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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.
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How-To

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useanincognitowindow

How to Use an Incognito/Private/InPrivate Window:
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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

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clearthebrowserscachecookies


How to Clear a Browser's Cache/Cookies:
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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

1Click on the three lines on the top right of the browser window.

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2Click on Preferences (Mac) or Options (PC).
3Click on the Privacy & Security tab on the left side of the window.

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4Click on the Clear Data... button under the Cookies and Site Data header.

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5
  1. Make sure the check boxes (related to Cookies & Cache) are selected.
  2. Click the Clear button.

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6Click the blue Clear Now button.

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Internet Explorer:

Step

1

Edge:

Step

1

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How to Make sure the browser is up-to-date
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installcomputerupdates


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