Hi there! I understand you're having trouble because your Aetna Better Health account freezes at login. Let’s get to the bottom of this. Could you tell me a bit more about what happens right before it freezes? For example, do you see any error messages, or does the page just stop responding? Also, are you using any particular browser or device?

To start, here are a few simple steps we can try that often resolve login freezes:

1. Clear Browser Cookies and Cache: Sometimes stored data can interfere with logging in. Since you mentioned your device uses WebKit on Windows 10, you can go to your browser settings, find the privacy or history section, and clear cookies and cached files.

2. Try a Different Browser: If possible, try logging in using a different web browser like Google Chrome, Firefox, or Edge. This can tell us if the issue is browser-specific.

3. Disable Browser Extensions: Some add-ons or extensions might block website scripts. Try disabling them temporarily and attempt to log in again.

4. Check Caps Lock and Credentials: Make sure caps lock is off and you’re entering your username and password exactly as registered.

If you've tried these already, let me know which ones, and we can dig into advanced steps like checking for any account issues or potential outages.

Does this sound good to try first? Let me know what you’ve done so far!

When I log in to the site, all goes well until it reaches createsmsession. At that point, it freezes.

Thank you for the details! It sounds like your login process gets stuck specifically at "createsmsession," which usually relates to the session creation step on the server side after logging in.

This can sometimes happen because of session handling issues or browser-related problems. Let's try some targeted steps to address this:

1. Clear Browser Cache and Cookies: Since session data can get corrupted, clearing cache and cookies often helps. Here's how on your WebKit-based browser on Windows 10:
- Open the browser settings.
- Find Privacy or History.
- Clear cookies and cached data for all time.
2. Enable Cookies and JavaScript: Sessions rely on cookies and scripts. Double-check that these are enabled in your browser settings.
3. Try Incognito/Private Mode: This starts a fresh browser session without extensions or cached data affecting it. Try logging in with a private window.
4. Disable VPN or Proxy: If you use a VPN or proxy, temporarily disable it, as it can interfere with session creation.
5. Verify Network Connection: Ensure your internet connection is stable and not interrupting the session creation process.
6. Try a Different Browser or Device: If possible, attempt logging in with a different browser or device to isolate if the issue is specific to your current setup.

If the freeze still happens at createsmsession after these steps, the problem might be on Aetna’s server side or related to your account specifically. In that case, the best next step is to contact Aetna Better Health’s technical support directly at [email protected], including details about your issue and what you’ve tried so far.

Let me know if you want me to walk you through any of these steps! Are you comfortable trying these out now?