Frequently Asked Question

When a website such as Canvas, Outlook, or Office 365 won't load, looks broken, or keeps logging you out, work through these steps in order. Most page problems are fixed by one of the first three. Try the website again after each step before moving on.

1. Reload the page with a hard refresh. A hard refresh forces the browser to pull a fresh copy of the page instead of an old saved one.
- On Windows: press Ctrl + Shift + R, or hold Ctrl and press the refresh (circular arrow) button.

2. Open the site in a private/incognito window. This loads the site with no saved data or extensions, which quickly tells you whether old data is the problem.
- Chrome: three dots, then "New Incognito window" (or press Ctrl + Shift + N).
- Edge: three dots, then "New InPrivate window" (or press Ctrl + Shift + N).
- Firefox: three lines, then "New private window" (or press Ctrl + Shift + P).
- If the site works in the private window, the fix is usually to clear your normal browser's cache and cookies (see the "Clear your browser cache and cookies" article).

3. Turn off a browser extension. A bad ad-blocker or other add-on can break logins and page features.
- Chrome: three dots, then Extensions, then Manage Extensions, then switch the extension off.
- Edge: three dots, then Extensions, then Manage extensions, then switch the extension off.
- Firefox: three lines, then Add-ons and themes, then Extensions, then switch the extension off.
- Turn extensions back on one at a time to find the one causing trouble.

1. Check your computer's clock and date. A wrong date or time causes "your connection is not private" or certificate security errors. Make sure the clock, date, and time zone are correct, then refresh the page.

1. Try a different browser. If a page fails in one browser but works in another (for example, it fails in Chrome but works in Edge), the problem is with the first browser's settings, and you can clear its cache or reset it. Jersey College supports Google Chrome, Microsoft Edge, and Mozilla Firefox.

Tips

• If a page only sometimes fails, also try restarting your computer and reconnecting to the internet or campus Wi-Fi.
• If you get logged out repeatedly, make sure cookies are allowed for that site and that your clock is correct.
• For Canvas specifically, remember that a recent password change can take about 5 to 10 minutes to sync before you can sign in.
• If only one specific Jersey College site is down for everyone, the Help Desk can confirm whether there is a known outage.

If you're still having trouble, contact the Jersey College Help Desk at 201-645-1164 or itsupport@jerseycollege.edu.