General Troubleshooting
Solve common browser and technical issues when using Nectir AI, including cache clearing, cookie settings, and more.
Having trouble with Nectir AI? Follow these two steps:
- Find your problem below and identify which solution you need
- Jump to the solution section for step-by-step instructions
Identify Your Problem
Login and Authentication Issues
Login and Authentication Issues
Can’t sign in or keep getting logged out:
- Unable to log into Nectir AI
- Getting unexpectedly signed out
- Login page won’t load or submit
- “Session expired” messages
→ Solution: Clear Browser Cache
Prompted to sign in when using LMS (Canvas, etc.):
- Sign-in popup appears when accessing through Canvas or other LMS
- Should be automatically authenticated but isn’t
- “Login required” messages when embedded in LMS
→ Solution: Allow Third-Party Cookies
Display and Performance Issues
Display and Performance Issues
Missing buttons, broken layout, or outdated content:
- Buttons or menus not appearing
- Page layout looks broken or misaligned
- Seeing old version of Nectir AI
- Images not loading properly
- Formatting issues
→ Solution: Clear Browser Cache
Slow loading or poor performance:
- Pages load very slowly
- Nectir AI feels sluggish or unresponsive
- Long delays when clicking buttons
- Timeout errors
→ Solution: Clear Browser Cache + Check Internet Connection
Browser-Related Issues
Browser-Related Issues
Solutions
Clear Browser Cache
Quick Method (Recommended):
- On the Nectir AI site, click the lock icon in the address bar
- Select Site Settings
- Click Clear Data
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
Full Method:
- Press Ctrl + Shift + Delete (Windows/Linux) or ⌘ + Shift + Delete (Mac)
- Select “Cached images and files”
- Choose “All time” from the time range
- Click Clear Data
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
Quick Method (Recommended):
- On the Nectir AI site, click the lock icon in the address bar
- Select Site Settings
- Click Clear Data
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
Full Method:
- Press Ctrl + Shift + Delete (Windows/Linux) or ⌘ + Shift + Delete (Mac)
- Select “Cached images and files”
- Choose “All time” from the time range
- Click Clear Data
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
Method 1 (Recommended):
- Click the menu button (☰) and select Settings
- Select the Privacy & Security panel
- In the Cookies and Site Data section, click Clear Data…
- Ensure only Cached Web Content is checkmarked
- Click the Clear button
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
Method 2 (Keyboard Shortcut):
- Press Ctrl + Shift + Delete (Windows/Linux) or ⌘ + Shift + Delete (Mac)
- Choose “Everything” from the time range dropdown
- Select Cache
- Click Clear Now
- Hard refresh the page: Ctrl + F5 (Windows/Linux) or ⌘ + Shift + R (Mac)
- Log in again if prompted
- Click Safari in the menu bar
- Select Clear History
- Choose “all history” from the dropdown
- Click Clear History
- Hard refresh the page: ⌘ + Shift + R
- Log in again if prompted
- Select Settings and more (…) > Settings > Privacy, search, and services
- Under Clear browsing data, select Choose what to clear
- Choose a time range from the drop-down menu
- Select Cached images and files
- Select Clear now
- Hard refresh the page: Ctrl + F5 (Windows/Linux)
- Log in again if prompted
Allow Third-Party Cookies
Quick Method (Recommended):
- Look for the cookie/lock icon in the address bar
- Click on it and select Allow cookies
- Reload the page
Settings Method:
- Click three dots menu (⋮) > Settings
- Go to Privacy and security > Third-party cookies
- Choose Allow third-party cookies
- Reload the page
Quick Method (Recommended):
- Look for the cookie/lock icon in the address bar
- Click on it and select Allow cookies
- Reload the page
Settings Method:
- Click three dots menu (⋮) > Settings
- Go to Privacy and security > Third-party cookies
- Choose Allow third-party cookies
- Reload the page
Quick Method (Recommended):
- Look for the shield icon in the address bar
- Click it and toggle off Enhanced Tracking Protection for this site
- Reload the page
Settings Method:
- Click menu (☰) > Settings > Privacy & Security
- Under Enhanced Tracking Protection, select Custom
- Check Cookies and select Cross-site tracking cookies
- Reload the page
Quick Method (Recommended):
- Click the privacy report icon in the address bar
- Turn off Prevent Cross-Site Tracking for this site
- Reload the page
Settings Method:
- Safari > Settings > Privacy tab
- Under Cookies and website data, select Allow from websites I visit
- Reload the page
Quick Method (Recommended):
- Click the lock icon in the address bar
- Click Cookies and allow cookies for the site
- Reload the page
Settings Method:
- Click three dots (…) > Settings
- Cookies and site permissions > Manage and delete cookies and site data
- Turn off Block third-party cookies
- Reload the page
Other Solutions
Test Private Mode and Disable Extensions
Test Private Mode and Disable Extensions
Test in Private Mode:
- Chrome: Ctrl + Shift + N (Windows/Linux) or ⌘ + Shift + N (Mac)
- Firefox: Ctrl + Shift + P (Windows/Linux) or ⌘ + Shift + P (Mac)
- Safari: ⌘ + Shift + N
- Edge: Ctrl + Shift + N
If private mode works:
- Temporarily disable all browser extensions
- Test Nectir AI again
- Re-enable extensions one by one to identify the problematic one
Update Your Browser
Update Your Browser
Check for updates in your browser settings and install the latest version:
- Chrome: Menu (⋮) > Help > About Google Chrome
- Firefox: Menu (☰) > Help > About Firefox
- Safari: Safari > About Safari (updates through System Preferences)
- Edge: Menu (…) > Help and feedback > About Microsoft Edge
Check Internet Connection
Check Internet Connection
- Test other websites to confirm internet connectivity
- Restart your router/modem if connection seems unstable
- Try a different network (mobile hotspot, etc.) to isolate the issue
- Contact your internet service provider if problems persist
Still Need Help
If none of these solutions resolve your issue:
-
Document the problem:
- Take a screenshot of any error messages
- Note exactly when and how the problem occurs
- Record which steps you’ve already tried
-
Contact support at support@nectir.io with:
- A description of the problem
- Your browser and operating system
- Screenshots of any error messages
- Steps you’ve already attempted
Most browser-related issues with Nectir AI can be resolved by clearing your cache or adjusting cookie settings. Try those solutions first before contacting support.