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Troubleshoot CAKE System Viewing Issues

This article will cover how to troubleshoot CAKE System Viewing Issues

The problem: I’m having trouble viewing CAKE… 

Why am I Having Trouble Viewing CAKE in my Web Browser?

CAKE is built with several web technologies that can become cached or stored on your computer/browser for fast referencing. However, when CAKE releases updates to the software each month, your browser may fail to update to the newest version because it is referencing the cached version stored on your browser.  The following issues may occur:

  1. Entity cards (ie: Offer / Affiliate / Campaign) fail to open when a link is clicked
  2. Wizards (ie:  Add Offer, Deliver Email, Mass Adjustment Tool) fail to open when launching a new wizard
  3. Reports fail to load results, even for very short timescales/datasets

The Solutions

Try: Diagnose and Fix General Cache Issues

Caching can occur not just within the browser, but also at your office intranet or at a network level.  Fixing the issue can often take more than simply 'clearing your cache'. Here are 6 possible methods to fix this issue:

  1. Zoom Setting

    1. Make sure that the zoom on the browser is set to 100%. Non-standard page sizes seem to interfere with the browser rendering the cards, especially wizard cards.

  2. Hard Refresh

    1. Simply hold down SHIFT and press the refresh button. Instructs the browser to request all components of the website again. Tends to fix reporting issues

  3. Private Browsing Mode

    1. Use a private browser window to login. Private windows (aka InPrivate or Incognito) are designed to avoid people being tracked, so will load components up separate to their normal cache. However this separation is not 100%, so does not always solve the problem. Sometimes it works, sometimes not.

  4. Clear Cache 

    1. Clear your cache (though not your cookies). Clearing cookies and plugin data can also help but may interrupt other saved data you have for other websites.

In Chrome, you can navigate :

  • The three line Settings button at the top right of the browser
  • Select More Tools

  • Choose Clear Browsing Data - Please note that 'Cached images and files' and 'Hosted app data' are the only options we recommend; but these are not the default options.

In Firefox navigate to:

  • Preferences

  • Click Advanced  

  • Click Network  

  • Click Cached Web Content

  • Select Clear now

You can also try:

  • Preferences

  • Click Privacy

  • Click Clear your recent history

  • Select Today

5.  New Browser 

  • Use a completely different browser for the interim. Cache issues will disappear over time as the cache clears, so temporarily using another browser solves the problem. Below are some suggested browsers to install:

  • Google Chrome - the world's most popular browser. Very powerful, but can be memory intensive. Built on the Blink rendering engine.

  • Mozilla Firefox - The original open source web browser. Built by users for users, so does not expose your privacy unnecessarily. Built on the Gecko rendering engine.

  • Opera - Internet pioneering browser, developed tabbed browsing and mouse gestures. Engine is built on Blink, so feels very familiar to Chrome users.

  • Edge - Microsoft's latest browser built on an all new rendering engine, EdgeHTML. Removes all the legacy code that made Internet Explorer such a problem.

  • Safari - Apple's take on web browsing with close integration with iOS devices. Built on WebKit, from which Chrome's Blink is derived.

  • Konqueror - the browser of choice for Linux distributions. Created the WebKit rendering engine, which is the basis for the majority of the above browsers.

  • Vivaldi - Spin off of Opera, also based on Blink. Aimed at power users.

 6. New Browser, Reset Internet Connection 

  1. Use a new browser and connect to the internet via an alternative internet source. This ensures your local cache is clear and the network cache very likely to be too. We have known of numerous occasions of CAKE starting to work when connected via an alternative internet connection, such as a mobile phone connection, home internet or from a local coffee shop.

Try: Diagnose and Fix Chrome Issues  

In addition to the above caching issues, we have found specific issues with Google Chrome. Below we have identified 6 workarounds for those issues.

When Cards Fail to Load:

Certain cards, particularly wizard cards can fail to load or show content.  Please ensure that your browser zoom is set to 100%

  • Issue may be triggered by interactions between antivirus, firewall, other program

    1. Please try disabling and closing your antivirus and firewall temporarily. Keep in mind that simply disabling the software may not stop all background processes or services associated with the software.

    2. (Note: If you are using a software to control or monitor the network, please try disabling and closing it as well.)

  • Issue may be triggered by an extension

    1. If the extension icon appears to the right of the address, right-click on the extension and select Disable. If you don’t see your extensions next to the address bar (you may have hidden the button at some point) please try Fix 3 instead. If disabling an extension resolves the issue please let us know what the extension is.

  •  Issue may be triggered by a corrupted user profile or a misbehaving extension

    1. Please create a new Chrome user (Wrench > Settings > Users > Add new user) and in the new window associated with this user, visit the webpages that were not loading before. If that resolves the issue, its likely that your local user profile has been corrupted, or you may have a misbehaving extension. If you were previously signed in to Chrome you can retrieve all your synced data from your Google Account by signing in to Chrome again on the new Chrome user that you created. You will first have to stop sync on the affected Chrome user.

  • Issue may be triggered by outdated drivers

    1. Check that all your drivers are up to date. One reported workaround has been to update the Logitech driver if you are using a Logitech webcam.

  • Safe Mode

    1. Boot up your computer in safe mode; please note that this is referring to your operating systems safe mode, not safe mode features that may be provided by your antivirus software. If you are able to navigate to webpages in Chrome while in safe mode, please revisit Chrome Fix 1 above as the issue is likely triggered by antivirus, firewall or other protection software settings.

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