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Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8694
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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My banking website won't load once it gets to the secure

Customer Question

My banking website won't load once it gets to the secure authentication phase. I use Firefox, but tried it on I.E., did not work there. I was able to log in once on my iPad, but now even that doesn't work.
JA: How old is your iPad, and what model are you using?
Customer: A year old iPad Air
JA: Have you installed any updates recently?
Customer: Windows, Firefox,
JA: Anything else you want the computer expert to know before I connect you?
Customer: No thx
Submitted: 1 month ago.
Category: Mac
Expert:  Cory replied 1 month ago.

Welcome, I am Cory. Thank you for asking your question today.

Who is the banking website you are using?

Customer: replied 1 month ago.
Sound Credit
Expert:  Cory replied 1 month ago.

May I connect remotely and fix this for you?

Customer: replied 1 month ago.
Not yet do you have any ideas?
Customer: replied 1 month ago.
No offense intended, just not comfortable with that
Expert:  Cory replied 1 month ago.

What browser are you on?

Customer: replied 1 month ago.
Bing
Expert:  Cory replied 1 month ago.

Internet Explorer?

Customer: replied 1 month ago.
Firefox, I have tried internet explorer doesn't work there either. But I use firefox
Customer: replied 1 month ago.
It is the only website that is not loading, it gets to the secure authentication phase and spins forever then says cannot load
Expert:  Cory replied 1 month ago.

Please press CTRL+D to bookmark the page.

In Firefox:

Press CTL+SHIFT+Delete to open History

Time range to clear: Everything

Check all of the boxes

Click Clear Now

Close all of Firefox

Open Firefox and let me know if it is working again.

Customer: replied 1 month ago.
Including site preference and cache?
Expert:  Cory replied 1 month ago.

Yes

Customer: replied 1 month ago.
K done
Customer: replied 1 month ago.
What now trying to log into bank still spinning
Customer: replied 1 month ago.
I am communicating on my iPad by the way
Expert:  Cory replied 1 month ago.

Did you close everything and open it again?

Customer: replied 1 month ago.
Will try that now
Customer: replied 1 month ago.
Not working
Customer: replied 1 month ago.
I would try the secure remote but I am on iPad, can I connect with you on computer? Without losing you on ipad
Expert:  Cory replied 1 month ago.

Yes, you have to go to the link on the computer

Customer: replied 1 month ago.
I am now logged on my laptop it is not a Mac but a sony, running windows 7
Expert:  Mike replied 1 month ago.

Please download Google Chrome and install then try to sign in to your bank: https://www.google.com/chrome/browser/desktop/

Expert:  Mike replied 1 month ago.

Do you still need help?