(Legacy Interface): When I try to log in and click Submit, I see a blank log in screen, the screen refreshes or I receive a Session Time Out message.

Answer

This is occurring because your computer is not accepting the IBM Digital Analytics session cookie, which is required in order to log into IBM Digital Analytics. This can also happen if your computer has installed anti-virus, adware or spyware monitoring software or a below setting.

If the refresh or time outs persist after these settings are adjusted and your IT department has confirmed all anti-virus software is not blocking IBM Digital Analytics cookies, please provide a list of any new updates and all programs installed on the systems when submitting a ticket to IBM Digital Analytics Support for further investigation. If you are unaware of what is installed on your system that can modify the ability to set cookies appropriately, please work with your IT department on this step.

Internet Explorer

You can check this under Internet Explorer > Tools > Internet Options > Programs > Manage-Add ons or within the Control Panel > Add/Remove Programs.

1. Open Internet Explorer and click on Tools > Internet Options >

Security Tab

A. Click on Restricted Sites > Sites > If coremetrics.com is in this section remove it > OK.

B. Click on Trusted Sites > Sites > Uncheck "Require server verification..." and add *.coremetrics.com >

Add > OK.

Privacy Tab

A. Click on Advanced > Allow Session Cookies must be checked. If this option is grayed out click the top option "Override automatic cookie handling" then click the Allow Session Cookies option > OK.

B. Click on Edit (also labeled Websites or Sites) > type coremetrics.com (If Always Blocked is chosen remove that first and then run through this step) and click Allow > OK.

Advanced Tab

A. Scroll to the Browsing section > Check the box next to "Enable third-party browser extensions (requires restart)"

B. Scroll down to the HTTP 1.1 settings section > Check the box next to "Use HTTP 1.1 through proxy connections" > OK.


2. Click OK > Close all Internet Explorer windows.

* If you do not close all Internet Explorer windows (instead of a tab or single window) prior to trying again the settings just modified will not be in effect.



FireFox

1. Open FireFox and click on Tools > Options >

Content Tab

A. Next to "Block pop-up windows" click on Exceptions > type in "*.coremetrics.com" and click Allow > then Close.

Privacy Tab

A. Check the box to the left of "Accept cookies from sites" then click on Exceptions > type in "*.coremetrics.com" and click Allow > then Close.? If you see anything for coremetrics.com as a blocked site highlight that row and click on Remove Site.

B. Check the box to the left of "Accept third party cookies" and choose your preferred "Keep until:" setting

Advanced Tab

A. Click into the Encryption tab > under Protocols > check the boxes next to "Use SSL 3.0" and "Use TLS 1.0"


2. Click OK > Close ALL FireFox windows.

* If you do not close all FireFox windows (instead of a tab or single window) prior to trying again the settings just modified will not be in effect.