Portal page not loading, blank or looking broken: how to fix it

This article applies to all Scantrust Portal users, on every plan. Use it if a portal page is white or grey, keeps loading, shows buttons that do nothing, will not open an edit page, or looks different from usual, especially right after a platform update.

Your browser keeps copies of website files so pages load faster. After a platform update, old copies can clash with the new version and stop a page from displaying correctly. The steps below go from the quickest to the most complete. Stop as soon as the page works.

Let's get started.

1. Reload the page without the cache: press Ctrl + F5 on Windows, or Cmd + Shift + R on Mac.
   • If the page now displays correctly, you are done.
2. Open the portal in a private window to keep working right away.
   • Chrome and Edge: press Ctrl + Shift + N (Mac: Cmd + Shift + N).
   • Firefox: press Ctrl + Shift + P (Mac: Cmd + Shift + P).
   • Safari: click File, then New Private Window.
   • Go to portal.scantrust.com and log in.
   • If the page works here, the cache is the cause. You can also use another browser (for example Edge or Firefox) as a workaround.
3. Clear the cache for the portal only.
   • Chrome:
     • Open portal.scantrust.com.
     • Click the icon to the left of the address bar, then select View site information.
     • Select Site settings.
     • Under Usage, click Delete data, then click Delete.
   • Reload the portal and log in again.
4. Clear the cached files of your whole browser.
   • Chrome:
     • Click the three-dot icon at the top right, then select Delete browsing data. You can also press Ctrl + Shift + Delete (Mac: Cmd + Shift + Delete).
     • Set the time range to All time.
     • Select Cached images and files.
     • Click Delete data.
   • Edge:
     • Press Ctrl + Shift + Delete (Mac: Cmd + Shift + Delete). Or open Settings, then Privacy, search, and services, then click Choose what to clear under Clear browsing data now.
     • Set the time range to All time.
     • Select Cached images and files.
     • Click Clear now.
   • Firefox:
     • Open Settings, then Privacy & Security.
     • Under Cookies and Site Data, click Clear Data….
     • Set When: to Everything.
     • Select Temporary cached files and pages.
     • Click Clear.
   • Safari (Mac):
     • Click Safari, then Settings, then Advanced, and select Show features for web developers. On older macOS versions, select Show Develop menu in menu bar.
     • In the menu bar, click Develop, then Empty Caches (shortcut Option + Command + E). No confirmation message appears.
   • Close the browser completely, open it again, log in to the portal and try the page again.
5. If the page still does not work, contact Scantrust Support at support@scantrust.com and include:
   • The browser you use and its version.
   • A screenshot of the page.
   • The address of the page (the URL).
   • What you were doing when the problem started.

Done.