Web Browser - Troubleshooting Tips for Mobile Devices

Summary

The follow sections detail common troubleshooting topics for Chrome, Edge, Firefox, and Safari mobile web browsers.

Allow Pop-up Windows

Many KU web services use pop-up windows to display information. Depending on the service or the browser, you may have to allow for pop-ups in order for the information to come up. Common KU services that use pop-ups include Enroll & Pay, HR/Pay, myKU, MyTalent, and the Student Housing app. To allow pop-ups for the KU domain in your browser, choose the appropriate article below.

Chrome

Chrome (Android):

On your Android phone or tablet, open the Chrome app.
To the right of the address bar, tap More Settings.
Tap Permissions Pop-ups and redirects.
Turn off Pop-ups and redirects.

Chrome (iOS):

On your iPhone or iPad, open the Chrome app.
Tap More Settings .
Tap Content Settings Block Pop-ups.
Turn Block Pop-ups off.

Firefox

Firefox (Android):

There are no Pop-up Blocker Options in Firefox for Android.

Firefox (iOS):

Tap the button in the top right corner. It should have a number in it (most likely a 1). That will bring up a display of your open tabs.
Then click on the gear icon in the top left corner.
Tap on the switch beside Block Pop-up Windows.

Safari

Go to Settings > Safari.
Turn off Block Pop-ups.

Clear Cache & Cookies

At times, cached files can cause errors on websites, including log-in issues and display problems. As a first step in resolving most website issues, KU IT recommends clearing the browser cache and cookies to see if that's the cause of the problem.

Chrome

Chrome (Android):

In the Google Chrome app, open Settings.
Select History.
Select Clear Browsing Data.
In this section:
- Set time range to All Time.
- Select Cookies and Site Data.
- Select Cached Images and Files.
Confirm your selections.

Chrome (iOS):

Open the Chrome app.
Click on the Menu icon.
Select History.
Select Clear Browsing Data.
In this section:
- Set Time Range to All Time.
- Select Cached Images and Files.
- Select Cookies, Site Data.
Tap Clear Browsing Data.

Firefox

Firefox (Android):

Click the menu icon to open up the Firefox settings menu.
Select Clear Private Data.
In the popup window
- Select Cookies & Active Logins.
- Select Cache.
- Confirm your selection.

Firefox (iOS):

Tap the menu button at the bottom of the screen (menu will be in the top right is using an iPad)
Select History.
Click the trash icon in the bottom left corner.
Choose Everything from the timeframes to clear.

Safari

Safari (iOS):

Open the Settings app.
Select Apps.
Select Safari.
Select Clear History and Website Data.
Select All History and click Clear History.

Enable Third-Party Cookies

Systems such as Canvas and Microsoft Integration with OneDrive require you to allow Third-party Cookies. To enable third-party cookies in your browser, choose the appropriate method below.

Chrome

Chrome (Android):

On your Android device, open Chrome.
At the top right, tap More Settings.
Tap Site settings Third-party cookies.
Select an option:
- Allow third-party cookies.
- Block third-party cookies in Incognito.
- Block third-party cookies.
  - If you block third-party cookies, all third-party cookies from other sites are blocked unless the site is allowed on your exceptions list.

Chrome (iOS):

Open Settings.
Select Chrome, or swipe down to use the search field.
Enable the Allow Cross-Website Tracking slider.

Firefox

Firefox (Android):

Tap the menu button.
Tap Settings.
Under Privacy and Security, tap Enhanced Tracking Protection.
Tap the toggle to turn it off.

Firefox (iOS):

Tap the menu button at the bottom of the screen (the menu will be at the top right if using an iPad).
Tap Settings.
Tap Tracking Protection.
Tap the toggle next to Enhance Tracking Protection to turn it off.

Safari

Safari (iOS):

Open Settings app.
Select Safari.
Under Security & Privacy, disable both Block All Cookies and Prevent Cross-Site Tracking.

Open a Private Browsing Window

There are times when it is necessary to open a private browsing window, either to circumvent logged in accounts (without having to log out of them) or to prevent a website from accessing the browser cache. Check your browser below for instructions on how to open a private browsing window; there are typically two ways to do so.

Chrome

Chrome (Android):

On your Android phone or tablet, open Chrome.
To the right of the address bar, tap More New Incognito tab.
A new window appears. In the top left, check for the Incognito icon .

Chrome (iOS):

On your iPhone or iPad, open Chrome.
Tap More New Incognito Tab . A new Incognito tab opens.

Firefox

Firefox (Android):

On the Firefox home screen, tap the mask button at the top of the screen to switch to Private Browsing.
On the Private Browsing home screen, enter your search or website address in the address bar.

Tap the numeric icon next to the address bar
Tap the mask icon to view private tabs.
Tap the + PRIVATE button to open a new tab in your private browsing session.

Firefox (iOS):

Tap the tab icon at the bottom of the screen.
Tap the mask button at the top center of the screen.

Safari

Safari (iOS):

Go to the Safari app on your iPhone.
Tap .
Swipe right on the tab bar at the bottom of the screen until Private Browsing opens, then tap Unlock.

To exit Private Browsing, tap , then swipe left to open a Tab Group from the menu at the bottom of your screen. The websites you have open in Private Browsing stay open, and Private Browsing locks.

Viewing Saved Credentials

If you are able to access an account with a saved credential, but unable to log in with a typed password, you may be able to confirm the password you're typing against the saved credential on your device. To view the saved credentials, follow the instructions detailed below.

Note: A saved credential is not always or necessarily a correct one, and viewing it is no guarantee of access to an account.

Chrome

Chrome (Android):

On your Android phone or tablet, open Chrome.
To the right of the address bar, tap More
Click Password Manager.
A new window appears. In the top left, check for the Incognito icon .

Chrome (iOS):

On your iPhone or tablet, open Chrome.
To the right of the address bar, tap More .
Password Manager. You will be prompted ot enter your device PIN or Pattern to continue.
Locate the credentials you want to view
Click the eye icon to view it.

Firefox

Android:

Tap the menu button.
Select Passwords (you may need to unlock your device to view saved login data).
Tap on the login on the list to view.

iOS:

Tap the menu button at the bottom of the screen (the menu will be at the top right if you're using an iPad).
Tap Settings.
Select Passwords.
Under Saved Passwords selec the name of the website.
Tap Edit in the top right corner to reveal the stored password.

Safari

iOS (iPhone/ iPad):

Open the Settings app.
Navigate to Passwords. Older versions of iOS will have a section called Passwords & Accounts.
Choose Website & App Passwords.
Select the password you want to view. You will be prompted to enter your PIN or biometric lock to view the credentials.

Article Changelog

4/15/2026

All article alt-text updated and article content reorganized into section headers.

1/24/2026

Article updated to basic visual standard.

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Web Browser - Troubleshooting Tips for Mobile Devices

Summary

Allow Pop-up Windows

Chrome

Firefox

Safari

Clear Cache & Cookies

Chrome

Firefox

Safari

Enable Third-Party Cookies

Chrome

Firefox

Safari

Open a Private Browsing Window

Chrome

Firefox

Safari

Viewing Saved Credentials

Chrome

Firefox

Safari

Article Changelog

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