At a Glance
If a page has frozen, stopped loading, or is not responding, there are a few quick steps you can try to get things moving again — most issues are resolved within a minute or two.
Step 1: Force-Refresh the Page
A force-refresh clears the page cache and reloads everything fresh from the server.
- Windows: Press Ctrl + F5
- Mac: Hold Command + Shift and press R
The page should reload and respond normally after this.
Step 2: Use the Browser Reload Button
If the keyboard shortcut does not help, click the reload button in your browser (the circular arrow in the top-left corner of the window) several times until the page responds. It may briefly show an X while loading — that is normal.
Step 3: Log Out and Log Back In
If the page is still unresponsive, log out of your account, wait one to two minutes, and then log back in. This refreshes your session and often clears the problem.
Step 4: Check Your Browser and Operating System
If pages on other websites are also behaving strangely, the issue may be with your browser or device rather than your account. Try the following:
- Visit a few other websites (such as YouTube or a news site) to see if they respond normally.
- If those sites are also slow or frozen, your browser may need updating. You can find step-by-step instructions here: How to update your browser
- Also check that your computer's operating system is up to date, as outdated software can affect browser performance.
Still Need Help?
If none of the above steps resolve the issue, our support team is here to help.
Email us at support@counsellingtutor.com with a description of what is happening and we will investigate further.
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