Frequently asked questions

My application isn’t displaying the latest saved information

If you find that the information relating to your applications appears incorrect your computer may be recalling or ‘caching’ earlier versions of those pages.

Some of the problems that can result from this caching issue include:

  • Information you have entered on your form is not displaying
  • Forms section displays as ‘Incomplete’ even when it has been completed
  • Documentation you have added is not displaying on the Supporting Docs screen
  • My Applications list is not showing an accurate list of your applications
  • You receive a 'Not Ready' message when trying to submit the application, even though all sections are 'complete'

If you are affected by any of these issues, you should delete your cache and temporary internet files. Read the instructions below to find out how to do this on a range of web browsers.

If you are using a Windows PC, the quickest way to ensure you are seeing the most up-to-date information is by pressing CTRL+F5. Otherwise, please follow the instructions below:

To delete the temporary internet files and ensure pages are refreshed every time when called up:

Internet Explorer 6

  1. Click 'Tools' then 'Internet Options'
  2. On the 'General' tab, in the 'Temporary Internet Files' section, click the 'Delete Files' button.
  3. Select 'Delete Cookies'
  4. Click 'Close'
  5. Close and reopen the browser.

Internet Explorer 7

  1. Click ‘Tools’ then ‘Delete Browsing History’
  2. In the ‘Temporary Internet Files’ section, click on ‘Delete Files’ and select ‘Yes’
  3. In the ‘Cookies’ section, click on ‘Delete Cookies’ and select ‘Yes’
  4. Click ‘Close’
  5. Close and reopen the browser.

Internet Explorer 8/9

  1. Click 'Safety', then 'Delete browsing history'
  2. In the 'Delete browsing history' menu make sure 'Preserve Favourites website data' is NOT checked.
  3. Check 'Temporary Internet files', 'Cookies' and 'Form data' (the other fields can be checked /unchecked as you wish)
  4. Click 'Delete'
  5. Once the confirmation box is displayed, close it, then close and reopen the browser.

Safari

  1. Open Safari.
  2. Select ‘Empty Cache’
  3. Click ‘Empty’ on the ‘Are you sure?’ message
  4. Select ‘Preferences’ then the ‘Security’ tab, ‘Show Cookies’. ‘Remove All’

Firefox

  1. Click on ‘Tools’ (on Windows, you may have to click 'Alt' to reveal this option) and select ‘Clear recent history’
  2. Select 'Everything' from the 'Time range to clear' dropdown
  3. Open the 'Details' section and ensure the following items are checked (the other fields can be checked /unchecked as you wish):
    • Browsing and Download History
    • Form and Search History
    • Cookies
    • Cache
    • Active Logins
    • Offline Website Data
  4. Click on the ‘Clear Now’ link
  5. Once the box disappears, close and reopen the browser.

Chrome

  1. Click on the Settings icon (a spanner on Macs, three horizontal lines on Windows) and select 'Histroy'
  2. Click on 'Clear all browsing data'.
  3. Select 'the beginning of time' from the 'Obliterate the following items' dropdown
  4. Ensure the following items are checked (the other fields can be checked /unchecked as you wish):
    • Clear browsing history
    • Empty the cache
    • Delete cookies and other site and plug-in data
  5. Click 'Clear browsing data'
  6. Once the box disappears, close and reopen the browser.

Note: If you do not have access to amend the settings as above, you may need to contact your IT department to request that your cache is cleared.