Portal End-User: Reset browser to fix authentication issues

Summary:

This article describes how a Portal End-User can Reset their Web Browser if they are experiencing issues with the Browser Authentication Process.

A downloadable PDF version of this article is available as an attachment at the bottom of this page if you wish to send it along to your Portal End-Users

More Information:

If you are having issues relating to the Browser Authentication Process when trying to sign a document, you can reset your web-browser settings back to the factory defaults. This can aid in troubleshooting the problems that you may be experiencing. The four major web-browsers are mentioned below, along with the instructions on how to reset the settings…

*Bear in mind that we are not responsible for any data loss relating to resetting your browser functionality. Ensure you make a back-up beforehand, or seek technical advice from an IT engineer in advance. Resetting your web browser can potentially remove your Bookmarks, Favourites, Extensions, Add-Ons, Javascript and Homepages. This process should only be followed if you have exhausted the other options available in the Portal End-User - Basic Troubleshooting

Internet Explorer

1. Open Internet Explorer and click on the Cog icon in the top right-hand corner:
   
    
2. This will open the drop-down menu. Select “Internet Options”from the available list:
   
    
3. The Internet Options window will open, with a button at the bottom titled “Reset...”:
   
4. The Browser Reset window will open.
   
   Make sure you tick the box on the left, and then click the “Reset” button:
   
   
5. Your Internet Explorer web-browser has now been reset back to its default settings, with any customised settings removed. 
    

Google Chrome

1. Open Google Chrome and click on the three lines in the top right-hand corner:
   
    
2. This will open the drop-down menu.
   
   You can now select “Settings”from the available list:
   
   
    
3. The Chrome Settings window will open in a new tab, with a link at the bottom titled “+ Show advanced settings”:
   
   
   
    
4. Scroll downwards until you find button called “Reset settings” and click it:
   
   
    
5. A small window will appear. Click the “Reset” button:
   
   
    
6. Your Google Chrome web-browser has now been reset back to its default settings, and has removed any customised settings. 

Mozilla Firefox

1. Open Mozilla Firefox and click on the three linesin the top right-hand corner:
   
    
2. This will open the drop-down menu.
   
   Select the question mark iconfrom the bottom of the available list:
   
    
    
3. The Help Options window will open, with a link titled “Troubleshooting Information”:
   
   
   
    
4. On the next screen, click on the button in the top right-hand corner titled “Reset Firefox…”:
   
   
   
    
5. Again, Click on the “Reset Firefox” button:
   
   
    
6. Your Mozilla Firefox web-browser has now been reset back to its default settings, with any customised settings removed.
    

Apple Safari

1. Open Apple Safari and click on the Cog iconin the top right-hand corner:
   
    
2. This will open the drop-down menu.
   
   Select “Reset Safari…”from the available list:
   
   
    
3. The Reset window will open.
   
   Make sure all the boxes are ticked and click the button at the bottom titled “Reset”:
   
   
    
4. Your Apple Safari web-browser has now been reset back to its default settings, with any customised settings removed.