Issues can arise because of your browser or internet connection, and the following guide will assist you in resolving these issues.
This guide is relevant to the major 4 web browsers (the latest stable release of Chrome, FireFox, and Safari and IE 11 and up), but for an optimal UserVoice experience, we strongly recommend the use of the Google Chrome web browser.
Oftentimes, existing cookies and items in your browser cache and browser extensions can prevent UserVoice features from working as expected. For this reason, resolutions to issues often involve clearing cookies and cache or using a browser mode that disables extensions, such as Google Chrome incognito mode.
1. Use Google Chrome in incognito mode*
Incognito mode in Chrome disables your browser cache and extensions and is a quick way to identify if the issue is caused by cookies, cache or browser extensions.
After downloading Chrome, start an incognito window (per the above documentation) and see if the issue persists.
If the issue is resolved in Chrome incognito, it means either cookies/cache or a browser extension is causing the problem.
- Clear your cookies/cache outlined step 2
- Test disabling extensions in step 3
*If you are unable to download Google Chrome, please skip to Step 2
2. Clear cookies and cache and restart browser
Oftentimes, existing cookies and items in your browser cache can prevent UserVoice features from working as expected. We recommend that you clear the cookies and cache from your web browser.
Instructions for doing this in the major 4 web browsers:
After clearing the cookies/cache, please restart your browser completely and see if the issue persists. If it does, please proceed to Step 3.
3. Try your browser without any extensions, plug-ins or add-ons
- Use Google Chrome Incognito mode (video)
- Use Firefox in Safe Mode
- Disable add-ons in Internet Explorer
Proceed to step 4 if the issue isn’t resolved by disabling extensions.
4. Try a different browser
If clearing cookies/cache or disabling extensions doesn’t work, it could be a browser (or browser version) specific problem, and you should try a different supported browser - Safari, Firefox, Chrome or Internet Explorer.
Continue to step 5 if using a different browser doesn’t solve the problem.
5. Use a different wireless/network connection (not behind a firewall or VPN)
For example, if you experience an issue on your work network, please try to switch to a different network outside of a firewall or at home to see if the issue persists.
If you find that the issue is because of a firewall, you can ask your internal IT to whitelist uvcdn.com.
If you proceed through this guide and are still seeing the issue, please reach out to firstname.lastname@example.org, and be prepared to provide the following information:
- Browser type and version (ex. Chrome 52)
- Operating system and version (ex. Windows 10, Mac OSX Yosemite, etc.)
- What you tried for each step of this guide, and the results
Providing this information up front will allow us to provide you with the most effective support.