Skip to main content
Having trouble with Nectir AI? Follow these two steps:
  1. Find your problem below and identify which solution you need
  2. Jump to the solution section for step-by-step instructions

​
Identify Your Problem

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 CachePrompted 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
Missing buttons, broken layout, or outdated content: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 CacheSlow 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

​
Solutions

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.

​
Clear Browser Cache

What this does: your browser saves copies of web pages to make them load faster next time. Sometimes these saved copies get outdated or corrupted, causing pages to look broken or not work correctly. Clearing your cache deletes these saved copies so your browser downloads fresh, up-to-date versions.

​
Allow Third-Party Cookies

What this does: when you access Nectir AI through your learning management system (like Canvas), your browser treats Nectir AI as a “third-party” site. Some browsers block these third-party sites from storing login information for security. Allowing third-party cookies lets Nectir AI remember that you’re already logged in through your LMS, so you don’t get unexpected login prompts.

​
Other Solutions

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:
  1. Temporarily disable all browser extensions (especially ad blockers)
  2. Test Nectir AI again
  3. Re-enable extensions one by one to identify the problematic one
JavaScript must be enabled for Nectir AI to work properly:
  1. Check if JavaScript is enabled in your browser settings
  2. Allow pop-ups for your LMS and Nectir AI domains
  3. Temporarily disable ad blockers that might block necessary features
For Chrome: Settings > Privacy and security > Site Settings > JavaScript (ensure “Allowed” is selected)For Firefox: Settings > Privacy & Security > Permissions > Block pop-up windows (add exceptions for your LMS and Nectir AI)
If you have antivirus or firewall software:
  1. Temporarily disable your antivirus software
  2. Test Nectir AI to see if it works
  3. If it works, add Nectir AI and your LMS to your antivirus whitelist
  4. Important: Re-enable your antivirus software after testing
Only disable security software temporarily for testing. Always re-enable it afterward.
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
  1. Test other websites to confirm internet connectivity
  2. Restart your router/modem if connection seems unstable
  3. Try a different network (mobile hotspot, etc.) to isolate the issue
  4. Contact your internet service provider if problems persist

​
Still Need Help

If none of these solutions resolve your issue:
  1. 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
  2. Contact support at [email protected] with:
    • A description of the problem
    • Your browser and operating system
    • Screenshots of any error messages
    • Steps you’ve already attempted