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FEDPAY for Government Vendors

Frequently Asked Questions

General Questions

  1. What are the minimum system requirements?
  2. What are the supported browser configurations?
  3. How do I find whether my browser has 128-bit encryption?
  4. How do I find whether my browser has SSL (Secure Socket Layer) v3.0 enabled?
  5. Do any ports have to be opened if my company uses a firewall?
  6. What are the prior requirements?
  7. Do I need to comply with prior requirements stated under 'First Time User' link at the application home page when accessing the application for the first time on each computer?
  8. How do I find and access the users guide?
  9. How do I find the help desk contact information?
  10. What should I do before and when contacting the help desk?
  11. What are the hours of system availability?

Plug-in Questions

  1. Why do I need Java Runtime Environment plug-in?
  2. Do I need to download specific version of Java plug-in?
  3. How do I download Java plug-in?
  4. During Java plug-in download process, I am prompted with an option to select 'Typical Install' or 'Custom Install'. What should I select?
  5. How do I know the Java plug-in has been downloaded successfully?
  6. Does existence of different Java plug-in versions on user's computer can negatively impact application access?
  7. What is the consequence of incorrect and/or incomplete install of Java plug-in?
  8. How do I know the Java plug-in install was done correctly and completely?
  9. How do I know what is the highest version of Java plug-in installed on my computer?
  10. How do I turn off automatic updates to Java?

Register and Login Questions

  1. Does the browser session used to register or login to the application should remain open and untouched until exit or log out?
  2. Do I need to register to access the application?
  3. Do I need each user in my company to register for accessing the application?
  4. How long does it take to process my registration and receive feedback?
  5. I received the email with my userid but did not receive the email with my initial or reset password. What should I do?
  6. Do I need to register when accessing the application for the first time on each computer?
  7. Is the only way to login to the application is by clicking 'Log In' link at the application home page?
  8. When I try to register or login, nothing happens. Why?
  9. When I try to register or login, I received message "Page cannot be displayed". What should I do?
  10. When I try to register or login, I received display of X or message "Java applet load failed" or "Oracle.forms.engine.Main notinited" or "FRM-92101: There was a failure in the Forms Server during startup. This could happen due to invalid configuration." or "FRM-92102: A network error has occurred." or "FRM-92120 Registry file is missing." or message starting with "FRM-92". What should I do?
  11. After clicking register or login, I am prompted with a question on the security warning box about application's digital signature reading as 'Do you want to run the application?'. What should I do?
  12. During login, I received an error stating "Error or Exception 12154 raised" What should I do?
  13. I am unable to pass through the login form successfully to access the application due to my userid is locked or my password is expired or my password is forgotten. What should I do?
  14. How can I update contact information on my registration record after my registration has been processed?
  15. During login, I received an error stating "ClassNotFoundException" What should I do?

Report Questions

  1. When I click on report in the application, nothing happens. Why?
  2. When I click on report in the application, I receive an error message stating 'Internet Explorer cannot download pdf&mode=bitmap'. What does this mean?
  3. When I click on report in the application, I receive an Adobe Reader message stating 'Adobe Reader could not open '*.fdf' because it is either not a supported file type or because the file has been corrupted (for example, it was sent as an email attachment and wasn't correctly decoded)'. What should I do?
  4. When I click on report in the application, I receive a File Download message stating 'Do you want to save this file?'. What should I do?

General Questions and Answers

  1. What are the minimum system requirements?

    Windows 95, 98, NT, 2000, XP
    Pentium 400 MHz or better
    30 MB free hard disk space

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  2. What are the supported browser configurations?

    The supported browser configurations are Internet Explorer v6.0 or higher. We recommend that you comply with minimum system requirements and use the supported browser configurations stated above with 128-bit encryption and SSL (Secure Socket Layer) v3.0 enabled when accessing this application.

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  3. How do I find whether my browser has 128-bit encryption?

    You can find by doing the following:

    a. Select 'Help' from Internet Explorer browser menu
    b. Select 'About Internet Explorer'
    c. Verify Cipher Strength reads as 128-bit

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  4. How do I find whether my browser has SSL (Secure Socket Layer) v3.0 enabled?

    You can find by doing the following:

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Click 'Advanced' tab
    d. Scroll down to the Security setting
    e. Verify the option 'Use SSL 3.0' is checked

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  5. Do any ports have to be opened if my company uses a firewall?

