Application and connectivity issues

This is a basic guide for troubleshooting issues with accessing SEQTA, error messages, blank pages and display issues.

Indicators of browser and application issues

Some examples of issues that may be related to the web-browser are:

• rendering and display issues
• log-in issues
• error messages
• buttons/menu items not working when selected
• blank pages

Try refreshing (reloading) the page

In many cases, a simple force refresh will resolve the issue. This can be accomplished with the following key combinations or buy clicking on the 'refresh' or 'reload' icon next to the address bar at the top of the page. Please note, restarting SEQTA is not the same as refreshing/reloading the page.

The following options can be used to refresh the page:

• Click the refresh/reload icon found next to the address bar (Mac and Windows)
• Shift+F5 for a hard refresh (Windows)
• Command + R (MAC)

Test on another browser

As a test, try using another web-browser to see if the same issue occurs. If the other browser works correctly, this indicates a browser issue. Continue on to the steps below.

Ensure browser is up-to-date

If the issue is specific to one browser, check the Nerdy stuff to find which browser and version you are using, then check to see if it's included in the list of supported browsers.

Disable addons/extensions

If the web browser being used is a supported browser, it may be worthwhile to test and see if the same issue occurs with the add-on/extensions disabled. Disabling add-ons for testing purposes is a fairly safe process. However, the school's IT person can assist with this process if preferred.

Clear the Caches/Temporary Internet Files/History

When accessing SEQTA (and other webpages) the browser will store a copy of the web documents, such as HTML pages and images, in-case you need to access the page again (this way the page will load quicker).

This functionality is used to reduce bandwidth usage, server load and perceived lag. Each Web Browser has a setting to clear these files, however, the steps for accessing these settings will differ. Access steps by doing a Google search, eg. how to clear caches in Firefox.

Connect using another network or using a network cable

Slow internet or latency may affect SEQTA more than standard web-sites. Wifi is more prone to connectivity issues which is why connecting using a cable may help. Connecting to a different network is also a helpful test. For example, if you have a smart phone, one option may be to enable the 'hot spot' option and connect to that.

Connectivity alert

SEQTA will display a 'not connected' or 'trouble connecting' information bar across the top of the page as an indication of connection status. In areas where content is automatically saved, such as programme overview, the save of the new content will be repeatedly attempted. However, it should be noted that since browsers can have very long timeouts, sometimes up to a few minutes in length, such connectivity alerts may not be immediate.

Internet Explorer - Turn off Compatibility View

To fix the 'blank page in IE' problem, go into the Compatibility View Settings and untick the box that says 'Display intranet sites in Compatibility View'.