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Cannot log on to Aetna.com. I get a blank screen (no error message).

billgail
billgail
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I've tried several times to log on to my account at Aetna.com. I get a blank screen. I called Aetna and they asked if I used Firefox ... that Firefox and some other browser had more problems than other browsers. I've been a member for 3 years and never had any trouble.

I'm reluctant to include the link in case it has anything that would invade my privacy.

I use Windows 7.

I've tried several times to log on to my account at Aetna.com. I get a blank screen. I called Aetna and they asked if I used Firefox ... that Firefox and some other browser had more problems than other browsers. I've been a member for 3 years and never had any trouble. I'm reluctant to include the link in case it has anything that would invade my privacy. I use Windows 7.

All Replies (1)

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 10 Contributor
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One possible reason for this is the redirect block. If you normally get a bar asking you to Allow a redirect, this sometimes fails and you just get a blank page.

To check on that setting:

(1) In a new tab, type or paste about:config in the address bar and press Enter/Return. Click the button accepting the risk.

(2) In the search box above the list, type or paste access and pause while the list is filtered

(3) If the accessibility.blockautorefresh preference is bolded and "modified" or "user set" to true, double-click it to restore the default value of false

Any improvement?

Otherwise, I would suggest "the usual":

If a site is generally known to work in Firefox, these are general suggestions to try when it stops working correctly:

Cache and Cookies: When you have a problem with one particular site, a good "first thing to try" is clearing your Firefox cache and deleting your saved cookies for the site.

(1) Clear Firefox's Cache

See: How to clear the Firefox cache

If you have a large hard drive, this might take a few minutes. If you do not see the number going down on the page, you can reload it using Ctrl+r to check progress.

(2) Remove the site's cookies (save any pending work first). While viewing a page on the site, try either:

  • right-click (on Mac Ctrl+click) a blank area of the page and choose View Page Info > Security > "View Cookies"
  • (menu bar) Tools > Page Info > Security > "View Cookies"
  • click the padlock or "i" icon in the address bar, then the ">" button, then More Information, and finally the "View Cookies" button

In the dialog that opens, the current site should be pre-filled in the search box at the top of the dialog so you can remove that site's cookies individually.

Then try reloading the page. Does that help?

Testing in Firefox's Safe Mode: In Safe Mode, Firefox temporarily deactivates extensions, hardware acceleration, and some other advanced features to help you assess whether these are causing the problem.

If Firefox is not running: Hold down the Shift key when starting Firefox.

If Firefox is running: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

and OK the restart.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Any improvement?