Troubleshooting Web Based Applications Including Pulse and D2L
This will walk you through basic troubleshooting for programs/apps that run in a web browser. This includes but is not limited to Pulse, D2L, FreshService, Panopto, and Microsoft Office.
This document has links to the respective browser’s help sections with instructions, along with other links to third party sites.
This document is intended to for Desktop/Laptop computers running MacOS or Windows 10, not mobile devices like Android, iOS, or Chromebooks.
Most problems with web browser related programs, videos, etc… are caused by 1 of 4 things:
- Corrupt Cache / Temporary Files / Cookies
- Extensions/Add-ins
- Slow Network Speed
- Firewalls or Antivirus software that can block certain network traffic
Browser Hard Refresh
First, try performing a hard refresh on your existing Browser window using one of the button combinations below.
ChromeQuick hard refresh can be done by using the following shortcut keys:
Windows/Linux:
- Hold down Ctrl and click the Reload button.
- Or, Hold down Ctrl and press F5.
MacOS:
- Hold down ⌘ Cmd and ⇧ Shift key and then press R.
- Or, hold ⇧ Shift and click the Reload button.
SafariQuick hard refresh can be done by using the following shortcut keys:
Mac OS:
- Hold down the Option + ⌘ Cmd key and then press the ‘E’ key.
FirefoxQuick hard refresh can be done by using the following shortcut keys:
Windows/Linux:
- Hold down Ctrl and ⇧ Shift and then press R.
- Or, hold the Ctrl key and press the F5 key.
Mac OS:
- Hold down ⌘ Cmd and ⇧ Shift and then press R.
- Or, hold down the ⇧ Shift and click the Reload button.
EdgeQuick hard refresh can be done by using the following shortcut keys:
- Hold the Ctrl key and click the Refresh button.
- Or, hold the Ctrl key and press the F5 key.
Web Browser
Most web browsers related issues can be resolved by removing cache files, turning off extensions/add-ins or using a private browsing mode. Private sessions are a great way to troubleshoot. If it works in a private session; it’s most likely an extension or a cache issue.
Below are links:
Network Speed
You can go to www.speedtest.net to test your network speed. Higher latency and lower overall speed is not what you want. If you see this, try the following:
- Reduce the number of devices actively using your network (TVs, Phones, Other Streaming devices)
- Reboot your modem/Router
- Reboot your computer
Firewalls or Antivirus software
Some computers come with Firewall software or Antivirus software that can cause some network traffic to be blocked. Review the documentation that come with your device and/or internet service to learn how to temporarily disable these services to see if the problem improves.
Other Troubleshooting
If you run into a problem that none of the above fixes, try these:
- Use another device, does the same problem happen?
- Use a different network or mobile hotspot
If problems persist, contact the Solutions Hub (SolutionsHub@dmu.edu or 515-271-1522) for assistance.