Topic by Mike Morris
Content
Internet Explorer 11 seems to block all Third Party Cookies by default (in previous IE versions, only certain types of 3rd party cookies were blocked by default). We've recently had a growing number of members (customers) who are using IE 11 report that they when they tried to access the Help section of our web site (which is RightNow, presented in an iFrame), they were instead seeing a message regarding how to unblock cookies.
I tracked the messsage down to the RightNow error.php Customer Portal file. The message base entry associated with the error condition tripping in this case had previously been updated to address Safari users who needed to unblock cookies in order to access the RightNow pages. We've now updated the message to include instructions for unblocking 3rd party cookies in IE 11, which will allow users access.
This, however, is not an acceptable customer experience. As IE 11 adoption grows (and perhaps the blocking of all 3rd party cookies by default becomes standard in other browsers), we can't have our members being prevented from using the Help section of our website until they make a settings change in their browsers. This seems to be specific to cases where Pass-Through Authentication between our web site and RightNow is invoked, but that's the majority of our user sessions.
I'm not sure where to begin in further addressing this issue. Does this mean that we can no longer present RightNow in an iFrame (which would be a fairly radical change that might meet with internal opposition)? Is there a way for RightNow to function properly (including the calculation of the number of user sessions) without cookies enabled?
Any help or insight would be greatly appreciated!
-Mike Morris