If you are having trouble downloading a document, the first thing to try is a hard refresh. This will force your browser to reload the latest version of the page.
How to do a hard refresh:
-
On Windows: Press Ctrl + F5 or hold Ctrl and click the refresh icon
.
-
On Mac: Press Command + Shift + R to refresh the page.
-
On Android: Open the menu and tap
Reload or
Refresh.
-
On Safari (Mac or iOS): Press Command + Option + R or tap the refresh icon in the address bar.
This step will usually solve the issue if the document download is stuck due to a caching problem.
If the hard refresh did not work, you may need to clear your browser's cache. This will remove the old saved version of the document.
How to clear your cache:
- Click on the menu icon in your browser ( or
).
- Go to
Settings and find the
Privacy & Security section.
- Click on
Clear Browsing Data or
Clear Cache.
- Choose
Cached images and files and click
Clear.
Make sure not to clear passwords or saved settings unless you need to.
After you have done a hard refresh or cleared your cache, try to download the document again.
If you still have trouble, contact our
support team for further help.