Ask the user the following:

  • Have you tried other browsers ? IF not please do so
  • Have you restarted your browser ? IF not please do so


If those tests have proved unsuccessful try clearing your cache and cookies by doing the following:

Chrome:

  1. On your computer, open Chrome.
  2. At the top right, click More (three dots)
  3. Click settings
  4. Scroll to the end of the page and select Advanced
  5. Under Privacy and Security click Clear Browsing Data
  6. At the top, choose a time range. Select All time.
  7. Select the following: Download History, Cookies and other site data, cached images and files (OPTIONAL: Browsing History)
  8. Click Clear Data.

Firefox:

  1. On your computer, open Firefox.
  2. At the top right, click More (three lines)
  3. Click options
  4. Click Privacy and Security (left pane)
  5. Scroll down to Cookies and Site Data
  6. Click Clear Data 
  7. Select the following: Cookies and other data, cached web content
  8. Click Clear.