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Why is the e-signing window showing up as a blank white screen?

third party cookies, security proxy server

Written by Marnie George
Updated over 3 weeks ago

Jupiter's e-signing functionality is facilitated through an integration with OneSpan (an e-signing software company).
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If you are experiencing loading issues (a blank white screen) when trying to create/view e-signing documents it is likely caused by one of these two things:

1. You must enable third-party cookies on web browsers

OneSpan's e-signing technology requires third party cookies to be enabled to work properly. You need to enable third party cookies for your web browser.

Please follow the browser-specific instructions below to enable third-party cookies. Your browser must be configured to accept third-party cookies to avoid issues with accessing the ResOnline pages.

How to enable cookies in Google Chrome (Mac or PC):

  1. Open Chrome preferences click on Settings

  2. Under the "Privacy and security" header, click on "Site Settings".

  3. Under the "Permissions" header click "Cookies and site data".

  4. Make sure "Block third-party cookies" is not checked.

How to enable cookies in Google Chrome (Android):

  1. On your Android device, open the Chrome app .

  2. At the top right, tap More More and then Settings.

  3. Tap Site settings and then Cookies.

  4. Next to "Cookies," switch the setting on.

  5. To allow third-party cookies, check the box next to "Allow third-party cookies."

How to enable cookies in Mozilla Firefox (PC):

  1. Click Tools > Options.

  2. Click Privacy in the top panel.

  3. Select the checkbox labeled 'Accept cookies from sites.'

  4. Select the checkbox labeled 'Accept third-party cookies.'

  5. Click OK.

How to enable cookies in Mozilla Firefox (Mac):

  1. Go to the Firefox drop-down menu.

  2. Select Preferences.

  3. Click Privacy.

  4. Under Cookies, select the option 'Accept cookies from sites.'

How to enable cookies in Safari (Mac):

  1. Go to the Safari drop-down menu.

  2. Select Preferences.

  3. Click Privacy in the top panel.

  4. Under 'Block cookies' select the option 'Never.'

  5. For increased security, once you have finished using the site, please change the Privacy setting back to Always.

How to enable cookies in Safari (iPhone/iPad):

  1. Open your Settings.

  2. Scroll down and select Safari.

  3. Under Privacy & Security, select 'Block Cookies.'

  4. Select 'Always Allow.'

Note: You may need to restart your browser to proceed after you have enabled third party cookies.

2. You are behind some kind of security proxy server.

If this is the case, you will need to talk to your IT department for a workaround.

Should you require further assistance click on the chat button in-app or email us support@jupiterlos.com.

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