If you are getting an error message, it may be an issue with the browser you're using, we would recommend trying the troubleshooting steps below, depending on what device you're using.
The most compatible browsers for Spotlight are Google Chrome and Safari, so you may want to change to those if you are not already using them.
I am using a Windows PC
- Clear your cache and cookies/history, via pressing the buttons Ctrl + Shift + Del. Please note this will kill any stored cookies which means you will have to re-sign in to all your websites, re-accept privacy pop ups etc. To avoid too much disruption - soft clear your browsing data, please select '1 hour' in the time range dropdown.
- Alternatively, access the site from open an incognito window, open Chrome then press and hold Ctrl, shift and ‘N’.
If you are still seeing the error, please attempt the following action when the error page appears:
- Please press the following sequence: Control + Shift + J. This will bring up your operations console. Within the operations console, it should provide more detail on the errors occurring for our team. If you could then provide a screenshot (and/or screen recording) of both the error message and the operations console and attach it to your request when you click 'Submit a request' above, our team will look into this for you asap. See the how-to video below for help!
I am using a Mac
- Clear your cache and cookies/browsing history. When using Chrome select ‘History’ at the top of the screen and then click ‘Clear browsing data’. Very similarly when using Safari, select ‘History’ and then click ‘Clear history’. Please note this will kill any stored cookies which means you will have to re-sign in to all your websites, re-accept privacy pop ups etc. To avoid too much disruption, soft clear your browsing data, please select '1 hour' in the time range dropdown.
- Alternatively, use a private browser: Open the browser, as usual, then press and hold command, shift and ‘N’ (same for Chrome and Safari). An incognito/private browsing window will pop up.
If you are still seeing the error, please attempt the following action when the error page appears:
- Please press the following sequence: Command + Option/Alt +J. This will bring up your operations console. Within the operations console, it should provide more detail on the errors occurring for our team. If you could then provide a screenshot (and/or screen recording) of both the error message and the operations console and attach it to your request when you click 'Submit a request' above, our team will look into this for you asap. See the how-to video below for help!
Clearing Cache and Cookies on Safari*
Clearing Cache and Cookies on Google Chrome*
Getting Browser Info and a Screenshot (with Developer Tools)*
I am using an iPhone or iPad
- On the Safari Browser: To clear your history and cookies, go to ‘Settings’ > ‘Safari’, and tap ‘Clear History and Website Data’. Clearing your history, cookies and browsing data from Safari won't change your AutoFill information. To clear your cookies and keep your history, go to ‘Settings’ > ‘Safari’ > ‘Advanced’ > ‘Website Data’, then tap ‘Remove All Website Data’. You can find more information here: https://support.apple.com/en-gb/HT201265.
- Alternatively, you can open a private browser on your mobile device, by simply going to open a new browser and clicking on the ‘private’ button in the corner of the browser, which will open a new private browser
If you are still seeing the error, please get a screenshot (and/or screen recording) of the error and attach it to your request when you click 'Submit a request' above.
iPhone - Safari - Clearing Cache*
*iPhone and iOS are trademarks of the Apple Corporation
I am using an Android device
- Open the Android browser: To clear your cache and cookies, go to ‘Menu’ / three dots in the right corner > ‘More’ > ‘Settings or Menu’ > ‘Settings’ > ‘Privacy & Security’. Tap - ‘Clear cache’, ‘Clear history’, and ‘Clear all cookie data’ as appropriate.
- On the Chrome browser: Go to ‘Menu’ / three dots in the right corner > ‘Settings’ > ‘Privacy’. Tap > ‘Clear browsing data’ at the bottom of the screen, leave the defaults selected (browsing history, cache, and cookies), then tap ‘Clear’. You can find more information on this here: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DAndroid&hl=en
If you are still seeing the error, please get a screenshot (and/or screen recording) of the error and attach it to your request when you click 'Submit a request' above.
*Return to the Spotlight website*
*iPhone, Safari and iOS are trademarks of the Apple Corporation. Google Chrome is a trademark of Google LLC.