Troubleshooting ShadowtrackONE Error Messages/ Clearing Web Browser Cache

Troubleshooting ShadowtrackONE Error Messages/ Clearing Web Browser Cache

When experiencing issues or error messages within the ShadowtrackONE platform, it is always recommended to first troubleshoot by clearing your web browser's cached data. Once your cached data has been cleared, log back into the ShadowtrackONE platform. If after troubleshooting with this method you are still experiencing errors, please reach out to support@shadowtrack.com for further assistance.
Notes
Google Chrome is the preferred web browser when using the ShadowtrackONE platform

To clear your cache in Google Chrome, you can do the following: 

  1. Open Chrome
  2. Click the More icon in the top right
  3. Click More tools
  4. Click Clear browsing data
  5. Choose a time range
  6. Check the boxes next to Cached images and files and Cookies and other site data
  7. Click Clear data

You can also clear your cache by going to Settings, then Privacy and security, and then Clear browsing data. 



To clear your cache in Safari on an iPhone or iPad, you can do the following: 

  1. Open Settings
  2. Tap Apps
  3. Tap Safari
  4. Tap Clear History and Website Data

To clear your cache in Safari on a Mac, you can do the following: 

  1. Click the Safari drop-down menu
  2. Select Preferences
  3. Click the Advanced tab
  4. Select the Show Develop menu in menu bar checkbox
  5. Close the Preferences window
  6. Select the Develop drop-down menu
  7. Click Empty Cache


To clear your cache in Microsoft Edge, you can use the Settings menu or the keyboard shortcut Ctrl + Shift + Del. 

Using the Settings menu 

  1. Open Microsoft Edge
  2. Click the three dots in the top right corner
  3. Select Settings
  4. Click Privacy, search, and services
  5. Under Clear browsing data, click Choose what to clear
  6. Select All time from the Time range drop-down menu
  7. Check the box next to Cached images and files
  8. Click Clear now

Using the keyboard shortcut 

  1. Open Microsoft Edge
  2. Press Ctrl + Shift + Del simultaneously
  3. In the Clear browsing data window, select All time from the Time range drop-down menu
  4. Check the box next to Cached images and files
  5. Click Clear now

You can also choose to clear your cache every time you close the browser. 

    • Related Articles

    • Error Messages in the Application

      Question: I received an error message in the application. What information should I communicate in an email to Support@shadowtrack.com to get this resolved? Answer: Please Provide The Following: What Entity are you in? What area of the application ...
    • Enrollee or User Profile Error Message or Information Blank

      Enrollee or User Profile Blank of Information or Error Message Appears Question: In the application, a user selects an enrollee's name from the Recent tab. A profile page appeared with no information populated. An error message appeared after trying ...
    • ShadowMessage

      What is ShadowMessage? ShadowMessage is a continuous messaging solution that replicates both the visual aspects and functionality of iOS messaging. ShadowMessage displays message threads chronologically, as well as provides read receipts and location ...
    • Review Drug Testing Results and History Tabs

      Drug Test History The Drug Testing History tab in ShadowtrackONE provides a record of the assignment and modification history of drug test templates for each enrollee. It shows specific details such as the times and dates templates were assigned or ...
    • Troubleshooting Hardware

      Introduction These steps should be taken and verified before any hardware is considered defective Prerequisites Before attempting to troubleshoot a hardware related issue, ensure that there is not any visible damage to the equipment in question. ...