When you have an issue with Zendesk, one of the most common troubleshooting suggestions is to clear your cache and cookies. While this may sound like the web equivalent of “try turning it on and off again,” clearing out your cache and cookies is not only a key troubleshooting step but in many cases it will solve the problem altogether.
But what is your cache, and why should you clear it?
If you follow the Zendesk updates page, you can see that we are always fixing, improving, and adding features to Zendesk Support. Because of this constant progress, your cache and cookies can become outdated quickly, which may cause issues and unwanted behavior when your browser tries to use older versions.
Browsers are constantly updating themselves, so to ensure you’re getting the latest information, use the following links to view the current browser-specific methods for clearing your cache and cookies:
While the methods described at the links above are commonly used, adding an extension can make the process quick and easy. The information below can minimize the hassle of clearing your cache and cookies, as it will only update the cookies for the page you have open at the time. Click the links to download the available extension.
Chrome: Clear Session
This extension retains your data and login information from every web location where you are signed in. This means you won’t have to sign in again to every website after clearing the cache.
Streamline this extension by setting keyboard shortcuts for actions. To find the extension, go to chrome://extensions/ in Chrome’s address bar to open up the Extensions page. At the very bottom of the page, see the Keyboard Shortcuts option. Add your key combination, and never have to click or deal with a menu again.
Using Developer Tools
Another way to clear your cache and cookies, without going through the browser often-tedious menus or using a third-party extension, is to use the browsers’ built-in developer tools. This process is usually quicker than the browser-recommended process, though often not as fast as using extensions.
To use Chrome developer tools
- With Chrome open, use Ctrl+Shift+I (Command+Option ⌥+I on a Macintosh) to open the developer tools window.
- Right-click (click-and-hold on a Mac) the Refresh button, and select Empty Cache and Hard Reload. This forces the cache to clear and reloads all data for the site.
- On the DevTools window, click the Resources tab.
- Expand the Cookies list.
- On each website in the list, right-click (Ctrl-click on a Mac) and select Clear.
To use Firefox developer tools
- With Firefox open, use Shift+F2 to open the Developer Toolbar. This usually appears at the bottom of the browser window.
- In the toolbar, type appcache clear, then Enter. This clears your cache.
- Next, in the toolbar, type cookie list, then Enter. This opens a window displaying all cookies.
- For each cookie, click Remove, then Enter.
To use Internet Explorer developer tools
- Select the F12 key.
- Select Ctrl+D.