TANDEM ONLINE HELP...

Recommended Web Browsers

Accessing Tandem Online

Common Error Messages

Recommended Web Browsers

Any Internet provider with World Wide Web browsing capabilities can be used to access the Tandem Online Web site. However, for fast, easy navigation through the Tandem Online Web site we recommend the use of:

• Netscape Navigator/Communicator 4.0 or higher.
  Netscape recognizes versions 4.06 and lower as being outdated browsers. Netscape will not be updating these browsers to accommodate the growing Internet. Netscape recommends upgrading to version 4.7
• Internet Explorer 4.0 or higher.
• America Online 4.0 or higher.
  America Online may require you to open an account. Current AOL users with versions 4.0 or 5.0 should have no problems accessing the Tandem Online Web site.

If using a lower version of the recommended browsers, you may be required to upgrade your browser. Here are some recommended Web sites which offer browser upgrades.

NOTE: Any further upgrades to your browser can be done by contacting your Internet provider.

Accessing Tandem Online

Using the designated Web address, you can easily access the Tandem Online section of the NCO Receivables Management Solutions Web site.

rms.ncogroup.com

To access Tandem Online:

1. Open your Web browser.
   Ensure your modem is connected, or you are logged into your server.
2. Locate your browser address window.
   The address window is usually located at the top of your browser screen.
3. Clear any information currently in the address window.
   Place your cursor behind the typed information. Click once with the left button on your mouse. Then, press delete or backspace, to the right of your keyboard.
4. Key the NCO Receivables Management Solutions Web site address into the address window.
   rms.ncogroup.com
   Ensure the CAPS LOCKS are OFF. There can be no spaces in the address.
5. Click "enter" or use your mouse to click on the search/find button to the right of the address window.

Once you have entered the NCO Receivables Management Solutions homepage, you are presented with a number of options to choose from. Click on the Tandem Online Login button to go to the login screen.

This will take you to the Tandem Online login screen. To access your account, you will need a combination of your:

1. Client Number
   This is normally a seven-digit number beginning with a zero.
2. Client Password
   For first-time users, this is an eight-letter password.
3. User initials

For first time users you will be prompted to change to a permanent password. Your permanent password must consist of:

1. A combination of between 6 and 10 characters, containing one (1) number.
   You may put the number anywhere in the password you like. However, there may not be any repeating letters back to back. For example, you may not have 2 a's (aa), or two b's (bb) in a row.

If for any reason a login attempt is unsuccessful three times in a row, your password will be terminated, and your access to Tandem Online will be suspended. In this case, you need to contact NCO Receivables Management Solutions Customer Service at 1-877-827-5672, to have a new temporary password generated, and your access reinstated.

Common Error Messages

As with any Web site on the Internet, error messages may be encountered. Error messages appear to be designed to make the problem seem worse then it actually is. Most error messages are a result of human error, and can be fixed by double checking your request.

1. Ensure that you have the correct Web Address.
2. Ensure the address has been entered correctly.
3. Ensure that if you are accessing a secured site, you have the proper information required to access the Web site.
4. Ensure your respective modem/server is connected to the Internet provider.

You could also encounter error messages that notify you of a required change in your browser settings. If you encounter an error message you cannot decipher or fix, you can contact your Internet provider's technical support division.

— OR —

You can contact NCO Receivables Management Solutions Customer Service via e-mail or telephone at 1-877-827-5672 (827-5672). We can provide a minimal amount of technical support from changing your settings to ensuring account entry is done correctly.

Here is a list of commonly encountered error messages:

Bad Request - 400

What does it mean?
There's something wrong with the address you typed. Maybe the server you're contacting doesn't recognize the document you're asking for, maybe it doesn't exist, or maybe you're not authorized to access it.

What can you do about it?
Check the address. Pay special attention to uppercase and lowercase letters, colons, and slashes. Here's a tip; one style many sites observe is to use initial capital letters on directory names but not filenames. If you get this message repeatedly maybe the note you copied the address from mixed up its uppercase and lowercase letters.

Unauthorized - 401

What does it mean?
You're probably accessing a site that's protected and you're not on the guest list or you typed the password incorrectly. Some sites also put a block on domain types - if you're not from a .gov, .edu domain, you may not be able to gain access.

What can you do about it?
If you're sure you're allowed in, try again, and this time look at the keyboard when you type. Passwords are often case sensitive, so if you've got your cap locks on, take it off.

Forbidden - 403

What does it mean?
You may not be allowed to access this document, probably because it's either blocked to your domain or it's password protected.

What can you do about it?
If you know the password, try again, carefully. If you don't know the password, but think you're eligible for one, contact Customer Service to get a new password.

Not Found - 404

What does it mean?
The server that hosts the site can't find the linked document at the end of the address. It may be a simple case of mistyped address, but it may also mean that the document doesn't exist anymore.

What can you do about it?
Try going one level up, deleting the last part of the address, to the nearest slash, to see if the site is live. If it is, check if there are links to the document you're looking for. Failing that, delete the last slash and type .html instead, and see what that gives you.

Service Unavailable - 503

What does it mean?
There are a variety of possibilities. Your access provider's server may be down, your company's gateway, the connection between the LAN and the Internet, may be broken, or your own system isn't working.

What can you do about it?
This is usually an easy one, wait a minute and try again. If the error persists, identify the culprit (access, provider, or your system) by process of elimination.

Bad File Request

What does it mean?
Your browser supports forms complete with data entry fields and drop down lists, but not the form you're trying access. Perhaps there's an error or unsupported feature in the form.

What can you do about it?
Contact Customer Service, and try the form again.

Connection Refused by Host

What does it mean?
You may not be allowed to access this document, probably because it's either blocked to your domain, or it's password protected.

What can you do about it?
If you know the password, try again carefully. If you don't know the password, but think you're eligible for one, contact Customer Service to receive a new password.

File DNS Lookup.

What does it mean?
This domain name system can't translate the address to a valid Internet address. This is either a harmless blip or a result of a mistyped address, specifically a mistyped host name.

What can you do about it?
Blips in DNS lookups are common and often you can rectify this by clicking the RELOAD button. If that doesn't work, check your typing of the address carefully. If the problem persists, try again.

File Contains NO Data.

What does it mean?
The site you've accessed is the right one, but there's no document on it. You may have stumbled upon this site just as updated versions are being uploaded.

What can you do about it?
Try the address again, typing it carefully to ensure that it is correct. If that doesn't work, wait for a few minutes, then try once again.

Host Unavailable

What does it mean?
The machine that hosts this site is probably down for maintenance.

What can you do about it?
If at first you don't succeed hit REFRESH or RELOAD and try again. But wait a while between refreshes.

Host Unknown.

What does it mean?
The server may be down for maintenance, or you may have lost the connection.

What can you do about it?
Hit the RELOAD button first. This is often a blip in the net. Then check the address for typos. Then make sure you're connected by hitting RELOAD, which will re-establish connection in many cases.

Unable to Locate Host

What does it mean?
The server may be down for maintenance, or you may have lost your connection.

What can you do about it?
See "Host Unknown."

Unable to Locate the Server.

What does it mean?
You have either mistyped the address or the server doesn't exist.

What can you do about it?
Enter the address again, looking at the keyboard as you type. No luck? Check to verify that the address is correct.

You Have Performed an Illegal Operation

What does it mean?
This normally means a blip in your system has occurred while trying to read a file.

What can you do about it?
You will need to close your browser, to allow your memory to return to the proper files. Then open the browser again. If this doesn't work, you may need to shut your system down and reboot.