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Browser problem solving

If you run into issues using a web application there are a number of common troubleshooting steps that should be performed BEFORE changing any settings or configuration. Often the problem can be caused by a conflict with another program, a software update that requires the program or computer to be restarted. Restarting the computer refreshes and gets everything working correctly. If you make unnecessary setting changes you will just create a whole new set of problems...

If the Internet browser you're using or the page you're viewing is displaying problems, first try exiting all programs, shut down the computer, restart, open the browser, and clear the browser's cache (where it stores previously visited files). If that doesn't fix the problem, next try clearing the browser's cookies.

  1. shut down or exit ALL programs.
  2. shut down and restart your computer (DO NOT reboot! Use the correct shut down procedure.)
  3. open ONLY your browser (no other programs in background).
  4. empty the browser cache and delete cookies.

The instructions for clearing the cache and cookies may be different for each browser and version. Below are the steps for several commonly used browsers and versions. To get started, click the browser you're using:

Microsoft Internet Explorer

Mozilla Firefox

Apple Safari

Google Chrome


Microsoft Internet Explorer

Tip: To find your browser version, in Internet Explorer, click "Help," and then click "About Internet Explorer." If you don't see the "Help" menu, press "Alt" to show the menus.

Internet Explorer 7.x

1) Cache. First try clearing the browser cache for the version you're using:

  1. In Internet Explorer, click the "Tools" menu. If you don't see the "Tools" menu, press "Alt" to show the menus.
  2. Click "Internet Options."
  3. Click the "General" tab.
  4. Click the "Delete" button.
  5. In the Temporary Internet Files section, click "Delete Files."
  6. In the Delete Files dialog box, click "OK."
    Note: It can take several minutes for the cache history to be deleted.
  7. Click "OK" to close "Internet Options."

2) Cookies. If clearing the cache doesn't fix the problem, next you may want to try clearing the browser cookies.

Important! While deleting the browser cookies may fix the problem, it also removes your saved settings for sites you've previously visited.

  1. In IE7, click the "Tools" menu. If you don't see the "Tools" menu, press "Alt" to show the menus.
  2. Click "Internet Options."
  3. Click the "General" tab.
  4. Click the "Delete" button.
  5. In the Cookies section, click "Delete Cookies."
  6. In the "Delete Cookies" dialog box, click "OK."
  7. Click "OK" to close "Internet Options."

Internet Explorer 6.x

Note! Due to security risks associated with IE6 it is strongly suggested that users upgrade to IE7+. We do not support the use of IE6 with our website.

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Mozilla Firefox

Tip: To find the version, in Firefox:

On Windows, click "Help," and then click "About Mozilla Firefox."

On Max OS X, click "Firefox," and then click "About Mozilla Firefox."

1) Cache. First try clearing the browser cache for the version you're using:

Firefox 3.x for Windows

  1. In Firefox, click the "Tools" menu.
  2. Click "Options."
  3. Click "Advanced."
  4. Click the "Network" tab.
  5. In the Offline Storage section, click "Clear Now."
  6. Click "OK" to close "Options."

Firefox 3.x for Mac OS X

  1. In Firefox, click the "Firefox" menu.
  2. Click "Preferences."
  3. Click "Advanced."
  4. Click the "Network" tab.
  5. In the Offline Storage section, click "Clear Now."
  6. Click "OK" to close "Preferences."

2) Cookies. If clearing the cache doesn't fix the problem, next you may want to try clearing the browser cookies.

Important! While deleting the browser cookies may fix the problem, it also removes your saved settings for sites you've previously visited.

Firefox 3.x for Windows

  1. In Firefox, click the "Tools" menu.
  2. Click "Options."
  3. Click "Privacy."
  4. In the Cookies section, click "Show Cookies."
  5. In the Cookies dialog box, click "Remove All Cookies."
  6. Click "OK" to close the "Cookies" dialog box.
  7. Click "OK" to close "Options."

Firefox 3.x for Mac OS X

  1. In Firefox, click the "Firefox" menu.
  2. Click "Preferences."
  3. Click "Privacy."
  4. In the Cookies section, click "Show Cookies."
  5. In the Cookies dialog box, click "Remove All Cookies."
  6. Click "OK" to close the "Cookies" dialog box.
  7. Click "OK" to close "Preferences."

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Apple Safari

Tip: To find the version, in Safari: On Mac OS X, click "Safari," and then click "About Safari." On Windows, click "Help," and then click "About Safari."

1) Cache. First try clearing the browser cache for the version you're using:

Safari 3.x for Mac OS X

  1. In Safari, click the "Safari" menu.
  2. Click "Empty Cache."
  3. Click "Empty."

Safari 3.x for Windows

  1. In Safari, click the "Edit" menu.
  2. Click "Empty Cache."
  3. Click "Empty."

2) Cookies. If clearing the cache doesn't fix the problem, next you may want to try clearing the browser cookies.

Important! While deleting the browser cookies may fix the problem, it also removes your saved settings for sites you've previously visited.

Safari 3.x for Windows

  1. In Safari, click the "Safari" menu.
  2. Click "Preferences."
  3. Click "Security."
  4. Click "Show Cookies."
  5. Click "Remove All."
  6. Click "Done" to close the Cookies list.
  7. Close the Preferences dialogue box.

Safari 3.x for Mac OS X

  1. In Safari, click the "Edit" menu.
  2. Click "Preferences."
  3. Click "Security."
  4. Click "Show Cookies."
  5. Click "Remove All."
  6. Click "Done" to close the Cookies list.
  7. Close the Preferences dialogue box.

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Opera

Tip: To find the version, in Opera:

On Windows, click "Help," and then click "About Opera."

On Mac OS X, click "Opera," and then click "About Opera."

1) Cache. First try clearing the browser cache for the version you're using:

Opera 9.x for Windows

  1. In Opera, click the "Tools" menu.
  2. Click "Preferences."
  3. Click the "Advanced" tab.
  4. In the left-hand column, click "History."
  5. In the Disk cache section, click "Empty Now."
  6. Click "OK" to close "Preferences."

Opera 9.x for Mac OS X

  1. In Opera, click the "Opera" menu.
  2. Click "Preferences."
  3. Click the "Advanced" tab.
  4. In the left-hand column, click "History."
  5. In the Disk cache section, click "Empty Now."
  6. Click "OK" to close "Preferences."

2) Cookies. If clearing the cache doesn't fix the problem, next you may want to try clearing the browser cookies.

Important! While deleting the browser cookies may fix the problem, it also removes your saved settings for sites you've previously visited.

Opera 9.x for Windows

  1. In Opera, click the "Tools" menu.
  2. Click "Delete Private Data."
  3. Click "Detailed Options."
  4. Select "Delete all Cookies."
  5. Clear the check box for any of the other Private Data options that you don't want to delete.
  6. Click "Delete."

Opera 9.x for Mac OS X

  1. In Opera, click the "Opera" menu.
  2. Click "Delete Private Data."
  3. Click "Detailed Options."
  4. Select "Delete all Cookies."
  5. Clear the check box for any of the other Private Data options that you don't want to delete.
  6. Click "Delete." 

Google Chrome

Please review the instructions found in the Google Chrome Help Center.

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