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      Login Issues: Browser Settings

      Troubleshooting guide for login issues including ETR, HealthSmart, and IYG.

      If you're experiencing login issues through the website, you may need to adjust your browser settings. Adjusting your browser will solve most common login issues as well as many ‘OOPS’ errors.

      To adjust settings in your browser, follow the steps in section 1 and section 2 of this guide.

      First Step: Section I

      First, select your browser below for step-by-step instructions on how to clear cache and cookies. This should only take a few minutes.

      Second Step: Section II

      Next, select your browser below to save cookies to support an active login session. This should take less than a minute to complete.

      First Step: Section I

      Clear cookies on Chrome

      1. Navigate to the top right corner and click the icon with three upright dots, which lead to Customize and control Google Chrome menu
      2. Hover over More tools and select Clear browsing data
      3. Leave only Cookies and other site data ticked if you don't want to clear history or cache
      4. Select a Time range from the drop-down. We recommend All time
      5. Click Clear data to delete all cookies on Chrome
      Clear cookies on Chrome

      Clear cookies on Microsoft Edge

      1. On the top-right, click the three dots which represent Settings
      2. On the left hand side locate Cookies and site permissions and choose it
      3. Click on Manage and delete cookies and site data
      4. Go to See all cookies and site data
      5. Choose what you wish to clear or Remove all
      clear Edge cookies

       

      Clear cookies on Safari

      1. Choose Safari and then Preferences
      2. Click Privacy
      3. Choose Manage Website Data
      4. Optionally, select the websites that you want to stay with cookies and Remove others manually
      5. Click Remove All to delete all cookies
      6. Once you're finished, click the blue Done button
      Clear Safari cookies

       

      2nd Step: Section II

      Save cookies on Chrome

      Computer browser:

      1. On your computer, open Chrome

      2. In the top right, click the three dots (⋮), then scroll down to click Settings

      3. Under "Privacy and security" on the left, click Cookies and other site data or Third-party cookies (depending on the version)

      4. Ensure the following options are checked:

        • Allow third-party cookies

      5. Close Settings.

      Chrome Cookies

      Mobile browser:

      1. Go to the device Settings
      2. Select Chrome
      3. Ensure the following box is checked
        • Allow Cross-Website Tracking
      4. Close Settings.

      Chrome mobile settings

      Save cookies on Edge

      Computer browser

      1. On your computer, open the Edge.
      2. Click the Menu button, found at the top-right corner of the web page, and then click Settings
      3. Click Cookies and site permissions and then Manage and delete cookies and site data.
        • Click Cookies and site permissions and then Manage and delete cookies and site data.
      4. Choose the option Allow sites to save and read cookie data
        • Allow sites to save and read cookie data.
      5. Restart Edge

      Save cookies on Safari

      Computer OS

      1. On your computer, open the Safari 
      2. Go to the Safari drop-down menu
      3. Select Preferences
      4. Click Privacy tab
      5. Ensure both of the following boxes are NOT checked
        • "Prevent cross-site tracking"
        • "Block all cookies"
      6. Close dialog box

      Mobile browser:

      1. Go to the device Settings
      2. Select Safari
      3. Scroll down to Privacy & Security
      4. Ensure both of the following boxes are NOT checked
        • "Prevent cross-site tracking"
        • "Block all cookies"
      5. Close Settings.

      Safari mobile settings