Help with login
This page is for assistance with login problems, in other words if the following
happens: you login and you receive the
message that you have succesfully logged in, then when you attempt to do a search
you
are told you are not logged in. The cause of this specific problem is cookies. You
may be able to
fix this problem by following one or more of these steps.
Step 1 - Check Browser
The lines below
will indicate your browser type and version and whether cookies are enabled.
Cookies:
The above line will indicate whether you have
cookies enabled or disabled in your browser.
If they are disabled then you will not be able to login. This problem can be
fixed
by following the instructions in the section below Enabling Cookies in your Browser.
If cookies
are enabled then proceed to the following step.
Step 2 - Delete Cookies
Some problems with cookies can be fixed by deleting the existing cookies in your
browser.
In IE6 use Tools-Options, then on the General tab, click on the "Delete Cookies"
button.
If this doesn't fix your problem then proceed to the next step.
Step 3 - Check your PC's Clock Setting
Cookies won't function correctly if the date and time on your computer's internal
clock is not
set correctly. This
can be fixed as described below:
- Click Start, point to Settings, and then click Control Panel.
- Double-click Date/Time.
- A dialog appears - ensure that the year, month, day and time are
correct then click OK
.
Step 4 - Check your Firewall
Cookies can be blocked by a firewall. If you have Norton Personal Firewall or ZoneAlarm
installed then
you should check the cookie settings on these.
You can enable cookies as per the following instructions for whichever browser you have.
If the above test indicates that cookies are enabled and you are still unable to
login
then you should email support with the IP address listed on the login failure
screen.
Instructions for Internet Explorer 5
Check under the Tools-Internet Options menu and click on the Security tab,
then click on Internet icon and Custom Options button. From the list make
sure that "Allow per-session cookies" is enabled as shown below:
Instructions for Internet Explorer 6
- Select Internet Options from the Tools menu. The Internet Options dialog opens.
- Locate the Privacy tab and click on it.
- You should either see a slider or the word
custom (if you see the word custom, follow the instructions for advanced
users instead).
- By default, this should be set to medium, if it is all the way at the top, move it down until the word medium is displayed, as this is the highest level which will allow the cookie Click OK, close all your open IE6 windows, and restart IE.
Instructions for advanced Users
- If you have not followed steps 4-5 above, do so now. Click the Advanced... button.
- Check Override automatic cookie handling and select Accept under both "First party Cookies" and "Third party Cookies." Also, Check "Always allow session cookies."
- Click OK out of internet options - close all your open IE6 windows, and restart IE.
Instructions for enabling cookies in Netscape 6
- Select "Edit | Preferences..." from the main menu.
- Select "Privacy and Security | Cookies"
- To enable: Select "Accept all cookies" or "Accept only cookies that get sent back to the originating server"
- Click "OK"
Instructions for enabling cookies in Netscape 7
- Select "Edit | Preferences..." from the main menu.
- Select "Privacy and Security category and
click Cookies"
- Select "Enable all cookies"
- Click "OK"