Frequently Asked Questions

If your company is already an S&P USA customer, you can request a login to our Fan Selection Software (Optisizer).

If you are looking to become a customer, complete our New Customer Application.

If you already have an Optisizer login (username/password) but are having trouble accessing Optisizer do one of the following two options:

1. Email: marketing.jax@solerpalau.com

2. Use our Contact Us Form.

1. specify Marketing in the Question for: dropdown navigation.
2. Complete all required information.
3. Submit form.

Passwords DO NOT expire in Optisizer but accounts can become inactivated within 6 months of inactivity. We recommend logging in at least once a month to avoid being locked out.

If you are unable to login with your credentials, contact our Marketing Team at marketing.jax@solerpalau.com or via our Contact Us Form

1. specify Marketing in the Question for: dropdown navigation.
2. Complete all required information.
3. Submit form.

To learn more about how to use the Optisizer software interface:

1. Use Optisizer Help panel in the Optisizer Home page to access Optisizer help videos or documentation.
   
2. Access our Optisizer Training videos playlist in YOUTUBE.

For help with quotes, cross-referencing, and technical support for products contact Tech Support via:

1. Email: technicalsupport.jax@solerpalau.com

2. Use our Contact Us Form.

1. Specify Tech Support/Request a Quote in the Question for: dropdown navigation and complete the form.
2. Complete all required information.
3. Submit form.

For help with pricing, order processing, account sharing issues, and order status contact Customer Support via:

1. Email: custserv.jax@solerpalau.com

2. Use our Contact Us Form.

1. Specify Sales Support/Customer Service in the Question for: dropdown navigation and complete the form.
2. Complete all required information.
3. Submit form.

If your fan model has a Selection Tolerance % option, try increasing your selection constraints (0-50).

If you cannot get the fan you need, contact Technical Support to get suggestions on products that will meet your criteria at technicalsupport.jax@solerpalau.com

1. From your Projects Screen (Project Management/Projects), choose the project you want to add a part or accessory, then select  . You can either choose to enter a stock number or add a stock # using one of the category wizards.

Your Project Status will change to Won and your Order No. will either be provided or the order will need to be reviewed by the Support Services team. If your order needs to be reviewed, you will get an email once our team has reviewed and released your order for processing.

Optisizer is compatible with:

• Firefox
• Chrome
• Safari

We do recommend that you use the most updated version of any browser for the best compatibility

Summaries will not print correctly if you use your browser's print button. In order to see the Print or Export dialog boxes for the Project and Bid Summary pop-up window, you must:

1. Allow pop-ups in your web browser's settings.
2. You must use the navigation bar integrated into the Project Summary and Bid Summary pop-up window

*If you get the following error:

Use our Contact Us Form

1. Specify Optisizer/Fan Selection Software in the Question for: dropdown navigation and complete the form.
2. Complete all required information.
3. Submit form.

IF THE FREIGHT WAS AUTOMATICALLY CALCULATED:

Update your freight quote by using the feature on the projects or project details page when you have completed making your project updates

IF THE PROJECT REQUIRED A CUSTOM FREIGHT QUOTE:

If you make a change to a project, your Freight Quote will automatically be cleared out, and the program will require you to submit a change request. To do this, use the feature on the projects or project details page when you are done making changes to the project. Our shipping department will review the changes and enter a new quote.

We recommend you try the following:

1. If you receive an error code while using Optisizer simlar to the image below:

2. First try logging out of the software and then logging back in.

*If the error persists we recommend proceeding to the next steps. Do each step and see if it solves the issue before moving on to the next step.

3. Delete cookies and clear the browsing history of your preferred browser before logging into the Optisizer website.

4. Use another (recommended) browser. Search "web browsers" or see "What web browsers are compatible with Optisizer?" in our FAQ.

5. Reboot (re-start) your computer.

6. Use another computer.

7. Verify with your IT team that your internet network is working properly.

*If the error persists we recommend doing the following:

Use our Contact Us Form.

1. Specify Optisizer/Fan Selection Software in the Question for: dropdown navigation and complete the form.
2. Complete all required information.
3. Submit form.

1. Use our Contact Us Form.
2. Specify proper department in the Question for: dropdown navigation and complete the form.
3. Complete all required information.
4. Submit form.

Try any of the following options below:

1. See our Sharing a Project video.

2. Email: custserv.jax@solerpalau.com

3. Use our Contact Us Form.

1. Specify Sales Support/Customer Service in the Question for: dropdown navigation and complete the form.
2. Complete all required information.
3. Submit form.

1. Find the Administration dropdown in the Optisizer navigation interface.

2. Select Set Preferences.

3. Find Other section in the User Preferences page.

4. Toggle Default value for FEI CA shipping question to No.