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. Chrome Quick 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. Safari Quick 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. Firefox Quick 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. Edge Quick 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: Chrome: Clear cache & cookies | Incognito (Private) Safari: Clear cache & cookies | Private Browsing Firefox: Clear cache & cookies | Private Browsing Edge: Clear cache & cookies | InPrivate Browsing If Clearing Cache in your preferred browser does not work, try the application in another browser. If it works in another browser, your preferred browser may need an update or has an add-in blocking the application. 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 you are trying to upload a file to a form remove any special characters from the file name. These characters are allowed for files names on a MAC but not allowed on most upload platforms " * : < > ? / \ |. If problems persist, contact the Solutions Hub (SolutionsHub@dmu.edu or 515-271-1522) for assistance.

Windows allows you to change the scale of Text, Apps, and other items for a given resolution. This ensures the best quality visual as possible while increasing the size of items on the screen to make them easier to read. Use the instructions below to change the scale on your Windows device. Search for Display Settings from your Task Bar or Start Menu and choose "change the resolution of the display" On the Display settings page find Scale and Layout. Choose your preferred scale setting. This will increase the size of Text, Icons, and other items on your screen while leaving the resolution the same.

With a wireless mouse/keyboard not working properly, or not at all, there are several trouble-shooting steps that may resolve your issues very quickly: Battery: A wireless mouse requires batteries to power its communication with your computer, whether it’s using Bluetooth or USB connectivity. Check to be sure the batteries are inserted correctly, and that they’re not simply worn out. Fresh batteries are the cure for many wireless mouse problems. Power switch: Many mouse devices have a switch on the bottom, so that you can turn them off and save your battery when not in use. Make sure that switch is set to ON, and if there is a power LED on the mouse, it should be illuminated. Receiver: A USB mouse will require a small receiver that plugs into an available port on your laptop or desktop computer.  If the receiver is plugged in, and you’ve tried all other troubleshooting steps, try moving the receiver to a different USB port, if one is available. USB ports can go bad, making them unusable. If it doesn’t have a receiver, it may be a bluetooth mouse – in which case, check your bluetooth settings. Software: Did you previously have another manufacturer’s mouse that included proprietary software to control it? There may be conflicts between your new mouse and old software. Try uninstalling any previous mouse-related software, then reinstall your new mouse. Outdated drivers: If your drivers for the mouse are not installed or out of date, your device may not work properly or may not connect.  In the event that you want to try reinstalling/updating your drivers, you can do this either via Device Manager or navigating directly to the manufacturers website. Try another computer: If your wireless mouse is still not working, try using it on another computer. That will tell you immediately if the problem lies within the computer talking to your mouse, or if the mouse functions properly on another system.