Troubleshooting Web Browser Issues with UTmail+


Most of the problems we have seen with using UTmail+ in Web browsers is because of a browser Add-on (also called extensions or plug-ins). This article will outline a simple way to test if such a program is causing the problem you are experiencing, and provide guidance for how to more permanently solve the issue.

Another issue could be cookies. See our article about Clearing Browser Cookies.

All modern web browsers come with special modes which disable all add-ons. These modes will allow you to quickly diagnose if add-ons are an issue.

 

Chrome


To test for incompatible extensions:

  • From an open Chrome window, press Ctrl + Shift + N to open a new Incognito Window.
  • In the address bar of the new window, enter mail.utoronto.ca, press enter, and log in with your UTORid and password.
  • Perform whatever task you had previously been unable to do. If it works, one of your extensions is the issue. If the problem persists, contact the Help Desk for troubleshooting assistance.

To Disable an incompatible extension:

  • From an open Chrome window, click the Wrench icon in the upper right hand side and choose Tools then Extensions.
  • Review the list of extensions for ones that cause problems.* If you see one that you suspect, uncheck the "Enabled" box.
  • Restart Chrome and see if the problem has been resolved. If it has not, repeat these steps. You may choose to restore disabled extensions on future tries; however, you may have multiple extensions conflicting with UTmail+.

 

Firefox


To test for incompatible Add-ons:

  • From a Firefox window, press Ctrl + Shift + P to open a new Private Browsing window.
  • In the address bar of the new window, enter mail.utoronto.ca, press enter, and log in with your UTORid and password.
  • Perform whatever task you had previously been unable to do. If it works, one of your add-ons is the issue. If the problem persists, contact the Help Desk for troubleshooting assistance.

To Disable an incompatible Add-on:

  • From an open Firefox window, press Ctrl + Shift + A to open the Add-ons manager tab.
  • Review the list of add-ons for ones that cause problems.* If you see one that you suspect, click the "Disable " button.
  • Restart Firefox and see if the problem has been resolved. If it has not, repeat these steps. You may choose to restore disabled Add-ons on future tries; however, you may have multiple Add-ons conflicting with UTmail+.

 

Internet Explorer


To test for incompatible Add-ons:

  • From an Internet Explorer window, press Ctrl + Shift + P to open a new Private Browsing window.
  • In the address bar of the new window, enter mail.utoronto.ca, press enter, and log in with your UTORid and password.
  • Perform whatever task you had previously been unable to do. If it works, one of your add-ons is the issue. If the problem persists, contact the Help Desk for troubleshooting assistance.

To Disable an incompatible Add-on:

  • From an open Internet Explorer window, press Alt + T to open the Tools menu.
  • Click Manage Add-ons.
  • Review the list of Add-ons for ones that cause problems.* If you see one that you suspect, click on the add-on and click the "Disable" button.
  • Restart Internet Explorer and see if the problem has been resolved. If it has not, repeat these steps. You may choose to restore disabled Add-ons on future tries; however, you may have multiple Add-ons conflicting with UTmail+.

* The following Add-ons and extensions have been occasionally found to cause problems

  • Skype Click to Call (NOTE: Removing this add-on will not affect your ability to Skype)
  • Divx Plus Web Player
  • AVG Safe Search
  • Mcafee Site Advisor

 

Last update:
2013-11-18 09:09
Author:
Sean Winslow
Revision:
1.9
Average rating: 1 (1 Vote)

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