    No, just the standard outbound ports namely 80 for http and 443 for https (secure) have to be opened. Please contact your technical support staff if you need assistance.

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  6. What are the prior requirements?

    The prior requirements can be found by clicking on 'First Time User' link at the application home page.

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  7. Do I need to comply with prior requirements stated under 'First Time User' link at the application home page when accessing the application for the first time on each computer?

    Yes.

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  8. How do I find and access the users guide?

    Users Guide can be found within the application online and it can be accessed by selecting the Users Guide option under the Help menu.

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  9. How do I find the help desk contact information?

    Click 'Contact Us' link at the application home page.

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  10. What should I do before and when contacting the help desk?

    Before contacting the help desk to report an issue or problem or ask question that you may have when accessing this application, please first review the FAQ section by clicking on such named link at the application home page and see if the issue or problem has been already addressed and/or the question has been already answered. If not, contact us by indicating specifics like the browser name and version used, Java plug-in version used, sequence of events leading up to the issue or problem being reported and provide any message displayed in a screenshot or text format and/or describe browser behavior seen in that regard that will help us with troubleshooting.

    When contacting the help desk, please specify applicable information along with your userid that will help us with locating your record quickly in the system.

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  11. What are the hours of system availability?

    The System will be available from Monday to Friday excluding Government Holidays from 6:00 AM to 5:55 PM central time with exception to the first business day of each month where it will be available from 12:00 PM to 5:55 PM central time.

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Plug-in Questions and Answers

  1. Why do I need Java Runtime Environment plug-in?

    Oracle Forms requires the use of Java Runtime Environment (JRE) client desktop plug-in to run.

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  2. Do I need to download specific version of Java plug-in?

    No, as the application is configured to use the highest version of Java plug-in found on user's computer. However, the user's computer should have the required minimum or higher version of Java plug-in as stated under 'First Time User' link at the application home page.

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  3. How do I download Java plug-in?

    Please refer to the information stated under 'First Time User' link at the application home page.

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  4. During Java plug-in download process, I am prompted with an option to select 'Typical Install' or 'Custom Install'. What should I select?

    Select 'Typical Install'.

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  5. How do I know the Java plug-in has been downloaded successfully?

    A message display in a box indicating 'Plug-in has been downloaded successfully' or 'Installation is complete'.

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  6. Does existence of different Java plug-in versions on user's computer can negatively impact application access?

    No, as long as those Java plug-in versions have been correctly and completely installed.

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  7. What is the consequence of incorrect and/or incomplete install of Java plug-in?

    Incorrect and/or incomplete install of Java plug-in may negatively impact application access and/or its behavior.

    Some examples of incorrect and/or incomplete install of Java plug-in are attempt to download plug-in without having the privilege to do so or automatic push or update of plug-in that did not get pushed or updated properly.

    The resolve steps for incorrect and/or incomplete install of Java plug-in is to de-install and re-install the plug-in correctly and completely. It is the responsibility of user and/or their technical support staff to make sure that the installation of Java plug-in is done correctly and completely.

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  8. How do I know the Java plug-in install was done correctly and completely?

    You can know from the following:

    A message display in a box indicating 'Plug-in has been downloaded successfully' or 'Installation is complete'.

    Launch the application or program that uses the Java plug-in version you would like to verify and see if it works okay without any errors relating to that plug-in version.

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  9. How do I know what is the highest version of Java plug-in installed on my computer?

    You can know by doing the following:

    a. Click 'Start' menu on Windows taskbar and select 'Control Panel' by clicking on it. If you do not find 'Control Panel' directly under 'Start' menu, then you should find it under 'Settings' under 'Start' menu.

    b. Locate an entry named 'Java' on Control Panel window and double click on it.

    c. Click 'About' button found under 'General' tab and under section labeled 'About' on Java Control Panel window to view Java plug-in version information.

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  10. How do I turn off automatic updates to Java?

    Please do the following by coordinating with your technical support staff for assistance as needed.

    a. Click 'Start' menu on Windows taskbar and select 'Control Panel' by clicking on it. If you do not find 'Control Panel' directly under 'Start' menu, then you should find it under 'Settings' under 'Start' menu
    b. Locate an entry named 'Java' on Control Panel window and double click on it
    c. Click 'Update' tab on Java Control Panel window
    d. Uncheck box labeled 'Check for Updates Automatically'
    e. Click 'Apply' button
    f. Click 'OK' button

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Register and Login Questions and Answers

  1. Does the browser session used to register or login to the application should remain open and untouched until exit or log out?

