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.
- 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.
How-To
How to Use an Incognito/Private/InPrivate Window:
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| Browser | OS Keyboard Shortcut |
|---|---|
| Safari | Mac: command + shift + n |
| Chrome | Mac: command + shift + n PC: control + shift + n |
| Firefox | Mac: command + shift + p PC: control + shift + p |
| Internet Explorer | PC: control + shift + p |
| Edge | PC: control + shift + p |
How to Clear a Browser's Cache/Cookies:
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Safari:
| Step | ||
|---|---|---|
| 1 |
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.
|
|
Firefox:
| Step | |
|---|---|
| 1 |
Internet Explorer:
| Step | ||
|---|---|---|
| 1 |
Edge:
| Step | ||
|---|---|---|
| 1 |