What To Do If A Page Won't Load

If you're experiencing trouble with a page not loading, you may see a loading icon in the center of the screen. It is also possible a page just simply won't load at all. The most common resolution for this is to clear your cache/cookies/history. The steps vary slightly depending on what web browser you're using. Here are steps for how to resolve it in a Google Chrome browser, the most common option for users of Mastermind. (Scroll down for some Safari troubleshooting tips.)

Step 1: Clear Your Site Data.

  • Right-click on the screen.
  • Select "Inspect" > "Application".
  • (You may need to click the >> to view "Application").
  • Choose "Storage" from the menu.
  • Click the "Clear Site Data" button

Step 2: Clear Your Cookies.

  • Click the lock icon next to the URL of the page (in this example we use google.com but you'll want to use the actual page that isn't loading)
  • Select "Cookies".

  • Click the "Remove" button in the popup window that appears.


Step 3: Do a hard refresh of the web browser.

  • On a PC, use the command Control + F5.
  • On a Mac, use the command Command + R.

Step 4:  Reset Chrome Flags.

  • If the hard refresh of the web browser still didn't work, enter this into your search bar: chrome://flags/

  • When the page loads, reset all to default.
  • Then do another hard refresh of the browser.

Steps to clear Safari cache:

Step 1: Click the "Safari" drop-down menu.

Step 2: Select "Preferences". Click on the "Advanced" tab.

Step 3: Choose the "Show Develop" menu in the menu bar checkbox, and then close the Preferences window.

Step 4: Choose the "Develop" drop-down menu.

Step 5: Click "Empty Cache".

Step 6: Refresh your web browser

FAQ:

Question: How do I know if a browser extension is causing the issue?

Answer: Try disabling all extensions and then reloading the page. If the issue is resolved, re-enable extensions one by one to identify which one is causing the problem.

Question: What is a hard refresh, and how is it different from a regular refresh?

Answer: A hard refresh bypasses the cached files and forces the browser to load the most recent version of the page from the server.

Question: Can I follow the same steps to clear cache and cookies in other browsers like Firefox or Edge?

Answer: The steps are similar but may vary slightly. In most browsers, you can access these settings through the menu options or by right-clicking on the page and selecting developer tools.

Question: Will clearing cookies log me out of websites?

Answer: Yes, clearing cookies will likely log you out of websites as it removes stored login sessions and preferences.

Question: How often should I clear my cache and cookies to avoid loading issues?

Answer: While there’s no strict rule, clearing cache and cookies every few weeks or when you notice loading problems can help prevent issues.

Question: Are these steps applicable to other browsers like Firefox or Edge?

Answer: Yes, the steps are similar, but the menus and settings may vary slightly. Most browsers allow clearing cache and cookies through their settings or developer tools.

Question: Does my internet speed affect the "loading icon" issue?

Answer: Yes. If your connection is unstable, the browser might "time out" before it can download all the necessary files. If clearing your cache doesn't work, try switching from Wi-Fi to a hardwired connection or a different network to rule out internet issues.

Question: What is "Incognito Mode" and how does it help with troubleshooting?

Answer: Incognito (or Private) mode launches a browser session with zero extensions and no saved cache/cookies. If the page loads perfectly in Incognito but fails in a regular window, you know for certain that the issue is being caused by an Extension or Old Cache, rather than a problem with the platform itself.