Some of the most common issues users have with the CMS can be resolved with the following troubleshooting techniques. If you're experiencing issues with specific components, please refer to our list of known issues.

Don't forget to connect to the VPN before accessing the CMS while working remotely.

On this page:

Verify Your Browser Settings

Make Sure Firefox is Updated

  • Before contacting the IT Service Desk, always check your browser first. Currently, Mozilla Firefox is the only supported browser for content creation in the CMS.
  • For optimal viewing of the CMS interface, use a screen resolution of 1024 x 768 or higher and the most recent version of Firefox.
  • If your system does not allow for 1024 x 768 resolution, 800 x 600 will still allow you to view the full width of the page.
  • Download Firefox

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Clear Your Browser Cache

  1. Log out of the CMS
  2. Go to History in dropdown menu
  3. Select "Clear Recent History..."
  4. Check "Cache" from details
    1. Make sure time range is set to "Everything"
  5. Click Clear Now
  6. Quit Firefox
  7. Reopen Firefox
  8. Log in to the CMS

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Tutorial screenshot: Clearing your cache in Firefox

To clear your cache in Firefox, navigate to "History" in the menu bar and select "Clear Recent History..."

Tutorial screenshot: Clearing your cache in Firefox

From the "Clear Recent History" menu options, set the time range to "Everything," check the option for "Cache," and then click "Clear Now."

Disable Your Pop-up Blocker

If you have your Firefox browser set to disable all pop-ups then dialogue windows needed to interact with the CMS authoring environment will not be able to appear on your screen. Follow these steps to disable your pop-up blocker in Firefox.

  1. Go to Firefox in the menu bar
  2. Select "Preferences" from the list of menu options
  3. Click the tab for "Content"
  4. Uncheck the box for "Block pop-up windows"
Tutorial screenshot: Disable pop-up blocked in Firefox

To disable your pop-up blocker in Firefox, navigate to the "Preferences..." option under the "Firefox" option in the menu bar.

Tutorial screenshot: Disable pop-up blocked in Firefox

Click the tab for "Content" and uncheck the box for "Block pop-up windows."

Refresh Firefox

Sometimes the solutions listed above aren't enough to overcome issues you may be having with your browser. In these situations, try refreshing Firefox.

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Check Your Plugins

Our authoring environment utilizes Adobe Flash, so make sure you're using the latest version so you don't experience any issues when creating and updating your content. It also doesn't hurt to check any other plugins your browser may utilize for other programs or sites.

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Common Issues

If you're experiencing an issue other users have had in the past, try resolving it with the steps listed below before reaching out to the IT Service Desk for support. For component related troubleshooting, check our list of known issues.

When I try to log in I only see a white page and nothing is loading

  • This will occur if you are off of the NYU Network, you will need to follow these instructions to access the CMS through VPN.

My content does not appear correctly in the CMS

  • Refresh the page within the CMS, and then refresh the browser.
  • Some processes take a while to display properly, so be patient and do not over-click.
  • Is the content in a show/hide display? You may have to click a plus icon to see everything.

My content does not appear on the live website

  • Remember to activate the page. Nothing will appear online until you publish it, by Activating.

Phantom objects follow my cursor

  • Refresh your browser window.

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