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Healthcare website "Sign In" option is stuck at loading

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jarvan44
jarvan44
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As of April 5, 2023, I have not been able to access my healthcare account on Kaiser Permanente through my PC. The only change I remembered doing was installing the add-on "Dark Reader" the previous night. Then on April 5, 2023 when I tried to sign on to KP by clicking the "Sign In" hyperlink on the home page, the sign in prompt or web script/page never loads; it just gets stuck with the "Loading" text and spinning wheel in the middle of the screen "https://healthy.kaiserpermanente.org/consumer-sign-on".

I found a similar issue on Mozilla Support and followed many of the troubleshooting guides and solutions, but to no avail. Here are the things I did per this link "https://support.mozilla.org/en-US/questions/1199184" and other guides: 

   -Updated video card
   -Fire Fox Safe mode
   -Disabled, removed add-on extensions, disabled hardware acceleration, disabled java script, default themes
   -Restored Fire Fox
   -Disabled VPN

I accessed the same healthcare website on Google Chrome and Microsoft Edge on the same PC, and it successfully loaded the "Sign In" screen. I also logged into two additional laptops and installed Fire Fox brand new got the same negative results.

I was able to successfully get to the "sign in" page using IOS (iphone) Fire Fox app. So, at this point I figured it might just be a Windows Fire Fox problem for this specific website.

Please see if you can also replicate this issue, or offer any other solution ideas. I've attached two pictures; one is the stuck on loading, and the other is the sign in page that should have loaded. Thanks.

As of April 5, 2023, I have not been able to access my healthcare account on Kaiser Permanente through my PC. The only change I remembered doing was installing the add-on "Dark Reader" the previous night. Then on April 5, 2023 when I tried to sign on to KP by clicking the "Sign In" hyperlink on the home page, the sign in prompt or web script/page never loads; it just gets stuck with the "Loading" text and spinning wheel in the middle of the screen "https://healthy.kaiserpermanente.org/consumer-sign-on". I found a similar issue on Mozilla Support and followed many of the troubleshooting guides and solutions, but to no avail. Here are the things I did per this link "https://support.mozilla.org/en-US/questions/1199184" and other guides: -Updated video card -Fire Fox Safe mode -Disabled, removed add-on extensions, disabled hardware acceleration, disabled java script, default themes -Restored Fire Fox -Disabled VPN I accessed the same healthcare website on Google Chrome and Microsoft Edge on the same PC, and it successfully loaded the "Sign In" screen. I also logged into two additional laptops and installed Fire Fox brand new got the same negative results. I was able to successfully get to the "sign in" page using IOS (iphone) Fire Fox app. So, at this point I figured it might just be a Windows Fire Fox problem for this specific website. Please see if you can also replicate this issue, or offer any other solution ideas. I've attached two pictures; one is the stuck on loading, and the other is the sign in page that should have loaded. Thanks.
Attached screenshots

All Replies (3)

jarvan44
jarvan44 Úinéir na ceiste
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The problem is somehow solved for now, by probably whatever hotfix or changes FireFox is doing in the background.

jonzn4SUSE
jonzn4SUSE
  • Top 10 Contributor
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Okay... Mark it as resolved we'll leave the light on for you.

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
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You can try these steps in case of issues with webpages:

You can reload webpage(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • hold down the Shift key and left-click the Reload button
  • press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • press "Command + Shift + R" (Mac)

Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Settings).

"Remove the Cookies" for websites that cause problems:

  • Settings -> Privacy & Security
    Cookies and Site Data: "Manage Data"

"Clear the Cache":

  • Settings -> Privacy & Security
    Cookies and Site Data -> Clear Data -> [X] Cached Web Content -> Clear

Start Firefox in Troubleshoot Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration or if userChrome.css/userContent.css is causing the problem.

  • switch to the Default System theme: "3-bar" menu button or Tools -> Add-ons -> Themes
  • do NOT click the "Refresh Firefox" button on the Troubleshoot Mode start window