How to Resolve Common Browser and Login Issues

Overview

If you are having trouble loading a webpage, logging into a portal, seeing a blank screen, or getting unexpected errors in an online tool, a local browser or device conflict is often the cause.

Before submitting a support ticket, please try these 5 quick troubleshooting steps to get back up and running. Usually, one of the first few will do the trick!

Step 1: Try a Private or Incognito Window

Browsers save data to help pages load faster, but sometimes they save outdated or conflicting information. Opening a private window temporarily disables your saved history and browser extensions.

  • How to do it:

    • Chrome / Edge: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac).

    • Firefox / Safari: Press Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac).

  • Next Step: Try logging in or visiting the page again in this new window. If it works, a browser extension or a saved setting is likely causing the issue.

Step 2: Try a Different Web Browser

Sometimes a specific website update doesn't play nice with a specific browser version.

  • If you are currently using your default browser (like Google Chrome), try opening the site in an alternative one (like Microsoft Edge, Mozilla Firefox, or Apple Safari).

  • Pro Tip: If it still doesn’t work in the second browser, try opening that second browser in Private/Incognito mode as well!

Step 3: Clear Your Browser's Cache and Cookies

If Step 1 or Step 2 worked, your main browser has likely saved an "old" version of the page. Clearing your cache and cookies forces the browser to pull the freshest, most secure version of the website.

  • Go to your browser's settings menu (usually 3 dots or lines in the top right corner).

  • Search for "Clear Browsing Data" or "Privacy & Security".

  • Select Cache and Cookies, choose a time range (we recommend "All Time"), and click Clear Data.

  • Note: This may log you out of other websites, so make sure you save any open work first.

Step 4: Test on a Different Device

If you have access to a second computer, laptop, smartphone, or tablet, try accessing the site there.

  • Works on the second device? The issue is tied specifically to your main computer's local setup, security software, or network settings.

  • Fails on both devices? The website itself might be experiencing a temporary outage, or there may be an issue with your specific user account.

Step 5: Restart Your Device

If none of the above steps have worked, your computer or local network might have a minor glitch.

  • Close your browser completely (close all windows and tabs).

  • Restart your computer or device. A quick reboot resets your local network connection and clears out temporary system files.

Still Need Help?

If you have completed all 5 steps and are still experiencing issues, our support team is happy to dig deeper! Please click the Request Service or Submit a Ticket button on this page and include the following details:

  1. The exact URL/website you are trying to access.

  2. Any specific error messages you are seeing (screenshots are incredibly helpful!).

  3. The results of the troubleshooting steps above (e.g., "It worked on my phone, but not my laptop").

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