Due to the nature of our products, NSG support is broken down into the following areas:

• Upload/Download support: Available to all NSG data creating organisations and organisations approved by the Department for Transport (DfT) to download NSG data.
• Technical Support: Any user experiencing technical difficulties with our website e.g. accessing services available via this website (FTP access etc).

Talk to us directly by calling 020 7747 3502 or you can email us. The Helpdesk is available between 9.00 to 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

MSA Support:

• Assisting MSA signatories to order MSA services
  • Supply and receipt of digital order forms
• Order Administration
  • Log MSA service orders
  • Confirm order to user
  • Confirm service procedure and user actions (if required)
  • Set up FTP account and distribute T&C’s (where required)
• Troubleshoot user’s reports (explain and provide advice regarding error and warning flags):
  • Online validation reports,
  • Monthly healthcheck reports and
  • Monthly comparison reports.

Accessing the FTP Site:

1. Check you are using the correct username and password (obvious, but worth it!).
2. Check you are trying to access the correct folder i.e. “in” for uploads and “out” for downloads.
3. Check whether you can access other ftp sites e.g. ftp://ftp.microsft.com – if you can’t then you should contact your IT as it is likely your access has not been enabled.
4. If possible, try using a different ftp client to access the site (contact your IT dept with regards to this).

If after trying the above, you are still experiencing FTP access issues, then please email the helpdesk with the following information:

• What ftp client are you using?
• Have you been able to access the ftp server in the past? If so, when?
• A screenshot of any error messages
• A clear description of the problem e.g. can see existing files but not upload new ones
• Ask your IT dept if any proxy servers are being used and what firewall restrictions are in place

Logging into the NSG Site:

1. Check you are using the correct username and password (obvious, but worth it!).
2. Does your password need changing (passwords expire after 90 days)?
3. Check whether you have been automatically logged out – if so, you will need to log in again (this occurs after 29 minutes of inactivity)
4. Check the password rules when changing your password (passwords must be at least 8 characters long, they must contain at least one upper case letter and at least 4 number characters).

If after trying the above, you are still experiencing Login issues, then please contact the helpdesk with the following information:

• What action were you trying to perform e.g. trying to change your password?
• A screenshot of any error messages/data issues

If this has been useful, please let us know – info@thensg.org.uk

Please also visit our Technical Frequently Asked Questions