Customer Unable to Access Red Canary Support Center Due to Microsoft Edge Tracking Prevention Setting

Issue

Customer unable to view or submit support cases in the portal, even when logged in and after attempting access via Admin panel and small red box on the bottom right corner of the page.

Specific observation: When transitioning from the Red Canary portal (e.g., go.my.redcanary.co) to the Support Center, the customer was still prompted to sign in or was "stuck on this page" (login screen/portal).

The issue was observed in Microsoft Edge browser, while Google Chrome worked fine.

Root cause: Microsoft Edge "Strict" tracking prevention setting.

Environment

Red Canary Support Center

Resolution

1. Advise the customer to test using Google Chrome or another supported browser.
2. If the customer insists on using Microsoft Edge, instruct them to check and modify their browser's Tracking Prevention setting.
3. Change the Edge Tracking Prevention setting from "Strict" to "Balanced" to allow the Red Canary Support Center to function as expected.

Reference: https://docs.redcanary.com/docs/supported-browsers 

Cause

The Microsoft Edge browser's "Strict" tracking prevention setting was blocking necessary scripts or resources required for the Red Canary Support Center to load and maintain the single sign-on (SSO) session correctly from the Red Canary portal.