Error message when downloading bills?

Hi ​@GrahamB ,

It’s currently being investigated. Try using the app for now as that still works.

Alternatively, try guest mode in your browser.

Many thanks to both Blastoise186 and Nukecad.  Sorry Nukecad that I didn’t get to try pausing the Adblocker but Blastoise186’s solution to open the browser as a guest worked perfectly 😀

Glad it’s working ​@GrahamB, and thanks ​@Nukecad and ​@Blastoise186 for your help here. Hopefully the root cause of this issue will be fixed internally soon.

Thanks ​@Nukecad for the hint.  

I’m using Firefox 150.0  and managed to solve this issue by turning off ‘Enhanced Tracking Protection’ for the OVO website.   To do this I clicked on the ‘ticked shield icon’ in the ‘website address field’ which offered me a menu with a slider that turned off ‘Enhanced Tracking Protection’ .  

Then the bill downloads worked. 

Firefox suggests turning these protections back on - which I will do now that I have downloaded the bills I wanted. 

Hey ​@WoolyHat,

That's awesome to hear! I'm really glad the advice in the thread was helpful and that you were able to download your bills. If you have any other questions or need more help, feel free to ask 😃

You can also Manage exceptions using ‘Settings’ from the FireFox hamburger menu. then ‘Privicy & Security’.

Do note however that if you set it to ‘Strict’ it can cause problems on some webpages.
It tells you that in small print on the setting.

I’m guessing that you did/do have it on ‘Strict’ and it was that which was blocking the download.
In most cases you are better off sticking to ‘Standard’.

Additional to the above:

If you do want to use the ‘Strict’ protection in Firefox then they recommend that you turn on the ‘Fix major site issues’ setting to help prevent such unwanted behaviour:

And just to note that Firefox has today gone to v 151.0

And yes, in the release notes it tells you that the ‘Enhanced Tracking Protection’ has been changed - so it may be that change that has caused issues earlier today for some.

https://www.firefox.com/en-US/firefox/151.0/releasenotes/

Hey ​@Nukecad,

Thank you so much for the updates! If Firefox and its permissions are causing some trouble for customers trying to log in to their accounts, do you think it would be helpful to put together a little article explaining how to fix the issue? I don’t use Firefox myself, so I’d love to hear your thoughts on this! (I keep wanting to call it Firedog instead out of habit 😅).

Hi ​@Chris_OVO  I think that the basic information is already above.

Yes the settings screens shown above are from the current Firefox, but they are similar in the other browsers.

For example these are the same settings in Edge (I don’t/won’t have Chrome on my machines).
 

And it’s not just Firefox that is affected, we have had threads on the forum where the same things happen with Chrome and Edge. Basically it can happen with any browser that has a Strict/Enhanced security setting.

One problem is that if/when someone is having problems with a webpage, ie can’t see buttons. or can see them but when they click nothing happens or they get ane error, then they tend to assume that it’s the webpage itself that is broken.

So they come to a forum, or call support, to complain about it.

The often don’t even consider that it could be their browser, or adblocker, or antivirus/firewall settings, or even using a VPN, that is the actual problem.*

An article in the library that could be pointed to may be a good idea, but it would have to be basic advice to try and cover all adblockers, all browsers, etc. there are hundreds if not thousands of possible combinations.
Personal computers are generally personalisedby the uses.
If you tried to get specific for different adblockers, browsers, etc. I can see it quickly becoming too bloated, and thus offputting to the non-techie user.
(It would also need updating frequently/constantly as browsers change things pretty often).

I’ll give it some thought.

*Well actually the real issue is that the coding of the webpage has been written in such a way that it looks like an add/tracker to the adblocker or browser security.
Sometime though that can't be helped, code is code, whatever job it is used for. It's the blocking software that isn't clever/sophisticated enough to know the difference, so just blocks it all.

I’m confused now. Your latest screenshot shows Edge’s Tracking prevention options, yet in the remark I quoted you mention Enhanced security settings. These are two very different things, and I understand that security is enhanced in Edge by disabling JIT compilation. 

I suppose the answer is simply to accept the browser’s recommended (‘balanced’) setting unless you’re really paranoid.