Marketplace FAQ

When I go to the Login page my name appears twice in the “Choose a digital certificate” pop-up window. Which certificate do I select?

You have two certificates on your PC. One certificate will have been superseded by the other one. If you have the right permissions on your PC, you can remove the old certificate by following the steps below:

Open Internet Explorer and select the TOOLS menu bar found at the top of the screen
Select INTERNET OPTIONS and then select the CONTENT tab
Select the CERTIFICATES button
You should see two certificates listed with your name
Select the certificate with the earliest expiration date, and click REMOVE
When prompted, select YES
Close your Internet browser, open a new one and try to log in again

If you cannot access the above pages, then you can contact your system administrator to remove the certificate. You can also see which is the most recent certificate (and therefore the valid certificate) by selecting “View Certificate” from the “Choose a digital certificate” pop up window on the Login page. You can then select the certificate with the most recent “Valid to” date and click OK to log in using this.

My name does not appear in the “Choose a digital certificate” pop-up window.

You do not have a certificate installed. It may be that your PC has been updated. Please contact the RI3K Help Desk to issue you a new certificate.

I do not get the “Choose a digital certificate” page pop-up window.

It seems you are having trouble connecting to the RI3K certificate server. Please follow the steps below:

Open Internet Explorer and select the TOOLS menu bar found at the top of the screen
Select INTERNET OPTIONS
From the GENERAL tab, select DELETE FILES
Then select the CONTENT tab
The click CLEAR SSL STATE
Click OK on the INTERNET OPTIONS pop up page
Close your Internet browser, open a new one and try to log in again

If you still cannot connect, please contact the RI3K Help Desk.

A yellow box saying that I am “Unable to connect to the certificate server” appears before the “Choose a digital certificate” pop-up window.

If the certificate pop up window appears anyway, please continue to log in. If you still cannot log in, please contact the RI3K Help Desk.

I get a page that says “Access Denied. The email, username or certificate provided was incorrect”.

Please follow the steps below:

Please check that the email address you are entering is correct.
You can check your password by clicking on the “Forgotten password” link on the Marketplace Login page and entering your email address - this will send you a password reminder. Please note that passwords may contain numerical characters and are case sensitive.
Please check that you have a certificate installed on your machine. On the Login page, you should have a “Choose a digital certificate” a pop-up window with your name in it. If not, please contact the RI3K Help Desk to issue you a new certificate.
If your name appears in the “Choose a digital certificate” pop-up window, please check that your certificate is still valid. You can do this by selecting “View Certificate” from the “Choose a digital certificate” pop-up window and checking the “Valid to” date. If the certificate has expired, please contact the RI3K Help Desk to issue you a new certificate.

I have just installed my certificate, but still cannot log in.

You need to make sure that all Internet browsers have been shut down after installing your certificate. Please close all of your browsers, open a new one and try again.

Help Desk

You can reach the Help Desk by email or telephone:

help@ri3k.com

Day (9am - 6pm UK Time):

Evening (6pm - 11pm UK Time):

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