Troubleshooting
If you are unable to log in, please read through the list below and click on the option that best describes your problem. ***PLEASE MAKE SURE POPUPS ARE ENABLED IN YOUR BROWSER***
My login won't load past the 'Loading Components' screen
First,
Download the latest version of Java.
If the issue persists, update your Browser:
If you use Firefox, download the latest version
HERE
If you use Internet Explorer, download the latest version
HERE
I am being told that 'the server has exceeded it's maximum number of connections'
Please follow the steps in the 'Step by Step' guide, but this time click on the 'Alternative Staff Portal' link.
I am being told that my primary username or password is invalid
Please ensure that you are using the username and password that you log into your office PC with, and that they are spelt correctly and using the correct case. If both of these are correct as far as you are aware, please contact the IS Helpdesk on 01179 045822.
I am being told that my secondary username or password is invalid
This means that either your pin or passcode are incorrect. The pin should have been pre-decided by yourself, so please make sure this is being typed correctly. The Passcode will be delivered to your mobile phone via text message, and will reset each time you attempt a login. Please make sure you are using the most recent text message. If you are certain that both of these points are being observed, please call the IS Helpdesk on 01179 045822.
I am getting an error which is not described above
Please contact the IS Helpdesk on 01179 045822. We will endeavour to help over the phone, however we may have to dial on to your home PC screen.
If this is necessary, and when instructed by IS, please go to: Teamviewer Website and follow IS instructions.