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Common issues in NEOS and how to fix them
Log in issue? 500 errors? Learn about the most common issues in NEOS and how to fix them!
Every once in a while you may experience difficulties when using NEOS. You might see an orange or grey error notification. If you refresh your page, and the error message goes away or you can continue working normally, it is usually nothing to worry about. Skip down to images of error notifications and solutions.
Below is a list of the most common errors or issues you may experience or see, and how to fix them:
1. Typical Login/ Sign in Issue
Are you trying to sign in to a campaign, country or sanctuary page and it is not working? Perhaps you tried typing in your password three times and it is not correct so you are blocked out. This is the most common issue we see.
Solution: Your username and password should always be the same when you log in to each country/sanctuary/campaign page. Please make sure there are no spaces in your username or the password. You also need to make sure that the number is not missing at the end of the password. If you have forgotton or misplaced the password, please reach out to one of the website team members via Teams.
If you have been blocked out of NEOS (after too many log in attempts) you will have to wait about 30 minutes until you can try again.
2. Difficulty finding a specific page in the Content HUB
There are thousands of pages in the NEOS Content HUB and in your outlet! So when you use the search function in the document tree, sometimes a specific page can be hard to find. Before searching for keywords, make sure you are in the right language. For example: if you are searching for a German page, switch your content HUB language to German using the language drop down selection in the top right corner, next to your name.
The easiest way to find a page in the back end of NEOS is to copy the last part of the URL from the front end.
For example: https://woolwithabutt.four-paws.org/guides-and-faqs/myths-about-mulesing-of-sheep
Copy and paste myths-about-mulesing-of-sheep into the search bar to find the page
3. Difficulty finding a specific photo in the NEOS media gallery
Sometimes a simple keyword search for a particular image does not show the image you are looking for. If you see an image somewhere on the website, and need to use it on your page and are unable to find it in the gallery, you can try the following:
- Right click the photo that you see on the front-end of the website and open it to view in a new tab.
- Then, copy just the bolded part (show below) of the photo url and paste it into the NEOS media search bar: https://media.4-paws.org/2/4/c/d/24cdd15ceab3e455094965bea6265cfd4ef8fca5/VIER%20PFOTEN_2017-10-20_006-4000x1332-1920x639.jpg
- and paste 2017-10-20_006 into the NEOS media search bar and click to search
- Head to our image help tutorials for more assistance with adding images
4. 500 error shows up when you are trying to upload a photo
Likely, the photo you are using is too large. Remember that photos should be max 2MB. If you have used the Website Resolution preset download option in CANTO, and it is is still too large, trying using the Resize, Crop, Compress option when you click download. Manually enter 3000px for width (lock the lock icon), make sure the DPI is 72, and bring the qualtiy down 90%. Watch our video tutorial about how to do this as well as other helpful image videos on Stream.
Find out what these common error notifications mean:
1. Orange notification saying the page has changes in other workplaces
The following error below means that someone else is on the same page as you, making changes. They have not yet published, meaning that you will not be able to make changes either. Please ask them to publish and try not to work on pages at the same time.
FYI: sometimes this error shows up weeks after the person published, and this is a bug. Please inform the website team if it doesn't go away after the person has published.
Click the triangle to see which workspace the page is being edited in so you can ask your colleague to go back and publish.
2. A grey notification when in the outlet 'MISSING DOCUMENTS IN HUB'
This error notification will come up if you are in a page in the outlet, and there is a link on that page that leads to a non-existing page or a non published/live page. To fix this, check the links, and make sure that that the HUB page you are linking to is published in your outlet as well.
