Keywords: cache, cookies, clear cache, browser, glitch, login issue, can't login
Summary
This article covers how to clear your browser cache and cookies in Chrome, Edge, Firefox, and Safari. Clearing these regularly is one of the best first steps when experiencing login issues or glitches in Cloud 9.
Why Clear Cache and Cookies?
If you're experiencing glitches in Cloud 9, (such as login issues despite entering the correct password, or being unable to complete certain tasks), clearing your browser's cache and cookies is often the quickest fix. Cached files are temporary data your browser stores to speed up load times, but when they build up over time they can interfere with performance and prevent updated content from loading correctly. Cookies work similarly, storing session data for recent activity.
In Cloud 9 specifically, security settings restrict users to one active login per browser, so if a cookie from a previous session is still active, it can cause errors when trying to access a different patient's treatment card. Clearing both regularly, (ideally weekly or biweekly), keeps your browser running smoothly and is always a good first troubleshooting step. See below for instructions on how to clear your cache and cookies in various browsers.
How to Clear Cache and Cookies In Google Chrome
1. In the upper right corner of your browser, click the three vertical dots. Then click 'Delete Browsing Data.' (Alternately, you can also use the keyboard shortcut of pressing ctrl + shift + delete at the same time.)
2. Next, for the time range make sure you select 'All Time.' Then click the bottom two check boxes for cookies and other site data and cached images and files. (Screenshot below shows the correct two selected.)
3. Now click the 'Delete Data' button once the settings are correct and wait for the browser to complete the deletion.
4. Once it is finished, it will take you back to the main google menu. Make sure you click 'About Chrome' in the lower left hand side. Then let it check for an update.
5. Very Important. The last step of the process is, whether the browser updates or not, make sure to close the browser and then relaunch it. This is an essential step of this process. You will have to login to any sites or apps you were previously logged into in the browser, this is expected behavior. Please make sure to do this final step when clearing cached files and cookies.
6. Now, log back into Cloud 9 Software in the new browser you re-launched and try the action again you were attempting. A lot of times this can fix minor issues/glitches caused by too many cached files or cookies accumulated in your browser.
How to Clear Cached Files and Cookies in Microsoft Edge
1. In the Microsoft Edge browser, click the three horizontal dots for Settings and More. (Alternately, you may use the keyboard shortcut of pressing alt + F at the same time.)
2. Select 'Settings' in this menu.
3. Next, select 'Privacy, search and services.'
4. Select the option that says 'Clear Browsing Data.' Then, in the upper right, click on the button that says 'Choose What to Clear.'
5. For time range, select 'All time.' Then make sure to select the last two boxes labeled, 'Cookies and Other Site Data', and 'Cached images and Files.' Once you have selected these, click 'Clear Now' and wait for the browser to complete the action.
6. Once the browser has finished clearing the data, click the 'About Microsoft Edge' in the lower left hand corner to check for updates to the web browser.
7. Very Important. The last step of the process is, whether the browser updates or not, make sure to close the browser and then relaunch it. This is an essential step of this process. You will have to login to any sites or apps you were previously logged into in the browser, this is expected behavior. Please make sure to do this final step when clearing cached files and cookies.
8. Now, log back into Cloud 9 Software in the new browser you re-launched and try the action again you were attempting. A lot of times this can fix minor issues/glitches/too many cached files or images accumulated in your browser.
How to Clear Cache and Cookies in Mozilla Firefox
1. Click the menu button with the three horizontal lines in the upper right of browser and select 'Settings.'
2. Select the 'Privacy and Security' option on the left hand side and scroll down to where it says 'Cookies and Site Data.'
3. Click 'Clear Data.' For the When, select 'Everything.' Then make sure to select 'Cookies and Site Data' and the 'Temporary Cached files and pages' check boxes. Next, click 'Clear' and wait for the browser to clear the data.
4. Once this is done, you will want to go back to the menu three horizontal lines on the upper right hand side of the browser. Then scroll down and click help, then click 'About Firefox.'
5. Very Important. The last step of the process is, whether the browser updates or not, make sure to close the browser and then relaunch it. This is an essential step of this process. You will have to login to any sites or apps you were previously logged into in the browser, this is expected behavior. Please make sure to do this final step when clearing cached files and cookies.
6. Now, log back into Cloud 9 Software in the new browser you re-launched and try the action again you were attempting. A lot of times this can fix minor issues/glitches/too many cached files or images accumulated in your browser.
How to Clear Cache and Cookies in Safari
1. Go to the Safari App on your Mac.
2. Choose Safari > Settings, then click 'Privacy.'
3. Click 'Manage Website Data.'
4. Select one or more, (can select all), websites then click 'Remove' or 'Remove All.'
5. As a last step, close and relaunch the browser and log back into your Sites for the final step.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.