APPLY! REQUEST

Troubleshooting UNAPortal 101

Many issues with UNAPortal can be resolved by doing one or more of the following:

Clear your Java cache

  • To clear your Java cache in Windows

    1. Click "Start"
    2. Click "Control Panel"
    3. Double click the Java icon
    4. Click the "Setting" button under the "Temporary Internet Files" box
    5. Click the "Delete Files" button and click "OK" to confirm
    6. Click "OK" again to close the Java control panel

  • To clear your Java cache on a Mac
    1. On the Finder menu bar, click "Go" > "Applications"
    2. Double-click "Utilities"
    3. Double-click "Java Preferences"
    4. Click the "Network" tab
    5. Click the "Delete Files..." button
    6. You are prompted to delete your temporary files for Java
    7. Close the Java Preferences window

Clear your browser's cache

  • Edge Logo - blue e with swish cut into back edge How to clear the Edge cache - Windows

    1. Open Edge  
    2. Click on the Hub icon
    3. Click on the History icon
    4. Click the link labeled "Clear all history"
    5. Check the boxes for each item you want to clear (including "Cached data and files" and "Cookies and saved wibsite data").
    6. Click the Clear button. The message "All Clear!" will appear at the top when the data has been erased.

  • IE Logo - blue e with tilted gold halo around it How to clear the Internet Explorer cache - Windows

    1. Open Internet Explorer
    2. Click on the Gear icon  > Safety > Delete browsing history...
    3. Deselect: Preserve Favorites website data
    4. Select: Temporary Internet Files and website files
    5. Select: Cookies and website data
    6. Select: History
    7. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
    8. Exit/quit all browser windows and re-open the browser.

  • Chrome Logo - blue dot with orange/yellow/green 3-part ring aorund it How to clear the Chrome cache - Windows or Mac

    1. Open Chrome  
    2. On the very right end of the Chrome toolbar, click More More> More Tools > Clear Browsing Data
    3. In the "Clear browsing data" box, click the checkboxes for "Cookies and other site data" and "Cached images and files"
    4. Use the menu at the top to select the amount of data that you want to delete - choose "Beginning of time" to delete everything.
    5. Click "Clear browsing data"

  • Chrome Logo - blue dot with orange/yellow/green 3-part ring aorund it How to clear the Chrome cache - Mobile Devices

    1. On your mobile device, open Chrome.
    2. On your browser toolbar, tap More More.
    3. Tap History, and then tap "Clear browsing data".
    4. Under "Clear browsing data," select the checkboxes for "Cookies and site data" and "Cached images and files".
    5. Use the menu at the top to select the amount of data that you want to delete. Choose "beginning of time" to delete everything.
    6. Tap "Clear browsing data".

  • Firefox Logo - Red/Orange fox curled around globe How to clear the Mozilla Firefox cache - Windows or Mac
    1. Start Firefox
    2. Click on "History" in the Menu Bar [top left of the browser window - if you don't see your menu bar, click your "Alt" button to see it temporarily, or right click in the top of the browser window (outside your tabs) and select "Menu Bar"]
    3. Click on "Clear Recent History..."
    4. To change your History settings to prevent possible issues in the future:
             a. Click "Tools" > "Options" in the menu bar
             b. In the "Privacy & Security" section, change the History drop down to read "Firefox will Never remember history"
    5. Close and reopen your browser

  • Safari Logo - blue compass How to clear the Safari cache - Mac

    1. Open Safari
    2. Under "Safari" in the menu bar across the top of the screen, choose "Preferences" (there is an option in the Safari drop down to "Clear History and Website Data..." however this only clears some of the data)
    4. Click on the "Privacy" tab along the top of the Safari preferences pane
    5. Click the box to "Remove All Website Data..."

Clean your PC and install AV software

  • Security and maintenance programs for Windows

    Microsoft now offers the following free AV software:
              Windows 7 - download and install Microsoft Security Essentials
              Windows 8 and 8.1 come with Windows Defender preinstalled
                        Verify it is turned on and running normally

    View a list of AV software approved for use to access the UNA wireless network.

    For malware and spyware protection, there are several resources online, but be sure to choose carefully. Programs that ITS employees recommend (but cannot guarantee) include:
              Malwarebytes - can be downloaded from FileHippo.com*
              CCleaner - can be downloaded from FileHippo.com*
    *Be careful when downloading from FileHippo.com - be sure to click on the product's green "Download Latest Version" button and not one of the download buttons built into the website's ads.

    For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

  • Security and maintenance programs for Mac
    Contrary to popular belief, Macs are vulnerable too.
    View a list of AV software approved for use to access the UNA wireless network.

    For malware and spyware protection, there are several resources online, but be sure to choose carefully.

    For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

Still having trouble?

Send an email to helpdesk@una.edu. If you are able, send the email from your UNA email account, but if not please provide the following information:

  • Your full name
  • Your UNAPortal ID (your login name)

In your email, be sure to include a description of your problem:

  • What is your error message or what is happening?
  • Are you having issues on a specific device or on multiple devices?
  • What kind of device have you tried (desktop, laptop, mobile device)?
  • Which browsers have you tried?
  • What were you doing when you received the error message?

If you are on campus, you may call the IT Services HelpDesk at ext 4865. From off campus, dial (256) 765-4865.

Web Support

Email Support

Phone Support

  • Monday-Friday
  • 8:00 am-4:30 pm
  • (256) 765-4865