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Technical
Support for login troubles
If
you are experiencing login troubles,
please read below. If your answer
is not found here and you continue
to experience login troubles,
please
contact our technical support for
further assistance. Our contact
information is posted above.
When
you login to the Global Info
Centre, a security feature is
enabled. While one user is logged
in from one workstation, any
attempts to login from a
second
computer will result in an unsuccessful
login. Also, no user will be
able to login from a second
computer until 30 minutes after
the user has exited the system
from the first computer.
This is enforced because our
license agreement states that
only one user can have access
to the system. If you login
with your account from only
one workstation, you can login
as often as you like and this
security feature should not
effect you. If you decide to login from
a different computer than you
normally access from, you must
be out of the system
(without actively attempting
to reconnect) for a full 30
minutes before attempting a
connection from another computer.
If
you are accessing the
Global Info Centre according
to the restrictions of
the license agreement
and still experiencing
troubles, then please
check the items below in
the order given.
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Try
to login again after 30 or more
minutes |
If you have been able to successfully
login from your computer in the past and this is
the first time you are receiving
this message, please wait 30
full minutes (from the time
you last attempted to login)
and then try logging in again. If
you continue to receive troubles,
please read on.
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Verify
that your browser is set to
accept cookies
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In order to successfully login
to the Global Info Centre, your
browser must be configured to
accept cookies. If you are unsure
of what version your browser
is, open your browser and
go to Help - About. Find your
browser below and follow the
steps provided to see if it
is configured to accept cookies:
| Microsoft
Internet Explorer (7 or 6.X): |
| a. |
In
Internet Explorer, access
Tools - Internet Options |
| b. |
Select
the 'Privacy' tab and click
on the 'Advanced' button. |
| c. |
Place
a checkmark next to 'Override
automatic cookie handling' |
| d. |
Under
'First Party Cookies' and
'Third Party Cookies', set
both to 'Accept' |
| e. |
Select
OK option on both opened
windows to close and save
settings |
| |
| Microsoft
Internet Explorer (5.X): |
| a. |
In Internet Explorer, access
Tools - Internet Options |
| b. |
Select
the 'Security' tab |
| c. |
If the security level has
been changed, we recommend
setting it back to medium
(default option) |
| d. |
Click
'Custom Level' button |
| e. |
On next window, locate Cookies
section |
| f. |
Verify
that both "Allow cookies
that are stored on your
computer" and "Allow
per-session cookies (not
stored)" options are
set to 'Enable' |
| g. |
Select
OK option to close and save
settings. |
| |
| Microsoft
Internet Explorer Earlier
Versions: |
| a. |
In Internet Explorer, access
View - Internet Options |
| b. |
Select
the 'Advanced' tab |
| c. |
Locate
the "Cookies"
section |
| d. |
Click
either "Always accept
cookies" (recommended)
or "prompt before accepting
cookies" |
| e. |
Select
OK option to close and save
settings. |
| |
| Netscape
(6.X): |
| a. |
In
Netscape, access Edit -
Preferences |
| b. |
Double-click
on the 'Privacy and Security'
section and select 'Cookies'
selection |
| c. |
Select
the "Enable all cookies"
radio button |
| d. |
Select
OK option to close and save
settings. |
| |
| Netscape
Earlier Versions: |
| a. |
In Netscape, access Edit
- Preferences |
| b. |
Go
to 'Advanced' section |
| c. |
Enable
the "Accept all cookies"
radio button |
| d. |
Select
OK option to close and
save settings.
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Check
your virus protection software
settings |
If you are using Norton Firewall,
McAfee Firewall or any other
type of Internet security software,
it may be configured to block
our cookie. If you are unsure
of how to check for this or
need assistance with changing
this setting to allow for our
cookie to be accepted on your
computer, please contact your
IT staff for assistance.
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Check
your time, date and time zone
settings |
Check the time, date and
time zone settings on
your computer and
verify that they are
correct.
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Run
cookie test |
If
troubles are still
persisting and you have
checked all the previous
items above, you can run
a test to verify if our cookie
is being accepted or rejected
on your side.
To get a valid analysis, an
attempted login must be made
immediately before this test
is ran. Do this and then
click
on the following address:
http://www.chemicalinfo.com/_gic/get_cookie.plx
Following this link,
you will receive a page displaying one
of two possible responses.
Response #1
You could
receive text displaying 'Your
cookie is: "230455995"'
(with some number
between the quotes). This
would tell you that our cookie
is being accepted. If
you are receiving this
response, check the
items on this page once
more.
Response #2
You could receive text
displaying
'Your cookie is: ""'
(with no number between the quotes).
This would indicate that, even
though your browser is set up
to accept cookies, our
cookie is still being blocked.
At this point, the cookie would
likely be blocked by your company's firewall.
We recommend that you
contact your internal IT
department to check the
firewall settings.
It may be necessary for
them to make
adjustments to the firewall
system to allow cookies
coming from our website
to be accepted. Please have
someone from your IT department
contact us directly if they
need our assistance.
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