fidelity.com 401k.com - Can't access Fidelity's 401(k) site (denial)

VERIFIED FIXED

Status

Tech Evangelism Graveyard
English US
P1
blocker
VERIFIED FIXED
16 years ago
2 years ago

People

(Reporter: Akkana Peck, Assigned: Arun Ranganathan)

Tracking

({compat, ecommerce})

Details

(Whiteboard: [DENY] [BANK], URL)

(Reporter)

Description

16 years ago
Our HR newsletter today advised us to go to http://www.401k.com/ for reports on
our 401(k) plans.  But when I went there, I found that they don't support our
browser.  They say:

As of September 15, 2000 you will no longer be able to use this browser to
access Fidelity NetBenefits and will need to use an upgraded browser.
Yada yada Upgrade Now yada yada.

Comment 1

16 years ago
I will take this one. Thanks.
Assignee: evangelism → bclary

Comment 2

16 years ago
any updates on when they will start letting us in?
Keywords: 4xp, compat

Comment 3

16 years ago
getting any closer to resolution on this one?  it would be great to have
it working by beta.
Target Milestone: --- → mozilla0.9.2

Comment 4

16 years ago
I am trying. I will contact them again this week.
Status: NEW → ASSIGNED

Comment 5

16 years ago
Still no word from them. Have escalated.

Comment 6

16 years ago
contacted again. still waiting for a response.

Comment 7

16 years ago
moving to milestone 0.9.3
Target Milestone: mozilla0.9.2 → mozilla0.9.3

Updated

16 years ago
Priority: -- → P1

Updated

16 years ago
Summary: Can't access Fidelity's 401(k) site → fidelity.com - Can't access Fidelity's 401(k) site

Updated

16 years ago
Keywords: ecommerce

Comment 8

16 years ago
I have been in contact with them regarding fixes that went into recent builds. I
hope to hear back soon.

Comment 9

16 years ago
can someone put the necessary pixi dust on this bug so it's a stop ship?

Comment 10

16 years ago
They have no plans to support NS 6.0 or NS 6.01 or NS 6.1 PR1. May support NS
6.1 release (and hopefully Mozilla) depending upon other factors. Setting
milestone to 1.0 for followup. Setting severity to blocker.
Severity: normal → blocker
Status: ASSIGNED → RESOLVED
Last Resolved: 16 years ago
Resolution: --- → FIXED
Target Milestone: mozilla0.9.3 → mozilla1.0

Comment 11

16 years ago
oops, accidentally marked fixed. reopening. sorry for the spam.
Status: RESOLVED → REOPENED
Resolution: FIXED → ---

Comment 12

16 years ago
sorry for the spam, but remarking assigned to show contact has been made.
Status: REOPENED → ASSIGNED

Updated

16 years ago
OS: Linux → All
Hardware: PC → All
*** Bug 91995 has been marked as a duplicate of this bug. ***

Comment 14

16 years ago
Going to the URL above, they still do not support NS6.
Summary: fidelity.com - Can't access Fidelity's 401(k) site → fidelity.com - Can't access Fidelity's 401(k) site (denial)

Comment 15

16 years ago
*** Bug 92519 has been marked as a duplicate of this bug. ***

Comment 16

16 years ago
From the web site (when accessed with NS 4.7x), a document bragging about how
great the site is:

  "Our approach has been to continually improve," says Jane Jamieson, executive
  vice president and director of the electronic channel group for Fidelity 
  Employee Services Company. Equally important, notes Jamieson, is keeping 
  Fidelity?s [sic] sites up to date and easy to use, with feature-rich
  functionality and constant improvements."

*sigh*

I've e-mailed them several times asking nicely about the status of this, and the
reply I got back must recently says that "at this time Netscape versions 6.0 and
higher are still not compatible with the Fidelity Netbenefits website. These
versions do not properly interpret the Web site." This is doubly frustrating
because of the way it seems to shift the problem -- they carefully phrase it so
that it's not the site which is incompatible, but the browser ("still").

