Triaging a Single User

Check which browser is being used. Most Arc products support the latest version of Chrome on both Windows and Mac machines. While other browsers may work, they may not be certified to work with the Arc products, and support for these browsers may come in later product versions, if at all. A simple switch to Chrome clears up many issues.

Check the Chrome version. An out-of-date version of Chrome can cause rendering issues with the Arc tool. Ensure your users are running one of the three latest versions of Chrome.

Clear the browser’s cache. Sometimes a product upgrade can cause a conflict with objects stored in the local browser’s cache. A “hard” Refresh (which clears the cache) can be done using the shortcut Cmd+Shift+R on a Mac, or Ctrl+F5 on a PC.

Clear cookies and other site data. Enter Developer Tools to clear cache, cookies, and other site data.

Look for browser plugins and extensions. While convenient, browser plugins and browser extensions can interfere with Arc products by rewriting the data sent to the browser or otherwise interacting with the browser in an unexpected way. Temporarily disabling plugins (and reloading the site or page) resolves many issues.

Try incognito mode. To be absolutely sure there’s no conflict with cache, cookies, or plugins, have the user sign into a completely new session in an incognito browser window. This is just for testing purposes; we are not recommending that the user browse in incognito mode permanently.