Help Logging into OneFile

Please read through this page if you are experiencing problems logging into OneFile before trying to contact us. Most of the problems users experience are to do with misspelt usernames or passwords.

Logging In

I am getting the message "Login failed for USERNAME"

If you are trying to login with your details and are receiving this message it means that your username and/or your password have not been recognised. Please try the following in order:
  1. Your username and password may be mixture of letters and numbers. You need to ensure that each individual letter or number is typed in correctly. Some letters in your username or password will may need capitalising where appropriate. To do this, hold down the [SHIFT] key on your keyboard at the same time as pressing the letter key.

  2. Pay special care if you are copying the details from an email - you may be inadvertently copying spaces.

  3. If you have more than one account on OneFile, please check that you are using the correct username-password combination. Users who have multiple accounts usually have a different number after their username to access a different account.
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I receive the message ''Account is Keychain protected''

This means that the account has been exclusively locked to a Keychain and cannot be accessed via the normal login screen. You should try logging in with your Keychain username and password here instead.
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I've lost or can't remember my username or password

Your username and password (login details) are managed by the centre that is responsible for your training or assessment programme. You should try the following in order to retrieve your login details:
  1. If you have already logged into OneFile before and have registered your email address in 'My Profile' or you have already received an email task alert from OneFile then you should use the Reset Password facility.
  2. If you are unable to retrieve your login details via the password reminder, because you have not registered your email or you are unable to access your registered email account, then you must contact the person or centre that originally issued your login details. For security purposes we are unable to issue your login details over the telephone.
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After logging in I get a "Page cannot be found" or a "Page disconnected" error screen

We are currently aware that a small number of users may be receiving messages of this type immediately after logging in. Whilst our technical team is working on a solution, the following workaround can be used:
  1. Highlight the relevant address below using your mouse (starting with and including the https:// part), right-click your mouse button and select "Copy":
    • If you are a learner: https://live.onefile.co.uk/learner
    • If you are an assessor: https://live.onefile.co.uk/assessor
    • If you are an IV: https://live.onefile.co.uk/iv
    • If you are an EV: https://live.onefile.co.uk/ev
    • If you are an employer: https://live.onefile.co.uk/employer
    • If you are a work-based recorder: https://live.onefile.co.uk/wbr
    • If you are a centre manager or administrator: https://live.onefile.co.uk/manager
  2. Login as normal until you get to the error screen
  3. In the address bar (where you normally see https://live.onefile.co.uk and other web addresses), use your mouse to highlight the current web address, right-click your mouse and select "Paste" to replace the current web address with the one you copied above
  4. Press the [ENTER] button on your keyword or the "Go" button to open the copied page
  5. If you are still unable to login, please contact us.
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I get the message "An unexpected error has occurred!" when trying to login

This message will appear when the login screen cannot connect with the e-Portfolio. If you receive this message, please wait a few minutes before trying again. If you are still unable to login after a lengthy period of time, please contact us.
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I get the message "You cannot login from your location [113.34.56.45] - or another number

This means that you are trying to access OneFile from an unauthorised location. Your centre will have specified locations from which you are authorised to login and your current location isn't one of them. If you think you should have access to OneFile from your current location then you should contact your Centre Manager with the IP address that is displayed in square brackets in the error message.

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