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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 website 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 (saved files that are created by websites you’ve visited) and your browser’s cache (saved files that help 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 don't run into the issue on Incognito or Private mode (which simulates cleared cache and cookies), it may be time to clear the cache, cookies & offline data

How to open incognito/private mode, and clear your cache and cookies

Google Chrome

These instructions are for Google Chrome for PC/Mac devices. If you need instructions for your smartphone or tablet, please select one of the other drop-down options below for your Android or iOS mobile device.

How to enter incognito mode

  1. Open Google Chrome.
  2. At the top right, click More More, then click New Incognito Window.
  3. A new incognito window will open. To check if you're in Incognito mode, look for the incognito icon Incognito mode at the top-right of the window.

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.

How to clear the cache and cookies

  1. Open Google Chrome.
  2. On your browser toolbar in the upper right corner, click More More. Point to More tools, and then click Clear browsing data.
  3. In the "Clear browsing data" box, make sure the time range is set to All Time, and then click the checkboxes for Cookies and other site dataCached images and files, and Hosted app data.
  4. Click Clear browsing data.
  5. Quit (don't just close) your browser and reopen it. Any changes you've made will automatically be saved. Your cache and cookies will be successfully cleared.

Mozilla Firefox

How to enter private mode

  1. Open Firefox.
  2. Click the menu button and then click New Private Window.
  3. A new private window will open. To check if you're in a private window, look for the purple and white mask icon at the top-right of the window.

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

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

How to clear the cache and cookies

  1. Open Firefox.
  2. Click the menu button and choose Options.
  3. On the menu to the left, select Privacy & Security.
  4. Under the Cookies and Site Data option, click the "Clear Data..." button.
  5. In the Cached Web Content section, click Clear. You may get a small pop-up window for confirmation. If you do, click Clear Now.
  6. Quit (don't just close) your browser and reopen it. Any changes you've made will automatically be saved. Your cache and cookies will be successfully cleared.

Safari for macOS

How to enter private mode

  1. Launch Safari on your Mac.
  2. Click on the File menu and select New Private Window. Alternately, you can open a private window by holding command + shift + N.
  3. A new private 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.

How to clear the cache and cookies

  1. Click Safari in the upper left hand side of your screen. In the menu that appears, click Clear History....
  2. In the window that appears, select all history, and then select Clear History.
  3. Quit (don't just close) your browser and reopen it. Your cache and cookies will be successfully cleared.

Microsoft Edge

How to enter private mode

  1. Open Microsoft Edge.
  2. Select the Hub icon (three horizontal lines at top bar) > New InPrivate window. Alternately, you can open a private window by holding Ctrl+ shift + N.
  3. A new private window will open. To check if you're in a private window, you should see the word "InPrivate" on the top-right of the window.

How to clear the cache and cookies

  1. Open Microsoft Edge.
  2. Select the Hub icon (three horizontal lines at top bar) > HistoryClear browsing data.
  3. Make sure the time range is set to "All time", and that you select “Cookies and other site data” and “Cached images and files”. Then, click Clear Now.
  4. Quit (don't just close) your browser and reopen it. Your cache and cookies will be successfully cleared.

Internet Explorer

How to enter private mode

  1. Open Internet Explorer.
  2. Select Tools (via the Gear Icon) > Safety > InPrivate Browsing. Alternatively, you can open a private window by holding Ctrl + Shift + P.
  3. A new private window will open. To check if you're in a private window, you should see the word "InPrivate" on the top-left of the window next to the address bar.

How to clear the cache and cookies

  1. Open Internet Explorer.
  2. Select Tools (via the Gear Icon) > Safety > Delete browsing history....
  3. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet files and website files and Cookies and website data. Then click Delete.
  4. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.
  5. Quit (don't just close) your browser and reopen it. Your cache and cookies will be successfully cleared.

Safari for iOS mobile devices

How to enter private mode

  1. On your iPhone, iPad, or iPod touch, open Safari, then tap  .
  2. Tap Private, then tap Done.
  3. A new private window appears. If you tap on the address bar, you will be informed that you are in private browsing mode.

How to clear the cache and cookies

  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 History and Website Data.
  4. On the confirmation pop-up, tap Clear History and Website Data. Your cache and cookies will be successfully cleared.

Google Chrome for iOS mobile devices

How to enter incognito mode

  1. Open the Chrome app Chrome.
  2. Tap More (3 dots in a horizontal line), then tap New Incognito Tab.
  3. A new window will open. To check if you're in Incognito mode, on the address bar at the top, look for the gray incognito icon Incognito mode.

How to clear the cache and cookies

  1. Open the Chrome app Chrome.
  2. Tap More (3 dots in a horizontal line), then tap History.
  3. Tap Clear Browsing Data.
  4. At the top, select the time range: All Time. Select the checkboxes for Cookies and site data and Cached images and files. Once you've made sure they are selected, tap on Clear Browsing Data.
  5. On the confirmation pop-up, select Clear Browsing Data. Your cache and cookies will be successfully cleared.

Google Chrome for Android mobile devices

How to enter incognito mode

  1. Open the Chrome app Chrome.
  2. On your browser toolbar, tap More More, then tap New Incognito Tab.
  3. A new window will open. To check if you're in Incognito mode, on the top-left, look for the gray incognito icon Incognito mode.

How to clear the cache and cookies

  1. Open the Chrome app Chrome.
  2. On your browser toolbar, tap More More, then tap History.
  3. Tap Clear browsing data....
  4. At the top, select the time range: All Time. Select the checkboxes for Cookies and site data and Cached images and files. Once you've made sure they are selected, tap on Clear data. Your cache and cookies will be successfully cleared.

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