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Frequently Asked Questions

REGISTRATION

1. When should I nominate, rather than register, an email address?
2. I didn't receive my PIN2 email.
3. My PIN codes didn't work.
4. How should I send the PIN1 code to the person I have nominated?
5. Do I need to keep my activation codes after I have activated my account?
6. SAR Online points out that the Activation Codes will expire after seven days. What does this mean?

LOGIN

7. I have forgotten my password. Can NCA reset it for me?
8. I am trying to log in, but the site is working very slowly.
9. I get a message “unable to download login page”
10. I have not received my second activation code, however a colleague has received theirs successfully. Why?

SAR SUBMISSION

11. If I decide not to send a SAR, what happens to the information?
12. How can I be sure the information I send is secure?
13. How will I know that my information has been received?
14. What happens to the information I send?
15. What records should I keep?
16. I can't save a SAR to my computer
17. I can't print a SAR to my local printer
18. The owner of a SAR changed.
19. A SAR is shown as being locked on my SAR list
20. A SAR is shown as being locked, even though no-one is editing it.
21. The View page allows me to edit the SAR.
22. My SAR has disappeared from my SAR list.
23. I have reached my maximum number of SARs and cannot open a new SAR or view other users' SARs.
24. The transaction page says that I have missing mandatory fields, but I have not entered a transaction. Why?

GENERAL

25. The site is hard to see
26. The site is hard to use
27. I can't see a padlock in the Browser window
28. I get a message “The page cannot be displayed”
29. Should I reply to the emails when I have a problem?
30. I can't work out the obscured 5 digit code
31. The site keeps logging me out
32. My tooltips keep flashing
33. The tooltips disappear before I have finished reading them
34. I have logged in with the correct password but the system forced me to change my password. Why?
35. I think my password is known by someone else. What should I do?
36. The website is running slowly


Answers

1. When should I nominate, rather than register, an email address?
If you are the first user (usually the main contact) of an organisation, or you work on your own, then you should use the registration process. If you want to share SARs with other users in your organisation, then one person should share the organisation and then the others should be nominated. This will set up a shared area.

Also see also the advice for large corporate groups if you are in a large organisation.

2. I didn't receive my PIN2 email.
The website is monitored to make sure that emails are being successfully sent. However, your own organisation may have quarantined the email when it is received. You should contact your support desk in the first instance, to see if the email has been received at your organisation.

You cannot regenerate the PIN2 code on its own. If (for any reason) you want to regenerate the PIN codes, then the easiest way to do this is to navigate to the Activation page and enter incorrect PIN codes 3 times. This will permanently invalidate the PIN codes you had generated, and allow you to restart the registration or nomination process again.

3. My PIN codes didn't work.
If the PIN codes fail to work, check the following:

a)The CAPS LOCK key is not pressed (the codes are case sensitive)
b) You are entering the 6 characters exactly as described by the phonetic description
c) You have not entered incorrect codes more than twice (the codes will have been invalidated)
d) You have been supplied with the correct code by your nominator

If these suggestions do not help, you may have to regenerate the PIN codes - see the instructions under the FAQ 'I didn't receive my PIN2 email'.

4. How should I send the PIN1 code to the person I have nominated?
The safest method of transmission is by hand delivery of the email. You can also safely send the code by internal email within your organisation, or pass on the code on the telephone (being careful to get the characters and case exactly right.

You should not transmit the code by email across the public Internet, as this is the route by which the PIN2 code will arrive. This would allow an attacker to break just one means of delivery to take control of both codes, and access your shared area on the website.

5. Do I need to keep my activation codes after I have activated my account?
No, you will not these codes again. If you need to reset your password, or re-register your source, you will get new codes.

6. SAR Online points out that the Activation Codes will expire after seven days. What does this mean?
The Activation Codes, code 1 which is displayed on-screen after registration or nomination and code 2 which is emailed to the new account, will expire after seven days. If you do not use both Activation Codes within this period your nomination or registration will be withdrawn.
If this happens you should complete the registration or nomination process again and new Activation Codes will be generated.

7. I have forgotten my password. Can NCA reset it for me?
The site is designed for self-administration of passwords. If you have forgotten your password, then you should follow the following steps:

a) Try and login, using your correct email and best guess for the password. If the password is wrong, the login screen will respond telling you so and offering a password hint. Click the button to get the hint emailed to you.
b) Try and login again with the correct email and best guess for the password. The login screen will respond offering a password reset. Click the button and request a password reset (again checking that your correct email is displayed.)
c) Record the PIN1 code on the screen
d) An email will arrive, with the PIN2 code
e) Go to the Activate/Re-activate page on the website, and activate the account as before. You will be able to set a new password after the PIN codes are accepted.

8. I am trying to log in, but the site is working very slowly.
To prevent people trying to crack your password, the site gets slower each time an incorrect password is entered. If you have had more than five attempts, you should consider generating a password reset (detailed on this page).

The first time you enter the correct details, the delay will be reset.

If someone has been attempting to break your password without your knowledge, this will have been recorded. You do not need to take any additional action and you will not experience any delay.

9. I get a message “unable to download login page”
If you have failed to login a number of times, the delay imposed to deter attacks may be causing your browser to time out, especially across slow connections. As a rule, you should use the password hint and reset if you need to retry several times.

