suelightin
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posted on January 30, 2002 07:46:22 PM new
Hello!
I am writing from my friend's computer because I can't log into A/W on my computer. For the last few days when I go to log in at AW an announcement comes up "could not find user acct. etc."
I have not changed any browser, cookie, etc. settings on my computer (I wouldn't know how  So why can't I get in?
In an effort to try to get in I even changed my password hoping that would help, but it didn't 
I cleared my cache/history. Still no good. Rebooted. Still no good.
Help!
Sue
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ChristopherCS
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posted on January 30, 2002 07:47:58 PM new
Hi Sue,
How were you able to change your password, if you are unable to log into your account?
Christopher
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service
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suelightin
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posted on January 30, 2002 10:34:04 PM new
Hi Christopher...
As I explained I am doing this from my friend's computer; I changed my password using her computer.
Sue
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SonyaCS
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posted on January 31, 2002 09:05:40 AM new
Hi Sue,
Do you have your cookies enabled? What browser are you using, and what version is it?
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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suelightin
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posted on January 31, 2002 09:18:16 AM new
Hello...
I am not a computer whiz. I have touched nothing on my computer that would make it any different. I have not changed any settings. I wouldn't even know how to do this. I was able to sign in before so I must assume my cookies were enabled then and must be enabled now. IE 5.0.
Sue
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SonyaCS
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posted on January 31, 2002 09:32:23 AM new
Hi Sue,
Do you have an alternate browser on your computer that you could try? If you are able to get in using a friend's computer, then it has to be your browser causing the problem. Let me know if this helps.
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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suelightin
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posted on January 31, 2002 05:39:31 PM new
Hello again
I do not have an alternate browser. I had my friend check and the box is checked that says cookies enabled.
Now what? I can't get in. I am getting in through my friend's computer right now.
Please help.
Sue
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suelightin
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posted on January 31, 2002 06:44:35 PM new
HELPPPPPPPPPPPPPPPPPPPPPPPPPPPP
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DianaAW
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posted on January 31, 2002 07:00:56 PM new
Hi suelightin,
Do you by any chance have firewall software installed on your computer? Some personal firewall software will reject cookies, which may cause this problem.
If not, you might want to empty the cookie file on your system, as there may be a corrupted cookie that is preventing you from logging in.
Sorry for the frustration...
Diana
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suelightin
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posted on February 1, 2002 08:46:09 AM new
Hi Diana!
No I do not have a firewall. I'm a pretty barebones computer person. When you tell me to get rid of my cookies do you mean to empty my history/cache? If so, I have already done that. And rebooted.
However, if you mean there is something else I need to do to get rid of cookies please let me know how to do it ASAP.
Thank you!
Sue
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allebaris
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posted on February 3, 2002 06:15:23 PM new
Hello!
Will someone please help me to help my friend Sue. I have been writing on Sue's behalf above. I'm now writing under my i/d at AW allebaris.
I had her get rid of all her temporary internet files/cookies. She still cannot log into AW.
So I did a test to see if she could log into AW using my i/d and password and she was able to!!! So why can't she get into her own account?
PLEASE help! It has been days now and time is money. Please check to see if you have blocked her access from her internet position. Or anything else.
Thank you!
Cheryl
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SonyaCS
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posted on February 4, 2002 09:07:23 AM new
Hi Sue,
You are able to get into your friend's account on your computer, but not your own? Is the error message still "could not find user account"?
-Sonya
Got Questions? Check out AuctionWatch.com's Customer Service center at http://www.auctionwatch.com/service !
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allebaris
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posted on February 4, 2002 10:04:14 AM new
Hello Sonya...
I am working on Sue's behalf and helping her.
The answer to both of your questions above is yes.
So what do we do now?
Cheryl
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DianaAW
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posted on February 4, 2002 10:35:54 AM new
Hello suelightin and allebaris,
I am going to have to escalate this to engineering, as I have no other ideas as to why the account cannot be accessed. I see no problems from here, so it is most likely a system-specific problem. I'll post back as soon as I hear anything.
Thanks,
Diana
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allebaris
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posted on February 4, 2002 11:01:19 AM new
Diana...
Thank you! We look forward to your next post!
Cheryl & Sue
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DianaAW
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posted on February 4, 2002 12:02:05 PM new
Hi -- I have heard back from our engineers, and they are also not sure why this would be happening. Are you by chance using a bookmark? If so, please try using this URL to login:
http://wsacp.auctionwatch.com/my/acp/
If not, perhaps reinstalling your browser or your AOL software will help.
Edited to say - you might also want to try a different AOL access number as well, if there is on available in your region.
Diana
[ edited by DianaAW on Feb 4, 2002 12:03 PM ]
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allebaris
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posted on February 4, 2002 12:13:23 PM new
Hi Diana!
Sue isn't using a bookmark. She has been accessing the site by putting www.auctionwatch.com in her browser.
When Sue gets home tonight I will call her and have her try a different access #.
But if you could possibly answer the following question this afternoon I would appreciate it...
Sue is a pretty bare bones computer person and reinstalling AOL or her browser will necessitate me going to her house and I really lack the time. I wouldn't mind doing this however, I am not assured of a positive resolution. SO...I have an idea...
Will you work along with Sue and me and just create a new account for her? Allow her to start "fresh" with a new i/d and password. Not just change the old one, but create a totally new one. When we changed hre password on the current account she still couldn't get in. Also, remember...she WAS able to get into my account "allebaris" with no problem.
Please advise...thank you for all of your effort on Sue's behalf.
Cheryl
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allebaris
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posted on February 4, 2002 02:45:28 PM new
HELPPPPPPPPPPP
It's been hours now. Please will someone let me know if Sue can start up a new account with a new login name and password and have her images transferred over to it?
Please read the above posts. Please.
Cheryl
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BrianAW
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posted on February 4, 2002 03:04:19 PM new
Hi allebaris,
Yes, you can try to set up an additional account. Let us know if she is then able to login.
So she is able to login to your account on her computer, but not hers?
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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DianaAW
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posted on February 4, 2002 03:56:15 PM new
Just to add to this, note that we cannot transfer images from one account to another easily. The images would most likely need to be reuploaded to the new account.
Also, I'm concerned that since the problem is system related and does not appear to be related to our site, that even if she is able to create a new account she might eventually experience the same problem with it.
Diana
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allebaris
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posted on February 4, 2002 04:06:49 PM new
Hello Brian...
Yes she can repeatedly log into my account from her computer, but she cannot log into her own account.
Cheryl
Hello Diane...
With all due respect and admittedly not professing to be a computer genius...how can you say the problem is related to her system when she can log into my account from her computer and not into her account from her computer. Frankly, this is really starting to unnerve me.
Cheryl
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BrianAW
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posted on February 4, 2002 04:14:51 PM new
Hi allebaris,
Are you using capital letters where you shouldn't, or vice versa? Do you have auto-complete installed that fills in the password/User ID for you? If so, turn this off.
-Brian
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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DianaAW
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posted on February 5, 2002 10:27:54 AM new
Hi - according to our engineering team, the problem may definitely be related to the auto-complete function. Please enter both the username and password manually as this might resolve the issue.
Thanks,
Diana
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