What to do if BrainHQ won't load on your computer

Often when there is a problem loading a webpage, there are a few things that may fix it.

1. Reload the page. The reload button often looks like an arrow circling back in on itself and can be found near the URL or address bar.
2. Force your browser to request a new copy of the webpage rather than using the old one your browser may have saved. Choose your Operating System and Browser from the list below.
   

   Windows

   -Chrome: Hold down Ctrl and Shift and then press "R"
   -Firefox: Hold down Ctrl and press F5
   -Edge: Hold down Ctrl and press F5

   Mac
   (Command, CMD and the Apple Button are the same button)

   -Chrome: Hold down Command and Shift and then press "R"
   -Firefox: Hold down Command and Shift and then press "R"
   -Safari: Hold down Option button and click on the Refresh icon in the window, at the top right side of white address bar. It looks like an arrow curling around on itself. This might not work, Safari doesn't always follow this command, so you may wish to try to clear your cache.

3. Check your internet speed. Please go to http://www.speedtest.net/ and click on the green button that says "Begin Test." When the test finishes, it should display your Download Speed with a number measured in Mbps. This is the speed at which the program connects to your computer. It should be above 1.0 Mbps.
4. Set your Anti Virus Software permissions. If you have antivirus software, make sure permissions are set in antivirus software/firewall to allow the program to access the internet. This program is an online game and may be blocked by security software, such as firewall or anti-virus software. To keep it from being blocked, make sure it is on the “trusted” or “safe” list of online sites in your security software, and not on the "Blocked" list. Unfortunately, there are too many security software programs for us to keep track them all, so please refer to your security software’s help or support pages to unblock BrainHQ.
5. Clear your internet cache and cookies. If you do not know how, please reference the correct instructions for your browser from the list below:
   • Microsoft Edge for Windows
     
     1. Select Settings and more > Settings > Privacy, search, and services
     2. Under Delete browsing data > Clear browsing data now, select Choose what to clear
     3. Under Time range, choose a time range from the drop-down menu ("All time" is the most thorough)
     4. Select "Cookies and other site data" and "Cached images and files"
     5. Select Clear now

   • Mozilla Firefox

     1. On your computer, open Firefox
     2. Click the menu button at the top right corner
     3. Click "History"
     4. Click "Clear Recent History"
     5. Select a time frame ("Everything" is the most thorough)
     6. Check the box in front of Cookies and Site Data and Temporary Cached Files and Pages.
     7. With both boxes check marked, click the Clear button
     8. Restart Firefox

   • Google Chrome

     1. On your computer, open Chrome
     2. At the top right, click the menu button (three vertical dots) at the top right corner
     3. Click Delete Browsing Data
     4. At the top of the box that appears, choose a time range ("All Time" is the most thorough)
     5. Next to "Cookies and other site data" and "Cached images and files," check the boxes
     6. Click Clear data
     7. Restart Chrome

   • Safari for Mac

     1. Open the Safari app on your Mac
     2. In the menu bar at the top of the screen, click "History"
     3. Click "Clear History"
     4. Choose how far back you want your browsing history cleared ("All History" is the most thorough)
     5. Click "Clear History"