Users may be confronted to problems with the new user interface. This article lists the frequent issues reported to us and proposes turnarounds and tips to proceed until our engineers can fix the problems. This list will be updated whenever new issues pop-up.
Before contacting your registration agency, try to resolve the issue with the following actions:
- Refresh the login page
- Empty your browser cache
- Try another browser
- Restart your computer
If the above actions do not help, you will find here solutions for the following thematics:
You are not logging with the right url*
*not applicable for users of the Transitory Registration Agency (TRA)
We have noticed that sometimes, after an error or a bad operation on the user interface resulting in a session closure, the user is redirected to a default url which is the Transitory Registration Agency (TRA)'s url : https://web.isan.org/130000/en/login) .
Therefore, the user is no longer connected to its Registration Agency. If the user does not pay attention and enters the credentials to log again, the error message above will show up.
Check that the url you are using contains the correct Registration Agency number.
|Registration Agency||Web Interface URL|
|AF ISAN (France)||https://web.isan.org/130001/en/login|
|ISAN Berne (Switzerland)||https://web.isan.org/130002/en/login|
|ISAN Deutschland (Germany)||https://web.isan.org/130005/en/login|
|ISAN NL (the Netherlands)||https://web.isan.org/130009/en/login|
|ISAN PL (Poland)||https://web.isan.org/130012/en/login|
|ARIBSAN US (USA)||https://web.isan.org/130025/en/login|
Error: The user does not exist
If you get this message when you log on the user interface, that means that the credentials are not correct : wrong username and/or wrong password.
Username and password are case sensitive.
You may have entered a wrong information in the User Name field; do not mix up Full Name (name in the User's profile) and User Name (the username credentials ).
The User Name is what we have below in yellow in the example of a User's profile:
The new user interface does not accept at the moment usernames containing a space ; some usernames with spaces created before the migration to the new user interface are no longer valid.
paul login 1 = not correct, it will cause an Error: the user does not exist
Users with such problematic username must contact their Registration Agency Administrator who will create a new user account.
Error: This user is disabled
This message means that your User's account has been inactivated. Contact your Registration Agency to activate it again.
Error: The form has expired. Try again
This message pops up when the login page remains open for a while without signing in; the user gets this message when he/she finally signs in.
Simply click on sign in again.
This error 403 may occur sometimes when a user signs in; ignore the message and click on the "Home" green button to access the user's dashboard (homepage).
It may also happen when a User logs-in for the first time after he/she has activated the account and created the password. Sign-in again to fix the issue.
Check you are still connected to the right url after a 403 error message.
User Profile Updates Issues
Update of a User Profile
A user has the possibility to change its email address, or to add/modify a phone number and a job title in its user account from the menu "Profile".
After submitted the change, a bug generates the above error message.
If you click again on 'Submit' button, several situations can occur, however some updates are applied but not all:
- updates on the phone number are NOT saved
- updates on the Job title are saved
- updates on the email address are saved, but not displayed in the user profile straight away.
When you edit the profile again, you will see the updated email address email@example.com
Password change in a User Profile
Changing the password from the user profile leads to the above error message.
Click on Submit again save the new password.
ISAN Registration Issues
Work stuck in "In Progress" list
Your work can be stuck in the "In Progress" list when it is queuing during the registration.
This queue is automatically unlocked every hour.
If you need to obtain your ISAN urgently, contact your agency.
If your work still remains in this "In Progress" list after one hour, you must notify your agency.
You may get this message when you click on "allocate ISAN" after entering a domain name associated to the ID type "proprietary".
To turnaround the problem, replace "proprietary" by "private".
Episodic Works Quick Deduplication
When you attach episodes to a Series or Group Records, episodes may be detected as potential duplicates, even if each one has a different title.
A new functionality allows to resolve the duplicates all at once in one click!
To do so:
1 - do not resolve duplicates one by one right after the episode submission
2 - open the Deduplication list (showing all the duplicate episodes)
3 - select all the duplicates of your series, and if you are sure there are all new episodes, click on All new ISAN
Warning: you need to refresh the current page to remove the selection
This Quick Deduplication Process also functions with Unitary Works Duplicates.