🛠️ Troubleshooting Browser and Device Issues

Occasionally, browsers or devices may not function as expected. While it can be tempting to attribute issues to the product or website in use, many technical problems originate from browser settings, device configurations, or cached data.

This article is designed to guide users through common troubleshooting steps for resolving these types of issues independently. These methods are effective in resolving the majority of browser- or device-related problems. Since our support team has limited control over individual device environments, completing these steps prior to submitting a support request is highly recommended.

🗂️ Topics Covered

• Clearing browser history and cache

• Verifying JavaScript is enabled

• Using Google Developer Tools to identify errors

• Reviewing browser extensions

• Checking if a website is down globally

• Testing in a private (incognito) browser window

• Restarting your device

• Setting Google Chrome as your default browser

Method 1: 🧹 Clear Browser History and Cache

In Google Chrome:

1. Click the three vertical dots in the top-right corner and select Settings.

2. Navigate to Privacy and security > Clear browsing data.

3. Choose a time range (begin with “Last hour”; if the issue persists, select “All time”).

4. Click Clear data

🔹 Note: Clearing cache may log you out of some websites and remove saved information.

Method 2: ✅ Ensure JavaScript is Enabled

1. In Chrome, go to Settings > Privacy and security > Site settings.

2. Scroll to the Content section and click JavaScript.

3. Ensure the setting is enabled for “Sites can use JavaScript.”

Method 3: 🧑‍💻 Use Google Developer Tools to Diagnose Issues

Google Developer Tools can help identify what’s causing errors on a web page. These insights are especially useful for our support team when troubleshooting.

To access Developer Tools and generate a HAR file:

1. Open the affected webpage.

2. Right-click anywhere on the page and select Inspect.

3. In the panel that appears, go to the Network tab.

4. Ensure the round Record button is red. If not, click it once to begin recording.

5. Check the box labeled Preserve log.

6. Click the Clear button to reset existing logs.

7. Reproduce the issue on the page.

8. Right-click within the list of network requests and select Save all as HAR with content.

9. Save the HAR file to your computer and include it with your support ticket.

Method 4: 🔌 Review Browser Extensions

Unnecessary or outdated extensions may interfere with website performance.

To manage extensions in Chrome:

1. Click the puzzle piece icon in the top-right corner.

2. Select Manage extensions.

3. Disable or remove extensions that you do not recognise or no longer use.

4. Restart Chrome and retest the issue.

Method 5: 🌐 Determine if a Website Is Down for Everyone or Just You

To verify whether a website is experiencing a broader outage, visit:
https://www.downforeveryoneorjustme.com

This tool checks whether the site is accessible from other networks.

Method 6: 🕵️ Test the Site in an Incognito (Private) Browser Window

1. In Chrome, click the three dots in the top-right corner and select New Incognito Window.

2. Navigate to the website in question.

If the issue occurs in Incognito mode as well, this may indicate a more systemic problem and should be mentioned when submitting a ticket.

Method 7: 🔄 Restart Your Device

1. Open your device's power menu.

2. Select Restart or, if applicable, Restart and update.

3. After rebooting, reattempt the original action.

Method 8: 🌟 Set Google Chrome as Your Default Browser

On macOS:

1. Open Chrome and go to Settings.

2. Under Default browser, click Make default.

3. If the button is not visible, Chrome is already your default browser.

On Windows 11:

1. Go to Start > Settings > Apps > Default Apps.

2. Search for “Chrome” and select it.

3. Click Set default next to “Make Google Chrome your default browser.”

On Windows 10:

1. Open Start > Settings > System > Default apps.

2. Under Web browser, click the current browser and select Google Chrome.

Optional: To pin Chrome to your taskbar, right-click the Chrome icon and select Pin to taskbar.

❓ What to Do If the Issue Persists

If none of the above steps resolve the issue, please submit a support ticket and include the following information to assist our team:

• A detailed description of the problem and the steps that reproduce it (e.g., “When logging into WebManager, a spinning circle appears for 30 seconds followed by an error message.”)

• Confirmation that you have completed all 8 troubleshooting steps listed above

• The HAR file from Chrome Developer Tools (if applicable)

• Device details: type, model/year, operating system version

• Duration of the issue and when it began

• The browser(s) affected and whether the issue was replicated in Incognito mode

• The website, application, or B2B site you were attempting to access

• Screenshots or screen recordings of the issue, if available

Providing this information will significantly improve our ability to investigate and resolve your concern.