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RealNex Knowledge Base

    'We Encountered an Error' upon Login

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    This error generally happens when your browser doesn't have the ability to save 3rd party cookies. To make an exception for RealNex, click on the link for your browser and follow the steps below. If the steps don't fix your issue, email us at support@realnex.com and make sure you let us know which email address you are having an issue logging in with:

    Chrome

    Safari

    Firefox

     

    Chrome

    First, copy and paste this link into your browser:

    chrome://settings/content/cookies

    You should see this page appear:​

    Chrome_Settings_Cookies.png

    At the bottom, in the Allow section, click Add and copy and paste the following two items in:

    [*.]realnex.auth0.com
    https://[*.]realnex.com:443

    Once you have added those two items, close all Chrome windows and re-open your browser and try logging in at realnex.com once again. This fix should remain through updates and new browser sessions.

    Safari

    To open the Safari preferences, click Safari in the Top Menu Bar and click Preferences, then, click on the Privacy Tab.

    On the security tab, make sure both 'Prevent cross-site tracking' and 'Block All Cookies' are unchecked:

    Safari_Encounter_Error.gif

    Once this has been set, you'll need to close and re-open Safari. Once done, visit www.realnex.com and login. This should then store in Safari, allowing you to reset the settings you modified back to their default settings without causing this issue again in the future.

    Firefox

    First, copy and paste the following link into your browser's URL bar:

    about:preferences#privacy

    Scroll down to the Section titled 'Cookies and Site Data' and click the 'Manage Permissions' button. You should see the following window appear:

    Firefox_Settings_Cookies.png

    In the address of website field, paste the 2 following into the box and click the 'Allow' button:

    [*.]realnex.auth0.com
    https://[*.]realnex.com:443

    Once both items appear in the list, click the Save Changes button.

    Close and re-open Firefox and attempt to login to www.realnex.com once again. This fix should remain through updates and new browser sessions.

     

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