Technical Assistance & Support


CivicEngage
®

Basic Conflict Troubleshooting

Browser Versions

If you are having problems in viewing the website properly, your web browser could be 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 are 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 web filter, antiviruses can interfere with the java scripts.

Internet Explorer

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

  1. If Internet Explorer is not already part of your taskbar or desktop screen, search for the application
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  2. Click Internet Explorer (No Add-ons)
    • Note: 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.
  3. In Internet Explorer, find the Menu toolbar (alt-F)
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  4. Select Tools > Manage Add-ons
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    • Note: This will open a dialog box
  5. Select Search Providers menu item from the left-hand side menu
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  6. If you have multiple add-ons, disable them all or keep the best one you like
  7. Restart IE normally to test and see if your issue is resolved

Note: If the problem persists, you will need to repeat steps 1-4 until you have identified the specific add-on causing the problem.

Note: Disable several add-ons 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. If Firefox is not already part of your taskbar or desktop screen, search for the application or download here
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  2. Open Firefox
    • Note: 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.
  3. Go to Menu Bar (" alt F")

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  4. Select Tools > Add-ons
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    • Note: This will open a dialog box
  5. Disable unnecessary add-ons using the toggle switches
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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 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, 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) - Delete Cookies

  1. Select Tools > Internet Options
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  2. On General Tab, select Delete button under Browsing History category
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  3. Select Temporary Internet Files and Cookies
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    • Note: Best option would be to select all
    • Note: Select all clears all saved information, which forces you to key in some of the website URL's or ID/passwords when you browse
  4. Hit Delete button
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FireFox

  1. Navigate Tools > Options
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  2. Select the Privacy & Security tab
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  3. Under Cached Web Content, select the Override automatic cache management

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. Search Command Prompt Window
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  2. Within the prompt, type ipconfig /flushdns
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  3. Hit enter and you should see a message stating Successfully flushed DNS Resolver Cache
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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. Search Command Prompt Window
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  2. Type the Dnscmd ServerName /clearcache and then press ENTER
  3. A message will display indicating the cache as cleared

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 
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  2. Checkmark the box for Display intranet sites in Compatibility View and close window
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  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.

  1. If using Internet Explorer, select Settings > Internet Options
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  2. In new dialog box, select the Security tab
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  3. Select Custom level...
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  4. Scroll down to Scripting and select Enable for all options
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  5. Click OK
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  6. Test if you have Java enabled with this page; access directions to enable on browsers not listed here
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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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