If you are experiencing an issue with logging into the support website or using the Drake Portals website first check for browser updates. If your browser is up to date, you may need to clear your browser cache. The steps to update your browser and clear cache will vary depending on which browser you use. Some common browsers and their options are detailed below.

Issues that may be resolved by the below steps:

• Blank web page

• Message page "connection error encountered"

• Message page "Object reference not set to an instance of an object"

• Taxpayer not seeing menus when they log in to their Drake Portal account.

• Internal server errors.

• When attempting to reset your SSO password, the message "unauthorized please try again" is displayed. (See Drake User Manager – Password Recovery and Expiration for other password issues.)

Browser Updates

On some browsers, if there are outstanding updates, you will see an Update message. Click on it and relaunch to apply updates.

To manually check for updates:

• On Google Chrome, select the menu icon on the top right of the browser window and go to Settings. On the lower left side menu, choose About Chrome. The browser will check for updates. You may have to relaunch your browser to apply the updates.

• If using Firefox, go to the menu at the top right and select Help > About Firefox. The browser will check for updates. If necessary, you can manually install any missing updates. You may have to relaunch your browser to apply the updates.

• If using Microsoft Edge, go to Settings and more > Help and feedback > About Microsoft Edge. The browser will check for updates. If necessary, you can manually install any missing updates. You may have to relaunch your browser to apply the updates.

Browser Cache

If your browser is up to date, you may need to clear your browser cache.

• On Google Chrome, go to the menu on your browser and select History and open the History page (or press Ctrl + H). On the left, choose Clear Browsing Data. Make your selections and click Clear data.

• On Firefox, go to the menu icon and choose History > Clear Recent History. Make the necessary selections and then click OK.

• On Microsoft Edge, go to Menu > Settings > Privacy & services. Under Clear browsing data, make the necessary selections and then click Clear.

Browser Reload

If clearing your browser cache does not improve functionality, you can force the page to reload using the latest settings by opening your browser to the affected Drake website and then pressing Ctrl + F5.

For additional assistance, contact Drake Support at (828) 524 - 8020.

Default Browser

We recommend that you change your Windows default browser from Edge to another suitable browser, such as Firefox or Chrome. Some users have reported problems with response time, browser time-outs, and incompatibility when using the Drake e-Training Center and other Drake Software websites. The problems encountered are not specific to Drake Software, but are associated with the Edge browser in general.