    Yes, it is required that the browser session used to register or login to the application remains open and untouched i.e. not used for anything else until exit of the registration form in case of register or until log out of the application in case of login. The reason for this is due to application dependency on the browser session that launched the application. Failure to keep the browser session used to register or login to the application open and untouched may negatively impact on the application behavior.

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  2. Do I need to register to access the application?

    Yes, you must register to access the application by clicking on 'Register' link at the application home page after complying with prior requirements stated under 'First Time User' link at the application home page.

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  3. Do I need each user in my company to register for accessing the application?

    Yes. We recommend not sharing userid and/or password due to security reasons and in that each user should register individually as needed to receive their own userid for accessing the application.

    We also recommend not disclosing password to anybody including us due to security reasons as the password is for user eyes only.

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  4. How long does it take to process my registration and receive feedback?

    Normally it takes 1 to 2 business days. Upon successful processing, you will receive your userid and initial password for application access by email only to the address found on your registration record. If you have not received feedback from us in 2 business days since your registration, then contact our help desk for assistance.

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  5. I received the email with my userid but did not receive the email with my initial or reset password. What should I do?

    If you did not receive the email sent with your initial or reset password in your Inbox, please look for that email in your other mail folders like Junk Mail for example.

    If you still do not see the email, please verify if you have a mail option setting checked to delete Junk Mail immediately and if so uncheck that setting and apply such change by coordinating with your technical support staff for assistance as needed. Once that is done, reset your account by clicking 'Forgot Password' button on the login form and following the prompt for the system to generate and send another email to you with your reset password upon successful reset and then look for that email sent in all your mail folders like Inbox and Junk Mail for example.

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  6. Do I need to register to access the application for the first time on each computer?

    No, as you should be able to access the application with your current userid received as a result of having previously registered.

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  7. Is the only way to login to the application is by clicking 'Log In' link at the application home page?

    Yes.

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  8. When I try to register or login, nothing happens. Why?

    Most likely, your computer does not have the required minimum or higher version of Java plug-in. Please refer to the information on Java plug-in download stated under 'First Time User' link at the application home page.

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  9. When I try to register or login, I received message "Page cannot be displayed". What should I do?

    Most likely, your browser does not have SSL (Secure Socket Layer) v3.0 enabled. Please do the following:

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Click 'Advanced' tab
    d. Scroll down to the Security setting
    e. Check the option 'Use SSL 3.0' if not already checked
    f. Click 'Apply' button
    g. Click 'OK' button

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  10. When I try to register or login, I received display of X or message "Java applet load failed" or "Oracle.forms.engine.Main not inited" or "FRM-92101: There was a failure in the Forms Server during startup. This could happen due to invalid configuration." or "FRM-92102: A network error has occurred." or "FRM-92120 Registry file is missing." or message starting with "FRM-92". What should I do?

    Please take the following steps in order stated below by coordinating with your technical support staff for assistance as needed.

    Step 1: Verify that SSL v3.0 option is checked in Java Control Panel by taking the steps stated below.

    a. Click 'Start' menu on Windows taskbar and select 'Control Panel' by clicking on it. If you do not find 'Control Panel' directly under 'Start' menu, then you should find it under 'Settings' under 'Start' menu
    b. Locate an entry named 'Java' on Control Panel window and double click on it
    c. Click 'Advanced' tab on Java Control Panel window
    d. Locate setting named 'Security' and click on the plus sign prefixing it to show options
    e. Verify the option 'Use SSL 3.0' is checked and if not check it
    f. Click 'Apply' button
    g. Click 'OK' button
    h. Proceed to next step stated below

    Step 2: Close your browser session.

    Step 3: Open a new browser session and try the register or login action freshly by clicking on such named link at the application home page and see if it works okay. If not, proceed to next set of steps stated below.

    =================================================================

    Step 4: Re-start your computer.

    Step 5: Open a browser session.

    Step 6: Clear your browser temporary Internet files to have a fresh start by taking the steps stated below.

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Click 'Delete Files' button found under 'General' tab and under middle section labeled 'Temporary Internet Files'
    d. Click 'OK' button on Delete Files confirmation box
    e. Upon completion of delete files, click 'OK' button on Internet Options window
    f. Proceed to next step stated below

    Step 7: Close your browser session.

