FAQ: Why am I being prompted to authenticate so often?

If you are receiving frequent authentication prompts, your browser or device may be blocking cookies. Smartwebs uses cookies to recognize your device as trusted and reduce repeated authentication prompts.

To use the Trusted Device feature, your device must allow the required cookies to be stored and sent back to the Smartwebs authentication service. If cookies are blocked or cleared, Smartwebs cannot recognize your device as trusted, which may result in additional authentication prompts.

This article describes how to ensure cookies are enabled on the browser or device you use to access Smartwebs, including phones and tablets used with the Smartwebs mobile applications.

How To Enable Cookies to Reduce Authentication Prompts

If you are being asked to complete authentication more often than expected, your browser or device may be blocking cookies.

Cookies are small pieces of information that Smartwebs uses to recognize your trusted device. When cookies are enabled, Smartwebs can remember that your device has already been authenticated and reduce the number of times you are prompted to sign in or complete multi-factor authentication (MFA).

Why Cookies Matter

Smartwebs uses a Trusted Device feature to help prevent repeated authentication prompts. For this feature to work, your browser or mobile device must allow the Smartwebs authentication service to store and send the required cookie information.

Here's How it Works:

Your device receives a cookie → your device sends the cookie back when you connect → Smartwebs recognizes your trusted device. If your browser or device blocks or deletes cookies, Smartwebs cannot recognize the device as trusted, which may result in more frequent authentication prompts.

Cookie settings vary depending on the browser and device you use. Make sure cookies are allowed for Smartwebs and the Smartwebs authentication service.

Windows or Mac – Chrome

Open Chrome.
Select the three dots in the upper-right corner.
Select Settings.
Select Privacy and security.
Select Third-party cookies.
Choose an option that allows cookies, or add Smartwebs as an allowed site.

Microsoft Edge

Open Edge.
Select the three dots in the upper-right corner.
Select Settings.
Select Cookies and site permissions.
Select Manage and delete cookies and site data.
Make sure cookies are allowed, or add Smartwebs as an allowed site.

iPhone or iPad – Safari

Open Settings.
Select Apps > Safari.
Under Privacy & Security, make sure Block All Cookies is turned off.
Return to Smartwebs and sign in again.

Important: If you use the Smartwebs mobile app, cookie settings may be controlled by your device's browser or system settings. Make sure cookies are not being blocked on the device.

Android Phone or Tablet – Chrome

Open Chrome.
Select the three dots.
Select Settings.
Select Site settings.
Select Third-party cookies.
Make sure cookies are allowed.

If You Still Receive Frequent Authentication Prompts frequently:

Avoid using Private/Incognito browsing.
Check whether your browser is automatically deleting cookies when you close it.
Check whether your organization's security software or browser policies are blocking cookies.
Make sure you are using the same browser or device consistently.

End of FAQ