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Why am I seeing a grey screen with the Borrowell logo when I try to log into my account?

  • Updated

To troubleshoot this, please try the following:

  1. Ensure you're not using Internet Explorer or Opera as your web browser. These two browsers are not compatible with Borrowell. 
  2. Please clear your web browser's cache and cookies and then then try again to log in. Instructions on how to do this can be found by clicking on the web  browser you use. 

  3. If you're still seeing the grey screen with just the Borrowell logo even after clearing your cache, the issue is likely due to the time displayed on your computer or device being out of sync with the internet time server. This can happen if you manually set the time on your computer. When this happens, our system prevents you from seeing your information as a security precaution.

    To resolve this issue on a Mac:

    1. On your Mac, choose Apple menu  > System Preferences, then click "Date & Time".

      If the lock at the bottom left is locked , click it to unlock the preference pane.

    2. Click "Date & Time", then set the date and time automatically (do not choose the manual option).

      • Select “Set date and time automatically,” then choose the network time server for your region.

    3. Click Time Zone, then set the time zone automatically.

      • Select "Set time zone automatically using current location."

    4. Exit Borrowell and try again to log in.

    Sometimes the sync can take a minute, and you may have to toggle the time "off and on" to automatic a couple times to ensure that it is truly updated.

     

    To resolve this issue ​​​​on Windows:

    1. Go to Start  > Settings  > Time & language
    2. On the left hand side, click on "Date & time".
    3. On the right hand side make sure Set time automatically & Set time zone automatically is turned on
    4. Exit Borrowell and try again to sign back in. 

    Sometimes the sync can take a minute, and you may have to toggle the time "off and on" to automatic a couple times to ensure that it is truly updated.

     

    If the above still didn't resolve the issue for Windows. Please try the following:

    1. Press “Windows +X” and click on “Control P​​anel”.​​
    2. On the left hand side click on “Clock, Language and Region”.
    3. Click on “Change time zone”.
    4. And then click on the tab “Internet Time” and click on “Change Settings”.
    5. Check the box “Synchronize with an Internet time server” and also select the option “time.windows.com” from the drop down and click on “ok”.
    6. Exit Borrowell and try again to log in.

     

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