Quick help

DIGIaccess FAQ

What to do in case of problems and malfunctions?

Of course we are happy to help you, that’s what we are here for.

Whether you are trying our tool for free or have been our customer for years, we will be happy to help you with the installation process and any questions that arise, feedback from your users, and of course, incident reports.

If you receive a complaint about the accessibility of your website, please collect as much information as possible. It is important for us to know on which page there was a problem, which browser or device was used and in which context the error occurred. Furthermore, it is important for us to know what settings were made in DIGIaccess to be able to reproduce the error.

Forward us as much information as possible, we will check everything and try to solve the problem as soon as possible.

In addition, we work on DIGIaccess every day and extend it with additional features.

If you have DIGIaccess installed and the tool is not displayed on your website, we will be happy to explain how to solve the problem below. Of course, you are always welcome to <a href=”https://digiaccess.org/kontakt/”>contact us directly</a> for help.

The test period has expired
If you have not paid for your website yet, DIGIaccess will stop working after the trial period (7 days). To make it work again, you just need to purchase a license through our website.

The code is not embedded correctly
You can easily check if DIGIaccess is properly embedded in your website. Open your website and press Ctrl + U, then you will see the source code of your website. To make sure that DIGIaccess is properly embedded, press Ctrl + F and look for the word DIGIaccess. If you find the word, the code is probably embedded correctly and the problem lies elsewhere. If the word doesn’t appear, our code probably hasn’t been embedded – you’ll find out what to do in that case in one of the next sections. Before you do that, please clear your cache again.

Your cache must be cleared
You may need to clear the cache on your website to see updates and changes. If you are using Chrome, click on the 3-dot icon at the top next to the address bar. Click on “Settings” and type the word “Cache” in the search box. When you click on the appropriate option, a pop-up window will open asking you to confirm that you want to clear the cache.

How you clear the cache differs from system to system, so for a browser other than Chrome, you can Google “How do I clear the cache on {your system}”. After clearing the cache, DIGIaccess will appear on your page if that was the problem.

If you have followed the steps described and the problem persists, please contact us and we will quickly resolve the issue together.

DIGIaccess is programmed to load secondary to building your web page. This means that only when your entire web page is fully loaded, DIGIaccess loads and is displayed by the browser. This happens mainly for two reasons:

  1. We work on-the-fly and in order to make the entire website accessible, and not just parts of it, it must be fully loaded first.
  2. the loading time and performance of your website should not be affected.

This means that the loading time of DIGIaccess depends on the loading time of your website. For our system, the loading time is 0.25 seconds. So if your website takes 2 seconds to load, DIGIaccess will be loaded after 2.25 seconds and if it takes 10 seconds to load, DIGIaccess will be loaded after 10.25 seconds.

This very rare problem is probably caused by a collision between the CSS settings of your website and DIGIaccess. The solution is quite simple and quickly implemented, but for that you need to contact us briefly.

If DIGIaccess is displayed on the page, but the controls in it are not clickable, there is probably a conflict between the scripts of your page and the scripts of DIGIaccess.

This case is very rare, but possible. To find out if it is a script conflict, go to the page using the Chrome browser and press the F12 key; you will see a panel. In the panel, click the Console tab and refresh the page. After refreshing, look for the red underlined word DIGIaccess in the same Console tab. If you find it, it is a script conflict. In this case, contact us directly to find a solution.
If you can’t solve problems yourself we are always just a phone call away to help you!

DIGIaccess does not interfere in any way with the source code of a web page, but adds to the non-accessible code of the web page at the level of the rendering browser. This means that DIGIaccess modifies the code of your page according to the user’s requirements afterwards.

If the visitor to your site does not choose to support DIGIaccess, DIGIaccess does not modify the code. In no case does the system change, delete, save or update anything in your source code but only in the code displayed in the browser (client-side). These changes take place only in the object structure of the document (DOM) and using CSS and JS. No interface to the system or server level is required. Once the code is deleted from the page by DIGIaccess, your system is exactly as it was before.

DIGIaccess also has no impact on the performance of a website. The system loads secondarily after the entire page has been loaded by the browser and fully rendered.

You can continue to use the CMS of your website as usual. DIGIaccess analyzes your site in regular cycles. Newly created articles, posts and menu items are automatically detected and prepared by the software so that the user can view everything barrier-free by our tool. Newly uploaded images are analyzed in a 48 hour cycle and get a suitable alternative text, if you have not created your own.

For 100% of your visitors DIGIaccess is helpful
An accessible website is characterized by high usability. The easy and intuitive usability and the individual setting options of DIGIaccess help all visitors. With the ability to adjust contrasts and change text size, your texts are always easy to read – even on a smartphone in sunlight, for example.

DIGIaccess is necessary for 30% of your visitors
Accessibility helps people with visual impairments by providing individual setting options. With keyboard navigation options, people with motor impairments can also use your website with the help of our tool.

For 10 % it is essential
There are 7.9 million people in Germany with a recognized severe disability. This large social group uses the Internet more intensively than average, which makes them a very relevant user group of the content provided on the Web. For their access, they use keyboard-only controls, Braille, voice output, or joysticks, for example. A website with DIGIaccess enables these alternative navigation modes.

All individual adjustments are stored in the user’s local storage. No other user data is collected or shared by our tool.

Our software itself is hosted on a server of the OTC by Telekom, so that this data does not leave the EU at any time and you can use DIGIaccess DSGVO compliant. (As of May 2021)

DIGIaccess erfüllt die Standards