Triaging Browser Access

Overview

Occasionally, when trying to access your Practifi organization, users may encounter access errors due to browser settings or cached data. Before reaching out to Practifi's Support team, please review your browser settings. This article outlines some common steps to help determine whether your browser is causing the error, so you can resolve the issue quickly and get back to work. Our Support team may ask whether you have tried the steps in this article when assisting you with your Practifi Success Portal ticket. 

When submitting a ticket to our Support team, let them know which steps in this article you have already tried to help our team resolve your ticket as efficiently 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 causing the error, we recommend contacting your internal IT team for assistance.

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

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Logging in with Another Browser

Practifi works best in Google Chrome, which we recommend for accessing your firm's information. Other browsers may not support Practifi's functionality, and you may experience reduced performance in them. If the error occurs in Google Chrome, please try logging in using 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. 

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Checking Your Browser Version

If your Google Chrome browser is not up to date, you may encounter performance errors. To check if your Google Chrome version needs 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. 

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Clearing Cookies and Cache

Cookies and cache in your browser can cause old Practifi page information to be retained. Information on this old page can prevent new updates from appearing in your organization. Clearing this data ensures you're always working with the most current version of Practifi. To remove this old page information, clear your browser's cookies and cache. 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, select 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.

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Logging in with Another Computer

Occasionally, your error may be caused by the browser settings in conjunction with your computer's settings. To help rule this out, 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 after logging in on another computer, we recommend reaching out to your internal IT team for assistance.