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Introduction:

These procedures can be helpful when trying to troubleshoot or resolve problems with websites or web-based applications that use a browser. You can try the steps below to troubleshoot and potentially resolve the problem, or you can always contact the IT Helpdesk for assistance at it.helpdesk@biola.edu or 562-903-4740.

Make sure all browser updates are installed.
Make sure the problem is not with the website or web app itself. You can generally look up the functionality of the website or web app here: https://downforeveryoneorjustme.com/. If you get confirmation that the problem is on your end, proceed with the next step.
Use an Incognito/Private/InPrivate Window.
If the problem with a web app is resolved by using a private browsing tab/window, you may have an issue with your browser cache, cookies, or an extension. To clear cookies and cache, please proceed to the next step.
Clear the browser's cache/cookies.
If clearing cache and cookies does not resolve the problem, please proceed to the next step.
Disable browser extensions, one-by-one, and test web app functionality after each extension is disabled. Repeat until all extensions are disabled or the problem goes away.
If your problem is not resolved after disabling all browser extensions, proceed to the next step. If the problem is resolved after disabling a particular extension, you may need to uninstall and reinstall it, or consider uninstalling it permanently.
If none of the above steps resolves the problem, as a troubleshooting step please try using a different browser. If the problem does not happen in a different browser, you may need to uninstall and reinstall the non-functional browser to the latest version. If the problem does not go away and you have access to another computer, try the next step
Try using a different computer on the same wifi network connection. If the problem does not continue happening on a different computer, you may have a problem with the original computer. Please reach out to us for next steps. If the problem continues, please proceed to step 7.
Try using a mobile device with a cellular data connection (not on wifi internet). If the problem does not continue, there is a chance you have a problem with your wifi internet connection. If you are at home (not on Biola's network) you can reach out to your Internet Service Provider for assistance. If you are at Biola using the Biola network, reach out to us so we can help you troubleshoot your wifi internet connection on your computer.

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How-To

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How to

Use

Open an Incognito/Private/InPrivate

Window:

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ColumnBrowserOS Keyboard ShortcutSafariMac: command + shift + nChrome

Mac: command + shift + n

PC: control + shift + n

Firefox

Mac: command + shift + p

PC: control + shift + p

Internet ExplorerPC: control + shift + pEdgePC: control + shift + p

Browser Session

How to Clear a Browser's Cache/Cookies:

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Safari:

Step
1	Click on the Safari menu and select Preferences.
2	Select the Manage Website Data... button from the Privacy tab.
3	Click the blue Remove Now button.
4	Click on the Safari menu and select Preferences.
5	Check the Show Develop menu in menu bar check box in the Advanced tab.
6	Click on the Develop menu and select Empty Caches.

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Chrome:

Step	What to do	What it looks like
1	Click on the three dots on the top right of the browser window.
2	Click 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:

Step
1	Click on the three lines on the top right of the browser window.
2	Click on Preferences (Mac) or Options (PC).
3	Click on the Privacy & Security tab on the left side of the window.
4	Click on the Clear Data... button under the Cookies and Site Data header.
5	Make sure the check boxes (related to Cookies & Cache) are selected. Click the Clear button.
6	Click the blue Clear Now button.

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Internet Explorer:

Step
1	Click on the gear icon on the top right of the browser and select Internet options.
2	Click 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.
4	Click Apply.