Accessing Insight Direct's Member Center

Overview

The online Member Center enables Membership Plan members to:

• Search Our Knowledge Base for Solutions. This option enables you to search the online knowledge base for a solution to your ServiceCEO^® problem without having to wait for a support representative.
• Attend Live Training Classes. Click this option if you want to attend one of our training classes. See http://www.insightdirect.com/classes.html for a complete list of the classes we offer.
• Download and Install ServiceCEO^® Upgrades. This option enables you to view and download the latest upgrade to ServiceCEO.
• View Past and Current Support Tickets. View any support cases you have submitted to us. If a completed case, you can access the solution. If still ongoing, you can view it's current status.
• Submit New Support Tickets (Support Minutes required). Use this option to send a new support issue to Insight Direct's Technical Support team.
• Watch Pre-Recorded Training Classes. This option enables you to view any of our pre-recorded training videos covering a wide range of topics regarding common and advanced ServiceCEO functionality.
• Access the Discussion Boards. Post questions and comments about ServiceCEO issues and concerns and receive replies from other ServiceCEO customers.
• Shop the Online Store. You can Renew Your Membership, Purchase Additional Crystal Reports, Credit Card Processing, Mobile Technician Licenses, Tech Support Time, Consulting Services, and User Licenses.

Any of these actions can be accessed by clicking the appropriate link from the member center home page. For more details on the Member Center, or to log in, point your browser to http://www.insightdirect.com/support.html.

Before you Begin
Logging into the Member Center
Troubleshooting

Before you Begin

Before you login to ServiceCEO's member center, you may need to adjust your browser's Privacy and Security settings. To adjust these settings, follow these steps:

1. Open Internet Explorer.
2. Select Tools > Internet Options. The Internet Options dialog box appears.
3. Click the Security tab.

4. To adjust your Security settings, click and drag the Security level bar. The security level must be no higher then Medium in order to access the Member Center. If the privacy setting is higher then Medium, an error message will appear when attempting to log into the Member Center.
5. Click the Privacy tab.

6. To adjust your Privacy settings, click and drag the Settings bar. The Settings bar must be located no higher then Medium in order to access the Member Center. If the privacy setting is higher then Medium, an error message will appear when attempting to log into the Member Center.
7. Click OK.

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Logging into the Member Center

.To log into Insight Direct's Member Center:

1. Point your browser to http://www.insightdirect.com/support.html. The support page appears.

2. Click the Login into Member Center button. The Interactive Online Training Classes Login page appears.

Tip: If you forgot your password, click the Forgot your password? link. You will be prompted to enter your email address. Once you do so, you will be emailed a new password.

Tip: Click the CLICK HERE TO LEARN HOW TO USE THE MEMBER CENTER link to view a short video demonstrating how to log in and use the member center.

3. Type your email address into the E-mail Address field.
4. Type your password into the Password field.
5. Click Login. The Welcome to the Insight Direct Member Center! page appears.

6. Click the appropriate link to take you to the proper section of the member center.

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The First Time you Log Into the Member Center

The first time you login, you will be prompted to change your password. Rather then the Welcome to the Insight Direct Member Center! page, the Change Password page appears.

1. Type your old, system-generated password into the Old Password field.

Tip: If you were just generated a new password, the password you just used to log into the member center should be entered into the Old Password field.

2. Type a new password into the New Password field.
3. Re-type your new password into the New Password field.
4. Click Submit. The Welcome to the Insight Direct Member Center! page appears.

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Troubleshooting

Password Issues
Privacy
Cookies
Firewall Software

Password Issues

If you find that your password has changed, or you have forgotten it, simply click the Forgot your Password? link to display the Forgotten your Password? page. Type your email address into the E-mail Address field and click Send. You will be emailed a new password.

If you find that your password is continually changing, one reason may be that you are sharing an email address/password combination with some one else. We can only assign one password for every email address, so if you are sharing an email address, it is possible that someone else changed the password without your knowlege. We recommend that you either use unique email addresses for every member of your company who needs access to the member center, or you coordinate passwords with whomever you share an email address.

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Privacy

If, when trying to log into the Member Center, the following error message appears:

You are no longer logged in. Your session may have timed out. Please login again to continue.

Your browser's Security and/or Privacy settings are too high. See Before you Begin for details on how to adjust this setting.

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Cookies

If, when trying to log into the Member Center, the following error message appears:

500 Internal Server Error Internet Explorer when attempting to login to the member center

You need to enable your cookies. To do so:

1. In your Internet Explorer^® browser, select Tools > Internet Options. The Internet Options dialog box appears.
2. Click the Privacy tab.
3. Move the privacy slider all the way to the bottom in order to have the browser accept all cookies.
4. Click Apply.
5. Click OK.

Note: Depending on your version of Internet Explorer, the Privacy tab may appear differently then described above. For an accurate description of your browser's functionality, please see Microsoft's® documentation.

Alternately, if you do not want to change your global security settings, you can can click Edit from the Web Sites section of the Privacy tab. The Per Site Privacy Actions dialog box appears:

1. Type https://na1.salesforce.com/sserv/login.jsp into the Address of Web site field.
2. Click Allow.
3. Click OK.

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Firewall Software

One of the most common problems facing people attempting to log into the Member Center is that installed Firewall software is preventing the Member Center from appearing. Some common firewall/security software includes:

• Zone Alarm
• BlackICE
• AOL

For details on how to disable or modify your firewall to allow access to the Member Center, please see the firewall software's documentation.

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Feedback

Please send any feedback about this document to documentation@insightdirect.com. Please note that this email will not go to Technical Support. To receive technical support, please enter a support ticket by logging into the member center at http://www.insightdirect.com/support.html and clicking the Log a New Support Ticket link.