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Login Troubleshooting

First, make sure you've correctly followed the instructions in How do I log in?, or in the guide to Logging in to USYD eLearning (available from the guides page).

In particular, make sure that you are using the correct login link (Unikey or Non-Unikey).

Next, check the list of common error messages and login problems.

Finally, if you still cannot log in, contact us at the helpdesk through our email form.

Common error messages and login problems

For a comprehensive resource in diagnosing/fixing many browser problems we recommend that you also visit http://www.webct.com/tuneup

Error message: "You have entered a wrong password"

If your allocated Non-Unikey login name and password are not working, email us.

If you are studying a course delivered by the University of Sydney, but are enrolled at a different University, your lecturer or course co-ordinator will provide you with a non-Unikey username and password for My eLearning. Contact your lecturer if you have not yet received this information.

Error message: "User Authentication Failed"

If your allocated Non-Unikey login name and password are not working, email us.

If you are studying a course delivered by the University of Sydney, but are enrolled at a different University, your lecturer or course co-ordinator will provide you with a non-Unikey username and password for My eLearning. Contact your lecturer if you have not yet received this information.

Error message: "This page cannot be displayed"

This is probably what's called a Firewall problem. Try removing the colon (:) and the number (usually "8900") from the URL.

If you're trying to access My eLearning from work, or from a hospital, you may also need to speak to your local IT person, and ask them to unblock the port of the same number.

So, to be clear... you get through the login authentication ok, but then you get a weird error message. Is that right? If so, email us and tell us what it says.

If that's not what you mean, have another look through the first few questions, and if that still doesn't characterise your problem, email us and tell us what's going on.

If you don't get an error message, but you are asked to provide your login details over and over again, you probably need to clear your browser’s cache (i.e. your temporary internet files) and cookies (stored information about sites you have visited). This will remove dated information from your browser and the error should be eliminated.
To locate instructions on clearing cache and cookies, select your operating system and browser type from the list below.

For a comprehensive resource in diagnosing/fixing many browser problems we recommend that you also visit http://www.webct.com/tuneup

Clearing Cache/Temporary Internet Files and Cookies

To clear your Cache/ Temporary Internet Files and Cookies select your browser from the list below and follow the instructions.

You are a PC user with:

You are a Mac user with:


Internet Explorer 6

Clear cache in IE 6.0

  1. From the drop down menu bar (File, Edit, Tools etc.), click Tools, then Internet Options
  2. This brings up a dialogue box with 6 tabs across the top (General, Security, Privacy, Content etc.)
  3. Click General, then look for Temporary Internet Files
  4. Click Delete Files, then (if it appears) check off Delete all offline content;, then click OK
  5. Click OK again and this should clear all cached pages
  6. Click Delete Cookies
  7. Click OK
Netscape 7.1

Clear cache in Netscape 7.1

  1. From the drop-down menu bar (File, Edit, etc.), click Edit, then Preferences
  2. Find Advanced and click the > sign in front of the word Advanced
  3. You'll see Cache, Proxies, etc.
  4. Click Cache
  5. On the right, locate and click on the button labelled Clear Cache
  6. Click OK to close the Cache Dialogue box
  7. Find Security and Privacy and click the > symbol to expand the category
  8. Click on Cookies
  9. On the right you'll see a button labelled Manage Stored Cookies
  10. First, click Manage Stored Cookies to open the Cookie Manager.
  11. Then click Remove All Cookies
  12. Click Close to close the dialogue box
Mozilla
  1. Click Tools
  2. Select Options
  3. Click Privacy in the menu on the left side of the Options window.
  4. Click the arrow next to Cache to show more options
  5. Click the Clear button to clear your cache files
  6. Click the Clear button next to Cookies (above Cache)
  7. Click OK when you are finished to close the Options window
AOL
  1. Open the AOL account
  2. Click on the Settings button on the toolbar. (My AOL for older versions)
  3. Select Preferences
  4. Select the Internet Properties (WWW) link on the left-hand side (Older versions will show a WWW box)
  5. In the middle of the Internet Options box is a section called Temporary Internet Files
  6. Click Delete Files
  7. Place a check mark in the Delete All Offline Content box
  8. Click OK
  9. Click on the Delete Cookies Tab

Internet Explorer 5.1 Mac OS9
  1. Open the browser
  2. Select menu item, Edit
  3. Select Preferences
  4. Expand Advanced category
  5. Select Cache
  6. Select Empty Now
  7. Click OK
  8. Back in Preferences window, select Receiving Files
  9. Highlight all cookies and press Delete
Netscape 6 MAC OS9
  1. Open the browser
  2. Select menu item, Edit
  3. Select Preferences
  4. Expand Advanced category
  5. Select Clear Memory Cache and Clear Disk Cache
  6. Click OK
  7. Expand Privacy & Security
  8. Select Cookies
  9. Select View all Cookies
  10. Select Remove all Cookies

Note: Prior to version 6.0, there is no place to remove cookies, only to set how to accept them.
MozillaMAC OS
  1. Start Mozilla
  2. Open the Mozilla menu
  3. Select Preferences
  4. Double-click Advanced
  5. Select Cache from the new menu
  6. Click Clear Cache
  7. Click OK
AOL
  1. Click My AOL at the top of your browser
  2. Select Preferences
  3. Click the WWW icon on the left hand side.
  4. On the right hand side, click Empty Cache Now
  5. Click the Advanced Settings button on the right. This will bring up a new window for Advanced Settings.
  6. To the left under Receiving click Cookies
  7. Highlight all cookies and press Delete on your keyboard.
Safari With Mac OSX
  1. Open the browser
  2. Select the Safari top menu item
  3. Click on Empty Cache
  4. Select the Safari top menu item
  5. Click on Preferences
  6. Select Security tab
  7. Select Show Cookies
  8. Select Delete Cookies