10. I have not received my second activation code, however a colleague has received theirs successfully. Why?
If a number of users from the same organisation are nominated in quick succession, it is possible that intrusion detectors will label multiple messages from the same source and with the same subject as Spam. Consequently this may cause them to be misrouted down a Spam filter. Users should contact their IT administrator to clarify whether this is the case and subsequently get the Spam detector facility removed from anything received from the UKFIU mail address.

11. If I decide not to send a SAR, what happens to the information?
If you enter information in a SAR, you can delete each page in turn or the whole SAR. None of the deleted information will be stored or transmitted to us.

12. How can I be sure the information I send is secure?
The Technical Information pages describe how to check that you are submitting information across a secure connection. The site itself has been fully tested and approved for security.

13. How will I know that my information has been received?
We will respond to your SAR submission with an email, which includes the number on the SAR you submitted, and the unique reference number we have allocated on receipt. You should store this carefully along with your record of the information you submitted.

14. What happens to the information I send?
The Information pages give a full description of SAR processing. Please read them before using the site.

15. What records should I keep?
You should retain a copy of the submitted SAR by printing or saving the SAR when you submit it. You should also save the SAR confirmation email when you receive it, or note the NCA reference number against your saved copy of the SAR.

16. I can't save a SAR to my computer
Your security settings may have prevented you saving files from the internet to your local drive. Please contact your local IT support desk.

17. I can't print a SAR to my local printer
The site has been tested with common makes of printer, but some older or less common makes may not print effectively. Save the SAR to a file, open and print it from your usual editing program.

18. The owner of a SAR changed.
The owner of a SAR is the person who last changed the information contained in it.

19. A SAR is shown as being locked on my SAR list
Another user from your group is editing the SAR.

20. A SAR is shown as being locked, even though no-one is editing it.
The most likely explanation is that the last editor of the SAR lost or broke their connection while editing, leaving it locked. That person should log in again to clear the locks and then log out correctly using the link provided. If this is not possible the locks will be cleared automatically after 12 hours.

21. The View page allows me to edit the SAR.
This is correct. The view mode allows you to see the full SAR information on one page, but you are still free to select an area of the SAR and continue editing it.

22. My SAR has disappeared from my SAR list.
If you are working in a group, and the SAR was set to “Shared” then another user may have submitted or deleted the SAR. Set SARs to “Private” to prevent this happening.

23. I have reached my maximum number of SARs and cannot open a new SAR or view other users' SARs.
If you own the maximum number of SARs you will be prevented from opening a new SAR or viewing other users' SARs. To remedy this situation you will need to reduce your number of owned SARs by either:
a. Submitting a completed SAR.
b. Deleting any of your unsubmitted SARs.
c. Ask a colleague with space capacity (i.e. owns less than the maximum allowed number of SARs) to take possession of any of your SARs by editing them. This user should then refresh their session using the refresh button on the browser toolbar. You should then refresh your own session in the same manner. This will allow you to start a new SAR or edit an existing one.

24. The transaction page says that I have missing mandatory fields, but I have not entered a transaction. Why?
Some fields (Credit/Debit, Currency and Type) are mandatory but only when other items are entered into the page. The transaction details can be left blank provided no other information is entered.

25. The site is hard to see
The site is designed to work at a resolution of 1024x768 pixels, but will be usable at a resolution of 800x600, where the text will appear bigger.

26. The site is hard to use
There is a full description of how the site works in the information pages on the site itself. In addition, the site provides brief help on each page, and pop-up text for fields on the screen.

27. I can't see a padlock in the Browser window
This could indicate that your browser does not support the correct level of security. You should check that your system meets the requirements described in the Technical Information section on this site.

28. I get a message “The page cannot be displayed”
You may have typed the website address incorrectly, or the website may be unavailable. If you are sure that you have got the address correct then please be patient and the site will become available again as soon as possible.

29. Should I reply to the emails when I have a problem?
The information and help text has been designed to help you use the self-administration facilities on the site. Please do not reply to the PIN2 or SAR confirmation emails.

30. I can't work out the obscured 5 digit code
If you enter an incorrect code, or just refresh the screen (F5 in Internet Explorer) you will be offered another code to try. There are a number of different backgrounds, and you should eventually get one which suits you.

31. The site keeps logging me out
The site will log you out if you don't use the links on the screens to navigate. In particular, the Back button should not be used while entering SAR information. You will also be logged out if you have not saved your SAR or moved between pages for a long time. Be sure to use the Save button regularly if you are typing a lot of additional information.

32. My tooltips keep flashing
This is a known issue on a few client configurations. As a workaround, try changing the Windows font size.

33. The tooltips disappear before I have finished reading them
We have provided an alternative way to read the help text in the tooltips. If you double-click the field or label which contains the tooltip, the tooltip text will appear in the right hand help pane. Note that you must have Javascript enabled on your browser for this functionality to work.

34. I have logged in with the correct password but the system forced me to change my password. Why?
As a security measure, the system will force you to change your password from time to time. This measure is enforced upon all users irrespective of their level of activity.

35. I think my password is known by someone else. What should I do?
SAR Online will assume that all activity under your LoginID is done by you, and will not distinguish another individual who might be using your LoginID - with or without your knowledge. Therefore, if you know or suspect that your password is known by someone else, you should change your password immediately. The area in SAR Online where you can change your password is found by logging in and navigating to the User Administration page.

36. The website is running slowly
As you type more information into the SAR, it takes longer to send the information across the Internet. Depending on the speed of your connection, this can cause a delay of many seconds. The Internet or the website may also be very busy, which can have an effect on performance.

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