Troubleshooting
Resolve common browser, upload, access, display, notification, and performance issues.
Start here
General troubleshooting steps
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
Institution is not loading correctly
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A page appears blank
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A button is not responding
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
All troubleshooting articles
General troubleshooting steps
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
Institution is not loading correctly
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A page appears blank
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A button is not responding
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A document will not upload
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A download will not start
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A form will not submit
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A service status is not updating
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A notification will not disappear
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
An email notification did not arrive
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
A sign-in link is not working
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
Google sign-in is not working
What this means in Institution and how it affects your account.
1 min read · Updated 2026-07-28
A page looks incorrect on mobile
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
How to clear browser cache safely
Step by step guidance for clearing browser cache safely in your browser.
1 min read · Updated 2026-07-28
How to disable extensions for troubleshooting
Step by step guidance for disabling extensions for troubleshooting in your browser.
1 min read · Updated 2026-07-28
How to try a private browsing window
Step by step guidance for trying a private browsing window in your browser.
1 min read · Updated 2026-07-28
Supported browsers
What to check first, and how to report it if the problem continues.
1 min read · Updated 2026-07-28
How to report a technical problem
Step by step guidance for reporting a technical problem in your browser.
1 min read · Updated 2026-07-28
What information to include in a bug report
A clear answer in plain language, plus what to do next.
1 min read · Updated 2026-07-28
How to take a useful screenshot
Step by step guidance for taking a useful screenshot in your browser.
1 min read · Updated 2026-07-28
How to report an accessibility problem
Step by step guidance for reporting an accessibility problem in your browser.
1 min read · Updated 2026-07-28
What to do if the support widget overlaps content
What to do next, and who to contact if you need help.
1 min read · Updated 2026-07-28
Why information may take time to update
Common reasons this happens, and how to move the item forward.
1 min read · Updated 2026-07-28
How to retry after a temporary error
Step by step guidance for retrying after a temporary error in your browser.
1 min read · Updated 2026-07-28
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Contact the Institution team for help with new business, general questions, or account access. Existing clients can also raise account specific questions with their engagement contact.