Browser Troubleshooting

Occasionally we update parts of the portal that require your browser to load new content files. We version our files so the browser should see them as new files, but occasionally this does not happen. When the browser does not notice the file as being new and loads a cached version of an older version file it can cause issues with the sites client-side execution.

To correct issues on the client end, one of the first steps is to clear your local browser cache to ensure that your browser has loaded the most recent versions of its content files.

You can follow the steps below to clear the cache of your local browser. There are steps listed for the following browsers: Microsoft Internet Explorer 11, Microsoft Edge, Google Chrome, Mozilla FireFox and Apple Safari Desktop and Apple Safari iPhone edition.

The information on this page is relevant to the version number specified in the section header. Steps may change in the future without notice as the browser version increases. Items can usually be found in a similar location in newer versions, but is not always the case.

Google Chrome version 60 and higher

• Step 1: While in chrome, on the address bar three is an image of three vertical dots on the right hand side. Click this three dot button to open the options menu. Under the options menu, expand the More tools menu item and click on Clear browsing data. You can also get to this location by pressing Control + Shift + Delete on a windows computer.

  

• Step 2: The clear browsing data dialog box will open inside the Chrome browser, make sure cached images and files is checked, you can uncheck anything else you don't want removed. Make sure clear the following items from is set to "the beginning of time" at the top. If it is not set to this, you can change it by clicking on it to get a drop down of options to select from. After selections have been made click on Clear Browsing Data.

  

• Step 3: Close the Chrome browser to ensure that anything cached in memory is cleared and return to the web site.

Mozilla FireFox version and higher 54 and higher

• Step 1: Inside FireFox click on the hamburger button (three horizontal lines) on the top right of the screen. This will open a menu, select options from the menu.

  

• Step 2: The options page will now show inside the browser window. Click the Privacy tab on the left hand site. Inside the privacy page, there is a link that says "clear your recent history" click this text.

  

• Step 3: A dialog box will pop up that says Clear Recent History, make sure Cache is checked. Other items can be turned off it wanted. Make sure the time range to clear dropdown box is also set to: Everything. Click the Clear Now button.

  

• Step 4: After clearing, close your browser and reopen it to ensure that nothing remained cached in the programs memory and return to the website at this time.

Apple Safari on Desktop

• Step 1: With Safari open, click the Safari application menu item in the Apple menu bar, select Preferences. Or from your keyboard with the Safari window open, press Command and the comma key at the same time.

  

• Step 2: In the preferences window that opens, click hte Privacy tab then click the Manage Website Data button

  

• Step 3: In the pop down that shows up click on the Remove All button.

  

• Step 4: A dialog box will appear asking you to confirm this, click Remove Now.

  

• Step 5: After clearing your browser data, click the Safari application menu item on the Apple Menu Bar and select close, exit or quit the program depending on your version. After this you can re-open the browser and return to the website.

Apple Safari on iOS (iPhone / iPad)

• Step 1: On your home screen find the Settings icon and tap on it to open the system settings page

• Step 2: In the system settings, scroll down until you see the Safari App menu item. Tap on this to open Safari Settings

  

• Step 3: While in the safari settings page, scroll to the bottom of the list and tap on Clear History and Website Data

  

• Step 4: A popup will appear asking you about clearing the data. Tap on the Clear History and Data button to complete this process.

  

This information was last updated on August 8th, 2017