Troubleshooting

• Accessing the site
• Password Locked
• Clearing Temporary Internet Files
• Setting our Website as a trusted site
• AOL
• Further Technical Help

Accessing the site

If you're trying to access the website from work, you may have problems due to:

• using a computer on a network
• firewalls
• proxy servers

 

If you are unable to connect to our service from home, check with your Internet Service Provider or Local Area Network administrator to see if there is any reason for this. If there is not, please email us through ‘Contact Us’ or contact our Internet Helpdesk on 0845 601 7788 and we’ll be happy to help.

 

Password Locked

Passwords are case sensitive, this means that it is important you know whether your password is in UPPER CASE, lower case or a combination of both.   If you enter your password incorrectly 3 times, it will lock your account. If you have recently set up your account and do not yet have a password, have not yet set up a memorable word, or if we don’t have an valid email address for you please contact us on 0845 601 7788.

 

Clearing Temporary Internet files

The most common problem that can prevent access to the site is if the temporary internet files on your PC are full.  To clear these, please follow the instructions below:

Internet Explorer:

• Go to Tools on the menu bar.
• Select Internet Options.
• From the pop-up screen, go to Temporary Internet files and select Delete Files.
• Select the Settings button.
• Select Automatically.
• Select OK.

 

Netscape:

• Go to Edit on the menu bar.
• Select Preferences.
• On the left-hand side select the advanced folder and then select Cache.
• Clear both Memory and Disk Space.
• Select the radio button titled every time.
• Select OK.

 

Please note that with Netscape, we recommend that you use the browser default cache setting of ‘once per session’ when logging in to use your account rather than the ‘every time’ described above. Otherwise you may experience some delays.

Setting our website as a trusted site

If you have added a security product to your PC, it is sometimes necessary to set our site, and our Research Centre as ‘trusted sites’.  Please select one of the links below if you would like to find out how to do this with either Norton or Zone Alarm.

• Setting a Trusted site in Norton Internet Security
• Setting a Trusted site in Zone Alarm

 

If you have another PC security product, please contact your provider for further help.  If you have any other difficulties using our website in conjunction with a security product, please email us using ‘Contact us’ or call our Internet Helpdesk on 0845 601 7788.

 

AOL Clients trying to Login

Some AOL clients have found when they select the ‘Login’ link on the Homepage, nothing happens and they remain on the Homepage.  If this affects you, enter "secure fix" into the AOL keyword search and follow the instructions on screen.

 

Further Technical Help

If the information in our Help screens has not solved your problem, our Internet Helpdesk will be happy to help you.  Please email us using the ‘Contact Us’ link or call us on 0845 601 7788.  Please have the following information to hand:

• Browser and Operating sytems you are using
• A note of any error message(s) you’ve received, and on which page it appeared
• If you have made any changes to your PC ie, Firewall or Security products
• If you are using a wireless router