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Here are answers to our top support questions.
If you are having trouble, you’ll probably find the answer here. If not, pick up the phone (1-800-268-7070 option 4) or Email us at any time.
Select your question from this drop down list, or scroll down the page.
General Questions:
Q. How do I contact Horizon support?
A. Our customer support team is able to help you with your inquiry at almost anytime of the day or night. Call us at 1-800-268-7070 option 4, or email us at support@discoverhorizon.com. We are also available on weekends for emergency support at 416-678-4193.
Q. Help! I cannot log in to Horizon!
A. Login issues usually relate to improper cookie settings in Internet Explorer. In the top left corner of your browser, click “Tools” ---> “Internet Options”. Under the Privacy tab, click the “Advanced” button.
A new window will appear. Click the checkbox to “override automatic cookie handling”. Set First and Third party cookies to Accept, and select “Always allow session cookies”. Click OK.
Click “Apply” in the Internet Options window, and then OK. Now restart Internet Explorer and go back to discoverhorizon.com. You will now be able to log in.
Q. Help! I’ve lost my password. How do I retrieve it?
A. You can recover lost or forgotten passwords at any time by clicking the “Lost Password?” button on the login screen. Enter your username (your email address) into the window that appears and click “Email me my password.” The password will be sent to you in a matter of minutes. Feel free to contact Horizon support for assistance.
Q. How do I attend one of your live demonstrations?
A. You may register for an online demonstration of our Horizon software at anytime by visiting this webpage - http://about.discoverhorizon.com/online_demo.htm. Simply select the session you would like to attend and desired time. Feel free to contact us at any time to arrange 1-on-1 sessions that better suit your schedule.
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Misc. Issues:
Q. What browser does Horizon work on?
A. Horizon has been optimized for Internet Explorer 6.0 browser or better, utilizing advanced web tools. If Firefox is your browser of choice, there is an add-on you will need to install first called IETab.
To install the Firefox IETab tool:
- Open Firefox and type in or copy this address: https://addons.mozilla.org/en-US/firefox/addon/1419. On this page, click the green button labeled "Install Now (Windows)". A new window will appear. Click "Install Now" on this new window.
- Once the installer is complete, click the "Restart Firefox" button.
- Once Firefox has been restarted, you will now be able to right click on any of your Firefox bookmarks and select "Open in IETab". (You can add Horizon to your bookmarks first by going to discoverhorizon.com and clicking "Bookmarks" --> "Bookmark this page")
At this time, IETab does not work on the Mac. Please see the next solution for Horizon on the Mac.
If you require assistance at any step, please don't hesitate to contact Horizon Support.
Q. I have a Mac! What are my options? A. Internet Explorer is not available for the Mac, so you will not be able to use Horizon. However, there is software (Bootcamp and Parallels) that will allow you to install and run Windows XP on your Intel-based Mac – making it compatible. Contact us for more information about this method. Q. Why can’t I book an Inspection? A. Inspections can only be booked for inspectors with active subscriptions. Check to see if you have an active subscription or click on “Subscriptions” to update your subscription. You will still have access to all of Horizon’s other features at this time however. Q. My client tried opening his report, but he gets sent to discoverhorizon.com instead. Why? A. Your client has clicked on an invalid link in his/her email. This sometimes happens with hotmail accounts. Simply tell your client to go back to the original report email, and copy & paste the entire link directly into the address bar of his web browser. They will now be able to open and view the report correctly. Q. When I click “To:”, Cc:”, or “Bcc” in confirmation email, I’m taken to a different page and given a 403 error. A. There is an invalid setting in Internet Explorer causing this problem. On the top left corner of Internet Explorer, click “Tools” ---> “Internet Options”. In the Internet Options window, click on the “Advanced” tab on the far right. At the bottom of this window, you should see a button that reads “Reset” or “Reset Internet explorer settings”. Click this button, and click “OK”. This will restore IE back to its original settings and functionality. Back to top Q. My client says he has not received his email(s). What is happening? A. Ask your client to check their Spam or Junk email folders. We have found that emails often end up in these locations, depending on your client’s email security level. If your client(s) have secondary email addresses, ask for permission to use that instead. Feel free to contact Horizon Support for assistance. Q. While writing reports, I keep seeing the message “Stop running this