Help! Private browser did not work, how to clear cache

Occasionally, updates or changes may affect your connection, stopping you from accessing your PRISM account to complete assessments.

If this happens, the first step is to try opening the website with a Private or Incognito Window as noted here: Help! My browser won't open the page
If this is unsuccessful, you may need to clear your cache as noted here below.

Why is clearing the cache useful?

When you visit a website, your browser stores certain information about that website to make it quicker to open the page again, should you return. This is known as the cache.

However, over time, your browser may store too much information, outdated information, or corrupted information in the cache. By clearing your cache, will allow a fresh start.

How to clear cache

Google Chrome (Desktop)

1. Open Google Chrome.

2. Click the three-dot menu (⋮) in the top-right corner.

3. Select More tools > Clear browsing data.

4. In the pop-up, choose the Time range (e.g., All time).

5. Check the boxes for Cookies and other site data and Cached images and files.

6. Click Clear data.

Microsoft Edge (Desktop)

1. Open Microsoft Edge.

2. Click the three-dot menu (•••) in the top-right corner.

3. Select Settings > Privacy, search, and services.

4. Under Clear browsing data, click Choose what to clear.

5. Set the Time range to All time.

6. Check Cookies and other site data and Cached images and files.

7. Click Clear now.

Safari (Mac)

1. Open Safari.

2. Click Safari in the top menu and select Settings (or Preferences).

3. Go to the Privacy tab.

4. Click Manage Website Data.

5. Select Remove All and confirm by clicking Remove Now.

Safari (iPhone/iPad)

1. Open Settings on your device.

2. Scroll down and tap Safari.

3. Tap Clear History and Website Data.

4. Confirm by tapping Clear History and Data.

Mozilla Firefox (Desktop)

1. Open Firefox.

2. Click the menu icon (☰) in the top-right corner.

3. Select Settings > Privacy & Security.

4. Under Cookies and Site Data, click Clear Data.

5. Check Cookies and Site Data and Cached Web Content.

6. Click Clear and confirm.

Need support?

If you need any further assistance, please raise a ticket with the User Support team here: https://convergeintl.atlassian.net/servicedesk/customer/portal/18