A Safer Risk

If ASR shows a blank screen, keeps spinning, or looks broken after an update, your browser may still be holding an old copy of the site. Try these steps in order.

A hard refresh asks the browser to reload the page and its files from the server, instead of using what it saved earlier.

Windows or Linux (Chrome, Edge, Firefox): press Ctrl + Shift + R

Mac (Chrome, Edge, Firefox): press Cmd + Shift + R

Mac Safari: press Cmd + Option + R

- Windows or Linux (Chrome, Edge, Firefox): press Ctrl + Shift + R
- Mac (Chrome, Edge, Firefox): press Cmd + Shift + R
- Mac Safari: press Cmd + Option + R

If a hard refresh does not fix it, clear the browser’s temporary files for the site. Clear Cached images and files only — leave cookies and passwords unchecked so you stay signed in where possible.

Open the browser menu, then go to Settings → Privacy and security (or Privacy, search, and services in Edge).

Choose Delete browsing data / Choose what to clear.

Set the time range to All time if you are not sure.

Tick Cached images and files only.

1. Open the browser menu, then go to Settings → Privacy and security (or Privacy, search, and services in Edge).
2. Choose Delete browsing data / Choose what to clear.
3. Set the time range to All time if you are not sure.
4. Tick Cached images and files only.
5. Clear the data, then reload ASR.

Open Settings → Privacy &amp; Security.

Under Cookies and Site Data, choose Clear Data.

Tick Cached Web Content (leave cookies unticked if you want to stay signed in).

1. Open Settings → Privacy &amp; Security.
2. Under Cookies and Site Data, choose Clear Data.
3. Tick Cached Web Content (leave cookies unticked if you want to stay signed in).
4. Clear, then reload ASR.

Open Safari → Settings → Advanced.

Turn on Show features for web developers (or Show Develop menu in menu bar).

From the Develop menu, choose Empty Caches.

1. Open Safari → Settings → Advanced.
2. Turn on Show features for web developers (or Show Develop menu in menu bar).
3. From the Develop menu, choose Empty Caches.
4. Reload ASR.

Tap Clear History and Website Data, then confirm.

Reopen Safari and go to ASR again. You may need to sign in.

1. Open the device Settings app.
2. Tap Safari.
3. Tap Clear History and Website Data, then confirm.
4. Reopen Safari and go to ASR again. You may need to sign in.

On iPad, also close any ASR tabs fully (swipe them away) before reopening the site.

Open Chrome’s menu → Delete browsing data.

Choose a time range (use All time if unsure).

1. Open Chrome’s menu → Delete browsing data.
2. Choose a time range (use All time if unsure).
3. Tick Cached images and files only.
4. Delete the data, then reopen ASR.

Try a different browser, or a private / incognito window.

Make sure you are opening the correct ASR address for your organisation.

If you can sign in but keep bouncing back to the sign-in page, see How to sign in for the first time.

Still stuck? Use Help &amp; guides → Ask for help in the top bar, or contact your administrator.

- Try a different browser, or a private / incognito window.
- Make sure you are opening the correct ASR address for your organisation.
- If you can sign in but keep bouncing back to the sign-in page, see How to sign in for the first time.
- Still stuck? Use Help &amp; guides → Ask for help in the top bar, or contact your administrator.

Hard refresh or clear cached files if ASR shows a blank screen, keeps spinning, or looks broken after an update.

How to fix the app when it won't load

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How to fix the app when it won't load

1. Hard refresh the page

2. Clear cached images and files only

Chrome or Microsoft Edge (computer)

Firefox (computer)

Safari (Mac)

iPhone or iPad (Safari)

Android (Chrome)

3. If it still will not load