This article outlines the options for accessing the Phoenix portal and common troubleshooting steps.
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Get setup for Phoenix
Supported browsers
The following devices and browsers are supported:
Mac:
Microsoft Edge (Recommended) https://www.microsoft.com/en-gb/edge/download
Apple Safari (Pre-Installed)
Google Chrome Google Chrome - Download
PC:
Microsoft Edge (Recommended and Pre-Installed) https://www.microsoft.com/en-gb/edge/download
Google Chrome Google Chrome - Download
iPad (All iPads except iPad Mini):
Microsoft Edge (Recommended) https://www.microsoft.com/en-gb/edge/download
Apple Safari (Pro-Installed)
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The Phoenix portal has security features preventing more than one person logging into your account at a time, known as an “active session”. You can only have 1 active session at a time. Please make your preferred browser your default browser on your PC or Mac to ensure you aren’t logging in from two different browsers which then creates two active sessions. Your default browser may be different to the one you actually prefer to use - until you change this setting you may be opening links to the Phoenix portal in the browser you don’t want to use, creating a second active session. If switching from one device to another, make sure you log out of the portal on the first device before switching to the second device. Change your default browser on Windows 11: Change your default browser on MacOS: On your Mac, choose Apple menu > System Settings, then click “Desktop & Dock” from the sidebar. (You may need to scroll down.) Click the pop-up menu next to “Default web browser” on the right, then choose your preferred option. |
Access the portal
Portal link: https://phoenix.convergeint.com/
Once you’ve logged in, make sure you bookmark the portal page for easy access in the future.
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More information: https://support.google.com/chrome/answer/188842?hl=en-GB&co=GENIE.Platform=Desktop |
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More information: https://support.apple.com/en-au/guide/safari/ibrw1039/mac |
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Alternatively, at step 2, you can tap “Add to home screen” and the bookmark will be added as an icon on your home screen for easier access. More information: https://support.apple.com/en-au/guide/iphone/iph42ab2f3a7/ios |
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More information: https://support.microsoft.com/en-us/microsoft-edge/add-a-site-to-my-favorites-in-microsoft-edge-eb40d818-fd1f-cb19-d943-6fcfd1d9a935 |
Adjusting your browser settings
We recommend you adjust your browser zoom settings to best view the Phoenix portal page.
Troubleshooting Section
Troubleshooting: Can’t see the Quick View buttons
If you have access to Quick View and cannot see the buttons on the right side, it’s likely that your Zoom / Text size is too large. See the section above “Adjusting your browser settings” for adjustment options.
Troubleshooting: Pages keep timing out
If you are inactive on a page, the page may time out when you click on a button or perform an action. The time limit is between 5-10 minutes. After this period of time, the page will time out and if you are entering data (for example, entering notes for a session), it may be lost.
Troubleshooting: Pages keep reloading or error message
If you keep encountering page issues, you may need to clear the cache of your web-browser.
The Cache is a feature of your web-browser that stores elements of the page you frequently visit in it’s memory for faster load times (so it doesn't need to download the same data every time you visit the site). This feature makes page loading faster, however it can sometimes interfere with normal operation of the website.
Microsoft Edge: How to Manage and Clear Your Cache and Cookies | Edge Learning Center (microsoft.com)
Google Chrome: Clear cache & cookies - Computer - Google Account Help