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Basic Troubleshooting

If Identity Online behaves in unexpected way, these quick fixes should get you back on track.

Make sure you’re using an updated web browser.

Empty your browser’s cache.

Clearing your browser’s cache can force recently changed web pages to show up properly. Each browser handles caching differently, so be sure to follow the correct steps for your particular browser.:

Internet Explorer

  1. In your browser's menu bar go to Tools → Internet Options → General → Browsing History → Delete...
  2. From this window delete the Temporary Internet Files.
  3. Close this window, then select OK before exiting the browser.

Firefox

  1. In your browser's menu bar, go to History → Clear Recent History...
  2. Under "Time Range to Clear" select "Everything."
  3. Expand the "Details" section and check "Cache."
  4. Click the "Clear Now" button.

Chrome

  1. In your browser's toolbar go to Tools → "Clear browsing data".
  2. Select "Cached images and files".
  3. Click "Clear browsing data."

Safari

  1. In the Mac OS X menu bar, go to Safari → Empty Cache.
  2. Done, there is no step 2.

If that didn’t work, try removing old cookies.

A cookie is a piece of text stored by your browser to help it remember your login information. Deleting your cookies will reset your login session.

Internet Explorer (11)

  1. On the menu bar, click on "Tools."
  2. Click "Internet Options..."
  3. On the General Tab under "Temporary Internet Files", click "Delete"
  4. Check "Cookies".
  5. Click "Delete" to exit.

Firefox

  1. In your browser's menu bar, click on the Firefox menu and select "Options..."
  2. Go to the Privacy panel.
  3. In a History pane, set Firefox will: to "Use custom settings for history."
  4. Click on "Show Cookies..."
  5. Search for cookies ending in your Identity Online domain (ie. identityonline.cz).
  6. Select them and click "Remove Cookie."
  7. Close the Cookies window.

Chrome

  1. In your browser's toolbar go to Tools → Options → Under the Hood.
  2. Content settings in the "Privacy" section.
  3. On the "Cookies" tab, click Show cookies and other site data.
  4. Click Close for the Cookies and Other Data dialog when you're done.

Safari

  1. In the Mac OS X menu bar, select "Safari."
  2. Click "Preferences..."
  3. On the "Security" tab, click "Show Cookies."
  4. Click on "Show Cookies..."
  5. Search for cookies ending in your Identity Online domain (ie. identityonline.cz).
  6. Select them and click "Remove."
  7. Click "Done."
  8. Close the Preferences box.

Still having problems?

Can you access other major web sites? If you're having trouble accessing Identity Online, try visiting Google, Yahoo, or Apple before submitting a support request.

Try another browser. Plugins and other software can corrupt your browser. That can lead to unpredictable behavior. Before you make any changes to your primary browser, try accessing Identity Online with another browser like Firefox or Chrome.

Check your firewall and antivirus settings. If using another browser did not solve your issues, try disabling temporarily your antivirus software as corrupt or partially-uninstalled software can break your access to the internet. Also try disabling your firewall to see if that helps. Incorrectly set up computer cleaning tools like CCleaner or SpywareBlaster can also be at fault, so try disabling them as well.

Nothing helped? Then it is time to check your internet connection. Consumer internet routers and wi-fi hardware may act strangely. Try to switch them off and on again. Also, if your computer is behing company or national firewall, make sure that it is not being blocked by it.

Still have questions? Submit a support request via email. We'll get back to you within a few hours.