How can I troubleshoot browser, cache, cookie, and SSO issues?
Overview
Browser cache and cookies are stored by your internet browser to help pages load faster and keep you signed in. However, outdated or corrupted cache, cookies, or login session tokens can sometimes cause access issues on the Skill Dynamics platform.
Clearing your browser cache and cookies is a recommended first troubleshooting step when a page does not load correctly, a course remains blank, or a login issue continues after a password reset.
Applies to
• Learners, managers, and Academy Coordinators using the Skill Dynamics platform.
• Users who experience page loading, course loading, login, or Single Sign-On (SSO) issues.
• Users using Google Chrome, Microsoft Edge, or Mozilla Firefox.
Before you start
• Save any work in progress before clearing cache and cookies.
• You may be signed out of websites in the same browser and may need to sign in again.
• Only clear Cookies and other site data and Cached images and files. You do not need to clear saved passwords.
• After clearing cache and cookies, close and reopen the browser, then try accessing the page again.
When should I clear cache and cookies?
|
Situation |
Why clearing cache and cookies may help |
|
The page does not load correctly |
Images are missing or corrupted, the page appears too zoomed in or too zoomed out, or the page shows only text and links. |
|
Login fails after a password reset |
A previous session token may still be stored in the browser, especially if the password was reset by an administrator or support team. |
|
The page shows an error |
Errors such as 503, 404, or 505 can sometimes continue to appear if an old error or outdated data is stored in the browser cache. |
|
A course or page remains blank |
Course content or page content may fail to display if the browser is using outdated or corrupted cache data. |
How to clear cache and cookies in Google Chrome
• Open Google Chrome and click in the address bar at the top of the browser window.
• Type chrome://settings/clearBrowserData and press Enter.
• Select More if needed, then set the time range to All time.
• Make sure Cookies and other site data and Cached images and files are selected.
• Select Clear now.
When the process is complete, reload the Skill Dynamics page where the issue occurred.
How to clear cache and cookies in Microsoft Edge
• Open Microsoft Edge and click in the address bar at the top of the browser window.
• Type edge://settings/clearBrowserData and press Enter.
• Set the time range to All time.
• Make sure Cookies and other site data and Cached images and files are selected.
• Select Clear now.
• When the process is complete, reload the Skill Dynamics page where the issue occurred.
How to clear cache and cookies in Mozilla Firefox
• Open Mozilla Firefox and click in the address bar at the top of the browser window.
• Type about:preferences and press Enter.
• Select Privacy and Security.
•. Scroll to Cookies and Site Data and select Clear browsing data.
•. Set When to Everything.
• Make sure Cookies and site data and Temporary cached files and pages are selected.
• Select Clear.
• When the process is complete, reload the Skill Dynamics page where the issue occurred.
|
Tip If the issue continues after clearing cache and cookies, try closing the browser completely and reopening it before signing in again. |
What should I do if I have an SSO sign-in issue?
Single Sign-On, or SSO, allows users to access Skill Dynamics with their organisation credentials. SSO depends on the configuration between your organisation's identity provider and the Skill Dynamics platform. If the details do not match, or if access is blocked by the network, sign-in may fail.
Common SSO errors and actions
|
Issue |
Possible cause |
Recommended action |
|
Error 404 when signing in with SSO |
The identity provider and Skill Dynamics may not have completed the sign-in communication successfully. This may happen if the user is not in the correct SSO group, is using the wrong organisation credentials, is on a restricted VPN, or if the Skill Dynamics site is not whitelisted on the network. |
Check with your local network administrator and the person responsible for SSO configuration in your organisation. |
|
Error 500 when signing in with SSO |
The platform may not be able to process the information sent by the identity provider, or the issue may be linked to an unstable network connection. |
Clear cache and cookies first. If the issue continues, check whether other users are affected and contact the appropriate internal team or Skill Dynamics Support. |
What information should I provide to Support?
If the issue continues after following the troubleshooting steps, contact Skill Dynamics Support at support@skilldynamics.com. Include as much detail as possible so the team can investigate efficiently.
• Your full name, company name, and registered email address.
• The browser you are using, such as Chrome, Edge, or Firefox.
• The page or course you are trying to access.
• A screenshot of the error message or blank page.
• Whether you are using SSO, VPN, or a company network.
• Whether clearing cache and cookies has already been completed.
• Whether the issue affects only you or other users as well.
Email template
|
Email subject: Browser, cache, cookie, or SSO access issue Dear Support Team, I hope you are doing well. I am experiencing an issue accessing the Skill Dynamics platform.
Details: Full name: Company name: Registered email address: Browser used: Page or course affected: Error message shown: SSO/VPN used: Yes / No Cache and cookies cleared: Yes / No Other users affected: Yes / No / Not sure
Please find attached a screenshot of the issue. Could you please assist me?
Thank you. |