What do I do if there's a technical issue?

At CareGuide, we understand that technology is not everyone's forte and that sometimes webpages do not always respond in a way that is expected. We definitely want you to have a positive experience when using our sites, so if you ever find yourself having technical difficulties, we have provided some helpful guidelines on how to troubleshoot more common issues below.

For those not as familiar with computers, some basic terms you might need to know when troubleshooting are:

  • browser: the application on your device with which you access the internet (i.e. Internet Explorer, Google Chrome, Safari, etc.)
  • refresh button: the button () used to reload the webpage you are on
  • back button: the button () used to return to a previous page

Refresh

The first thing to do if you are experiencing technical difficulties when using one of our sites is to refresh the page by clicking the refresh button () on your browser. Once refreshed, if the issue persists, try closing/reopening your browser. Often times the simple act of reloading/rebooting the page can help correct whatever error was occurring.

If you are still experiencing issues after this, then the next step would be to perform a hard refresh of the page. A hard refresh is a way of clearing old data in a browser's memory so that it is forced to reload the newest data available. This process can be performed in the following ways:

  • Windows: holding CTRL while clicking the browser refresh button
  • Mac: holding the following 3 buttons simultaneously: Command+Shift+R
  • Phone: clearing browsing data through your device's browser settings

Switch It Up

Another step to help resolve the issue is to try switching to a different browser. Though Internet Explorer is a commonly used browser, unfortunately it doesn't always work the best with our site and sometimes errors can occur.

If you have an alternate browser on your device, we suggest trying to access the same page on that browser as well. Google Chrome and Firefox tend to work best with our sites, so we do recommend using these moving forward.

You can also try switching to another device. For example, if you are running into issues with browsing on your computer, try switching to your phone (or vice versa) to see if this resolves the issue. This will help you understand whether the issue you are having might be device based or browser based.

Clear Cache/Cookies:

If all of the above options have failed, then there is one more thing you can try to correct the issue. This step is refreshing your browser's cache and/or cookies.

What are cache and cookies?

Cache is essentially your browser's memory of a site. If you have visited a site before, your browser stores old information pertaining to that web page in a cache, which allows the page to load faster by storing all that information in an easily accessible place. The issue with cache though is that it doesn't always pull the most recent data for a site, which can lead to errors.

Cookies are a collection of user data pertaining to your activities while on a particular site. Cookies track your use of the site and help to ensure that previously entered settings are saved. For example, cookies help ensure that items added to a shopping cart don't disappear if you go to a new page. They also provide information back to the website itself to log your visits to the site.

What clearing your cache and cookies does is reset the data that your browser has stored in regards to websites you've visited. This ensure that it will reload the newest versions of each webpage. However, once these are reset it can get rid of some stored data such as auto-filled passwords and can also make the sites seem slightly slower to load when you visit again as it is downloading the content and/or images for the first time.

As each browser does have different ways of operating, unfortunately not all browser store their settings in the same location. That being said, to make sure you know exactly how to clear your cache/cookies on your device, below we have outlined instructions to the most used web browsers, including any mobile browser apps you may use on your phone or tablet:

Internet Explorer

  1. On your computer, open the Internet Explorer browser
  2. In the top right corner of the application, click the icon that looks like a gear
  3. Select Safety, then Delete browsing history...
  4. Check the boxes labelled "Temporary Internet Files" and "Cookies"
  5. Click Delete

Microsoft Edge

  1. On your computer, open the Microsoft Edge browser
  2. In the top right corner of the application, click the "Hub" icon that looks like three parallel lines overlapping a star
  3. Select History, the Clear history
  4. Check the boxes labelled "Cookies and saved website data" and "Cached data and files" 
  5. Click Clear

Safari

  1. On your computer, open the Safari browser
  2. In the menu options to the top left of your screen, click Safari, then Preferences...
  3. Click the Privacy tab in the window that opens, then Remove All Website Data...
  4. Click Remove Now when a pop-up appears

Google Chrome

On a computer:

  1. On your computer, open the Google Chrome browser
  2. In the top right corner of the application, click the icon that looks like three dots in a vertical line (More)
  3. Select More tools, then Clear browsing data 
  4. To delete all data, next to "Time Range," choose All time
  5. Below there will be three check boxes including "Browsing History," "Cookies and other site data," and "Cached images and files." Check all three boxes
  6. Click Clear data

On an Apple device:

  1. On your iPhone or iPad, open the Google Chrome app
  2. In the top right corner of the application, tap the icon that looks like three dots in a vertical line (More)
  3. Tap History, then Clear browsing data
  4. Check the boxes next to "Cookies, site data" and "Cached images and files"
  5. Tap Clear browsing data

On an Android device:

  1. On your Android phone or tablet, open the Google Chrome app
  2. In the top right corner of the application, tap the icon that looks like three dots in a vertical line (More)
  3. Tap History, then Clear browsing data
  4. To delete all data, next to "Time Range," choose All time
  5. Check the boxes next to "Cookies and site data" and "Cached images and files"
  6. Tap Clear data

Firefox 

on a Mac:

  1. On your computer, open the Firefox browser
  2. In the top right corner of the application, click the icon that looks like three parallel lines
  3. Select Preferences
  4. Click Privacy & Security, then Clear History under the "History" heading
  5. To delete all data, next to "Time range to clear," choose Everything
  6. Check the boxes labelled "Cookies" and "Cache"
  7. Click Clear Now

on a PC:

  1. On your computer, open the Firefox browser
  2. In the top right corner of the application, click the icon that looks like three parallel lines
  3. Select Options 
  4. Click Privacy (on a PC), then Clear History under the "History" heading
  5. To delete all data, next to "Time range to clear," choose Everything
  6. Check the boxes labelled "Cookies" and "Cache"
  7. Click Clear Now

on a mobile device:

  1. On your mobile device or tablet, open the Firefox app
  2. In the top right corner of the application, tap the icon that looks like three parallel lines
  3. Tap Settings, the Data Management in the "Privacy" section
  4. Toggle on Cache and Cookies from the available options
  5. Tap Clear Private Data, then OK

More Detail

Most issues users experience with our sites do stem from browser errors, so completing the above instructions should help resolve the issue. That being said, if you have followed all the steps outlined above and are still experiencing issues, this may be an issue related to the functions of our site, which would require further investigation from us.

If these options did not resolve your issues, then please take a screenshot or video of the error you are experiencing and submit a request to our Customer Success team for further investigation.

It would also be incredibly helpful if you could let us know the following information as well:

  • what function you were trying to complete when the error occurred
  • if an error message was shown on the screen when performing that function
  • what device(s) - including make and model (i.e. iPhone X, Samsung Galaxy S9, Microsoft Surface 2, etc.) you used to access our site at the time the error occurred

With that information we will be able to launch a more thorough investigation into the issue and hopefully find a quick fix or solution to the error.

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