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SameSite Cookie Issue — CTI and Iframe Login Failures

SameSite Cookie Issue — CTI and Iframe Login Failures

Overview

Changes introduced by Google and Mozilla in 2020 to how SameSite cookies are handled can cause failures for users accessing Sharpen within an iframe or CTI framework, such as a CRM integration. This article explains the symptoms of this issue and provides steps to resolve it within both Google Chrome and Mozilla Firefox.

The symptoms described below are specific to Sharpen operating within the iframe of a CRM's CTI framework. This issue may also affect other vendors embedded via iframes, such as through Sharpen Custom Q tabs. The steps below provide a workable resolution, but a permanent fix will ultimately require an update from the associated vendor.

Symptoms

Before proceeding, confirm that your symptoms match one or more of the following. If they do not, contact the Sharpen Care team to help identify a potential isolated root cause.

  • Failure to log in to the CTI using Single Sign-On (SSO)

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  • Failure to log in to queues, or the Sharpen Q Phone failing to connect

  • Automatic logout occurring approximately 60 seconds after logging in

Resolution

Google Chrome

  1. In the Chrome address bar, navigate to chrome://flags/#same-site-by-default-cookies.

  2. Set the flag to Disabled using the dropdown.

  3. Click Relaunch to restart the browser and apply the change.

Mozilla Firefox

  1. In the Firefox address bar, navigate to about:config.

  1. Click Accept the Risk and Continue when prompted.

  2. In the search bar, enter network.cookie.samesite.

  3. Double-click both network.cookie.sameSite.laxByDefault and network.cookie.sameSite.noneRequiresSecure to set each value to false.

  1. Relaunch the browser to apply the changes.