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:
Additionally, if you are facing sign-in issues, 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.
Enter the URL manually www.morningstar.com.au
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.
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
Ctrlkey and then press theF5key on your keyboard.For Mac users: Simultaneously hold down the
Cmdkey and theShiftkey, and then press theRkey 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
Ctrlkey and then press theF5key on your keyboard.For Mac users: Hold down the
Cmdkey and theShiftkey, and then press theRkey 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 + Eon 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
Ctrlkey and then pressing theF5key 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
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.
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.