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Common trouble shooting; Refreshing and clearing your browser cache

Pages not loading correctly or buttons & links not working

If you’re experiencing issues with the portal—such as pages not loading, buttons not responding, or seeing out‑of‑date information—Refreshing your browser or clearing your browser cache is a simple and effective first troubleshooting step. 

This guide explains what the cache is, when clearing it can help, and how to do it safely using official browser instructions.

Always try to refresh your browser first before attempting to clear your cache, refreshing can often resolve any browser related issues on its own.  The quickest way is to hold down Ctrl and press F5 (windows) or Command, Shift and click the ‘R’ key (Mac).

What is a browser cache?

Modern browsers store temporary files (known as a cache) to help apps and websites load faster. Over time, these files can become outdated or corrupted, which may cause the app to behave unexpectedly. Clearing the cache on your browser forces the browser to fetch fresh data.

This can resolve common issues such as:

  • Pages not loading correctly
  • Changes not showing after an update
  • Buttons or links not working
  • Error messages or blank screens

Clearing the cache will not delete your account or data.

How to clear cache in Google Chrome

If you’re using Google Chrome, follow Google’s official guidance:

👉 Clear cache & cookies in Chrome (official Google support)

This guide walks you through clearing cached images and files on desktop Chrome and explains what happens after the cache is cleared.  

How to clear cache in Microsoft Edge

If you’re using Microsoft Edge, follow Microsoft’s official instructions:

👉 View and delete browser history in Microsoft Edge (official Microsoft support)

This guide walks you through clearing cached images and files on desktop Edge and explains what happens after the cache is cleared.  

After clearing your cache

Once you’ve cleared your cache:

  1. Sign in again if prompted
  2. Retry the action that wasn’t working

In most cases, the issue should now be resolved.

Still having problems?

If clearing your cache doesn’t fix the issue, try:

  • Refreshing the page
  • Checking your internet connection
  • Trying a different supported browser
  • Contacting your Connect platform support with details of what you’re seeing (screenshots help) through Live chat, email or phone