Support

Welcome

Thank you for visiting Jasper Emerald. I really want you to have fun and enjoy the time you spend with me Since you are reading this page you probably have a question or a bit of trouble and need some information. Please know that most issues can easily be sorted with a couple simple checks and/or settings. However, if the advice on this page does not help, please feel free to use my contact form for personal support.

Login Issues

My one-time login system provides members a convenient surfing experience where once logged in, you can stay logged in until your membership expires. Not only while you are surfing jasper Emerald but even after surfing to another site. Just come back and our system will "recognize" you and guide you past the obvious security checks right into the member area. A bit like the doorman at the discotheque who recognizes you as a V.I.P. and whisk you past the queue.

As good as the system works for the large majority of our members, I have noticed a couple things that can happen under certain circumstances. The good news is that nothing is "un-workable", and here I publish some solutions to the most commonly experienced trouble.

AOL Members

I often get trouble reports from new members using AOL, the most common being "Your Connection... has been Lost" messages. The cause of this message is technical and not as important as the solution, you just have to be aware of the limitations. We have many, many long-term AOL members so it is possible to reliably use AOL and EnigmaticBoys together. The two basic points that you must be aware of is this...

Do not use the browser included with AOL, Accept cookies from the web site. Not using the browser included with AOL should be obvious so we will not discuss how to do that, but for step-by-step instructions on setting your browser to accept cookies from jasper-emerald.com please see our cookie page. Please know that we respect your privacy and only use cookies as a means to track your member access on jaspers site.

Spy/ Adware Issues (Various Trouble)

Spy/Adware is causing more and more trouble so we feel it's important to give some information here. Spy/Adware is a type of program that attaches itself to your computer, many times while you casually surf online. Normally, before something can be installed on your computer you have to click on or open/install some program but that's not always the case, ( especially with Internet Explorer ). Below are the most common methods used to trick you into installing spy/adware:

• Opening spam email
• Clicking on deceptive popups
• Downloading free utilit
• Visiting malicious websites
• (Some) Mainstream software applications

Common symptoms caused by these programs are pop-up windows, your computer running slower and slower, system crashes, execessive SPAM and authentication issues with various websites . Note that these symptoms may or may not be constant. There are quite a few spy/adware "remover" programs, some for free and some for a fee, that can tell you if there's spy/adware installed on your computer; However, we cannot recommend any specific version. To help guard youself against spy/adware, ( even without additional software ) you should simply follow your instincts. If the source doesn't seem familiar or trustworthy, don't open the email, click the popup, or visit the site. Also, get your utilities from a source you trust and think about a motive when you see an enticing offer. Remember, if it seems to good to be true it probably is.

Pop-Up Login Box (Download Manager Software)

Some members have reported a "pop-up" login box when trying to download from jasper site ( often when downloading our movies ), but after entering the proper information the login box returns and the download never starts. The solution for this issue is simple... Do not use download manager software while surfing JasperEmerald.com

We have made the decision to not allow access from download manager software because many of these programs are not written with authentication in mind and regularly fail. This failure results in a substantial waste of server and network resources which is much better used by our visitors surfing the "normal" way

Login and/or Page Display Issues ( Clear your Cache )

Some members have reported trouble with the login or member page not displaying properly, ending in a generic browser "error" page. Either something like "Page Cannot be Displayed" or " 403 Forbidden " error. The three most common causes for this issue is corrupted data loaded into your browser, 3rd party software that modifies the way your browser works and computer virus infection. The first step is to rule out browser corruption so simply clear your browser's cache and try again. The steps are...

• Surf to a neutral page ( Google is fine)
• Clear your browser's cookies: Internet Explorer > Tools > Internet Options > Delete cookies > OK
• Clear your browser's cache from the menu bar
• Close all browsers but one
• Open a new browser and try www.jasperemerald.com again

If you still have trouble after clearing the cache, it's possible that the corruption is loaded into your computer's memory (RAM) and you should then follow the above ( 4 ) steps again, but restarting the computer before moving on to step 5.

On occasion a browser can be really broken from 3rd party software or even be infected with a virus. ( which is sometimes undetected by a virus scanner if the definitions have not been updated regularly ) If you have installed lots of different programs from various places on the internet, or especially if you have LOTS of trouble with browser pop-up windows, your browser is candidate for being really broken. The least painful way to test is by trying another browser, though that browser should be freshly installed. The Firefox or Netscape browser would be fine to download, install and test. If you have problems with it as well, the next step is to try scanning your computer for a virus. There is a free online virus scanner at housecall.antivirus.com ( note that this scanner is not a substitute for keeping your local virus scanner up-to-date but it is something to try in case your virus scanner has already been infected )

Login and/or Page Display Issues (Internet Optimizer)

We have noticed that all members who use the Internet Optimizer software have reported trouble, at one time or another, with the log in or member pages not displaying properly. The connection commonly ends in a generic browser "error" page, specifically the " 403 Forbidden " error. We strongly recommend that you do not use Internet Optimizer, but of course the choice is yours.

If you are thinking about trying the Internet Optimizer software, I would like to mention that we have one member report in that simply uninstalling the software did not restore his previous standard browser settings and he still experienced trouble. His final solution was to completely reinstall his computer and now surfs my site ( and other sites ) without trouble. Use Internet Optimizer at your own peril.

THE VIDEOS DONT WORK OR DISPLAY ON THE IPAD EVEN THOUGH I CAN SEE THE WHOLE SITE.

YES your right. The videos on Jasper Emerald site are streamed in Adobe flash which is not supported by Apple's IPAD or IPHONE . The site works on all other apple laptops and desktops.  We hope to produce a site for mobile devices in the near future.

Questions, Comments or Feedback

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