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HAVING WEBSITE ISSUES?

Are you having issues with the website?

Most web store issues are the result of web browsing software (Internet Explorer, Firefox, Chrome, Safari, etc) storing a temporary copy of the website locally on your computer.  This is called a 'cache' and is typically used to make your web browsing experience faster.

This works great for pictures or text that doesn't change, however our website is generated as you access it with actual inventory, pricing, and other information.  Sometimes the cache on your web browser can interfere with the ability to properly display the page.

Common examples are:

  • Unable to log in

    • You might enter your login information, but the system doesn't log you in

    • After entering an invalid password, entering the correct password still doesn't work

  • Shopping cart is not updating

    • Items don't get added to your shopping cart

    • The information in your shopping cart is not correct

  • Unable to check-out

    • The check out page or the payment pages do not display

These issues occur because your web browser doesn't realize that the information on the page has changed (ie. logged in state, or shopping cart contents).  Usually this does not happen during your visit, but instead, bits and pieces of your previous visit may be shown when you return to the site.

Here's some quick troubleshooting tips to try if you are having issues:

  1. Use current versions of Firefox or Chrome to browse the website. Microsoft's Internet Explorer browser has interesting quirks that change from version to version.  Although we try to make the website accessible from all browsers, it is a continuous fights with Microsoft to keep up with ways to fix the shortfalls of their software!

  2. Try a different browser. If you are using Firefox, try Chrome, etc.

  3. Close your web browser and re-open it before visiting the site.

  4. Clear your browser cache.  You can search Google for "clear browser cache" and the browser you are using to find instructions on how to do this.  If you use Firefox, follow these easy instructions at the Firefox support website: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

  5. Reboot your computer.

If you are accessing the site from a mobile device, such as an iPad, iPhone or Android device, please be aware that mobile devices try extra hard to cache information and may experience the same types of issues.  You mobile provider may also be caching the information themselves.

If you have tried all of these steps and still have a problem with the site, please email service@canadatulle.com for assistance.

Thanks for your business!

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