Unable to Log into Customer Self-Service After Entering the UserName and the Page is Redirected Back to the Login Page Before Entering the Password
When a user tries to log into the Customer Self-Service borrower web page, the logon page prompting for the username appears, but after entering the username, the web page never moves on to prompt for the password.
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 symptom can occur if the user has a web browser set to block or not allow the Customer Self-Service web site to set a cookie, which is required to advance beyond the logon page where the Username is entered.
Workaround:
Have your local IT or system administrator familiar with the version of browser the user is using to confirm the browser will allow cookies from the Customer Self-Service web site.
ArticleNumber:
000063965