We have received isolated and infrequent reports that Internet Explorer is crashing when using Reward Gateway.

When you use Reward Gateway, we assign a unique identifier to each device used to access the site. This identifier takes into account many different pieces of information that allow us to identify a computer as unique. In addition to many of the browser signals, it also includes device-specific information such as IP address, screen size, and installed add-ons (e.g. Adobe Reader.)

We have determined that if these add-ons are not installed properly, this detection can trigger Internet Explorer to crash.

The specific combination of Windows, Internet Explorer, and add-ons varies from client-to-client. To help us identify which, we suggest trying the following:

1) Confirm it is not related to browser add-ins

See https://support.microsoft.com/en-us/help/17447/windows-internet-explorer-11-manage-add-ons

Disabling add ons in Internet Explorer may improve the situation. Enabling and disabling each add on on the impacted machine may identify a particular one causing the problem. A comparison of these and the non-impacted machines and the add-on versions can then be performed.

2) Inventory the ActiveX controls on the impacted user’s machines and compare with non-impacted

See https://docs.microsoft.com/en-us/internet-explorer/ie11-deploy-guide/out-of-date-activex-control-blocking

A detailed inventory of ActiveX controls including versions can be compiled. This can then be compared against a working machine to identify any version or install inconsistencies. These will need specific remediation depending on the software identified.