Incidents were resolved by addressing browser/OS interactions with WebRTC device access, site permission state, and missing browser components. Restorations observed across tickets included updating browsers to current releases; disabling browser features that suspended or restricted device access (for example Chrome Memory Saver); clearing site permissions and cached device state and removing stale or incorrect permission entries for the Vonage site; and reauthenticating the web client (signing out and signing back in) when permission changes did not immediately take effect. Windows-side checks for audio driver conflicts and exclusive-mode settings were also reviewed. In addition, some cases presented as one-way audio or had a missing WebRTC extension in Chrome; at least one such case was confirmed resolved previously by support but the ticket did not record the specific technical steps. Chrome installation/permission restrictions or enterprise policies were noted as correlating factors when extensions or WebRTC components could not be added.

The problem was traced to browser pop-up/modal blocking and browser-specific rendering quirks. Allowing pop-ups for the affected site or opening the site in a different browser restored the modal/form display and allowed the workflows to proceed. After pop-ups were permitted the Cascade sickness certification form opened normally; switching to Microsoft Edge restored Beck‑Online login in the impacted case.

Incidents were traced to interactions between responsive site layouts or message templates and the effective browser viewport created by zoom level, Windows display scaling, multi‑monitor configurations, or collapsed navigation. Visibility and correct sizing were restored by increasing the available viewport or forcing the page or window to reflow: examples that resolved incidents included reducing browser zoom (one case reduced from 100% to 50% and restored WhatsApp message content), collapsing left‑side navigation, resizing or refreshing the browser window, and adjusting the window so pop‑ups reflowed (for example double‑clicking the Firefox title bar). Where the browser application launched but its window was off‑screen or hidden, restoring or maximizing the window from the taskbar or bringing it to the foreground restored visibility; a notebook restart had also resolved at least one incident. Permanent fixes involved updating web templates and layouts to be more responsive so content fit at default zoom and across display scaling and multi‑monitor setups. Windows display scaling and external monitors were noted as contributing factors in multiple incidents but were not always the root cause.

Investigations repeatedly restored service by returning browsers to a clean or different session state, disabling or removing problematic extensions, or applying device-level fixes; when client-side remediation failed incidents were escalated to application owners or specialist teams. Representative resolutions and observations included: - Short-term recoveries commonly followed hard reloads (Ctrl+Shift+R), opening sites in private/incognito mode, or clearing site cookies, cached web content and full browser history; these recovered access after site updates and cleared login loops and blank pages across ChatGPT/OpenAI, Viva Goals, WhatsApp/Twilio, Jira Service Portal, IU sites and grading platforms. - When cache/credentials resets failed and header/cookie errors occurred (for example “400 Bad Request - Request Header Or Cookie Too Large”), investigators cleared Cached Web Content and site cookies and, when necessary, removed corrupted Firefox profile files under %APPDATA%\Mozilla\Firefox\Profiles\ to restore access. - Links launched from external apps sometimes failed in a particular browser while working in InPrivate/incognito; one case where Teams-opened SharePoint links only worked in Edge InPrivate was resolved by changing the system/default browser and configuring Teams to open links in the alternate browser, which bypassed a mis‑authenticated or corrupted profile. - Browser or profile corruption and persistent rendering defects were addressed by switching browsers (for example to Chrome or Edge); affected users were assisted with syncing or migrating bookmarks and passwords when long-term changes were required. - Problematic extensions/plugins were disabled, reinstalled or removed; a Twilio case recovered after a recently introduced plugin was disabled and a hard reload was performed. - Client-side JavaScript errors and persistent UI widget failures were escalated to application owners; specialists or developers deployed server-side fixes (for example a Twilio End-button defect fix) or cleared stuck/orphaned tasks when client-side resets did not recover functionality. - Embedded video playback at 0:00 and other media failures often recovered after clearing browser data and restarting the browser; one Learn Hub case returned to normal after history/cache clear and restart. - Full-browser or OS hangs and playback issues were associated with GPU/hardware-acceleration and graphics-driver problems; technicians inspected drivers, applied vendor updates (for example via Dell Command Update), installed required codec packages or performed driver rollbacks as required, which resolved at least one Chrome/system hang. - Some telephony/media incidents traced to local hardware/peripherals rather than the webapp; for example a persistent Twilio call mute affecting multiple agents was caused by Jabra headset local-mute behavior. - Several tickets (including site-unreachable or browser-crash reports) recorded no documented root cause or confirmed fix and were escalated to the application owners or auto‑closed pending user response. When client-side session resets, profile repairs or device fixes did not resolve issues, incidents were escalated to service owners or specialist teams for application-side remediation.

