Triaging Browser Access

Overview

Occasionally when trying to access your Practifi organization, users may encounter access errors caused by browser settings or retained information within their browser's cache. Before reaching out to Practifi's Support team, we highly recommend reviewing your browser settings. This article outlines some common ways to help rule out the browser as the cause or narrow down the access error. Our Support team may ask you if you have tried the steps within this article when assisting you on your Practifi Success Portal ticket. 

When submitting a ticket to our Support team, please alert them to the steps in this article that you have already tried to help streamline the conversation and ensure that we resolve your ticket as quickly as possible. It is possible that even after following these steps, the cause of your error may still be your browser. If your browser is the cause of the error, we recommend reaching out to your internal IT team for assistance.

• Logging in with Another Browser
• Checking Your Browser Version
• Clearing Cookies and Cache
• Logging in with Another Computer

Logging in with Another Browser

Practifi works best within Google Chrome, and we recommend that this browser is used for accessing your firm's information. Other browsers may not support Practifi's functionality, and you may experience decreased performance when using these browsers. If your error exists while using Google Chrome, please try logging into another browser to see if the error persists. For Mac users, we typically recommend using Safari to test the error. For PC users, we recommend using Firefox to test if the error remains. 

Checking Your Browser Version

If your Google Chrome browser is not up to date, you may encounter performance errors related to the out-of-date versioning. To check if your Google Chrome version is needing an update, follow these steps: 

1. On your computer, open Chrome.
2. At the top right, look at More.
3. If an update is pending, the icon will be colored:
   • Green - An update was released less than 2 days ago.
   • Orange - An update was released about 4 days ago.
   • Red: An update was released at least a week ago.
     
     

To update Google Chrome:

1. On your computer, open Chrome.
2. At the top right, click More.
3. Click Update Google Chrome.
   • Important: If you can't find this button, you're on the latest version.
4. Click Relaunch.

To access your specific Google Chrome version and send this information to your IT team or Practifi Support:

1. On your computer, open Chrome.
2. At the top right, look at More.
3. Select Help > About Chrome. The version number is listed at the top. 
   
   

Clearing Cookies and Cache

Your cookies and cache within your browser can cause old Practifi page information to be retained. This old page information can prevent new updates in your from displaying. To remove this old page information, your browser's cookies and cache should be emptied. To empty your cookies and cache in Google Chrome:

1. On your computer, open Chrome.
2. At the top right, click More.
3. Click More tools  Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

Logging in with Another Computer

Occasionally your error may be caused by the browser settings in conjunction with your computer's settings. To help triage this, we recommend attempting to log in to your Practifi organization on a separate device. We understand that this is not always possible, and it is not our first recommendation. If the error is resolved by logging into another computer, we recommend reaching out to your internal IT team for assistance.