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Login Issues
We're extremely sorry you are
experiencing difficulties using our website. Please follow the directions
below to quickly help fix your login issues, or
contact
us if there are still problems beyond the scope of this Help topic.
-
You are attempting to login but instead are re-routed to the login screen
repeatedly.
- You need help clearing
Cookies/Temporary Internet Files.
- You are attempting to
login but receive error messages instead.
-
Wholesale Customers - You have created a wholesale account but cannot see the
wholesale pricing.
- You are attempting to
login but are having other problems not mentioned here.
If you are attempting to login but are instead re-routed to the login screen
repeatedly, please do the following:
After attempting to login, click on the 'Home' link on the top menu bar.
This will redirect you to the site's homepage.
In the center column, at the top you will be welcomed.
If you are logged in, it will read "Welcome John Smith." - with
your name replacing the example name here
If you are NOT logged in, it will just read "Welcome."
If the latter is the case, then please
follow the directions below to empty your browser's
Cookies and Temporary Internet
Files.
Directions:
*Always remember to close your browser window after deleting
these files. You may then restart before attempting to login to our site.
*
INTERNET EXPLORER:
Internet Explorer 5 & 6
- Click Tools > General tab
- On the
General tab,
click
Delete Cookies
in the
Internet Properties
dialog box, under
Temporary Internet Files
- In the
Delete Files
dialog box, click to
select the
Delete all offline
content check
box, and then click
OK.
-
Then click on Delete
Cookies and click OK to
Delete
Cookies that websites have placed on your hard drive.
- Close all remaining dialogue boxes and completely exit from
Internet Explorer, then open up a new browser window. You now should be
able to successfully login to our website.
Internet Explorer 7
- Click Tools > General tab
- Click Delete under
Browsing History in the Internet Properties
dialog box.
- In the Delete Browsing History dialog box,
click Delete Cookies and/or
Delete Files (Temporary Internet Files)
- In the Delete Cookies /Delete Temporary
Internet Files dialog box, click
Yes.
- Close all remaining dialogue boxes and completely exit from Internet Explorer,
then open up a new browser window. You now should be able to successfully
login to our website.
To
clean up other temporary files on your computer in Windows 98 or
higher:
- Start Menu > Programs (or
All Programs) > Accessories >
System Tools > Disk Cleanup
- Choose the correct drive, (usually C:\)
-- Check the boxes in the list and delete the files
NETSCAPE:
Netscape 6:
- Click Tasks then Privacy and Security.
- Highlight Cookie Manager, and click View Stored
Cookies.
- Click Remove All Cookies.
- Click OK.
- Close and re-launch your browser. You now should be able to successfully login
to our website.
Netscape for Macs:
- Close the Netscape browser.
- Select the System folder, and select the Preferences
folder on the on the Netscape menu bar.
- Select the Netscape Users folder, and select the folder for
your user name.
- Delete Magiccookie.
- Close and re-launch your browser. You now should be able to successfully login
to our website.
AOL:
AOL 6:
- Click Start, select Settings and Control Panel.
- Double-click Internet Options to open Internet Properties.
- Click Internet Options.
- Click Settings.
- Click View Files.
- Click Edit then Select All.
- Click File then Delete.
- Close and re-launch your browser. You now should be able to successfully login
to our website.
AOL 5, 7, 8, & 9:
- Click Start, select Settings and
Control Panel.
- Double-click Internet Options to open Internet
Properties.
- Click Settings.
- Click View Files.
- Click Edit then Select All.
- Click File then Delete.
- Close and re-launch your browser. You now should be able to successfully login
to our website.
FIREFOX
Firefox 1.0:
- Click Tools then Options.
- Click Privacy.
- Click Clear across from the Cookies option.
- Click Ok to return to the browser main page
- Close and re-launch your browser. You now should be able to successfully login
to our website.
Firefox 2.0:
- Click Tools then Options.
- Click Privacy.
- Click Show Cookies.
- Type Lexis in the search box.
- Click to highlight the cookies that contain the word Lexis.
- Click Remove Cookies.
- Type Sterling-Moon or https://www.sterling-moon.com in the
search box.
- Click to highlight the cookies that contain the word Sterling-Moon or https://www.sterling-moon.com.
- Click Ok to return to the browser main page.
- Close and re-launch your browser. You now should be able to successfully login
to our website.
You have created an account with us using your Reseller License/Tax ID but
when you login you only can view regular prices: please be aware that your
account must be manually approved first as a Retailer before you can view the
special pricing. Approval can take up to 24 hours so please allow that
time to pass before contacting us about your account, unless you have a reason
for needing immediate access. In this situation, please email us
here
and we will start the approval process as soon as possible. If 24 hours
have passed and you still cannot login to the Retailer portion of our site,
please contact
Technical
Support.
If you are still
experiencing difficulties, please email
webmaster@sterling-moon.com. Be sure to include the following
information: your browser type and version number, operating system, and copy &
paste (CTRL C to copy and CTRL V to paste) the error message itself.
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