Welcome to MSD

Frequently Asked Questions

Click on the question number link below to view an answer. If you cannot find an answer to your question then please contact us.

Note: It is recommended to utilize your PC support contact or a computer savvy person on matters that involve modifying your PC's system configuration. MSD is not responsible for providing such support.

1. What if I can't find my house number or street name when making a request?

2. How do I know when the process is finished?

3. My request required a visual determination. Why haven't I received an email response yet?

4. What if I get a blank screen when I submit a request?

5. What do the following messages mean: "File does not exist", "Error opening document, file not found" or "File does not begin with %PDF-"?

6. What does the "Error: e0-e11" mean?

7. How do I determine which version of Adobe Reader I am using?

8. What if I have a version of Adobe Reader which is older than 5.0 loaded on my PC?

9. How do I install the latest version of Adobe Reader?

10. What do spam and popup window mean?

11. How do I know if I have popup blocking software?

12. How do I disable popup blocking software?

13. I have added MSD's Floodplain Determination (FPD) site to my Favorites or setup a desktop shortcut to the FPD site. Now when I access the FPD site and submit a request all I get is a blank page?

14. What if I'm using a browser other than Internet Explorer or Netscape to view MSD's Floodplain Determination site?

15. What if I'm using America Online to view MSD's Floodplain Determination site?

16. How can I get the latest version of Internet Explorer and Netscape?

17. How can I obtain the Base Flood Elevation (BFE) for my property?

18. What if multiple buildings are located on my property in question?

19. What if I've received the Floodplain Determination form but the check boxes are blacked out?

20. What if I'm having problems opening the results PDF link included in the visual determination email?

1. What if I can't find my house number or street name when making a request? Here are three possible solutions.

You may not have entered the address in an acceptable format. Click here to view tips for entering a street address.
The service will return a list of street names or addresses depending on which could not be found in our records. Review this list and attempt to locate your address. For example, if you are requesting "3301 DEER HOLLOW RD" and a list of possible street names is returned look for 3301 under another name such as "DEER HOLLOW PL". If "3301 DEER HOLLOW PL" is found then you can verify that it is the correct location by using one of LOJIC's Interactive Maps. Click on the Standard Information Map link. Under the Find tab enter your address and click Find Address. A map will be displayed of the address that you entered.
Another option is to locate your address by parcel ID. "Locate by Address" is set to the default but you have the option to "Locate by Parcel ID" by clicking on the corresponding tab. Enter the parcel ID information in the corresponding textboxes and click Submit Request. Click here to view acceptable parcel ID formats.

2. How do I know when the process is finished? You're finished when you've received the determination results. These results are delivered in two ways.

In most cases your request will be automatically determined and the results will be immediately displayed as a PDF in a new window.
If a visual determination is required then a link to the generated PDF will be emailed to you.

3. My request required a visual determination. Why haven't I received an email response yet? Here are some possible reasons.

Results will be emailed to you within two business days from the date of your request.
If you submitted an invalid email address or one that is not spelled exactly as it should then the email cannot be delivered. If your email server is configured to return undeliverable emails then MSD will be notified and will attempt to contact you by phone. If your email server is not configured in this manner then there is no way for MSD to know that you never got the email we sent you.
If you have spam blocking software and have not added internetapps@lojic.org to your list of acceptable addresses then you will not receive the email.

4. What if I get a blank screen when I submit a request? Here are three possible reasons.

It is possible that you do not have the latest version of Adobe Reader properly installed on your PC. See steps addressed in answers 7, 8 and 9.
It is possible that you have popup blocking software enabled. See steps addressed in answers 11 and 12.
It is possible that you accessed the FPD site through your Favorites or a desktop shortcut which was setup improperly. See steps addressed in answer 13.

5. What do the following messages mean: "File does not exist", "Error opening document, file not found" or "File does not begin with %PDF-"? If you receive a message similar to these then you do not have the latest version of Adobe Reader installed and configured properly. See steps addressed in answers 8 and 9.

6. What does the "Error: e0-e9" mean? These are messages that are recognized by MSD's technical staff. If you encounter these messages please contact us and include the error number so that the problem can be resolved.

7. How do I determine which version of Adobe Reader I am using? Navigate to Start>Programs>Adobe Reader. Once Adobe Reader is open, click on Help and then About Adobe Reader. The version number is on the About Adobe Reader form.

