FAQ - Content Not Loading

TABLE OF CONTENTS

• Network Block
• Browser Block
• Older System without ISRG Root X1 Certificate
• References

If you run into an issue with content not loading (sometimes you only see a blank white screen, sometimes you may see an access denied error from your school), there are a few possible causes.

Network Block

The most likely culprit is a network block on your school's network. Please reach out to your school's IT department and ask them to unblock the following URLs:

https://mail.edlportal.com

Additionaly, if you are using our Instructional Services or we have provided you with a Hosted Buzz LMS. the following URLs should be allowed:

[email protected]

This will ensure that all our content loads correctly. You may need to clear your cache once the above links are unblocked: FAQ - How to Clear Your Browser Cache

Browser Block

It is possible that an extension on your browser is blocking the content from loading. First, try using your browser's incognito/private browsing mode to see if the content loads. Some extensions, however, still run in this mode. If the content still doesn't load, try the steps outlined below.

Turn off all extensions (you should be able to toggle them off versus removing them altogether). If the content loads, then turn on each extension one at a time, testing to see if the content still loads after each one is turned on. When the content stops loading again, you've likely found the extension causing the issue. Keep it off, and turn on all others. Confirm the content still loads with just the single extension turned off, or test any untested extensions to see if there are multiple extensions involved.

You will find guides to incognito/private browsing and extension management at the end of this document.

Older System without ISRG Root X1 Certificate

If neither of the above options fixes the issue for you, it is possible that you are using an older computer that no longer supports the ISRG Root X1 Certificate.

Most modern systems will have built-in support for this root certificate that is used by a large chunk of the internet. There was a large change in 2021: a major root certificate expired, and many services have moved to a new one that doesn't exist on old systems yet. Most system updates would have brought this in, but if your computer is older and cannot be updated you might be missing these.

You can check LetsEncrypt's certificate compatibility to see if your computer has this or not.

Quick reference

• Mac OS >= 10.12.1
• Windows >= XP SP3 (including Windows 7+)
• IOS >= 10
• Android >= 7.1.1

Depending on your system, you can likely manually install this certificate manually.

Mac OS Instructions

• Download https://letsencrypt.org/certs/isrgrootx1.der
• Install it:
  • Open KeyChain, and import the downloaded file
  • ensure sha = CABD2A79A1076A31F21D253635CB039D4329A5E8
• Trust it:
  • Find it in KeyChain, and set it to Always Trust

Invalid date/time configuration

If your system has the wrong date/time set, it will cause some certificates to fail as well. Check your date settings and ensure they are correct, and that they automatically update.

Reference Material regarding this can be found below.

Reference

Chrome

Incognito Mode

Install and Manage Extensions

Safari

Private Browsing

Installing Extensions

Firefox

Private Browsing

Disable or Remove Add-ons

Edge

InPrivate Browsing

Add, Turn Off, or Remove Extensions

LetsEncrypt

LetsEncrypt Certificate Compatibility

LetsEncrypt Certificate Reference

Explanation and Mac OS manual steps