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Troubleshooting Logon - Cookies Expand / Collapse

If you find you can't log on and don't receive an error messages such as your password is incorrect it's because either your browser doesn't accept cookies OR your cookie is corrupted. To fix a corrupted cookie you'll need to either clean out ALL your cookies or search for on your computer and delete any cookie files you find. Please go to if you need help on how to delete cookies.

Members using EZ Firewall with the default settings have reported the inability to logon to our site.  EZ Firewall incorrectly identifies the cookie set when a user logins in as a "3rd party cookie" and thus blocks the cookie resulting in members being unable to finish the logon process to the site.

This problem is further complicated by the fact that members may not be aware that they are running such software that has this effect. For example, Road Runner, an ISP of Time Warner Cable, includes EZ Armor ™ (which includes EZ Antivirus and EZ Firewall) as part of its service. During installation EZ Firewall asks users if they would like to enable privacy control to block popup ads, banner ads and third-party cookies.

When privacy control is enabled, EZ Firewall blocks tracking cookies; the Cookie Control setting is set to "Medium" when the user opts to enable privacy control (see figure 1).

Figure 1: EZ Firewall Privacy controls page showing Cookie Control setting set to Medium. In this setting, all tracking cookies are blocked.


Until the problem is corrected in EZ Firewall, we recommend the following changes to prevent the problem.

To resolve cookie problems in EZ Firewall:

  1. Launch EZ Firewall.
  2. Go to the Privacy section.
  3. Set Cookie Control to "Off" by clicking the slider and dragging to the Off position.

You should now be able to log on. For more information about cookie settings in EZ Firewall, go to the my-eTrust Knowledge Base and search for "cookie control".

Other firewall/privacy software may cause the same issue:

  • Zone Alarm (Zone Lab)
  • Personal Firewall (Sygate)
  • BlackIce Defender (Internet Security Systems)

To resolve cookie problems in privacy or firewall software:

  1. Launch your privacy or firewall software.
  2. Navigate to the section with cookie controls.
  3. Choose to accept cookies.


Instructions for enabling cookies for common browsers:

Microsoft Internet Explorer 6.x

  1. Open Internet Explorer.
  2. From the Tools menu select "Internet options".
  3. Select the Privacy tab.
  4. Move the slider down to any setting other than "Block All Cookies".

Microsoft Internet Explorer 5.x

  1. Open Internet Explorer.
  2. From the Tools menu select "Internet options".
  3. Click the "Security" tab.
  4. Click the "Custom Level" button.
  5. Scroll down to the "Cookies" section.
  6. To enable:
    • Set "Allow cookies that are stored on your computer" to "Enable".
    • Set "Allow per-session cookies" to "Enable".
  7. Click "OK".

Mozilla Firefox users:

  1. Open Mozilla Firefox.
  2. From the Tools menu, select "Options".
  3. Click the Privacy icon.
  4. Click the + sign to expand the Cookies section.
  5. Select the "Allow sites to set cookies" option.
  6. Click "OK".

For Netscape 4.X users:

  1. Open Netscape.
  2. From the Edit menu, select "Preferences".
  3. Click the + sign to expand the "Advanced" option.
  4. Select the "Accept All Cookies" option.
  5. Click "OK" to close the window.




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