Common Client Login Issues

Important: To successfully log in to the Client Centre, you will need to ensure cookies are enabled on your web browser. Please refer to your browser's Help documentation for assistance in checking cookie settings.

Below are some of the most common issues clients encounter when attempting to log in to the Client Centre. Click the link to view the login issue solution.

If you still require assistance, you can contact someone at Odlum Brown Limited for additional help.

System Requirements

Before making any of the changes suggested in the following troubleshooting procedures, please ensure you are running one of the following supported browsers:

  • Internet Explorer (IE) 9.0
  • Firefox 42.0+
  • Safari 7.0+

Beta versions of these browsers are not supported.  Chrome browsers are not supported at this time.

Additional system requirements:

You receive a message saying your username or password is invalid.

Please check that you are using the proper username given to you by your Investment Advisor.  We find that sometimes when clients believe they may have forgotten their password, it is actually their username they have entered incorrectly.  We offer clients who routinely access the Client Centre from the same device a "save my username" option on the Login page. 

Passwords cannot be reset automatically online.  If you have forgotten or lost your password, you will need to request a new password.  

Please note that you will never be contacted by anyone other than your Investment Advisor or Portfolio Manager to discuss the sensitive details of your account, such as your username and password.  Remember, if it seems suspicious, we are only a phone call away. Contact your Investment Advisor or Portfolio Manager.

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Your Client Centre Login page bookmark or favourite doesn't work.

Ensure you have bookmarked/favourited either the Odlum Brown home page or the Client Centre Login page before you log in. Bookmarking Client Centre pages like My Accounts or Client Centre Research after logging in is not supported.

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You see a "session expired" page when you log in.

If you see a "session expired" page instead of your account information when you log in, try restarting your browser and then typing www.odlumbrown.com directly into your browser address bar, navigate to the Login page using the Log In button on the home page, and then try logging in. If this doesn't work, you may need to delete saved passwords, cookies, and temporary internet files from your browser's memory using the steps below.

The following procedures will also delete saved passwords and cookies for other websites you visit. You may need to re-enter passwords that were saved for those sites the next time you visit them.

To delete saved passwords, cookies, and temporary internet files in Internet Explorer:

  • Click "Tools," and then "Internet Options."
  • Click the "General" tab and then click on "Delete" under the "Browsing History" section.
  • Ensure there is a check mark beside "Temporary Internet Files," "Cookies," and "Passwords."
  • Click the "Delete" button and click "Yes" to the confirmation prompt that appears.
  • Exit Internet Explorer completely by closing all IE windows, then try to log in to the Client Centre again.

ie-delete

To clear saved passwords and temporary internet files in Safari:

    • Press "Safari" in the menu bar, then click "Preferences."
    • Under the "Privacy" tab, select "Remove All Website Data."
    • Click "Remove Now" and close Safari.
    • Re-open Safari and try to access the Client Centre again. 

Safari Cache

To clear saved passwords and temporary Internet files in Firefox:

  • Press "Tools" and then "Clear Recent History" (you may need to press the leftmost “Alt” key on the keyboard before the Tools menu appears).
  • Change the “Time range to clear” dropdown to “Everything”.
  • If you do not see a list of options under the word "Details," press the down arrow beside "Details".
  • Uncheck everything except for the following: "Form & Search History", "Cookies", "Cache", and "Active Logins".
  • Click "Clear Now"; close Firefox, re-open it and then try to access the Client Centre again.

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You are automatically logged out or "timed out" after a period of time.

This is a security feature of the Odlum Brown Client Centre to prevent unauthorized access to your account if it was left open. After a certain amount of inactivity, you will be logged out of your session automatically and taken to the "Session Expired" page.

You may also see the "Session Expired" page in situations where the server has somehow lost contact with you, even if you are actively using the Client Centre. Momentary connection issues occasionally happen on the internet. This feature is designed to help safeguard your security by ensuring that if the server can no longer be sure with whom it is communicating, it will close the connection.

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You receive an error about an invalid security certificate.

If you receive an error about an invalid security certificate, ensure your computer’s date and time are correct. Additionally, install any operating system updates.

To change the date and time in Windows 7 & 10, click once on the time display in the bottom right corner, then click “Change date and time settings” on the pop-up.

To change the date and time in Windows 8, open PC settings, click on “Time & language” on the left side, then click “Date & time,” and click “Change date and time” on the right side.

To ensure your computer is up to date: In Windows 7+, click the "Start" button, click "All Programs" and then open Windows Update. In addition to installing any important and recommended updates, look under optional updates for "Root Certificates." Check this update off and then click install. If you are prompted to reboot your computer, do so at your convenience and then try to access the Client Centre again.

On a Mac, software updates are obtained by clicking the Apple logo in the top left corner of the menu bar, then clicking "Update Software."

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You are using a Mac and continue to receive a warning that Safari can't verify the identity of odlumbrown.com.

A bug has been identified in certain versions of Mac OS X; trusting the certificate fixes this problem. If you encounter this problem, you will see a warning box such as the one below. Click “Show Certificate” to expand the options.

Ensure the certificate expiry date hasn't passed and that it was issued by Entrust Certification Authority. If this is the case, click the box that says "Always trust these certificates" and click "Continue."

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Contact someone at Odlum Brown Limited for additional help.

If you need additional assistance, please contact your Investment Advisor or Portfolio Manager or email our website administrator at website@odlumbrown.com and include the following information in your email:

  • Type of Computer (PC, Mac, iPad, etc.)
  • Operating System (version of Windows, version of MAC OS)
  • Type of Internet Browser (Internet Explorer, Safari, Firefox)
  • Internet Browser Version (see Determine Your Browser Version below for help)
  • Version of Adobe Acrobat/Reader installed on your machine

We will respond to your email during regular business hours within 2 business days.

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Determine Your Browser Version

In Windows, open your browser, click Help (a question mark icon in IE 7 and 8 or a gear symbol in IE 9) then About. You may need to press the leftmost "Alt" key on your keyboard before the File menu appears.

About IE

For a Mac, open your browser, click Safari, then click About Safari.

Safari - About

For Firefox, click Help, then click About Firefox.

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