VIP login security code or PUSH popup page does not render properly

Products

• VIP Service

Issue/Introduction

The popup page during a VIP login operation does not render properly.

Sample:

 

securitycode.label securitycode.request.link, etc.

Cause

The login request is making a secure Javascript request to the VIP Cloud to retrieve data, but cannot retrieve the script and cannot display the correct information. PUSH notifications are not received and the out-of-band link does not appear.  

Resolution

Possible causes: 

-  VIP Login failed to land on the page due to Chrome blocking a session cookie that is different from the original domain. In this case, use Firefox to test.  VIP may display a partial error page without language translation (due to no session found and the language is null).

- Enable Javascript in your local internet security settings. (see:  How to enable JavaScript in Windows)

- Add *.symantec.com to your trusted security zone (see: About URL Security Zones)

- If using public wifi, a wifi hotspot in an airplane or satellite internet, the internet traffic could be going through a proxy set up by your internet service provider. While this adds an extra layer of security for the ISP, the proxy could be intercepting the JavaScript SSL. Choose an alternative method to connect, such as a mobile hotspot or an ethernet connection. 

- Some security software settings that may prevent JS execution.

- Contact your organization's helpdesk for additional help.