In this article:
- Affected devices and browsers
- Resolving this issue
- Further assistance
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
Prevent Cross-Site Tracking: Safari limits third-party cookies and data by default. Turn this option off to allow cross-site tracking.
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.
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.
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