Unable to login into Capital One Bank (capitalone.com) Topic is solved

[therube]

> It occurs to me that I should be comparing apples to apples here.

Now there's a thought.
But take it a step further.

Create a new clean Profile - no changes, nothing
Load, https://www.capitalone.com/
Enter your un/pw in the white fields on that page
Click the blue 'Sign in' button (which you stated above, "doesn't work at all")

That does work for me.
(They had to call me with a "code" first, in order for my login to proceed.)
Win7, 32.3.1 x64.


On your 10, might you have an antivirus (or similar) program that may be interfering, injecting itself into your browser?

[Pallid Planetoid]

On your 10, might you have an antivirus (or similar) program that may be interfering, injecting itself into your browser?

On Windows 10 - I only use Windows Defender (where the website doesn't work no matter what).

Interestingly on Windows 7 (where I do use an independent Antivirus program) - the website does work (w/ browser extensions in use, that is).

I would add that I essentially use the same extensions on both OS's that are designed to "intercede" (i.e.filter) websites (i.e. UblockOrigin) FWIW.

In regards to testing a "New" profile - I'd simply use another browser if I'm not able to use a particular website with the way I currently have things setup on my Pale Moon browser (considering all that I would have to do to start over with a "new" profile). Actually in this case, all I have to do is use my Windows 7 Desktop if I want to keep using Pale Moon for this Capital One website (I have to use the Desktop anyway in the hotter Summer months that exceed 95 degree temperature because the laptop doesn't get the job done very well as far keeping cool enough when temperatures get to 95+).

[Pallid Planetoid]

Load, https://www.capitalone.com/
Enter your un/pw in the white fields on that page
Click the blue 'Sign in' button (which you stated above, "doesn't work at all")

That does work for me.
(They had to call me with a "code" first, in order for my login to proceed.)
Win7, 32.3.1 x64.


On your 10, might you have an antivirus (or similar) program that may be interfering, injecting itself into your browser?

I just noticed your testing on Win7 - this works for me too! (as mentioned) - I can enter my UID/PWD, then click on the blue "Sign in" button and the login works successfully in a very quick and seamless manner. No delays, stuttering as is the case if I use Pale Moon in "Save-Mode" on Win7 which as I mentioned then does not work on Win7 (only renders the websites links that always get displayed at the bottom of a logged in page, hence when in "Safe-Mode" the customer data fails to render) - in other words, add-ons are required on Win7 for the login to work! (which is the case for any URL used).

So I have no problems on Windows 7 in regards to either of the two Capital One URL links (as long as I'm not using "Safe-Mode", that is).

So the URL you've posted above works for both of us (under 'normal' conditions) and in my case I don't even need to enter a code.

Have you tried "Safe-Mode" on Win7?

In my opinion, because "Safe-Mode" makes a difference (Login fails on Win7 when used) - my conclusion is that the login issues with this site are specific to the (Pale Moon) browser. And I would add, which also applies to Win10 as well, most notably in regards to the unusual "Error Console" error I consistently get (on Win10):

Code: Select all

Error: DataCloneError: The object could not be cloned.

[therube]

Have you tried "Safe-Mode" on Win7?

So I would have ordinarily simply dismissed that, but since I'm not one to dismiss things...

Color me confused.
First attempt, something went wonky, & (don't recall just how far or not I made it, but) ended up with only a partially loaded page.
And prolonged periods of high CPU usage.
Second attempt, still prolonged periods of high CPU usage, but this time I could log in, but that was still about it.
Could not get any actual data to display.

Restart normally & (while still some high CPU usage) was able to log in successfully & view my account data.


So just what does Safe Mode in PM do (as I'm not familiar)?
Is the UA changed?

Off-topic:
(I'll note that SeaMonkey, with NoScript & uBlock Origin, capitalone.com & newrelic.com allowed in NoScript, loads much cleaner, no high CPU usage then PM. Guess I ought to throw NoScript into PM...

domains NoScript is seeing:
-ensighten.com
+newrelic.com
-demdex.net
-d1af033869koo7.cloudfront.net
-omtrdc.net
+capitalone.com)

PM better too, once more was blocked.