Refreshing policy and deployment state restored many missing or non‑launching enterprise browsers: Group Policy refresh (gpupdate), triggering Company Portal → Settings → Synchronisation, or restarting the IntuneManagementExtension service caused apps to reappear in Company Portal. Enterprise apps that prompted for admin/UAC were successfully installed from the corporate Company Portal when the enterprise catalog allowed non‑admin installs; absent apps were recovered by ClientManagement escalations or remote/manual reinstalls when necessary. Links opening in Edge were resolved according to root cause: explicit reassignment of HTTP/HTTPS and related protocol/file associations corrected OS‑level association cases, while changing the Microsoft Teams client’s browser‑preference fixed cases where Teams overrode the OS default; Microsoft support sometimes reported organization policy or terminal‑server environments when the Teams/outlook link‑handling option was not selectable. On macOS the inability to set a default browser was resolved by selecting the default inside the browser’s settings or via System Preferences/System Settings. Chrome homepage/startpage issues on new devices were corrected by updating Chrome’s homepage/start setting to the current intranet URL. Chrome that stopped working after an automatic Windows update was restored by uninstalling and reinstalling Chrome through Company Portal. A subset of users on Chrome 'Priva' experienced near‑daily forced updates; migrating those users to Chrome Enterprise allowed update cadence control and eliminated frequent forced restarts. Transient Chrome startup failures were observed where a background Chrome process persisted but the UI would not open; at least one incident resolved itself without technician intervention after repeated reinstall/restart attempts failed. Extension failures had multiple root causes: missing extensions on RPA VMs were traced to multiple Chrome profiles and only persisted when installed in the wrong profile; some extensions were removed/deprecated/blocked in the browser stores and could not be redeployed; other extension problems were resolved by redeploying the IU Companion (which restored the expected _iuintern cookie) or by manually installing the extension into the active profile and confirming permissions/settings against a working profile. On macOS a Firefox code‑signature crash was resolved by reinstalling Firefox from the official Mozilla DMG, and Firefox search/homepage/new‑tab issues were corrected by updating Default Search Engine and Homepage/new‑tab preferences in Firefox Settings. Jamf‑managed device profiles were observed to enforce Chrome preferences (startup tabs, home button and URLs) across accounts and, in reported cases, support could not release those settings until the profile was changed at the Jamf level; bookmarks or alternate profiles were provided as workarounds. Mobile/proctoring incidents (iPad Guardian Browser / Firefox) frequently required account‑level techsupport access for resolution; support teams without student account access were unable to execute or validate the browser and routed users to the platform’s account support. Several Edge sync incidents were reported with sync‑internals showing key unpack/pack failures ('Pack/Unpack Key Result = Unpack fail'); those cases were logged and investigated but did not have a single consistent remediation recorded in the ticket set.

Incidents were resolved by using a browser that successfully rendered or authenticated the resource (commonly Microsoft Edge or Chrome; in some cases switching to Firefox fixed Chrome-caused problems), installing the required browser when absent (for example Chrome via Company Portal), or correcting application-specific/team URLs (for example opening the correct flex.twilio.com team URL). Clearing cookies and cache fixed Learning Hub and SharePoint redirect problems that landed on iubhfs.sharepoint.com/default.aspx. Twilio Flex issues were restored after users opened the supported team URL and granted browser microphone permissions. Chrome’s built-in PDF viewer errors were bypassed by opening PDFs from Windows Explorer with Acrobat Reader, and similar browser-viewer regressions that removed annotation tools were mitigated by opening the file in Acrobat Reader or a different browser (one ticket documented a scanned-SharePoint PDF losing annotation/font-size controls with no recorded resolution). Email templates and UI differences that appeared only in one browser opened correctly in an alternate browser. When local browser remediation did not apply (for example macOS SelfService+ lacking an Eduroam install button or company-level update restrictions blocking Firefox updates), issues were escalated to device-management/enterprise support or people-products for platform-specific investigation.

Investigators determined that, in this managed macOS environment, Chrome could not be centrally configured to force the Windows-style 'Continue where you left off' behavior. The case was resolved by providing workarounds: users were instructed to use the Cmd+Shift+T shortcut after launching Chrome to reopen the last closed tabs/session, and to enable macOS's option to reopen windows at next login/shutdown to preserve Chrome windows across logins. Signing out of the Google Account was offered as a diagnostic step during triage.

Microsoft confirmed the direct institution-integrated Bing "School" search capability had been discontinued. Support validated the deprecation and provided documented alternative workflows that restored access to institutional documents by using supported organizational search tools integrated with Microsoft 365/Copilot and the institution's internal search resources. Reported sign-in errors were attributed to the removed Bing feature rather than a browser-side fault. In several incidents, users regained expected behavior after applying the latest Microsoft Edge or system update; initial troubleshooting actions recorded in tickets included clearing browser history and restarting the machine, but resolution in those cases was associated with the subsequent update or the alternative documented workflows.

The issue was commonly resolved by restarting the affected laptop. In cases where a restart did not fix rendering, reinstalling the IU/Brand Hub website font/character package via Brand Hub (signed in using the lock icon at the bottom-left of Brand Hub and applying the font/character package) restored correct page rendering and glyph display.