Blank login screen

Some customers may encounter an issue in which they are unable to log into the portal because the login screen is essentially blank. Description of the problem:

  • Customers navigate to https://portals.lab-aids.com

  • The background image of the two girls loads successfully

  • The section to enter login credentials does not load; therefore, customers cannot log in.

screenshot background image loads blank screen

Next steps for teacher:

  1. Try restarting your computer and browser.

  2. Does this happen with all users/devices at the school/district, or just some users?

  3. Try multiple ways of logging in to see if anything produces a different result: https://portals.lab-aids.com

    1. Log in with an incognito window

    2. Log in with a different browser

    3. Log in with a different device on your district's network

  4. Try logging in using a device that is not connected to your school/district's network -- a phone, personal computer, etc. We suspect this will result in a successful login.

  5. If you find anything that resolves the problem, please let us know what worked. portals@lab-aids.com

    If the problem persists after the above, please communicate the above findings and escalate this to your tech department for assistance. Feel free to include portals@lab-aids.com.

Next steps for the tech department:

  1. Ensure the district has whitelisted these URLs: https://www.lab-aids.com/what-urls-should-be-whitelisted

  2. From the problematic device, capture the browser’s Chrome HAR logs while navigating to https://portals.lab-aids.com. These logs may help us troubleshoot to see if anything is being blocked when you’re navigating to our portal login page.

  3. We’d also welcome any other logs/documentation as recommended by your tech department to help determine if anything is being blocked while navigating to https://portals.lab-aids.com.

  4. If needed, we can schedule a call to screenshare and gather more information.

  5. If you do find anything that resolves the problem, please let us know what worked.

    Questions? portals@lab-aids.com