    Step 8: Open a new browser session and try the register or login action freshly by clicking on such named link at the application home page and see if it works okay. If not, proceed to next set of steps stated below.

    =================================================================

    Step 9: Clear your Java temporary Internet files to have a fresh start by taking the steps stated below.

    a. Click 'Start' menu on Windows taskbar and select 'Control Panel' by clicking on it. If you do not find 'Control Panel' directly under 'Start' menu, then you should find it under 'Settings' under 'Start' menu
    b. Locate an entry named 'Java' on Control Panel window and double click on it
    c. Click 'Delete Files' button found under 'General' tab and under section labeled 'Temporary Internet Files' on Java Control Panel window
    d. Click 'OK' button on Delete Files confirmation box
    e. Upon completion of delete files, click 'OK' button on Java Control Panel window
    f. Proceed to next step stated below

    Step 10: Close your browser session.

    Step 11: Open a new browser session and try the register or login action freshly by clicking on such named link at the application home page and see if it works okay. If not, contact us by indicating specifics like the browser name and version used, Java plug-in version used, sequence of events leading up to the issue or problem being reported and provide any message displayed in a screenshot or text format and/or describe browser behavior seen in that regard that will help us with troubleshooting.

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  11. After clicking register or login, I am prompted with a question on the security warning box about application's digital signature reading as 'Do you want to run the application?'. What should I do?

    Please do one of the following:

    Option 1: Click 'Run' button.

    Option 2: Check the box labeled 'Always trust content from this publisher' with publisher being Oracle and then click 'Run' button.

    Note: The difference between the two options stated above is that option 1 may prompt you with same security warning box again at a later time whereas option 2 will not.

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  12. During login, I received an error stating "Error or Exception 12154 raised"?

    Although there could be various causes for generic error or exception 12154, one of them could be the usage of '@' symbol in the password box during login. The '@' symbol is not one of the allowed special characters due to its sensitivity and hence cannot be used in the password.

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  13. I am unable to pass through the login form successfully to access the application due to my userid is locked or my password is expired or my password is forgotten. What should I do?

    Click 'Forgot Password' button on the login form and follow the prompt to reset your account. The reset information after successful processing of your reset request will only be sent to the email address found on your registration record. If you are unable to reset your account successfully after your attempts to do so, then email help desk with request to reset your account by specifying your userid and you will receive a response only by email to the address found on your registration record.

    If you have a situation where the email address on your registration record has become outdated or invalid and you didn't change it to be current or valid, then you will no longer be able to receive the email with the reset information and/or any other communications that we may send you as needed. To resolve such situation, you need to contact our help desk with request to drop your existing userid and re-register with your current information by clicking on 'Register' link at the application home page to receive new userid to regain access.

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  14. How can I update contact information on my registration record after my registration has been processed?

    You can update your contact information as needed within the application online by selecting 'Update My Registration Info' option under the Profile menu. We recommend that you select the above option periodically to verify and ensure that the contact information on your registration record is accurate. Particular attention should be made to the email address since it is used as a primary communication mode.

    If you have a situation to update any other information besides contact information on your registration record such as your name or company name, then you need to contact our help desk with request to drop your existing userid and re-register with your current information by clicking on 'Register' link at the application home page to receive new userid to regain access.

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  15. During login, I received an error stating "ClassNotFoundException" What should I do?

    Step 1 - Modify Java settings

    1. Open Java Console:

    a. Click START
    b. Click Control Panel
    c. Click Programs
    d. Click Java Icon

    2. Click on Advanced Tab

    3. Scroll down toward the botton to where you see: "Use TLS 1.0", "Use TLS 1.1", and "Use TLS 1.2" check boxes

    4. Set the settings for these buttons as follows:
    a. Check Use TLS 1.0
    b. Uncheck Use TLS 1.1
    c. Uncheck Use TLS 1.2

    5. Click Apply

    6. Click OK to exit Java Console pop up window

    Step 2 - Modify Internet Explorer (IE) settings

    1. Open your IE browser:

    2. Click Tools > Internet Options (at the top of your browser window)

    3. Click on the Advanced tab

    4. Scroll down toward the botton to where you see: "Use TLS 1.0", "Use TLS 1.1", and "Use TLS 1.2" check boxes

    5. Set the settings for these buttons as follows:
    a. Check Use TLS 1.0
    b. Uncheck Use TLS 1.1
    c. Uncheck Use TLS 1.2

