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Why Can't I Submit A Ticket For SkySafari & Why Can't I Log Into The Community Forums Using Apple Safari On iOS?

This web site is Apple Safari allergic. I tried to send a support request to you from my iPad using Apple Safari. It took me three tries to actually get logged on. Then I spent the time to type out the message, clicked on submit, and.... Nothing happened. It just sat there. So I copied the message to my Mac and am going to try again. It took me several tries to actually log in using Safari on the Mac. 

Note that I have no issue logging into the site using FireFox. In my experience, this generally indicates that the site is using some Microsoft "enhanced" product rather then following standard HTML protocol. If this is correct, that might be where you need to look to resolve MacOS login issues. I tried, just to see if this would resolve the login issue.

Also, I should point out, on the iPad when I tried to submit a help request, it asked for my license number or key or whatever. I don't think I ever have received a key or license from any App that I have purchased from the Apple store. As a matter of fact, SkySafari Pro on my Mac doesn't have one either. I know you need to be generic, but the site could use some intelligent parameters that ask where it was purchased and go with that or alternatively, the link from the app to the community could automatically provide this data and login information to the forum site. 

Side note. I was willing to help with you beta testing, but I gave up trying to submit information because this site it so very difficult to actually log into. I have done a lot of beta testing with a number of different companies and I have never run into such difficulties trying to help. 

16 comments

  • 0
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    Keiron Smith

    Hi Theodore,

    Thank you for your detailed report regarding your experience.

    Please read this post regarding signing in with Apple Safari browsers on iOS - the issue has been investigated thoroughly in the past.

    Browsers Supported by Simulation Curriculum Community Forums - Cookies Must Be Enabled

    Please let me know if enabling cookies (as per the post above) does not resolve your Apple Safari iOS login issues.

    Please also post all SkySafari product inquiries and troubleshooting issues in the the appropriate SkySafari community forum.  The ticket submission process asks you to do this in two places:

    1. In the orange banner at the top of the ticket submission web page.

    2. In the ticket when you choose the brand "SkySafari".

    That said, we appreciate your feedback, and will reconsider the current process to see how this can be improved.

    Thanks you very much!

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    Theodore Bade

    As far as I can see, I have accept cookies on in both the iPad and the MacOS version. 

    I should point out that when I click on an email i(n my email client) from this site, I have no issue accessing the posting. It's just when I come in fresh.

    Sorry about the posting. It didn't dawn on me until after I sent it how you use the forums. However, it does mystify me why there is a "Submit a Ticket" button at all, since everything seems to be taken care of in the forums! 

     

  • 0
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    Keiron Smith

    Hi Theodore, 

    Your community forum posts will receive email updates when anyone replies to it.  But, it is important to choose to "View Post" first (linked in the email) then reply in the community forum post as usual.  Maybe you are doing this already?  But, just to be clear, if you use the regular email reply method for email updates then your reply will not be submitted to the community forum.  Please see here for clarification:

    https://support.simulationcurriculum.com/hc/en-us/community/posts/115008813467-Important-How-to-Reply-to-Community-Forum-Email-Updates-Please-Read-

    We have other software programs, for students and educators, and the ticket submission is for them at this time.

    Thanks for your understanding, and for your detailed feedback that helps us see where you have been tripped up.

    Clear skies!

  • 0
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    SkyCat

    Same issue here; logging in on this website via Safari does not work on my iMac.

    I've tried several times, cookies are enabled.

    On Firefox (on the same iMac) no issue.

  • 0
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    Theodore Bade

    Hi Maurice - I haven't completely figured out this issue on my own, but I have some ideas that appear to make it work. Assuming you are using a later version of Apple's Safari. First attempt to log onto this site. When the login screen comes up and it won't accept your credentials and has a "must enable cookies" message, stop there. Go to Safari preferences, click on the "websites" preference tab. On that tab on the left hand side there are a lot of things that Apple Safari automatically blocks. You can use this preference to give permissions to individual websites.

    As you have just logged onto this site, when you click on a specific permission, you should see this site as an option. Since I know this site, I simply enabled all the permissions for this site. I also checked to make sure that all cookies are not blocked. (The "Privacy" preference in Apple's Safari). 

