Website Access, Browser Not Working: Troubleshooting Help – Vision RECap Support Home

We want to make your experience smooth when using our platform. If you are experiencing a problem with accessing the website or finding errors when loading the website at Vision RECap, please refer to the following steps to assist you.

1. Make sure you are on the login page https://app.visionrecap.com/

Then review the following based on your scenario:

Scenario

Symptoms

Likely Cause

Resolution Steps

Responsible Party

1. User Cannot reach Production Website

Website not loading, DNS errors, timeout

Website blocked by corporate firewall or DNS filtering

- Confirm website URL is correct
- Check firewall/DNS settings
- Request IT to whitelist the domain

Client's IT Vendor

2. User Not receiving emails from Production Website

Missing notifications, password reset emails not received

Emails flagged as spam or blocked by email server

- Confirm correct email address
- Ask client to check spam/junk folder
- Request IT vendor to add domain to "trusted senders" list

Client's IT Vendor

3. User Can access website but missing modules/features

Incomplete buttons or sections not visible

Device/browser settings interfering with full functionality

- Clear browser cache & cookies
- Disable browser extensions
- Ensure JavaScript is enabled
- Try alternate browser or device
- Follow browser-specific optimization steps below

End User (with support guidance)

💻Steps for Browser Optimization Procedures

(Please engage your local IT as required)

Select which browser you are using? Microsoft Edge or Google Chrome or Safari

⚙️Microsoft Edge (Windows)

Go to Settings > Privacy, search, and services
- Clear Browsing data (Cookies, Cached images/files)
Under Site permissions, ensure:
- JavaScript is allowed
- Pop-ups and redirects are not blocked for your domain
Disable unnecessary Extensions
Update Edge to the latest version
Restart browser and try again

⚙️Google Chrome (Windows/macOS)

Go to Settings > Privacy and security
- Clear Browsing data (Cookies, Cached images/files)
Under Site settings:
- Allow JavaScript
- Allow Pop-ups and redirects for your domain
Disable or remove conflicting Extensions
Update Chrome to the latest version
Restart browser and re-login to the platform

⚙️ Step-by-Step: Clear Cookies & Cache in Safari (Mac)

1. Open Safari → Settings (or Preferences):

Click Safari in the top-left of your screen → Settings (or Preferences on older macOS).

2. Go to the “Privacy” tab → Manage Website Data:

Click Privacy → Manage Website Data
Hit Remove All to delete cookies, cache, and local storage from all websites.
Confirm Remove Now.
🧠 Tip: This will log you out of most sites, but it dramatically speeds things up and resets odd browsing glitches.

3. Clear Browser Cache (for real):
Safari hides this under Developer Tools.

Go to Settings → Advanced
Check “Show Develop menu in menu bar” (at the bottom).
In the menu bar → Develop → Empty Caches.
You’ve just cleared Safari’s hidden layer of cached junk most people never touch.

Below are more detailed steps (from Microsoft and Google) regarding how the User can manage and clear their browsing data effectively.

Recommend resolution steps ( Please engage your local IT as required)