Browser Issues

Browser Issues

Symptoms

• Pages do not load
• Buttons do not respond when clicked
• Login loops or authentication errors
• Blank pages or missing content
• Unexpected website behavior

Recommended Troubleshooting Order

1. Try a different browser.
2. Check your pop-up blocker settings.
3. Remove data for the affected website.
4. Clear your browser cache.
5. Reset your browser settings.

Pop-Up Blocker

Some applications require pop-ups to function properly.

Chrome

1. Open the affected website.
2. Click the Tune/Slider icon to the left of the address bar.
3. Select Site settings.
4. Under Permissions, find Pop-ups and redirects.
5. Change the setting to Allow.
6. Refresh the page and try again.

Edge

1. Open the affected website.
2. Click the padlock icon to the left of the address bar.
3. Select Permissions for this site.
4. Locate Pop-ups and redirects.
5. Change the setting to Allow.
6. Refresh the page and try again

Tip: If a pop-up is actively being blocked, Chrome and Edge will usually display a pop-up blocked icon in the address bar. Clicking that icon allows you to permit pop-ups for the site without opening Site Settings.

Safari (Mac)

• Open the affected website.
• From the Safari menu, select Settings (or Preferences on older versions of macOS).
• Select the Websites tab.
• Choose Pop-up Windows from the left menu.
• Find the affected website in the list.
• Change the setting to Allow.
• Refresh the page and try again.

Remove Data for the Affected Website

Removing data for a single website is less disruptive than clearing your entire browser cache and often resolves login and page-loading issues.

Google Chrome

1. Open the affected website.
2. Click the Tune/Slider icon to the left of the address bar.
3. Select Site settings.
4. Click Delete data and then Delete.
5. Close and reopen the browser tab.
6. Try the site again.

Microsoft Edge

1. Open the affected website.
2. Click the padlock icon to the left of the address bar.
3. Select Cookies and site data.
4. Select Cookies (# cookies in use).
5. Remove all cookies listed for the site:
   • Select a cookie entry.
   • Click Remove at the bottom of the window.
   • Repeat until all cookies have been removed.
6. Refresh the page and sign in again if prompted.

Safari (Mac)

1. Open Safari.
2. Click Safari → Settings (or Preferences on older versions).
3. Select the Privacy tab.
4. Click Manage Website Data.
5. Search for the affected website.
6. Select the website and click Remove.
7. Click Done.
8. Refresh the page and sign in again if prompted.

Clear Browser Cache

If removing data for the affected website does not resolve the issue, clear your browser cache.

Google Chrome

1. Open Chrome.
2. Click the three dots in the upper-right corner.
3. Select Settings → Privacy and Security → Delete browsing data.
4. Select All Time.
5. Select Cached images and files.
6. Click Delete from this device.

Microsoft Edge

1. Open Edge.
2. Click the three dots in the upper-right corner.
3. Select Settings → Privacy, Search, and Services.
4. Under Clear browsing data, select Choose what to clear.
5. Set the time range to All Time.
6. Select:
   • Browsing history
   • Download history
   • Cookies and other site data
   • Cached images and files
7. Click Clear now.

Reset Browser Settings

Resetting your browser to its default settings can help resolve browser performance issues, website loading problems, and unexpected redirects.

Important: Before resetting your browser, we recommend backing up your bookmarks or favorites. Resetting your browser will:

• Disable or remove extensions, add-ons, and toolbars
• Reset your homepage and startup settings
• Clear browser customizations and site permissions
• Restore browser settings to their default values

Step 1: Back Up Bookmarks/Favorites

Google Chrome (Windows & Mac)

1. Click Menu (three dots) > Bookmarks and Lists > Bookmark Manager.
2. Click Menu (three dots) in Bookmark Manager.
3. Select Export Bookmarks.
4. Save the file to a location you will remember.

Microsoft Edge

1. Click Menu (three dots) > Favorites.
2. Click More Options (three dots).
3. Select Export Favorites.
4. Save the file to a location you will remember.

Step 2: Reset Browser Settings

Google Chrome (Windows & Mac)

1. Click Menu (three dots) > Settings.
2. Select Reset Settings from the left menu.
3. Click Restore settings to their original defaults.
4. Click Reset Settings.

Microsoft Edge

1. Click Menu (three dots) > Settings.
2. Select Reset Settings from the left menu.
3. Click Restore settings to their default values.
4. Click Reset.

Step 3: Restore Your Browser

1. Import your saved bookmarks or favorites if needed.
2. Reinstall any required browser extensions.
3. Test the affected website again.

Note: Browser resets should generally be performed only after trying the site-specific data removal, pop-up blocker, and cache-clearing steps outlined above.