Marketing Cloud Personalization | Error Appears When Accessing Admin UI in Specific Browsers

This error is often caused by your browser's security settings, specifically features like "Tracking Prevention" or "Block third-party cookies." Some browsers (such as Microsoft Edge) may have these features enabled by default.

To resolve this issue, please try one of the following methods.

Workaround A: Access with a Different Browser

Try accessing Marketing Cloud Personalization using a different browser than the one experiencing the issue. Security settings differ between browsers, and this step alone may resolve the problem.

Workaround B: Review Your Current Browser Settings

If you wish to continue using your current browser, please check the following settings.

1. Review Tracking Prevention and Cookie Settings

• Add domains to the tracking prevention "Exception" list: Check the settings for your browser's "Tracking Prevention" or "Privacy Protection" features. Adding your Marketing Cloud and Personalization domains to the "Exception" or "Allow" list may resolve the issue.
• Allow third-party cookies: If your browser is set to block third-party cookies, try temporarily allowing them to see if you can access the UI. (※ Please be mindful of your company's security policies when changing settings.)

How to Check Your Domains: The domains vary depending on your environment. Please check the domains shown in your browser's address bar.

• Marketing Cloud domain example: mc.{stack}.exacttarget.com
• Personalization domain example: {account}.{instance}.evergage.com

2. Disable Extensions

 If the steps in (1) do not resolve the issue, and you are using browser extensions, please try temporarily disabling all extensions to see if the issue is resolved.

If the Issue is Not Resolved

If the steps above do not resolve the issue, please contact Salesforce Support. Providing the following information will help expedite the investigation.

Note: This issue is highly dependent on individual user environments (browsers) and your company's security policies. These settings are diverse, and it is difficult for Salesforce Support to identify all specific configurations or advise on direct changes and their potential impact. Therefore, our support will focus on general guidance for troubleshooting and identifying potentially related settings.

• Date and time the error occurred
• Browser name and version
• Workarounds you tried (e.g., "Confirmed the same error in Chrome," "Added to Edge exception list but it did not help.")
• A screenshot of the error (showing the entire browser window)
• Confirmation of whether the affected user has ever been able to access this screen successfully in the past