How to resolve a technical issue

If you found a technical issue on aspengreen.com, you may be able to resolve it with the steps in this article. After each step, check if the problem persists.

If one of these steps solves the problem, you can stop there:

Step 1:  Update your browser

Aspen Green works best with the two most recent major versions of Google Chrome, Safari, Firefox, and Microsoft Edge browsers. Microsoft Internet Explorer is not supported.

Still having problems? Here are a few things you may want to check:

• Make sure that the “Block all cookies” function is disabled in your browser’s settings.
• Check that Javascript is enabled in your browser’s settings.
• Make sure that you don’t have any content blockers installed.

Step 2: Clear your browser’s cache and delete Aspen Green-related cookies.

On most internet browsers you can delete your cookies using “Tools” or “History”. For more information about clearing your cache in different browsers, refer to How to clear cookies in Chrome, Firefox, Safari, and other browsers.

What should I know before clearing my browser’s cache?

Clearing your cookies may cause you to lose saved information stored on your browser, like saved passwords and login information. You may want to save this information elsewhere before clearing your browser history.

Step 3: Use a different web browser.

This helps determine if the problem is specific to one browser. For best results, use the latest version of Google Chrome. 

Step 4: Temporary disable your security software.

Security software can prevent some websites from loading correctly. 

Try temporarily disabling it to see if this is the problem. If disabling your security software solves the problem, try adding Aspen Green as an exception.

Step 5: Install the latest version of your operating system.

We suggest that you use the latest version of your operating system provider (e.g. , Windows, OS X, etc.). Older operating systems might not support the most recent version of your browser. If you can’t update your browser due to your operating system, then consider updating your operating system or device.

Step 6: Get in touch

If none of these steps resolved the technical issue, report the issue to Customer Support and include:

• As much detail as you can about the issue
• Screenshots of any error messages you get
• Which web browser you are using (e.g., Chrome, Edge, Firefox, Safari, etc.)
• What you have done so far to try to resolve it