Frequently Asked Questions

Users, electronic certificates, login issues

  • How can I register as a User/Trader?

    Our answer

    To register as a User/Trader, please send us a scanned copy of the duly filled and signed Appendix 4  User Account Form, accompanied by the public part of the electronic certificate (in .cer format) issued to the user by one of the trusted certification authorities. List is available on our website: http://www.jao.eu/resource-center/ecat. Electronic certificate is required for login and communication validation. We will then provide your User ID and a Password in order to access and use the Auction Tool.

    We recommend you to submit the specifications found in the Information System Rules to the service provider asking them to issue the certificate according to specifications.

  • Why have I received “Bad Credentials” message when trying to login?

    Our answer

    It is likely that you are seeing this message because you have entered either the Username and/or Password incorrectly.

    In case password reset is required, the request should be submitted through Jira Service Desk, mentioning the user name in the ticket.

    To log in or register please visit: http://www.jao.eu/service-desk.

  • Why have I received “Authentication Error” message when trying to login?

    Our answer

    This issue is likely due to an electronic certificate not being recognized by the system. In such case, we ask you to please verify that the certificate has been installed correctly in your system. In case you have changed your browser and/or computer, this is easily forgotten.

    As an additional guide, please find below a few tricks which could help with the issue:

    • Clear the cache & cookies from the computer
    • In case there are several certificates installed, please uninstall them, so this would stay the only one
    • Try it from a different computer to see whether you have the same issue there
    • Make sure to use Internet Explorer
    • Please double check whether the certificate is correctly installed
    • Consult with your local IT and make sure that the you are allowed to create an encrypted connection between your computer and eCAT
    • Finally try to uninstall it and install it again

     

    If you have recently changed the electronic certificate, please send us scanned copy of filled and signed User Account Form, along with the public part of your new certificate in .cer format and we will update your user account accordingly in our system.

  • Why have I received “Account is locked” message when trying to login?

    Our answer

    After several attempts to log in using the incorrect password, the system will automatically lock you out for security reasons.

    The request to unblock the account should be submitted through Jira Service Desk, mentioning the user name in the ticket.

    To log in or register please visit: http://www.jao.eu/service-desk.