Redirected Back to the Login Page After Entering UserName and Password on the Customer Self-Service Web Page
When a user tries to log into the Customer Self-Service borrower web page, the logon pages prompting for the username and password appear, but after entering both the username and password, the web page never moves on to the loan pages. Instead, the browser is redirected back to the login page unexpectedly. Each time the browser is redirected back to the login page, the username field displays again, but as a blank field, leaving the user unable to log in.
This can occur if the user has entered a web address for the login page which opens the web page but does not match the web site certificate your financial institution purchased for the web site. For example, the web addresses www.yourmortgage.com and yourmortgage.com may both resolve to your web site, but the certificate may be only for the www.yourmortgage.com address.
Workaround:
Have your local IT or system administrator familiar with your web server and the certificate your financial institution purchased confirm the address which should be used in the browser.
Have the user of the browser use the confirmed required web address. For example, if the user is not using the required www in the address, then have the user add www to the address.
ArticleNumber:
000062697
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