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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Basic Conflict Troubleshooting

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Browser Versions

If you are having trouble viewing a website properly, your web browser could be out of date. Please check with your browser versions and update them to the most recent version. View our Browser and Device Support Policy for additional details, including mobile browser support.

 

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Add-on Conflicts

Another possibility for a distorted view could be add-on or software conflicts. Having multiple add-ons will consume browser space and resources. Check if you have installed multiple toolbars and customize them to be more efficient, the following steps suggest how to verify and customize them. For site functionality, several add-ons are required to make everything work correctly. Below is a list of software tools our site uses in the event of conflicts: Ensure updated to the most recent versions, check for compatibility issues, and make sure all are enabled and running:

  • Java
  • Adobe Reader
  • Turn off the popup blocker
  • Turn off browser filters or web filters, antiviruses can interfere with the Java scripts

 

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Turn Off Extensions in Microsoft Edge

Add-ons have been rebranded to Extensions in Microsoft Edge. To identify if an incompatible browser add-on or extension is the root of your troubles, we recommend turning off extensions in Microsoft Edge.

  1. If Microsoft Edge is not already part of your taskbar or desktop screen, search for the application by typing Microsoft Edge into the Windows search bar
    The text Microsoft Edge entered in the Windows Search field.
  2. Click the Microsoft Edge App
    The Microsoft Edge app listed in the app menu.
  3. Click the Extensions icon then click Manage extensions
    The puzzle piece icon at the end of the URL text field, then the Manage extensions option at the bottom of the menu.
    Note: If the Extensions icon is missing click the three dots then click Extensions
    The three-dot action menu in the top-right corner, and then Extensions in the list of options.
  4. If you have multiple extensions, disable them all or keep the best one you like
    The on and off toggle slider to the right of the extension's name.
    Note: You may disable several extensions at once to speed up the process of elimination
  5. Restart Microsoft Edge normally to test and see if your issue is resolved

If the problem persists, repeat these steps until you have identified the specific add-on causing the problem.

 

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Mozilla Firefox Mozilla Safe Mode

To identify if an incompatible browser add-on or extension is at the root of your troubles, we recommend taking advantage of Firefox's Safe Mode.

  1. If Firefox is not already part of your taskbar or desktop screen, search for the application or download it get Firefox for desktop
  2. Open Firefox
    The Mozilla Firefox app in the list of apps.
    Note: If your browser appears to be working properly in Firefox (No Add-ons) mode, continue with the following steps to help identify which add-on may be causing the problems.
  3. Go to Menu Bar ("Alt F")
    The toolbar at top of the Firefox window.
  4. Select Tools, then click Add-ons and Themes
    The Tools option in the tool, and then Add-ons and Themes.
  5. Select the Extensions tab
    The left-hand tab labeled Extensions.
  6. Disable unnecessary add-ons using the toggle switches
    The on and off sliding toggle to the right of the extension name.

 

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Cache Problem

The cache on your browser is a place on your hard disk where the browser keeps things that it downloaded once in case they’re needed again. For example, when you first visit a page on this site, the browser downloads the logo into the cache and displays it on the page you’re viewing. For each additional page you visit, the logo doesn’t need to be downloaded again; as long as the same logo is displayed, it’s already on your hard disk, so it can load faster!

 

Of course, the cache has a size limit, and when the cache gets full or if you begin seeing errors or elements that do not appear correctly, some items need to be discarded to make more space and resolve any display issues.

 

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Hard Refresh

After changes, it is helpful to run a hard refresh on your browser to ensure you are seeing the updates just saved. To complete this, hold down Ctrl+ F5 on your computer to get a new image of a website directly from the server, which bypasses a cached version of a page. Please note the Hard Refresh is best for Windows users, these directions may be different if you are on Mac or laptop, or have assigned special key bindings to your keyboard.

 

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Delete Cookies

Delete Cookies in Microsoft Edge

  1. Click the Settings and more menu
    The three dot Settings menu in the top-right corner of the Microsoft Edge browser.
  2. Click History
    The option labeled History in the settings menu.
  3. Click the Delete browsing data icon
    The delete browsing data trach can icon.
  4. Click into the Time range dropdown and select All time
    The Time range drop down menu, and the All time option.
  5. Ensure that Cookies and other site data are checked
    The Cookies and other site data checkbox toggle.
    Note: This will clear all saved information and force you to manually enter some website web addresses and Login usernames and passwords
  6. Click the Clear now button
    The button labeled Clear now.

 

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Delete Cookies in Firefox

  1. Select Tools, then Settings
    The Tools option in the toolbar, then Settings in the options list.
  2. Select the Privacy and Security tab
    The left-hand navigation tab labeled Privacy and Security.
  3. Scroll down to Cookies and Site Data
    The header labeled Cookies and Site Data.
  4. Click Clear Data
    The button labeled Clear Data.
  5. Click on the When dropdown and select Everything
    The drop down menu labeled When, and the Everything option.
  6. Ensure that Cookies and site data is checked
    The checkbox toggle labeled Cookies and site data.
  7. Click the Clear button
    The button at the bottom of the Clear browsing data and cookies window labeled Clear.

