What are some ways to troubleshoot issues regarding content not loading?

Yi Yan.L.782

Hi D2L community,

Part of my job is to help my lecturers troubleshoot their LMS issues.

Hence, I would like to ask… sometimes when using the Brightspace LMS, users report occasions where the content page does not seem to load. For troubleshooting, I will typically suggest & try out the following ways for a start:

1. Try to replicate the issue on my end
2. Check if anyone else faces the same issue
3. Clear cache
4. Use different browsers
5. Use different device (if needed)

Are there other ways we can typically troubleshoot loading issues first before deciding that raising a ticket is the way to go?

Chris.S.166

Hi Yi Yan,

Some of the other common suggestions are:

• Do the D2L/Brightspace System Check {your_brightspace_URL}/d2l/systemCheck
• Try connecting to the internet using a different network connection if available: share wifi via mobile, work network, home wireless network etc
• Try a VPN if available
• Disabling browser extensions
• Access the content in Incognito or Private browsing mode
• Access on a personal laptop/computer/mobile vs. corporate/work/school provided device

If all else fails raise a ticket with the D2L Support team.

Hope that helps!