Versions Compared

Version Old Version 40 New Version 41
Changes made by

Brian Hinds (Unlicensed)

Brian Hinds (Unlicensed)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Anchor
returntotop
returntotop

Introduction:

Wherever there is an issue with something that uses a browser, the following five troubleshooting steps should be taken before escalating the ticket to a full-timer.

  1. Use an Incognito/Private/InPrivate Window.
  2. Clear the browser's cache/cookies.
  3. Make sure all browser updates are installed.
  4. Make sure all computer OS updates are installed.
  5. Use a different browser than the one currently experiencing issues.
  6. Try using a different computer.
Column


How-To

Anchor
useanincognitowindow
useanincognitowindow

How to Use an Incognito/Private/InPrivate Window:
Return to top
Column
BrowserOS Keyboard Shortcut
SafariMac: command + shift + n
Chrome

Mac: command + shift + n

PC: control + shift + n

Firefox

Mac: command + shift + p

PC: control + shift + p

Internet ExplorerPC: control + shift + p
EdgePC: control + shift + p

Anchor
clearthebrowserscachecookies
clearthebrowserscachecookies


How to Clear a Browser's Cache/Cookies:
Return to top
Column

Safari:

Step

1

Chrome:

StepWhat to doWhat it looks like
1Click on the three dots on the top right of the browser window.

2Click on More Tools and select Clear Browsing Data... from the pop-out menu.

3

Open the Basic tab and select All Time from the drop-down menu.

4

Make sure the following check boxes are selected and then click the blue Clear data button.

  • Cookies and other site data
  • Cached images and files check boxes are clicked and select Clear data.

Firefox:

Step
1

Internet Explorer:

Step

1

Edge:

Step

1

Anchor
updatebrowser
updatebrowser


How to Make sure the browser is up-to-date
Return to top


Anchor
installcomputerupdates
installcomputerupdates


How to Make sure all computer's OS updates are installed.
Return to top