Technical Assistance & Support


 





Basic Conflict Troubleshooting

Browser Versions

If you are having problems in viewing a website properly, your web browser could be out of date. Please check with your browser versions and update them to the most recent version. View our Browser and Device Support Policy for additional details, including mobile browser support.

Add-on Conflicts

Another possibility for distorted view could be add-on or software conflicts. Having multiple add-ons will consume browser space and resources. Check if you have installed multiple toolbars and customize them to be more efficient, the following steps suggest how to verify and customize them. For site functionality, several add-ons are required to make everything work correctly. Below is a list of software tools our site uses in the event of conflicts: Ensure updated to most recent versions, check for compatibility issues and make sure all are enabled and running:

Internet Explorer No Add-Ons Mode

To identify if an incompatible browser add-on or extension is the root of your troubles, we recommend taking advantage of Internet Explorer's (No Add-ons) mode. 

  1. If Internet Explorer is not already part of your taskbar or desktop screen, search for the application
    internet_explorer_search.png
  2. Click Internet Explorer (No Add-ons)
    • Note: If your browser appears to be working properly in Internet Explorer (No Add-ons) mode, continue with the following steps to help identify which add-on may be causing the problems.
  3. In Internet Explorer, find the Menu toolbar (alt-F)
    menu_toolbar.png
  4. Select Tools > Manage Add-ons
    manage_add-ons.png
    • Note: This will open a dialog box.
  5. Select Search Providers menu item from the left-hand side menu
    search_providers.png
  6. If you have multiple add-ons, disable them all or keep the best one you like
  7. Restart IE normally to test and see if your issue is resolved

Note: If the problem persists, you will need to repeat steps 1-4 until you have identified the specific add-on causing the problem.

Note: Disable several add-ons at once to speed up your process of elimination.

Firefox (Mozilla) Safe Mode

To identify if an incompatible browser add-on or extension is at the root of your troubles, we recommend taking advantage of Firefox Safe Mode. 

  1. If Firefox is not already part of your taskbar or desktop screen, search for the application or download here
    firefox.png
  2. Open Firefox
    • Note: If your browser appears to be working properly in Firefox (No Add-ons) mode, continue with the following steps to help identify which add-on may be causing the problems.
  3. Go to Menu Bar (" alt F")
    menu_bar.png
  4. Select Tools > Add-ons
    add-ons.png
    • Note: This will open a dialog box.
  5. Disable unnecessary add-ons using the toggle switches
    firefox_page.png

Cache Problem

The cache on your browser is a place on your hard disk where the browser keeps things that it downloaded once in case they’re needed again. For example, when you first visit a page on this site, the browser downloads the logo into the cache and displays it on the page you’re viewing. For each additional page you visit, the logo doesn’t need to be downloaded again; as long as the same logo is displayed, it’s already on your hard disk, so it can load faster!

Of course, the cache has a size limit, and when the cache gets full or if you begin seeing errors or elements that do not appear correctly, some items need to be discarded to make more space and resolve any display issued. 

Hard Refresh

After changes, it is helpful to run a hard refresh on your browser to ensure you are seeing the updates just saved. To complete this, hold down Ctrl+ F5 on your computer to get a new image of a website directly from the server, which bypasses a cached version of a page. Please note the Hard Refresh is best for PC users, these directions may be different if you are on MAC or laptop, or have assigned special key bindings to your keyboard.

