Login Troubleshooting: Clearing Cache & Cookies

If you are recently running into login issues, one solution we have found to be successful is taking the steps to clear your browser cache and cookies.  This is especially true if this is your first time logging in since the latest Login Update on January 26th 2021.

What Is A Browser Cache?

A cache is a temporary storage place, which stores files and improves application performance and access times. A great example of a cache in use is the ‘back’ click, which returns you to a web page you have just accessed.  Clearing your cache can force your browser to get the most recent version of a website, which may be overridden by stored cache and cookies.

Please select your browser below for a step by step guide.

Google Chrome (Desktop)

While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window to quickly clear your cache, or follow the steps below:

  1. On your computer, open Chrome.
  2. At the top right, click More unnamed__9_.png.
  3. Click More tools and then Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
  6. Click Clear data.

Google Chrome App (iPhone and iPad)

When you clear your cache and cookies, your browser might sign you out of your Google Account. To make sure you can sign back in, update your recovery phone number and email address.

  1. In the Chrome app
  2. On your iPhone or iPad, open the Chrome app.
  3. At the bottom, tap the 'more' icon (three horizontal dots).
  4. Tap History and then Clear browsing data.
  5. Make sure there’s a check mark next to "Cookies, Site Data," and "Cached Images and Files."
  6. Tap Clear browsing data.

Google Chrome App (Android)

  1. On your Android phone or tablet, open the Chrome app Chrome.
  2. At the top right, click More unnamed__9_.png.
  3. Tap History and then Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to "Cookies and site data" and "Cached images and files," check the boxes.
  6. Tap Clear data.

Safari (Mac OS)

Apple makes it easy: Deleting Safari's Browser cache through a keyboard shortcut

The fastest way to clear your cache is to use following shortcut: [CMD] + [ALT] + [E].

You can also enable a developer menu in Safari to enable several professional options. To display the developer menu:

  1. Select the first item "Safari" in the main menu and from the drop-down the item "Preferences..."
  2. A popup opens. Click on the tab "Advanced".
  3. Check the option "Show Develop menu in menu bar" at the bottom. Now you should see a new menu item in the main menu named "Develop".
  4. If you click on the menu item "Develop" you can select "Empty Caches" from the submenu items.
  5. Reload the site.

Safari (iPhone and iPad)

To clear your history and cookies:

  1. Go to Settings > Safari
  2. Tap Clear History and Website Data.

Firefox (Desktop)

While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window to quickly clear your cache, or follow the steps below:

  1. Open Firefox on your computer.
  2. In the upper right-hand corner of the browser, click the “menu bars,” which look like three parallel lines, and click the “Privacy” tab.
  3. Here you can select “Clear your recent history.”
  4. Be sure that only “Cookies” is checked, and then select the time frame for which you would like to delete your cookies. If you want to delete all cookies, select “Everything.
  5. Double check your selections to make sure that other items you want to keep are not selected, and then hit “Clear now.”

Firefox (Android)

Some instructions may vary based on the type of phone you have and what version of Firefox it is running. Look for the menu icon (three bars) located at the top right corner. On older Android devices you’ll have to press the hardware menu key and then tap “More.”

  1. Go to the “Settings” menu.
  2. On the settings menu, look for “Privacy & security” and select “Clear private data.
  3. You will then be taken to a list of what can be cleared where you can select “Cookies & active logins.”
  4. After you have made your selection, tap the “Clear data” button to finalize deleting cookies.

Firefox (iPhone and iPad)

  1. Open Firefox.
  2. Click on the “menu bars,” which looks like three parallel lines in the lower right-hand corner of the browser window.
  3. Select “Settings.”
  4. Scroll down to “Privacy.”
  5. Select “Clear private data.
  6. Make sure only “Cookies” is selected, then tap on “Clear private data.
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