X

Apple Knowledge Base slowdown work-around

Apple Knowledge Base slowdown work-around

CNET staff
Apple has acknowledged that there is a problem with the sign-in procedure used in the Knowledge Base and the Discussion areas of the AppleCare Web site. They have posted an explanation of the problem, along with a procedure that may help alleviate the symptoms while they fix their servers. They also note that the sign-in problem is causing the overall slowness many users are encountering. Here are the highlights:

    "Since many customers do not have an AppleID cookie set in their web browser, they are forced to manually log in to obtain the session cookie (ACID) which takes more time and forces the sign-in servers to deal with a many more longer sessions. This is why when you click on a knowledge base or discussions link, it seems to take a very long time to get just to the sign-in page.

    The work-arounds are to first do one of the following:

    1. Visit the Apple Online Store and sign into your account. Your Apple ID cookie will be set.
    2. Visit a product support page and click on an individual article link (not a canned search or any procedure article). We'll set your AppleID cookie.
    3. Visit discussions (signin will be slow) and sign in. We'll set your AppleID cookie."

We signed-in to the Apple Store, and it appears to have worked. At least we no longer have to sign-in every time we click on a Knowledge Base article.