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Document Help FAQ (PDF & TIFF)


Click here to fill out and print your shipping labels and forms.

Adobe Acrobat Reader (PDF) Troubleshooting FAQs

Documents Provided as PDF Files on ODFL.com

Invoices, as well as Bills of Lading and shipping labels created on ODFL.com, are supplied in Portable Document Format (PDF) files, which require Adobe Reader version 6.0 or higher to view and print. If you do not have this plugin installed, download it for free from Adobe's web site.

Searching PDF documents

Most of the PDF documents on the ODFL web site, including the 100 Rules Tariff, may easily be searched with Adobe Reader's built-in search tool. To locate a specific word or series of characters in a PDF document, simply enter the search term into the Adobe Reader search field (highlighted in the first image below) and press your Enter key. If the term is found, the page will jump to the first occurrence found and the term will be highlighted. To look for more occurrences, use the forward and back arrows (shown in the second image below) to search further ahead in the document, or backward from your current location.

Common Issues

Below are the most common challenges customers encounter while using PDF files on ODFL.com. More extensive troubleshooting assistance for Adobe Acrobat Reader can be found on Adobe's Acrobat Reader Support website.

Document contains information from a previously-created document:

Your browser may have stored data from a previously-created Bill of Lading or label in its cache. Try clearing your cache and restarting your browser. You may also need to disable caching in order to prevent this from happening on future visits.

Document does not appear; screen is blank, or only a red X is visible; Adobe Reader may not be installed:

If you do not have Adobe Acrobat Reader installed, you may see a blank page or a red X where the document should appear, or you may see a message stating that the page cannot be displayed. If this is the case, please download the reader from Adobe's web site and install it before again attempting to create Bills of Lading or shipping labels.

Bill of Lading PDF does not appear when attempting to create it or reprint it; a blank page appears, or the browser appears to get stuck at bolServlet2.jsp, or the browser freezes and/or an Acrobat error appears when trying to open the Bill of Lading PDF. Other PDF files open with no problem.

If you are using Windows XP or Windows 7, and are also using Internet Explorer 8 and Adobe Acrobat or Adobe Reader 9.x, AND you have Google Toolbar installed on your browser, Google Toolbar conflicts with the technology used to create the Bill of Lading PDF. Temporarily disable Google Toolbar while creating or reprinting your Bills of Lading by following these steps:

  1. Right-click the menu bar at the top of the Internet Explorer window. If the menu bar is not visible, right-click just below the address bar.
  2. In the context menu, uncheck the Google Toolbar option.
  3. A Disable Add-On dialog box will appear, asking "Do you want to disable this add-on?"
  4. Press the Disable button near the bottom of the dialog box.
  5. Follow the steps required to generate the PDF.
  6. If you wish to re-enable Google Toolbar later, do so by right-clicking the menu again, and re-checking the Google Toolbar option.

When attempting to generate labels, a warning message states "This page contains both secure and non-secure items. Do you want to display the non-secure items?". A blank window opens, but no labels appear.

This warning message is caused by a known bug in the Internet Explorer 6 browser. To resolve this problem, obtain the latest service pack for Microsoft Internet Explorer 6.0. Instructions for obtaining the latest service pack are available from the Microsoft Knowledge Base.

Document contains garbled text or unusual characters

If you do not have an up-to-date version of Adobe Acrobat Reader installed (version 6.0 or higher), garbled text or non-text characters may appear on your screen or printed page. If this is the case, please download the most current version from Adobe's web site and install it before again attempting to create Bills of Lading or shipping labels.

Document appears correctly on the screen, but printed pages are blank.

When printing your document, make certain that you are using Acrobat Reader's print button as illustrated in Fig. 1 below. Avoid using the browser's File > Print option, or the browser's print button.

Fig 1: Acrobat Toolbar vs. Browser toolbar
Pages or labels are misaligned, page breaks are incorrect, or text is being cut off

For shipping labels, insure that you are using Avery 5264 labels or a generic equivalent. Be sure to use the Acrobat toolbar's print button, as illustrated in Fig. 1 above. If misalignment still occurs, check the print dialog box as illustrated below in Fig. 2, and change the Page Scaling option to "Reduce to Printer Margins."

Fig 2 : Acrobat Print Dialog Box
I'm still having problems viewing PDF documents.

Feel free to call Old Dominion's Customer Service at 1-800-235-5569, email webmaster@odfl.com, or for more extensive troubleshooting visit Adobe's Acrobat Reader Support website.


TIFF Troubleshooting FAQs

Documents Provided as TIFF Files on ODFL.com

Scanned documents, such as Delivery Receipts (DRs, PODs), and scanned Bills of Lading are provided in Tagged Image File Format (TIFF) file format, with the file extension .tif or .tiff. These files require a specialized program or browser plug-in specifically designed to open TIFF files. They cannot be opened with Adobe Reader.

Most versions of Windows shipped with Windows Picture and Fax Viewer, or Windows Photo Gallery Viewer, both capable of viewing and printing TIFF files. If you do not have a TIFF viewer/plug-in already installed, there are a number of free and commercially available viewers. Old Dominion does not specifically recommend or endorse any particular viewer. Please consult your company's IT department to determine which viewer works best for your operating system.

Common Issues

Below are the most common challenges customers encounter when trying to access or print TIFF files on ODFL.com.

I see a message saying I am not authorized to view the document

This often means that the bill-to account associated with the shipment is not currently part of your account list. Please contact Customer Service at 1-800-235-5569 for further assistance.

I am prompted to download the file, but my computer will not open it

This indicates that you do not have a TIFF viewer or plug-in installed, OR if you do have one installed, the .tif file extension is not associated with the program/plug-in. Please contact your company's IT department for assistance with associating file types with the appropriate program.

I see the document in my browser, but it will not print

This problem occurs when a TIFF viewer standalone program or browser plug in is not capable of printing. Please refer to your TIFF viewer's documentation to determine whether is has printing ability.

The image looks correct online, but printed pages are distorted or only print partially

If you are using a browser plug-in for viewing TIFF files, be sure that you are using the plug-in's print button rather than the browser's print button. If this does not apply, or you are using a standalone viewer, please consult your TIFF viewer's documentation for information regarding print issues.

(ODFL4Me customers) Why aren't any accounts listed in my drop down box?

There is the possibility that your account number has been changed. Please contact Transportation Services at 1-800-235-5569.

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