 

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Empty Cache in Safari

  1. From your Safari menu bar click Safari, then click Preferences
  2. Select the Advanced tab option
  3. Select Show Develop menu in the menu bar
  4. From the menu bar select Develop, then click Empty Caches

 

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Clear Cache in Google Chrome

  1. Click on the three dots in the upper right-hand corner
    The three dot action menu in the top-right corner of Google Chrome, below the X icon.
  2. Click Delete browsing data
    The settings option labeled Delete browsing data.
  3. Click into the Time range dropdown and select All time
    The drop down menu labeled Time range, and the All time option at the bottom of the drop-down menu.
  4. Ensure that Cookies and other site data is checked
    The checkbox toggle labeled Cookies and other site data.
  5. Click the Delete data button
    The button labeled Delete data at the bottom of the Delete browsing data window.

 

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Clear Local DNS (Domain Name System) Cache

Windows

  1. Search Command Prompt Window
    The Command Prompt app listed in the Windows search output.
  2. Within the prompt, type ipconfig /flushdns
    The IP config / flush d n s text entered into the Command Prompt.
  3. Hit Enter and you should see a message stating Successfully flushed DNS Resolver Cache
    The flushed confirmation text in the Command Prompt window.

 

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Mac Operating System

  1. On your local machine, open a Terminal Window
  2. Within the prompt, type "lookupd -flushcache"
  3. Hit enter; there will be no message but at this time please reattempt connection to your domain

 

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Clear DNS Server Cache

Windows

  1. Open DNS
  2. In the console tree, click the applicable DNS server
  3. On the Action menu, click Clear Cache

 

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Command Line

  1. Search Command Prompt Window
    The Command Prompt app listed in the Windows Search output.
  2. Type the Dnscmd ServerName /clearcache and then press Enter
  3. A message will display indicating the cache is cleared

 

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Compatibility Mode

If you are using Microsoft Edge check if the compatibility mode is turned on.

  1. Click the Settings and more menu, then click Settings
    The Settings and more three dot icon in the top-right corner of the browser, and the option labeled Settings.
  2. Select the Default browser tab
    The tab labeled Default browser in the vertical left-hand list of options.
  3. Locate the Allow sites to be reloaded in Internet Explorer mode (IE mode) option
    The option labeled Allow sites to be reloaded in Internet Explorer mode under the Internet Explorer compatibility header.
  4. Click into the dropdown field and select Allow
    The dropdown field to the right of the Allow sites to be reloaded in Internet Explorer mode text, and the Allow option.
  5. Click Restart
    The button labeled Restart.
  6. Navigate to the desired website
  7. Click the Settings and more menu, then click Reload in Internet Explorer mode
    The three-dot settings icon, then the Reload in Internet Explorer mode option.

 

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Enable JavaScript

Some options on your website will be limited or unavailable without having JavaScript enabled, as this is a programming language used to make some content functional.

  1. If using Microsoft Edge, click Settings and more, then select Settings
    The settings three dot menu in the top right corner, then the Settings option.
  2. Type internet options into the search field
    The search text entry field below the Settings header.
  3. Click Internet Options
    The option labeled Internet Options.
  4. In the new dialog box, select the Security tab
    The tab labeled Security, to the right of the General tab.
  5. Select Custom level...
    The button labeled Custom level.
  6. Scroll down to Scripting and select Enable for all options
    The radial button options labeled Disable, Enable, and Prompt under the subheaders below the Scripting primary header.
  7. Click OK
    The button labeled OK.
  8. Test if you have Java enabled at the How to enable JavaScript page; access directions to enable on browsers not listed here
    The text indicating that JavaScript is enabled in the web browser below the various browser icons.

To access directions to enable JavaScript in other browsers, please visit the How to enable JavaScript in your browser page.

 

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Check Security Settings or Firewall and Security Software to Ensure no Conflicts Exist

  1. Trust the site or disable security to test if you are comfortable with this step
  2. Make sure there are no issues with using a site that is encrypted, you can tell if a page is using this because the web address will show https:// instead of just http://

 

Navigate to Mega Proxy and use the Try it free option to navigate the site and test. Try using a different computer (if a friend or work computer is not available, most public libraries have free use of computers/Internet services).

 

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General Troubleshooting Questions

If you are submitting a ticket to our support team, some helpful questions to have answered include the following:

  • Where does the error occur? (For example, in pages on the live side, or the news module on the admin side.)
  • What action is being completed when the error occurs?
  • How often does this occur, only in certain pages/modules or in multiple sections? Sometimes or every time?
  • Does this occur for other users taking the same actions?
  • Does this occur for the user in a different browser? On a different computer?
  • Try on your mobile smartphone or device (off-network -may need to disable Wi-Fi), does this still occur?

 

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