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ERROR: "We could not find a server with your account #. Please check the number and try again."

Details

Resolution

Summary:   Click "If this is not your account", then and enter the correct PWLN account number.   If this is unsuccessful, verify that you are using the correct URL.   Exit and restart the browser if necessary.

Resolve "Invalid Account ID" message:

If you are getting "Invalid account ID" or "We could not find a server with your account number...data-tier not found", you are entering an invalid account ID. Note: The first message appears when the workstation has a cookie with a saved account ID; the second message appears when there is no cookie, but both indicate that the account ID currently being entered does not exist on the system you are trying to log in to.

If you are getting "Your login credentials are incorrect" but you are entering the correct PLATO name, group, and password at the PWLN login page, you may have an old account number entered.

Note:   If you are entering just "plato"  and allowing the browser to supply a saved address, it may not be the correct one.

To resolve this issue:

1. On the workstation where the error occurs, exit your web browser (such as Internet Explorer) completely.
   
2. Launch your browser again and go to the URL (Web page address) for your PWLN or CHPWLN account; you can also use a shortcut to launch the browser to go directly to that URL.
   
3. If you are not prompted to enter the account number, click the If this is not your account link.
   
4. Verify that you are entering the correct account number (and not the account name). PWLN account numbers are either a five-digit number xxxxx or a number that starts with 01-1xxxx or 02-2xxxx; you can leave out the zero, but you must include the 1- or 2-. For these account numbers, make sure you are entering the first two or the second digits, then the hyphen (01-, 02-, 1-, or 2-), and the rest of the account number.
   
   For CHPWLN (client-hosted PWLN), your account number should be 1xxx or 2xxx.
   
5. You should see the correct name appear next to "Your account is" on the main PWLN login page.