---
title: Troubleshoot browser issues
description: Follow this guide to troubleshoot issues on your browser. Learn how to clear cache and cookies, use incognito mode, update your device and browser, disable VPN and browser extensions, etc.
---

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# Troubleshoot browser issues

## Are you or your users having issues with your library, such as using certain features or opening books on your browser? Read this article for detailed support.

### Table of Contents

1. [Clear cache and cookies](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#clear-cache-and-cookies)
2. [Incognito mode or private browser](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#incognito-mode)
3. [Update device](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#update-device)
4. [Update browser](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#update-browser)
5. [Disable VPN](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#disable-vpn)
6. [Disable browser extensions](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#disable-browser-extensions)
7. [Try another browser](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#try-another-browser)
8. [Try another device](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#try-another-device)
9. [Try another network connection (WiFi or cellular)](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#try-another-network-connection)
10. [Restart device](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#restart-device)
11. [Next steps, if you're still having trouble](https://organisations.perlego.com/support/help-centre/troubleshoot-browser-issues#next-steps)

### Clear cache and cookies

**Chrome**

**![Screenshot 2024-05-17 at 12.43.46](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2012.43.46.png?width=414&height=349&name=Screenshot%202024-05-17%20at%2012.43.46.png)**

1. Go to an open or new window and click the **3 vertical dots** in the top right corner
2. Click **More Tools** \> **Clear Browsing** **Data**
3. Choose how far back you want your browsing history cleared (we'd suggest '**All Time**')
4. **Check** the boxes next to '**Cookies and other site data**' and '**Cached images and files**'
5. Click **Clear Data**

**Firefox**

**![Screenshot 2024-05-17 at 12.44.26](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2012.44.26.png?width=495&height=257&name=Screenshot%202024-05-17%20at%2012.44.26.png)**

1. Go to an open or new window and click the **3 vertical lines** in the top right corner
2. Select **Settings** -\> **Privacy and Security** panel on the left
3. Scroll to the **Cookies and Site Data** section
4. Click **Clear Data**
5. **Check** the boxes next to '**Cookies and Site Data**' and '**Cached Web Content**'
6. Click **Clear**

**Safari**

![Screenshot 2024-05-17 at 12.45.45](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2012.45.45.png?width=386&height=316&name=Screenshot%202024-05-17%20at%2012.45.45.png)

1. In the Safari app on your Mac, choose **History** in the tab at the top of the screen and then **Clear History**
2. Choose how far back you want your browsing history cleared (we'd suggest **'All Time')**
3. Click **Clear History**

### Incognito mode or private browser

*If you did the previous step you can skip this one!*

**Chrome**

- Keyboard Shortcuts:

    - CMMD + Shift + N (on macOS)
    - CTRL + Shift + N (on Windows/Linux)

1. Manual:
   
   ![Screenshot 2024-05-17 at 12.52.26](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2012.52.26.png?width=254&height=359&name=Screenshot%202024-05-17%20at%2012.52.26.png)

     1. At the top right of an open Chrome window, click the three dots
     2. Click **New Incognito Window**
     3. A new window appears. In the top corner, check for the **Incognito icon**

**Firefox**

- Keyboard Shortcuts:

    - Shift + ⌘ + P (on macOS)
    - Shift + CTRL + P (on Windows/Linux)
- Manual:

    1. Click on the **Firefox Menu** in the upper-right-hand corner of the browser
    2. Select **New Private Window**

**Safari**

- *Skip this step if you're using Safari*

### Update device

**Mac**

**![Screenshot 2024-05-17 at 15.26.21](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.26.21.png?width=415&height=211&name=Screenshot%202024-05-17%20at%2015.26.21.png)**

1. Select **🍎 Apple menu -\> System Preferences.**
2. Click **Software Update.**

**Tip**: You can also click the Apple menu—the number of available updates, if any, is shown next to System Preferences.

**Windows**

**![Screenshot 2024-05-17 at 15.30.20](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.30.20.png?width=392&height=180&name=Screenshot%202024-05-17%20at%2015.30.20.png)**

1. Select **Start -\> Settings.**
2. **Update & Security -\> Windows Update.**
3. Select **Check for updates**.
4. If updates are available, install them.