8. What if I have a version of Adobe Reader which is older than 5.0 loaded on my PC? You will need to upgrade to the latest version to receive a Floodplain Determination. Click here and see the System Requirements section for more information. See answer 9 on how to install Adobe Reader.

9. How do I install the latest version of Adobe Reader? Follow these steps in order.

First, uninstall any previous Adobe Reader versions by navigating to Start>Settings>Control Panel>Add/Remove Programs and clicking remove for each previous version installed.
Restart your computer.
Install Adobe Reader, download it for free by clicking here and follow the provided instructions.
Open Adobe Reader, click on Help and then on "Check for updates now...". If there are updates available, install them and restart your computer.

10. What do spam and popup window mean? If you are unfamiliar with these terms you can lookup their definitions along with other technology terms by clicking here.

11. How do I know if I have popup blocking software? Here are two methods to identify popup software.

If you get a blank screen when a request is submitted and do not receive the results PDF within a new browser window.
Another method of checking is to navigate to a site that is known to have popup windows. First, verify that there is only one internet browser open and click here. Now, check to see if there is more than one instance of your browser open in your Windows taskbar. If there is only one then you probably have popup blocking software enabled.

12. How do I disable popup blocking software? It varies depending on what software you are using and your browser. Here are three possible solutions.

If you have anti-virus software installed on your PC, make sure that popup or add blocking is turned off.
There is wide variety of popup blocking software available for download on the Internet. This software is usually packaged as a toolbar that is added to your browser. Determine what software package you are using and refer to its Help documentation on how to disable blocking popups. Click here to view Google's reference to their popup blocker software.
If you are a Netscape user, there is an option within Netscape itself that blocks popups. Navigate to Edit>Preferences>Privacy & Security>Popup Windows and disable "Block unrequested popup windows".

13. I have added MSD's Floodplain Determination (FPD) site to my Favorites or setup a desktop shortcut to the FPD site. Now when I access the FPD site and submit a request all I get is a blank page? This is usually specific to Internet Explorer users. The FPD site utilizes a frame environment which requires shortcuts and Favorites to be setup in a particular manner. Here are two possible solutions.

To add the FPD site to your Favorites click on Add to Favorites... under the Favorites menu. Add to Favorites... accessed by right clicking on the page produces the error.
To add a desktop shortcut first add the FPD site as a Favorite. Once added, cut and paste the FPD site from your Favorites to your desktop.

14. What if I'm using a browser other than Internet Explorer or Netscape to view MSD's Floodplain Determination site? The service supports selected versions of Internet Explorer and Netscape browsers. Click here and see the System Requirements section for more information.

15. What if I'm using America Online to view MSD's Floodplain Determination (FPD) site? The FPD site does not support AOL's native browser. However, you can connect to AOL as you normally would and minimize it. Then open a supported version of either Internet Explorer or Netscape to view the FPD site.

16. How can I get the latest version of Internet Explorer and Netscape? You can download Internet Explorer or Netscape by clicking on their respective links and follow the provided instructions.

17. How can I obtain the Base Flood Elevation (BFE) for my property?

Please at contact us or call us at 502-540-6126 with your BFE request along with the property information and return fax number. We will fax back the results to you within two working days. Requests that do not include a return fax number will not be processed.

18. What if multiple buildings are located on my property in question?

If you submit a request on parcel that contains multiple buildings the results will read "A determination could not be made for this property, please contact MSD for details". This is because MSD does not know which building you are inquiring about. In this scenario, please contact us at 502-540-6126 and leave a message stating your name, phone number and address for the property in question..

19. What if I've received the Floodplain Determination form but the check boxes are blacked out? It is possible that you do not have the latest version of Adobe Reader properly installed on your PC. See steps addressed in answers 7, 8 and 9.

20. What if I'm having problems opening the results PDF link included in the visual determination email?

It is possible that you do not have the latest version of Adobe Reader properly installed on your PC. See steps addressed in answers 7, 8 and 9.
If the first option is not successful, copy the PDF's address from the email, paste it into the address bar of your browser and hit the enter key.
If the previous options are not successful please contact us for assistance and include the Request Number.

Metropolitan Sewer District (MSD) Louisville, Kentucky