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Common technical issues and how to resolve them

Issues related to browser caching

Some issues may be related to your cache and browser settings. Please try the following steps before contacting support to see if the problem can be resolved for you:

  1. Clearing the cache in your browser settings
  2. Using an alternative browser
  3. Checking whether Adblocking software is being used on your PC/Laptop

If the issue is not resolved, please provide us with the relevant information regarding the device and browsers used and if any Adblock software is being used, the name of the programme you are currently using.

How to clear your cache

For desktop browsers, to quickly open menus used to clear your cache, cookies, and history, ensure that the browser is open and selected, and press Ctrl-Shift-Delete (Windows) or Command-Shift-Delete (Mac). If this doesn't work, follow the appropriate instructions below.

Chrome

  1. In the browser bar, enter:
     chrome://settings/clearBrowserData
  2. At the top of the "Clear browsing data" window, click Advanced.
  3. Select the following:

    - Browsing history

    - Download history

    - Cookies and other site data

    - Cached images and files
  4. From the "Time range" drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select All time.

  5. Click CLEAR DATA.
  6. Exit/quit all browser windows and re-open the browser.


Firefox

  1. From the History menu, select Clear Recent History.

    If the menu bar is hidden, press Alt to make it visible.

  2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
  3. Next to "Details", click the down arrow to choose which elements of the history to clear; to clear your entire cache, select all items.
  4. Click Clear Now.
  5. Exit/quit all browser windows and re-open the browser.


Microsoft Edge

  1. In the top right, click the Hub icon (looks like star with three horizontal lines).
  2. Click the History icon (looks like a clock), and then select Clear all history.
  3. Select Browsing history, then Cookies and saved website data, and then Cached data and files. Click Clear.
  4. After the "All Clear!" message appears, exit/quit all browser windows and re-open the browser.


Internet Explorer 11

Note: On January 12, 2016, Microsoft ended support for Internet Explorer versions prior to version 11 . We strongly recommends that you upgrade to a new operating system if your current system does not support Internet Explorer 11. If you experience difficulty with Internet Explorer, make sure compatibility mode is turned off.

  1. Select Tools > Safety > Delete browsing history....

    If the menu bar is hidden, press Alt to make it visible.

  2. Deselect Preserve Favorites website data, and select:

    - Temporary Internet files or Temporary Internet files and website files

    - Cookies or Cookies and website data

    - History
  3. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
  4. Exit/quit all browser windows and re-open the browser.


Opera

  1. From the Opera menu, select Settings, then Privacy & Security, and then Clear browsing data....
  2. In the dialog box that opens, from the "Obliterate the following items from:" drop-down menu, select The beginning of time.
  3. Select the following:

    - Browsing history

    - Download history

    - Cookies and other site data

    - Cached images and files
  4. Click Clear browsing data.
  5. Exit/quit all browser windows and re-open the browser.


Safari 8 and later

  1. From the Safari menu, select Clear History... or Clear History and Website Data....
  2. Select the desired time range, and then click Clear History.
  3. Go to Safari > Quit Safari or press Command-Q to exit the browser completely.


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