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Help, useful tips and troubleshooting

Forgotten your username or password?

Use this tool to get a reminder: I forgot my login details...

Coming from NEODAAS-Plymouth?

If you are coming from the NEODAAS-Plymouth website your session may have timed-out; the authentication lasts for 12 hours. Please try logging into the Plymouth website again and then return to Dundee. If that still does not work then please contact us.

Accessing our images

If you try to access one of our images when you are not logged in then your browser should automatically ask you to enter your username and password. If you enter them you will be logged in and the image you requested should be displayed. If however you press cancel you will be redirected to this page, with instructions to register or log in.

If your browser isn't prompting you to enter your username and password when you try and access an image, and instead you just get taken straight to this page right away, then there are several possibilities:

  • If you are using Microsoft Internet Explorer then try the tips below.
  • Try removing any cookies from your browser using our cookie cutter. This will remove any cookies for the Satellite Station which may be corrupt or contain incorrect information.
  • Are you accessing the internet via a proxy/cache server? They can sometimes cause problems.
  • Try using the login form above instead.

Points to check

Case-sensitive
Please note that both the username and password are case-sensitive; ie. you must type them exactly the same as when you registered, including any use of capital letters.

Microsoft Internet Explorer
Internet Explorer may be configured incorrectly. From the Tools menu, select Internet Options, view the Security tab, select the Internet Zone, press the Custom Level button, scroll down to User Authentication, and ensure you have selected Prompt For Username And Password. For more information please see our Internet Explorer Help Page.

Netscape / Mozilla
If you get the prompt "Please enter the master password for the Software Security Device" then please enter the password you used to log onto your computer. For more information please see our Netscape Help Page.

Proxy / Firewall
Some people who access our site via a proxy or cache have reported problems which have disappeared when they have changed to direct access. You may wish to try this by changing the Network options in your browser. Browsers going through a firewall may also have problems. Check with your local network administrator. Using our login page often helps avoid this problem.

Server busy
If our system is very heavily loaded serving many simultaneous users it may have trouble checking the password file simply because it is so busy. Please try the operation that failed once or twice more to make sure that this hasn't happened to you.

Old browser version
People using Microsoft software (especially Internet Explorer version 2) have reported problems which have disappeared when they change to a different browser. You may wish to try Opera, Netscape, or a different browser.

Please note that our site only uses well-established internet standards for authentication.

Still having problems?

If your registration was accepted but you are still having problems accessing the site please contact us using our comment form. Please give full details of the problem, what you are trying, what is failing, and the error message. Don't forget to tell us your username! Also give details of the make, model and version number of your browser plus whether you come via a proxy or cache.