Course banner error appearing only in regular Chrome browser

Question

Hi everyone,

I am troubleshooting an issue for an instructor who is seeing an error message in the course banner area on the Course Home page.

The issue appears to be specific to the instructor’s regular Chrome browser:

* The error appears in Chrome.
* The error does not appear in Microsoft Edge.
* The error does not appear when using a Chrome Incognito window.
* I restored the course banner images in the affected course shells, but the error continues to appear in the instructor’s regular Chrome browser.
* The error does not appear to affect the functionality of the course, but it appears consistently and is distracting for the instructor.

Since the issue does not occur in Chrome Incognito, it seems likely to be related to something stored in the instructor’s regular Chrome profile.

Has anyone encountered a similar issue with course banner images or the Course Home page in Chrome? Are there particular Chrome site data, cache, cookies, extensions, or other settings you would recommend checking or clearing?

Thank you!

Ashwin.R.8946 · Answer

Hello @Heather.B.4264

Thankyou for reaching out to brightspace community.

While we are unsure if you or the Instructor have had the chance to test Andrea P's suggestions above to clear the Chrome browser's cache, I wanted to share further suggestions and tips.

As correctly indicated by you, because the error reproduces only in the instructor’s regular Chrome profile (and does not occur in Edge or Chrome Incognito), this indicates the issue is isolated to browser-level state, most commonly an interfering Chrome extension, corrupted cached assets/site data for the Brightspace domain, or browser privacy/content settings.

To resolve this in the Chrome browser, please try the following steps:

Step 1: Temporarily Disable Chrome Extensions 

Browser extensions (especially ad blockers, privacy guards, translation tools, or grammar checkers) are disabled by default in Incognito mode and are the most common cause of this behavior.

1] In Chrome, type chrome://extensions in the address bar and press Enter. OR go to the extensions via the dropdown menu next to the profile.

2] Temporarily toggle off any active extensions (particularly ad blockers or privacy tools).

3] Return to your Brightspace course and refresh the page.

4] If the banner loads properly, you can re-enable your extensions one by one to identify which one caused the conflict and add Brightspace to its allowlist.

Step 2: Clear Brightspace Site Data & Cache

Cached data for the site may be corrupted. You can clear data specifically for Brightspace without losing your other saved passwords or history:

1] Navigate to your Brightspace Course Home page.

2] Click the View site information icon (the tune/sliders or padlock icon) directly to the left of the URL in the address bar.

3] Select Cookies and site data > Manage on-device site data.

4] Click the trash can icon next to the Brightspace entries to remove them.

5] Close and reopen Chrome, log back into Brightspace, and check the course banner.

Step 3: Check Chrome Site Permissions

1] While on the Brightspace page, click the site info icon next to the URL bar and select Site settings.

2] Verify that Images and JavaScript are set to Allow.

3] In Chrome Settings under Privacy and security > Third-party cookies, ensure site data is not being blocked for Brightspace.

Hope this helps

Regards

Ashwin Ravi

Andrea.P.5917 · Answer

Hi Heather,

When the instructor clears their regular Chrome browser's cache, does this solve the issue?

Best,

Andrea