Author Topic: Help! I can't log into the forum!  (Read 15131 times)

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Offline IIH Support Staff

  • IIH Support Staff
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Help! I can't log into the forum!
« on: April 17, 2009, 01:59:04 PM »
If you're having problems logging into the forum, before contacting the forum staff for assistance, please try the steps below to resolve your problem.

If you contact forum staff before you have completed these steps, they will be unable to assist you further until you have done so, and will simply direct you to this post.

Step 1. If you're having a problem logging into the forum, make a note of any error messages that appear.

Step 2. Close the page or tab in your web browser that the IIH Support site is open on and then completely close your web browser (usually by choosing "Exit" on the "File" menu of your browser). Re-open your web browser and open the forum site on a new page or tab in your browser and try to log in again. If you're still unable to log in, proceed to the next step.

Step 3. If you have access to another computer, try to log in from that. If successful, try again from the first computer you tried.

Step 4. If you don't have access to another computer but have more than one web browser installed on your computer, try to log in using a second web browser. If successful, try again from the first browser.

Step 5. Delete your browser's cache, or temporary internet files. Depending on which browser you use, the method to do this is slightly different. Instructions are given below for the commonly used web browsers. If you use a browser that's not listed, directions on how to clear the browser's cache are usually found in the browser's help file.

Internet Explorer: On the menu, click the "Tools" item and scroll down to the "Internet options" item (the last one on the menu). Click that and a small window will open. There are three sections on this small window. It's the middle one "Temporary internet files" that you want. To clear your browser's cache, click the middle button, "Delete files". An alert will ask you if you want to do that. Click okay, and then "Okay" again on the "Internet Options" window to close it.
Firefox: On the menu, click the "Tools" item, and scroll down to the last item on the menu, "Options" and click this. A small window will open with various options. Click on the "Privacy" tab within this window. At the bottom of the privacy page is a section headed "Private data". Click the button in this section marked "Settings" and in the list that appears, ensure that "Cache" and "Authenticated sessions" have a tick in the box next to them. Click okay to go back to the main Privacy window, and then click the button just below the "Settings" button, marked "Clear now". Firefox may ask you to confirm you want to clear this data. Click "Okay" and then close the "Options" window.
Opera: On the menu, click the "Tools" option, and then scroll down to the last item on the menu, "Preferences", and click that to open the preferences window. On the preferences window, click the "Advanced" tab, and then click on the "History" item on the list on the left of the window. In the centre of the 'History' page is an item called "Disk cache" with a drop-down list at the side of it. Next to it is a button marked "Emtpy now". Click that button and then "Okay" to close the 'Preferences' window.

Step 6. Delete your browser's cookies. Depending on which browser you use, the method to do this is slightly different. Instructions are given below for the commonly used web browsers. If you use a browser that's not listed, directions on how to clear the browser's cache are usually found in the browser's help file.

Internet Explorer: On the menu, click the "Tools" item and scroll down to the "Internet options" item (the last one on the menu). Click that and a small window will open. There are three sections on this small window. It's the middle one "Temporary internet files" that you want. To clear your browser's cache, click the middle button, "Delete cookies". An alert will ask you if you want to do that. Click okay, and then "Okay" again on the "Internet Options" window to close it.
Firefox: On the menu, click the "Tools" item, and scroll down to the last item on the menu, "Options" and click this. A small window will open with various options. Click on the "Privacy" tab within this window. In the centre of the privacy page is a section on cookies. Click on the button that says "Show cookies". In the window that opens, in the search bar at the top of the window, type "iihsupport.org", and all cookies sent from the forum will be listed below in this window. Click on any cookies that give a URL of "iihsupport.org" by clicking the "Remove cookie" button, and then close that window.
Opera: On the menu, click the "Tools" option, and then scroll down to the last item on the menu, "Preferences", and click that to open the preferences window. On the preferences window, click the "Advanced" tab, and then click on the "Cookies" item on the list on the left of the window. At the bottom of the 'Cookies' page is a button marked "Manage cookies". Click this to show the cookies stored by your browser. In the search bar at the top of the window that opens, type "iihsupport.org" and then click on the iihsupport.org cookie in the list below. Click the button on the right marked "Delete", then close that window, and click "Okay" to close the 'Preferences' window.

Once you've completed all of these steps, try again to log into the forum. If you have already completed these steps and are still unable to log into the forum, please read on.

Completing these steps will solve 90% of login issues, but if you have completed all of these steps and are still unable to log into the forum, then contact the forum staff using the the contact form on this page of the site.

Information you need to provide:

- what happens when you try to log in and any error message that appears
- Your forum username and an email address we can contact you at
- The web browser and version number you use to access the internet (e.g. Internet Explorer 6)
- Confirmation that you have completed the steps above

We will be unable to help you unless this information is provided.