When troubleshooting issues one tool that can help us work out what's happening is your browser's Developer Console.
Once you've opened the Console, take a screengrab of the entire screen including the Console so we can see what the messages in the Console are referring to.
Here are some instructions on how to do this in some common browsers.
3. Microsoft Internet Explorer
To open the Developer Console in Google Chrome, select the menu (the 3 vertical dots) in the upper right-hand corner of the browser window and select More Tools > Developer Tools.
The console will either open up within your existing Chrome window, or in a new window. You may have to select the Console tab.
You can also open the Console using:
- CTRL + Shift + J in Windows
- or CMD + Shift + J on Mac
To open the Developer Console in Microsoft Edge, open the menu in the upper right-hand corner of the browser window and select More Tools > Developer Tools.
You can also open it by selecting CTRL+ Shift + I.
Microsoft Internet Explorer
Press CTRL+SHIFT+J or F12 to open the Console window.
Select the Console tab if available:
For Internet Explorer, it may be advisable to enable recording of Developer Console messages. To do this go to Tools > Internet Options > Advanced, then in the browser section check Always record Developer Console messages.
To open the Console in Firefox, click on the menu in the upper right-hand corner of the browser and select More Tools > Browser Console.
You can also use the keyboard shortcut Shift + CMD + J or Shift + Ctrl + J.
Once you have the Console window open you should see any error messages that have been recorded: