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Introduction

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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.

  • Use an Incognito/Private/InPrivate Window.
    • Clear the browser's cache/cookies.
  • Safari
  • Chrome
  • Firefox
  • Internet Explorer
    • Edge
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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 do
    1

    Make sure all browser updates are installed.

  • Make sure all computer OS updates are installed.
  • Use a different browser than the one currently experiencing issues.
  • Try using a different computer.
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    How-To

    AnchoruseanincognitowindowuseanincognitowindowHow to

    2

    Go to the following website and make sure the problem is not with the website or web app itself: https://downforeveryoneorjustme.com/.

    • If you get confirmation that the website or web app is not down, proceed with the next step.
    3

    Use 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
    How to Clear a Browser's Cache/Cookies:
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    Column Anchorsafarisafari

    Safari:

    Step1Click 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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    Anchorchromechrome
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    Chrome:

    StepWhat to doWhat it looks like1Click 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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    Anchorfirefoxfirefox

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    Firefox:

    Step1Click 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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    Anchorinternetexplorerinternetexplorer
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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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    Anchoredgeedge
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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.

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    .

    4Clear the browser's cache/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 the problem is resolved after disabling a particular extension, you may need to uninstall and reinstall it, or consider uninstalling it permanently.
    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 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 the next step.
    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 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.