a few minutes. If you still get the same message please Contact Us. Be sure to fill in the requested information and click "Submit."

7. How can I change my password?
To change your password (or any other part of your account information), click on My Account located at the top of each page. Highlight your account and click on it to be able to view it or change any details.

8. How does KnowledgeLeader remember my login information?
By checking ‘Remember Me’ on the login screen KnowledgeLeader will create a cookie that is used to automatically complete your login information upon your next visit. This information is stored in encrypted form within the cookie.

If you do not wish to take advantage of this convenience feature, un-check ‘Remember Me’ the next time you login. Any existing cookie will be removed. You will then be asked to provide both your username and password to login to KnowledgeLeader.

* Please Note: To prevent unauthorized access do not check ‘Remember Me’ on a computer shared by multiple users.

9. Why does KnowledgeLeader use Adobe Portable Document Format (PDF) files?
Some web pages, especially those with lots of graphics or special fonts, do not translate well into HTML pages. Therefore we use Adobe PDF files to publish some reports, newsletters, and other information.

The Adobe Reader allows you to view, navigate, and print PDF files across all major computing platforms. If you have trouble viewing PDF files from within your browser, please check the Adobe support knowledgebase.

Even if you cannot view the PDF files when using your Web browser, you will still be able to download the PDF files to your computer and then view them in the Adobe Reader without using your browser. Please check with your system administrator if you believe either your browser or Adobe Reader are incorrectly configured.

10. How can I receive the weekly update announcing the new materials added to KnowledgeLeader?
Simply send your name and current email address to KnowledgeLeader@protiviti.com, or submit a contact us form indicating that you would like to be added to the distribution list.

Add the KnowledgeLeader RSS Feed to your reader/aggregator. Click here for more information.

11. How can I unsubscribe from the weekly update newsletter email?
To turn off the weekly newsletter email, go to My Account, click "Edit My Information" and select "Do not include me in the mailing list."

12. The weekly update newsletter email is being rejected as spam. What can I do?
First, check with your email administrators to see whether emails from KnowledgeLeader can be automatically considered "safe" by your email system. If this is not possible, you can still receive the weekly update in the form of a newsfeed. Follow the instructions on the Weekly Content Update Newsfeed page to start receiving the feed.

13. What can I do if I stop receiving the weekly update emails?
There are two main reasons why you may stop receiving the KnowledgeLeader Updates.

• It is possible that your email systems may block them as spam, in which case see the instructions immediately above.
• If your email address changes, KnowledgeLeader will continue to send the updates to your old address unless you notify us of the change.

Whatever the reason, if you stop receiving the KnowledgeLeader Updates for no apparent reason, please contact us, making sure that you provide your current email address so that we can update our records if necessary.

14. How do I find a work program (or something else) for a particular industry?
The simplest way to find something particular is to login and then use the search engine. For example, enter "healthcare work program" in the search box and click "Search." If you find that some of the results are not what you were looking for (e.g. articles that simply contain the words "work program") you can use Advanced Search to search specific KnowledgeLeader areas. Using the same example, click "Advanced Search," check the "Work Program" box, enter "healthcare" in the search box on the Advanced Search page, and click "Go." You will then get a list of work programs that contain the words "healthcare."

Again using the same example, here are some other ways you can use to find what you are looking for:

1. Move your cursor over "Tools" in the main navigation bar, move down to "Work Programs" in the drop down menu, click on "View My Topic," and then click on "Healthcare" in the topic list.

2. If the industry or other topic you are looking for does not appear in the topic list in the previous method, click on "View By Title" instead, and look for your topic in the list of items.

3. Move your cursor over "Choose a Topic" in the main navigation bar and click on "More Topics" in the drop down menu. On the "Choose a Topic or Subtopic" page click on "Industry," then selected your industry (if available) from the list.

15. How can I submit content to KnowledgeLeader?
We encourage submissions of work programs, policies & procedures, and other tools to share with the community by attaching your file(s) to a contribution form found in the Work Programs and Policies & Procedures areas. We also welcome your ideas, suggestions, and feedback through the contact us form. You can also email your submissions and feedback to KnowledgeLeader@protiviti.com.

16. How can I view KnowledgeLeader using a larger font size?
You can change the size of the font using your browser. Go to the menu bar at the top of the page, click on "View", and move the mouse down to "Text Size" which will pull up a menu that enables you to change the text size. Choose the font size you wish to see.

17. What is the optimal font size for viewing KnowledgeLeader?
KnowledgeLeader is best viewed with the "Medium" or "Normal" font size (depending on your browser). If you are experiencing viewing difficulties (e.g., the search bar is covered or navigation graphics are overlapping), you can fix this problem by changing your font size as indicated above.

18. How can I contact Technical Support?
Contact us or call 1.866.923.8513 (from outside the USA or Canada call 1.925.598.7771) Monday to Friday 8:30 am - 5:30 pm Pacific Standard Time.

19. How much is a subscription to KnowledgeLeader?
Please visit our Pricing and Ordering Page.

20. How can I subscribe to KnowledgeLeader?
If you want to upgrade an existing trial to a subscription go to ‘My Account’. Highlight your account information and click on it, then click ‘Purchase Subscription.’ For more information about prices and discounts see the pricing and order information page, contact us, or call 1.866.923.8513 (from outside the USA or Canada call 1.925.598.7771) Monday to Friday 8:30 am - 5:30 pm Pacific Standard Time.

21. How can I contact someone about my bill or invoice?
Contact us or call 1.866.923.8513 (from outside the USA or Canada call 1.925.598.7771) Monday to Friday 8:30 am - 5:30 pm Pacific Standard Time.

22. I received this invoice but I would like to pay via credit card. I tried paying it online but it looks like I have to get another subscription. Please help.
Contact us or call 1.866.923.8513 (from outside the USA or Canada call 1.925.598.7771) Monday to Friday 8:30 am - 5:30 pm Pacific Standard Time.

We can take your credit card information via email or over the phone and then process the payment using VeriSign. We will email you a credit card confirmation that you can then use to submit your expenses.

23. I'm a member of The IIA and the AICPA. Can I get a double discount?
No, you do not receive a double discount for being a member of more than one of our affinity partners.

24. Can I share my username and password with members of my department?
No, according to the terms of the Access Agreement each subscription is sold on a per user basis. Usernames and passwords should be kept confidential.

25. How can I transfer my subscription to someone else?
Contact us or call 1.866.923.8513 (from outside the USA or Canada call 1.925.598.7771) Monday to Friday 8:30 am - 5:30 pm Pacific Standard Time.


>> Sign up now for a 30-day free trial or an annual subscription.

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If you have any questions please contact us.