CallingID Support: Troubleshooting

• CallingID won't appear.
• My CallingID toolbar has disappeared from IE. How can I get it back?
• I can't move my toolbar.
• I've just updated CallingID, now it has disapeared from Firefox. How can I get it back?
• I am prompted to allow Internet access to CIDGlobal.exe.
• Every site I visit is "stuck" on Verifying.

CallingID won't appear.
Please follow these steps in order:

1. If you're having trouble seeing the CallingID toolbar and you use Windows 2000, Windows 98 or Windows ME please make sure that the file you downloaded is the one suitable for your Windows version. If you are not sure click here to download the file suitable for all these versions of Windows.
   Before you install this file you must uninstall CallingID (for a detailed description of the uninstall procedure, click here).
2. In many cases an application running on your computer may have interfered with the installation of CallingID toolbar. If you restart your Windows this problem will automatically be resolved (The is no need to reinstall CallingID).
3. Many anti-spyware programs disable installation of web-browser add-ons as many add-ons are not safe. Since CallingID is a safe add-on (see our download page for certificates) in many cases the following steps will solve the problem:
   
   
   • Uninstall CallingID (for a detailed description of the uninstall procedure, click here)
   • Disable your anti-spyware software
   • Install CallingID again
   • Enable the anti-spyware software
4. If the above procedures do not fix the problem try the following:
   Internet Explorer Users:
   
   
   • Open Internet Explorer
   • Choose the 'Tools' menu
   • Choose 'Internet Options'
   • Click the 'Advanced' Tab
   • Scroll down to the 'Browsing' section and make sure the 'Enable third party browser extensions' option is checked
   Firefox Users:
   
   
   • Open Firefox
   • Choose the "Tools" menu
   • Choose "Extensions"
   • Right click CallingID and choose "Enable"
     (If already enabled, read * below)
   • Close Firefox (all open windows)
   • * If the extension is already enabled, disable it, close all Firefox windows, reopen Firefox, enable the extention again and close Firefox once more.
5. IE ONLY - If the above procedures do not fix the problem try the following:
   
   
   • Open Internet Explorer
   • Choose the 'Tools' menu
   • Choose 'Internet Options'
   • Click the 'Programs' tab
   • Click 'Manage Add-ons' and make sure that CallingID is enabled
   • In the same window make sure that the 'BHO Class' who's publisher is CallingID is also enabled.

My CallingID toolbar has disappeared from IE. How can I get it back?
If this issue occurred after installation, meaning CallingID never worked on your computer, please click here. If CallingID worked on your computer and suddenly disappeared, read below.

Some security programs change the default settings of Internet Explorer and disable third party plug-ins such as CallingID, Google Toolbar, etc. There are two solutions to this problem:

1. Re-activate CallingID - It's possible CallingID is simply inactive in your browser. Follow the steps below to remedy this:
   
   
   • Open your browser
   • Choose the 'View' menu
   • Choose 'Toolbars'
   • Select 'CallingID' to add a checkmark. If a checkmark already appears beside 'CallingID', follow the instructions below
2. Try your Other Toolbars - IE ONLY - Internet Explorer has a habit of confusing toolbars. Though a checkmark already appears beside 'CallingID' it's possible that checkmarking one of your other toolbars will cause CallingID to appear.
   
   
   • Checkmark your toolbars one by one<
   • If CallingID still doesn't appear follow the proceed to the following step
3. Reinstall CallingID - The reinstallation will automatically reconfigure your browser settings to enable CallingID.
   
   
   • Uninstall CallingID (Click here for help)
   • Click here and download the CallingID installer
   • Run the installer and follow the directions on the screen
4. Manually Change the Settings - You can follow the steps below to manually configure Internet Explorer to enable the CallingID Add-on.
   
   
   • Open Internet Explorer
   • Choose the 'Tools' menu
   • Choose 'Internet Options'
   • Click the 'Advanced' tab
   • Check the box beside 'Enable third party browser extensions'
   • Close all open Internet Explorer windows

I can't move my toolbar.
This problem can occur for two reasons:

• If there is no doted line to the left of your toolbars, your toolbars are locked.
  
  To unlock your toolbars right-click in any empty area on your toolbars and select "Lock the Toolbars".
• You are trying to move the CallingID toolbar while it's in the minimized toolbar setting.

I've just updated CallingID, now it has disapeared from Firefox. How can I get it back?
This problem occurs when Firefox 1.0 users upgrade to version 1.5.0.70.

To fix this problem follow these steps:

• Open Firefox
• Open the 'Tools' Menu
• Select 'Extensions'
• Select 'CallingID'
• Click 'Uninstall'
• Close all Firefox windows
• Open Firefox again to be sure that CallingID was uninstalled
• Close Firefox window
• Open your 'Start Menu'
• Select 'Control Panel'
• Choose 'Add/Remove Programs'
• Find 'CallingID'
• Click 'Remove'
• Re-install the newest version CallingID (Click here to download)

Now CallingID should appear in both Firefox 1.0.x and in Internet Explorer.
Your next update will not require this procedure.

I am prompted to allow Internet access to CIDGlobal.exe.
This problem is a result of personal firewall configuration. You must set your personal firewall to allow CIDGlobal permanent access to the Internet.

Every site I visit is "stuck" on Verifying.
This problem is a result of personal firewall configuration. You must set your personal firewall to allow CIDGlobal permanent access to the Internet.