Frequently Asked Questions
The Internet can be a funny thing sometimes. To help our clients address some of the common problems with their client reports, we have created this FAQ to give them the answers they need.
Table of Contents
- Why can't I get my username and password to work?
- How do I get the client reports to fit on my screen without scrolling?
- Why does my report run over the end of the page when I print it?
- What does the Time Weighted Return (TWR) represent?
- What do each of the client reports show?
- When are the reports updated?
- How do I log off or allow another user to look at their reports?
Why can't I get my username and password to work?
There are many reasons why a username and password combination will not allow you to gain access to your client reports. The most obvious reason would be that you are not entering the correct information. Contact us if you do not think you have the correct username or password. You should also note that passwords ARE case sensitive, which means that the caps lock should most likely be off!
Other reasons that you cannot gain access to your client reports could include the following:
- Your web browser is not setup correctly to support SSL encryption
- You use a proxy connection or firewall not setup properly
- You use an ISP (e.g. America Online, WebTV, etc.) providing its own web browser with customized settings and/or protocols which may conflict with normal SSL traffic
If you suspect any of the these reasons to be the cause of your problem, we suggest contacting your network administrator or Internet service provider. Internet Explorer is the preferred web browser, but Mozilla Firefox will work.
How do I get the client reports to fit on my screen without scrolling?
The client reports use style sheets to create the report format. This means that users of Internet Explorer 5.x or higher should be able to view the reports with its enriched formatting. If you cannot use Internet Explorer 5.x or higher, or you still need help, then please read on.
Most of the client web reports are formatted as tables, kind of like spreadsheets. The database engine which creates these tables defines the total width as a certain number of pixels in length, where each column gets a certain allocation of pixels. Therefore, your ability to fit a client report on your screen will depend on the number of pixels that the report requires, as well as some of the personal settings that you use with your computer, like the display resolution or the font size.
Although most older computers do not support a very high resolution, if you can safely increase your display resolution to 1024x768 or higher, then you should be able to view all the reports without having to scroll over. If your computer does not support this high of a resolution, then you should try to increase the resolution as high as you can or as high as your eye-sight will allow (increasing the resolution will make everything displayed on your monitor smaller).
One of the more simpler ways of making use of your full screen is to view each of the client reports in its own window. This can be done by clicking the icon next to the desired report. This will open the report content in its own window.
Why does my report run over the end of the page when I print it?
When using some older web browsers, some reports tend to be too wide to print in Portrait mode because only a certain number of characters can fit on a printed page. Decreasing the font and switching the printer orientation to Landscape will help, but may not solve the problem for some reports. The best solution is to use Internet Explorer 5.x or higher to view your reports. Some reports are designed using style sheets that enhance the formatting of the web reports, but only newer versions of Internet Explorer currently support this kind of formatting.
What does the Time Weighted Return (TWR) represent?
In the monthly web reports, the measurement of performance is based on the Time Weighted Return or TWR. The TWR is different from traditional performance internal rates of return calculations in that the TWR gives the same weight to time periods, regardless of the amount of money invested. Because the TWR minimizes the effect of cash flows on a portfolio, it is the only calculation that fairly compares the performance of a portfolio to an index. Thus, the TWR answers the question: "If your entire portfolio had been invested on the start date and then left alone (no contributions or withdrawals), what would your performance be?"
What do each of the client reports show?
The client web reports are designed to give you all the information that you may need on a daily, weekly, or monthly basis. Together, the reports allow you to see what each of your accounts are valued, how your portfolio has performed, how you are allocated, and how your account has performed in comparison to some of the major indices.
Here are some more informative links:
When are the reports updated?
The daily reports are updated every business day by 10 a.m. with the previous day's closing values. The Today's Gain/Loss report in particular uses yesterday's investment holdings and updates your stocks with a twenty-minute delayed quote.
The monthly reports are updated toward the beginning of each month after a complete reconciliation has been done with the end of the previous month's closing values.
The Top Stock reports are updated every Monday afternoon. We inform any client via e-mail who wishes to know when the reports have been updated and whether or not there were any new buys or sells that week.
How do I log off or allow another user to look at their reports?
The best way to truly "log off" from our web site is to completely close down your web browser. If other people use your computer, you should always close down the browser and turn off the computer before you leave. However, we do allow you to log off without having to close down everything. This feature can be used if you share your computer with someone who has a separate username and password for the volkersgroup.com website.
Procedure: In the report list, on the left side of the report console, click the "Log Out" link. This should take you to the Volkers Group home page. You can then choose to log in as the new user by clicking back on the Client Access link. It will ask you to supply the other person's username and password information, if you choose to log in as a different user.
There have been problems with changing the user from certain combinations of browsers and operating systems. You may need to close all of your web browsers entirely to successfully log off of the volkersgroup.com website.
Please Note: Changing the user does NOT necessarily erase your confidential information from the computer. To protect your privacy, always close down the web browser entirely and never leave your password available for others to see or use.