This article will provide the following:

- Troubleshooting tips if experiencing issues in your browser using or accessing CAKE

Cache issues

CAKE's platform is built in a number of web technologies that get cached by browsers but can fail to update once a new release is made (typically on Wednesday nights). Reported impacts include: 

  • Particular Entity cards (ie Offer / Affiliate / Campaign) failing to open when a link is clicked. 
  • Wizards (ie Add Offer, Deliver Email, Mass Adjustment Tool) refusing to open
  • Reports not giving results, even for very short timescales/datasets

Caching can occur not just within the browser, but also at the office intranet and at a network level, so fixing the issue often takes more than simply 'clearing your cache'.

  • Fix 1 - 20% effective - EASY
    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

  • Fix 2 - 40% effective - EASY
    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.

  • Fix 3 - 60% effective - non-disruptive
    Clear your cache (though not your cookies). Clearing cookies and plugin data can also help but also at a cost of clearing out things you might notice when they are deleted.
    • In Chrome, you can access this via [the three line settings button at the top right of the browser] > More Tools > 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, Preferences > Advanced > Network > Cached Web Content > Clear now. You can also try Preferences > Privacy > 'Clear your recent history' and select 'Today'.

  • Fix 4 - 80% effective - straightforward
    Use a completely separate 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 quite 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.

  • Fix 5 - 95% effective - disruptive
    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 know of numerous occassions 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. 
    • Internet connections involve connecting one device to another device in a chain all the way to the requested website and back again. The first step in the process is normally represented by the WiFi router you connect to. Your router will typically have it's own data cache. This then connects to an ISP who in turn will be caching data. Follow it along, and the typical number of internet connections any one computer must go through to get to a website is between 8 and 16; at each point they can cache data to save on bandwidth.
    • This works very well for typical news websites, but unfortunately that can mean that old data can sit between your computer and CAKE; no matter how much you clear your browser cache, it gets replaced with the old app data from somewhere along the chain. Using a new browser on a new internet connection therefore removes the likelihood of a cache error.
    • Once you have a working copy of the site, it is normally fine to switch back to the usual internet source.

If even Fix 5 has not helped fix the problems, please refer to Support for further assistance.

Google Chrome workarounds

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

Cards not opening

Certain cards, particularly wizard cards, not opening - please ensure that zoom is set to 100%.

Workaround A

(Issue may be triggered by interactions between antivirus, firewall, other program): 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.
(Note: If you are using a software to control or monitor the network, please try disabling and closing it as well.)

Workaround B

(Issue may be triggered by extension): 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 workaround C instead.  If disabling an extension resolves the issue please let us know what the extension is.

Workaround C

(Issue may be triggered by a corrupted user profile or a misbehaving extension): 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, it’s 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.

Workaround D

(Issue may be triggered by outdated drivers): 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.

Workaround E

Boot up your computer in safe mode; please note that this is referring to your operating system’s 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 Workaround A above as the issue is likely triggered by antivirus, firewall or other protection software settings.

Next steps: If Chrome loads webpages after you have tried one or more of these workarounds, please tell us what they are.