Comment 17

16 years ago
*** Bug 94622 has been marked as a duplicate of this bug. ***

Updated

16 years ago
Whiteboard: [DENY] [BANK]

Comment 18

16 years ago
All Evangelism Bugs are now in the Product Tech Evangelism. See bug 86997 for
details.
Component: Evangelism → US English
Product: Browser → Tech Evangelism
Version: other → unspecified

Comment 19

16 years ago
-> Arun. 
Assignee: bclary → aruner
Status: ASSIGNED → NEW

Comment 20

16 years ago
I'm still seeing this problem today. :-( This is lame, we can't even access our
401k info with our own product.

Here is the message I get:

Unfortunately the browser you are using is not NetBenefits compatible.

      The browser you are using is Mozilla/5.0 (Windows; U; Windows NT 5.0;
en-US; rv:0.9.2) Gecko/20010726 Netscape6/6.1 .

You will need to use a compatible browser in order to connect to Fidelity
NetBenefits. To download a browser supported by NetBenefits, please click on one
of the links listed below.

They then give links to MS and NS download areas but make no comment on which
versions of which browsers work with their site. ( bad fidelity, no cookie )

Comment 21

16 years ago
For what it's worth, I copied some pages from the site to local files using NS
4.7x, and they really don't work with mozilla -- some sorta strange javascript
they're using, perhaps.

Comment 22

16 years ago
has someone come up with a support center call number?
It would be good to let at least a few people vent about their frustration with
trying to use there perfered
browser to get access to their personal 401(k) info
on the fidelity site.

I'm not suggesting we go to the full call center war yet
but we should at least be channeling individual frustration
into the right path.

I looked around for contact info for the site and wasn't
able to come up with anything useful.   has someone had more 
success in finding a number to call?
(Assignee)

Comment 23

16 years ago
A recent conference call with Fidelity suggested that they were on track to
unblock us by November.  I'm waiting to make this more "streamlined," but they
are testing browsers in conjuntion.

Comment 24

16 years ago
"For more information or help, please click on Help or call (800) 343-0860."

I've never called, but I've sent mail to webmaster@fidelity.com and got the
response reported in a comment above.
(Assignee)

Comment 25

16 years ago
I'm marking this one RESOLVE | REMIND -- I've had a hope-giving teleconference
with the Fidelity folks, and they suggest that they'll change the netbenifits
site soon.
Status: NEW → RESOLVED
Last Resolved: 16 years ago16 years ago
Resolution: --- → REMIND

Comment 26

16 years ago
*** Bug 101132 has been marked as a duplicate of this bug. ***

Comment 27

16 years ago
*** Bug 102081 has been marked as a duplicate of this bug. ***

Comment 28

16 years ago
adding a 2nd url to assist with confusion
Summary: fidelity.com - Can't access Fidelity's 401(k) site (denial) → fidelity.com 401k.com - Can't access Fidelity's 401(k) site (denial)

Comment 29

16 years ago
Login page of the netbenefits site now says (when viewed in IE):

  Announcing! NetBenefits Design Enhancements  

  As part of our ongoing efforts to make Fidelity NetBenefits a helpful and
  efficient tool for managing your benefits, we are introducing several design 
  improvements to the site. These changes will make it even easier for you to 
  take advantage of the online services available to you, navigate around the 
  site, request transactions, and quickly access important tools and 
  information.  

Yet site is still blocked to mozilla. Hopefully this means work is in 
progress....

Comment 30

16 years ago
*** Bug 103590 has been marked as a duplicate of this bug. ***

Comment 31

16 years ago
Not to whine :) but can we reopen this, or does anyone have new inside info?
It's been more than 2 1/2 months since the "hope-giving teleconference"....

(Assignee)

Comment 32

16 years ago
Matthew,

You're quite justified in whining; however, the update is that by November 30
'01 we'll be unblocked.  Here's e-mail from them stating so:

"Arun
I have checked with the folks in our 401k department and they let me know that
by Nov-30 access for Netscape 6 will be enabled, this is a few days later than
planned due to a delay in one of the NetBenefits applications areas. However,
you should be all set on Nov-30. I would be interested in hearing your feedback."

