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Our Safari 5.0 applicants get a cookie error when moving through our app

We operate a State of Alaska program called PFD that serves every Alaskan in the State. Almost everyone who applies for our program can successfully submit an application EXCEPT those who are now running Safari 5.0.X. Our programmers for the life of them can't figure why Safari 4.0 and lower users can file successfully but the newer versions can't.

The error received says that the user must have cookies enabled to continue using the application after submitting a page of data. However, the Safari 5.0 users say that they have checked "Always Allow" and they still can't file and application.

Is there something happening with 5.0 cookie handling that is different than before?

MacBook Pro, Mac OS X (10.6.5)

Posted on Jan 4, 2011 4:57 PM

Reply
25 replies

Jan 4, 2011 5:21 PM in response to Audio27

Hi,

Try suggesting they delete all cookies they currently have in Safari / Preferences - Security - Show Cookies.

Instead of Always accept cookies, better to use: Only from sites I visit.

Quit Safari (Command + Q) then relaunch Safari.

If that didn't help, open a Finder window. Select the user account in the Sidebar on the left, then open the Cookies folder. Move the Cookies.plist file from the Cookies folder to the Trash.

Relaunch Safari.

Sometimes troubleshooting the Safari .plist file can help.

Open a Finder window. Select your Home Folder in the Sidebar on the left. It has a small house icon. Then open the Library folder then the Preferences folder. Move the com.apple.Safari.plist file from the Preferences folder to the Desktop. Relaunch Safari, see if made a difference.

Also, some Safari users may have Extensions installed in Safari / Preferences - Extensions that prevent them from submitting an application.

And in Safari / Preferences - Autofill. Click the Edit button next to: Other forms
Delete the the State of Alaska website url, click Done.

Safari third party unsupported add-ons can also be a factor. Troubleshooting help here.
http://support.apple.com/kb/TS3230?viewlocale=en_US












Carolyn 🙂

Jan 4, 2011 5:25 PM in response to Carolyn Samit

Thank you for the response, Carolyn. We have experienced the same problem in house on a MacBook with a fresh install of 5.0 and nothing in the cache or prior cookies in the browser. Considering that it can be difficult to educate the masses on making browser setting changes, we are trying to limit the information distributed on the website from being too technical in nature.

Jan 4, 2011 6:25 PM in response to Audio27

Hi,

we are trying to limit the information distributed on the website from being too technical in nature.


Without knowing if they have Extensions, third party plugins, or anti virus software installed, that might be difficult.

A *work around* might be trying a different browser like Firefox for Mac.

Easy to install, easy to use. http://www.mozilla.com/en-US/firefox/

Good idea to have a backup browser installed at all times regardless.







🙂

Jan 5, 2011 2:35 AM in response to TildeBee

I see they're already pushing firefox as the answer - and separately, need to update the site certificates.
https://www.pfd.alaska.gov/index.aspx

I found no cookies stored after visiting several pages, both forms & general - on Camino, Firefox or Safari; then if Firefox saw a session cookie on myalaska.state.ak.us - and then whoosh, every browser & test shows cookies. So maybe something changed mid-test at the server.

In any case, safari 5 seemed to work the same as the others, and surely the programmers can look & see when cookies are set, or not, and at what point?. assuming they've access to a mac.
----

and the https://myalaska.state.ak.us/PFDOnline/PFDOnline/test4cookies.aspx says any browser accepts cookies, albeit that pages sometimes fail to respond unless refreshed a bit.

Message was edited by: andyBall_uk

Jan 5, 2011 11:19 AM in response to TildeBee

The site is www.pfd.alaska.gov

Click - Apply Now - Since you will be doing a test application. Choose the option to file with a paper signature page. If you enter the application, simply use bogus data and call yourself

First Name - Test
Last Name - Application.

We are finding that the problem seems to be cookie session state. We hand the cookie to Safari on the first page of the application, but 5.0 then subsequently dumps the cookie when moving through the application. Our application then thinks that the person is rejecting cookies as the continuity in cookies has been lost.

We want to serve all users, and have suggested Firefox for Mac for those having 5.0 problems, but we're going to have to get this fixed for our next application season. That will require a redesign of the application again. Apparently cookie size is also an issue, and we're going to look for ways to get that down to that the mobile Safari browsers are also a possibility.

We love Apple users, too, we're just trying to keep up with the limited programming resources I have for this government program! 🙂

Jan 5, 2011 11:47 AM in response to Audio27

Audio --

I just tested the site, and so far, I cannot get past the original To Apply Online box.
I click on "First Time Users Click here" and then select "Home Page" for Program links.
With Safari 5.0, i get a constant loop back to "First Time."
With Safari 4.0.5 selected as the User Agent, the same thing happens.
With Firefox 3.6 Mac selected as User Agent, I get a "404 Server" error.
With Safari 4.0.5 for PC as User Agent -- It WORKS!!!!!!!!!
With Firefox 3.6 as browser, it works.

Message was edited by: ~Bee

Jan 5, 2011 11:51 AM in response to TildeBee

~Bee

Are you attempting from Delaware? It's interesting that you're getting a problem earlier in the process. We have confirmed successful filing with 4.0 users, even with our own laptop in anchorage at a Coffeeshop. Feedback we are getting in emails from the public indicate that, by and large, the only browser giving them a headache is 5.0.

Our Safari 5.0 applicants get a cookie error when moving through our app

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