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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.
    1. Safari
    2. Chrome
    3. Firefox
    4. Internet Explorer
    5. Edge
  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


How to Clear a Browser's Cache/Cookies:
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safari
safari

Safari:

Step

1Click on the Safari menu and select Preferences.

2Select the Manage Website Data... button from the Privacy tab.

3Click the blue Remove Now button.

4Click on the Safari menu and select Preferences.

5Check the Show Develop menu in menu bar check box in the Advanced tab.

6Click on the Develop menu and select Empty Caches.

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chrome
chrome

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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.

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firefox
firefox

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Firefox:

Step

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

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

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

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

6Click the blue Clear Now button.

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internetexplorer
internetexplorer

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Internet Explorer:

Step

1Click on the gear icon on the top right of the browser and select Internet options.

2Click on the Delete button.

3

Make sure the following two check boxes are selected and click the Delete button:

  • Temporary Internet files and website files.
  • Cookies and website data.

4Click Apply.

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edge

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Edge:

Step

1Click on the three dots on the top right of the browser window and select Settings.

2


3

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

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

This information is pending.

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