Client Support Center not accessible to some clients

[thomike23]

I have some customers who have registered on my Client Support Center page, but are unable to login to it. Their internet browser processes the login request but then sends them right back to the login page. I've tested their accounts from my office internet connection and from home, and they work just fine. So I believe it's something with their internet settings. Their network admins are VERY restrictive and require me to submit requests to change internet settings in writing, but I don't know what to have them change. Any ideas?

[craigbrass]

Never come across anything like this before. Sounds like they have either javascript or cookies disabled. More likely the latter.

[Jamie Edwards]

Hi there,

Sorry to hear you are having problems. To make tracing easier, can you please find out the following information from the clients having problems:

1) What is the exact page they are trying to login from?
2) What browser are they running?
3) Are (as far as they know) cookies enabled on their browser?

Thanks,

[thomike23]

Thanks for the quick reply!

1. They are logging in from http://**mydomain**/supportsuite/index.php
2. The are using IE 6
3. They probably have cookies disabled. I assume cookies are the problem, but I expect that they'll want me to provide a specific file/cookie name to allow, and I'm sure they will forbid any persistent cookies. What can you tell me about the cookies used in this area of SupportSuite?

[Jamie Edwards]

3. They probably have cookies disabled. I assume cookies are the problem, but I expect that they'll want me to provide a specific file/cookie name to allow, and I'm sure they will forbid any persistent cookies. What can you tell me about the cookies used in this area of SupportSuite?

If your clients simply "allow" cookies for the domain your support desk is hosted on, this should be ok