CUSTOMER SUPPORT


You've landed on Drivafy's customer support page, which likely means you're having some technical challenges in accessing the course lectures. Not to worry, we will do everything we can to help you jump back in!

Please review the "Top 7 Ways to Troubleshoot Common Technical Issues Experienced on Drivafy" resource below. Our customers have found these actions solve most technical issues.



Top 7 Ways to Troubleshoot Common Technical Issues Experienced on Drivafy



1. Refresh Your Webpage

Sometimes, when changes are made to the course website, they don’t register immediately due to caching. This is why many issues can be resolved by completing a hard refresh of your webpage.

A hard refresh is a way of clearing the browser’s cache for a specific page, to force it to load the most recent version of a page. If you are still unable to resolve the issue after a hard refresh, move on to the following troubleshooting steps.



2. Update Your Browser

Internet browsers may update on their own, but other times you may have to do it manually.

If you’re experiencing problems, we recommend checking if your browser is up to date. 

TIP: The best web experience is generally through using the most up-to-date version of Google Chrome or Mozilla Firefox. 

Update Google Chrome by selecting the menu and clicking Update Google Chrome. If the button isn’t there, that means you’re already on the latest version. For more information on updating Chrome, continue here. 

By default, Firefox is set to update automatically. However, it may be done manually by selecting Menu > About Firefox > Restart Firefox to Update.



3. Clear Your Cache

When browsing online, web browsers store, or “cache”, website data (like images and scripts) as a way to improve your experience. Clearing your web browser’s cache removes these stored assets, and this may help resolve issues on your course’s website.

To clear your cache in Google Chrome, click the menu and select More tools. Then click Clear browsing data. Make sure that the Cached image and files box is checked.

To clear your cache in Mozilla Firefox, go to your Preferences and then find the Advanced panel. From there, click Clear Now in the Cached Web Content section.



4. Disable Third Party Browser Extensions

While third-party browsers can be extremely useful, some have been known to cause problems on our website and course offerings. 

Before doing anything, use another browser to test the web page experiencing problems. Ideally, use one that does not have any third-party extensions installed. If the issue still occurs, an extension is probably not the cause. However, if the issue does not occur, an installed extension in your other browser may be to blame. 

Once you know that an extension may be responsible for the problems, test it by disabling it and reloading the page. If disabling the extension stops the issue, you can pinpoint the extension as the culprit and either remove it, or keep it disabled while using Drivafy. Disabling an extension will turn it off without removing it, while deleting an extension will remove it entirely.

Below are a few popular extensions that have caused issues in the past for some Drivafy users: 

  • Adblock
  • Security extensions (like HTTPS Everywhere)
  • Grammarly
  • Dingo

TIP: Research online to see if there are any known conflicts/issues with extensions that you have installed in your web browser. If you have a lot of extensions, this can save you some time.



5. Test Your Internet Speed

Sometimes a slow internet speed can cause problems on Drivafy. There are several ways to test your internet speed. Drivafy recommends going to www.speedtest.net. Click the Begin Test button and the site will show your connection's:

  • Ping Speed - the speed of your connection’s response time after you send out a request.
  • Download Speed - how fast data moves from the server to you. In most cases, download speed will be much faster than upload speed.
  • Upload Speed - how fast you can send data to others — e.g. sending files via email, uploading photos, etc.

If your internet connection is to blame, consider restarting your modem, upgrading your internet plan, or going somewhere with a better connection.



6. Restart Your Computer

Computers should be restarted frequently to optimize performance and system health. “Turn it off and on again” is often tech support’s favorite piece of advice. To restart a Mac/MacBook, select the Apple menu and click Restart. To restart a PC using Windows 10, open the start menu and then click Power. From there, select the Restart option from the submenu.



7. Switch Devices

If you're using a mobile device to access Drivafy, try switching to a desktop or laptop device. While you can view your Drivafy course on a mobile device, we recommend using a desktop or laptop for the optimal experience.



8. Contact Drivafy Support

If you've completed all of the troubleshooting steps above and are still unable to resolve the issue, we recommend that you contact Drivafy Customer Support by sending an email to [email protected]

PLEASE NOTE: Drivafy Customer Support reviews all incoming requests once daily from Monday to Friday. We aim to respond within 24 hours of receiving your request.

We kindly ask for your patience as we do our best to troubleshoot your issue.