General troubleshooting guide

There can be many reasons when you experience unexpected behaviour on a website.

When you reach out to our Customer Support Team, we may ask you to complete a few steps outlined below to help diagnose the problem, which will help us find a solution to your problem. 

1 - HARD RESET 

Hard reset clears your browser cache for the website you are on, forcing it to load the most recent version of that page. Cache makes the Website load faster, but when a website is updated, this may not always show the most current version due to cache.

Clicking the "Refresh" arrow on your browser address bar is not a hard refresh. Here's how you can clear your cache through a hard refresh on any browser:

Google Chrome

• Windows - Hold down Ctrl and then press F5 on your keyboard.
• Mac - hold down Cmd and Shift and press R on your keyboard.

Firefox

• For Windows users: hold down Ctrl and press F5 on your keyboard.
• Mac users: hold down CMD and Shift and then press R on your keyboard.

Safari (Mac Only) 

• Go to Safari > Empty Cache, or hit Opt + Cmd + E
• To refresh, click the refresh button on the address bar or press Cmd + R

Microsoft Edge (Formerly Internet Explorer) 

• Hold down Ctrl and then press F5 on your keyboard

2 - CLEAR BROWSING DATA 

Please use this with caution as there are a few options you can select to delete data. Unlike a hard reset, this will delete previously-stored data such as cookies, history, and passwords. In addition, this will allow your computer to save a new copy of this data the next time to access the website.

Chrome

• In the top right-hand corner, click on the three dots, select history and click on the "history" heading again. Then, on the left-hand side, click "clear browsing history."

Please ensure all three options and selected. Then click on "Advanced."

Please ensure only the first four options are selected. Then click "Clear Data", Close Chrome, and Re-open.

Firefox

• In the top right-hand corner, click on the three lines, click History and select Clear Recent History. Next, please select the Time range to clear to Everything.

Safari (Mac)

• Select the "History" Option.
• Then Clear history. Choose how far back you want to clear history. We recommend it all time.
• Close Safari and Re-open.

Please ensure all options and ticked, then click OK. Close Chrome and Re-open

Microsoft Edge (Formerly Internet Explorer) 

• Click on the three dots in the top right-hand corner, then Settings. On the next screen, select Privacy, Search and Services on the left-hand side. Next, you will see "Clear Browsing Data" Click on the "Choose what to clear" button.

Please only select the first four options. Then click "Clear Now", Close Edge and re-open. Please note that RosterElf doesn't support Internet Explorer. If you are having trouble, please first update your browser.

3 - RESTART YOUR DEVICE

Restarting your computer will fix so many problems because it will clear your Random Access Memory (RAM). While working on the computer, you open and close many programs, creating numerous logs and temporary caches in the background, which often become cluttered.

Mac (OSX)

In the top left-hand corner, click on the Apple Logo. Then select "restart."

Windows 10

In the bottom left-hand corner, click on the windows logo. Then select the power icon and select "restart."

Ways to Contact Us:

1. Email: Reach out to us at customersupport@rosterelf.com
2. Book a Video Call: Schedule a free 15-minute video call with our RosterElf Customer Success Team.
3. Live Chat: Click the green 'question mark support button' at the bottom right of your browser to start a live chat.

Don't hesitate to get in touch; we're always ready to help!