General troubleshooting

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Does something seem broken? Does everything seem broken? If our status says all is good, then the problem is most likely with the setup of your particular machine/device. Here’s what to try next:

{% if !is_mobile %} Temporarily disable any plugins you’re using, then quit & reopen the browser. {% endif %}{% if is_mobile %} Temporarily disable any plugins you’re using, then Quit & reopen the browser. {% endif %}
{% if browser_make == 'firefox' %}
1. Click Tools in the menu bar, then choose Add-ons.
2. If it isn’t already open, click the Plug-ins tab on the left-hand side of the page. For each item in the list, click the drop-down list at the far right hand side of each row, and select Never Activate.
3. Click the Extensions tab on the left-hand side of the page. For each item in the list, click the Disable button.
{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform != 'android' %}
1. Click Window in the menu bar, then choose Extensions.
2. For each extension in the list, toggle all extensions to Off mode.
{% endif %}{% endif %}{% if browser_make == 'ie' %}
1. Click the gear icon at the top right of the window to open the settings menu, and then click Internet options.
2. Click on the Programs tab, and then click the Manage add-ons button.
3. Click on Toolbars and extensions, and for each each item in the add-on list, click the item to select it, and then click Disable.
4. When every item has been disabled, click Close.
{% endif %}{% if browser_make == 'safari' %}{% if browser_platform != 'iphone' %}
1. Click Safari in the menu bar, and choose Preferences.
2. Click the Extensions tab, and then set the on/off switch to off.
{% endif %}{% endif %}
{% if !is_mobile %} show me how hide how-to {% endif %}
Make sure you have cookies enabled (including third-party cookies).
{% if browser_make == 'firefox' %}
1. In the top-right corner of the browser window, click the menu icon (the three horizontal bars), and select Preferences.
2. Click on the Privacy icon, and in the History section, click the Firefox will... drop down and select Use custom settings for history.
3. Make sure Accept cookies from sites is checked, and Accept third-party cookies is set to Always. In the Keep until drop-down, choose they expire.
{% endif %}{% if browser_make == 'chrome' %}{% if !is_mobile %}
1. Click Chrome in the menu bar, choose Preferences, and then click the Settings tab.
2. Click Advanced, then Privacy and Security, then Content settings, then Cookies.
3. Make sure Allow sites to save and read cookie data (recommended) is turned on.
{% endif %}{% endif %}{% if browser_make == 'ie' %}
1. Click the gear icon at the top right of the window to open the settings menu, and then click Internet options.
2. Click on the Privacy tab, and then click and drag the slider to the lowest setting. You’ll know it worked when the text reads "Accept All Cookies".
3. Click OK.
{% endif %}{% if browser_make == 'safari' %}{% if browser_platform != 'iphone' %}
1. Click Safari in the menu bar, and choose Preferences.
2. Click the Privacy tab, and make sure Block cookies and other website data is set to Never.
{% endif %}{% endif %}{% if browser_make == 'androidbrowser' %}
1. While using the browser, press your phone’s menu button, and then tap Settings.
2. Tap Content settings, and on the next screen make sure that Accept cookies is checked.
{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform == 'android' %}
1. While using the browser, press your phone’s menu button, and then tap Settings.
2. Tap Content settings, and on the next screen make sure that Accept cookies is checked.
{% endif %}{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform == 'iphone' %}
1. In the Chrome app on the iPhone, cookies are automatically turned on and stay on. You can simply proceed to the next troubleshooting step.
{% endif %}{% endif %}{% if browser_make == 'safari' %}{% if browser_platform == 'iphone' %}
1. Tap your Settings icon.
2. Scroll down to your apps list, and tap Safari.
3. In the Privacy & Security section, tap Block Cookies and select Allow from Websites I Visit.
{% endif %}{% endif %}
show me how hide how-to
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Clear your browser’s cache.
{% if browser_make == 'firefox' %}
1. From the History menu, select clear recent history.
2. In the dialog that appears, select Everything from the time range drop-down at the top. Make sure that Cookies, Cache, and Active Logins are all checked.
3. Click Clear now
{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform != 'android' %}{% if browser_platform != 'iphone' %}
1. Click Chrome in the menu bar, and select Clear browsing data...
2. In the dialog that appears, select All time from the drop-down list. Make sure both Cookies and other site data and Cached images and files are checked.
3. Click Clear browsing data.
{% endif %}{% endif %}{% endif %}{% if browser_make == 'ie' %}
1. Click the gear icon at the top right of the window to open the settings menu, and then click Internet options.
2. In the General tab, look for the Browsing history section, and click the Delete... button.
3. In the dialog that opens, make sure to un-check Preserve Favorites website data, then check Temporary Internet files and website files and check Cookies and website data.
{% endif %}{% if browser_make == 'safari' %}{% if browser_platform != 'iphone' %}
1. Click Safari in the menu bar, and choose Preferences.
2. Click the Privacy tab, and then click Remove all website data....
3. If prompted, click Remove now.
{% endif %}{% endif %}{% if browser_make == 'androidbrowser' %}
1. While using the browser, press your phone’s menu button, and then tap Settings.
2. Tap Privacy, and on the next screen, tap Delete personal data.
3. Make sure Cache and Cookies and site data are checked, then tap Clear.
{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform == 'android' %}
1. While using the browser, press your phone’s menu button, and then tap Settings.
2. Tap Privacy, and on the next screen, tap Clear browsing data at the bottom of the screen.
3. Make sure Clear the cache and Clear cookies, site data are checked, then tap Clear.
{% endif %}{% endif %}{% if browser_make == 'chrome' %}{% if browser_platform == 'iphone' %}
1. Tap the three dots ⋮ in the upper right corner, then tap Settings.
2. Tap Privacy, then Clear Browsing Data.
3. Make sure the Cookies, Site Data option and the Cache Images and Files options are checked on.
4. Then tap Clear Browsing Data.
{% endif %}{% endif %}{% if browser_make == 'safari' %}{% if browser_platform == 'iphone' %}
1. Tap your Settings icon.
2. Scroll down to your apps list, and tap Safari.
3. Scroll to the bottom of the list, and tap Clear History and Website Data.
4. If prompted, tap Clear History and Data.
{% endif %}{% endif %}
show me how hide how-to
Try using a different browser.
{% if !is_mobile %} We recommend Chrome or Firefox. {% endif %} If things start working, you can safely assume the problem is with your other browser. We can’t help you fix browser-specific issues, but with a little poking around in your settings you’re likely to stumble on the cause. If not, things might be sorted out with its next update.
{% if !is_mobile %} Still no luck? If there is an antivirus, firewall, or other internet security tool installed on your machine, temporarily disable it. {% endif %}{% if is_mobile %} Still no luck? If there is an antivirus, firewall, or other internet security tool installed on your device, temporarily disable it. {% endif %}
{% if !is_mobile %} Restart your machine. Seriously, it’s an uncelebrated miracle how often it works. {% endif %}{% if is_mobile %} Restart your device. Seriously, it’s an uncelebrated miracle how often it works. {% endif %}
If you’ve made it this far, the problem may be with your network.
{% if !is_mobile %}Have a look at the network to which your computer is connected. {% endif %}{% if is_mobile %}Have a look at the network to which your device is connected. {% endif %} If you are connecting from a business or school (which tend to have tightly-controlled networks), you’ll need to be in touch with your IT staff. If, however, you have control over your network settings, revert any changes you may have made, disable firewalls, restart the networking hardware (if possible) and do a dance to the computer gods.