UHC-iEnroll Offline Software Frequently Asked Questions

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1 UHC-iEnroll Offline Software Frequently Asked Questions Q. How do I know if I am picking the right application from the drop down my paper form doesn t look like this? Please contact the Producer Help Desk at Q. I tried loading the software but I keep getting an error message. Please note what the error message says and call the Producer Help Desk at Make sure that you are using Internet Explorer to download the software, rather than Firefox, etc. Internet Explorer needs to be set as your default browser in your Set Program Access and Defaults section of Windows. Q. How do I get the UHC-iEnroll offline software loaded onto my computer? Open up Internet Explorer and type in the following web address: https://eenroll.uhc.com/offlineclient/software/publish.htm User Guide located at 1. Login with Username and Password 2. Click on Online Enrollment 3. Click on eenrollment Download OnDemand users: 1. Log into OnDemand 2. Click on the Offline Enrollment Alert on My Homepage. 3. In the Alert detail page, click the link next to Additional Information. 4. Follow the instructions in the UHC-iEnroll offline software Installation and Usage Guide. Q. I share a laptop with another person. Can we both use the software? Yes you can. Please see the section below that best matches your situation: You each log into the computer using your own separate user account. o You must install the UHC-iEnroll offline software under your own user accounts. When you do this, you will each be able to use your own copy of the software. Keep in mind that applications saved under one account will not be accessible by any other account, even on the same computer. You share a single user account or your computer does not prompt for a user account. o The UHC-iEnroll offline software needs to be installed once. You each need to create an Agent Profile within the software and make sure to select the correct profile when starting new applications. Q. Can I install and use the software on more than one computer? Yes. You must install the UHC-iEnroll offline software and set up your agent profile on each of the computers you wish to use. Keep in mind that applications saved on one computer will not be accessible on any other computer.

2 HD Q. Do I need administrative rights on my computer to install and use UHC-iEnroll offline software? No. The UHC-iEnroll offline software does not require administrative rights to install or use. However, UHC-iEnroll offline software does require the Microsoft.Net Framework 2.0 to function. The.Net Framework 2.0 does require administrative rights to install. The UHC-iEnroll offline software installation procedure will download and install.net 2.0 Framework for you as long as you have administrative rights on your computer. If you do not have administrative rights, you would need to contact your help desk support organization for assistance. Q. How do I get administrative rights on my computer? You should contact your computer support organization for assistance. The Producer Help Desk personnel do not have the ability to grant administrative rights onto your computer. Q. I am trying to install the UHC-iEnroll offline software and keep getting security warnings. Is UHC-iEnroll offline software a security risk? UHC-iEnroll offline software is not a security risk to install or use. Those messages are Microsoft s way of trying to protect you from harmful programs. You must answer the security questions in a way that allows the installation to proceed if you want to be able to use UHCiEnroll offline software. Q. Why are you asking me if I have a Tablet PC or a Signature Pad? The enrollment applications you complete in UHC-iEnroll offline software must be signed in order to be saved. Since the software must capture signatures electronically, you must have either a Table PC or an approved USB external Signature Pad to use the software. If your laptop is a Tablet PC, you can capture signatures directly on your screen and do not need a signature pad. If you have a standard laptop, then you must have an approved external USB Signature Pad connected to your computer to capture the required signatures. Q. Do I need a signature pad to use UHC-iEnroll offline software? The enrollment applications you complete in UHC-iEnroll offline software must be signed in order to be saved. Since the software must capture signatures electronically, you must have either a Table PC or an approved USB external Signature Pad to use the software. If your laptop is a Tablet PC, you can capture signatures directly on your screen and do not need a signature pad. If you have a standard laptop, then you must have an approved external USB Signature Pad connected to your computer to capture the required signatures. Q. My signature pad is not working. How can I get a replacement? Please try unplugging the signature pad and plugging it back in. Then wait several seconds while Windows installs the signature pad software for you. Try the signature again. If that does not work, you can try plugging into a different USB port on your computer. If it still does not work, please call the Producer Help Desk at Q. When I use the signature pad, an image of the signature shows up in the Sign box, but it is distorted or unreadable. What can I do? Please contact the Producer Help Desk at

