搜尋 Mozilla 技術支援網站

防止技術支援詐騙。我們絕對不會要求您撥打電話或發送簡訊,或是提供個人資訊。請用「回報濫用」功能回報可疑的行為。

Learn More

Cannot log into Chase account

  • 33 回覆
  • 1 有這個問題
  • 150 次檢視
  • 最近回覆由 cor-el

more options

I am on FF 81.0.1, running on Windows 10. I just starting using Firefox on here to replace Chrome (which was a huge memory hog).

Most websites I logged into on Chrome, I can log into via Firefox. But not chase.com. I get their main splash page just fine. I enter my credentials. Then I get the first screen shot you see here - a greyed-out sort of blank screen with one untitled blue button. If I either go back a screen, or click the mystery button, I get the second screen - log in prompt with an exclamation point but no words or help.

I can log in just fine on Chrome, and also can log in on Firefox Android on my phone. Just not FF on Windows.

Things I have done: Added chase.com to the exceptions for pop-ups as well as security, cleared all cookies and temp site data for chase, restarted browser. None worked.

Any advice? I appreciate the help!

附加的畫面擷圖

所有回覆 (13)

more options

Thanks jscher2000. I ran your test. The login has the exact same problem even on the new, unchanged profile.

So it seems like this isn't a setting.

more options

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems.

more options

I already tried the safe mode, per earlier post, but thanks for the suggestion cor-el.

I am out of ideas. Any more out there?

more options

cassidy.mt said

cor-el said

Boot the computer in Windows Safe mode with network support to see if that has effect in case security software is causing problems.
I already tried the safe mode, per earlier post, but thanks for the suggestion cor-el.

I think the previous suggestion was Firefox's Safe Mode, while cor-el's suggestion is Windows' "Safe Mode with Networking" which disables various startup programs.

more options

Ah, thanks for the clarification, but I have done both. Same result.

Is there a way to raise this issue to Mozilla for them to research further on their own?

more options

I think the problem is that we haven't discovered how to replicate the problem. Anyone can open https://www.chase.com/ and see whether requests to chasecdn fail (causing content missing from the sign in form). But why are yours failing?

In another case of incomplete data on Chase, the user traced the problem to Kaspersky, and it was fixed in an update by Kaspersky. https://support.mozilla.org/questions/1306519 So unless we can find a Firefox feature that has this effect, we are still thinking there may be an external explanation.

more options

As a quick test you can create a new profile to see if your current profile is causing the problem.

See "Creating a profile":

more options

cor-el said

As a quick test you can create a new profile to see if your current profile is causing the problem.

I think the user tried that: https://support.mozilla.org/questions/1306991?page=2#answer-1355845

more options

jscher2000 - You found it!

So, for posterity and in case anyone searches and finds this thread... My security software is Malwarebytes. And that is fine. I had the same results with it on or off, since that was one of the first things I tried. But, I ALSO have the Safe Kids application from Kaspersky. Not for normal security, but just for tracking kids' user IDs and their other devices. When I Quit that application on my own User ID in Windows, poof - Problem Gone!!!

I can't really uninstall Kaspersky Kids on the computer because I need it for the kids' ID's on here. And I already have the latest version so that isn't it. I'll log the issue with Kaspersky though and hopefully they will fix it, which seemed to work for the person in that other thread that was started just a few days before mine. I had searched certain keywords on here already before and that thread hadn't popped up, so I must have used the wrong keywords to find it.

Thanks again to everyone for the help!

more options

It doesn't seem odd to me that their parental control software has the same issue as their full suite: in both cases they would be intercepting/proxying your browser connections, and it's probably the same plumbing. Hopefully they come up with a solution quickly.

more options

I have the identical problem logging into Chase.com - and the same result - after entering user name and password and clicking "sign in", a completely white screen is returned with a 2 inch blue bar in the center - identical to the screen shot submitted above. I had this exact same problem a month ago, and my Kaspersky security software was CLEARLY the problem at that time. So I went to Kaspersky - they figured out the problem - gave me a "fix" to their software - and the problem was solved. But the problem returned about a week ago - this time I completely disabled Kaspersky, rebooted my laptop, started Firefox in "safe" mode and tried to log into chase.com again - and, unfortunately, still have the same login problem - so it would appear NOT to be Kaspersky this time.. I've tried everything else (cleared the cache, cleared cookies, etc.) - nothing has worked. Are there any other ideas, or IS THERE A WAY TO ASK MOZILLA DIRECTLY?

more options

I have stumbled onto the "fix" - it's complicated - the "culpret" is Kaspersky, aided and abetted by Citibank.

My problem started about a month ago - and I was given the following "fix" instructions at that time by Kaspersky, and it worked:

1. Open Kaspersky. 2. Click the gear icon in the lower left. 3. Click on 'Additional' on the left. 4. Click on 'Network settings' on the right. 5. Under the section 'Encrypted connections scanning' click on 'Manage exclusions'. 6. Click 'Add' 7. Enter the URL for the website you want to exclude (e.g. sitename.com or subsite.sitename.com). 8. Make sure 'Active' is selected then click 'Add'. 9. Exit and reopen your web browser then try the site again.

Chase login starts from chase.com - after inserting username and password and clicking on "sign in", the next url that appeared in the address bar was secure05a.chase.com. So I went into Kaspersky per the instructions above and added secure05a.chase.com to the list of "Managed exclusions" - and this solved the problem.

Until a few days ago, when the problem recurred again. After trying numerous other solutions (and much hair pulling), I noticed that the url that was now appearing after clicking on "sign in" was secure07a.chase.com - and so I added secure07a.chase.com to the list of "Managed exclusions" and it worked again - once. After that, the next url that came up after clicking on Chase's "sign in" was secure03b.chase.com - and so I also added that to the "Managed exclusions" list as well. Now it all works great again.

I have NO idea as to a), why 3 different citibank secured urls (so far) have popped up after clicking "sign in", or b) why the problem persisted this time (until I stumbled onto this "fix") EVEN AFTER I had completely turned off ALL Kaspersky protections - the way I discovered it was a Kaspersky problem a month ago is that, at that time, turning off Kaspersky alleviated the problem, turning Kaspersky back on made the problem reappear.

more options

Websites that have a lot of visitors can use multiple domains for server load balancing. Maybe contact Kaspersky and ask them if you can use wildcards like secure*.chase.com or *.chase.com

  1. 1
  2. 2