Basic Web Browser Troubleshooting

Introduction

This article provides step-by-step troubleshooting instructions to resolve issues when web pages fail to load, display errors, experience login loops, or freeze. Following these procedures helps resolve common browser issues before contacting the Pima Community College IT Service Desk.

Details

To troubleshoot web pages that are not loading, follow these steps:

Clear Browser Cache and Cookies

When web pages encounter display errors or show outdated information, clear the browser cache and cookies. This action forces the web browser to download the latest version of the web page.

• Follow the Clearing Browser Cache and Cookies guide for complete instructions.

Use Incognito Mode or a Different Web Browser

To determine if a browser extension or specific browser setting is causing the issue, try the following test steps:

• Open the web page in an Incognito or Private window. If the web page loads correctly in this mode, a browser extension or cached site setting is likely causing the problem.
  • Follow the How to Use Incognito, InPrivate, or Private Browsing in a Web Browser guide for detailed instructions.
• Access the web page using an alternate web browser, such as Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari.

Troubleshoot and Disable Web Browser Extensions

If the web page loads correctly in Incognito or Private Browsing mode, one or more web browser extensions may be interfering with the site. Turn off extensions one at a time to identify the specific extension causing the conflict.

1. Open the extensions management page for the web browser:
   • Google Chrome: Enter chrome://extensions into the address bar and press Enter.
   • Mozilla Firefox: Enter about:addons into the address bar, press Enter, and select Extensions.
   • Microsoft Edge: Enter edge://extensions into the address bar and press Enter.
   • Apple Safari: Select Safari in the top menu bar, select Settings (or Preferences), and click the Extensions tab.
2. Toggle off or disable all active extensions.
3. Reload the web page that was failing to load.
4. If the web page loads properly, turn extensions back on one at a time, refreshing the problematic web page after enabling each extension.
5. When the error reoccurs, the most recently enabled extension is the source of the issue. Keep that extension disabled or remove it from the web browser.

Clear Specific Site Data and Cookies

If a web page works in Incognito mode but fails in a standard window even after clearing the browser cache, remove data for that specific site.

1. Navigate to the web page that displays the error.
2. Follow the specific instructions for the web browser:
   • Google Chrome
     1. Select the site settings button located directly to the left of the URL bar.
        
     2. Select Cookies and site data.
     3. Select Manage on-device site data.
     4. Select the delete icon next to all listed entries, and then select Done.
   • Mozilla Firefox
     1. Select the site security lock icon located directly to the left of the URL bar.
        
     2. Select Clear Cookies and site data.
     3. Select the Remove button.

Check Network and Connectivity Settings

Verify that the device maintains an active internet connection:

• Verify internet connectivity by navigating to a reliable public site, such as google.com.
• If the device uses a Virtual Private Network (VPN), disconnect the VPN connection and attempt to load the web page again.
• If the device connects to an external network, a network firewall may block access. Switch to an alternate network or a mobile hotspot to test web page accessibility.

Check for Web Browser Updates

Ensure the web browser is updated to the latest available software release:

• Google Chrome: Select the three-dot menu, select Help, and select About Google Chrome.
  • If an update downloads, select Relaunch to complete the installation.
• Mozilla Firefox: Select the menu button (three horizontal lines), select Help, and select About Firefox.
  • If an update downloads, select Restart to Update to complete the installation.
• Microsoft Edge: Select the Settings and more menu (three dots), select Settings, and select About Microsoft Edge.
  • If an update downloads, select Restart to complete the installation.

Restart the Computer and Check the System Clock

Performing a full system restart resolves underlying operating system processes affecting web browsers:

• Close all web browser windows, then restart the computer.
• Verify the system clock on the computer.
  • The computer date and time must be accurate. Incorrect system time prevents security certificates from validating and blocks web pages from loading.

Verify Pima Service Status

If the web page displaying errors belongs to a Pima Community College service (such as MyPima, D2L Brightspace, or PCC emails), check for active service interruptions.

• Visit the Pima Status Page to review system availability and scheduled maintenance alerts.

Test Access on an Alternate Device

If web pages continue to fail, try loading the website on a secondary computer or mobile device. If the web page loads successfully on the secondary device, the issue is isolated to the original device configuration or software.

Need Help with a Web Page or Web Service?

If assistance is needed with a web page or web service after following these steps, submit a ticket using the Something is Broken service form.