    6. Click Apply

    7. Click OK to exit Internet Options pop up window

    8. Close all browser sessions

    9. Open new browser session

    10.Clear IE Cache (For Help with this action see FAQ 10 (Step 6) under "Register and Login Questions")

    11.Clear Java Cache (For Help with this action see FAQ 10 (Step 9) under "Register and Login Questions")

    12.Open a new browser session and try the register or login action freshly by clicking on such named link at the application home page

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Report Questions and Answers

  1. When I click on report in the application, nothing happens. Why?

    You most likely have a pop-up blocker. The reports in the application are brought up in a new browser window like a pop-up. Please take the steps stated under 'First Time User' link at the application home page to resolve issues related with pop-up blocker and run the report freshly in the application. If the pop-up blocker issue is still not resolved, then you can utilize the options stated below for getting the report to display. Please contact your technical support staff if you need assistance.

    Option 1:

    a. Select "Tools" menu from Internet Explorer browser
    b. Select "Pop-up Blocker"
    c. Select "Pop-up Blocker Settings"
    d. Type '*.gsa.gov' without quotes in the box labeled "Address of Web site to allow"
    e. Click "Add" button
    f. Verify that the box labeled "Allowed sites" shows the entry added in step above
    g. Click "Close" button to close Pop-up Blocker Settings window
    h. Run the report freshly in the application

    Option 2:

    a. Select "Tools" menu from Internet Explorer browser
    b. Select "Pop-up Blocker"
    c. Select "Turn Off Pop-up Blocker"
    d. Run the report freshly in the application

    Option 3:

    a. Launch Adobe Reader directly or by opening any PDF file
    b. Select "Edit" menu from Adobe Reader
    c. Select "Preferences"
    d. Select Category "Internet"
    e. Check box labeled "Display PDF in browser"
    f. Click "OK" button
    g. Run the report freshly in the application

    Option 4:

    a. Press and hold the 'Ctrl' key on your keyboard while clicking on report in the application
    b. If you are prompted along the way by File Download alert as 'Do you want to open or save this file?', then uncheck box labeled 'Always ask before opening this type of file' and then select 'Open' choice to continue
    c. Release pressing and holding the 'Ctrl' key after the report window is displayed
    d. Run the report again freshly in the application but this time without pressing and holding the 'Ctrl' key to check and see if you still have a need to hold the 'Ctrl' key to display report window especially if you have responded to File Download alert as stated above

    Note: The difference between options 1 and 2 stated above is that option 1 will allow pop-ups only for GSA Web site whereas option 2 will allow pop-ups for any Web site.

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  2. When I click on report in the application, I receive an error message stating 'Internet Explorer cannot download pdf&mode=bitmap'. What does this mean?

    Your browser may not be setup to open Adobe Portable Document Format (PDF) files. First, check to ensure that Adobe Reader is installed on your computer. If it is installed, then try the following:

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Click 'Advanced' tab
    d. Scroll down to the Security setting
    e. Uncheck the option 'Do not save encrypted pages to disk'
    f. Click 'Apply' button
    g. Click 'OK' button

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  3. When I click on report in the application, I receive an Adobe Reader message stating 'Adobe Reader could not open '*.fdf' because it is either not a supported file type or because the file has been corrupted (for example, it was sent as an email attachment and wasn't correctly decoded)'. What should I do?

    You need to make some changes to your browser settings. Please do the following:

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Under 'General' tab, click on 'Settings' found in the middle section labeled 'Temporary Internet Files'
    d. Select option 'Automatically' for 'Check for newer version of stored pages:'
    e. Click 'OK' button on Settings window
    f. Click 'OK' button on Internet Options window

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  4. When I click on report in the application, I receive a File Download message stating 'Do you want to save this file?'. What should I do?

    You need to make some changes to your browser settings. Please do the following:

    a. Select 'Tools' from Internet Explorer browser menu
    b. Select 'Internet Options'
    c. Click 'Advanced' tab
    d. Scroll down to the Security setting
    e. Uncheck the option 'Do not save encrypted pages to disk'
    f. Click 'Apply' button
    g. Click 'OK' button

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Privacy and Security Policy
Last Modified 01.20.2012