|  | | Admin | The new user has a NU account/REACH Laptop | Create a service request ticket COI Support Portal | Create a service request ticket COI Support Portal | 02/07/2020 |
| | | Admin | Can you please tell me why my registration has been denied? | Your request to the COI Cooperation Portal was rejected on your email address.
| New User to only register with Official Military/Government email address. Public email services [Gmail/AOL/Home Internet Provider etc.] will not be accepted.
| 16/06/2020 |
| | | Admin | The link for COI Cooperation portal in the mail doesn't work anymore? Can you send new link so I can Register? | After 2 months all invitations expire. Contact Your site Owner/admin team asking to register. | 1. Check the invitation Send invitation from Top Site to users official email address | 16/06/2020 |
| | | Admin | I forgot my password and now my account is locked out. Can you please activate it | COI Team Only unlock Users | Create an new service request ticket on the COI Support page | 12/06/2020 |
| | | Admin | *** user has problems with the registration on COI | Contact the COI Support team | Create a Service Request ticket COI Support Portal | 08/06/2020 |
| | | Admin | I can't reset my password as not used DNBL for a year. It will not accept my secret question - mother’s maiden name and be sure I know that answer. Could you please delete my account to re-apply | All Users reset their own password, Contact COI Support Team | 1. Check account is activate via the extranet users page, if see red spot the account is locked email the COI Support to unlock user.
| 29/05/2020 |
| | | Admin | I want to login to the COI portal, but I have forgotten my username | User may not have an account. Check site permissions to see if user is registered.
| If user is not registered you can verify and send out invitation. Otherwise the username is their official email address | 29/05/2020 |
| | | Admin | User has message "This account is has not been approved. Please contact the site administrator for assistance" | For User account to be activate can take up to 24 hours. No approval on Weekends & Public holidays | On the Invitation email notification explains use account can take up to 24 hours to be active
| 29/05/2020 |
| | | Admin | Seems that I already have an account but if so, forgot password and security question comes always back wrong. | If users have an NR account/REACH Laptop: click "Sign in here with NR account/REACH laptop" | 1. User to click "Sign in here with NR account/REACH laptop" | 28/05/2020 |
| | | Admin | Problem access the **** Site - I need permission to access this site | Check if they are registered, if so grant permission. New User send out Invitation | 1. Local administator checks permission group for user,
if user is not found - validate/verify user.
2. Add/Grant user to permission group | 28/05/2020 |
| | | Admin | I am attempting access Portal which I have registered for. All links are requesting me to send a page access request. Is this normal or is there an issue? | Yes, it is normal as the access/permission works. User is requested to send a request to access sites. | 1. User to click on site page access request
2. Or User can contact site administrator to send invite | 28/05/2020 |
| | | Admin | I have put user name/email address and password but the system reply "Invalid user name or password." | User to check using correct email address and ask you’re to ONLY type in Copy/Paste method will cause invalid error. The user to click on NR account/REACH Laptop link
NOTE: copy & paste introduces new errors, after data is copied its usually motified to suits its new location, thus prone to all sort of human login errors. | 1. Close website & reopen to reset/clear field boxes
2. Is User copying & pasting into field boxes? Yes this creates errors - best practice to type in ONLY | 27/05/2020 |
| | | Admin | Apparently, I forgot the password I put during the registration, to have a new one the system tells me : “The password-answer supplied is wrong.” But I’m sure of my answer.. | User to check using correct email address and ask you’re to ONLY type in. Copy/Paste method will cause invalid error. OR User to click on NU account/REACH Laptop link
NOTE: copy & paste introduces new errors, after data is copied it’s usually modified to suits its new location, thus prone to all sort of human login errors. | 1. Close website & reopen to reset/clear field boxes
2. Is User copying & pasting into field boxes? Yes this creates errors - best practice to type in ONLY 3. Sign in via NU Account/REACH Laptop | 27/05/2020 |
| | | Admin | I am attempting access Portal which I have registered for. All links are requesting me to send a page access request. Is this normal or is there an issue? | Yes, it is normal as a NATO and NATO Nations user I have access to the COI Cooperation Portal. To access a site portal Users are requested to add short description to activate the Access request button to site. | 1. User to navigate to a site
2. Add overview for their access to the page
3. The access request button will then become activate
4. Or user can contact site administrator team | 27/05/2020 |