Frequently Asked Questions & Troubleshooting

When I click "Print" on the HEP Editor page, the PDF page to print with the exercises I selected on it is not appearing. What can I do?

When the "Print" button is clicked on the HEP Editor page, a new window should appear with a PDF created of your home exercise program so that you can print it, save it to file and other PDF options.

In order to create the PDF your browser needs to allow PDFs to open in new tabs. Sometimes the browsers have extensions installed in them that is preventing this. A quick way to check if an extension is causing this is to set the browser in a private type of mode (each browser has a different name for this mode. See below). This will disable all extensions so you can see if printing works.


Using Chrome
Open an "Incognito Window". Start Chrome and click the 3 vertical dots button at the top right corner of the window. Click "New Incognito Window" and then try printing an HEP. Alternatively, you can press Command+ Shift + N to bring up a new incognito window without entering the Chrome settings menu. You can tell if you are in "Incognito Mode" by the mask icon and the words "Incognito Mode" at the top right of the browser.

Using Safari
Launch a "New Private" window. Choose File > New Private Window. Alternatively you can use the keyboard shortcut Shift+Command+N

Using Firefox
To enable private browsing in Firefox, click on the 3 horizontal line button at the top right and then select "New Private Window". You can also use the keyboard shortcut Commnad+ Shift+P . You will be able to tell you are in private mode because of the mask located in the top right of the window.

Once you determine that the printing works in private type mode, then it is likely that one of the extensions installed in your browser is causing the error. Ideally you will want to disable the extension for that is causing the error so that you do not need to enter into private mode every time you use the site.

A well known extension that causes this error is McAfee. If you are running McAfee you can go into the McAfee settings and enable PDFs to open in new tabs/windows and then printing should work.

If you are having other printing errors, please contact us so we can help.



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