How to Troubleshoot a Browser

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:

Return to top

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:

Return to top

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.

Return to top

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.

Return to top

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.

Return to top

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.