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Troubleshooting browser and network issues

Thomas
  • Updated

This article covers common browser and network issues that may affect your experience with Deputy. We recommend trying these troubleshooting steps before contacting Deputy Support.

Before you read

  • Target audience: This article is for users with System Administrator, Location Manager, Advisor, Supervisor, and Team member access.
  • Plan restrictions: This feature is available on all Deputy plans.

This article covers:

General browser and network troubleshooting

If you’re having trouble with Deputy when working with your business, the issue might be related to your browser or network.

Before reaching out to our support team, it's worth taking the following items into consideration:

  1. Ensure you’re using one of our supported browsers and it has been updated to the latest version available. 
  2. Log into your account using a different browsing application entirely. (ie. if you're using Chrome, give Safari a try).
  3. Log into your account using a private or incognito browsing window.
  4. Clear your browser's cache. Instructions related to Chrome can be found here. Please note: clearing passwords and other sign-in data is not required.
  5. Confirm that cookies and Javascript are enabled in your browser using this link. Our system relies on these when you're logged in and making updates to your business. Note: if you block third-party cookies in your browser then Deputy functionality, including displaying educational content may be adversely affected.
  6. Disable browser extensions that could be interfering with your ability to make updates to your business. 
  7. Reset your browser zoom settings to ensure you're not too zoomed in or too zoomed out.
  8. Restart your router, modem, or gateway to clear its cache.

If you've tried these steps and are still having problems accessing Deputy, please submit a Support ticket.

If you're having trouble using Deputy, the issue may be related to your browser or network. This article explains common troubleshooting steps you can try before contacting Deputy Support.
 

Safari (macOS): Deputy Training and Deputy essential links aren't appearing

If you're using Safari on a Mac, you may not be able to see some training resources, such as Deputy Training and Deputy Essentials, when you select Help in the bottom right corner Deputy.

This can happen because Safari's Prevent cross-site tracking privacy setting blocks the website data needed for some Help and training links to load correctly.

To resolve the issue, try these steps before reaching our support team:

  1. Open Safari.
  2. In the top menu bar, select Safari.
  3. Select Settings (this may also be listed as Preferences).
  4. Select the Privacy tab.
  5. De-select Prevent cross-site tracking.
  6. Close the Settings window.
  7. Refresh Deputy and try clicking the Help icon again.

Once you've turned this setting off, the Deputy Help and training links should display and open as expected.

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