Login Help

This page contains some of the frequently asked questions and problems reported by people accessing OnTrack related to logging in.

How long does it take to finish the program?

People can do the program as fast as they like, but we suggest they try out each idea before going to the next one.  It will take most people about 8 weeks to try out everything - but they can keep using the diary and the tools as long as they want

Is my information secure?

Yes. Anything you enter without logging in is anonymous and cannot be traced back to you. Things you enter in the programs are kept on a secure server hosted by Queensland University of Technology.

How fast does my internet have to be?

Some users in rural areas may find it takes a short time to load pages.  Most videos and audios are short to keep their loading time as fast possible.  If there are problems downloading video or audio files, transcripts can be used instead.

What treatment methods are used?

OnTrack programs use motivational and cognitive-behavioural therapies, as well as meditation mindfulness.

What browsers are supported?

OnTrack has been tested and optimized for the following browsers:

  • Internet Explorer 7, 8
  • Firefox 3 and greater
  • Google Chrome 3 and greater
  • Safari 4

While you can still use other browsers to access OnTrack, features and functionality may not work as intended.

I found a bug in OnTrack. What should I do?

You can submit a bug report by filling out the Contact Us form. To help in fixing the issue we would appreciate if you can provide a summary of what went wrong and what you did just before it went wrong.  We also need to know a few details about your computer setup.

  • Your web browser. This is the program you use to access OnTrack. Most people use either Internet Explorer or Firefox.
  • The version number of your web browser. You can find the version number under the Help / About menu.
  • Screen resolution. You can find out your screen resolution here.
I can't seem to login or when I do login, anything I click on takes me back to the login page.

This issue is probably caused by not enabling cookies in your browser. OnTrack uses cookies to make sure you stayed logged in, and so must be enabled for OnTrack to work properly. The following article from Google can help you enable cookies.


What other things do I need for OnTrack to work?
OnTrack requires only a few extra requirements to work properly, and many people already have these installed or enabled on their computer.
  • All OnTrack programs contain videos and audios, which require at least Adobe Flash Player 8 to run.  If you do not know if you have Flash Player, please check on the Adobe Flash Player site
  • Adobe PDF documents can be downloaded, which require a PDF reader such as Adobe Reader to read.
  • JavaScript must be turned on in your browser. Most people who use the internet have JavaScript turned on already.
  • Cookies must be enabled in your browser. OnTrack uses cookies to keep you logged in while you are using the site. If you are getting constantly logged out, or cannot log in at all (and don't get any errors), then cookies might be turned off. See Google's Clearing cache and cookies article for more help.
I can't access OnTrack. My password is not working.

There could be a couple reasons why your password isn't working.

  • Access to certain OnTrack programs is only granted after a therapist approves you. You will not be given a password until this happens.
  • If you have received an email containing your password, please make sure you have copied the password exactly. We recommend you copy and paste the password from your email into the password box.
  • The email containing your password may have been put into your junk email.
  • Use the forgot your password section of the site to reset your password. 

Please use the Contact Us form below if you have any other questions about your access into the OnTrack program.

What screen resolution is best for running OnTrack?

This site is best viewed in 1024 x 768 resolution or greater, which can be set via the settings on your computer. You will be able to view the site using other settings, however some features may appear smaller, larger or out of place than what was intended.