General Website Troubleshooting

This page offers general troubleshooting steps to take when a user is reporting issues completing an action on the ASWBCentral Website, but can also be used to assist users accessing the registration or license applications websites. This page should be used in conjunction with any help articles that may exist for troubleshooting the section/task the user is experiencing issues with.

Basic Steps

The following should be done whenever the user is reporting issues moving between pages in a licensure application, ordering a product or accessing a feature of the ASWBCentral site.

These steps are written in a format that allows ASWB staff to copy & paste them into an email response to send to the user.

First Steps:

1. Please make sure that you have disabled any pop-up blockers within your browser.

2. Ensure that you are using the most current version of your browser and all recent operating system updates have been applied.

3. If you have any internet security software running on your computer, please disable it temporarily while troubleshooting

4. If you are on a corporate or school network or are using a device provided by your employer or school, restriction or filters established by the system administrators may prevent certain parts of our site from working, we suggest that you try again from your home internet connection and computer.

5. Ensure that JavaScript is enabled. Instructions on how to do this can be found by going here: https://www.enable-javascript.com/

   1. This site will automatically detect which browser you are using and provide the specific instructions needed.

   2. Once JavaScript is enabled, you will see a message “JavaScript is enabled in your web browser. If you disable JavaScript, this text will change.”

6. Clear your browsers temporary cache and internet files.

   1. If you need assistance, the site https://clear-my-cache.com/detect.html will detect the browser you are using for you and provide the instructions

7. After completing these steps, close all applications and restart your PC

8. Once restarted, log back into the ASWB site and try to complete your task again.

9. If you continue to experience the same issue, attempt to use a different browser if possible.

 After logging in:

If you continue to have issues after completing the steps above, please reply with the following information. These details are necessary to assist in identifying possible causes of the issue you are experiencing.

• The username you are logging into the system with: (Please do not provide a password)

• Are you connecting to our site from home/work/school:

• Please visit the site http://useragentstring.com/ and provide the entire string at the top of the screen.

• The approximate date and time (including timezone) of the most recent occurrence of the issue:

• A screenshot of the page with the error message (please include the entire browser window including the address bar)

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