The most frequent cause of this seems to be caused by a conflict between information stored in cookies or passwords in your browser. Because this information is stored on your machine rather than the portal, here are some steps you can try to correct this problem:
1) Deep clear the cache for the portal on your browser
Cloudfare explains how a browser cache works by stating, "Every time a user loads a webpage, their browser has to download quite a lot of data in order to display that webpage. To shorten page load times, browsers cache most of the content that appears on the webpage, saving a copy of the webpage's content on the device’s hard drive." Further, they note "Once a browser cache is cleared, every webpage that loads will load as if it is the first time the user has visited the page. If something loaded incorrectly the first time and was cached, clearing the cache can allow it to load correctly."
For some users, the browser may have stored previous user IDs and passwords. This causes a conflict that keeps the parts of the pages that require log-in from functioning correctly. Taking one-time steps to deep clean the cache for the account portal should remove the conflicting data and solve the issue of incorrect loading. We have created this document complete with screenshots to guide you. The steps vary depending on your computer system and browser. Here are the steps for the most common use situations:
- Navigate to https://cxpa.users.membersuite.com/home in the Chrome browser
- Right Click anywhere on the screen and select “Inspect”
- Click on the double arrows in the code window
- Select and click on ‘Application’ in the dropdown menu
- Click on the arrow next to Cookies to open the links below
- Click on the URL in Cookies and click on “Clear”
- Click on “Storage”
- Scroll in far-right window to make sure all boxes (usually six) are checked/selected. If not, check them to select.
- Click “Clear site data”
- Click “X” in the code window to return to full screen view
- Refresh the window.
- Navigate to https://cxpa.users.membersuite.com/home
- Press CMD+Option+i
- Find the Refresh button next to the address bar
- Click “Empty Cache and Hard Reload” in the list of options
- “Accept Cookies” and then log-in using the same email and password you use for www.cxpa.org.
- In the Safari app on your Mac, choose Safari > Settings, then click Privacy.
- Click Manage Website Data.
- Select Membersuite.com, then click Remove
If you use Firefox on PC (see directions with screenshots)
- Open the Firefox Browser
- Click on the menu icon in the upper right corner
- Select Settings, Select Privacy & Security
- Go to the Cookies and Site Data section
- Select Privacy & Security
- In the Cookies and Site Data section, click Manage Data
- Search for and select “membersuite.com”
- Click “Remove Selected” and “Save Changes”
- Refresh the window.
Other Browsers:
Other browsers provide options to clear the cache for all sites. Be cautioned that clearing the cache for all sites may degrade your experience on other sites for which you are used to benefiting from cookies that drive your experience. We therefore recommend using Chrome and the method outlined above.
Deleting stored password in a password management system
If you are using a password management system to store passwords, refer to that system's documentation to remove a stored password from a single site (e.g.,
remove a stored password from Lastpass)
2) Access the portal through a different browser for which you would not have stored cookies; through an incognito/private window; or different computer.If you normally use Firefox, try Chrome or Safari. If you normally use Chrome, try Safari or Firefox. If you usually use Safari, try Firefox or Chrome. Or open a new incognito/private window and try to access the portal from there. The portal address is
https://cxpa.users.membersuite.com. If you are able to access the portal and see the information on the different browser or in the incognito/private window, you may be able to complete your task in that browser/window.