We at BIscience are strongly commited to provide fast and reliable support for our users. Here you can find general information and troubleshooting cases for the GeoSurf toolbar:

General Information

1. Q: How do I activate the toolbar?
   A: In order to start using GeoSurf toolbar simply click on the "Login" button on the right side of the toolbar and enter your credentials as provided during the registration process.
2. Q: How can I recover my lost password?
   A: In order to generate a new password click here and enter your email address. Following submission a new password will be sent to your mailbox.
3. Q: How can I download the toolbar?
   A: With every new toolbar version you will get an email updating you on the new release. In order to download and install the lastest release simply login to your account and download the toolbar from "Install" tab.
4. Q: How can I add more countries to my GeoSurf toolbar?
   A: You can upgrade your GeoSurf package with more countries and users from your account. Simply click on "Upgrade" tab and choose the best package which fits your needs. If you need more countries or advanced features such as VPN or Direct Connect access please contact our support team at support@biscience.com.
5. Q: How do I uninstall the toolbar?
   A: In order to uninstall GeoSurf from Firefox go to "Tools" -> "Add-ons" and choose "uninstall" GeoSurf item. In order to uninstall GeoSurf from Internet Explorer open "Add/Remove Programs" from the "Control Panel" and remove the GeoSurf toolbar entry.

Technical Troubleshooting

1. Q: I can't login to the toolbar with my credentials.
   A: Make sure you type the email and password provided during registration correctly. You can always update your password from your account and create a new one in case you wish to change it.
2. Q: I keep on getting a pop-up message saying "requesting a username and password" when I switch between countries.
   A: Browsers store certain pages and old passwords in their cache which sometimes prevents from the toolbar to authenticate to the service. In order to eliminate it follow these steps:
   1. Log out from the GeoSurf toolbar using the "Logout" button located on the right side of the toolbar.
   2. Clean all cookies and browser cache (from "Options" menu).
   3. Close all browser windows.
   4. Re-open the browser and login to the toolbar.
3. Q: When choosing a country and clicking "apply" I am getting "connection interrupted" message.
   A: Sometimes when using GeoSurf from inside corporate offices internal networking configurations such as firewall or transparent proxy settings are blocking the service availability. If you encounter such a problem please contact us and we will help you solve it in no time.
4. Q: I get "Access denied" message when I try to access internal systems such as mail or CRM.
   A: For security reasons it is prohibited to access internal or local systems while GeoSurf is active. Turning GeoSurf "off" will restore the local connection and enable back the access to the local systems. If you wish to define a bypass rule for this restriction in your browser contact us for further information.
   
   

Got any other issue? Do not hesitate to contact us at support@biscience.com