Basic Troubleshooting

Performing basic troubleshooting steps is essential because it is the fastest way to solve the majority of technical issues, or "glitches", that can occur on a variety of platforms. This is especially crucial if a problem appears to be happening only for a single user, rather than all users.

By working through the steps provided in this article, users can often fix issues that they've experienced without needing to reach out to their administrator(s). This saves users time and frustration while ensuring your administrative team can focus its efforts on delivering better content and addressing more complex issues.

It is typically recommended that users work through the following steps when an issue is experienced, to see if they resolve the concern before reaching out to their administrators:

Clear your browser’s cache and cookies. Ensure that the time range is to 'all time'.
Try accessing the site in Incognito or Private Browsing mode.
Check and install any available updates for your browser.
Use a different browser to see if the issue persists.
If possible, try using a different computer.

If issues persist, please work with your IT department to attempt to disable any VPNs to see if your IT department needs to make adjustments to allow Tovuti to operate correctly.

The following help article links for the four most popular web browsers could also be provided to your users to assist them as they work through the above troubleshooting steps.

Clearing Cache & Cookies:

Chrome: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop

Firefox: https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox#:~:text=select%20Storage.-,Clear%20a[…]and%20cache,.,-Clear%20all%20cookies

Edge: https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies?form=MA13I2#:~:text=How%20to%20clear,cookies%20and%20cache

Safari: https://support.apple.com/guide/safari/manage-cookies-sfri11471/mac

Private browsing:

Incognito Chrome: https://support.google.com/chrome/answer/95464?hl=en&co=GENIE.Platform%3DDesktop

Private Window Firefox: https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history#:~:text=information%20Firefox%2[…]he%20top.,-What%20does%20Private

Private Edge: https://support.microsoft.com/en-us/microsoft-edge/browse-inprivate-in-microsoft-edge-cd2c9a48-0bc4-b98e-5e46-ac40c84e27e2

Private Window Safari: https://support.apple.com/et-ee/guide/safari/ibrw1069/mac#:~:text=In%20the%20Safari%20app%20on,Browse%20as%20you%20normally%20would

Update browsers:

Chrome: https://support.google.com/chrome/answer/95414?hl=en&co=GENIE.Platform%3DDesktop