Support

Help! I Can't Get To My Page

May 17, 2013, 7:39 pm
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What do I do if I can't reach the page I want to see?

First, please confirm that you are logged in to your Trunity Account by checking at the top right of the page for a Hello, "your name"

If you are logged in, there are a couple of possibilities that may be causing this problem. 

1. The most common cause is that your browser has not properly connected to the web page. Just try to connect to the web page again. If it still does not work correctly, please try to reach your site using a different browser.

2. If you get an error message, particularly one of the error messages below, your browsers cache may not be clearing properly and needs to be cleared.

  • The connection was interrupted
  • The connection was reset
  • The connection has timed out

Each browser has a different method for clearing its cache and cookies, but the using the Ctrl + r keys at the same time often accomplishes this. For a Mac, this is typically the CMD + r combination. You may need to do this several times to effectively clear the cache.

Specific commands for the major browsers are included below.

3. If clearing your browsers cache and trying a different browser don't resolve the problem, please let us know right away by emailing the following information to [email protected].

                                                  a. What is your Trunity username?

                                                  b. What browser are you using?

                                                  c. What is the version of the browser in question?

                                                  d. What Trunity site are you trying to visit?

                                                   e. What error message is your browser giving you?

 

 

Clearing the cache and cookies in some common browsers

Clearing the cache and cookies in Firefox

  1. At the top of the Firefox window, click on the Firefox button, go over to the History menu and select Clear Recent History

  2. In the Time Range to clear: drop-down, select Everything.

  3. Click the arrow next to Details to display the list of items that can be cleared.

  4. Select both Cookies and Cache.

  5. Click Clear Now

Clearing the cache and cookies in Chrome

  1. Click the Chrome menu on the browser toolbar.

  2. Select Tools.

  3. Select Clear browsing data.

  4. In the dialog that appears, select the checkboxes for the types of informationcookies and cache.

  5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.

  6. Click Clear browsing data.

Clearing the cache and cookies in Internet Explorer

Internet Explorer 10, 9 and 8

  1. Click Tools, and select Delete Browsing History

  2. Deselect Preserve Favorites website data, and select Temporary Internet files, Cookies, and History.

  3. Click Delete.

Internet Explorer 7

  1. From the Tools menu in the upper right, select Delete Browsing History

  2. To delete your cache, click Delete files

    To delete your cookies, click Delete cookies

    To delete your history, click Delete history

  3. Click Close, and then click OK to exit. 

Clearing the cache and cookies in Safari

  1. From the Safari menu, select Reset Safari

  2. From the menu, select the items you want to reset, and then click Reset. As of Safari 5.1, Remove all website data covers both cookies and cache. 

 

 

Glossary

Citation

Pekowsky, R. (2013). Help! I Can't Get To My Page. Retrieved from http://www.trunity.net/support/view/article/51cbfb1d7896bb431f6bec8f