Connection difficulties: how to do it?

ATTENTION: A new version of the application will soon be deployed to fix the connection problem. This should happen in the next few days. In the meantime, use the classic web access on the responsive version of the site (specially designed for smartphones), on which no connection problem has been noted.

In recent weeks, some subscribers have sometimes encountered difficulties connecting to the service via the website or the application. This is a cache management issue that conflicts with ID that we are actively working on, and should be resolved with the next release of the service. In the meantime, we recommend that you take the following steps if you experience these issues:

For application : Completely delete the application from your smartphone, and reinstall it from the Apple or Google store. This will clear the cache and so far it has solved the problem.

For connection to the website : the approach is different. You must clear your browser cache in order to eliminate connection settings that conflict with the session. For Firefox, go to the “Firefox” menu and select the “Preferences” submenu, then the “Privacy and security” tab. In the "Cookies and site data" section, click on the "Delete data" button, then reconnect to the site.

If, despite these measures, the problem persists, please contact us indicating the context of the faulty connection (OS, version, browser used, browser version) at the address metadefense.fr@gmail.com . Please let us know if you have this same problem with another browser, or with the application, and vice versa. So far, we have received problem reports only from apps installed on Android and the Firefox browser on Windows. This will allow us to better orient our search for a solution.

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