Troubleshooting Log In Issues - Administrators

This article shows easy to follow, step-by-step instructions for admins experiencing issues logging in to Facilitron on Google Chrome, Mozilla Firefox, or Microsoft Edge. If your organization uses Single Sign On, please refer to our article Troubleshooting for Single Sign On (SSO) Districts : Facilitron Helpdesk.

Clearing Cache and Cookies

Most issues that occur while trying to log in are due to cache issues. Clearing the cache and cookies on your device typically fixes the issue. Find the instructions for your browser listed below, and follow each step presented. We’ll provide instructions for clearing the cache and cookies in Google Chrome (our recommended browser), Mozilla Firefox and Microsoft Edge.

Google Chrome:

Click on the ellipses (3 dots) in the top right corner of your browser window, as shown below.
Select “Delete Browsing Data…”
The following pop-up should appear. Please ensure that “Cookies and other site data” and “Cached images and files” are selected. Press “Delete data” to clear your cache and cookies.
Pause and allow Google a few seconds to fully clear your cache and cookies. After this pause, exit out of your browser completely and start a new session.

Mozilla Firefox:
To clear your cache and cookies on Mozilla Firefox, click the hamburger icon (3 lines) in the top right corner of your browser. Select “Privacy & Security” and then scroll down to the “Cookies and Site Data” section. Press “Clear Data” and select “Everything” from the dropdown shown. Click “Clear” and wait a couple seconds before navigating away from the page. Close your browser, then open it again to start a new session, and try logging in again.

Microsoft Edge:
To clear your cache and cookies on Edge, select the 3 ellipses in the top right corner of the browser. Scroll down and hit “Settings”. This will take you to the Settings section of the browser. Select “Privacy, Search, and Services” from the menu on the left. Scroll down a little until you see “Delete Browsing Data”. Click the button that says “Choose What to Clear” and make sure the “Cookies and other site data” and “Cached images and files” options are selected. Make sure the time range is set to “All Time” and press “Clear Now”. Wait a few seconds before closing out of the browser completely - this will allow time for Edge to properly clear the cache and cookies. Open the browser again and try logging in again.

Enabling Pop-Ups
If you are still unable to log in after clearing your cache and cookies, try enabling pop-ups. We’ll go through how to do this in Chrome, Firefox, and Edge below.

Google Chrome:
Click the ellipses in the top right corner of your browser, and scroll to the bottom of the menu that appears, and click “Settings”.
You will be taken to a new page. Select “Privacy and security” from the menu on the left.
Slowly scroll until you see “Site Settings” and click to open these settings.
Scroll until you see “Pop-Ups and redirects” and click this.
Here, you will be able to customize to allow pop-ups from sites of your choosing.
Click the “Add” button in the section labeled “Allowed to send pop-ups and use redirects” and add Facilitron by typing facilitron.com into the “site” field and hitting “Add”.

Mozilla Firefox:
To allow pop-ups and redirects, click the hamburger icon (3 lines) in the top right corner of your browser. Scroll down and click “Settings”. You will be brought to the general settings page. Click “Privacy & Security” in menu to the left
Click “Privacy and Security” and click the “Exceptions” button to the right of “Block pop-up windows”. Type facilitron.com into the field beneath where it says “Address of website”. Click “Allow” and then “Save Changes” to save the exception.

Microsoft Edge:
To allow pop-ups and redirects from Facilitron, click the ellipses in the top right corner of the browser, scroll down the menu that opens, and click “Settings”. This will take you to your Microsoft Edge profile page. Click “Cookies and Site Permissions” on the right side of the page. Scroll down through the options for site permissions until you see “Pop-Ups and Redirects”. You will see an “Add” button in the “Allow” section. Click “Add” and type facilitron.com as the site you want to allow pop-ups and redirects from. Click “Add” to save.

Deleting Saved Passwords
If you are still unable to log in after clearing cache and cookies and adding Facilitron as an exception in your browser’s pop-up blocker, the next step is to delete saved passwords. If you have an old password saved, it may autofill and give you an error when logging in. You will find instructions below for clearing old passwords for Chrome, Firefox and Edge.

Google Chrome:
To remove a password in Google Chrome, click the ellipses in the top right of your browser. Scroll down just a little to where it says “Passwords and Autofill”. Select “Google Password Manager” from the menu that opens to the left. You will find a passwords page that lists the sites for which Google is storing a password for you. Find Facilitron in this list, and remove the password. You will be able to save a new password later, if you would like to do so.

Mozilla Firefox:
To remove a password In Mozilla Firefox, click the hamburger icon in the top right corner of the browser. Select “Passwords” from the meno. You will be taken to your passwords section in Firefox, and can delete your saved Facilitron password here. After successfully logging back in to Facilitron, you’ll have the option to add it back.

Microsoft Edge:
To remove a password in Microsoft Edge, click the ellipsis in the top right corner of the browser window. Click “Settings”. You will be brought to your profile page. Scroll down until you see “Passwords” and click on this option. Here, you will be able to remove your Facilitron password. You may save a password for Facilitron later, after you have logged back in.

What if Facilitron is Blocked?
If your site has a firewall, it may not permit you to access Facilitron. Please reach out to your IT department and request that they add facilitron.com as a permitted site.

A Few of Us are Struggling to Log In…
If multiple users at a specific site are having issues logging in, please contact your IT Department and ask them to "whitelist" www.facilitron.com *.facilitron.com/ and search.facilitron.com > all subdomains and all paths.
If Facilitron is already whitelisted, please ask IT to remove Facilitron, and then add it back in.

For additional support, you may reach out to Facilitron support at support.facilitron.com or (800) 272-2962.