Who is this article for?

Customers unable to sign in or sign up to Help or Support.

No special access or permissions are required.

If you're using Microsoft Edge, you may experience difficulties when attempting to sign in, sign up, or open a Support ticket in the Ideagen Luminate Help or Support areas. When clicking the relevant buttons, your browser might refresh the page whilst keeping you logged out. You may also encounter error pages or elements that don't display correctly.

This article explains how to diagnose and resolve this issue so you can manage your support tickets and access restricted help articles.

1. Common problems

You may experience one or more of the following issues:

• The page refreshes after clicking any sign in or sign up buttons and you remain signed out.
• You are met with a large image of an Ideagen logo.
• There is an error message stating that access to a page was denied.

2. Understanding the issue

This issue occurs when you or your organisation have configured your browser's tracking prevention settings to Strict. This setting blocks the necessary functions that allow users to remain logged into Ideagen Luminate Help or Support areas, or submit a Support ticket.

You can verify whether this is the cause of your issue by copying and pasting the following URL into your browser's address bar, which should take you to a page similar to the screenshot above:

edge://settings/privacy/trackingPrevention

Alternatively, you can navigate to this page manually by following the steps below:

1. Open Microsoft Edge
2. Click the three dots menu (⋯) in the top-right corner
3. Select Settings
4. Navigate to Privacy, search, and services

3. Resolution steps

There are two ways in which you can resolve this issue within a Microsoft Edge browser.

1. Change the tracking prevention type (Recommended)

The easiest way to resolve this issue is to navigate to the tracking prevention page and select the Balanced (Recommended) option. This will reduce your overall level of tracking prevention within Microsoft Edge whilst maintaining reasonable privacy protection.

2. Add an exception

If it is not possible for you to reduce your tracking prevention to Balanced, then you can also manually add website exceptions to prevent this from applying to Ideagen Luminate Help or Support.

1. From the Tracking Prevention page, click the Exceptions option which will take you to a page like the above screenshot.
2. Click Add site
3. In the box that appears, copy and paste the following: [*.]help.ideagen.com
4. Click Add
5. Repeat this once more, but this time copy and paste the following: [*.]zendesk.com

Once one of these methods have been completed, attempt to sign in or sign up to Ideagen Luminate Help or Support. You should now be able to access the authenticated areas of the portal without any issues.

If your organisation prevents you from making these changes yourself, please contact your internal IT team and request that they make this change on your behalf.

4. Alternative resolution

Should you find yourself unable to implement the resolution outlined in step three, consider installing a different browser on your device. This issue appears to be specific to Microsoft Edge and has not been observed in other browsers currently.

The following browsers have been tested and work reliably with Ideagen Luminate:

• Google Chrome - Most widely compatible
• Mozilla Firefox - Good privacy and security features
• Safari (Mac users) - Native macOS browser