Many issues can be resolved by basic troubleshooting steps. This article covers first steps in the following situations:
- Internal Error
- Data Access Failure
- Screen refreshes when you click, rather than moving you forward.
- Clicking on Goal or Study Path takes you back to the home page.
- Login message saying your password is wrong when you just changed it.
For any of these situations, here are the best steps to take:
- Clear your browser's cache and cookies "for all time". We recommend that you Google the phrase "clear cache [browsername]" for instructions. You do not need to clear saved passwords, downloads, or history.
- Reboot your device after cache clearing.
- Update your browser to the latest version. (You may need to update your device's operating system as well, particularly for iOS devices.)
- Try a completely different browser. If you are using Chrome, try Firefox. Or try your device's default browser (Safari [Mac and iOS] or Edge [Windows]). Do not use Internet Explorer. This is not necessarily a permanent switch, but it will help us to know if your original browser is the cause of trouble.
If these steps do not resolve the problem, our support team will need to investigate your situation. Please submit a support ticket and provide as much detail as possible, including:
- Exactly what you are clicking on that fails.
- What you expected to happen.
- What happened instead.
- Name of the browser you are using.
- Steps you took to troubleshoot, including the name of the alternate browser you tried that also did not work.
- The exact date, time, and timezone that you last attempted the task and noticed the failure (this helps us find your error in the logs).
- IMPORTANT: Please include a screenshot of the entire page where you are stuck, including the URL at the top of the screen.
If you need personal assistance and would like to submit a support ticket, please use the "Help" button at the bottom of the screen to contact us.
If you were directed here by our HippoBot and this does not resolve your issue, do not be concerned. Your ticket is already in the queue and we will get back to you shortly to assist you further.