Accessibility Troubleshooting Guide

If you experience difficulty opening links or content from us, the following guide may help.

Document Accessibility

We recommend downloading PDFs and opening them with Adobe Acrobat Reader for the best experience. You can download it for free here.

If viewing on a desktop, we recommend adjusting the below settings in Adobe Acrobat Reader for the most accessible experience:

Turn on “Screen Reader Compatibility Mode” in Adobe Acrobat Reader. Some screen readers may not function correctly if Screen Reader Compatibility Mode is not enabled.

  • Open Adobe Acrobat Reader and go to Adobe Account > Preferences > Accessibility.
  • Check the option "Use document structure for tab order when no explicit tab order is specified."
  • Check the option "Enable assistive technology support."

Switch to “Reading Mode” in Adobe Acrobat Reader. “Reading Mode” enables screen readers to better interpret text and structural elements.

  • Open the PDF in Adobe Acrobat Reader and go to View > Read Mode.

Please note: Some limitations may still arise when viewing PDFs due to factors beyond our control, such differing devices, software, or individual user settings. If you’re having trouble accessing our content, please reach out to your client service team or email us at Accessibility@fi.com.

PDF Access and Screen Reader (VoiceOver) Capability for iPad

  • Enable VoiceOver: Go to Settings > Accessibility > VoiceOver and toggle it on. You can also add VoiceOver to Control Center for easier access.
  • Open the PDF: Open the PDF in an app that supports VoiceOver, such as Apple Books or the Files app.
  • Navigate with VoiceOver: Use VoiceOver gestures to navigate the document. For example, swiping right or left with one finger moves to the next or previous item, while double-tapping an element will interact with it.
  • Read aloud: VoiceOver will automatically read the content of the document

Video Troubleshooting

To ensure the best viewing experience, we recommend:

  • Using a desktop or laptop when possible, as some mobile browsers may have limited compatibility and bandwidth.
  • Switch browsers if you receive an error message or have trouble accessing the content in your current browser. I.e., if you are currently using Microsoft Edge, try switching to Google Chrome.
  • If you receive an error asking you to “log in” or “sign in” where you typically don’t receive this message, switching browsers or clearing your cache may be helpful in resolving this issue.
  • Clear your browser’s cache and cookies which may also resolve other loading or access issues. See instructions below based on your browser:

Clearing Browser Cache

Microsoft Edge

  1. Navigate to settings by clicking this button in the top right corner
  2. Select “Settings”
  3. A new tab will open. Navigate to “Cookies and site permissions” on the left-hand side
  4. Select “Cookies and site data” at the top of the screen
  5. On the next page, select “See all cookies and site data”
  6. Next, select “Remove all”

Note: You will receive a pop up that says, “This will delete any data on this device for all sites shown.” Select “Clear”

Google Chrome

  1. Navigate to settings by clicking this button in the top right corner
  2. Select “Settings”
  3. Next, select “Privacy and security” on the left-hand side of the screen and then select “delete browsing history”

Note: You will receive a pop up that asks if you want to delete (3) things: “browsing history, cookies and other side data, cached images and files” select “delete data”

Mozilla Firefox

  1. Navigate to settings by clicking this button in the top right corner
  2. Select “Settings”
  3. Select “Privacy & Security” on from the options on the left-hand side
  4. Scroll down to “Cookies and Site Data, select “Clear data”
  5. When the selection screen pops up, select the box for “history” and keep “cookies and site data” and “temporary cached files and pages checked” then press clear

Note: Performing any of the above actions will not delete saved passwords, credit card information, stored addresses, etc.