script? A script may be causing internet explorer to run slowly…” A. There is unpatched code within Internet Explorer that causes this error to randomly appear for some users. Download and run this registry patch to correct this issue. Alternatively, contact Horizon Support and we will guide you through this. Q. When opening a report I get the message “Error processing document(18)”, and the report is empty. A. This is a random error caused by Adobe. The solution to this is to simply generate another version of your report. Go to the “Report Publishing” section of the related report, and click “Generate” to create a new version. Now you may email the report to your clients. Q. There are some areas of Horizon that I don’t have permission to access. Why is that? A. Your administrator has likely limited access to areas that you wont need to visit. Contact your administrator if you have any issues with this. If you are the sole proprietor, please call Horizon support to resolve. Q. Why can’t I see all of my Inspectors on the Scheduler? A. Only inspectors with active subscriptions will appear on the active schedule. However, you will still be able to use the scheduler to retrieve their achived work orders. Users with expired subscriptions can still log in and view the schedule. Back to top Q. How do I add new Inspectors? A. You can add new inspectors in the ‘Inspectors’ section of your Profile. Contact Horizon support for assistance. Q. How do I purchase new/manage existing subscriptions? A. You may manage existing or purchase new subscriptions at anytime by clicking “Subscriptions” on your upper navigation bar. Contact Horizon support for assistance. Q. What are ancillary reports? A. Ancillary reports are FREE custom forms designed to suit any services you perform outside of a regular home inspection. Here is a list of our currently available ancillary reports. - Pools and Spas
- Radon
- Appliances
- Site information
- Wood Destroying Insects
Contact Horizon support for immediate access to any of these. If you don’t see what you need here, fill out this blank template and we can design one for you, all for free.
Q. What is a Template? A. Templates are useful shortcuts to Report Writing! Create as many templates as you like and fill them with common items found in homes you inspect. With the click of a button you’ll be able to import this data into your reports! For example, you may find that most of the homes you inspect have a common 1970’s structure. Creating a template will all of the characteristics of a 1970’s home will save you from having to do this from scratch every single time! You can apply templates on your PDA as well! Back to top Q. What are Required Items?
A. Worried about whether your report is complete or meets your standards of practice? Let Horizon’s completion check take care of that for you! Once you’ve built your own list of “Required Items”, Horizon will remember what you need and will help you keep on track!
Here is a list of “Required items” based on the Standards of Practice for a few associations. Q. What is a My Item? A. These are Custom Comments you can add. Don’t see an item or phrase in the database that you frequently use or will need? Create your own on the fly, when you want and exactly where you want. These will be known as your “My Items”, and are explicitly defined by you, for your needs. Contact Horizon Support for assistance. Online Report Writing: Q. Can I add attachments to my emails or reports?
A. Horizon emails are sent as plain text with no attachments. This is the optimal setting allowing your emails to bypass spam and junk mail folders. Q. How do I get my Contract in the Confirmation email?
A. You will need to copy and paste your contract text appending it to the end of your Confirmation email. Go to the Profiles \ Text options section and select Confirmation letter to perform this task. Back to top Q. When I click on buttons, I am randomly kicked out of the program!?! A. There is a setting in Internet Explorer that causes this to happen randomly. Click on “Tools”, "---> “Internet Options”. On the “General” tab, there is a section labeled “Browsing History”. Click on the “Settings” button here. This will open a new window. In the area that says, “Check for newer versions of stored pages”, change selection to “Automatically”. Click “OK”. Click “OK” in the Internet Options window. You will need to restart Internet Explorer for this setting to take effect. Feel free to contact Horizon Support for assistance. Q. When I click on headers in the report I am repeatedly taken to the wrong section. HELP! A. There is a setting in Internet Explorer that causes this to happen randomly. Click on “Tools”, "---> “Internet Options”. On the “General” tab, there is a section labeled “Browsing History”. Click on the “Settings” button here. This will open a new window. In the area that says, “Check for newer versions of stored pages”, change selection to “Automatically”. Click “OK”. Click “OK” in the Internet Options window. You will need to restart Internet Explorer for this setting to take effect. Feel free to contact Horizon Support for assistance.
