End users can't sign in with Safari

56 コメント

  • Devan - Community Manager
    Zendesk Community Team

    Hello Ngawai,

    So one thing I would make sure regarding the use of Safari or any other web browser is that it is updated within two update cycles to ensure common bugs don't arise. If you are noticing that other browsers such as Chrome don't reproduce this issue, then I would strongly recommend you stick with it until a new iteration of Safari is published.

    I've also included a link to our system requirements and recommendations guide in case you need more info on browser related issues.

    Let me know if you have any other questions or require a bit more depth on the topic.

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  • Frits van Dee

    Any update on this? We do have customers that use Safari and can not log in on our help center. I can not tell them to use another browser. What can we do to support our customers without the hassle with logins?

    1
  • Brett - Community Manager
    Zendesk Community Team

    Hey Frits,

    I'm actually surprised that end-users are unable to sign in using Safari. I did some testing on my end but wasn't able to replicate this issue on my end. Do the end-users receive some sort of error when they attempt to sign in using Safari? Would you be able to provide a screenshot?

    Let me know!

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  • Noah Mehl

    This is absolutely an issue!  Safari is preventing the iFrame for sites using hosted SSL.  If you're not using CNAME, it may not be an issue.  But most of us want some level of white labeling.

     

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  • Noah Mehl

    Users *can* disable "Prevent cross-site tracking", and RESTART Safari (just disabling it is not enough, apparently).  But this should NOT be necessary, as users like their privacy...

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  • Osei Poku

    We are also seeing this issue. We have the host mapping enabled to our own subdomain at "help.<mycompany>.com". Our Safari users are unable to log in due to the "Prevent cross-site tracking" option. When that option is enabled, the iframe at the "*.zendesk.com" subdomain is unable to set the cookie to the enclosing "help.<MYCOMPANY>.com" domain. When I disabled the option and restarted Safari, I was able to log in successfully.

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Osei and Noah,

    I checked with our team, and I'm afraid to say that there's currently no workaround to keep the option to prevent cross-site tracking enabled. Currently, when using Safari, the option must be deselected for users to view your Help Center.

    I understand why this can be a roadblock for you and I've already passed this feedback along to the appropriate team so they're aware of this issue.

    Thanks for bringing this to our attention!

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  • Tobias Linder-Geiger

    This is really of high urgency. Seems that this feature is activated on all new macOS setups and it can't be that users have to reduce security and privacy settings just to create a ticket for support.

    I actually just wanted to create a ticket with Code42 Support and did run into the same issue there.

    Please help! It's really urgent.

    7
  • Hamish Brewster

    Hi all,

    Based on my experience and testing, this does not appear to be an issue with 'Cross site tracking' (I have always had this enabled), but rather corrupted Cookie data.

    If you want to verify this yourself, try logging in with an 'InPrivate/Incognito' window (Shift + Command + N) or clear your cookies via Preferences > Privacy > Manage Website Data.

     

    Steps to Replicate:

    - User receives error message

    - Click link to enable cookies - Nothing happens

    - Clear Cookie data

    - Click link on login page again - Issue resolved

     

    This issue has come and gone over the last year or so but it seems to be here to stay with the lates MacOS Catalina, and has become a daily issue for our users. 

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  • Xavier MENEBOODE

    Same problem here since I updated Safari to Version 13.0.4 (14608.4.9.1.4).

    Running macOS Mojave 10.14.6 (18G2022)

    Cross-Site protection is disabled. Cookies are allowed.

    Looking at Safari Console, I see the following error when I click on the Start again connexion option that links to
    https://doxense.zendesk.com/auth/v2/login/set_cookie

    SecurityError: Sandbox access violation: Blocked a frame at "https://doxense.zendesk.com" from accessing a cross-origin frame. The frame being accessed is sandboxed and lacks the "allow-same-origin" flag.

     

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Xavier,

    It looks like this is a known issue with our Dev team currently looking into this. I'll create a ticket on your behalf so we can investigate further.

    Cheers!

    0
  • Alan Hirshberg

    Just wanted to chime in that I'm having the same issue when trying to log in as an agent. This was a problem  in the past but went away with one of the recent Safari updates. I just upgraded my system to OS-X 10.15.2 and the problem returned.

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  • Alan Hirshberg

    Another note: Clearing all browser history/cookies does solve the problem. However, I am unwilling to do this. I've deleted the info specifically for entries with "Zen" in them, but that doesn't help. Maybe your site is installing a cookie with a name that doesn't contain "zen?"

