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Q: Are there instructions for online registration?

Q: Am I eligible for online access?

Q: What type of access to full text is available to institutional subscribers?

Q: How do I locate my User Name (subscriber number) so I can register? I am a paid current subscriber.

Q: I forgot my User Name (subscriber number) and password. How can I retrieve them?

Q: How do I change my User Name (subscriber number) or password?

Q: I have just subscribed to The Journal via post/fax/web. How do I register for online access.

Q: I am a new subscriber. Why is there a 2 day waiting period from the time I subscribe online to the time I can register for full text access?

Q: I submitted my registration but I have not had a reply yet and it is beyond the quoted time frame.

Q: My registration is taking longer than expected. Why do I have to wait to receive a response to my registration?

Answers to Questions:

1. Registering for full text online

Q: Are there instructions for online registration?

A: Instructions for online registration are available in the print issue of The Journal of Rheumatology and at this website under the option Guidelines for Website Users.

Q: Am I eligible for online access?

A: If you are a paid current year subscriber to the print version of The Journal of Rheumatology you are eligible for online access.

Q: What type of access to full text is available to institutional subscribers?

A: Multisite and multiuser licenses allow IP range access. To arrange for access email: subscriptions@jrheum.com. Allow about 5 business days for setting up access. Basic institutional subscriptions allow 2 types of access: (1) IP Access and (2) Certificate Access.

(1) IP Access

One method of institutional access to full text of The Journal of Rheumatology is through IP address registration. IP registration allows authentication and access to full text for institutional computers that have static addressing.

Once your IP addresses and other institutional subscriber information have been submitted and validated online, a message will advise whether registration has been successful. On successful registration there is a waiting period of one business day before you can access the full text.

If validation is unsuccessful, the designated representative will be contacted by our technical staff to obtain further information for manual processing. Please allow up to 2 business days to hear back from us.

(2) Certificate Access

One method of access to full text of The Journal of Rheumatology is through installation on individual computers of a secure certificate. Certificates allow authentication and access to the full text for institutions using dynamic addressing and dial up service.

Following validation of your submitted institutional subscriber information, your designated representative will be E-mailed 4 passwords. Each password will enable installation of one certificate on one computer. Instructions on how to install certificates will also be sent by E-mail at that time. The certificates are issued from our secure server to be user-installed on your machine.

Q: How do I locate my User Name (subscriber number)? I am a paid current subscriber.

A: You will find your User Name (subscriber number) on the original Journal of Rheumatology mailing label of your monthly issue

Note: If you have discarded your mailing label or you subscribe through an agency you may need to contact the Journal business office to obtain your original subscriber number (E-mail : subscriptions@jrheum.com).

Q: I forgot my User Name (subscriber number) and password. How can I retrieve them?

A: Your User Name (subscriber number) appears on your original Journal of Rheumatology mailing label of your monthly print issue. Your password was E-mailed to you when you registered for online access. To retrieve this information please contact us :phone: 416-967-5155, FAX: 416-967-7556, E-mail:subscriptions@jrheum.com Note: If you subscribe through an agency you may need to contact the Journal business office to obtain your original Journal User Name.

Q: How do I change my User Name (subscriber number) or password?

A: When you registered for online access you filled out a registration form with the User Name (subscriber number) shown on the mailing label of your monthly print issue and were sent a password to access The Journal online. To change your User Name (subscriber number) and password, go to the Subscriptions page at this website, select the option User Name/Password Change, and follow the online instructions.

Q: I have just subscribed to The Journal via post/fax/web. How do I register for online access.

A: If you have entered a paid subscription to The Journal of Rheumatology you are eligible for access to full text online. In order to register for online access you must first obtain your User Name (subscriber number). Your User Name appears on the original Journal of Rheumatology mailing label of your print copy. To obtain your User Name sooner you may contact us: phone: 416-967-5155, FAX: 416-967-7556, E-mail:subscriptions@jrheum.com

Q: I am a new subscriber. Why is there a 2 day waiting period from the time I subscribe online to the time I can register for full text access?

