Basic Troubleshooting

• Log on process
• Clearing your cache
• Checking you browser settings
• Enabling cookies

Log on process

When you log on to WGSN, your username and password are encrypted and then sent over the Internet using an SSL connection (Secure Sockets Layer). No one can read or access the data that is being transmitted.

Depending on your browser settings, a grey box may pop up telling you "You are about to be redirected to a connection that is not secure". This is simply because the logon process has completed successfully - click on the Yes button to continue to the WGSN members' home page.

Clearing your cache

Most of the problems that are experienced using WGSN are simply due to a full browser cache. The cache is where your computer temporarily stores pages and images that you have recently viewed for speed of access.

You should try to clear your cache once every week or so. This will not delete your Favourites or your History (the list of web pages that you have used recently). Click here for instructions on clearing your browser cache:

• Internet Explorer on the PC
• Firefox on the PC or Mac
• Netscape Navigator on the PC or Mac
• Safari on the Mac

Nearly all remaining problems are caused by incorrect browser settings. You only need to update these once. Click here for instructions on checking your browser settings:

• Internet Explorer on the PC
• Firefox on the PC or Mac
• Netscape Navigator on the PC or Mac
• Safari on the Mac

If you are still experiencing any problems with WGSN connection or delivery of the service, the WGSN helpdesk team are available to assist you. Just contact Helpdesk with any queries - technical, sales or general comment.

Please let us know your full name, work email address, WGSN username and describe the problem as fully as you can. Supplying this information helps us to resolve your problem as quickly as possible.

In most cases we will reply within 24 hours. If you have a more detailed content-related enquiry, this will be passed onto the Ask WGSN team, so it may take up to 72 hours before receiving a response.

How to clear your browser cache:

Internet Explorer on the PC:

1. From the top menu, click on Tools and then click on Internet Options, a pop-up window appears.
2. On the General tab is a section labelled Temporary Internet Files. Click on the Delete Files button and another little pop-up appears.
3. Click on the OK button: an egg timer will appear. Once this has gone, click on the OK button to close the pop-up window. Close your browser fully and then reopen it to continue using WGSN.

Firefox on the PC:

1. From the top menu, click on Tools and then select Options.
2. Click on thePrivacy icon, then select the tab labelled Cache.
3. Click on the Clear Cache Now button, then click on the OK button to save settings. Close your browser fully and restart it to continue using WGSN.

Firefox on the Mac:

1. From the top menu, click on Firefox and then select Preferences
2. Click on the Privacy icon, and select the Cookies tab.
3. Make sure the box titled Allow sites to set Cookies is checked.

Netscape Navigator on the PC or Mac:

1. From the top menu, click on Edit and then click on Preferences, a pop-up window appears.
2. Select Advanced from the left-hand category list, then the sub-option labelled Cache.
3. Click on the Clear Memory Cache button: an egg timer will appear.
4. Once this has gone, click on the Clear Disk Cache button: another egg timer will appear.
5. Once this has gone, click on the OK button to close the pop-up window. Close your browser fully and then reopen it to continue using WGSN.

Safari on the Mac:

1. Click on Safari in the menu bar
2. Select Empty Cache
3. Click Empty

Checking your browser settings

Internet Explorer on the PC:

1. From the top menu, click on Tools and then click on Internet Options, a pop-up window appears.
2. On the General tab is a section labelled Temporary Internet Files. Click on the Settings button and another pop-up window appears.
3. Where it reads "Check for newer versions of stored pages", ensure that the option "Every time you start Internet Explorer" is checked. Click on the OK button.
4. Next, click on the Advanced tab. Scroll down and, under the Java VM heading, ensure that the option Java JIT compiler enabled is checked.
5. Then click on the OK button to close the pop-up window. Close your browser fully and then reopen it to continue using WGSN.

Firefox on the PC:

1. From the top menu, click on Tools and then select Options.
2. Click on the Content icon, then make sure the boxes Enable Java and Enable JavaScript are checked.

Firefox on the Mac:

1. From the top menu, click on Firefox and then select Preferences.
2. Click on the Content icon, then make sure the boxes Enable Java and Enable JavaScript are checked.

