Troubleshooting Website Problems

If you are having problems logging on to the MyChart site or accessing some function within the site, the steps below may assist you in troubleshooting to make sure that your web browser is properly updated and configured.

1) Make sure that your web browser is upgraded to the latest version.

It is important to make sure that you have installed the latest version of your web browser. If you experience error messages or other problems, please first try to upgrade your web browser to the latest version using the link below, close and reopen your browser, and then try to access the MyChart site again to see if that fixes the problem. The MyChart site has been tested to work with current versions of the following major browsers: Internet Explorer, Firefox, Chrome, Safari.

Click here for upgrade links.

Once you have verified that your browser is updated to the latest version of one of these browsers, see if you still experience a problem. If so, then continue to the next step.

2) Make sure that you have cookies enabled.

If you see a message that "cookies are disabled" and you need to "enable cookies," then follow the instructions below according to your browser:

Internet Explorer:

  1. Select Tools > Internet Options. (If you are using Internet Explorer 9, click the “gear” icon and then select Internet Options.)
  2. On the Privacy tab, click the "Default" button to set settings back to their default.
  3. Click OK.
  4. Close and restart your browser.
  5. If you continue to see the "enable cookies" message:
  6. Select Tools > Internet Options. (If you are using Internet Explorer 9, click the “gear” icon and then select Internet Options.)
  7. On the Privacy tab, click "Advanced".
  8. Click "Override automatic cookie handling".
  9. Click "Always allow session cookies".
  10. Click OK.
  11. Close and restart your browser.

For other browsers, do a Google search on "enable cookies in Firefox", "...Safari", etc., and follow those instructions.

3) Make sure that JavaScript is enabled

The text in red below indicates whether you have JavaScript enabled or not. If you see the message "JavaScript is enabled" then skip to section #4, below. If you do not see "JavaScript is enabled" then please continue reading.

JavaScript comes installed and activated by default as part of all major modern web browsers today. JavaScript is a web programming language that is part of a web page that allows the web page to provide advanced functionality such as verifying user input, animating images, creating graphs and charts, making changes to a page based on dynamic data, and more. JavaScript is not the same as Java, and you do not need to install anything extra to have JavaScript, as it is already part of your browser.

JavaScript is “turned on” by default when the browser is first installed, but it can be disabled–either manually on purpose by changing browser settings, or even inadvertently by changing the browser security level or installing one of the many “script blocking” browser add-ins such as “NoScript” or a browser-based antivirus program. These add-ins function to block advertising pop ups, JavaScript, and Java (which is not the same thing as JavaScript) in order to protect the user from malicious web sites.

The vast majority of sites today, including MyChart, rely on JavaScript to provide advanced functionality, and some of those sites won’t work if JavaScript is disabled or blocked. If you have a script blocker installed, then it may prevent you from using many of these sites.

If while trying to log on to MyChart you see the message “You must enable JavaScript to use this site” and the Username and Password boxes are disabled, then please follow the instructions below to make sure that you do not have JavaScript disabled, that it is not being blocked, and to troubleshoot further.

Even if you upgrade your browser to the latest version, settings that disable JavaScript may remain present in your browser configuration. Follow the simple steps below to verify that JavaScript is enabled according to your type of browser. Once you have verified that JavaScript is enabled, refresh the page you were attempting to view or close and restart your browser and check to see if you continue to get the message.

Microsoft Internet Explorer 7.x and above:

  1. Select Tools > Internet Options. (If you are using Internet Explorer 9, click the “gear” icon and then select Internet Options.)
  2. On the Security tab, select Internet in the Select a zone to view or change security settings section.
  3. Click Custom level.
  4. Scroll down to the Scripting section.
  5. Under Active scripting, select the Enable option.
  6. Click OK.
  7. Click Yes to confirm that you want to change the settings for this zone.
  8. Click OK.
  9. Close and restart your browser.

Mozilla Firefox (PC):

  1. Select Tools > Options.
  2. On the Content tab, select the Enable JavaScript checkbox.
  3. Click OK.
  4. Close and restart your browser.

Mozilla Firefox (Mac):

  1. In the Firefox Menu, select Preferences.
  2. On the Content tab, select the Enable JavaScript checkbox.
  3. Click OK.
  4. Close and restart your browser.

