Browser Troubleshooting

If you're having trouble using any of UCI's web applications (e.g. Canvas, Zotportal, KFS), the first step in troubleshooting should be to try Incognito Mode or Private Mode to see if the issue is with the web site or your browser. Every browser has its own version of this.

When you enter Incognito or Private Mode, you force the browser to reload the website from the server instead of relying on your browser's local cache & cookies. Cookies (which are files created by websites you’ve previously visited) and your browser’s cache (which helps pages load faster) make it easier for you to browse the web. While the cache & cookies can make surfing the web better, sometimes they can have the opposite effect because they can get corrupted.

If you can't repeat the problem while in Incognito or Private mode, it may be time to clear the cache, cookies & offline data. Here's how to launch incognito/private mode & how to clear your cache on the 5 most popular web browsers across all platforms (macOS, PC, iOS, Android).

Google Chrome

PC/Mac

Enter Incognito Mode

  1. Open Chrome.
  2. At the top right, click More More and then New Incognito Window.
  3. A new window will open. In the top corner, check for the gray Incognito icon Incognito mode.

You can also use a keyboard shortcut to open an Incognito window:

  • Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.
  • Mac: Press ⌘ + Shift + n.

Clearing the Cache

  1. Open Chrome.
  2. On your browser toolbar in the upper right corner, click More More.
  3. Point to More tools, and then click Clear browsing data.
  4. In the "Clear browsing data" box, click the checkboxes for Cookies and other site and plug-in dataCached images and files, and Hosted app data.
  5. Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
  6. Click Clear browsing data.
  7. On your browser toolbar, tap More More and then select Quit to quit the browser.

Enabling Flash

  1. Select the icon to the left of the URL in the address bar.
    • The icon will either be a lock icon if the connection is using HTTPS or it’ll be an information icon if the connection is non-secure.
  2. When you select this icon, a dropdown menu will appear. Choose the option Site Settings.
  3. On a new page, you’ll see a number of settings you can configure for that particular site. By default, Flash will be set to (Ask) default, which means the browser should ask you if you want to enable Flash for a site that has Flash content.
    • Change this setting to Always Allow On This Site.
  4. Click anywhere else on the screen to make the settings windows disappear.
  5. You should see a prompt appear near the address bar asking you to select Reload in order to save your settings. Select Reload and the page will refresh.

You're all set!

Android

Enter Incognito Mode

  1. Touch the menu button (three dots in a vertical line) and then touch “New incognito tab” on the drop-down menu.

Clearing the Cache

  1. Open Chrome.
  2. On your browser toolbar, tap More More.
  3. Tap History, and then tap Clear browsing data.
  4. Under "Clear browsing data," select the checkboxes for Cookies and site data and Cached images and files.
  5. Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
  6. Tap Clear browsing data.

iOS

Enter Incognito Mode

  1. Open the Chrome app Chrome.
  2. Tap More More and then New Incognito Tab.
  3. A new window will open.
    • To check if you're in Incognito mode, at the top, tap the address bar. On the left, look for the gray Incognito icon Incognito mode.

Clearing the Cache

  1. Open Chrome.
  2. On your browser toolbar, tap More More.
  3. Tap History, and then tap Clear browsing data.
  4. Under "Clear browsing data," select the checkboxes for Cookies and site data and Cached images and files.
  5. Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
  6. Tap Clear browsing data.

Mozilla Firefox

Enter Private Mode

  1. Click the menu button and then click New Private Window.
    Firefox - New private window

Clearing the Cache

  1. Click the menu button and choose Preferences.
    Firefox- Preferences
  2. Select the Advanced panel.
  3. Click on the Network tab.
  4. In the Cached Web Content section, click Clear Now.
  5. Quit (don't just close) your browser and reopen it. Any changes you've made will automatically be saved.

Internet Explorer

  1. Select Tools (via the Gear Icon) > Safety > Delete browsing history....
    • NOTE: You can also access this menu by holding Ctrl + Shift + Delete.
  2. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete.
  3. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.
  4. Quit (don't just close) your browser and reopen it.

Enable/Disable the Flash Plugin

  1. Open Internet Explorer browser, click the small Tools (Gear icon) located upper-right of the browser (just below the caption buttons) and then click Manage add-ons option to open Manage Add-ons dialog.
  2. In the left-pane, click Toolbars and Extensions to view all installed Toolbars and Extensions on the right-side.
  3. Look for the entry named Shockwave Flash Object, right-click on the same, and then click Enable button to enable the Flash Player.
  4. Close Manage Add-ons dialog and then restart your Internet Explorer browser to enable Adobe Flash Player.

Apple Safari

Enter Private Browsing

  1. Launch Safari on your Mac.
  2. Click on the File menu and select New Private Window — alternately, you can hold down the command and shift keys and type N.
  3. A new window appears with a dark colored search field instead of a white/opaque one. This is how you can tell you're using a private browsing window.

Clearing the Cache

  1. Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences.
  2. In the window that appears, click the Privacy tab. Click the button Remove All Website Data....
  3. Click Remove Now in the pop up window that appears.
  4. Quit (don't just close) your browser and reopen it.

Enable Flash

  1. Open Safari, and choose Safari > Preferences.
  2. Click the Websites tab and scroll down to the Plug-ins section.
  3. In the bottom left, make sure the box is checked next to Adobe Flash Player.
  4. On the right, under the Configured Websites section, you should see the site uc.sumtotal.host. Change the pulldown menu to On.
    • If you don't see the site uc.sumtotal.host, go to the bottom and change the setting When visiting other websites to Ask.

iOS

Enter Private Browsing

On your iPhone, iPad, or iPod touch, open Safari, then tap  . Tap Private, then tap Done.

Clearing the Cache

  1. From the home screen, tap the Settings button.
  2. On the Settings screen, scroll down and tap the Safari button.
  3. Under the 'Privacy' section of the Safari screen, tap the button labeled Clear Cookies and Data.
  4. On the confirmation screen, tap Clear Cookies and Data.

Microsoft Edge

  1. Open Microsoft Edge and click on the Hub icon (three horizontal lines at top bar) and then click the History Icon.
  2. Now click “Clear all history“.
  3. Now select “Cookies and saved website data” and “Cached data and files” and click Clear.
  4. You will see the All Clear! message.
  5. Quit (don't just close) your browser and reopen it.

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