- 1 I'm not getting as many search results as I expect. Why not?
- 2 Can I use Wildcards?
- 3 I can't login, why not?
- 4 I have forgotten my password, how can I get another one?
- 5 I have forgotten my user name
- 6 Why can't I access any data?
- 7 Why does the password process have to be so complicated?
- 8 Why is searching so slow?
- 9 I have found an error in some data.
- 10 I'd like some more information on X which I have found in the database.
I'm not getting as many search results as I expect. Why not?
There may be a number of reasons:
- The particular site may have restrictions on who can view what data. Sometimes some or all of it is reserved for members or subscribers only. Please check the individual site for details.
- Be careful not to make your search too specific. If you specify a County in the person search, then it will only return records which have that exact match. Therefore if a record has no County specified then this won't be in your search results.
Can I use Wildcards?
You can use the wildcard % in searching to find variations on names. For example using the search term
- Da Silva
- D Silva
Be careful though as use of wildcards can increase the search time significantly.
I can't login, why not?
This can be for a number of reasons.
- If you think that you have forgotten your user name then you will need to contact the system adminstrator for your site. They will then be able to verify your identity and let you know what your user name is.
- If you have forgotten your password, please see the next section for resetting it.
If you think that you have the correct user name and password, there may be some technical reasons why you cannot login.
- Try closing down your browser (and also possibly rebooting your computer) then restarting and trying again.
- Check in your browser security/privacy settings that you are allowing cookies for the site. This is critical for logging in.
- If you know how to, try deleting any existng cookies for your site
- Sometime a particular browser can cause problems (The Google Chrome Frame used within IE for example has caused problems in the past). So try usng a different browser to see if that produces different behaviour.
If all else fails contact your site adminstrator who may be able to help, or will pass the issue onto Frontis support.
I have forgotten my password, how can I get another one?
Main article: Logging in and managing your password
If you have forgotten your password you can request a new one by clicking on the ‘Forgotten’ link below the login box. On the next page (http://<<your address>>/forgot.php) you will be asked to enter your user name. A temporary password will then be sent to your registered email which you can then use to login to the system where you will be asked to change it.
Passwords for the system are stored in an encrypted form so unfortunately we cannot send them to you.
I have forgotten my user name
The user names are managed by the individual organsiations who run the sites, and all use different mechanisms for creating them (e.g. membership number or name). If you have forgotten yours, you will need to contact the organisation concerned to retreive it, as Frontis Ltd cannot send it to you.
Why can't I access any data?
You may not have the correct permissions to view data on your site. Some Frontis sites have access settings such that only members or subscribers can view data. Please see the individual site for details.
Why does the password process have to be so complicated?
Main article: Logging in and managing your password
Sadly it is a fact of life that there are people out there who want to hack into web sites, either for the thrill of it, or for more malign reasons and destroy data. We have to try and stay one step ahead of them otherwise we risk losing all the hard work which has been put into transcribing and digitising all these records. We therefore ask that users have a medium or high 'Strength' password. This is one with numbers or symbols in and is harder for the bad guys to crack; words found in the dictionary are very easy to hack. The second measure is to stop 'Bots' requesting a change to your password. We use a CAPTCHA mechanism which requires you to retype some unclear letters back into the system. Bots can't read (at least not very well), so we are more certain that it is you and not a machine submitting the data. The third mechansim we have is for you have to change your password once you have requested a new one. Sadly e-mail is not a secure method of communication, and it is possible that somewhere along the line, other people could gain access to the emails you get sent. To stop an unauthorised person logging into the system by using your temporary password, we ask that you change it on first login.
Why is searching so slow?
There are a number of reasons why searching may be slow:
Firstly, we know that there is a problem with Name Variant searching at present. This is in hand and a new method for performing the searches has been developed and will be deployed across all Frontis sites shortly.
Backups and maintenance tasks
The Frontis databases get backed up every day. This requires some considerable processing power and can slow down performance of the site. In addition some other maintenance tasks on the servers or databases can cause the system to slow down. We do try to minimise these tasks and only perform them if they are absolutely necessary. However either of these reasons should only take a few minutes, little more than it takes to make a cuppa, so please accept our apologies and try again in a few minutes.
Network traffic or heavy usage
Like the transport network, things tend to slow down during the rush hour. When people get home from work or during lunch hours for instance are times when lots of people use the internet. Try to use the site during 'off-peak' hours.
Sometimes the sites just outgrow the computers they are on
If a site is subject to very many searches, or has a large amount of data so that disk space and memory run low, then performance will be hit. Frontis does keep an eye on such things and moves sites to new servers when they are too big (and successful) for their current one. Please contact the specifc site adminstrator if performance is continually a problem, so that we can get to the bottom of it.
I have found an error in some data.
- See next answer
I'd like some more information on X which I have found in the database.
Frontis does not own or manage any of the data sets which are published on-line. This is done by the individual organisations who run the sites and upload the content themselves. Please contact them for more details or to report errors, as we're sorry but Frontis cannot help in this regard.