Common Troubleshooting Issues

If you are having trouble accessing the ARMS platform, there are some steps outlined below to troubleshoot some common issues.

Platform Login URL

Check to ensure you are using the correct URL provided to you to access the ARMS platform.

Clearing the Internet Cache

Your internet cache contains content from a website that is stored on your computer device during a browser session to help the browser perform faster the next time you visit that page. Clearing your browser's cache and temporary internet files regularly helps your computer or device run optimally and also help fix certain problems like a website loading slowly, or formatting issues on a web page.

To clear your internet cache, see the steps below:

• Google Chrome – Ctl+Shft+Del will bring up the “Clear browsing data” settings page. Ensure the “Cookies and Cached images and files” boxes are checked and click on “Clear data”.
• Microsoft Edge – Ctl+Shft+Del will bring up the “Clear browsing data” settings page. Ensure the “Cookies and Cached images and files” boxes are checked and click on “Clear data”.
• Safari – Complete these steps:
  • Select Safari -> Preferences....
  • Click the Privacy tab and select Manage Website Data....
  • To remove all website data from Safari, click Remove All.
• Firefox – Complete these steps:
  • Click the menu button Button and select Settings.
  • Select the Privacy & Security panel.
  • In the Cookies and Site Data section, click Clear Data….
  • Remove the check mark in front of Cookies and Site Data.
  • With Cached Web Content check marked, click the Clear button.
  • Close the Settings page. Any changes you've made will automatically be saved.

Load Page in Incognito Mode

Incognito mode is a browsing feature that allows you to surf the web without a record of your search history, cookies, or other temporary data saved on your device, making your session invisible. It also removes any browser extensions you currently have installed. This can aid in troubleshooting issues with accessing the ARMS platforms.

To Open a browser in incognito mode, see the steps below:

• Google Chrome – Ctl+Shft+N
• Microsoft Edge – Open the Edge Menu in the upper-right-hand corner of the browser window. Select New InPrivate window.
• Safari – Cmd+Shft+N
• Firefox – Shft+Ctl+P

Attempt to Connect to a Different Internet Connection

There may be times where the internet connection you are using is configured in a manner that prevents certain functions from operating correctly. In order to discern if the internet connection is contributing to the issue, you can attempt the following troubleshooting steps.

• If you are connected via wi-fi, disconnect and try a different network and/or connect to a local area network (LAN) via an ethernet cable.
• If connecting via a mobile device, disconnect from any wiifi networks and attempt to use your device's data connection.

Other Troubleshooting Steps:

• Connect using a different device or computer.
• Reboot your computer or device.

If you have attempted all of the above steps and are still experiencing an issue, please do not hesitate to reach out to us by email at support@athleterms.com. Please include the details of your issue and one of our team members will assist you.