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Q. Can employees within my organisation share a single account within Aeromanager? Answer
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A. No - Aeromanager registrations should be against one person and not a group of people or department. Every individual needing access to Aeromanager must have their own Aeromanager account. People must not share Aeromanager accounts.
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Q. Do Services within Aeromanager cover Military or Helicopter engines? Answer
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A. Aeromanager is a Civil Aerospace web portal that currently supports Rolls-Royce Civil Aerospace engines only. We do hold both military and civil Helicopter indexes on the public noticeboard site and this can be accessed by going to www.aeromanager.com and - Click on 'Public notice board' - Click on 'RB211/Trent/BR700/Tay/Spey/Dart(Airlines)/Model 250/501/AE Series - Technical Publications Indices' (you will see the 'Model 250' designation near the end of the hyperlink title). This is for Operations and Maintenance Manuals, Illustrated Parts Catalogue, etc - Click on 'Model 250 Service Bulletin Indices' for Commercial Engine Bulletins. If you have any further inquiries, please feel free to contact the: Model250CustSupp@rolls-royce.com
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Q. How do I find out who the key user for my organisation / customer is? Answer
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A. When logged into the Aeromanager system, select 'Contact Us' at the bottom of the FAQ page and then select 'My Contacts'. If you are not logged in to Aeromanager then select 'Contact Us' at the bottom of the FAQ page and contact Aeromanager Admin.
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Q. I have been given a hyperlink to an Aeromanager page but when I try and access Aeromanager through the hyperlink and log in, it does not accept my login name and password. What do I need to do? Answer
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A. This is a security feature that is currently in place on Aeromanager and we are investigating improved ways of making the site more user friendly whilst maintaining the security of Aeromanager. Please log in from the main www.aeromanager.com page and click on Login and then navigate through to the correct area of Aeromaanger.
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Q. I have requested my Aeromanager password is sent to me but my email is no longer the one registered on Aeromanager against my username. What do I need to do? Answer
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A. The Aeromanager system will only send correspondence to the email address registered against your username. This should normally be managed by the user within the Aeromanager system. However, if this email address has changed, the registered email address is no longer available to access and you cannot log in to Aeromanager then please contact the Key User at your Organisation who will be able to change this within the system, if you cannot contact your Key User, please e-mail the Aeromanager Administration team at aeromanager.admin@Rolls-Royce.com quoting your name, username and customer account name. The Administration team will update your records allowing for the Forgotten Password self-help feature to direct the password reminder to the correct email address.
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Q. I have tried to register for an Aeromanager account and when pressing Return or Enter, the screen clears and loses all of my information. Answer
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A. On completion all of the required fields on the register page, please ensure that you click on the Register button. If successful then you will receive a message on the screen advising that your account has been registered and is awaiting authorisation from your Aeromanager key user
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Q. LOGIN: I get the error message "Please try again Username/Password is invalid." when I try to login, but I'm sure I entered the correct details. What do I need to do? Answer
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A. Aeromanager usernames and passwords are case-sensitive, so ensure you used the correct capitalisation. Make sure you do not have the Caps Lock key switched on. If you have copied and pasted any of the details, for example from an e-mail, ensure there are no spaces before or after what you have pasted - you can check this by pasting into another program like Notepad before pasting into the Login form. If you have already seen this message several times, your account may be temporarily locked - wait for half an hour or so before trying again. If you continue to have problems, use the Forgotten Password form to get a password reminder.
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Q. LOGIN: I have forgotten my Aeromanager password. What do I need to do? Answer
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A. Aeromanager has a self-service password reminder feature. Please click on the "Forgotten password? - click here" link on the Aeromanager Login page. Once you have correctly entered your username, including customer prefix (please note that this is case-sensitive), and answered your Security Question, an e-mail reminding you of your password will be sent to the e-mail address registered against your Aeromanager account.
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Q. LOGIN: I have forgotten my Aeromanager username. What do I need to do? Answer
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A. The username for Aeromanager is made up of a customer prefix and a username separated by a '/', e.g. 123/abcde where 123 would be the customer prefix and abcde would be the username. You must specify both the prefix and the username. It is also case-sensitive so please ensure that you use the correct capitalisation. If you have forgotten your username or customer prefix then please contact the Key User at your organisation. If you cannot contact your Key User, please contact the Aeromanager Administration team using the Contact Us link below, quoting your name and customer account name. The Administration team will then send you the relevant information you require to log in to Aeromanager.
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Q. LOGIN: I have forgotten the answer to my Aeromanager Security Question. What do I need to do? Answer
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A. The Security Question is specified by the user upon registration, or upon successful login if your account was created before January 2009. The answer to this question should only be known by the user and not be something that can change over time, or information that is freely available in the public domain. The answer is case-sensitive and needs to be entered exactly as originally specified. If you have forgotten the answer then please contact the Key User at your organisation. If you cannot contact your Key User, please e-mail the Aeromanager Administration team using the Contact Us link below, quoting your name and customer account name. The Administration team will then send you the relevant information to allow you to request your password.
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Q. LOGIN: I have received my password reminder e-mail but I still get the error message "Please try again Username/Password is invalid." when I try to login. What do I need to do? Answer
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A. Please report a System Problem using the Contact Us link below.
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Q. LOGIN: I have requested a password reminder through the Forgotten Password link but have not received an e-mail reminding me of my password after the 20 minutes advised. What do I need to do? Answer
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A. For security reasons, the system will not tell you if the details you have entered are incorrect and will state that a password reminder will be sent. A password reminder will only be sent to you after successfully answering your Security Question. If you have been prompted with your Security Question and provided the correct answer and have still not received an e-mail then the e-mail address registered against your Aeromanager account may be incorrect or there may be local e-mail settings which are preventing this e-mail from getting through to you. Please contact your Key User to ensure your e-mail address is correct, and your local IT supplier to check that e-mails from noreply-aeromanager@rolls-royce.com are being allowed into your e-mail system.
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Q. LOGIN: I have tried to login using what I believe to be the correct details numerous times but I am not able to login. What do I need to do? Answer
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A. If you have tried to login and not been successful 3 times then your account will be locked out for a time period of 20 minutes. After this time period, please follow the Login Issues Help guidance document which can be found on the Public Noticeboard by clicking on Home - Public Noticeboard - Aeromanager User Support and then clicking on Aeromanager Login Issues Help.
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Q. My Aeromanager password has expired and I have set up a new password that initially worked but now does not let me log in. What do I need to do? Answer
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A. This is a known error within Aeromanager that we are currently working on to resolve. The new password will allow you to log in once but this is not being retained within the Aeromanager system. If known, the old password will continue to work. If this password has been forgotten then please contact Aeromanager Administration at aeromanager.admin@Rolls-Royce.com quoting your name, username and customer account name and we will reset the password which will allow access to the Aeromanager system.
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Q. What is the web address for the main Rolls-Royce plc website? Answer
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A. The Rolls-Royce plc website is www.Rolls-Royce.com
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Q. What web browsers do you support? Answer
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A. We currently support Microsoft Internet Explorer versions 6 and 7. Internet Explorer 8 is not currently supported, but has been reported to work in IE7 compatibility mode. Mozilla Firefox, Google Chrome and Apple Safari are NOT supported.
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