Resolving issues with credentials on certain devices and browsers

In this article:

• Problem
• Affected devices and browsers
• Resolving this issue
  • iPhone devices
  • Google Chrome
• Further assistance

Problem

Users on certain devices or browsers see errors related to credentials at the top of Atlas pages and/or in specific web parts. The errors should look similar to those in the below image (captured on iOS 14):

• To view the information on this page you need to verify your identity. Click to provide additional details.
• Unable to load <Web Part Name>. Try again.

These errors are caused by the specific security settings on certain devices and browsers.

Affected devices and browsers

The error is suspected on all Safari browsers regardless of the device type - but we have observed it specifically on iOS 14 and Mac OSX 10.15.

We have also observed this error on PC devices using the Google Chrome browser in Incognito mode.

In general you may expect to see this issue on any device or browser where cookies are restricted.

Resolving this issue

iPhone devices

On iPhone, you should disable the options "Prevent Cross-Site Tracking" and "Block All Cookies". Go to Settings > Safari, then below Privacy & Security, turn the following setting off:

• Prevent Cross-Site Tracking: Safari limits third-party cookies and data by default. Turn this option off to allow cross-site tracking.

Google Chrome

If you are using Chrome on a desktop device, go to the settings and in the Privacy settings make sure that Cookies are enabled and that Third-party cookies are not blocked.

If you're using Chrome on a mobile device, go to Settings, then Site Settings, then Cookies, and ensure Cookies and Third-party cookies are both enabled.

Further assistance

If you're still having issues after following the steps for your browser or device above please contact support or your CSM for further assistance.