Troubleshooting

If you suddenly have a login or video-playing problem with JSS, the problem is usually caused by a corrupted cache.

The ‘cache’ is a tool used by your internet browser (a software program allowing you to see website content) to speed up page loading. The browser (commonly Chrome, Firefox, Edge or Safari)  in your device records a previous piece of information. It uses it again to speed up your page loading. This packet of information is called a ‘cache’ or ‘cache history’.

However, sometimes it can cause a problem. If, for instance, you accidentally input a password incorrectly and it’s stored (cached), then when you type the new correct password, the new input is ignored, and the old incorrect data is used, so you are locked out. Similarly, video content can be ‘cached’. If a video stops at the same place, it’s usually another corrupted cache.

Cookies are smaller, temporary pieces of information which can also become corrupted.

Clearing cache and cookies is a way we can fix this problem.

Here are simple instructions on how to delete your browsing history and cache on popular web browsers:

Google Chrome

1. Open Chrome and click the three vertical dots in the top right corner.  
2. Select “More tools” and then “Clear browsing data.”
3. Choose the time range you want to clear (e.g., “All time,” “Last hour”).  
4. Select the items you want to delete:
5. “Cached images and files” (for cache)  
6. “Browsing history”( a record of websites you have visited)
7. “Cookies and other site data”
8. Click “Clear data.”

Firefox

1. Open Firefox and click the three horizontal lines in the top right corner.
2. Select “Options” (or “Preferences” on macOS).
3. Go to “Privacy & Security.”
4. Under “Cookies and Site Data,” click “Clear Data.”  
5. Select the items you want to delete (similar to Chrome).
6. Click “Clear.”

Microsoft Edge

1. Open Edge and click the three horizontal dots in the top right corner.
2. Select “Settings” and then “Privacy, search, and services.”  
3. Under “Clear browsing data,” click “Choose what to clear.”
4. Select the items you want to delete (similar to Chrome).
5. Click “Clear now.”

Safari (macOS)

1. Open Safari and go to “Safari” in the menu bar.
2. Select “Clear History…”
3. Choose the time range you want to clear.
4. Select “History” and click “Clear History.”

It is best to turn off your device (re-boot it), return it to your browser, and return to JSS.

Note well. There is no need to log out of the JSS system. We strongly recommend you don’t do it.

95% of our support requests are because students log out and then have a cache or cookie issue. It’s not your bank account; anyone who hijacks your JSS password will just laugh at my jokes and learn Spanish.

So, don’t log out; just shut the page. Then, when you next want to revisit the JSS site, just click on the JSS icon/button on your screen.