Troubleshooting Web Browser Issues

Users with both staff and student accounts may experience access issues when accessing Deakin services. We recommend using two different dedicated browsers to address this issue.

This article outlines troubleshooting steps for users to undertake when they experience issues with web-based services like DeakinSync, CloudDeakin, WorkDay or Single Sign-on (SSO) issues.

Internet browsers use caching to store web pages. When you visit a webpage that has previously been stored, if the date on the page is the same date as the stored copy then the computer uses the stored copy rather than re-downloading the webpage from the Internet.

Occasionally, Deakin websites (such as DeakinSync, or Deakin Library) will display errors such as 'Error 431', 'Bad Message 431', or 'Page Can't be Found.

Typically clearing your browser history as well as your cookies & cache will resolve this.


Sometimes you may encounter the following errors Your browser is blocking 3rd party session cookies or Third-Party cookies disabled when loading certain content on Clouddeakin on the Google Chrome browser.


Table of Contents

Trying Incognito or InPrivate Browsing

Sometimes your browser may have a range of customisation or cached content that might prevent a site from operating as intended. In these instances, a first step would be to run that site in an Incognito, Private, or InPrivate window.

Consult the list below for instructions on how to open an Incognito window.

If this still does not open, please skip 'Clear Browser History, Cookies & Cache', and continue from 'Try Again on a Different Browser or Device'.


Clear Browser History, Cookies & Cache

If the site in an incognito window worked, you will need to clear your browsing history for continued access in the non-private (main) browser. If incognito didn't work, continue to the next step instead.

If the website works on incognito, you simply need to clear your browser's history, as well as the cookies & cache. These overtime are populated with a wide range of log-in information, browsing history, or cached content to speed load times.

For browser-specific instructions, refer to the following knowledge base article: Clear browser history, cookies and cache

Unblocking Cookies/Allowing Third-party Cookies

If you are experiencing issues with loading contents of a webpage and tried the above steps, please try unblocking or allowing third-party cookies.


Try Again on a Different Browser or Device

If issues continue to persist, please try accessing resources on a different web browser, or device.

If you have a mobile device, or secondary desktop/laptop, attempt to open the website using that system instead. If it still does not appear to open, attempt to open the site on a different browser altogether.

To install them, simply refer to the links below:


Connect via a Different Wireless Network

If issues still persist, attempt to connect to a different wireless network that you have access to.

If no other networks are available, restart your router and see if this addresses the problem.

You can also activate your mobile's hotspot to wirelessly connect to the internet. Follow the instructions below, depending on the OS of your mobile device.

If a secondary network connection works and you are able to access the service but are still unable to access it on the primary network, please contact your ISP as the issue may be on their end.


More Information

If all of the troubleshooting above does not resolve your issue, check with other students or members of your area.

There may be an issue with the service you are trying to access that has already been reported and is being addressed. Check the current Deakin outages here.

If you are still experiencing access issues, please collect.HAR files and Console logs, and contact the IT Service Desk for further assistance.