Technical Assistance & Support


CivicEngage
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Basic Conflict Troubleshooting

Browser Versions

If you are having problems in viewing the website properly, one reason could be your web browser is out of date. Please check with your browser versions and update them to the most recent version. View our Browser and Device Support Policy for additional details, including mobile browser support.

Add on Conflicts

Another possibility for distorted view could be add-on or software conflicts. Having multiple add-ons will consume browser space and resources. Check if you have installed multiple toolbars and customize them to be more efficient, following steps suggests on how to verify and customize them For site functionality several add-ons are required to make everything work correctly. Below is a list of software tools our site uses in the event of conflicts: Ensure updated to most recent versions, check for compatibility issues and make sure all enabled and running:

  1. Adobe Flash Player
  2. Adobe Shockwave
  3. Java
  4. Adobe Reader
  5. Turn off popup blocker.
  6. Turn off browser filters or webfilter, antiviruses can interfere with the java scripts.

 

Internet Explorer (IE)

To identify if an incompatible browser add-on or extension is at the root of your troubles, we recommend taking advantage of Internet Explorer's (No Add-ons) mode. The following are steps to do this:

  1. Click Start -> All Programs -> Accessories -> System Tools, and then click Internet Explorer (No Add-ons). If your browser appears to be working properly in Internet Explorer (No Add-ons) mode, continue with the following steps to help identify which add-on may be causing the problems.
  2. Go to menu (" alt F") and select Tools -> Manage Add-ons. This should open a dialog box
  3. Select "Search Providers" menu item from the left hand side menu
  4. If you have multiple add-ons, disable them all or keep the best one you like
  5. Restart IE normally to test and see if your issue is resolved

If the problem persists, you will need to repeat steps 1-4 until you have identified the specific add-on causing the problem. Tip: Disable several add-on's at once to speed up your process of elimination.

 

FireFox (Mozilla)

To identify if an incompatible browser add-on or extension is at the root of your troubles, we recommend taking advantage of Firefox Safe Mode. The following are steps to do this:

  1. Navigate to Start > All Programs > Mozilla Firefox( Safe Mode) If your browser appears to be working properly in Firefox (No Add-ons) mode, continue with the following steps to help identify which add-on may be causing the problems.
    1. Go to menu (" alt F") and select Tools -> Add-ons. this should open a new window
    2. If you have multiple add-ons, keep what you need and disable the rest

Cache Problem

The cache on your browser is nothing more than a place on your hard disk where the browser keeps things that it downloaded once in case they’re needed again.  For example, when you first visit a page on this site, the browser downloads the logo into the cache, and then displays it on the page you’re viewing. For each additional page you visit, the logo doesn’t need to be downloaded again; as long as the same logo is displayed, it’s already on your hard disk and so it can load faster!

Of course, the cache has a size limit, and when the cache gets full or if you begin seeing errors or elements that do not appear correctly, some items need to be discarded to make more space and resolve any display issued.

 

Hard Refresh

After changes, it is helpful to run a hard refresh on your browser to ensure you are seeing the updates just saved. To complete, this hold down Ctrl+ F5 on your computer to get a new image of a website directly from the server, which bypasses a cached version of a page. Please note the Hard Refresh is best for PC users, these directions may be different if you are on MAC or laptop, or have assigned special key bindings to your keyboard.

 

Internet Explorer (IE)

  1. Go to menu (" alt F") and select Tools -> Internet Options. This should open a dialog box with multiple tabs
  2. On General Tab, select Delete button under Browsing History category
  3. Select/Check "Temporary Internet Files," "Cookies" (best option would be to select all) and hit "Delete" button

Note: when you select all, you will loose any saved information like browsing history, saved cookies there by forcing you to key in some of the website URL's or id/passwords when you browse

 

FireFox

  • On General Tab, select Settings button under Browsing History category
  • Check for newer version of stored pages: Every time I visit the webpage (default is Automatically)
  • Select OK to save and close, and OK again on the main Tools window
  • Select Details option
  • Check "Cache" and "Cookies" and hit the "clear now" button

Note: when you select all, you will loose any saved information like browsing history, saved cookies there by forcing you to key in some of the website URL's or id/passwords when you browse

 

Safari

  1. From your Safari menu bar click Safari -> Preferences
  2. Select Advanced tab option
  3. Select: Show Develop menu in menu bar
  4. From the menu bar select Develop -> Empty Caches

 

Clear Local DNS Cache

To flush DNS for a computer running Windows, please follow these steps:

  1. On your local machine, open a Command Prompt Window.
  2. Within the prompt, type " ipconfig /flushdns ".
  3. Hit enter and you should see a message stating "Successfully flushed DNS Resolver Cache".

To flush DNS for a computer running Mac OS, please follow these steps:

  1. On your local machine, open a Terminal Window.
  2. Within the prompt, type "lookupd -flushcache".
  3. Hit enter. There will be no message but at this time please reattempt connection to your domain.

 

Clear DNS Server Cache

Using the Windows interface:

  1. Open DNS
  2. In the console tree, click the applicable DNS server.
  3. On the Action menu, click Clear Cache.

Using a command line:

  1. Open Command Prompt.
  2. Type the following command and then press ENTER:
  3. Dnscmd ServerName /clearcache

Compatibility Mode

If you are using IE8/9 check if the compatibility mode is turned on.

  1. Go to menu (" alt F") and select Tools->Compatibility View/Compatibility View Settings and check if this feature is off
  2. Checkmark the box for "Display all websites in compatibility mode" and close window
  3. Use Ctl F5 to refresh page

Enable JavaScript

Some options on your website will be limited or unavailable without having JavaScript enabled, as this is a programming language used to make some content functional.

  • On the "Security" tab click on the "Custom level..." button
  • When the "Security Settings - Internet Zone" dialog window opens, look for the "Scripting" section
  • In the "Active Scripting" item select "Enable"
  • When the "Warning!" window pops out asking "Are you sure you want to change the settings for this zone?" select "Yes."
  • In the "Internet Options" window click on the "OK" button to close it.
  • Use Ctl F5 to refresh page
  • In the "Options" window select the "Content" tab
  • Mark the "Enable JavaScript" checkbox
  • In the opened "Options" window click on the "OK" button to close it.
  • Use Ctl F5 to refresh page

Test if you have Java enabled with this page; plus access directions to enable on browsers not listed here.

Check security settings/firewall & security software to ensure no conflicts exist

  1. Trust the site or disable security to test if you are comfortable with this step
  2. Make sure there are no issues with using a site that is encrypted, you can tell if a page is using this because the URL will show https:// instead of just http://

Navigate to Mega Proxy and use the ‘Try it free' option to navigate to the site and test Try using a different computer -if a friend or work computer is not available most public library's have free use of computers/Internet available

General Troubleshooting Questions

If you are submitting to our support team, some helpful questions to have answered include the following:

  1. Where does this error occur? (e.g. In pages on live side, news module on admin side)
  2. What action is being completed when the error occurs?
  3. How often does this occur, only in certain pages/modules or in multiple sections? Sometimes or every time?
  4. Does this occur for other users taking the same actions?
  5. Does this occur for this user on a different browser? ...different computer?
  6. Try on your mobile smartphone or device (off-network -may need to disable Wi-Fi), does this still occur?
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