If you are unable to gain access to Track, please look through the following list of commonly reported problems, and tips on how to resolve them.

Commonly reported problems

1. I've lost my password
2. When I click on the 'enter Track service' link I cannot get to the next page
3. My application number and password are not accepted
4. I get a message saying that the service has 'timed out'
5. My question isn't answered here

If you cannot remember your login details, please contact our Customer Service Unit on +44 (0)870 1122211, open Monday to Friday, 08:30 - 17:30 (UK time).

Track runs on a secure web server (using HTTPS protocol rather than HTTP). If you cannot access the service, this may be due to one of the following reasons:

1. Your Internet Explorer browser has not been configured to display secure web pages. If you are using Internet Explorer:

Choose:

1. tools

2. internet options

3. advanced

4. scroll down to security

5. ensure SSL 2 and SSL 3 are both checked.

2. If you have a firewall or proxy server that does not permit the SSL traffic to pass through it on port 443 then this could also be the problem. A test page is available on our secure web server to check access. If you can view the following page: https://track.ucas.com/index.html, then your browser can view secure web pages. If you cannot access this page, please report the problem to your Internet Service Provider (ISP) or computing support manager.

3. Your Internet Service Provider (ISP) is not resolving the correct IP address for "track.ucas.com".

If you are using a PC running Microsoft Windows, you can test this out by clicking on the Start button, then Programs, followed by the Command (or MS-DOS) prompt. Enter the following command into the new window which opens up:

ping track.ucas.com

If you can successfully gain access to this box, you should see the following response (The IP address could be 62.189.0.216 or 195.188.99.216):

Pinging track.ucas.com [62.189.0.216] with 32 bytes of data:

Reply from 62.189.0.216: bytes=32 time=140ms TTL=243
Reply from 62.189.0.216: bytes=32 time=135ms TTL=243
Reply from 62.189.0.216: bytes=32 time=137ms TTL=243
Reply from 62.189.0.216: bytes=32 time=143ms TTL=243

Any other response, such as "Bad IP address" or "Request timed out.", indicates that there is a problem resolving the IP address. This needs to be reported to your Internet Service Provider (ISP).

Please ensure that you enter your application number and password exactly as it appears on your AS2 acknowledgement letter. If the fields are reset after you click on the 'log in' button, this indicates that an incorrect application number and/or password has been entered.

If you have five failed attempts to log into the service in one day, you will not be permitted to access the service until the next day.

For security reasons, the application times out after 5 minutes of inactivity. In this instance, you will need to restart the application by returning to the starting page: go to the Track gateway page.

5. My question isn't answered here

Please email webmaster@ucas.ac.uk outlining the nature of the difficulties that you are experiencing. Let us know which browser you are using (name and version number), which machine (PC, Mac or UNIX) and how you gain access to the internet, so that we can assist you further.