3 Q. I already have a signature pad. Can I just use that one? The currently approved signature pads are Topaz models T-S460_HSB-R, T-LBK460I-HSB and T-L460-HSB-R. Q. How do I connect the signature pad to my computer? You plug the approved signature pad into an available USB port on your computer. Windows will automatically install the necessary software for you. It may take windows several seconds to complete the installation. It is recommended that you connect the signature pad to your computer when you open the IHC-iEnroll offline software to avoid delays in capturing the required signatures. Q. My associate received a signature pad in the mail. Why didn t I? How can I order a signature pad? To order a signature pad, please contact the Producer Help Desk at Q. What operating systems will support UHC-iEnroll offline software? To use UHC-iEnroll offline software, your computer must have Microsoft Windows XP Service Pack 2 or Microsoft Windows Vista. Q. I have a Tablet PC. Do I need a signature pad too? No. If you have a Tablet PC, then you do not need a signature pad. A Tablet PC allows you to sign directly into the appropriate boxes on the enrollment applications within UHC-iEnroll offline software. The signature pad is only for users with standard laptops. Q. How can I tell if I am connected to the Internet? The best way to do this is to open your Internet browser. If you can see your homepage, and not an error, then you are connected to the Internet. If you cannot see your homepage, try browsing to another website, like If you can t see that page either, then you are not connected to the Internet. Q. Can I create my Agent Profile without being connected to the Internet? No. To create your Agent Profile, UHC-iEnroll offline software validates your Writing Number, First Name and Last Name with UnitedHealth Group via the Internet. If your computer is not connecting to the Internet, this communication cannot take place; so UHC-iEnroll offline software cannot create your profile. Q. I am trying to create my Agent Profile, but I am getting a message that the agent is inactive. What does this mean? It means that the Writing Number, First Name, and Last Name you entered map to an agent that is marked as inactive in the UnitedHealth Group system. Please call the Producer Help Desk at

4 Q. I am trying to create my Agent Profile and am getting a message that There was a problem creating the agent profile. Please ensure you are connected to the Internet when creating a new agent profile. What does this mean? This message means your computer cannot connect to UnitedHealth Group to validate your information. The most likely cause is that your computer is not connected to the Internet. Please connect to the Internet and try again. This could be a firewall issue if you are indeed connected to the internet already. Please call the Producer Help Desk at for assistance. Q. I am trying to create my Agent Profile and am getting a message: There was a problem creating the agent profile. Please ensure you have the correct writing number, agent first name, agent last name and try again. What does this mean? The message indicates that the Writing Number, First name, and or Last Name you supplied in the Create New Profile box do not match UnitedHealth Group s records. You can obtain the correct information to use when creating your Agent Profile by choosing the option below that best matches your situation: If you are an OnDemand user, please click the OnDemand link on the Create New Profile box to log in to OnDemand to verify your information. All other users please click the Distribution Portal link on the Create New Profile box to log into the Distribution Portal to verify your information. If you would like to speak with someone who can help you find your information, please call the Producer Help Desk at If your are registered with United Health Group using your middle initial, enter your first name a space then your middle initial in the same data collection box. Q. I am getting a message that says: Are you sure you want to delete the selected profiles? What does this mean? This indicates that the Delete Agent Profile button on the Agent Profile page was clicked. This message is intended to prevent the accidental deletion of Agent Profiles. You have the following options: Click OK on this box to delete the selected profile(s). Click Cancel to return to the Agent Profiles page without deleting anything. Q. I am getting a message that says: All entered product information will be lost. Are you sure you want to continue? What does this mean? This indicates that the Modify Product button on the New Application page was clicked after a product application had been loaded. You have the following options: Click Yes to delete any information entered on the current application and return to selecting a new Product. Click No to return to the current product application without losing any entered information.

5 Q. I am trying to enroll a client and I don t see my agent profile listed on the Agent Profiles screen. What does this mean? This means that your Agent Profile was not created in this copy of the UHC-iEnroll offline software. You must have a valid agent profile in UHC-iEnroll offline software in order to use the software. You have the following options: If you can connect to the Internet from the client location, you can create your Agent Profile now by following the instructions in the UHC-iEnroll offline software Installation and Usage Guide. If you cannot connect to the Internet from the client location, you can do either of the following: 1. Use a paper application. 2. Call an Enrollment Specialist at and they can take the enrollment for you. Q. When entering dates, is there a specific format I need to use? Please enter dates in the mm/dd/yyyy format. For example, to enter in January 26, 2008, type 1/26/2008. Q. When entering in Social Security number(s), is there a specific format I need to use? Please use the xxxxxxxxx format, like Q. When entering telephone number(s), is there a specific format I need to use? Please use the xxx-xxx-xxxx format like Q. I am getting a message that says: Are you sure you want to upload all applications? What does this mean? This means that the Upload All button on the Pending Applications screen was clicked. You have the following options: Click OK to have UHC-iEnroll offline software attempt to send all Pending Applications to UnitedHealth Group for processing. Click Cancel to return to the Pending Applications page without uploading any applications. Q. I am getting a message that says: Are you sure you want to delete the selected applications? What does this mean? This means that one of the following buttons was pressed. Delete Selected button on the Pending Applications page. Delete Applications button on the Upload Applications page. This message is meant to prevent the accidental deletion of applications. You have the following options: Click OK to move any selected applications to the Delete Applications page. Click Cancel to return to either the Pending Applications page or Upload Applications page without deleting anything.

