Support
Grants Network has been built according to the highest of Internet standards for web-based applications. The application is accessible by the standard browsers and utilizes no unique plug-ins or unusual technology. With the vast differences in network configuration maintained by our subscribing organizations, eCivis has identified a few steps that may improve the end-user’s experience.
The recommendations and common end-user questions listed below are provided for our subscribers’ convenience as an initial resource for technical support. As always, our Client Services team is available to assist with any technical issues that our subscribers may encounter.
Recommended Settings
Network Settings, Firewalls, Virus Protections:
- Allow the web sites by domain names
- *.ecivis.com (asterisk – dot – ecivis – dot – com) should allow all domains utilized by eCivis
- For a more specific list of domains, please contact Client Services
- Allow the web sites by IP:
- There are numerous IPs utilized by Grants Network. For a complete and up-to-date listing of the specific IP addresses, please contact Client Services
- Allow session cookies for *.ecivis.com
End User Browser Settings
Although accessible by most standard browsers, Grants Network has been extensively tested using Internet Explorer 6.1 and higher, as well as Firefox 1.2 and higher. The following settings should be utilized- Enable session cookies
- Add *.ecivis.com as a trusted site
- Enable Javascript
- Flash 8.0+, Adobe Acrobat Reader 7.0+ are standard plug-ins that are useful when working with Grants Network
Technical Support FAQ
Login Issues
Q: When I login in I see: Error: Your client account is expired. Please contact Client Services.A: Please contact Client Services at 1-877-232-4847. There may be an issue with your subscription.
Q: I requested a temporary password, but the one I received in the email isn’t working.
A: It can take several minutes for a temporary password to be generated and sent out via email. Sometimes users experiencing a delay may request a temporary password more than once. If you make the request several times, you will receive a new temporary password in each email. Only the LAST temporary password will be valid.
Q: I can login, but when I click on any link, I get sent back to the login page.
A: This is usually due to a network setting, or browser issue, please refer to the Recommended Settings section above. If your IT person confirms the network settings and all your browser settings match the recommendations, please contact Client Services for further assistance.
Q: After login, I just get a blank page.
A: This is usually due to a network setting, or browser issue, please refer to the Recommended Settings section above. If your IT person confirms the network settings and all your browser settings match the recommendations, please contact Client Services for further assistance.
Q: I can login, but I can’t seem to download any of the attached files in the system
A: Please contact Client Services at 1-877-232-4847
Email Issues
Q: I was told my account was created, but I never received a Grants Network Welcome email.A: Try using the “Forgot Password” link below the login screen, a new email should be sent. If you do not know receive the second email, contact Client Services for further assistance.
Q: I’m not receiving ANY emails from Grants Network
A: If other people in your organization are receiving emails from eCivis/Grants Network, Check your junk mail folder check and be sure to add “ecivis.com” to your safe senders list. You may also want to check your account information and make sure your email address is correct. If everyone in the organization is not receiving emails, you may want to make sure your IT team has white listed “eCivis.com” in your mail server/spam filters. If you still have problems, please contact Client Services.
Not finding the answer your looking for?
Please complete our short Technical Assistance Request Form, and our Client Services team will get back to you shortly. Or call Client Services directly at 877-232-4847.
Processing...