Google Chrome - Newer Versions (PC and Mac):

  1. Click the "Three Stacked Bars" icon (Customize and control Google Chrome) and then select Settings.
  2. Scroll to the bottom of the Settings screen and click "Show advanced settings...".
  3. Scroll down to the "Privacy" section and click "Content Settings...".
  4. In the JavaScript section in the Content Settings window, select the Allow all sites to run JavaScript (recommended) option.
  5. Press "Done".
  6. Close and restart your browser.

Google Chrome - Older Versions (PC and Mac):

  1. Click the wrench icon (Customize and control Google Chrome) and then select Options (PC) or Preferences (Mac).
  2. Select Under the Hood from the options on the left.
  3. In the Privacy section, click Content Settings.
  4. In the JavaScript section in the Content Settings window, select the Allow all sites to run JavaScript (recommended) option.
  5. Close the Options tab.
  6. Close and restart your browser.

Safari (PC and Mac):

  1. Select Safari > Preferences (Mac) or Edit (or Gear icon) > Preferences (PC).
  2. On the Security tab, select the Enable JavaScript checkbox in the Web content section.
  3. Close the Preferences window.
  4. Close and restart your browser.

How to enable JavaScript for Web browsers not listed above:

You can get help from the Help menu in your Web browser or use your favorite internet search engine (e.g. http://www.google.com) to search for the keywords “How to enable JavaScript for [your browser and version].”

4) Do you have script blocking software installed?

If you have installed one of the many "script blocking" browser add-in such as “NoScript” or a browser-based antivirus program, then that may be blocking JavaScript and causing the error message. The example below shows how to allow scripts to execute on the site if you have installed the "NoScript" script blocker. There are many other similar tools, all configured differently, so please familiarize yourself with how to perform this exception using your particular blocker if you have one installed.

5) Reset your browser configuration to default settings.

Sometimes your browser configuration settings may get changed in such a way that it is difficult to know which setting may be causing problems. Most browsers have a function to reset configuration settings back to their default values. If this works properly, then your browser configuration should get reset back to what it was when first installed. If you have tried the above steps and are still having problems, you may want to try this. But be aware that, depending on your browser, this may or may not clear other things such as browser history. Each browser does this differently, so refer to your particular browser's instructions on how to reset your browser configuration. For recent versions of IE here's how to do it:

Microsoft Internet Explorer 7.x and above:

  1. Select Tools > Internet Options. (If you are using Internet Explorer 9, click the “gear” icon and then select Internet Options.)
  2. Select the Advanced tab.
  3. Read the warning and click the Reset... button.

6) Install an alternate browser on your computer.

If after following all of the above steps, you are still having problems, then visit our Browser Download Links Page and install an alternate browser. For example, if you are experiencing the problem using Internet Explorer, then install Firefox, browse to MyChart using Firefox, and verify whether you still have the problem. If you do not have a problem using this other browser, then the problem is with your original browser. You may need to reinstall that browser and reset all settings or just use the alternate browser to access MyChart.

7) Try using a browser on a different computer.

If after following all of the above steps you are still having problems, then try browsing to the MyChart site on a different computer. If you do not experience the problem on a different computer, then the problem is likely with the setup or installation specific to your browser, computer, or network. If that is the case, then we apologize for the inconvenience but it is beyond the scope for which MyChart Customer and Technical Support can assist in troubleshooting.

8) Provide us with additional information to improve functionality of the site.

If you wish to provide us with additional information about the problem, then please browse to the Browser Information Page and copy the information on that screen, paste and send the results to us in a MyChart Technical Support Message. While we may not be able to troubleshoot with you individually about this issue, the information you provide may help us investigate further and improve the functionality of the site.

The majority of MyChart users do not have any problem accessing the site and do not need to complete the steps outlined here in order to log in. If you have followed these steps and are able to access the site using an alternate browser or a different computer at a different location, then the issue may have to do with your particular computer, operating system, browser installation or configuration, network configuration, or some other issue that is beyond the scope for which MyChart Customer and Technical Support can assist in troubleshooting. If that is the case, then we apologize for the inconvenience but recommend that you use an alternate browser or a different computer to access the site.

Back to the Login page