If you’re experiencing an error, slow performance, or difficulty loading a website or specific page within a Carnegie Learning product, the following recommended troubleshooting steps can help resolve most common issues and help to ensure an optimal browsing experience. Please follow the steps below before reaching out to support, as they often resolve issues quickly and efficiently.
Reload the browser: Start by refreshing the current page to clear temporary glitches in page loading.
Perform a hard refresh (bypass the cache): Forces the browser to reload the page with the most recent content from the server, bypassing stored cache data.
➤ Steps on Performing a Hard Refresh
Use a private browsing window: Open the site in a private browsing session to rule out issues caused by cookies, cache, or extensions.
Disable browser extensions and pop-up blockers: These can interfere with page functionality. Temporarily turn them off and reload the site.
Quit and restart the browser: Fully close the browser application, then reopen it and log back into the site.
Try a different browser: Test the site using an alternative browser (e.g., switch from Chrome to Firefox) to identify browser-specific issues.
Try a different device: Use another computer, tablet, or mobile device to check whether the issue is related to your original hardware or system environment.
If the troubleshooting steps above do not resolve the issue, please contact our Customer Support team for further assistance. You can reach us via Email, Web Form, Live Chat, or Phone. To help us diagnose the problem more efficiently, please collect as much of the following as possible: a screenshot of the issue (if available), a description of the steps you’ve already taken, any error messages received, and details about your device and operating system.
