Basic Troubleshooting steps:

If you encounter issues with the Morningstar Investor Australia website being slow or not loading correctly, you can perform the following basic troubleshooting steps:

Ensure you are visiting the correct site for your needs: the free public site (morningstar.com.au) or the premium subscription site (premium.morningstar.com.au).

Additionally, if you are facing sign-in issues or encountering difficulties accessing content on mobile devices, specific troubleshooting steps can help resolve these problems effectively.

Check your internet connection speed
If you are accessing the website through a Bookmark, please delete the bookmark and clear all Cache and cookies of your browser. Additionally, review the auto-filled credentials to check if your Username and Password are correct.
Enter the URL manually based on your subscription type: www.morningstar.com.au for the free public site or premium.morningstar.com.au for the premium subscription site.
Sign in using a different browser e.g. Google chrome or Fire Fox
Login using the Incognito or Private mode
Disable VPN, Pop blocker & Ad blocker.

Follow specific sign-in troubleshooting steps if you encounter authentication problems, or refer to mobile device access troubleshooting for issues on mobile platforms.

How to Perform a Hard Refresh in Your Browser

If you are experiencing trouble loading a webpage or encountering login issues, performing a hard refresh is a useful action that clears your browser's cache for a specific page. This compels your browser to load the most up-to-date version of that page, ensuring you see any new scripts, styles, or features that may have been implemented.

Important: Clicking the "Refresh" arrow on your browser address bar is not a hard refresh. Here's how you can clear your cache through a hard refresh on any browser:

Here are the steps to clear your cache through a hard refresh across various popular browsers:

Google Chrome

To perform a hard refresh in Google Chrome, the steps vary slightly depending on your operating system:

For Windows users: Simultaneously hold down the Ctrl key and then press the F5 key on your keyboard.
For Mac users: Simultaneously hold down the Cmd key and the Shift key, and then press the R key on your keyboard.

Firefox

For users of the Firefox browser, the method for a hard refresh is as follows:

For Windows users: Hold down the Ctrl key and then press the F5 key on your keyboard.
For Mac users: Hold down the Cmd key and the Shift key, and then press the R key on your keyboard.

Safari (Mac)

Safari users on a Mac can perform a hard refresh using these options:

Navigate to the Safari menu, then select Empty Cache, or alternatively, press Opt + Cmd + E on your keyboard.
Following this, to refresh the page, you can either click the refresh button located in the address bar or press Cmd + R.

Internet Explorer/Microsoft Edge (Windows)

For those using Internet Explorer or Microsoft Edge on Windows, a hard refresh can be executed by:

Holding down the Ctrl key and then pressing the F5 key on your keyboard.

Google Chrome Clear Cache and Cookies

If the Investor Portal starts feeling slow, pages take longer to load, or data doesn’t appear as expected, clearing your browser’s cache and cookies often helps restore performance.

There are two ways to do this:
Quick Clear Cache

Deep Clear Cache

Quick Clear Cache

Go to the Icon in front of the Investor URL in your google browser’s address bar.

Select Cookies and Site data from the drop-down menu.

Choose Manage on Device Site data.

Select the Trashcan icons next to each listing, then select Done.

Reload the page and check if the portal runs smoothly again.

Deep Clear Cache

If performance issues persist, try a deeper cache clear.

Open a new tab in Google Chrome.

Select the vertical ellipsis (three dots) in the top-right corner, then choose Settings.

Go to Privacy and Security from the left menu.

Then select Clear Browsing Data.

Tick the boxes for:

Browsing history
Cached images and files

⚠️ Important

We recommend not clearing cookies and other site data unless all other steps fail, as this will sign you out of all programs.

Select Delete Data, then reload the Investor Portal and test performance again.

💡Tip

Regularly clearing your browser cache can prevent lag and display errors, especially after new feature releases or updates.

How can I troubleshoot sign-in issues on Morningstar Investor?

Signing in to Morningstar Investor is a straightforward process, but you may encounter specific scenarios that require troubleshooting. This guide provides step-by-step instructions for common sign-in methods and solutions to potential issues.

Overview of Morningstar Sites

Morningstar offers two main platforms for Australian users: a free public site and a premium subscription site.

Free Public Site: The free site (morningstar.com.au) provides limited, publicly available content.
Morningstar Investor (Premium) Site: The premium site (premium.morningstar.com.au) offers full access to subscriber features, tools, and analyst research. Retail (individual) subscribers should use this site to maximize their subscription benefits.

Standard Sign-in Process

If you are signing in from an email link (e.g., after clicking “Read more”) and are prompted for your email and password, follow these steps:

On the “Sign in to Morningstar Investor” page, enter your email address and click Continue.
When the password field appears, enter your password and click Sign in.

Alternative Authentication Methods

If the sign-in page asks you to use a passkey (e.g., fingerprint or face recognition) and it keeps spinning, you can switch to another method:

Select Try another method.
Choose SMS to verify your identity instead of using the passkey.
Proceed with SMS verification to complete the sign-in process.

Common Issues and Resolutions

Issue: The passkey authentication keeps spinning and does not proceed. Solution: Use the steps outlined in the "Alternative Authentication Methods" section to switch to SMS verification. Issue: Unable to locate the password field after entering the email address. Solution: Ensure you click Continue after entering your email address to prompt the password field. By following these steps, you should be able to resolve most sign-in issues on Morningstar Investor. If problems persist, consider reaching out to customer support for further assistance.

Issue: Redirected to the U.S. Morningstar site (morningstar.com) after logging in. Solution: Navigate directly to the Australian premium site URL: premium.morningstar.com.au and sign in using your Morningstar credentials.

Mobile Device Access Issues

If you encounter issues accessing articles or logging in on a mobile device, follow these steps:

Sign In Directly: Open your mobile browser and navigate to the Morningstar Investor sign-in page. Log in to your account before attempting to access specific articles.
Revisit the Article Link: After signing in, return to the original article link. The system should recognize your session and load the subscriber view.