If you’re having trouble accessing Sana or if something suddenly stops working (pages not loading, buttons not responding, error messages, etc.), you can often fix the issue yourself in a few minutes.
This article walks you through simple steps to try before contacting your internal IT team or Sana support.
1. Test your network connection
First, confirm that your internet connection by trying the following:
Open another website in the same browser.
If other sites are loading, switch to another network (e.g., from office Wi‑Fi to mobile hotspot or home Wi‑Fi) and try accessing Sana.
If you’re on a corporate VPN, try disconnecting and reconnecting, or testing access without the VPN (if allowed by your company’s policies).
If other sites also fail to load or are very slow, it’s likely a general network issue.
2. Clear your browser cache and cookies
Old or corrupted cached data can cause issues with logging in or loading content.
To clear cache and cookies:
Open your browser settings (usually under “Settings” or “Preferences”).
Look for “Privacy & Security” or “Clear browsing data.”
Select:
Cached images and files
Cookies and other site data
Choose a time range (e.g., “Last 7 days” or “All time”).
Confirm and then close the settings.
After clearing cache and cookies, close the browser completely and then log back into Sana.
3. Restart your browser
A simple browser restart can resolve temporary glitches.
Close all tabs and windows of your browser.
Make sure the browser is fully closed (check your task bar or activity monitor to confirm it’s not still running in the background).
Open the browser again and try accessing Sana.
If possible, try using the latest version of a supported browser (for example, the most recent Chrome, Edge, Safari, or Firefox).
4. Test from another device or browser
Testing from another device or browser helps isolate the issue.
Try one or more of the following:
Use another browser on the same device (e.g., if you’re using Chrome, try Edge or Firefox).
Use Sana on a different device (e.g., another laptop or a tablet).
If it works on another device or browser, the problem is likely related to your original browser setup (cache, cookies, extensions, or settings).
5. Disable browser plug‑ins or extensions
Some extensions (e.g., ad blockers, script blockers, privacy tools) can interfere with Sana.
To rule this out:
Open your browser’s extensions/add‑ons page.
Temporarily disable any extensions that:
Block ads or trackers
Modify page content or scripts
Inject overlays or productivity tools
Refresh Sana and test again.
If Sana works with extensions disabled, re‑enable them one by one to identify which one is causing the problem. You can then keep that extension disabled when using Sana or add an exception if the extension allows it.
When to contact your IT team or support
If you’ve tried all the steps above and you’re still blocked:
Take a screenshot of any error message.
Note:
What you were trying to do (e.g., link to a course, join a live session, search, etc.)
Which browser and device you’re using
Then contact your IT Team or Sana support.