Notice that this makes mention of N6 only.  I can't promise that Mozilla is
*also* unblocked, but all the sniffing heuristics we've recommended have banked
on the Gecko Product Token, e.g. 

http://developer.netscape.com/evangelism/docs/articles/find-gecko/

Matt and others, chip back in if you find that Mozilla is still blocked -- I'll
be on vacation on Nov.30 in a place without Networks ;-)
Thanks for the reminder -- and sorry, but getting banks to unblock us takes time :-\

Comment 33

16 years ago
I understand -- thanks for the quick update. 

Comment 34

16 years ago
Here we are Nov-30. Site is still blocked. One of three things, I guess:

a) they meant *after* today, not "on"
b) they meant today but they missed the target
c) they're allowing NS6 but blocking Mozilla

Could someone who has NS6 check real quick? I tried to run the installer on Red
Hat Linux 6.2 but it's giving me Issues. And I'm not too keen on the commercial
browser anyway.

Comment 35

16 years ago
Today win2000 Build ID 2001113003 Commercial trunk is blocked.

Comment 36

16 years ago
here is the message I got back when I posted a complaint on the site last weekend.

Dear Mr. Hofmann:

Thank you for your inquiry.  I apologize for the difficulty you experienced
trying to access your account online. 

At this time, Netscape versions 6.0 and above are not compatible with
NetBenefits.  Fidelity's Web Development Team is currently working on this issue
for our institutional accounts participants.  Versions 6.1 and 6.2 should be
compatible and available for use in December.  In the mean time, you can use
Netscape Navigator version 4.06 or higher, or Communicator version 4.76. 
NetBenefits is also compatible with Internet Explorer versions 5.01 and 5.5.

I apologize for the inconvenience this may pose.  If you need additional help or
information, please call the Online Service Center at (800) 581-5800 for
technical support.  Representatives are available Monday through Friday, 8:30
a.m. to 8:00 p.m. Eastern Time.

Once again, thank you for your message.

Sincerely,

Robert Petrie
Fidelity Investments Institutional Operations Company, Inc.

Comment 37

16 years ago
It's December now... site still blocked in Mozilla. How about the commercial 6.1
and 6.2 builds as per comment #36?

Comment 38

16 years ago
I got a friend to check NS 6.1 -- still blocked there too. I guess I'll try to
be patient. :)

Comment 39

16 years ago
Hey! I just checked again, and the site now lets me in!

However, some of the account management links (it's all javascript) don't seem
to work properly....

Comment 40

16 years ago
reopen
Status: RESOLVED → REOPENED
Resolution: REMIND → ---

Comment 41

16 years ago
Thanks to Arun it is fixed. someone care to verify?
Status: REOPENED → RESOLVED
Last Resolved: 16 years ago16 years ago
Resolution: --- → FIXED

Comment 42

16 years ago
Worksforme using WinNT 2001121103 on 12/12/2001
Status: RESOLVED → VERIFIED

Comment 43

16 years ago
mass-reassign of all bank bugs to the banks component. You may filter 
for this change by searching for the string 'ilovetriagebecauseitisfun'
Component: US General → US Banks
QA Contact: zach → bclary
Target Milestone: Jan → ---

Comment 44

15 years ago
Added to the mozilla financial shames page,
http://blue-labs.org/financial-shames.php

Comment 45

14 years ago
SPAM: New Components
Component: US Banks → English US

Comment 46

14 years ago
I'm going to verify this cause I submitted one of these duplicate bugs.
I was able to log into 401k website and interpret the page correctly.
In addition to that, capitalone which was also notorious for blocking
mozilla and netscape is currently working with Mozilla 1.4B 
Good Job on getting mozilla fixed and unblocked...now I don't have to
fire up IE to access my credit or 401k accounts!
Product: Tech Evangelism → Tech Evangelism Graveyard
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