Sometimes our browser or devices stop working the way they are supposed to. We can be quick to blame the product or websites we are visiting for the issues.
That's why we wrote this article, as it is intended for users that need help troubleshooting common browser and device issues. These troubleshooting tips and tricks can be used at anytime your browser or device starts acting up. There is not much support our teams can give if an issue is related to your browser or device, but following these tips will solve the instants 99% of the time.
Do not hesitate to reach out to support for any questions you might have, and we can direct you towards other helpful documentation.
Topics covered in this article
- How to clear browser history and cache
- Making sure JavaScript is enabled
- How to check for issues using Google Dev Tools
- Perform quality assurance on your browser plugins/extensions
- How to check if a website is down for everyone or just you
- Check the website/application in a private browser
- Reset your device(s)
- Ensure you are using Google Chrome as your default browser for Juniper Suite Products
Method 1: How to clear browser history and cache
First, within Google Chrome, go to the top right and select the three dots and click the settings option. Next, select the privacy and security option and select clear browsing data.
You can customize how far back you clear your browsing history, but at least within the last hour is a great option to start with. Please go back and clear cache 'All Time' if the issue continues.
You will need to re-enter passwords and enter other saved data into websites when you return to what you were previously doing.
Method 2: Making sure JavaScript is enabled
First, go into the same location within Google Chrome settings and select Privacy and security. Next, select site settings.
After you do that, scroll to the bottom and select the JavaScript box.
After you do that, you will want to make sure the sites can use JavaScript is enabled!
Method 3: How to check for issues using Google Dev Tools
If you are on a website, and you are wanting a more in depth view of what errors are happening within a website, you can access Google Dev tools to help troubleshoot. This step is a little more complex, but it is helpful to send screenshots of what you see within dev tools to our support team.
To access the dev tools, go to the webpage that is showing errors, then you can right-click, and select the 'inspect' option. Once you have selected that, you will see a screen that looks like this:
The information from this screen that would be helpful to send over to support would be a HAR file. Here is how you generate one.
How to generate the HAR file for Chrome
- Open Google Chrome and go to the page where the issue is occurring.
- Look for the Vertical ellipsis button and select More Tools > Developer Tools.
- From the panel opened, select the Network tab.
- Look for a round Record button in the upper left corner of the tab, and make sure it is red. If it is gray, click it once to start recording.
- Check the box, Preserve log.
- Click the Clear button to clear out any existing logs from the Network tab.
- Reproduce the issue that you were experiencing before, while the network requests are being recorded.
- Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save all as HAR with Content, and save the file to your computer.
Method 4: Perform quality assurance on your browser plugins/extensions
Sometimes the plugins or extensions we download for our browsers can be part of the problem. To check on which plugins you have previously downloaded, select the puzzle piece icon at the top right of your Chrome browser.
Next, select the 'manage extensions' after clicking on the puzzle piece icon. You can then toggle off an extension, or delete it entirely. If you do not recognize any of the plugins/extensions you see, please delete them immediately.
Method 5: How to check if a website is down for everyone or just you
If you are curious if a website issue could be unique to you or is happening for a large group of people, you go to this website: Down for everyone or just me?
This is a free online checker and can be incorrect. It is fun to check other websites as well when you are browsing the web.
Method 6: Check the website/application in a private browser
To check a website within a private browser, first open up a new tab within Google Chrome. Next, click on the 3 dots in the top right corner and select New Incognito Window. You will then be brought to a private browser where you can test other website issues without your previous browser history saved. If you can replicate an issue with any Juniper Suite Products within a private browser, it is something you will want to share with support by submitting a ticket.
Method 7: Reset your device(s)
Go to your device's power section (could be found in the top left or the bottom right) -> Next, select the 'restart' option. If you have any updates waiting, please select the 'restart and update' option. -> Next, wait for your computer to restart and then log back in.
Method 8: Ensure you are using Google Chrome as your default browser for Juniper Suite Products
For MAC:
1. On your computer, open Chrome.
2. In the top right, click More.
3. Click Settings.
4. In the “Default browser” section, click Make default.
5. If you don't see the button, Google Chrome is already your default browser.
For Windows 11:
1. On your computer, click the Start menu .
2. Click Settings and then Apps and then Default Apps.
3. Under “Set defaults for applications,” enter Chrome into the search box and then click Google Chrome.
4. At the top, next to “Make Google Chrome your default browser,” click Set default.
5. To make sure the change applied to the correct file types, review the list below the “Set default” button.
6. To exit, close the settings window.
For Windows 10:
1. On your computer, click the Start menu
2. Click Settings
3. Open your default apps:
4. Original version: Click System and then Default apps.
5. Creator's Update: Click Apps and then Default apps.
6. At the bottom, under “Web browser,” click your current browser (typically Microsoft Edge).
7. In the “Choose an app” window, click Google Chrome.
To easily open Chrome later, add a shortcut to your taskbar:
1. On your computer, open Chrome.
2. In the Windows taskbar at the bottom, right-click on Chrome.
3. Click Pin to taskbar.
What if nothing from this list helps my device issues?
If you have gone through this list and nothing seems to be working, please submit a ticket to support and include the following:
- What steps you are taking to get you to this point. Example: When I log into my WebManager account, I get a spinning circle for about 30 seconds and then an error message comes up (see screenshot). OR When I try to access 'www.examplewebsite.com' I am not able to see images once I click on this category. Sharing your steps is important because it allows our team the ability to really try to replicate the issue and diagnose the problem.
- That you went through all 8 steps of trying to troubleshoot your device.
- The HAR file pulled from Google Dev Tools.
- What type of device you are using. Please include the year, what software your device is running on, and what kind of device (tablet/laptop).
- How long this issue has been going on.
- What browser you are seeing this issue on and if you have tested it in a private browser.
- What Juniper Products you are trying to access or B2B Directsites you are trying to visit.
- Screenshots of the errors and issues (if you can include a screen recording, that would be a huge help).
Then, you can submit a ticket to support with all this information and our team can begin taking a look!
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