Subscriber Support Area
Before you e-mail us, please take a moment to see if the information on this page can help you.
On this page, you can e-mail yourself your password, submit a question to the BSR staff, find a link to install the FileOpen plugin, and get answers to common support questions.
On this page, you can e-mail yourself your password, submit a question to the BSR staff, find a link to install the FileOpen plugin, and get answers to common support questions.
Enter your e-mail address:
Install the FileOpen plugin
In order to access our research, you have to install a free "plugin" to the Acrobat PDF viewer software you already have installed on your computer. Click here for instructions on how to install the plugin.
Answers to common support questions
Q: I'm trying to view your research and it keeps telling me I need some
"plugin" or a "FOPN_foweb security handler". What does this mean and how do I fix it?
A: Click here to get information and instructions on how to solve this issue.
Q: I was trying to access some research and received a message that I "hit the limit of new machines to open documents."
A: As you know from reading our Terms and Conditions, your subscription fee allows you and you alone to make use of our research. The technology we use to protect our research from unauthorized distribution has a number of different ways to accomplish this goal. Someone, hopefully you, was trying to access research using your username and password from a location that our protection system did not expect. There is no reason to be offended. Remember, computers can sometimes be stupid. In most cases, this message is triggered by unrelated changes in your network or software updating. To get your counter cleared, click here to send us an e-mail. We normally respond within an hour or so unless we're traveling. If you don't get a response within 24 hours, send another request.
Q: I am having trouble accessing the BSR Subcriber Only forums.
A: You have to be a current Subscriber to access the forums. If you can go to the Latest Issues page and read any of the research there, you are a current Subscriber. Click here to access a how-to PDF.
Q: I was able to access your research, but I updated Acrobat and now I cannot.
A: It is very important you do not allow Adobe to update your Acrobate Reader beyond version 9.x for Windows operating systems and version 8.x for Apple operating systems. We strongly recommend you go into your Acrobat settings and disable automatic updates, changing the settings to only notifying you when updates are available. Only install security updates to your existing version and DO NOT download any new version beyond 9.x for Windows and 8.x for Apple. If you downloaded newer versions, click here to go to the Adobe site. Apple users should choose the "10.4.11-10.5.7" operating system matching their processor. If you can't find the right file on the Adobe site at this link, then contact us and we should be able to help. Let us know whether you are a PC, a Mac with a PowerPC processor, or a Mac with an Intel processor.
Q: How do I stop Adobe from updating my version?
A: You want to turn off automatic updating. Adobe will still notify you of updates. It is OK to accept any security updates for Windows/PC version 9.x or Apple version 8.x, but do not upgrade to new versions. Specifically, no PC/Windows Acrobat version X (10) or higher will work and no Acrobat Reader Apple version 9 or higher will work. Here are the steps to turn off automatic updating:
1. Select Edit --> Preferences again.
2. Click on "Updater" from the list in the box on the left hand side
3. Chose the button next to "Do not download or install updates automatically"
4. Click "OK" (Note: Adobe will still notify you of updates.)
Q: I can't print an Alert.
A: We do not allow Alerts to be printed within the first seven days after they are released. If it is beyond seven days after publication then one of three things is happening (1) You are accessing a copy of the Alert off your local machine. Download a new copy and try again. (2) Your browser is loading a version out of its "cache". Consult your browser's help file to clear your cache and try again. (3) Your subscription type does not allow you to print out our research (this is rare). Issues of Biotech Monthly can be printed immediately.
Q: I don't use AOL and I still can't log in.
A: The first thing to do is make sure you are using the right username and password. You can have those sent to you by clicking here. If that is not the problem, then you probably have your browser not set to accept "cookies". Our new site requires you to accept cookies. For instructions on how to do this in your browser, click here (this is an AOL site, but instructions for non-AOL browsers are at the bottom of the page) If this does not work and you are using Internet Explorer, then you probably have your security levels set too high and "javascript" is turned off. Go into the Tools section and select the Privacy Tab. Change the setting to "Medium Low" or "Low." Select the Security tab and make the same change.
