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General Troubleshooting Guide

Updated

If you are experiencing technical issues while accessing your account, course content, or any page on our platform, please follow the steps below.

In most cases, these actions help resolve common browser-related and connection issues.

1. Try a different browser

Sometimes issues are caused by temporary browser problems or compatibility conflicts.

Please try the following:

  • Open the platform in a different browser (for example: Chrome, Edge, Firefox, or Safari).
  • Log in to your account again.
  • Open the same course or page where the issue occurred.

In many cases, simply switching the browser resolves the problem.

Important:

We recommend using the latest version of a modern browser.

2. Clear your browser cache and cookies (standard method)

Your browser stores temporary data (cache and cookies).

If this data becomes outdated or corrupted, it may prevent pages from loading correctly.

Please clear:

  • cache,
  • cookies,
  • site data.

This option is usually located in your browser settings under Privacy & Security.

After clearing the data:

  1. Close your browser completely.
  2. Open it again.
  3. Log in to your account and try accessing the page once more.

3. Clear site data for the page (advanced method)

If clearing cache and cookies from browser settings did not help, you can try clearing site data directly for the platform page.

To do this:

  1. Open the page where the issue occurs.
  2. Right-click anywhere on the page and select Inspect.
  3. In the developer panel that opens, go to the Application tab.
  4. In the left sidebar, find the Storage section.
  5. Click Clear site data.

After that, refresh the page and log in again.

This method helps remove all locally stored data related to the page and can resolve issues caused by corrupted local storage.

4. Open the page in Incognito / Private mode

Opening the site in a private window helps determine whether the issue is caused by browser extensions or stored data.

Use the shortcuts below:

  • Chrome / Edge (Windows): Ctrl + Shift + N
  • Firefox (Windows): Ctrl + Shift + P
  • macOS: use Cmd instead of Ctrl

If the issue does not appear in Incognito mode, it is usually caused by:

  • browser extensions,
  • cached data,
  • or local browser settings.

5. Disable browser extensions (especially ad-blockers)

Some extensions may block scripts, videos, or interactive elements on the platform.

We recommend:

  • temporarily disabling all extensions,
  • especially ad-blockers, privacy tools, and script blockers,
  • and then reloading the page.

If the issue is resolved, you can re-enable extensions one by one to identify the one causing the conflict.

6. Check your internet connection

A weak or unstable connection may cause:

  • videos not loading,
  • pages freezing,
  • buttons not responding.

Please try:

  • refreshing the page,
  • switching to a different Wi-Fi or network (if available),
  • or restarting your router.

7. Make sure your browser and device are up to date

Outdated browsers and operating systems may not fully support modern web features.

Please make sure that:

  • your browser is updated to the latest version,
  • your operating system is also up to date.

After updating, restart your device and try again.

8. Try another device

If possible, please check whether the issue occurs on:

  • another computer,
  • or another mobile device.

This helps determine whether the problem is related to a specific device or local configuration.

9. Turn off VPN or corporate network filters

If you are using:

  • a VPN,
  • a corporate or school network,
  • or advanced firewall software,

please try disabling them temporarily and reload the page.

Some network filters may block essential platform resources.

10. Reload the page properly

Before contacting support, please try a full reload of the page:

  • Windows: Ctrl + F5
  • macOS: Cmd + Shift + R

This forces the browser to load the most recent version of the page.

11. Still not working? Contact our support team

If the issue persists after completing all the steps above, please contact us and include the following information:

  • a screenshot of the issue

    (please make sure the browser address bar is visible in the screenshot),

  • the exact link to the page where the issue occurs,
  • a short description of what you were doing before the problem appeared,
  • the browser name and version,
  • your device type (desktop, laptop, tablet, or mobile).

If you’re experiencing issues specifically in the Newmindstart mobile app, please also check our dedicated guide: Mobile App – Troubleshooting & Technical Issues

How to contact us

If you have additional questions or need assistance, feel free to reach out to us directly:

We appreciate your cooperation and will be happy to help you resolve the issue as quickly as possible.

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