Troubleshooting
 
Due to the wide variety of browsers, firewalls, security settings, etc., it is difficult to accommodate all possible user configurations. Consequently you may encounter problems when accessing CAD, eStore, or other elements of our site. Below is a list of common and reported problems and their solutions. If you encounter any other difficulties using our site, please call customer service at 1-800-877-8351 for assistance.
 
I'm trying to get a CAD model. I clicked on the part number and I'm on a page that says "Item Detail," but I don't know how to get the CAD file.
 
If you are trying to get CAD, do not click on the part number, click on the red CAD button below the part number. That will take you to the CAD log in screen. Click on the "New Account" button and go through the simple one-time registration process, then you will be able to access the CAD models for that part number.

 

I have created an account but I can't log in to the CAD area with the log in information I have.
 
If you created an account for our estore, that is a separate log in from the one for our CAD area. Your estore log in will not work in the CAD area. Please go through the brief, one-time registration in the CAD area by clicking on the "New Account" button on the CAD log in screen. Once you are registered for CAD, all you need to log in to the CAD area is to enter your email address.

 

When I try to use the CAD viewer on the site to view a CAD model, during the download of the image the progress bar stalls. The model never appears.
 
This problem can occur if you are using Microsoft Internet Explorer or Firefox for your browser, and do not have the most current version of Adobe Reader installed on your computer. To upgrade your Adobe Reader, visit this page.

 

When I try to log in to the CAD area, I enter my email address and hit enter. The field goes blank but my browser doesn't advance to the part I want to download. -OR- When I hit enter, I get an error message concerning my login, but I know I typed in the correct email address.

After you have typed in your email address and hit enter (and the email address field has gone blank, or you have gotten the error message), try clicking on the button in your browser that refreshes the page. This will bring up the download page you are trying to access. Once you are logged in, the other part numbers' download pages should come up properly. However, if you encounter the problem again, simply use the refresh button to bring up the page.

 

I logged in to the CAD area successfully but my computer is not allowing me to download the model I need.

 

If you cannot download the model you should contact your company's system administrator for assistance. To get the model you require, you may call customer service at 1-800-877-8351, or send an email to sales@jwwinco.com. Provide your email address, the series name and part number of the part, and the CAD format you require, and we will be happy to email you the file.

 

I clicked on a part number to get pricing and got a "page not found" error.

 

There may be an error on the webpage. Please call customer service at 1-800-877-8351 for assistance and to report the problem.

 

I clicked on a part number to get pricing and got an error other than "page not found."

 

There may be a brief interruption in service on our server. Please call customer service at 1-800-877-8351 for assistance and to report the problem.

 

I clicked on a CAD button and got an error message instead of reaching the CAD download area.

 
There may be an error on the web page. Please call customer service at 1-800-877-8351 or send an email to sales@jwwinco.com for assistance and to report the problem. Until the error is corrected, we would be happy to provide the model to you by email. Provide your email address, the series name and part number of the part, and the CAD format you require.

 

I can't get the estore to accept my credit card.
 
The two most common errors that cause this problem are: (1) You put spaces in your credit card number (the system requires no spaces) or (2) You did not use the MM/YYYY (2 digit month-4 digit year) format for the expiration date.
 
I'm using the Google Chrome browser and I can't get the drop down menus to function properly.
 
There is a known bug with older versions of Google Chrome that causes the menus to disappear when you mouse over them to make a selection, unless you move your mouse pointer very quickly. Upgrading to the latest version of Chrome will solve this problem. Other options are: (1) switching to another browser (i.e., MSIE, Firefox, Safari); (2) find what you are looking for using our search engine; (3) Use our site map to access any area of the site you need.
 
 

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