[Pallid Planetoid]

Safe-Mode is using a strip-down browser absent any add-ons and from what I understand (could be wrong here) it is configured in a way that to a large extent is equivalent to a "fresh" browser for lack of a better term.

So then from what you're saying -- you're getting essentially what I get when using "Safe-Mode" on Window 7.

Oh, wait - I guess with the possible exception as to this comment:

Restart normally & (while still some high CPU usage) was able to log in successfully & view my account data.

I'm never at any time able to get the account data when using "Safe-Mode" - the customer account info never gets rendered in my case (that is, if using "Safe-Mode" in Windows 7 that would otherwise fully render w/out using "Safe-Mode").

But then I'm not sure what you mean by "Restart normally" .... do you mean w/out using "Safe-Mode"?, if so, then we are once again on the same page because that's exactly what I get - "Safe-Mode" used - no dice, "Safe-Mode" not used - AOK, all is good!

If I've got it right as to what you mean by "Restart normally" (i.e. w/out using "Safe-Mode") then, as we have both found out - in "normal" browser mode (w/ add-ons all intact) and the browser configured the way it works "normally" then IF on Windows 7, the Capital One Bank login works flawlessly.

On the other hand, if on Windows 10 - this is not the case, no matter what, the Capital One Bank login fails in all cases.

It's interesting (and would seem to be a critical point) that for the Capital One login site, we find Windows 7 works (in "normal" use) but on the other hand Windows 10 does not - which seems to me to be an interesting turn of events that one would think should tells us something .... what that is, I have no idea in as much as that's beyond my technological awareness (however, those with more technological expertise should know, I would think ).

Btw, therube - I've sent you a couple of PM's....

[njren]

To follow up, I'm still unable to log in using either of the two landing pages being discussed. With the alternate page, it appears I'm being logged in, but I get a new blank page with only the infinite spinning circle and "Loading". I get the same error from the Web Console I posted previously, along with a long list of different "New Relic: ....failed...." messages.

I use Win 7 Pro 64 with Pale Moon 64 latest.

I do have the Crush Those Cookies add-on and have always had Capital One whitelisted with no issues until now.

Not helpful I know, but I'm fine using Firefox; there's several sites I don't want to battle and have resigned to FF.

[Pallid Planetoid]

To follow up, I'm still unable to log in using either of the two landing pages being discussed. With the alternate page, it appears I'm being logged in, but I get a new blank page with only the infinite spinning circle and "Loading". I get the same error from the Web Console I posted previously, along with a long list of different "New Relic: ....failed...." messages.

I use Win 7 Pro 64 with Pale Moon 64 latest.

Thanks for getting back to the topic as I had one question (since we are both using Win7, but in your case you're reporting you cannot login to Capital One while on the other hand I can (on Windows 7) - so I was asking on the previous page:

Hey njren, you've reported having this issue discussed here with Capital One using windows 7 - question: are you using 32-bit or 64-bit for Pale Moon version 32.3.1?

I ask, because in my case the Capital One login works on Windows 7 using Pale Moon 32.3.1 (32-bit).

So that's the one difference, you are using Pale Moon (64-bit) whereas I'm using Pale Moon (32-bit). Perhaps that difference we have is why we get different results. Otherwise I have no explanation as to why you are unable to login and I am. I do use the uBlockOrigin extension btw, so another possibility why we get different results I guess could be this as well (that is, perhaps the extension is filtering out a request in my case that facilitates my ability to login).

Btw, I prefer using Pale Moon exclusively myself, if at all possible - but then, that said, I'm fully aware that this is not always possible so totally understand that at times there is no alternative than to use another browser unfortunately (but I certainly keep, using another browser, to a minimum as much as possible) .

[njren]

Following up on the follow up, I'll add that I also use uBlock Orgin and have tried with it disabled to no effect.

I also tried in Safe Mode, and was unable to log in using either of the landing pages. It's actually worse in Safe Mode as I just get blank screens after entering my credentials and one attempt gave me the "Pale Moon has stopped working" dialog. The Web Console reports a number of WebGL failures while in Safe Mode.

