"Javascript & Cookies" error prevents groupsite access
Hello,
It has come to my attention that (at least) one of our members has been unable to access our groupsite due to an error message asking him to enable JavaScript and Cookies. He has enabled everything he can, but still gets the message, and is unable to access our groupsite. He was previously able to access our groupsite; I am not sure of the exact timing.
He raised this as an issue with support@groupsite.com, and was told that a ticket (#2061) had been created. This was in late December 2009.
This member is one of our key contributors, and it is a big issue for us that he is unable to access our site. I am equally concerned that there may be other members facing the same issue, who have not yet reported the problem.
Could you please resolve this issue as soon as possible. Approx. 4 weeks is far too long for such a critical issue to remain unresolved.
Thanks,
Nick
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Nick,
This issue has been at the top of our list and we have made some changes recently that have fixed the problem for most users, although we are still seeing some users having problem.
Could you provide a little more info for us?
Which groupsite is the member trying to access?
When was the last time this member tried to access the groupsite?
What browser/operating system are they using?
Hi Paul,
Here is the feedback from our member:
I will send you the details of the groupsite separately.
Thanks,
Nick
Hi, Nick -- If a user is having trouble accessing a site, regardless of the reason, it's definitely a problem and one we care to address immediately. Also, here's an update on the Javascript & Cookies issue (Ticket #2061), which is now closed:
This issue was originally reported for eugap by Martin A., a Groupsite manager who was himself experiencing the problem. We've been working on it and in communication with Martin, who on Jan 12 confirmed:
"This issue does seem to be fixed. I'll coordinate further testing with our user group and confirm that everything is working OK."
We also had a couple of members report to us directly with this problem. We've been in communication with them and like Martin they've confirmed they can now access the eugap site.
So, while we're open to the fact there may still be a problem, we think Ticket #2061 has been resolved.
There is also one eugap member we've been working with who appeared unable to access the site due to the Javascript & Cookies error message. A screen shot he sent yesterday shows he's no longer receiving the Javascript & Cookies error message; however, he still cannot successfully log-in to the site.
Our last communication to him included basic troubleshooting steps ranging from clearing cookies to a password reset that may resolve the issue. If this doesn't, we'll open a new ticket to investigate what's happening.
Nick - we did just receive confirmation back from the above mentioned eugap member to Support:
"Dear support team
The summary below is indeed correct.
I am pleased to inform you that besides being able to access the site, I can now also log-in!
Thanks for your assistance throughout."
I think all is well but please feel free to contact me directly if you do have further concerns.
Hi Diana,
I can now also confirm that all reported occurences of this issue appear to have been resolved.
Thanks for following it through.
Nick