General Troubleshooting
What's your problem?
You know that something's not working, but you're not exactly sure what the problem is.
On this page we'll show you some simple steps that could help you to identify your issue or even solve it outright.
Am I connected to the internet?
Seeing as you're reading this page its likely that you are! If you are viewing this page offline, please check your Wi-Fi symbol. It looks something like this:
Try loading another web page. If you can load pages with mostly just text, but can't watch a YouTube video, there is probably an issue with the strength or speed of your connection.
You can learn more at our page on internet connection.
My internet connection is fine, but the Access Hub doesn't look right or won't load correctly.
Refreshing the page
In your web browser:
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First, try refreshing the page. Just click the arrow that forms a circle, near the top-left of your screen.
This will ask your browser to provide you with the most updated version of the page you have up.
Clearing the cache
Still in your web browser, find the 3 dots that take you to your browser's settings. This is usually in the top-right hand side of the screen.
Navigate to the option that allows you to delete browsing data. This is usually via History. As a warning, deleting your cookies will sign you out of most sites you are signed in to. Please ensure you are comfortable in doing so before proceeding. This might mean making sure that you know your log in details for those sites.
Additionally, some apps, like Google Drive or Microsoft OneDrive, allow you to access files offline. If you clear the cache, you might lose access to these offline files. However, the files themselves will still be available on the app’s servers.
When you are happy to proceed, clear your cache, and try the Access Hub again.
- Try a different web browser
Google Chrome, Microsoft Edge, Mozilla Firefox, Opera and if you use Apple products, Safari, are all perfectly reasonable web browsers and all available for free.
Sometimes you might just need to update your current browser. Your browser will usually prompt you to do so, with a notification in the top-right hand corner of the screen.
Alternatively, you can usually find the option in your browser's settings.
- Private browsing or incognito mode
We may ask you to use this function when working through a technical fix with you. This option can be found after clicking the 3 dots that take you to your browser's settings.
It is also usually accessed by pressing Ctrl + Shift + N.
- Email us!
If none of this has helped, please get in touch at hubsupport@theaccessproject.org.uk