If you're experiencing issues with your browser, follow these steps to troubleshoot before contacting support. This guide covers updating your browser, clearing your cache, and providing essential information to help us resolve your issue efficiently.
Step 1: Update Your Browser
Ensure you're using one of our supported browsers and update it to the latest version:
Check for updates in your browser settings:
Chrome: Click the three dots in the top right corner > Help > About Google Chrome.
Google will check for an update and if one is available, relaunch browser to update:
Firefox: Click the three lines in the top right corner > Help > About Firefox.
Safari: Click Safari in the menu bar > About Safari.
To update Safari, you must update your MacOS version. Learn more about updating MacOS.
Run any available updates.
Restart your browser and try the workflow again.
Step 2: Clear Your Browser Cache
Cached files and cookies can sometimes cause display issues. Clear them to ensure you have the latest data.
Step 3: Try Incognito/Private Mode:
Open a new incognito or private browsing window. This mode disables extensions and uses default settings, helping identify if an extension is causing the issue.
You can use a keyboard shortcut to open an Incognito window:
Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.
Mac: Press ⌘ + Shift + n.
Step 4: Disable Browser Extensions
Sometimes, browser extensions can interfere with website functionality. Disable them to see if they are causing the issue:
Open your browser settings.
Find the extensions/add-ons menu:
Chrome: Three dots in the top right corner > Extensions > Manage Extensions
Firefox: Three lines in the top right corner > Add-ons and themes > Extensions.
Safari: Safari in the menu bar > Settings/Preferences > Extensions.
Disable all extensions by toggling them off.
Restart your browser and try the workflow again.
If the issue is resolved, enable each extension one by one to identify the culprit.
Step 5: Gather Information
If issues persist after updating and clearing your cache, gather the following information:
For Checkout Issues
Refresh the Page: Refresh your screen or navigate away and return to the page.
Open Developer Tools:
Chrome: Right-click in the browser, select "Inspect," and go to the "Console" tab. (Shortcut: Ctrl+Shift+I or F12)
Safari: Choose Safari > Preferences, click "Advanced," and select "Show Develop menu in menu bar." Then, open the Develop menu and select "Show Web Inspector." (Shortcut: Option+Command+I)
Check for Errors:
Look for red errors in the Console tab. If you see any, expand them, take a screenshot, and send it to support.
If no errors are in the Console, check the Network tab for red errors, and take screenshots if any are found.
Provide Additional Information:
Last 4 digits of the new credit card number.
Browser and version used.
Device and model (desktop or laptop).
For Other Workflow Issues (Collecting a HAR file)
Collect a HAR file to help diagnose the issue. Make sure to clear your cache and browser history before proceeding.
Firefox Browsers
Right click on the page and click Inspect.
Click on Network tab.
Reproduce the issue.
Click on the settings icon and click "Save All as HAR"
Send to Uscreen support with description of the issue.
Chrome Browsers (Our recommended browser)
Open Developer Tools from the menu (Menu > More Tools > Developer Tools), or press Ctrl+Shift+I or F12.
Click on the Network tab.
Ensure the round button at the top left of the Network tab is red (click it if it’s grey to start recording).
Check the box next to "Preserve log."
Reproduce the issue.
Click on the download icon to export the HAR file.
Send this file to support along with a description of the steps to reproduce the issue.
Safari Browsers
Open Safari.
In Safari, go to the webpage in question.
Enable Developers Tool: Safari > Settings > Advance > Click Show Develop menu in menu bar (Afterwards close the window)
Select Develop in menu > Show Web Inspector > Select Network tab
Within the Networks tab, select Preserve log option, by clicking on
Refresh the page to replicate the error and allow Safari to record the browser-website interaction.
Once the page is loaded, click on Export on the top right in the window of the Network tab.
Send HAR files to Uscreen Support
Step 6: Contact Support
After following these steps, if your issue is still unresolved, contact support with the gathered information for further assistance.
Common Issues and Quick Fixes
Issue: Pages loading slowly
Solution: Clear your cache and disable any unnecessary extensions.
Issue: Browser crashing frequently
Solution: Update your browser and check for conflicting software.
Issue: Unable to access specific website features
Solution: Ensure JavaScript is enabled and check for any ad blockers or extensions that might be interfering.