Browser troubleshooting

QUESTION:

I am experiencing issues with some of your websites. What can I do? 

ANSWER:


If you encounter issues on our websites, such as the page staying blank or not loading it all, the reason is probably related to the browser you are using and the data stored by the browser. 

Usually, the issue can be solved by very easy troubleshooting which we will summarise below.

Some of the steps may vary slightly, depending on the browser you are using. There is a variety of browsers on the market but we will limit our article to the most popular ones. If you use a browser that is not listed below, you should be able to find instructions for your browser on its support page. 


Step 1: Incognito mode
This mode is available in all newer browsers and allows you to browse privately. Your browser will not record the websites you visit. It will also not use its own cache or cookies stored to load the websites. 

How to enter incognito mode:

Mozilla Firefox (or for quick access: Ctrl+Shift+P)
Chrome (or for quick access: Ctrl+Shift+N)
Microsoft Edge (or for quick access: Ctrl+Shift+P)
Internet Explorer: Settings > Safety > InPrivate Browsing (alternatively, press Ctrl+Shift+P on your keyboard)
 

Step 2: Try a mobile device
If a browser on your computer does not work, try using a smartphone or tablet, if available. All of our websites can be reached from mobile devices. 


Step 3: Try a different browser
If you have another browser installed on your system, try opening the website with that one. The Windows operating system includes Internet Explorer or Microsoft Edge - If you are not already using those, you could test the webpage on them. Alternatively, you can download one of the many free browsers available on the internet.


Step 4: Clear browsing history
Your browsing history contains a record of websites that you visited previously. This is done to speed up the process next time you want to visit those websites. However, if the information is outdated or corrupt, it can lead to display issues. Also, clearing the history helps to make way for new pages and to remove unwanted ones.

This is how you do it:

Mozilla Firefox
Chrome
Microsoft Edge
Internet Explorer


Step 5: Clear cache and cookies
Similar to the browsing history, your cache and the cookies you saved contain information about websites you have previously visited (such as settings you may have made) and help to increase the speed with which the websites load at your next visit. Clearing cache and cookies is a way to delete the information stored, reset and force the browser to load the website from scratch. 

Mozilla Firefox
Chrome
Microsoft Edge
Internet Explorer:
Tools (in IE9: the small gear icon in the top right corner) > Internet Options
- In the tab General go to Browsing History > Delete 
- Uncheck Preserve Internet Files, Cookies, History
- Decide if you want to delete Data and Passwords as well and check or uncheck the box
- Click Delete, confirm with OK.
- Restart Internet Explorer to finalise the process


Step 6: Enable cookies (if previously disabled)
Some websites need cookies to work properly. Enabling them allows websites to store information on your computer that may be necessary for them to function. If cookies are disabled, it may cause some features and functionalities of websites to be blocked. Cookies are usually enabled by default. If they were disabled at some point, re-enabling first and third party cookies helps to test if cookies are the cause for issues with a certain website.

This is how you do it: 

Mozilla Firefox
Chrome
Internet Explorer
Microsoft Edge:
- Click on More actions in the toolbar and select Settings
- Search for View advanced settings and click to open
- Look for the section Cookies and select Don't block cookies (default) 
- Restart Edge to finalise the process

Associated Platforms

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