Office of WEB

Login/Server Response Issues

The Web Office is collecting data from users who experience periodic problems logging into LiveWhale. If you have problems logging in, first make sure you are using the correct password (the same one you use with your SUeID for Helios, Email and Portal access). If you're still having problems, try the solutions listed below.

Username

First, make sure when you login that you are only entering your username [smithz], not your full email address [smithz@southwestern.edu]

Logout

Clicking this link http://southwestern.edu/livewhale/?logout should automatically clear your cookies and log you out of the system. Try this first. If it solves your problem, bookmark this link and make it your default link for logging into LiveWhale.

Clear LiveWhale Cookies

You might have a problem associated with the cookie LiveWhale sets (that can occasionally become corrupted) when you login. Here are the instructions for some of the most popular web browsers.

Windows/Firefox

  1. From the menu go to Options > Options > Privacy > Show Cookies > Search: southwestern
  2. Now, select all the cookies you see after the search and click remove cookies > close > OK
  3. Close Firefox, reopen it, go to southwestern.edu/livewhale/ and try to login again

Windows/Explorer

  1. From the menu to to Tools > Internet Options > General > Browsing History > Settings > View Files
  2. when explorer window pops up, reorganize your files by "Internet address" and look for a file named "Cookie:user@southwestern.edu" Right click that file when you find it and delete it.
  3. Close IE, reopen it, go to southwestern.edu/livewhale/ and try to login again

Mac/Firefox

  1. From the menu go to Firefox > Preferences > Privacy > Show Cookies > Search: southwestern
  2. Now, select all the cookies you see after the search and click remove cookies > close > OK
  3. Close Firefox, reopen it, go to southwestern.edu/livewhale/ and try to login again

Mac/Safari

  1. From the menu go to Safari > Preferences > Security > Show Cookies >Search: southwestern.edu
  2. Select all files > Remove > Done > close preferences
  3. Close Safari, reopen it, go to southwestern.edu/livewhale/ and try to login again

Forgotten/changed password

Every 90 days, Southwestern users must change their passwords. If you have forgotten your password or your password expired, follow the prompts here to reset your password (if you have not setup your password challenge questions previously, you will not be able to complete this process).

Also, if you allow your browser to remember passwords, old passwords may occasionally impede you from entering LiveWhale, unless the old password your browser has stored is replaced with your new password (should be automatic but occasionally browsers do not update automatically). To make sure your browser is storing the correct password for LiveWhale, try the following methods.

Windows/Firefox 5

  1. From Firefox menu go to > Options > Security > Saved Passwords
  2. Search southwestern.edu
  3. Look for an entry at southwestern.edu/livewhale
  4. Click this entry and "remove," closeout of preferences, return to login screen and use new password

Windows/Explorer

  1. Saved user ID/Password pairs are stored in the Registry under a key whose default permission settings make it inaccessible to all users-even the user to whom the passwords belong. Only the system itself has direct permission to read and change Registry data under this key. So we'll do the next best thing.
  2. In Explorer, go to Tools > Internet Options > Content > Auto Complete > Settings
  3. Select Delete Auto Complete History
  4. Uncheck all selections, except "Preserve Favorites website data" and "Passwords". Click Delete.
  5. Note: this method will delete ALL saved passwords, not just LiveWhale.

Mac/Firefox

  1. From the menu go to Firefox > Preferences > Security > Passwords > Saved Passwords
  2. Search southwestern.edu
  3. Look for an entry at southwestern.edu/livewhale
  4. Click this entry and "remove," closeout of preferences, return to login screen and use new password

Mac/Safari

  1. Safari stores password data via Keychain.
  2. Go to /Applications/Utilities/Keychain Access
  3. Search: southwestern. Look for entry at southwestern.edu/livewhale/
  4. Double-click the entry. NOw check the box "show password"
  5. Type your computer password, then click "Allow"
  6. Change the password to your new password, then click "Save entry"