Login Troubleshooting

Printer-Friendly Version

Login Help

If you have difficulty logging in, find your problem below, and follow the suggestions:

I am getting an "Invalid Login Name or Password" message.

Make sure you are entering your login name and password correctly. Common mistakes are to confuse an "L" with a "1". Also, passwords are case sensitive. If your password is "tomato" you can not enter "Tomato". Enter the password exactly as shown on your welcome e-mail. Using "copy and paste" to enter your login and password information will make your first login to the site easier.


"Access to my site is temporarily disabled"

-Contact your case manager or Responsible attorney immediately.

As a security measure, five failed login attempts in a row will cause your access to the site to be suspended. If this occurs you will need to contact your case manager or administrator for assistance with removing the restriction and resetting your login or password.


"I forgot my Password"

If you do not remember your password, you may use the "Forgot my Password" function on the login screen. This will issue you a new login and password. You may also contact your case manager for assistance.


After clicking on the "Login" button, my screen seems to freeze, or returns to the same login page without showing any errors. Or, on other screens, my screen does not refresh properly, continuing to show the old screen information instead of moving to a new screen.

  1. Close your browser, shut down your computer, and restart. Many problems with Windows-based PCs will be fixed by doing this.

  2. Make sure the problem is not with your Internet access. Try browsing to www.yahoo.com and www.google.com.

  3. Make sure the problem you are encountering is being caused by your computer and not a problem with the website (99.99% of the time it will NOT be a site problem.) To confirm this, try performing what you are attempting to do on a different computer if one is accessible, and see if the problem occurs there as well.

  4. Assuming the problem is occurring only on this computer, most of the time the problem is a result of your browser being set to retrieve and display a "cached" (saved-in-memory) version of the login page which has been saved automatically on your local computer from a previous visit, instead of the "live" (non-cached) login page that comes from and goes back to our web servers. (Browsers do this as a way of speeding up retrieval of static pages that you view often, however this site's pages are "dynamic" - they change all the time - and should never be retrieved from your saved cache of previously viewed pages.) Your browser's switch to "cached" pages is sometimes triggered by your computer's having briefly lost its Internet connection, and can persist for a specific page (i.e. the login page) even after your Internet connection comes back up, and even if it is not happening on other pages. In order to force the display of the correct live page, there are several things to try:

    1. Perform the "Refresh" function on the login page (in Internet Explorer this can be done by pressing "F5", or by right-clicking in the login area and selecting "refresh" or by clicking on the "refresh" icon in the top toolbar). If this results in a dialog box asking you if you wish to continue to "work offline" or to "reconnect: it means your computer's browser was not talking to the Internet. Select "reconnect" and your problem should be solved. If not, try the next step:

    2. On your browser's toolbar menu (top of the browser window), click on "Tools", then select the "Internet Options" menu choice. The pop-up box will open with the "General" tab selected. Leave it selected. In the section on that box titled "Temporary Internet Files" click on the "Delete Files" button. When the "Delete Files" dialog box pops up, check the box titled "Delete all offline content" and then click on "Okay". Your local copies of cached (saved) web pages that you have previously viewed will be deleted. This step can take between 3 seconds and 3 minutes to complete. Wait until your cursor returns to normal.

    3. Staying on the "General" tab of the "Internet Options" box, in the "Temporary Internet Files" section, click on the "Settings" button. When the "Settings" dialog box opens, under "Check for newer versions of stored pages" select the "Every visit to the page" radio button, and then click the "Okay" button. You have just set your browser to ignore any locally saved pages, and to get new ones from our server each time a page is requested by you. You can now close all remaining open dialog boxes and return to your browser.

  5. If this does not clear the problem, you may be using a computer or a browser version which is too old. Try to log on from a different computer and see if it works. Internet Explorer version 6.0 and later should work fine. You can download and install later versions for free, from the Netscape or Microsoft Internet Explorer web sites.

  6. If these steps do not resolve the issue, please contact your case manager or firm administrator.