Netscape Navigator on the PC or Mac:

1. From the top menu, click on Edit and then click on Preferences, a pop-up window appears.
2. Select Advanced from the left-hand category list. Ensure that the option Enable Java is checked.
3. Next, click on the Cache sub-option from the left-hand list. Where it reads Update Pages, ensure that the option Once per session is selected.
4. Then click on the OK button to close the pop-up window. Close your browser fully and then reopen it to continue using WGSN.

Safari on the Mac:

1. Click on Safari in the menu bar
2. Choose Preferences
   
3. Click on the Security icon
4. Select Enable Java and Enable JavaScript

Enabling Cookies

Cookies are small information files stored on your computer by your browser. The cookies we use enable us to identify you and provide you with a smooth, efficient and customized experience while using our site. The information we store will only be used in accordance with our Terms and Conditions and Privacy Policy. You must enable cookies to use the site.
To enable your cookies, follow the instructions below for the browser version you are using:

Windows PC

Internet Explorer 6.x

1. Click on Tools in the menu bar
2. Select Internet Options
3. Click on the Privacy tab
4. Move the slider to Medium (if a slider is not visible then click on the Default button and the slider will appear)
5. Click on the Advanced button to ensure that Override automatic cookie handling is not checked.
6. Click OK to save settings, then restart browser

Internet Explorer 5.x

1. Click on Tools in the menu bar
2. Select Internet Options
3. Click on the Security tab
4. Select the Internet icon
5. Click on Custom Level at the bottom of the box
6. Scroll down to Cookies and make sure that both the Allow Cookies that are stored on your computer and the Allow per-session cookies buttons are set to Enable
7. Click OK to save settings, then restart browser

Firefox 1.5

1. Click on Tools in the menu bar
2. Select Options
3. Click on the Content icon, then make sure the box Allow sites to set cookies is checked.
4. Click OK to save settings, then restart browser

Netscape 8.1 & 7.x

1. Click on Edit in the menu bar
2. Select Preferences
3. Expand the Privacy & Security category in the left hand menu and then click on Cookies
4. Select either the Enable all cookies or Enable cookies for the originating web site only button on the right
5. Click OK to save settings, then restart browser

Netscape 6.x

1. Click on Edit in the menu bar
2. Select Preferences
3. Expand the Privacy & Security category in the left hand menu and then click on Cookies
4. Select either the Enable all cookies or Enable cookies for the originating web site only button on the right
5. Click OK to save settings, then restart browser

Netscape 4.x

1. Click on Edit in the menu bar
2. Select Preferences
3. Click on the Advanced category in the left hand menu
4. In the Cookies section, select Accept all cookies or Accept only cookies that get sent back to the originating server
5. Click OK to save settings, then restart browser

Apple Macintosh

Firefox 1.5

1. Click on Firefox in the menu bar
2. Select Preferences
3. Click on the Privacy icon, then make sure the box Allow sites to set cookies is checked.
4. Click OK to save settings, then restart browser

Netscape Navigator 7.x

1. Click on Edit in the menu bar
2. Select Preferences
3. Expand the Privacy & Security category in the left hand menu and then click on Cookies
4. Select either the Enable all cookies or Enable cookies for the originating web site only button on the right
5. Click OK to save settings, then restart browser

Netscape Navigator 6.x

1. Click on Edit in the menu bar
2. Select Preferences
3. Expand the Privacy & Security category in the left hand menu and then click on Cookies
4. Select either the Enable all cookies or Enable cookies for the originating web site only button on the right
5. Click OK to save settings, then restart browser

Netscape Navigator 4.x

1. Click on Edit in the menu bar
2. Select Preferences
3. In the left section of the window, click on Advanced
4. In the Cookies section, select Accept all cookies or Accept only cookies that get sent back to the originating server
5. Click OK to save settings, then restart browser

Safari 1.0 (MacOS X)

1. Click on Safari in the menu bar
2. Choose Preferences
3. Click on the Security icon
4. Go to Accept Cookies and select Always or Only from sites you navigate to
5. Save the settings, then restart browser