It could be my settings, it could be Capital One doesn't want to play with Pale Moon, it could be my stubborn clinging to Win7, but it works for me in Firefox so that's all I really need.

If it would assist the developers or the community, I would be happy to post error logs beyond what I already added earlier.

[Pallid Planetoid]

Yea, I find that Windows 7 is what works for Capital One in my case, but not at all if using Safe-Mode - so it will only work in Windows 7 if using Pale Moon "normally" (Windows 10 won't work at all in any case - no matter what is tried...).

Testing on my Windows 7 machine once again - I find that uBlockOrigin does not appear to be a factor since I can successfully login with and w/out using UblockOrigin - so I'm not sure why you are unable to login on your Windows 7 computer - unless (as I mentioned) using Pale Moon (32-bit) that I use is why it works for me, but not in your case since you're using the 64-bit browser.

What I'm hoping is that the v32.4 Pale Moon release (that will hopefully deal with similar issues that could include the "WebGL" issues you've mentioned) - will possibly help with the Capital One login page.

Btw njren (perhaps you already know), Firefox is ending their support of Windows 7 (up to their 115 release) see: Firefox users on Windows 7, 8 and 8.1 moving to Extended Support Release.

[Pallid Planetoid]

The issue with the Capital One bank login hanging for Win10 OS (w/ constant spinning circle) remains persistent post-PMv32.4.

The Error Console error (still occurs upon loading the login page w/out attempting to login):

Code: Select all

Timestamp: 9/5/2023 8:01:44 AM
Error: DataCloneError: The object could not be cloned.

As reported by myself and others, this issue is not present using Win7 (however, not confirmed as of post-v32.4).

[Pallid Planetoid]

Important Note: this issue with Capital One was not the case pre-PMv32.1.0 and had been fixed as of PMv32.2 (however has not been working since PMv32.3.1, actually probably as of PMv32.3.0 but noticed as of PMv32.3.1) see topic: Found out yesterday that capitalone.com bank website is not rendering properly. (where I found the site once again working as of the PMv32.2 release).

[Cassette]

I had to test this myself because it seemed too strange that the login would work on Windows 7, but not Windows 10. It does appear that that is the case. It logs in with no problems on Windows 7 and the DataCloneError does not show up in the error console. Thinking perhaps the website just behaves differently with Windows 7, I changed the user agent for Capital One to the exact same as my Windows 7 setup has, no change. Then I changed the global UA just to be sure, no change. Finally I thought of running Pale Moon in Windows 7 compatibility mode, that also made no difference. For whatever reason, Pale Moon behaves differently on Windows 10 than is does on Windows 7 on that particular website. Also, they're both 64 bit Pale Moon.

[Pallid Planetoid]

^ Win7 different results as compared to Win10 once again confirmed (thanks for checking it out in detail and providing the feedback ) - and I agree as well, extremely odd!!! (my results have also been the only difference is OS's, all other factors being equal). It's also very interesting that this issue has come-and-gone-and-come-again as a result of specific (sequential) Pale Moon updates (as reported above).

[Cassette]

Alright, I've gotten it to work in Windows 10 now. I hadn't tested in a new profile only because I saw someone mentioned trying that and it not working. Well, it worked for me. Next, rather than using safe mode, I simply one-by-one disabled all of my extensions and restarted. That also worked. An extension seems to be the culprit, but which one? This could take awhile. I'll do more testing and try to figure this out.

Edit: Well, that was a dud. Every extension re-enabled and it continues to work. So...not an extension I guess. Good news is it can work in Windows 10, bad news is I haven't yet found the problem. I've cleared cookies which didn't change anything. A new profile definitely works. I'm going to kick myself when I figure this out.

Edit 2: I've spent all of the energy I can for today. I'll try again tomorrow.
For now here's some useful things I've learned:
1. It's not a Windows 10 problem.
2. It's not directly an extension problem.
3. Resetting Toolbars and Controls as well as Resetting all user preferences to default won't fix it.
4. It works in a new profile.
I even cleared the cookies for Capital One. So what does that leave? If the extensions are disabled and the user preferences are all reset, what is stopping it from working?