    When I quit Apple Safari and returned, I was automatically logged in and am posting this reply using Safari. 

    My guess is that this site is trying to use one or more of these blocked options and that is why it locks up.(Apple defaults to blocked for most of them until you give specific permission. This is for the user's protection. For trusted sites, it is just a few steps to give permission for the site to work. 

    Please give this a try and let us know if it worked for you. I am using Safari 12.0.1, which I believe is the most recent version.

  • 0
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    SkyCat

    I'm on Safari 12.0.1, provided this website all access (via the 'websites' pref tab), rebooted, but still getting an "Cookies must be enabled in your browser to sign in"

    On Firefox no issue.

  • 0
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    Theresamarie11

    I'm on the latest safari, cookies are enabled (but still get the message).   Still doesn't work so use google chrome to get here to post this message.     As I recall, same thing I saw a year ago it seems (or whenever the last time I tried to post).     Not many sites have issues with Safari.

    The "cookies must be enabled....." link is especially irritating, because when I click it I get a blank white screen.. does nothing.

     

    Terri

  • 0
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    SkyCat

    When will this issue be resolved??

    Still Firefox needed to access this forum

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    Sidcave

    Safari stopped being able to log in recently, and I have had to resort to Firefox.  I've tried every setting I can find to allow the site under Safari for macOS and iOS. Nothing seems to work.

    Using fully updated versions of iOS (13.3) and macOS (10.15.2).

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    Dredfearn

    You still can't get into the site via Safari.  I booted a Win10 VM and tried with Chrome.  Same problem.  Then I tried with MS Edge and got in.  The message about cookies is wrong - cookies are enabled for the site.  What this amounts to is "no support" for those of us using Safari.  From the messages in this thread it appears that this has been the case since 2018.  It doesn't seem like there is any support here any more.  There has been a bug in the HR Diagram for Sky Safari 6 (acknowledged last July - to be fixed in the next release).  It still hasn't been fixed.  Now we are running Catalina (which puts up additional app hurdles); I have had to reinstall the app several times to get it to work.  Resetting to default blows up the app - all you see is a bright red screen requiring a reinstall.  Everything works better on my iPads - so maybe the Mac version has been abandoned.

    David

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    SkyCat

    This website is still not working in Safari. Fixing this seems to have no priority.

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    Steenkh

    This reply is written in Safari on an iPhone. I used the link in the email, but I have previously logged in independently. Replying to the email link is just faster.

  • 0
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    SkyCat

    Steenkh, thank you. You are right; This website does work on Safari iOS.
    But it does not work reliable on Safari MacOS (yes, I deleted cookies, granted access etc, etc.) Even after a few new versions of Safari this website is highly unreliable as soon as I start to log in.
    The title of this post is "......iOS", so I should create a new topic.

  • 0
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    Keiron Smith

    I am using Safari on Mac to login and work through this support website everyday.

    This must be unchecked.

  • 0
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    Dean

    Then riddle me this:

    I'm also using Safari to access this website. However, I do not need to disable the "Prevent cross-site tracking" option. So... what gives?

    In the past safari would not allow you to login here. But then sometime awhile back it started working. I figured that you guys finally fixed the issue with Safari log-ins. But apparently there's still a mystery to be solved.

    My settings:

    MacOS 12.6.8 (Monterey)

  • 0
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    Keiron Smith

    Well, Dean, that is an interesting observation.

    We did not technically build this support website.  We are using Zendesk.

    For the last 10 years, Zendesk has had cookie tracking requirements for tracking users across the support website for a number of different reasons - none of which have to do with marketing. 

    Over the years, I have complained to Zendesk about this requirement, voiced my objections.  And, maybe they finally changed it.

    But, I can't say for sure.  Official Zendesk documentation still states cookie tracking is a requirement.

    All products and services have their pros and cons.  The pros for using Zendesk far outweigh the cons.  But, this has been a royal PIA.

    My suggestion for anyone having issues logging into our support website using a browser is either:

    1. Login using the browser incognito/private tab.
    2. Login using a different browser altogether.

    Thanks for your report Dean, this is very interesting and warrants further investigation!

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