Wellington West Capital Inc. Clients Common Login Problems

Below are some of the most common problems encountered when logging in. Click the link to view the login problem solution

 

If you are experiencing a login problem that is not listed on this page, or are continuing to experience problems, please contact the Online Portfolio Accounts Manager:

Direct (204) 926-7918
Toll Free 1-800-801-4421
Email onlineportfolio@wellwest.ca
 
  Service Timelines
Emails 2 business days
Voicemails 1 business day

"An error has occurred. Your account has been deactivated. Please contact Customer Service."

An incorrect password has been entered 3 times or more and the account has automatically locked.
The Online Portfolio Accounts Manager must be contacted to have the password reset.

Direct (204) 926-7918
Toll Free 1-800-801-4421
Email onlineportfolio@wellwest.ca

 
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"Login ID that you entered is invalid. Please verify the login ID and try again."

The wrong login page has been selected. Click OK to close the dialog box and close the browser window that is currently open. Once back on the Wellington West home page, click Wellington Capital Clients under Client Login and
try logging in again.

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The drop-down menu does not appear after clicking on Client Login

The security settings in Internet Explorer are set too high, blocking all javascript, which affects how the menu functions. To adjust your settings:

  • Open Internet Explorer
  • Click on Tools
  • Click on Internet Options
  • Click the Security tab, ensure the security setting is set to medium or
    lower
  • Click the Privacy tab, ensure the security setting is set to medium high or lower
  • Click OK

 

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The menu bar at the top does not appear

Menu Bar

The latest version of Macromedia Flash will need to be installed:

Menu Bar

 

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The "An Error has Occurred. Your session has expired or is no longer valid. To continue, log on again. The application will close." message
appears right away

The security settings in Internet Explorer are set too high, blocking all activeX controls, which affect how the page displays and functions. To adjust your settings:

  • Open Internet Explorer
  • Click on Tools
  • Click on Internet Options
  • Click the Security tab, ensure the security setting is set to medium or
    lower
  • Click the Privacy tab, ensure the security setting is set to medium high or lower
  • Click OK

 

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A Security Alert box automatically appears after clicking on Wellington Capital Clients which says:

  • There is a problem with the site's security certificate.
  • The security certificate is from a trusted authority.
  • The security certificate date is valid.
  • The name on the security certificate is invalid or does not match the name of the site.

The security certificate is issued under the name *.asp.croesus.com. Our Online Portfolio is an online application created by Croesus and is used by many firms. The * is known as a wild card and is meant to match the name of the firm that is entered before the .asp.croesus.com (for example, we are wellwestclients.asp.croesus.com. Not all browsers recognize this wild card and may give a security alert advising the name does not match.

If you are concerned, the security certificate can be checked:

Internet Explorer

  • Open Internet Explorer
  • Go to www.wellingtonwest.com
  • Click on Wellington Capital Clients under Client Login
  • Double click the small yellow lock on the lower part of the browser window
  • The certificate should be issued to *.asp.croesus.com by
    Thawte Premium Server CA with a future expiration date

Moxilla Firefox

  • Open Moxilla Firefox
  • Go to www.wellingtonwest.com
  • Click on Wellington Capital Clients under Client Login
  • Double click the small yellow lock on the lower part of the browser window
  • Click View
  • The certificate should be issued to *.asp.croesus.com by
    Thawte Premium Server CA with a future expiration date

Netscape Navigator

  • Open Netscape Navigator
  • Go to www.wellingtonwest.com
  • Click on Wellington Capital Clients under Client Login
  • Double click the small blue lock on the lower part of the browser window
  • Click View
  • The certificate should be issued to *.asp.croesus.com by
    Thawte Premium Server CA with a future expiration date

 

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“HTTP 500 Internal Server Error”

This problem occurs because there is an error processing the ASP script, and the Friendly HTTP error messages are enabled in Internet Explorer, which suppresses the error details.

To turn off Friendly HTTP error messages:

  • Click Tools
  • Click Internet Options
  • Click theAdvanced tab
  • Uncheck Friendly HTTP Error Messages
  • Click OK

Often turning off Friendly HTTP Error Messages will correct the problem. If this error is still received after disabling these messages, hold down ALT on the keyboard and press Print Screen. This will take a snapshot of the error page. Open a new blank email, go to Edit and click Paste. Please send this email, along with your user ID, to onlineportfolio@wellwest.ca. Since Friendly HTTP error messages have been disabled, the error page will now give full details of the cause of the error and help us to better determine the cause of the problem.

Technical Explanation

Any client (e.g. your Web browser) goes through the following cycle when it communicates with your Web server:

  1. Obtain an IP address from the IP name of the site (the site URL without the
    leading “http://”). This lookup (conversion of IP name to IP address) is provided by
    domain name servers (DNS).
  2. Open an IP socket connection to that IP address.
  3. Write an HTTP data stream through that socket.
  4. Receive an HTTP data stream back from the Web server in response. This data stream contains status codes whose values are determined by the HTTP
    protocol.

This error occurs in the final step above when the client receives an HTTP status code that it recognizes as "500".

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