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Introduction
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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.



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Process
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StepWhat to doHow to do it
1

Make sure all browser updates are installed.


2

Make sure the problem is not with the website or web app itself.

You can generally look up the functionality of

  • If you get confirmation that the website or web app
here: 
  • is not down, proceed with the next step.

Go to the following website: https://downforeveryoneorjustme.com/.

If you get confirmation that the problem is on your end, proceed with the next step.

3

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.If clearing cache and cookies does not resolve the problem, please proceed to the next step.

How to Open an Incognito/Private/InPrivate Browser Session

4Clear the browser's cache/cookies.
  • Safari
  • Chrome
  • Firefox
  • Internet Explorer
  • Edge
    • How to Clear a Browser's Cache and Cookies
    5

    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.

    6

    Try using another 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

    7

    Try using a different computer on the same

    wifi

    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.

    8

    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
    • 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
    • WiFi internet connection on your computer
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    How-To

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    How to Open an Incognito/Private/InPrivate Browser Session

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

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    Chrome:

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    Firefox:

    Click the blue Clear Now button
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    safarisafariStep
    1Click on the Safari menu and select Preferences.

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

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    3Click the blue Remove Now button.

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    4Click on the Safari menu and select Preferences.

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

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    6Click on the Develop menu and select Empty Caches.

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

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

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    3

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

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    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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    firefoxfirefoxStep
    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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    6
    • .

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    Internet Explorer:

    Step1Click on the gear icon on the top right of the browser and select Internet options.

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    2Click on the Delete button.

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    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.

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    4Click Apply.

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    Edge:

    Step1Click on the three dots on the top right of the browser window and select Settings.

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    2

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    3

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

    This information is pending.