Step-by-Step Troubleshooting Instructions

Clear Browser Cache and Cookies

• Follow the instructions provided in the browser cache clearing guide included in this document to clear your cache on your specific device and browser.

Update Your Browser

• Google Chrome: Click the three dots (⋮) in the top-right corner > Help > About Google Chrome > Update.
• Mozilla Firefox: Click the three lines (☰) in the top-right corner > Help > About Firefox > Update.
• Microsoft Edge: Click the three dots (⋮) in the top-right corner > Help and feedback > About Microsoft Edge > Update.
• Safari (macOS): Click on Safari in the menu bar > Preferences > Updates.

Disable Browser Extensions

• Try disabling extension using the instructions included in this document, especially ad blockers or security plugins, and attempt to log in again.

Open an Incognito Window in Your Browser

Use a Different Browser or Device

Instructions for Clearing Browser Cache

For Computers (Windows and macOS)

Google Chrome

1. Open Chrome.
2. Click on the three dots (⋮) in the top-right corner of the browser window.
3. Select More tools > Clear browsing data.
4. Choose a time range. To delete everything, select All time.
5. Check the boxes next to "Cookies and other site data" and "Cached images and files".
6. Click Clear data.

Mozilla Firefox

1. Open Firefox.
2. Click on the three lines (☰) in the top-right corner of the browser window.
3. Select Options (Windows) or Preferences (macOS).
4. Go to the Privacy & Security panel.
5. In the Cookies and Site Data section, click Clear Data.
6. Ensure that the boxes for "Cookies and Site Data" and "Cached Web Content" are checked.
7. Click Clear.

Microsoft Edge

1. Open Edge.
2. Click on the three dots (⋮) in the top-right corner of the browser window.
3. Select Settings.
4. Click on Privacy, search, and services.
5. Under Clear browsing data, click Choose what to clear.
6. Select a time range, and then check the boxes for "Cookies and other site data" and "Cached images and files".
7. Click Clear now.

Safari (macOS)

1. Open Safari.
2. Click on Safari in the menu bar and select Preferences.
3. Go to the Advanced tab and enable Show Develop menu in menu bar.
4. Close the Preferences window.
5. Click on Develop in the menu bar and select Empty Caches.

For Android Phones

Google Chrome

1. Open Chrome.
2. Tap on the three dots (⋮) in the top-right corner.
3. Select History, then Clear browsing data.
4. Choose a time range. To delete everything, select All time.
5. Check the boxes next to "Cookies and site data" and "Cached images and files".
6. Tap Clear data.

Samsung Internet

1. Open the Samsung Internet browser.
2. Tap on the three lines (☰) in the bottom-right corner.
3. Select Settings > Privacy and security.
4. Tap Delete browsing data.
5. Select Cache and Cookies and site data.
6. Tap Delete.

For iPhone

Safari

1. Open Settings.
2. Scroll down and tap on Safari.
3. Scroll down and tap Clear History and Website Data.
4. Confirm by tapping Clear History and Data.

Google Chrome

1. Open Chrome.
2. Tap on the three dots (⋮) in the bottom-right corner.
3. Select History, then Clear browsing data.
4. Choose a time range. To delete everything, select All time.
5. Check the boxes next to "Cookies, site data" and "Cached images and files".
6. Tap Clear browsing data.

How to Disable Browser Extensions

For Computers (Windows and macOS)

Google Chrome

1. Open Chrome.
2. Click on the three dots (⋮) in the top-right corner.
3. Select More tools > Extensions.
4. Toggle off the switch next to each extension to disable it.
5. To re-enable, simply toggle the switch back on.

Mozilla Firefox

1. Open Firefox.
2. Click on the three lines (☰) in the top-right corner.
3. Select Add-ons and themes.
4. Click on Extensions in the left sidebar.
5. Click the blue toggle next to each extension to disable it.
6. To re-enable, click the toggle again.

Microsoft Edge

1. Open Edge.
2. Click on the three dots (⋮) in the top-right corner.
3. Select Extensions.
4. Click the toggle switch next to each extension to disable it.
5. To re-enable, click the toggle switch again.

Safari (macOS)

1. Open Safari.
2. Click on Safari in the menu bar and select Preferences.
3. Go to the Extensions tab.
4. Uncheck the box next to each extension to disable it.
5. To re-enable, check the box again.

For Mobile Devices

Google Chrome on Android

1. Open Chrome.
2. Tap on the three dots (⋮) in the top-right corner.
3. Select Extensions.
4. Tap on each extension to open its settings.
5. Toggle off the switch to disable the extension.
6. To re-enable, toggle the switch back on.

Google Chrome on iOS

• Note: As of now, Chrome on iOS does not support extensions.

Safari on iOS

1. Open Settings.
2. Scroll down and tap on Safari.
3. Tap on Extensions.
4. Tap on each extension to open its settings.
5. Toggle off the switch to disable the extension.
6. To re-enable, toggle the switch back on.

Samsung Internet on Android

1. Open Samsung Internet.
2. Tap on the three lines (☰) in the bottom-right corner.
3. Select Extensions.
4. Tap on each extension to open its settings.
5. Toggle off the switch to disable the extension.
6. To re-enable, toggle the switch back on.

How to Open an Incognito Window
in Your Browser

For Computers (Windows and macOS)

Google Chrome

1. Open Chrome.
2. Click on the three dots (⋮) in the top-right corner.
3. Select New incognito window.
4. A new window will open with a dark background and a "You've gone incognito" message.

Mozilla Firefox

1. Open Firefox.
2. Click on the three lines (☰) in the top-right corner.
3. Select New Private Window.
4. A new window will open with a purple mask icon and a "You're in a Private Window" message.

Microsoft Edge

1. Open Edge.
2. Click on the three dots (⋮) in the top-right corner.
3. Select New InPrivate window.
4. A new window will open with a dark background and an "InPrivate" label.

Safari (macOS)

1. Open Safari.
2. Click on File in the menu bar.
3. Select New Private Window.
4. A new window will open with a dark Smart Search field and a "Private Browsing Enabled" message.

For Mobile Devices

Google Chrome on Android and iOS

1. Open Chrome.
2. Tap on the three dots (⋮) in the top-right corner (Android) or bottom-right corner (iOS).
3. Select New incognito tab.
4. A new tab will open with a dark background and a "You've gone incognito" message.

Safari on iOS

1. Open Safari.
2. Tap on the tabs icon (two overlapping squares) in the bottom-right corner.
3. Tap on Private in the bottom-left corner.
4. Tap on the + icon to open a new private tab.
5. A new tab will open with a dark Smart Search field and a "Private Browsing Mode" message.

Samsung Internet on Android

1. Open Samsung Internet.
2. Tap on the three lines (☰) in the bottom-right corner.
3. Select Turn on Secret mode.
4. Set up a password or biometric lock if prompted.
5. A new tab will open with a "Secret mode" label.