Troubleshooting Browser Issues

This troubleshooting article covers solutions related to browser-based issues. Common challenges include odd formatting, loss of saved changes, lengthy loading times, and more.

I’m not seeing my saved changes in the admin

Sometimes the browser can get “stuck” with data that’s old or refuse to load the most current changes you’ve made. This is likely due to a cache issue that can be solved with a hard refresh. Think of a hard refresh like turning your computer off and back on. It’s a way of clearing the browser's stored information for a specific page, forcing it to load the most recent version of a page.

To perform a hard refresh, press the following keys together, depending on your operating system and browser:

Browser

Windows Hotkeys

Mac Hotkeys

Chrome

Control + refresh refresh_icon_small.png

Shift + refresh

Firefox

Control + Shift + R

Shift + refresh

Safari

--

Option + Command + E



I’m having login issues / seeing old data / lengthy load times

Sometimes an old or incorrect password is saved in the browser’s cache which can cause login issues. You may also find that old text, images, color preferences, or other data is staying on your page after you’ve made changes. An easy way to address this is to clear your cache. This is different from the hard refresh above: clearing your cache will remove all the saved data inside your browser. You will lose any saved usernames and passwords by doing this step.

To clear your cache, perform the following steps:

Browser

Steps (Windows)

Steps (Mac)

Chrome

  1. In the top-right corner of Chrome, click More ellipse menu menu_ellipse_vertical_small.png
  2. Click More Tools > Clear Browsing Data…
  3. Choose a time range and the options you want to delete, then click Clear data.
  1. Click the Chrome menu in the top-left corner.
  2. Choose Clear Browsing Data…
  3. Choose a time range and the options you want to delete, then click Clear data.

Firefox

  1. Click the hamburger menu hamburger_menu_small.png
  2. Choose Preferences.
  3. Click Privacy & Security.
  4. Scroll down to Cookies and Site Data.
  5. Click Clear Data.
  6. Make sure all options are checked and click Clear.
  1. Click the Firefox menu in the top-left corner.
  2. Choose Preferences.
  3. Click Privacy & Security.
  4. Scroll down to Cookies and Site Data.
  5. Click Clear Data.
  6. Make sure all options are checked and click Clear.

Safari

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  1. Click the Safari menu in the top-left corner.
  2. Choose Clear History…
  3. Choose a time range and click Clear History.

 

Things aren’t displaying properly / updating your browser

Similarly to the above issue, sometimes pages don’t display properly or they render less-than-accurately. This can happen because a browser is out of date, or conversely, it can occur because of a new update. Let’s focus first on updating the browser.

While modern browsers often update on their own, you can also manually update periodically. To do so, follow these steps:

Chrome:

  1. [Mac] Click the Chrome menu in the top-left corner of your browser. Continue with step 3.
  2. [Windows] Click the ellipse button menu_ellipse_vertical_small.png and click Help.
  3. Click About Google Chrome
  4. The About page will automatically search for the latest update and start downloading it.
  5. Click Restart to restart your browser.
  6. When the browser restarts, you will be up to date.

Firefox:

  1. [Mac] Click the Firefox menu in the top-left corner of your browser. Continue with step 3.
  2. [Windows] Click the hamburger menu hamburger_menu_small.png and click Help.
  3. Click About Firefox.
  4. Firefox will automatically search for the latest update and start downloading it.
  5. Click Restart to Update Firefox.
  6. When the browser restarts, you will be up to date.

Safari:

Safari may update automatically depending on your version of Mac operating system. You can check if it needs to be installed by performing the following steps. If you don’t see Safari listed, it’s already up to date:

  1. Click the Apple icon in the top-left corner of your screen.
  2. Click About This Mac.
  3. Click Software Update.
  4. In the Software Update dialog box, click the More info… text and make sure Safari is listed.
  5. Click Install Now.

update_safari.gif

NOTE: We don’t recommend using Internet Explorer because it’s been unsupported by Microsoft for several years. Teachable cannot guarantee reliability on this browser.

If your browser has recently updated and you think the update is causing problems, you can try downgrading to a previous version of the browser. Teachable cannot guarantee this step, we only offer it as a troubleshooting option.

Other troubleshooting techniques

If the above techniques aren’t solving your issue, you can try the following other options:

Incognito Mode

This option allows you to troubleshoot possible browser extension issues, since Incognito mode disables installed extensions. Does the problem exist when you view your school in Incognito Mode? If not, you might have a problem with one of your installed browser extensions. Try disabling them and reloading your page without Incognito Mode.

You can learn more about managing extensions in Chrome, Firefox and Safari.

Investigate firewall settings

If you have a firewall in place, certain settings can cause your school to behave erratically. Try turning off your firewall temporarily or work with your administrator to loosen restrictions to see if that helps solve your issue.

Test your internet connection

If you find that your videos are not uploading or the Teachable admin is loading slower than usual, you might have an internet connectivity problem. First, clear your browser cache to see if that helps. Then, test your internet connection to see if there’s a bandwidth problem.

To do this, go to www.speedtest.net. Click the Go button and the site will show your connection's:

  • Ping Speed - the speed of your connection’s response time after you send out a request.
  • Download Speed - how fast data moves from the server to you. In most cases, download speed will be much faster than upload speed.
  • Upload Speed - how fast you can send data to others — e.g. sending files via email, uploading photos, etc.

If your internet connection is to blame, consider restarting your modem, upgrading your internet plan, or testing your access somewhere with a better connection.

You can also check Teachable’s operation status by going here: https://www.teachablestatus.com/. This will let you know if there’s a problem on our end.

Restart your computer

This trick might sound obvious, but computers can sometimes get “stuck” with data that’s non-responsive or gumming up the computer’s processing/memory. Rebooting your computer resets its Random Access Memory and can resolve common problems like lock ups, apps not loading, or excessive loading times.

Try another browser

Sometimes a website’s coding in one browser will not display or function correctly in another browser. This can occur when a new version of the browser has released and some of the code isn’t playing nicely with the Teachable admin.

If you’ve tried some of the steps above and are still experiencing odd behaviors, try loading your school in another browser. If the problem persists, you’ve confirmed that something is wrong with your school. If the problem doesn’t persist, there might be something going on with the latest browser update. You can always file a support ticket with us when this happens, it helps us troubleshoot for you and other customers. Just be sure to include which browser you were using, the version, and whether you were on PC or Mac. Screenshots are also extremely helpful.

NOTE: Although we do our best to keep Teachable functioning seamlessly across all browsers, Internet Explorer has raised some problems. As of January 2016, Microsoft officially stopped supporting Internet Explorer—meaning it is no longer being routinely maintained and updated. Over the coming years, it will become increasingly difficult for sites to ensure compatibility with IE.

When browser specific issues are reported, we do our best to resolve them. However, in the case of Internet Explorer, we tend to see more issues occurring than other browsers due to deprecated product support, and find these issues can often be most easily resolved by switching to a browser that is actively supported and maintained.

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