Q: I use an Apple computer and cannot get the plugin to install and/or the PDF to show up in my browser correctly
A: We have done extensive testing with Apple machines and verified the modern Apple operating systems work with this site. However, the instructions to make this happen must be followed precisely. The install instructions here. It is particularly important to make sure your browser knows to open PDF files with the Acrobat reader and not the"Preview" feature that comes with modern Apple operating systems. If the process doesn't work the first time, uninstall the FileOpen plugin and the Acrobat Reader software and try again. If your problem persists, please contact Apple or Adobe support for help in associating PDFs with the Acrobat reader and disabling the ability of the Preview function to display PDFs.
Q: The only way I can open the research is by saving the PDF to my hard drive first
A: This affects a small percentage of user installations and results from a miscommunication between Adobe's Reader software and your browser and is not an issue with our web site . We have been unable to determine a fix for it that applies to all situations. Most people can fix the problem by doing one or more of these steps, in roughly this order (restart your computer between steps): (1) Inside the control panel, use Add/Remove programs to uninstall all browser versions other than the one you are currently using. Try again to see if this fixes the problem. If this still does not help, then: (2) Uninstall the FileOpen plugin from the same place. (3) Uninstall all versions of the Acrobat Reader software from the same place. (4) Download and install the latest version of the Adobe Acrobat Reader (Version 8). (5) Reinstall the FileOpen plugin. See if this fixed the problem. If this still does not help, (6) Uninstall the FileOpen plugin. (7) Uninstall the Acrobat Reader and install Version 7.0 instead from this page. (8) Reinstall the FileOpen plugin. Try again to see if this works. If this still does not work, (9) Uninstall the FileOpen plugin. (10) Uninstall the Acrobat Reader. (11) Download and install the Firefox browser. (12) Reinstall the Acrobat Reader software. (13) Reinstall the FileOpen plugin. Alternately, continue to save our research to your hard drive before opening it directly from Acrobat Reader. We emphasize this is not a problem with our web site or FileOpen software. It is an undetermined settings problem on your machine.
Q: I saved a PDF to my hard drive. When I try to open it, it tells me I must be connected to the Internet
A: You may save our research to your hard drive, but you must be connected to the internet and have a current subscription to view it. If you intend to allow your subscription to lapse but still want copies of our research for your records, print out hard copies.
Q: When I try to access something out of the archives, I get a message that the document is not part of my current subscription.
A: Introductory subscribers have access to only the items on the Latest Issues page (the last 45 days of research). Click here to see your subscription type. Introductory subscribers can click here to upgrade your account. If you are a BSR+Alpha customers or have a 6-month or 12-month subscription and you are receiving this message, contact us.
Q: Can you send me a duplicate receipt for a subscription for my tax records.
A: Click here, then select the appropriate order in the drop-down box. Then choose to print or have the receipt e-mailed to you.
Q: I want to change my e-mail address (or password) (or contact information)
A: You can do that from the Account Info screen. It might take us a couple of days to copy your new e-mail address over to the system that sends out the Alert e-mails.
Q: I use AOL and cannot log in at all
A: We have done extensive testing with the latest AOL browser system, AOL 9.0VR and verified it works with this site. 9.0VR will work on all Windows XP and Vista machines, according to AOL. You can find that latest version by clicking here. We have not tested any other versions of AOL and have no plans to support any AOL browser prior to or after 9.0VR. While we do support this AOL browser, we strongly advise customers to find another service provider and upgrade to the Firefox browser.
Q: I cannot view your Alerts or Biotech Monthly issues on my PDA/Blackberry.
A: Correct. We are pestering our DRM vendor to create a version compatible with handheld operating systems. Unfortunately, we do not believe a solution is coming soon.
Q: My name and phone number is now displayed on all the research I access from you. I do not want this information to be made public.
A: As you know from reading our Terms and Conditions, your subscription fee allows you and you alone to make use of our research. The only way this information could be "made public" is if you are sharing our research in violation of the Terms and Conditions.
