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Can't use Cleveland Clinic MyChart with Firefox.

  • 2 replies
  • 1 has this problem
  • 1 view
  • Last reply by cor-el

JTLucas
JTLucas
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For about the past 2 months, I have had trouble using a website called Cleveland Clinic MyChart. Can log in and soon as I make a selection, I get directed back to the log in page and an additional message appears "aol 9.5 users click here" I have no problem logging in with IE 10 but I really do not want to use it. I called Cleveland Clinic tech support for the website and they basically said that it was a Firefox problem. Previous to the past 2 months, I have had no problems with using Firefox with the website.

For about the past 2 months, I have had trouble using a website called Cleveland Clinic MyChart. Can log in and soon as I make a selection, I get directed back to the log in page and an additional message appears "aol 9.5 users click here" I have no problem logging in with IE 10 but I really do not want to use it. I called Cleveland Clinic tech support for the website and they basically said that it was a Firefox problem. Previous to the past 2 months, I have had no problems with using Firefox with the website.

All Replies (2)

gnittala
gnittala
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Hello,

Since it is not possible for us to check this without being able to login to the site and check the issue, are you ok to give us more details with the website when you login?

In order to be able to find the correct solution to your problem, we require some more non-personal information from you. Please do the following:

  • Click the Firefox button at the top left, then click the Help menu and select Troubleshooting Information from the submenu. If you don't have a Firefox button, click the Help menu at the top and select Troubleshooting Information from the menu.

Now, a new tab containing your troubleshooting information should open.

  • At the top of the page, you should see a button that says "Copy text to clipboard". Click it.
  • Now, go back to your forum post and click inside the reply box. Press Ctrl+V to paste all the information you copied into the forum post.

If you need further information about the Troubleshooting information page, please read the article Use the Troubleshooting Information page to help fix Firefox issues.

Thanks in advance for your help!

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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This can be caused by corrupted cookies or cookies that are blocked (check the permissions on the about:permissions page).

Clear the cache and cookies only from websites that cause problems.

"Clear the Cache":

  • Firefox/Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox/Tools > Options > Privacy > Cookies: "Show Cookies"

If clearing cookies doesn't work then it is possible that the cookies.sqlite file that stores the cookies is corrupted.

Rename (or delete) cookies.sqlite (cookies.sqlite.old) and delete other present cookie files like cookies.sqlite-journal in the Firefox profile folder in case the file cookies.sqlite got corrupted.

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem (switch to the DEFAULT theme: Firefox/Firefox/Tools > Add-ons > Appearance).

  • Do NOT click the Reset button on the Safe Mode start window.