Customer cant login to Online Shipping Website

Owned by Gord More (Unlicensed)
Last updated: May 30, 2016
3 min read

Problem

Your customer cant access www.internetdispatcher.net or cant login into the online shipping system via a browser (Internet Explorer, Firefox or Chrome)

Solution

IMPORTANT! We have noticed that computers running XP are now having a lot of issues browsing the internet. Please click on and read this article (Windows XP Issues) and make sure your client is not on XP. If they are, you will be doing them a service by passing on this article to them: Windows XP Issues

 

First, what you need to do

  1. In IDS's PC Client on your computer, go to the Account Entry Screen, pull up this client record.
  2. Check that both "enabled" tick boxes are checked for them.  If not, check them and press update
  3. In the admin section on the bottom of the page, check there is a username and a password. If blank, create a username and / or password and then update.
  4. Click on "edit address book." This should open up your internet browser (Internet Explorer, Firefox or Chrome), then display their address book. On this screen, click on "Ship Now." You have now logged into the online shipping portal as your client. This confirms that IDS is working and that the login details are correct. See the next section for more help.
  5. Send your client the Account ID, the User ID and Password as you see it in the Account Entry Screen. Have them login again using those details.
Next, what your customer needs to do
Either send the link of this article to your client or copy and paste the following information into an email and send it to them.
  1. On their computer that is having the issue, have them go to http://www.speedtest.net/ and do a speed test. They should:
    1. be able to display the webpage
    2. have a ping of 100 ms or LESS.
    3. have a download speed of 1 Mbps or faster
    4. have a upload speed of 1 Mbps or faster.
  2. If they dont, then their computer is having an internet connectivity issue and they need to consult their IT support.
  3. Have your client try any of these links:
    1. http://reports.internetdispatcher.org/ids/login.jsp
    2. http://users.internetdispatcher.org/ids/login.jsp
    3. http://east1.internetdispatcher.org/ids/login.jsp
  4. Have your client turn off any extra security , virus scanning, malware protecting software program they have installed on their computer, then try again. If they can now access the website, they need to contact their IT Support and have them allow our webpage to be displayed.
  5. Have your client or their IT Support go to "Internet Options" on the computer that is having issues. Then:
    1. in the security tab, note the current settings, then click on the "default level" button.
    2. in the advance tab, note the current settings, click on the "restore advance settings"
    3. press Apply
    4. restart their computer
    5. try the links in point 3 above.
    6. If the links now work, then put back the setting in point a above, restart computer.
    7. If the links no longer work, the computer has a custom setting in this tab. They need to consult their IT Support to have them change that setting.
    8. If the links still work, then put back the setting in point a above, restart computer.
    9. If the links no longer work, the computer has a custom setting in this tab. They need to consult their IT Support to have them change that setting.
  6. Have your client or their IT support check their firewall for their computer and their network.
    1. They need to ensure our websites are not blocked.
    2. They need to ensure jsp for our website is available.

If the above does not solve your problem, please: 

  1. Dont just jump to support without doing the steps above. The first thing we will do, is make sure the steps above have been done as they solve 99.99999% of the problems.
  2. Open up a support ticket
  3. In the support ticket, let us know you tried this article and provide us with your username and password or your client who is having troubles logging in.