ID #306

I cannot get into webmail.

Applies to: Grid System

Those unable to access webmail generally experience:

  1. Errors:

    • You must be logged in to access this page.

    • You have 'Cookies' disabled in your browser. In order to login, you must enable Cookies.

  2. A Modwest OnSite banner across the top of the screen, but everything else is blank.

All of these behaviors are normally related to cookie privacy settings. Chances are, your web browser does not allow third party cookies. To remedy this situation, you can either enable third party cookies or instruct your browser to allow all cookies from This guide will assist you to find the Cookies/Privacy settings in your preferred web browser. Once you adjust these settings, you may have to restart your browser for the changes to take effect.

There are a couple of exceptions that will see the same errors but the solution is possibly different. Mac users who use Internet Explorer 5x will possibly see the error, "Data Decryption Error." This is a bug within IE for Mac; it is not compatible with modern SSL technology. Solving this problem is easy; just login to OnSite using Standard authentication mode. If you click this link to, you will use Standard authentication. You can tell if you are in standard or secure mode by checking the mode beneath the login box. You are in standard mode if Standard is NOT underlined.

Handheld computers and personal organizers have spotty support of SSL. So, if you cannot access webmail using one of these devices, using Standard authentication as described in the previous paragraph will also allow you to get to webmail.

Still not working? Contact Support with a detailed description of the steps you take before you cannot get your email.

Last update: 2010-10-05 15:55
Author: FAQ Admin
Revision: 1.2

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Comment of Anonymous:
It seems that firewalls, such as ZoneAlarm Pro and Norton Internet Security, also block cookies. So, that may be the problem.
Added at: 2005-04-27 14:59