Login Loop Issues

 

Problem

If you enter your login credentials to try to access the ExamSoft Portal but are brought back to the login page, ExamSoft User Portal page, or the Institution selection page, and are prompted to enter your credentials again the first step is to troubleshoot the browser.

 

Procedure

 

Clear Your Browser’s Cache

Ensure you are using either Chrome or Firefox to access the ExamSoft Portal and follow the steps in the Clear your browser’s cache article.

If clearing cache and restarting the browser does not resolve the login issue, follow the steps for the appropriate browser below for additional troubleshooting.

 

Chrome: Allow Third Party Cookies

To add the ExamSoft domains to your browser’s Allow third-party cookies exception list:

  1. Open Chrome and select the 3 vertical dots located to the right of the address bar.

  2. Select Settings.

  3. A new Settings tab should open up.
  4. Navigate to Privacy and Security and select Third-party cookies.

  5. Enable Allow third-party cookies.

  6. Next, scroll down and select the Add button for Sites allowed to use third-party cookies.

  7. Copy and paste the following domain and select Add:
    1. https://[*.]examsoft.com

  8. Copy and paste the next domain and select Add:
    1. https://[*.]examsoft.io

  9. Restart the browser and attempt to log in again.

Firefox: Disable Enhanced Tracking Protection

  1. Navigate to www.examsoft.com.
  2. To the left of the URL, select the Shield icon.

  3. Disable Enhanced Tracking Protection. You will know it is disabled for the URL you are on because the Shield icon should have a line through it.

  4. Repeat Steps 2-3 for each URL you encounter during the login process, including apps.examsoft.com.

  5. Restart the browser and attempt to login again.
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