### Update Browser

**Chrome**

**![Screenshot 2024-05-17 at 15.33.16](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.33.16.png?width=446&height=348&name=Screenshot%202024-05-17%20at%2015.33.16.png)**

1. Go to an open or new window and click the **3 vertical dots** in the top right corner.
2. Click **Help**.
3. **About Google Chrome**.
4. Click **Update Google Chrome**.

   *Important:* If you can't find this button, you're on the latest version.
5. Click **Relaunch**.

 **Firefox**

**![Screenshot 2024-05-17 at 15.34.16](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.34.16.png?width=435&height=215&name=Screenshot%202024-05-17%20at%2015.34.16.png)**

1. Click the **Menu** button. at the right side of the Firefox toolbar, go to **Settings**, and scroll down to **Firefox Updates.**
2. Firefox will check for updates **automatically**. If an update is available, it will be downloaded.
3. When the download is complete, click **Restart** to update Firefox.

**Safari**

**![Screenshot 2024-05-17 at 15.34.54](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.34.54.png?width=491&height=251&name=Screenshot%202024-05-17%20at%2015.34.54.png)**

1. Go to **System Preferences**
2. Select **Software Update**.
3. Wait for your device to check for updates.
4. If there's an available update, click **Upgrade Now**.

### Disable VPN

If you do not use a VPN, *please skep this step.*

### Disable browser extensions

*If you have already tried opening the book in incognito mode or a private browser, in Chrome or Firefox, you can skip this step.*

 **Chrome**

**![Screenshot 2024-05-17 at 15.37.46](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.37.46.png?width=526&height=308&name=Screenshot%202024-05-17%20at%2015.37.46.png)**

1. At the top right, click the three dots
2. Select **More tools**
3. Select **Extensions**
4. Use the **toggle** next to each extension to temporarily disable them

 **Firefox**

**![Screenshot 2024-05-17 at 15.38.33](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.38.33.png?width=511&height=263&name=Screenshot%202024-05-17%20at%2015.38.33.png)**

1. Click the **Menu** button
2. Click **Add-ons** and **Themes** and select **Extensions**
3. Click the **blue toggle** to temporarily disable each extension

**Safari**

**![Screenshot 2024-05-17 at 15.39.35](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-17%20at%2015.39.35.png?width=435&height=258&name=Screenshot%202024-05-17%20at%2015.39.35.png)**

1. **Choose Safari**
2. **Preferences**
3. Then click **Extensions**
4. **To turn off an extension, deselect its checkbox**

### **Try another browser**

Try opening the book(s) in a different browser such as *Chrome, Firefox, or Safari.*

### Try another device

Try opening the book(s) on different device, or the mobile app, if you are able to *(i.e. a laptop, desktop, phone, or tablet)*

### Try another network connection (Wifi or cellular)

If you have another network connection you can try, or a hotspot, please connect and try to open the book using this connection instead.

### Restart device

Try restarting your device.

### Next steps, if you're still having trouble

If none of the above has helped, please submit a **customer support ticket** through this [link](https://organisations.perlego.com/support-ticket?hsLang=en) with the following information and your Account Manager will get in touch to assist you. Check out [this article](https://26048107.hs-sites-eu1.com/knowledge-base/raise-a-customer-support-ticket?hsLang=en) for more information around customer support tickets. 

1. Any error messages you see
2. Title and author of book(s) affected
3. [Screenshot or screen recording of the issue](https://help.perlego.com/en/articles/6674342-how-to-take-a-screenshot-or-recording)
4. [Device Model Name & Version](https://help.perlego.com/en/articles/6674358-find-your-device-name-version)

 

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