Frequently Asked Questions - Technical

Our sites have been designed to work best with the latest browsers. If you are having technical problems first make sure your browser has been updated. If you are using Internet Explorer 7 or earlier click here to update to version 9. This is free and will substantially enhance the security of your browsing. You can generally find out which version you are currently using by clicking on 'Help' on the menu bar on your browser.

Security Settings

About 80% of all technical queries we receive are due to issues relating to security settings on the member's computer. Sometimes a browser or a firewall may mistakenly block interaction.

Taking one or more of the following suggested actions usually is successful in solving problems particularly relating to logging on and off the site.

Internet Explorer

1 - Log off all sites and then close all browser windows. Open the browser and on the menu bar go to Tools > Internet Options > General. On browsing history click on delete and then delete your Temporary Internet Files and Cookies.

2 - If that doesn't work on the bottom toolbar there is a globe symbol with the word 'Internet' next to it. Double click this and then click 'Trusted Sites' and then 'Sites'. Add nnet-server.com, services.chiswickw4.com and chiswickw4.com (or the address of any other local site you are using). Uncheck the box that requires server authentication.

3 - If that doesn't work go to Tools > Internet Options > Security. Reset your security level to 'medium'. If that fixes the problem contact us again and we will investigate further the particular setting that may be causing the problem so that you can reset your security to a higher level.

4 - Failing that turn off any security software you are running and see if the problem is resolved. If it does investigate how you can change the settings so that it 'trusts' our domains and enter the details of the domains given above. If it is not clear how to do this contact your software supplier explaining the issue. If they are able to provide a solution please forward details to us so that we can add it to our knowledge base of solutions.

Firefox

If you are having trouble with one of our sites and a Firefox browser first make sure you are using the latest version by clicking on Help > Check for updates. At the time of writing the latest update was version 3.6.18

1 - Go to Tools > Page Info and then press the Permissions tab. Make sure you have opted to receive cookies from our site.

2 - Failing that turn off any security software you are running and see if the problem is resolved. If it does investigate how you can change the settings so that it 'trusts' our domains and enter the details of the domains given above. If it is not clear how to do this contact your software supplier explaining the issue. If they are able to provide a solution please forward details to us so that we can add it to our knowledge base of solutions.

Service Directory Issues

Compatibility issues with Internet Explorer 10 and 11 - if you are using either of these browsers you may experience display and functionality issues on the directory. To rectify select 'Tools' then 'Compatibility View Settings' and add the site to the list to be viewed in this way. Alternatively, you could try it in another browser such as Chrome.

First check your browser - see above for details. The service directory uses compression technology which is not available on earlier versions of some browsers so make sure you are running the latest update.

Because of the many features on the service directory prolonged use may be a drain on the memory resources of your computer particularly if it is an older model. If it is performing slowly it may be speeded up by closing unwanted applications that are running and restarting your browser.

There is an on-going issue with Safari which means that sometimes a new window does not open when you click on a link. Until a fix is sorted the way round this is to right click on the link and select the option to open a new window from the drop down window.

Problems may also be caused by security issues. Add the domain of the services directory you are using to your trusted list e.g. services.ealingtoday.co.uk (note no 'www').

Password Reset - Recently some users have been reporting a problem with resetting their password. A resolution is being worked on.

In the meantime when you enter a new password you may find that the dialogue box remains open with the new password gone. If this happens close the dialogue box, restart your browser and you should be able to log on using your new password.

Issues Logging On - Some browsers, particularly Safari, may impose case-senstivity on your log on ID. Safari also automatically capitalises the first letter entered into the log on field. If your log on is failing and you are sure you have the right details check the capitalisation .

Personal Messaging System

Most problems with this system are caused by browser security settings - see above for details.

Some browsers give an error message if the subject field is not completed so make sure you put text in there.

Pop-up blockers can sometimes stop the dialogue box for entering messages - make sure these are turned off for our sites. We don't use pop-ups but many systems incorrectly identify new windows as pop-ups.

If your mail being sent but not being received this may be due to a junk mail filter. As a server generated e-mail there is more chance of the message being incorrectly intercepted. If you are expecting to receive personal messages but they are not arriving check your junk mail folder and add our domains to your 'white' or 'trusted sender' list.

I am trying to register but the system won't accept the date?

Usually this happens when you try to enter a single digit for the date or the month. So if you were born on 1st January 1964 you would enter 01/01/1964. If you try to enter 1/1/1964 the system won't let you. If this doesn't work e-mail support@neighbournet.com with your name, post code, date of birth and the site you wish to be registered on and we will do the rest for you.

I'm having trouble entering a classified ad?

Make sure that you have clicked into the section in which you want to place the ad. The 'Insert Ad' button is not activated until you are in an appropriate area. If this is not causing the problem the issue is likely to be due to a security setting on your computer. See above for solution.

Why can't I log on even though I'm registered?

See above. This is likely to be due to a security setting on your computer.

Why have I stopped receiving my newsletter?

Normally this is due to a spam filter. Try adding the name of the sender of the e-mail (i.e. editor@ and then the name of the site) to your contacts list. Check your junk mail folder to see if the e-mail is there. If not it could be that your ISP is blocking the mail at the server level. We would strongly recommend that you contact them as it is likely they have set their spam filters incorrectly and you may be not receiving other messages.

Why do I keep needing to log on?

Either your system is deleting cookies on your machine or your registration details are incomplete i.e. you haven't supplied a valid post code or date of birth. If it is the former see 'Security Settings' above.

I posted a message but the thread hasn't come to the top?

See advice for previous question.

Why does it sometimes say 'No messages' on the forum home page?

Your browser has got confused between sites. Click on 'forum' on the horizontal menu bar at the top of the page and that will return you to where you want to be.

Why does my name show as Account Suspended or Verification Required?

This is a not a technical issue - for more details click here

If your query is not answered by any of the above we would be happy to assist further. It would be helpful to know the specific page that you are having problems with and the configuration of your computer i.e. browser, operating system and any security software running. Please do not phone with technical issues as the person answering the call will not be the correct one to deal with your enquiry. All technical queries should be sent to support@neighbournet.com.