Troubleshoot LifeZone login problems FAQ

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HOW CAN I TROUBLESHOOT LIFEZONE LOGIN PROBLEMS?


It should be easy to access the LifeZone. If it's not, you are probably experiencing one of these problems:
  1. The LifeZone is not compatible with the browser and/or operating system you are using
  2. Your Internet dial-up is slow
  3. Virgin Life Care's webserver is temporarily unavailable
  4. The Verisign Secure Socket Layer (SSL) Certificate is not working
  5. Your browser is corrupt
1 Troubleshoot compatibility

Simply follow this link to check that your browser type and operating system is compatible with the LifeZone

2 Troubleshoot slow internet dial-up

A modem that has a speed of 56 kbps (or higher) for a responsive LifeZone.

For optimal LifeZone usage, you should subscribe to an ISDN service or faster

 3 Troubleshoot webserver availability

In the course of maintaining hardware or upgrading software, the Virgin Life Care server may become temporarily unavailable. When this happens, we close the login entry area and you will be unable to access the LifeZone. Click on the login area to view when the problem will be fixed by.

4 The Verisign Secure Socket Layer (SSL) Certificate is not working

A Verisign Secure Socket Layer (SSL) Certificate is used on our webserver. This SSL certificate verifies that our webserver is legitimate and is owned by Virgin Life Care (Pty) Ltd. It also ensures that information from (and requests to) your LifeZone are encrypted. This confirms that your information is protected by encryption when you request it, and we send it.

If this service is down, you'll be unable to access the LifeZone. Please contact us to find out when we expect this to be fixed.

5 Troubleshoot a corrupt browser

If your browser is corrupt, it must be reinstalled, using either the standard or custom installation. If you are not a computer boffin, we recommend you get an expert to help you. He or she can identify why your browser became corrupt and what must be done to avoid the problem happening again.

Still no joy…

If you need more help, please contact us. Let us know:

  1. Your browser type (and version)
    • Microsoft Internet Explorer users select <Help> then <About Internet Explorer>, which will display the browser version.
    • Apple users should select the About button, then the software's name.
  2. Your operating system (and version):
    • For versions older than XP, Microsoft Windows users should check this by clicking <Start> and reading sideways the white text that runs up the screen.
    • Apple Mac users check this in OS X.using About This Mac > More info > Operating System or in Classic OS by using the Apple System Profiler.
  3. Whether you are accessing the LifeZone from home or over a computer network


  4. The full error message displayed when the page fails to download (if displayed)
N.B. It’s also very useful if you can take screengrab(s) showing the fault.

Thanks for providing us with thorough information. This helps us feedback to you quickly.