Related help
Pop-Ups & Redirects
Continue with the related BACKON guide for the next part of the troubleshooting path.
Read guide →Quick answer: First determine whether the internet works in another browser or app. That single check helps separate a browser problem from a wider network outage.
Work out whether the problem is the browser or the internet
Try opening a known website in another browser or another device on the same network. If every device is offline, focus on the network. If only one browser fails, the troubleshooting path is much narrower.
Common browser-side causes
- A problematic extension or add-on.
- Corrupted cache or profile data.
- An outdated browser version.
- Security software blocking a site or process.
- Too many tabs or high memory use.
- A proxy, VPN or DNS configuration problem.
- A site-specific outage or certificate problem.
Safe first steps
- Restart the browser and then the computer.
- Check for a browser update from its built-in update menu.
- Try a private/incognito window to test extensions and cached state.
- Temporarily disable only extensions you recognize and can re-enable.
- Do not bypass certificate warnings on banking, payment or account-login sites.
When remote support can help
A remote session can be useful for extension conflicts, browser settings, profiles, default-browser issues, proxy/VPN configuration and system-level network checks. You should keep passwords and one-time codes private and type them yourself if a website needs sign-in.
If the browser is redirecting to strange sites
Unexpected search-engine changes, pop-ups and redirects deserve a different security-focused review. Do not enter passwords into pages you did not intentionally open. See our guide on browser pop-ups and redirects.
Frequently asked questions
Can you help with Chrome or Microsoft Edge?
Yes, many everyday configuration and browser problems can be reviewed independently, subject to the issue and device.
Should I clear all browser data?
Not automatically. Clearing everything can sign you out and remove useful local data. Start with the smallest appropriate change.
What if only one website will not load?
The website itself may be unavailable or blocking a particular browser/network. Test another site before changing your computer.
Support boundary: BACKON provides independent third-party remote technical support. We do not claim to be the manufacturer or official support provider for third-party products unless a specific authorization is expressly stated. Physical hardware faults and provider-controlled account or network issues may require the relevant manufacturer, ISP, account provider or local repair service.
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Related BACKON guides
Still stuck after the basic checks?
Describe what is happening, what device you are using and what you have already tried. We review the request before recommending paid remote support.