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Troubleshooting

Supported Web Browsers

We test the website to ensure it's working correctly in the following browsers. Click on the browser icon below to get the most recent version or to check the browser's help library for browser assistance.

Please note: Although we don't support Internet Explorer 7 or Opera, these and other browsers may function correctly if they have JavaScript enabled and accept first and third party cookies. If your browser version is not listed here, check your browser's help library for assistance.

Configure Trusted Sites / Exceptions

Most browsers allow you to designate websites as trusted sites or exceptions. This allows the websites to use features of your browser that may be blocked on other websites such as the ability to set cookies.

Internet Explorer

  1. Click Tools (or the gear icon) from the menu and select Internet Options.
  2. Select the Security tab.
  3. Select Trusted Sites.
  4. Select Sites.
  5. Enter the following web addresses and click Add after each address:
    • https://www.duke-energy.com
    • https://ols.duke-energy.com
    • https://www.energyguide.com
    • https://secure3.idoxs.net

    Note: https:// must be entered before each web address.

  6. Uncheck Require server verification.
  7. Click Close and OK.

Note: Third party cookies will still not pass, but features on the Duke Energy website should work now. To pass the Third Party cookie test, you will need to change your settings to accept Third Party cookies.

Google Chrome

  1. Click the Chrome menu and select Preferences.
  2. Select the Show Advanced Settings link.
  3. Under Privacy, select Content Settings.
  4. Under Cookies, you should see either Block sites from setting any data or Block third party cookies and site data checked (or both).
  5. Click Manage Exceptions.
  6. In the field for Hostname Pattern, add each of the following:
    • [*.].duke-energy.com
    • https://www.energyguide.com
    • https://secure3.idoxs.net
  7. Click Done.

Note: Third party cookies will still not pass, but features on the Duke Energy website should work now. To pass the Third Party cookie test, you will need to change your settings to accept Third Party cookies.

Mozilla Firefox

  1. Click the Firefox menu and select Preferences.
  2. Select the Privacy tab.
  3. Under History, select Use custom settings for history.
  4. Click Accept cookies from sites.
  5. Click on the Exceptions... button.
  6. Enter the following web addresses and click Allow after each one.
    • www.energyguide.com
    • secure3.idoxs.net
  7. Close the Exceptions and Preferences windows by clicking the X in the upper left of the window.

Note: Third party cookies will still not pass, but features on the Duke Energy website should work now. To pass the Third Party cookie test, you will need to change your settings to accept Third Party cookies.

Safari

Safari doesn't provide the ability to set trusted sites or exceptions, so at a minimum you will need to allow first party cookies. Once you do that, you will need to visit our partner site, so they can set a first party cookie.

  1. Click the Safari menu and select Preferences.
  2. Click on the Privacy tab.
  3. Under Block Cookies, select either From third parties and advertisers or Never.
  4. If you select From third parties and advertisers, visit our partner site at www.energyguide.com.

Note: Third party cookies will still not pass, but features on the Duke Energy website should work now.

Enable JavaScript

Many web pages use JavaScript. JavaScript is a common programming language that runs in a web browser. If disabled for some reason, the content or the functionality can be limited.

Internet Explorer

  1. Click Tools (or the gear icon) from the menu and select Internet Options.
  2. In the Internet Options window select the Security tab.
  3. On the Security tab click on the Custom level... button.
  4. Look for the Scripting section.
  5. For Active Scripting, select Enable and click OK.
  6. When the Warning! window pops out asking Are you sure you want to change the settings for this zone? select Yes.
  7. Click OK.
  8. Retest your browser.

Google Chrome

  1. Click the Chrome menu and select Preferences.
  2. Select the Show Advanced Settings link.
  3. Under Privacy, select Content Settings.
  4. Under JavaScript, select Allow all sites to run JavaScript (recommended).
  5. Click Done.
  6. Retest your browser.

Mozilla Firefox

The latest versions of Firefox do not allow JavaScript to be disabled.

Safari

  1. Click the Safari menu and select Preferences.
  2. Click on the Security tab.
  3. Check the box next to Enable JavaScript.
  4. Retest your browser.

Enable Cookies

A cookie is a piece of data that is stored by your web browser. Duke Energy uses these cookies to best enable your online experience.

Internet Explorer

  1. Click Tools (or the gear icon) from the menu and select Internet Options.
  2. Click the Privacy tab, and then click Advanced.
  3. Check the box for Override automatic cookie handling.
  4. Check Always accept session cookies.
  5. Click OK.
  6. Restart Internet Explorer.
  7. Retest your browser.

Google Chrome

  1. Click the Chrome menu and select Preferences.
  2. Select the Show Advanced Settings link.
  3. Under Privacy, select Content Settings.
  4. Under Cookies, select Allow local data to be set (recommended).
  5. Click Done.
  6. Retest your browser.

Mozilla Firefox

  1. Click the Firefox menu and then seelct Preferences.
  2. Select the Privacy tab.
  3. Under History, select Use custom settings for history.
  4. Click the box to Accept third-party cookies.
  5. Close the Exceptions and Preferences windows by clicking the X in the upper left of the window.
  6. Retest your browser.

Safari

  1. Click the Safari menu and select Preferences.
  2. Click on the Privacy tab.
  3. Under Block Cookies, select From third parties and advertisers or Never.
  4. If you select From third parties and advertisers, visit our partner site at www.energyguide.com.
  5. Retest your browser. Third party cookies will still not pass, but features on the Duke Energy website should work now.