Issues with the Isabel 6 screens or interface

Document ID: 45196
Modified: 01/10/2021

Start with a few simple actions that might resolve your problem:

  1. Press the F5 key on your keyboard. If not ok, continue with the next step.
  2. Close your browser and restart. Retry. If not ok, continue with the next step.
  3. Verify the zoom level. To do so, follow these instructions in the "More information" section below.

Still experiencing problems? Check whether the problem you are experiencing is listed below (click on the topic to see more details about the issue).

Internet Explorer users: You might see that certain items on the Isabel 6 Welcome page are not aligned correctly.
  1. Remove Compatibility View for Isabel sites. If not ok, continue with the next step.
  2. Reset your browser.

Tip For the detailed instructions, see the "More Information" section below.

Internet Explorer users: A white or gray page is shown instead of my account information / transactions

You get a blank (white) or gray page after clicking on the Isabel 6 button on the Isabel 6 portal (after having logged in).

  1. Remove Compatibility View for Isabel sites. If not ok, continue with the next step.
  2. Reset your browser.

Tip For the detailed instructions, see the "More Information" section below.

Internet Explorer users: The list of accounts / transactions / sent transactions is unexpectedly shown empty
Example screenshots of Empty content lists

You see an empty content list when navigating through Account Info, Transactions or Sent Transactions. Column titles, action buttons and content are no longer displayed.

Empty Account Information:

Empty transactions list:

Empty sent transactions list:

Clear the cache of your browser.

Tip For the detailed instructions, see the "More Information" section below.

Internet Explorer users: Buttons / tabs are unexpectedly inactive
Clear the cache of your browser.

Tip For the detailed instructions, see the "More Information" section below.

Internet Explorer users: Layout changes (colums / sorting) are not remembered
Clear the cache of your browser.

Tip For the detailed instructions, see the "More Information" section below.

More information:

Zoom level - The screen content is too big, too small, incomplete, or you experience difficulties when scrolling
1. Verify the zoom level of your operating system

  1. Right-click on your desktop in Windows and select Display settings.
  2. Set the zoom level to 100%, then click on Apply.
  3. You will have to reboot your computer before these changes take effect.

 

  1. Press  to access the Accessibility Options shortcut panel.
  2. Make sure that the option Enable Zoom is not checked (if it's checked, uncheck it).
  3. Click on Done.
2. Verify the zoom level of your browser
Internet Explorer

Verify whether the browser zoom level is set to 100%: Click on the gear icon at the top right, select Zoom set this to 100%.

Chrome
  1. Click Morelocated in the top-right corner.
  2. Set the value next to Zoom to 100%.

or

  1. Click the magnifier icon in the right corner of the address bar.
  2. Click Reset.
Firefox
  1. Click the Menuicon located in the top-right corner.
  2. Set the value next to Zoom to 100%.

or

  1. Click on the zoom value indicated in the right corner of the address bar.
Edge
  1. Click Morelocated in the top-right corner.
  2. Set the value next to Zoom to 100%.
Safari

Click on View in the menu bar, then select Actual Size (if this option is greyed out, you can skip this step).

How to clear the cache of your browser
Clear cache Internet Explorer
  1. Push the keyboard combination CTRL + SHIFT + DEL.
  2. Select these boxes:
    • Temporary Internet files and website files
    • Cookies and website data
  3. Click Delete.
Clear cache Chrome
  1. PC : push the keyboard combination CTRL + SHIFT + DEL.
    Mac : push the keyboard combination CMD + SHIFT + backspace.
  2. Next to Time range select All time.
  3. Click CLEAR DATA.
Clear cache Firefox
  1. Click the Library icon located in the top-right corner and select History.
  2. Select Clear Recent History...
  3. Next to Time range to clear select Everything.
  4. Click Clear Now.

 

Clear cache Edge Chromium
  1. push the keyboard combination CTRL + SHIFT + DEL.
  2. Click Clear.
Clear cache Safari
  1. Click Safari in the menu bar in the top left corner and select Clear History...
  2. Next to Clear select all history.
  3. Click Clear History.
  4. Click Safari in the menu bar in the top left corner and select Preferences > Advanced.
  5. Tick Show Develop menu in menu bar.
  6. Click the Develop menu > Empty Caches.
How to reset your browser
Reset Internet Explorer

Before performing the reset, it's advised to save some essential information to be able to connect to the internet. If you do not do this you might not be able to reconnect after the reset!

To save some essential connectivity information:

  1. Open Internet Explorer.
  2. Click on Tools in the Menu Internet Options > tab Connections.
  3. In the tab Connections, choose LAN settings.
  4. Copy all available information since this is required to connect to the internet.
  5. Once copied, continue resetting Internet Explorer.

reset your browser:

  1. Open Internet Explorer and make sure only one Internet Explorer window is currently opened.
  2. Click on Tools in the Menu > Internet Options > tab Advanced.
  3. In the tab Advanced, choose Reset...


  4. You will see a window to confirm this action together with a list of settings that will be impacted. Make sure the option Delete personal settings is selected.
  5. To continue, press the Reset button.
  6. You will receive a notification when the reset is done. After this confirmation, close all open Internet Explorer windows.
  7. When you open Internet Explorer you will notice that a setup screen will be displayed. Follow the wizard to continue using Internet Explorer.
  8. Internet Explorer will return to it's default settings after a reset, DO CHECK 'automatically detect settings' in IE's LAN settings and if necessary, deactivate it.
Reset Chrome
  1. Click Morelocated in the top-right corner and select Settings.
  2. Scroll down and click Advanced settings.
  3. Scroll down and click Reset.
  4. Click Restore settings to their original defaults.
Reset Firefox
  • Click the Menubutton located in the top-right corner and select Help > Troubleshooting Information.
  • Click Refresh Firefox...
  • Click Refresh Firefox
Reset Edge Chromium
  1. Click on the top right and select Settings 
  2. Click Reset Settings
  3. Click on the arrow next to 'Restore settings to their default values'
  4. Click Reset
Reset Safari

Note: Safari does not have a reset function. You can remove all customizations by executing these steps.

Step 1: Clear history and cache

  1. Click Safari in the menu bar in the top left corner and select Clear History...
  2. Next to Clear select all history.
  3. Click Clear History.
  4. Click Safari in the menu bar in the top left corner and select Preferences > Advanced.
  5. Tick Show Develop menu in menu bar.
  6. Click the Develop menu > Empty Caches.

Step 2: Remove stored cookies and other website data

  • Click Safari > Preferences > Privacy > Manage Website Data... Remove All.

Step 3: Disable Extensions

  • Choose Safari > Preferences > Extensions. Disable the extensions.
Internet Explorer 11: Remove Compatibility View for Isabel sites
  1. Click on the gear icon in the top right corner of the Internet Explorer window to open the Tools menu (or use keyboard shortcut Alt+X).

  2. In the menu, select Compatibility View Settings.

           

  3. In the Compatibility View Settings window, remove isabel.eu and isabel.be from the list "Websites you've added to Compatibility View".

  4. Deselect both options at the bottom of this screen:
    • Display intranet sites in Compatibility View
    • Use Microsoft compatibility lists
       
  5. Close all Internet Explorer windows, then restart Internet Explorer and retry.
Internet Explorer Users: InPrivate mode as temporary workaround

If you work with Internet Explorer working InPrivate mode could work as temporary workaround. To do so:

  • Launch the IE InPrivate mode by opening an Internet Explorer window, then use the key combination: Ctrl+Shift+P
  • In this InPrivate window, go to: www.isabel.be/login6
Issues with the Isabel 6 screens or interface
45196
01/10/2021