Multiverse platforms require a modern browser and an unrestricted network connection to operate correctly. If a page is not loading, appears blank, or behaves unexpectedly, follow the steps below in order.
To run an immediate connection diagnostic, visit https://check.multiverse.io/. This tool checks whether your network or device is blocking access to Multiverse and can help you identify the issue before contacting IT.
Step 1: Update Your Browser to the Latest Version
An outdated browser is one of the most common causes of Multiverse access issues. Always use the latest available version of a supported browser.
The following browsers are supported:
Browser | Supported Platforms |
Google Chrome | Windows, macOS, Android |
Mozilla Firefox | Windows, macOS |
Microsoft Edge | Windows, macOS |
Apple Safari | macOS, iOS |
Opera | Windows, macOS |
To update your browser, search online for "[browser name] how to update" for step-by-step instructions.
Step 2: Clear Your Browser Cache and Cookies
Stored cache data and cookies can cause Multiverse pages to display incorrectly or fail to load. Follow these steps to reset your browser session.
Log out of the Multiverse platform.
Clear your browser's cache and cookies.
Log back in to the platform.
Note: Clearing both the cache and cookies is necessary. The cache stores page data. Cookies store session tokens, and stale session tokens can prevent the platform from loading correctly.
To clear cache and cookies, search online for "[browser name] clear cache and cookies" for instructions specific to your browser.
Step 3: Disable Browser Extensions
Some browser extensions prevent Multiverse from loading correctly. Ad blockers, VPN extensions, and browser-level firewalls are the most common causes of this type of conflict.
Open your browser's extensions or add-ons manager.
Disable all active extensions temporarily.
Reload the Multiverse page.
If the page loads correctly, re-enable extensions one at a time to identify which extension is causing the conflict.
Remove or permanently disable any extension that is not approved by your IT team.
Step 4: Check Your Network and Firewall Settings
Corporate network settings or employer firewalls sometimes block access to Multiverse. If the issue only occurs on a work device or work network, a network restriction is the likely cause.
Test on a different device or network (for example, a personal device, home Wi-Fi, or mobile hotspot) to confirm whether the issue is network-related.
If Multiverse loads correctly on an alternative network, contact your IT team and ask them to add Multiverse URLs to their allow list.
Use https://check.multiverse.io/ to generate a diagnostic report. Share this report with your IT team to help them identify and unblock the affected URLs.
Specific Error Messages and What They Mean
The table below explains the most common error messages the Apprentice may encounter when accessing Multiverse platforms, and the steps to resolve each one.
Error message | What it means | What to do |
Not Authorised | The session has expired or the browser is holding a stale token. | Log out and log back in. If the error persists, clear the browser cache and cookies (Step 2) and try an incognito window. |
Server IP Can't Be Found | The device cannot reach the Multiverse servers. This is most commonly caused by a corporate network restriction or firewall. | Restart the device after clearing cache and cookies. If the issue continues on a work device or network, contact the IT team and ask them to whitelist Multiverse. Use https://check.multiverse.io/ to generate a diagnostic report to share with IT. |
Access Token Has Expired | The login session token has timed out. | Log out and log back in. If extensions are active, disable them temporarily (Step 3) and try again on a different device to rule out a device-specific issue. |
Locked out after too many login attempts | The system has applied a temporary security block after repeated incorrect password entries. | Wait 30 minutes before trying again. To avoid waiting, reset the password immediately using the Forgot your password? option on the login page. See the article "I can't log in or reset my password" for full steps. |
Frequently Asked Questions
Questions | Answers |
Question: Why is my Multiverse page blank or not loading? | Answer: A blank or unresponsive Multiverse page is most commonly caused by an outdated browser, a conflicting browser extension, or a network restriction applied by your employer. Follow the steps in this article in order to identify and resolve the issue. |
Question: Which browsers does Multiverse support? | Answer: Multiverse supports the latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge, Apple Safari, and Opera. Always use the latest available version of your browser to avoid compatibility issues. |
Question: How do I check whether my network is blocking Multiverse? | Answer: Visit https://check.multiverse.io/ to run a connection check. If the check identifies a blocked URL, share the results with your IT team and ask them to add the relevant Multiverse URLs to their allow list. |
Question: I have followed all the steps and Multiverse still does not work. What do I do next? | Answer: Contact the Multiverse Support Team. Before reaching out, note the exact error message displayed and capture a screenshot or short screen recording. This helps the Support Team diagnose the issue more quickly. |
Question: I am seeing a specific error message. Where can I find out what it means?
| Answer: The "Specific Error Messages" section of this article maps the most common error messages to their causes and fixes. If the error message is not listed, contact the Multiverse Support Team with a screenshot of the message. |