6 Q. I am getting a message that says Are you sure you want to permanently delete the selected applications? What does this mean? This means that the Delete Selected button on the Deleted Applications page was clicked. This message is meant to prevent the accidental permanent deletion of applications. Applications that are permanently deleted cannot be restored. You have the following options: Click OK to permanently delete all selected applications. Click Cancel to return to the Deleted Applications page without deleting anything. Q. I was meeting with the client and I forgot to have them sign the application before they left can I save a copy until I can get them to sign it later? No. Applications that are not signed in all appropriate places cannot be saved. Q. If I take an application in November and the enrollee wants me to wait until December to submit it, can I do that? No. You cannot choose to upload only some of the applications in the Pending Applications page. When you click the Upload All button, UHC-iEnroll offline software attempts to upload ALL of the applications that are pending. Q. I deleted an application from my Pending Applications screen and want to get it back. Is this possible? Applications that are deleted from the Pending Applications or Uploaded Applications pages are moved to the Deleted Applications page. Applications remain there for 5 days before being permanently deleted automatically by UHC-iEnroll offline software. Any applications that are still visible on the Deleted Applications can be restored. Q. How do I know if I have the correct products in the list when starting a new application? The list of available products on the New Application page is determined by the Zip Code and County you enter. This comes from a database stored in the UHC-iEnroll offline software that is updated on a regular basis. Q. I just uploaded my pending applications and realized I had made a mistake on one of them. Can I get that application back? No. Once an application is uploaded, there is no way to recall it. Any errors will be dealt with during processing. Please keep in mind that once an application is saved and appears on the Pending Applications screen, it cannot be viewed or modified. Q. I am getting a message that profiles were removed. What does this mean? During the process of uploading enrollment applications, UHC-iEnroll offline software also validates all Agent Profiles existing in your software. Any that do not properly validate with UnitedHealth Group are removed automatically. Q. I am getting a message that says there was a problem downloading the plan data. What does this mean? This means that your computer did not properly communicate with UnitedHealth Group to update the available products for your territory. The most likely cause I that your computer is not connected to the Internet. Please connect to the Internet and try again. If you need further assistance, please call the Producer Help Desk at

7 Q. I am getting a message that says there was a problem validating agents. What does this mean? This means that your computer did not properly communicate with UnitedHealth Group to verify the validity of the Agent Profiles in UHC-iEnroll offline software. The most likely cause is that your computer is not connected to the Internet. Please connect to the Internet and try again. If you need further assistance, please call the Producer Help Desk at Q. I am getting a message that says there was a problem uploading applications. What does this mean? This means that your computer did not properly communicate with UnitedHealth Group to upload the applications listed in your Pending Applications page. The most likely cause is that your computer is not connected to the Internet. Please connect to the Internet and try again. If you need further assistance, please call the Producer Help Desk at Q. How do I know if my applications were successfully sent to UnitedHealth Group for processing? Applications that are uploaded successfully will disappear from the Pending Applications page and appear on the Uploaded Applications page with a Tracking Number. Q. I have a dial-up Internet connection. Will that work for the portions of the UHC-iEnroll offline software that require Internet access? Yes. UHC-iEnroll offline software was designed to keep downloads and uploads as small as possible to ensure full support for dial-up Internet connections. While you will experience better download and upload performance on DSL or Cable Internet connections, dial-up is a viable option. Tips for using UHC-iEnroll offline software with a Dial-up Internet connection: The largest downloads involved in using UHC-iEnroll offline software are the software installation and the initial update of State plan data and on the States Licensed In page. If you can arrange for doing these steps on a faster Internet connection, like DSL or Cable, they will go much faster. When selecting state plan data to download on the States Licensed In page, select only the State(s) in which you are licensed. This will ensure you are downloading only information for products available in your territory, making your download as small as possible. You will have the best performance if you Uplaod applications often. For example, you may want to upload applications every day instead of waiting until the end of the week. This will keep your uploads as small as possible.

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