Q: I publish research myself and would like to implement a similar PDF protection system. Can you help?
A: Yes. We resell this system. It is a complete back-end subscriber management and PDF protection system. Contact us for more information.
Q: None of this answers my question.
A: Then contact us here and provide a detailed question. The BSR Support Team will respond as quickly as possible.
A: Click here to get information and instructions on how to solve this issue.
Q: I was trying to access some research and received a message that I "hit the limit of new machines to open documents."
A: As you know from reading our Terms and Conditions, your subscription fee allows you and you alone to make use of our research. The technology we use to protect our research from unauthorized distribution has a number of different ways to accomplish this goal. Someone, hopefully you, was trying to access research using your username and password from a location that our protection system did not expect. There is no reason to be offended. Remember, computers can sometimes be stupid. In most cases, this message is triggered by unrelated changes in your network or software updating. To get your counter cleared, click here to send us an e-mail. We normally respond within an hour or so unless we're traveling. If you don't get a response within 24 hours, send another request.
Q: I am having trouble accessing the BSR Subcriber Only forums.
A: You have to be a current Subscriber to access the forums. If you can go to the Latest Issues page and read any of the research there, you are a current Subscriber. Click here to access a how-to PDF.
Q: I was able to access your research, but I updated Acrobat and now I cannot.
A: It is very important you do not allow Adobe to update your Acrobate Reader beyond version 9.x for Windows operating systems and version 8.x for Apple operating systems. We strongly recommend you go into your Acrobat settings and disable automatic updates, changing the settings to only notifying you when updates are available. Only install security updates to your existing version and DO NOT download any new version beyond 9.x for Windows and 8.x for Apple. If you downloaded newer versions, click here to go to the Adobe site. Apple users should choose the "10.4.11-10.5.7" operating system matching their processor. If you can't find the right file on the Adobe site at this link, then contact us and we should be able to help. Let us know whether you are a PC, a Mac with a PowerPC processor, or a Mac with an Intel processor.
Q: How do I stop Adobe from updating my version?
A: You want to turn off automatic updating. Adobe will still notify you of updates. It is OK to accept any security updates for Windows/PC version 9.x or Apple version 8.x, but do not upgrade to new versions. Specifically, no PC/Windows Acrobat version X (10) or higher will work and no Acrobat Reader Apple version 9 or higher will work. Here are the steps to turn off automatic updating:
1. Select Edit --> Preferences again.
2. Click on "Updater" from the list in the box on the left hand side
3. Chose the button next to "Do not download or install updates automatically"
4. Click "OK" (Note: Adobe will still notify you of updates.)
Q: I can't print an Alert.
A: We do not allow Alerts to be printed within the first seven days after they are released. If it is beyond seven days after publication then one of three things is happening (1) You are accessing a copy of the Alert off your local machine. Download a new copy and try again. (2) Your browser is loading a version out of its "cache". Consult your browser's help file to clear your cache and try again. (3) Your subscription type does not allow you to print out our research (this is rare). Issues of Biotech Monthly can be printed immediately.
Q: I don't use AOL and I still can't log in.
A: The first thing to do is make sure you are using the right username and password. You can have those sent to you by clicking here. If that is not the problem, then you probably have your browser not set to accept "cookies". Our new site requires you to accept cookies. For instructions on how to do this in your browser, click here (this is an AOL site, but instructions for non-AOL browsers are at the bottom of the page) If this does not work and you are using Internet Explorer, then you probably have your security levels set too high and "javascript" is turned off. Go into the Tools section and select the Privacy Tab. Change the setting to "Medium Low" or "Low." Select the Security tab and make the same change.
