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How to troubleshoot any issues loading our content
How to troubleshoot any issues loading our content

Troubleshooting steps for access issues on our tools and models.

Sandra Sanchez avatar
Written by Sandra Sanchez
Updated over a year ago

The following troubleshooting steps should resolve any issues you are experiencing loading our content:

  1. Clear the full cache in your standard browser
    ​    In Chrome

    1. At the top right, click the 3 dots and click Clear browsing data, or or press Ctrl+Shift+Delete together

    2. Select Time range = All time

    3. Select Cached images and files and Cookies and other site data

    4. Click Clear data

    5. Close all browser tabs

    6. Reopen the browser and launch the Portal again

  2. If step 2 fails try accessing the portal using a new Incognito window

    1. If you are unable to use Incognito mode, please load using a new alternative browser

  3. Check with your IT department if there are any firewall restrictions which are blocking access to key end points - you need access to the Incapsula IP for Portal (my.woodmac.com/identity) as follows: 45.60.31.15

    1. If you are having access issue with Lens, please ensure this allowlist of end points is not being blocked

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