versaSRS Knowledge Base

Symptoms

After updating or when opening versaSRS, the application has one of the following issues:

Browser cannot remember certain user preference settings.

For example, the tutorial screen populates on log in even though it is disabled.

One of the view panes can not be displayed.

For example, the main pane shows at the bottom of the screen, as a result most of the Cases can not be viewed.

There is an error message upon loading versaSRS

Error message reads similar to: Unexpected character encountered while parsing value: C. Path ", line 0, position 0.

Resolution

Removing versaSRS cookies can resolve the settings issue, the browser may store more than one versaSRS cookie, the easiest way to resolve this issue is to delete all versaSRS cookies stored within your browser.

Removing versaSRS cookies

Google Chrome / Microsoft Edge

Run versaSRS in browser
Select the padlock icon or the option to the left of the URL bar
Select Cookies from the menu that appears
Select the website/s listed here and click the Remove button, you will need to repeat this step for each listing if there is more than one
Select Done and reload versaSRS using F5

Firefox

Run versaSRS in browser
Select F12 to enter Dev Tools menu
Select Storage tab (top of window)
Select Cookies from the left menu
Locate the website versaSRS is loaded from
Right click on the versaSRSCookie and delete
Reload versaSRS

Internet Explorer

NOTE: If you are still using Internet Explorer we recommend switching to an alternative browser as Microsoft have announced they will retire this browser on June 15th 2022.

Tools > Internet Options > General tab > Settings > View Files > type 'cookie' in the Search bar > locate the versaSRS cookie (e.g. cookie:user.name@versaSRSdomain.com/ ) > delete

Removing all browser cookies

NOTE: All browsers site settings will be removed if you remove all browser cookies.

Google Chrome / Microsoft Edge / Firefox

Settings > Privacy and Security > Clear browsing data > Tick 'Cookies and site data' > Select Clear data button

NOTE: If there is a 'Time Range' option ensure this is set to All Time

Alternatively, select Ctrl + Shift + Del keys to populate the Clear browsing data screen, tick Cookies and site data and select Clear data button.

Internet Explorer

NOTE: If you are still using Internet Explorer we recommend switching to an alternative browser as Microsoft have announced they will retire this browser on June 15th 2022

Cog icon for settings > Safety > Delete browsing history > Select the Cookies and website data check box > Delete

Confirm Cookies Reset

After removing cookies, please ensure that the format of the cookies matches one of the below pictures:

Google Chrome / Microsoft Edge

Select F12 when loading versaSRS > Application tab (top of window) > select Cookies from the left menu > select the versaSRS domain

Firefox

Select F12 when loading versaSRS > Storage tab (top of window) > select Cookies from the left menu > select the versaSRS domain

Internet Explorer

Select F12 when loading versaSRS > Network tab (top of window) > select main.aspx from the left menu > select Cookies tab on the right > the versaSRS Cookie details show under the Request Cookies area