A: There is a human element involved. As a rule, new online subscriptions are received in our office each morning and processed that day; then the subscriber registration information is sent to our web technician the following morning and relayed to the new subscriber the same day.

Q: I submitted my registration but I have not had any reply yet and it is beyond the quoted time frame.

A: In completing your registration the E-mail address provided may have been incomplete. Or you may have entered the incorrect Surname or User Name (subscriber number). To verify Surname and User Name information please see the original Journal mailing label of your monthly print copy. (Note: If you subscribe through an agency, you may need to contact the Journal business office to obtain your original Journal User Name.) Please ensure that you have the correct information and re-submit your registration. If you are still unsuccessful contact us for help: phone: 416-967-5155, FAX: 416-967-7556, E-mail: subscriptions@jrheum.com

Q: My registration is taking longer than expected. Why do I have to wait to receive a response to my registration?

A: When a subscriber submits an online registration form the usual turnaround time for Individual subscriptions is 2 hours and for Institution subscriptions it is 5 days. However, registration may take longer if the information submitted is incomplete or incorrect. The information received by our web technician must match against our subscription data. If incorrect information is submitted, the search for matching data takes more time.

2. Viewing previous volumes

Q: I can't locate the full text of Journal of Rheumatology articles for previous years. Are they available online?

A: Full text online in HTML and PDF formats is available beginning with Volume 28, 2001. Previous year online offerings include: tables of contents (1996 to the present); abstracts of articles and full text of editorials (Year 2000). Full text of volumes 1 to 27 is available only in the print version.

Do you have a current copy of Adobe Acrobat Reader? If not, download here http://www.acrobat.com/reader

Does the downloaded file have the .pdf file extension? Occasionally, a browser will add an incompatible file extension, .php or .html. To correct this, simply change the file extension to .pdf after download. You should be able to open it in Adobe Acrobat once the file extension is changed to .pdf.

Q: My credit card is being rejected.

• What charge card are you using? We accept only Visa and MasterCard.
• Have you entered the credit card number with NO SPACES OR DASHES?
• Have you entered the expiry date values for Month and Year correctly (MM/YY)?
• Is your credit card still being rejected? Please email our office for manual processing. Be sure to include the year, month, page and title of the article you wish to purchase. Our email address: subscriptions@jrheum.com

Q: My credit card has been charged, but I can't view my article.

Did you receive our email message? Instructions and links have been sent to you to help you download your PDF. If you did not receive an email, please email help@jrheum.com with the following information:

1. Your name and email address
2. The last 5 digits of your credit card
3. The authorization number displayed on the confirmation screen
4. The "cart" number sent to your email address
5. The year, month, page and title of the article you purchased

Q: I can view the PDF article on my screen. How can I save it to my hard drive?

Even if your computer is set to display PDFs automatically, you can still save the PDF to your hard drive by clicking on the Adobe save icon that appears directly above the PDF on your screen. Do not use the save icon on your browser.

Q. Can I access my PDF from a different computer?

Please retain a copy of the email you received confirming the purchase transaction; it contains the information needed to access your PDF. If you entered an incorrect email address, please note the authorization number and “cart” number of your purchase. This information will allow you to download your article again from http://www.jrheum.com/shop/get.php

Q.  I still need more help!

1. Your name and email address
2. The last 5 digits of your credit card
3. The authorization number displayed on the confirmation screen
4. The “cart” number sent to your email address
5. The year, month, page and title of the article you purchased

Q: I have just subscribed to The Journal Alert Service. Does this entitle me to access full text online?

A: You must be a paid current subscriber to the print version of The Journal to access full text online. Your free subscription to The Journal Alert Service does not include access to full text online.

Q: Are usage reports available?

A: Usage reports are available for multiuser (IP range access) licenses. The administrative contact for the institution is required to register. Confidential usage reports include monthly and daily totals, top articles requested, as well as a breakdown of requests by IP address. Reports can be downloaded in CSV format for import into a spreadsheet. To register you will need the name of institution, valid subscriber number shown on the label of the print copy of The Journal, and your contact email address. You will hear from us after 1 business day. Note: Usage reports are currently unavailable for basic institutional subscriptions.