On-Line Services

Frequently Asked Questions


Q: Why doesn't the "Print" button work when I register with On-Line Services ?

A: If the "Print" doesn't work, you either don't have access to a printer or you don't have a printer set up with your browser. If you do not have access to a printer when at the Registration - Step 2 of 2 page, select "File -> Save as" and save the html file to your hard drive or floppy. You can open the .html file from there to view your Recovery Questions, Answers and Hints. If you have access to a printer and still wish to print, select "File -> Print" and follow the browser's instructions.


Q: Why do I need to clear my browser cache?

A: When you visit a Web site, information, such as the location of the page, or the URL, is retained in your browser's memory. In order to protect the privacy of your information, you should empty your browser's memory by clearing your cache. This will ensure that your information remains private.


Q: What does it mean when my session times out?

A: The on-line services keeps track of periods of inactivity. If you leave your computer for a long period of time while using this service, you may be asked to login again. This is a security feature to verify your identity and to protect your information.


Q: What browsers are supported by On-Line Services?

A: At this time, you may use the four most common Internet browsers. They are Internet Explorer, Firefox, Safari and Chrome.

  1. Chrome
  2. Firefox
  3. Safari
  4. Internet Explorer

If you use another type of browser software you should check with your software supplier to ensure that your browser has 128-bit secure socket layer (SSL) encryption capability.


Q: What does encryption mean?

A: Encryption is a way of covering important information with a code before it is sent over the Internet so that other machines and people cannot read it. Your encrypted application information will be uncovered or decoded on our protected server once it reaches us.

This on-line service uses encryption to make sure that no illegal person or group will see your personal information. Information from your computer is encrypted before being sent. This changes your information into a format that can be safely sent to us over the Internet. Once the information is encrypted, it cannot be read until it reaches its destination and is decoded, using an encryption key.


Q: What is Secure Sockets Layer (SSL)?

A: Secure Sockets Layer (SSL) is a secure way to transmit personal information from your computer to our Web server. SSL uses encryption, which helps make information sent through the Internet more secure. 128-bit SSL encryption is often used for Internet services, like on-line banking or shopping, for which security of information is important. When you access the personal information part of this on-line service, our server will check your browser's encryption capability.


Q: What is Hypertext Transfer Protocol over Secure Socket Layer (HTTPS)?

A: HTTPS is a Web protocol built into browsers. It encrypts and decrypts user page requests. It also encrypts and decrypts information that is returned by Web servers.


Q: How do I upgrade my browser?

A: Citizenship and Immigration Canada has tested three web browsers that are proven to work with this service. You can link directly to these sites to download or upgrade your version of browser software.

  1. Chrome
  2. Firefox
  3. Safari
  4. Internet Explorer

Note:

Citizenship and Immigration Canada is not responsible for any difficulties or problems in downloading and installing software. Software suppliers are responsible for providing technical support.


Q: How do I logout?

A: When using the on-line service, you will see a logout button at the bottom of the page that you must select to end your session. After selecting the logout button, you will see a screen that tells you about other steps to take to make sure that your information stays private.


Q: Why am I getting a "The page cannot be displayed" message?

A: Check your SSL browser settings. They must be configured to accept SSL 3.0 with 128-bit encryption. See our Security Disclaimer page for instructions.