Browser Troubleshooting

If you're experiencing issues with Sprout Social, it might be a browser issue. Ensure you're using the latest version of your browser, and then perform a hard refresh or clear your cache.

This article contains the following sections:

Sprout Social browser support

Sprout is tested with the following web browsers. It's recommended that you always use the most current version of a browser and select the option for automatic updates.

Note: A browser that supports TSL 1.1 is required to access Sprout. The latest versions of each browser support this feature. If you notice you cannot access Sprout Social, please try updating your browser.

The term “latest version” is defined by each browser. Use the following links to understand which version you are using. 

Chrome

Sprout supports the latest version and previous version

Find out which version of Chrome you're using

Safari

Sprout supports the latest version and two previous versions

Find out which version of Safari you're using

Firefox

Sprout supports the latest version and previous version

Find out which version of Firefox you're using

Internet Explorer

Sprout supports the latest version

Find out which version of Internet Explorer you're using

Mobile

Sprout can also be accessed from mobile devices but is not supported for mobile browsers. For the best mobile user experience, we highly recommend using the latest version of the Sprout Social app (available for iOS and Android).

 

Hard Refresh and cache clearing

Sometimes, the way web browsers store information can conflict with certain web applications. If you notice that Sprout Social isn't behaving as expected, following these troubleshooting steps can help alleviate issues.

Hard Refresh

A hard refresh temporarily clears the browser's cache for the website you're currently on. Try this first to see if it clears up any issue you're running into.

Hold down the Shift key and click the Refresh button in the toolbar of your browser. This works for Safari, Firefox and Chrome on Windows and Mac.

If you are using Internet Explorer, hold down the Ctrl key while clicking the Refresh button in the toolbar. 

Clearing the Cache

In instances where a hard refresh doesn't resolve the issue, you might need to clear some parts of your browser's cache. Use the following steps to clear your cache:

Note: When clearing your browser's cache only clear Cached Images and Files and  Cookies. It is not necessary to clear any other information, such as download or browsing history, passwords, autofill form data, etc.

Safari (Mac):

  1. Click the Safari Menu
  2. Click Preferences.
  3. Click the Privacy tab.
  4. Click Manage Website Data...
  5. Click Remove All

Firefox (Mac):

  1. Click the Firefox menu.
  2. Click Preferences.
  3. Click Advanced.
  4. Click the Network tab.
  5. Click Clear Now In the Offline Storage section.
  6. Click OK.

Firefox (Windows):

  1. Click the Tools menu.
  2. Click Clear Recent History.
  3. Select Everything under Time Range to Clear.
  4. Select Details.
  5. Select Cache.
  6. Click Clear Now.

Google Chrome (Windows & Mac):

  1. Select the three dots in browser toolbar.
  2. Mouse over Tools.
  3. Click Clear Browsing Data. 

Internet Explorer:

  1. Click Tools. If you don't see the menu, press Alt on your keyboard to show menus.
  2. Click Delete Browsing History.
  3. Select Temporary Internet Files.
  4. Click Delete. It can take several minutes for the cache history to delete.
  5. Click OK.

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