Q. I cannot see the Load Photos – Fast button, what is wrong? A. You will need to install the .NET Framework 2.0. Click here to download and install. This is the first step required to use the Advanced Photo Uploader. We recommend you contact Horizon Support for assistance with this process. Q. How do I install the advanced uploader? A. Click here for our detailed tutorial on this process.
*** For Windows Vista users, please contact Horizon Support for assistance. Q. Why do I have to resize each one of my photos? A. You must resize each one of your photos if you are using Load Photos – Slow. This uploader has a file restriction of 1MB. For much faster uploading with no size restrictions, install and use the Advanced Photo Uploader. Upload entire folders of images at once, not one by one! Click here for our installation tutorial or contact Horizon Support for assistance. Q. My computer crashes when I use Load Photos – Fast. A. Vista users may experience this when using the fast photo uploader. In Internet Explorer, click “Tools” ---> “Internet Options”. Click on the “Security” tab at the top of this window. At the bottom of the window, uncheck “Enable Protected Mode”. Click “Apply”, and then click “OK” Restart Internet Explorer, and you will now be able to use the uploader. On-Site report Writing (PDA): Q. Where is ActiveSync in Windows Vista? A. In Windows Vista, ActiveSync has been replaced with Windows Mobile Device Center. This new software will not negatively affect the way your PDA operates, and you will still be able to use PocketHorizon. Back to top
Q. Which PocketPC Devices are supported?
A. Any PocketPC Device with at least a 400Mhz CPU running either Pocket PC 2003, Windows Mobile 5, or 6. PocketHorizon will not run on PalmOS or Blackberry software. Q. Which Smartphone devices are supported? A. Any Smartphone running any version of the Windows Mobile software is supported, as long as the phone is Touch screen compatible and has at least a 400mhz processor. Q. I receive “Unable to connect to www.discoverhorizon.com” message on my PDA when logging in. A. Your PDA is having problems getting an Internet connection. The most likely causes are: · Your computer’s firewall blocking access
· Incorrect network settings on your PDA
· No internet connection on desktop Try to disable your firewall first. If this does not work, ensure that your computer’s Internet connection is active and restart your computer. You may also try performing a soft reset on your PDA. We recommend contacting Horizon Support for assistance with this problem. Back to top Q. PocketHorizon tells me I don’t have the correct version of the .Net framework installed. A. This message is usually displayed after an improper installation of PocketHorizon. The best solution is to perform a hard reset and reinstall PocketHorizon. We recommend that you contact Horizon Support for this process. Q. I’ve opened my report on the PDA, but all I see are empty tabs and garbage. A. This is usually caused by data corruption after an aborted synchronization. To fix this error, you simply need to log out and log back into PocketHorizon. Open Horizon on your PDA. Click “File” --> “Change Horizon User”, and click “OK” This will log you out. Log back in using your email address and password. Once you are taken back in, reopen that inspection and you should now see your data. Back to top Q. I’ve received the message “Error in Horizon.exe” A. This message is usually displayed after an improper installation of PocketHorizon. The best solution is to perform a hard reset and reinstall PocketHorizon. We recommend that you contact Horizon Support for this process.
Q. I get a Pocket PC Sync Error Code: 80072F76
A. There is a known issue when using HORIZON on the PocketPC in conjunction with Norton Internet Security Software. When synchronizing Horizon through your PC to the Internet you may generate the above error. Resolution:
Open Norton Internet Security and select "Status and Settings"
Highlight "Security" and select the "Turn Off" link.
This will allow you to synchronize Horizon through the PDA.
Be sure to turn Norton Internet Security "ON" when you are complete. Q. What software do I need to print reports from my Handheld PocketPC? A. We recommend using PrintPocket CE. It can be downloaded here. Using this software you will be able to print wirelessly using Infrared or Bluetooth. You will be able to impress your clients with summary reports on site!
Q. What do I do when the PocketPC freezes?
A. A ‘Soft-reset’ will shut down any programs running in the background and restart your handheld. PocketPC’s will have a ‘soft-reset’ button either on the back, sides or bottom of your PDA. You will need your stylus or paperclip to press the ‘soft-reset’ button once.
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