Table of Contents:

• Introduction
• Disabling Internet Browser Add-ons / Plug-ins
• Temporarily disabling anti-virus, anti-spyware, and firewall products
• Clearing your internet browser’s Cookies and Cache
• Restarting your computer
• Updating Flash Player
• Ensuring that JavaScript is enabled and updated
• Testing with a different internet browser
• Testing from another computer
• Troubleshooting Attachments

Clearing your internet browser’s Cookies and Cache

Internet browsers store small text files that a web site puts on your computer's hard drive when you access the web site, these are called Cookies. Internet browsers additionally store a copy of the web sites that you visit for faster loading purposes, this is called the Cache. We've found that clearing your cookies and cache usually takes care of a lot of issues. When you need to clear your cookies and cache, follow the instructions below for your browser and version.

Internet Explorer 6.0:

1. Choose Internet Options... from Internet Explorer's Tools menu.
2. Click the Delete Cookies button, and choose OK when prompted.
3. Click the Delete Files button, and select to Delete all offline content.
4. Click OK when prompted.
5. In the bottom right-hand corner of the Internet Options window, click the Clear History button, and choose OK when prompted.
6. Click the OK button at the bottom of the Internet Options window.
7. Close and restart your browser.

Internet Explorer 7.0, 8.0 and 9.0:

1. Choose Internet Options... from Internet Explorer's Tools menu.
2. Click on Delete under Browsing History.
3. Place a check in the Temporary Internet Files, and Cookies check-boxes.
4. Click the Delete button.
5. Click the OK button at the bottom of the Internet Options window.
6. Close and restart your browser.

Firefox 1.0:

1. Select Tools | Clear Recent History or Clear Private Data from the menu.
2. Select the checkboxes for Cookies and Cache.
3. Click Clear Now.
4. Close and restart your browser.

Firefox 2.0:

1. Select Tools | Options.
2. Select the Privacy tab on the left and click the Clear Now button next to "Ask me before clearing private data."
3. Click the OK button at the bottom of the window.
4. Close and restart your browser.

Firefox version 3.0:

1. Select Tools | Clear Private Data.
2. Select the checkboxes for Cookies, Cache, and Authenticated Sessions.
3. Click Clear Private Data.
4. Close and restart your browser.

Firefox version 3.5 or newer:

1. Select "Tools" | Clear Recent History.
2. Click the arrow on the left to display the "Details" box.
3. Select the checkboxes for Cookies, Cache, and Active Logins.
4. Select Everything from the "Time range to clear" menu.
5. Click Clear Now.
6. Close and restart your browser.

Safari:

1. Click the Safari menu on a Macintosh, click on the Edit menu on a Windows based computer.
2. Select Reset Safari
3. Select the check-boxes for the types of information you wish to remove:
• Empty the cache
• Remove all cookies
4. Close and restart your browser.

For Google Chrome:

1. Click the Tools menu. Look for the wrench icon at the upper right-hand corner.
2. Select Clear browsing data.
3. Select the check-boxes for these types of information you wish to remove:
• Empty the cache
• Delete cookies
4. Use the Clear data from this period drop-down menu to select how much of your information you want to delete. By default, Google Chrome only clears information collected in the last 24 hours. To clear browsing information from a longer period of time, select another option in the drop-down menu. To wipe out all data, select the Everything option.
5. Click the Clear Browsing Data button.
6. Close and restart your browser.

Other Browsers:

If you are running a browser other than those listed above and would like more information on how to clear your browser's cache, please refer to your browser's help file.

Previous Step: Temporarily disabling anti-virus, anti-spyware, and firewall products

Next Step: Restarting your computer