Q: I use an Apple computer and cannot get the plugin to install and/or the PDF to show up in my browser correctly
A: We have done extensive testing with Apple machines and verified the modern Apple operating systems work with this site. However, the instructions to make this happen must be followed precisely. The install instructions here. It is particularly important to make sure your browser knows to open PDF files with the Acrobat reader and not the"Preview" feature that comes with modern Apple operating systems. If the process doesn't work the first time, uninstall the FileOpen plugin and the Acrobat Reader software and try again. If your problem persists, please contact Apple or Adobe support for help in associating PDFs with the Acrobat reader and disabling the ability of the Preview function to display PDFs.
Q: The only way I can open the research is by saving the PDF to my hard drive first
A: This affects a small percentage of user installations and results from a miscommunication between Adobe's Reader software and your browser and is not an issue with our web site . We have been unable to determine a fix for it that applies to all situations. Most people can fix the problem by doing one or more of these steps, in roughly this order (restart your computer between steps): (1) Inside the control panel, use Add/Remove programs to uninstall all browser versions other than the one you are currently using. Try again to see if this fixes the problem. If this still does not help, then: (2) Uninstall the FileOpen plugin from the same place. (3) Uninstall all versions of the Acrobat Reader software from the same place. (4) Download and install the latest version of the Adobe Acrobat Reader (Version 8). (5) Reinstall the FileOpen plugin. See if this fixed the problem. If this still does not help, (6) Uninstall the FileOpen plugin. (7) Uninstall the Acrobat Reader and install Version 7.0 instead from this page. (8) Reinstall the FileOpen plugin. Try again to see if this works. If this still does not work, (9) Uninstall the FileOpen plugin. (10) Uninstall the Acrobat Reader. (11) Download and install the Firefox browser. (12) Reinstall the Acrobat Reader software. (13) Reinstall the FileOpen plugin. Alternately, continue to save our research to your hard drive before opening it directly from Acrobat Reader. We emphasize this is not a problem with our web site or FileOpen software. It is an undetermined settings problem on your machine.
Q: I saved a PDF to my hard drive. When I try to open it, it tells me I must be connected to the Internet
A: You may save our research to your hard drive, but you must be connected to the internet and have a current subscription to view it. If you intend to allow your subscription to lapse but still want copies of our research for your records, print out hard copies.
Q: When I try to access something out of the archives, I get a message that the document is not part of my current subscription.
A: Introductory subscribers have access to only the items on the Latest Issues page (the last 45 days of research). Click here to see your subscription type. Introductory subscribers can click here to upgrade your account. If you are a BSR+Alpha customers or have a 6-month or 12-month subscription and you are receiving this message, contact us.
Q: Can you send me a duplicate receipt for a subscription for my tax records.
A: Click here, then select the appropriate order in the drop-down box. Then choose to print or have the receipt e-mailed to you.
Q: I want to change my e-mail address (or password) (or contact information)
A: You can do that from the Account Info screen. It might take us a couple of days to copy your new e-mail address over to the system that sends out the Alert e-mails.
Q: I use AOL and cannot log in at all
A: We have done extensive testing with the latest AOL browser system, AOL 9.0VR and verified it works with this site. 9.0VR will work on all Windows XP and Vista machines, according to AOL. You can find that latest version by clicking here. We have not tested any other versions of AOL and have no plans to support any AOL browser prior to or after 9.0VR. While we do support this AOL browser, we strongly advise customers to find another service provider and upgrade to the Firefox browser.
Q: I cannot view your Alerts or Biotech Monthly issues on my PDA/Blackberry.
A: Correct. We are pestering our DRM vendor to create a version compatible with handheld operating systems. Unfortunately, we do not believe a solution is coming soon.
Q: My name and phone number is now displayed on all the research I access from you. I do not want this information to be made public.
A: As you know from reading our Terms and Conditions, your subscription fee allows you and you alone to make use of our research. The only way this information could be "made public" is if you are sharing our research in violation of the Terms and Conditions.
Q: I publish research myself and would like to implement a similar PDF protection system. Can you help?
A: Yes. We resell this system. It is a complete back-end subscriber management and PDF protection system. Contact us for more information.
Q: None of this answers my question.
A: Then contact us here and provide a detailed question. The BSR Support Team will respond as quickly as possible.