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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.
Process
| Step | What to do | How to do it |
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| 1 | Make sure all browser updates are installed. |
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| 2 | Make sure the problem is not with the website or web app itself. - If you get confirmation that the website or web app is not down, proceed with the next step.
| Go to the following website: https://downforeveryoneorjustme.com/. |
| 3 | Use an Incognito/Private/InPrivate Window. | How to Open an Incognito/Private/InPrivate Browser Session |
| 4 | Clear the browser's cache/cookies. | 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 the problem is resolved after disabling a particular extension, you may need to uninstall and reinstall it, or consider uninstalling it permanently.
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| 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
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| 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 step 7.
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| 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.
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