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Alan Hirshberg,

    I've gone ahead and opened a ticket on your behalf due to the nature of this issue, so one of our Advocates can look into this further for you. You should expect a response on this issue relatively soon, and we appreciate your patience.

    Best regards. 

    1
  • Оралов, Владимир

    Hello!
    Safari 13.0.4 (15608.4.9.1.3), MacOS 10.15.12
    Same problem for me.
    Cross-Site protection is disabled. Cookies are allowed.
    But at the login page I see the error about cookies.

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Оралов,

    Thanks for taking the time to share this with us! I'm going to bring this into a ticket so our Customer Advocacy team can look into this.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Janice Fiorenza

    We continue to receive questions from our end users on why they are unable to login using their iPhones etc. The most recent: "I’m getting a browser restricts cookie usage message and to click to restart my sign on which takes me right back to the message. I checked my settings on my phone and Ipad and I am not blocking any cookies. Not sure what to do." We use Zendesk to communicate in a HIPAA supported forum, and if they cannot login to see the comments on the tickets, then what is the work-around besides installing Chrome on their phones/tablets?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Janice,

    It looks like we have a problem ticket related to this issue. I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this further.

    Cheers!

    0
  • German Mosquera

    Same issue with Safari here. I checked workaround from

    https://support.zendesk.com/hc/en-us/community/posts/115006147787-Disable-3rd-party-cookie-requirement-globally 

    ...but no luck.

    It would be great to know what browser is fully supported with Zendesk and, if Safari is among them it would be great to know an estimated time for a solution.

    Thanks

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  • Steve Wolaver

    Zendesk's attitude here is very disappointing. Clearly, customers are begging for a solution, and the only one is "use another browser", and "I will open a ticket with customer advocacy."

    1. What if your organization allows only using Safari?. There are companies out there (mine included) that do that. 

    2. What the does "customer advocacy" do? Are they advocating for the customer? 

    I agree with German's post. Where is the "we should have a fix on xxxx date?"

    Why don't you disable the cookie requirements for your customers rather than making your customers jump through hoops to use your product? 

    I expect better from you.

     

     

     

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  • Fox

    All safari users have this problem. I open my osx support to everything including all cookies and all website datas. Zendesk is still broken and can not be used. Safari is telling me that the support pages can not be shown because of cookie restrictions. It doesn't matter if safari is allowed to do anything.

    Zendesk, we need a solution for that. I have several sites I want to use the support pages and can not login because of safari. To use another browser is not convenient because some users are using only the system browser. To tell customers to install another browser is not a solution. thanks for help R.

    1
  • Brett - Community Manager
    Zendesk Community Team

    @Fox and Steve, this is something our Dev team is currently looking into but no additional information to provide at this time. I'll create a ticket on your behalf so you receive an update when available.

    Cheers!

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  • Noah Mehl

    Brett - Community Manager Can you please add a ticket for me as well?

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  • Brett - Community Manager
    Zendesk Community Team

    @German you can find our browser requirements here: System Requirements for Zendesk

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Noah,

    I went ahead and created a ticket as request.

    Cheers!

    0
  • Francois Beaulieu

    Hi Brett - Community Manager

    We have the same issue using Safari. This used to work fine with cross-site cookies permitted but no longer does with a recent Safari update. Can you please open a ticket for me as well?

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  • Casper Minding

    Please open one up for me as Well 👊

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  • Brett - Community Manager
    Zendesk Community Team

    @Casper and Francois, I created a ticket on your behalf as requested. For others running into a similar issue, feel free to submit a ticket to support@zendesk.com.

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  • Brian Keare

    As CIO of our company using Zendesk, we are actively looking at alternatives because of Zendesk's inability to sort this out and general lack of sophistication around security.  The idea that allowing "cross-site tracking" is necessary because of "increased" security requirements in Zendesk is a total fallacy - it is actually indicative of Zendesk lack of sophistication and ability to leverage best practices.

     

    -Brian

    1
  • German Mosquera

    Now that Google Announced the new update (Ver.80) of Google Chrome, the cookies issue may also extend to it:

    https://blog.chromium.org/2019/10/developers-get-ready-for-new.html

    -------------------------------------

    ...

    To test the effect of the new Chrome behavior on your site or cookies you manage, you can go to chrome://flags in Chrome 76+ and enable the “SameSite by default cookies” and “Cookies without SameSite must be secure” experiments.

    ...

    --------------------------------------

    I just tested it getting an error and not been able to login to Zendesk anynmore.

     

    Do you have any info about this? Fixes? Updates? What to expect?

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