Internet Explorer (IE) - Delete Cookies

  1. Select Tools > Internet Options
    internet_option.png
  2. On General Tab, select Delete button under Browsing History category
    delete.png
  3. Select Temporary Internet Files and Cookies
    temp_files_cookies.png
    • Note: Best option would be to select all
    • Note: Select all clears all saved information, which forces you to key in some of the website URL's or ID/passwords when you browse
  4. Hit Delete button
    Delete2.png

FireFox - Override Cache Management

  1. Navigate Tools > Options
    tools_options.png
  2. Select the Privacy & Security tab
    Privacy_and_Security.png
  3. Under Cached Web Content, select the Override automatic cache management

Safari - Empty Caches

  1. From your Safari menu bar click Safari > Preferences
  2. Select Advanced tab option
  3. Select Show Develop menu in menu bar
  4. From the menu bar select Develop > Empty Caches

Google Chrome - Clear Cache

    1. Click on the three dots in the upper right-hand corner
      Google_Chrome_Settings.png
    2. Select More Tools > Clear Browsing Data
      Clear_Browsing_Data.png
    3. Review Basic fields
      Basic_Fields.png
      • Time range: Choose a specific time range to clear from
      • Browsing History: Clear your history and auto-completes in the address bar
      • Cookies and other site data: Signs you out of most sites
      • Cached images and files: Clears cached images and files
    4. Review other Advanced fields
      Advanced.png
      • Passwords: Clears passwords
      • Autofill form data: Clears auto-fill data for forms
      • Content settings: Clears content settings
      • Hosted app data: Clears hosted app data
      • Media licenses: Clears media licenses; may lose access to protected content form some sites
    5. Click Clear Data 
      Clear_Data.png

Clear Local DNS Cache

To flush DNS for a computer running Windows, please follow these steps:

  1. Search Command Prompt Window
    Command_Prompt.png
  2. Within the prompt, type ipconfig /flushdns
    Prompt_Screen.png
  3. Hit enter and you should see a message stating Successfully flushed DNS Resolver Cache
    Enter_Cache.png

To flush DNS for a computer running Mac OS, please follow these steps:

  1. On your local machine, open a Terminal Window.
  2. Within the prompt, type "lookupd -flushcache".
  3. Hit enter; there will be no message but at this time please reattempt connection to your domain.

Clear DNS Server Cache

Using the Windows interface:

  1. Open DNS
  2. In the console tree, click the applicable DNS server
  3. On the Action menu, click Clear Cache

Using a command line:

  1. Search Command Prompt Window
    Command_Prompt.png
  2. Type the Dnscmd ServerName /clearcache and then press ENTER
  3. A message will display indicating the cache as cleared

Compatibility Mode

If you are using IE8/9 check if the compatibility mode is turned on.

  1. Go to Menu (alt-F) and select Tools > Compatibility View/Compatibility View Settings 
    compatability_view.png
  2. Checkmark the box for Display intranet sites in Compatibility View and close window
    display_intranet_sites.png
  3. Use Ctrl-F5 to refresh page

Enable JavaScript

Some options on your website will be limited or unavailable without having JavaScript enabled, as this is a programming language used to make some content functional.

  1. If using Internet Explorer, select Settings > Internet Options
    internet_options.png
  2. In new dialog box, select the Security tab
    Security.png
  3. Select Custom level...
    Custom_Level.png
  4. Scroll down to Scripting and select Enable for all options
    Enable_Scripting.png
  5. Click OK
    OK.png
  6. Test if you have Java enabled with this page; access directions to enable on browsers not listed here
    Enable_Java.png

Check security settings/firewall & security software to ensure no conflicts exist

  1. Trust the site or disable security to test if you are comfortable with this step
  2. Make sure there are no issues with using a site that is encrypted, you can tell if a page is using this because the URL will show https:// instead of just http://

Navigate to Mega Proxy and use the Try it free option to navigate to the site and test. Try using a different computer (if a friend or work computer is not available most public library's have free use of computers/Internet available).

General Troubleshooting Questions

If you are submitting a ticket to our support team, some helpful questions to have answered include the following:

  • Where does this error occur? (e.g. In pages on live side, news module on admin side)
  • What action is being completed when the error occurs?
  • How often does this occur, only in certain pages/modules or in multiple sections? Sometimes or every time?
  • Does this occur for other users taking the same actions?
  • Does this occur for this user on a different browser? ...different computer?
  • Try on your mobile smartphone or device (off-network -may need to disable Wi-Fi), does this still occur?



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