[Cassette]

After much tedious testing with profiles I believe that I have the answer. I did this with Pale Moon closed. I don't know if it's necessary, but I'd recommend it.
1. Navigate to your profile directory
2. Next open storage > default
3. In the default folder you're looking for two folders that end with verified.capitalone.com and www.capitalone.com, delete both folders.
4. Start Pale Moon and try to log in.
This solved the issue with the DataCloneError that you get when the sign in button deactivates when you click it. It also fixes the infinite spinning wheel.

[Pallid Planetoid]

Well now Cassette, really great job! -- you have actually solved the Capital One Bank login problem with Pale Moon!!!!

I for one, vote to promptly enlist you to the Pale Moon staff!! (this is something for everyone on the forum to keep in mind as a way to possibly resolve issues similar to this one ).

Btw, I cleared cookies as well after implementing your (profile) procedure prior to testing the website (just in case the Capital One cookies as they currently existed might once again compromise what Capital One adds to the profile folders after using the login page).

It frankly does not make much sense to have to start-all-over with a "fresh" profile (as is so often recommended ) to resolve issues of this nature that involve the browser profile because of all the immense work that is often needed (in many cases) to newly implement all of the many (formerly) existing add-ons, user scripts, user styles, themes, plugins etc., that would also include all of the myriad of unique settings and code for all of this that need to be dealt with all of which can take many hours (that's optimistic) to more often a number of days where there can be many additional "tweaks" to the browser of which might still be discovered that need to be added/changed over a period of weeks if not months. All of which I was certainly not willing to partake-in just to resolve merely one bank login (as opposed to simply using another browser). Clearly, alternative options (to a "fresh" profile) need to be considered (as in this case) - which you have thankfully brought to light.

Keeping this approach in mind (that you have found) would potentially save all of the time and trouble mentioned above as a result of using the very undesirable "fresh" profile approach (to solve the problem) - that is, if this alternate approach works!! (as it does in this case).

Many thanks Cassette for taking the time to actually fix this ongoing login issue!!

Your post has been checked-off as the resolution to Pale Moon's Capital One Bank login problem!

ADDENDUM: I actually "moved" the two folders out of the "storage" folder of the default profile (as a precautionary measure and more importantly, in the event someone technically inclined might want to take a look at to possibly determine what the problem might be for future reference). It's worth noting, that whatever Capital One did to screw up the login only occurred on Win10 (not Win7) - so whether this is a Capital One issue or OS issue corresponding to the Pale Moon browser (as this has only occurred in this one specific browser i.e. Pale Moon, none others have been impacted in this way) - considering that the issue has impacted multiple users, we can probably conclude the issue involved both Capital One and Pale Moon uniquely and may have possibly involved Win10 in some specific manner as well. (as expected, Capital One appropriately repopulated the two removed folders hence the login works).

[therube]

It frankly does not make much sense to have to start-all-over with a "fresh" profile (as is so often recommended ) to resolve issues

No one said to start over with a fresh profile to "resolve".
Starting with a fresh profile though is very good for diagnosing, for testing.

A fresh profile, obviously, would have neither cookies nor "storage" from capitalone & might have led to a (possible) resolution - a month ago.

[Pallid Planetoid]

It frankly does not make much sense to have to start-all-over with a "fresh" profile (as is so often recommended ) to resolve issues

No one said to start over with a fresh profile to "resolve"....

Sorry for the confusion, I'm not saying anyone in this specific topic has said to do this to resolve this topic (so you're correct on that point). What I intended to say is that over the years (in general) I've from time to time been advised to create a "fresh" (new) profile as the way to resolve issues in the past (hence the plural "issues" is used in my comment) specific to other topics (of which I might test for, as you suggested, to help diagnose), but I never wanted to (and never did) use the "fresh" profile as the resolution for those other issues, to be clear, that were not specific to this topic.

[Cassette]

In Firefox when you clear you cookies for a website it also clears the site data. Pale Moon doesn't seem to have an option to do that. Had there been that option I suspect we would have solved this quite awhile ago.

[Pallid Planetoid]

Pale Moon has a way to clear 'Cached Web Content' and 'Offline Web Content and User Data':

clear 'cached web content' and offline web content and user data.png