There are several reasons why you may not be able to access your administration consolepanel. Here are some of the most common reasons:
- "Account Not Present"
This error indicates that we were not able to locate your account with the information you entered. Make sure that you are using the correct user name and password. In many cases, the issue is that the password was entered incorrectly or has expired.
Solution:
Double-check the information you are entering, and make sure that the CAPS LOCK feature on your keyboard has not been activated. Do not rely on the browser's auto-complete feature to fill out the fields. If the problem persists, submit a support ticket to request a new or reset password. - "Account Suspended":
This message indicates that your account has been blocked.
Solution:
Please contact technical support for more information as to why the account was suspended. - "Password has expired":
This error is common with trial accounts. The password expires automatically after your free trial account has ended.
Solution:
Contact your account representative about switching from a trial to a full account. - "The console is already in use by the same user":
This error occurs when you close the browser connected to the console without first exiting the session. If you try to log back into the console right away, you may get this message as the previous session is still active. Please note that multiple sessions under the same user name are not allowed. If you need multiple administrators to have access to the console, you will need to purchase this additional feature. Please contact your account manager for details.
Solution:
Retry again after 5 minutes of inactivity. If the problem persists, please submit a support ticket. - When accessing the console admin panel, I'm redirected back to the login page:
This is typically due to an issue with the temporary files saved by your browser: the browser does not believe that a session exists, but our servers do. The conflict between the two can produce this issue.
Solution:
Close all browser windows. Restart the browser and retry. If the problem persists, delete temporary internet files in your browser. Please consult the browser's help documents for details on how to do so.
Alternatively, you can try connecting to the console your account using a different browser (e.g. Firefox or Google Chrome, if you are currently using Internet Explorer), as it would not have the temporary files that may have created the problem on the other browser.
NOTE: The temporary files that may be creating the issue could have been saved by the network through which you access the Internet (e.g. a Proxy Server). If none of the solutions above work, then this is probably the issue and you will need to contact your network administrator.
If the reserved area of the site shows the problem again, you may try to access the console admin panel directly from the page: http://[domain of your consoleaccount]/console/login.aspx - 500 Error:
This is a technical problem. Our technicians have probably, already been notified of the problem, but you may also submit a support ticket if you wish to notify our team as well.
Solution:
Contact technical support and report on what server you were trying to login. To obtain this information, log into the customer service area of our Web site, and click on "CHECK SERVICE STATUS" at the bottom of the page. The data that you need can be found in the cell "front-end server currently offline" at the bottom of the table.
When contacting technical support, please remember to always include your user name in your message (the user name that you use to access your consoleplatform). It helps us quickly locate your account.