FAQ. 2. Getting error message on the left side corner at the bottom of the page: Error on Page and don t get the next screen. What is this?

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1 FAQ 1. Site does not open. Please check your internet connectivity first. Try to open any other site. If you are getting error message regarding C1sign component, check your browser settings whether they are as per the manual. For e.g. You should add the site to your trusted sites and you should make necessary browser settings for the trusted sites zone. Particularly check wherever there is word Active X Control you need to enable the option. Also enable all scripting and java related options. Disable the option Use popup blocker. To go to the site and download the manual, type the full path of the home page of the site which is: Download manuals from the links 1. New User Instruction Manual 2. Vendor Instruction manual. 3. You can also Download Java from downloads if Java is not installed on your machine, ensure to have the same version or higher as specified on the site HPCL should check the following as well Tools -> Internet Options -> Connections -> Lan Settings -> Advanced -> remove *.hpcl.co.in till the semicolon. 2. Getting error message on the left side corner at the bottom of the page: Error on Page and don t get the next screen. What is this? This typically happens 1. During Enrollment after clicking on Submit button or 2. when clicked on Login button after you enter the password. Check whether you have installed Java Runtime Environment. This you can check by going to Start Settings Control Panel Add or Remove Programs. Check in the list whether Java Runtime Environment exists. If it is not there please download it from the link given in Download link on the homepage. If the issue still persists, uninstall java runtime environment, restart the computer, Install Java Runtime Environment again. 3. What is Digital Certificate? what is it used for? Digital certificate is an electronic certificate (it is a software) which authenticates your login and used for data encryption for enhanced security of data. There are certifying authorities such as TCS, MTNL, SIFY, N-Code Solutions from whom you can get a digital certificate after paying their respective charges and providing them required documents.

2 It is used for signing the data during bidding. It also help you encrypt and decrypt your data. Data signed and encrypted through DC is highly secured. For more details please refer DC process in the manual available on the home page. 4. Getting the message: Kindly check Certificate availability : There is some problem with your certificate. Most likely reason is you have not installed it on your pc. Open internet explorer Go to Tools- Internet Options Click on Content Click on Certificates Check whether it is under Personal and shows your name (Name of the person to whom the certificate is issued.) If the certificate is there select the certificate and click on View If it shows any message like Windows does not have enough information about this certificate then click on Certificate Path tab. Check whether all the corresponding certificate chain files (which is hierarchy of the certificate) are present. If they are not present then get them and install them from the respective sources (from where you have purchased the certificate). Certification Path tab should show the message This certificate is OK. Also check the validity of the certificate. If it is expired then it is of no use and needs to be renewed. Note : C1 India provide Digital Certificate through N-Code Solutions 5. Getting the screen Your registration is pending for approval What does this mean? This means you have Enrolled successfully on E-proc site but you have not yet been approved by HPCL. In this case contact HPCL Vendor Administrator to get your registration approved. 6. Where should I contact to find Vendor Administrator? You should contact Vendor Administrator from the following departments 1. Marketing 2. Mumbai Refinery 3. Visakh Refinery For example: If you are registered with Mumbai refinery you should contact in Mumbai refinery. If you are registered with HPCL Marketing, you should contact there. 7. During Bidding, Generate key shows error message : Go to Edit Bid Item Forms. You will get an option to generate key there as well. This should solve your problem. Also Go to Tools Internet Options General- >Settings View Objects Delete all c1sign files and java files from there. Also delete temporary files and cookies. Close all browser window and login again. 8. What precautions should I take while downloading certificate?

3 Do not download certificate on Windows Vista operating system, download on XP or windows 2000 server only. You must report immediately to concerned certification authority if you get error while downloading the certificate. Follow all the instructions given by the certification authority from where you have purchased this Certificate. 9. Bidding: After clicking on proceed, message is shown that please edit the form. What does this mean? This means you have not edited all the forms in Edit Bid Common Forms / Edit Bid Item Forms / Edit Price Bid. You must Edit all the forms before proceeding or system won t allow you to proceed further. 10. Bidding: Error occurs during any Document upload. Check your file size and extension of the file. If the file size exceeds then mentioned size or if file extension is not right it will show you such error messages. Also check whether you have added to the trusted site with all ActiveX controls enabled 11. How do I use Rework option?: You can use Rework option and modify your bid ONLY if you have not submitted the respective form. Once you submit the form you cannot edit it. However in such case if you want to edit the bid after you submit all the forms, complete the procedure to submit your bid (Final Submit). Go to tender again and you will get an option to edit the bid. You can Edit your Bid any time and any number of times till the bidding date and time is available. 12. How many times I can Edit my bid? You can Edit your Bid any number of times TILL THE DUE DATE & TIME. Once you edit the bid and submit it, it will be replaced with your previously submitted bid. Your last Final Submit bid will get considered always. 13. When do I get intimation by mail? a) When you get a challenge phrase during enrollment b) When a Limited Tender is floated to you c) When your password is reset. (Forgot Password option) d) When HPCL sends you any query during Technical Evaluation e) Technically rejected f) When there is Corrigendum in a Tender. 14. Bidding: While selecting the certificate if you are getting Automation server can t create object?

4 Check user browser settings go to Tools Internet Options Settings Custom Level Reset custom settings to Low. 15 Bidding: If you are getting white screen blank while editing forms? Check user browser settings go to Tools Internet Options Advanced Security put tick mark in Use SSL 2.0 Use SSL Bidding: If you are unable to Generate Key? Open control panel of Java General Temporary Internet Files Delete Files Advanced Security put tick mark in Use SSL 2.0 Use SSL Bidding: How to confirm my Bid is submitted in all respects? You can use option Bid View Own Bid View Get Envelope Receipt Here you should check whether Hash Message is generated or not against the Envelopes and also the Bid Submission Time. 18. How do I confirm my tenders are submitted without any problem? After submitting your tender successfully, you will get a receipt mail providing the status of the submission. 18. Can I view others Technical Bid? You will receive the comparative statement of Technical Evaluation in others Bid View. 19. How do I confirm that Technical Evaluation is unbiased? As you are provided with the comparative statement of all the bidders who have participated. You can verify it for yourself and compare 20. Is the password secured? Password is encrypted at the database level. It is known only to you. Even the System Administrator does not know your password. As a part of the security policy, we advise you to change the password frequently. 21. How do I change my password? After logging into your account, you will find an option to Change the Password. You can also Edit your profile using edit profile option. 23. I've lost my password. How can I retrieve it? Click on "Forgot Password" and answer the question, your password will get reset and you will receive a mail with the new password on the mail id provided in the system

5 24. How my personal details are being used? Your details are used for the following 1. Your Enrollment Approval 2. If Buyer (HPCL) needs to contact you through mail / phone / fax 3. Certificate Verification