Troubleshoot - Login Issues - Point2 Education

Troubleshoot Login Issues

Login Troubleshooting steps for Internet Explorer

Step 1 - Internet Explorer

Issues with logging in to your Point2 Agent Online Office may be caused by the following:

Firewalls - please ensure that firewall settings are not causing the issue
Routers - try logging in directly from your Internet connection, not your network connection
Spyware/Adware - both www.trend.com and www.lavasoft.com have reputable spyware checking programs.
Antivirus Programs - you may need to adjust your settings or disable antivirus
Norton 360 - you may need to adjust your settings or disable

Step 2 - Logging in via Favorites

If you have your Point2 Agent login page saved to your favorites, you may encounter periodic login issues. To prevent these issues, please remove the login URL from your 'Favorites' and replace it instead with your home page URL address (ex. http://yourname.point2agent.com). You will then need to use the Login link located at the bottom of the home page to access the Login screen.

Step 3 - Resetting Privacy Settings

Due to increased security measures with Internet browsing it is possible that your Internet Explorer privacy settings may be preventing you from logging in.

If you are still unable to login to your Point2 Agent Online Office, please try to reset your Privacy settings to Custom by following these steps:

Open an Internet Explorer window
From the Tools menu in Internet Explorer select Internet Options
Select the Privacy tab
Click on Advanced...
Check the box Override automatic cookie handling
Set both First-party Cookies and Third-party Cookies are set to Accept
Click OK to save the Advanced Privacy Settings
Click OK to save the Internet Options settings
Close all browser windows
Open a new Internet Explorer browser window and try logging in.

Step 4 - Internet Zone Security Settings

If you are unable to login to your Point2 Agent Online Office, the default Internet Zone security settings may be causing the issue.

Reset the default security level by following these instructions:

Open an Internet Explorer window
From the Tools menu in Internet Explorer select Internet Options
Select the Security tab
Click on the Internet logo and click Default Level
Slide the bar to Medium-Low or Medium (depending on your version of Internet Explorer)
Click Apply to confirm the change
Click OK
Close all browser windows
Open a new Internet Explorer browser window and try logging in

Step 5 - Clearing the Internet Cookies

If you are using your computer to access multiple Point2 Agent websites or you are using a computer that is shared, old login information for another account may be stored in the browser's 'memory'.

To clear your browser cookies:

Open an Internet Explorer window
From the Tools menu in Internet Explorer select Internet Options
For Internet Explorer 8:
1. Click Delete, then select the Cookies checkbox
2. Click the Delete button at the bottom of the window

Step 6 - Changing the MTU Speed of Your Network Adaptor

If you are using a network connection you may want to check the MTU speed of your network adaptor. Recently a type of Malware has been infecting some computers and changing the MTU speeds of their network adaptors. The intent of this type of bug is to make it so that network adaptors will not be able to successfully access the downloads for anti-virus updates from their respective websites, thus not updating the software. One side effect of this Malware is that you will also not be able to access secure sites, such as your Point2 Agent Online Office.

The process to correct the changes made by this program is quite simple.

Please be advised that while this process should not cause any complications on your computer and so far has corrected many login issues Point2 Agent members have encountered. Point2 Technologies Inc. cannot be held responsible for any damages or other complications that may arise from use of these instructions or the software involved.

Visit http://www.speedguide.net.
From the left column locate Shortcuts.
Click on TCP/IP Optimizer.
Click the link to Download TCP/IP Optimizer.
Click Run.
Once the Optimizer loads, click on the drop-down menu in the Network Adaptor Selection area.
Select the adaptor you are using to connect to the Internet.
To locate the type of adaptor you are using:
1. Click on the Start Menu of your Windows desktop
2. Click on Control Panel
3. Click on Network Connections
4. Under Connected to the Internet-Firewalled, etc locate the name of the adaptor. This is what you will select in the Optimizer.
In the Optimizer, click Custom Settings in the bottom right corner.
Next to the drop-down menu where the adaptor is displayed locate the field labeled MTU. Enter 1220 in this field.
On the left side of the Optimizer, click on the drop-down menu MTU Discovery. Change from Yes to Default.
Click Apply Change.
In the next window, click Apply again. Your computer should restart.
Open a new Internet browser window and try logging in to your Point2 Agent website.

Should you have any further questions or concerns, please feel free to contact our Customer Care Team, and they would be happy to assist you further.

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