Troubleshooting

Nessy Troubleshooting

Sorry to hear you are having some problems with Nessy. Please see our troubleshooting guide to try and resolve any issues that you are having. If you are using Nessy on an iPad please see our separate iPad troubleshooting guide here

Please note that Nessy is not compatible with Internet Explorer.

Solution 1. Clear your browsing data

For further information on clearing browsing data and links to instructions on how to do this for different browsers please click here

Solution 2. Update your browser

Another thing to check is that your browser is up to date. Click here for instructions on how to update your browser to the latest version.​

Solution 3. Reset preferences

When you assign a homepage, set the default search engine or pick where downloads are saved, this is stored in a preferences file. When that file becomes corrupted, the browser can start acting strangely. If it's not loading certain websites, lags, or freezes, chances are the problem is broken Preferences.

In Chrome, from the 'Menu'  button in the upper-right corner of the Chrome window, choose 'Settings'. At the bottom of the page select 'Advanced' then ‘Reset'

In Firefox, open Firefox and go to this support page, then use the 'Refresh Firefox' button.

https://support.mozilla.org/en-US/kb/reset-preferences-fix-problems

4. Remove extensions

Extensions let you do extra things in a browser, but because they are add-ons, they can cause problems, especially if they aren’t regularly updated. To find out which of your extensions is causing trouble, run a quick test by unchecking/disabling an extension and loading Nessy in a different tab. When you’ve identified the culprit, uninstall the extension.

In Chrome, from the 'Menu'  button in the upper-right corner of the Chrome window, choose 'More Tools' then Extensions'.

In Firefox, select 'Tools' then 'Add-ons' then 'Extensions.

In Safari, select 'Safari' in the menu. Select 'Preferences'. Select the 'Extensions' tab. Uncheck extensions one by one and see if the problem goes away.

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5. Outdated plugins like Flash

Many websites require Flash to play video or animated content. These plugins can drag the browser’s performance down if they are outdated, so the reason why Safari is running slow and gets stuck loading pages could be just that. Nessy Numbers is the only Nessy program that still requires Flash and this is being changed in the near future.

The best way to install the most recent Flash player is to download it from Adobe’s website. The page automatically identifies if the Flash player is up to date and will give you the download link if it’s not.