Frequently asked questions about logging in.

This is the first time I’m logging in. What do I do?

First, make sure you have a Login ID and password. Your site administrator will provide you with these. Once you know your Login ID and password, do the following:

1. Type your Login ID into the field below the words Login  ID
2. Type your password into the field below the word password
3. Click on the Go arrow next to the password field (in IE, you can just hit the Enter key on your keyboard).
4. If your Login ID and password are valid and this is the first time you are logging into this site, you will see the Setup Wizard. The setup wizard will take you through a number of simple steps required for you to join this online community. For example, you will confirm the time zone you are in (so that dates and times will always be displayed in your local time), you may be asked to change your password, fill in some contact information, etc. Just follow the instructions on each page of the wizard and click the Continue or Submit buttons at the top of each page until you enter your site.

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I don’t remember my password.

Below the password field is a link that says Forget your Login ID or password? Click that link to request that your Login ID and/or password be sent to your email address on record in your site.

If you have never logged in before or if your email address has changed, a request for a new login ID and password will be sent to your site administrator who will contact you directly.

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I don’t remember my Login ID.

Below the password field is a link that says Forget your Login ID or password? Click that link to request that your Login ID and/or password be sent to your email address on record in your site.

If you have never logged in before or if your email address has changed, a request for a new login ID and password will be sent to your site administrator who will contact you directly.

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I think I have the right Login ID and password, but I keep getting an Invalid Login or Password message.

This can happen because of a number of reasons.

1. Check to make sure that you did not inadvertently mistype your Login ID.
2. The password for your site may be case-sensitive. If so, make sure your Caps-Lock button is not turned on and that you typed your password with the correct upper and lower case characters.
3. If you have verified that your Login ID is typed correctly and your password is correct, then it is likely that your membership in the site has become inactive. This can happen if the security settings in your site automatically make someone inactive who has not logged in within a certain number of days. See below for directions on what to do if you think you cannot login because your membership has become inactive.
4. For security reasons, some sites enforce a security setting that locks out anyone whose login fails more than 3 times in a row (because of an incorrect password). This thwarts hackers who try to break into sites using automated techniques that repeatedly enter different passwords. If you have typed your password incorrectly three or more times in a row, you may be temporarily locked out even when you enter your correct Login ID and password. If that happens, the lock will automatically be released after a certain number of minutes depending upon the security requirements of your site. (This might be as little as 5 minutes or as long as 60 minutes). You can either wait for the lock to expire, or you can contact your site administrator.

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What do I do if I can’t login because my membership has become inactive?

If your membership in your site has become inactive, you must ask your site administrator to reactivate your membership. You can do that by contacting your site administrator directly or by filling out the online form to request your Login ID and password. To fill out the online form click on the link below the password field that says Forget your Login ID or password?. If you fill out that request form and your membership is inactive, your site administrator will be notified that you are ready to login. (There will, of course, be a delay before the administrator receives your request, reactivates your membership and sends you a confirmation that you can log into the site.)

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I use a Mac. Is there anything special I need to know?

On Mac 10.X platforms iCohere works with both Safari and Firefox web browsers. On older 9.x Macs, Netscape 6.2 and 7.0 are supported. Internet Explorer for the Mac is not supported.

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I use Linux. Is there anything special I need to know?

iCohere works on many Linux kernel 2.6 distributions with the Firefox web browser, but is not systematically tested on all Linux distributions. If you use Linux and encounter any problems, please let us know at support@iCohere.com

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What versions of Internet Explorer (IE) are supported by iCohere?

IE version 6.0 works with iCohere on Windows 2000 and XP. IE version 5.5 is supported for older Windows 98 and NT computers. Because of compatibility differences between IE on the PC and IE on the Mac, iCohere does not currently support IE on the Mac.

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What versions of Firefox are supported by iCohere?

All versions of Firefox are supported for iCohere. For the best performance and security it is recommended that you update to the latest version of Firefox.

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What versions of Netscape are supported by iCohere?

On Windows and the Mac OS 10X, iCohere supports Netscape versions 6.2 and above. Older Macintosh OS 9X versions require Netscape 6.2 or 7.0.

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I use a less known browser. Is it supported by iCohere?

Because different browsers tend to handle advanced Javascript and dynamic HTML code differently, iCohere only supports browsers which we have systematically tested for compatibility. For details, see the answers above for Internet Explorer, Firefox, and Netscape browsers, and additional Mac and Linux information.

Mozilla version XX is also known to be compatible with iCohere.

Because we do not have the resources to systematically test every variety of available browser, we apologize if we do not currently support your favorite one.

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I have the right Login ID and password, but each time I try to login, I just see a page that says Click to Return to iCohere. What’s wrong?

If you start to login successfully, but then are returned to our launch page, you are probably using software that is known as popup defenders or ad blockers. Such software prevents web pages from opening as popups in your browser and are intended to protect you from the barrage of popup ads that so often interfere with productive work on the web. (Netscape 7.0 and above comes with a built-in popup blocker option.)

Because iCohere opens in a popup and uses popups to provide smooth and effective navigation within your site, your popup blocker will initially prevent you from logging into to your community.

If you can’t login to your site and think it might be due to your popup blocker, please read the section below on adding iCohere to the exceptions list in your popup blocker or browser.

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Does iCohere work with popup defenders or ad blockers?

Yes, iCohere now works automatically with most popup defenders and ad blockers. However, if you have a popup defender or ad blocker running, and you also have your web browser set to automatically remember your Login ID and password, you must click the click the Go arrow next to the password field on the iCohere login page to login to iCohere.

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When I login, I get a message that asks me if I am already running iCohere. Why is that?

Only one copy of iCohere should be running on your computer at a time. If we detect that iCohere may already be running on your machine, we will ask you to check when you start to log in a second time. If you find that iCohere is already open, click Cancel to the question and continue working in the copy of iCohere that was already open.

Sometimes we are incorrect in determining whether you already have a copy of iCohere running. That happens when you previously logged in and something happened that prevented you from logging out correctly. For example, if a power outage brought down your computer before you could logout or close your browser, you would still be shown as logged into your site even though you weren’t. In such cases, when you see the question Is iCohere already running on your computer? just click OK and you will be logged into your site.

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When I login, I get a message that tells me I am already logged in from another machine and my login fails. Why is that happening and what do I do next?

For security reasons — as well as to safeguard the integrity of your data — you can be logged into your site from only one computer at a time. If you (or someone else) uses your Login ID to access your site from two different computers at the same time, the second login attempt will fail.

You might be told that you are already logged in from another computer when you are not. This can happen if you are working from home and there is a power failure, or if you shut down your computer without first logging out and closing your browser. If you then go to your office or to another computer, iCohere will detect that you did not log out of your site from your first login and you will get the message that you are already logged in from another computer.

If this happens, you can do either of the following:

1. Wait for about one hour and if there has been no activity from your first login, your login profile will be automatically reset and you will be able to login from any machine.
2. If it is convenient, login back into iCohere from the same computer from which you were logged in originally, and log out correctly. This will reset your login profile and you can then login from another computer.

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