UPDATES NOT loading

I've only had 4 users (myself included) have this issue. I'm the only one on the NWE, the rest are on classic. I had them follow the steps outlined by the community and it worked permanently (so far) for two of us. The other two have had no success. One of those folks, who is one of my power users, cleared cache/history for all time and restarted her machine -- to no avail. She also checked Safari and Firefox (she defaults to Chrome) -- she even tried Incognito Mode, which also didn't work. This is especially frustrating because I can't repeat the issue. I've logged in as her and Updates show up for me just fine. I logged a ticket ( 00196746) and I was asked to have my user get on a call with support so she can walk through the steps. That's a tough ask when everyone is remote now and working with clients who are in crisis-mode. Kind of at a loss... Brandon Hamm Bravo Group

Hi Brandon, As frustrated as your two users are, they're also in a unique bug-trapped-under-a-glass situation. If you think they're up for it (and provided you screen share with them in support), I'd suggest: have them give you control of their computer remotely using chrome, log in as yourself on their browser and see if Updates show up "as you" (if not, it's their machine/browser) using chrome, lagged in as yourself on their browser, do a Setup > Login As their user and see if Updates show "as them" (if not, it's their machine/browser/user) repeat the above two steps using firefox with their permission, deinstall firefox (if they don't typically use it), then retry the previous two steps (if it doesn't work, it's their machine) if the latter does work, ask them to consider using firefox for now, or -- thinking very carefully before suggesting this -- ask them to consider reinstalling chome if none of the above helps, by relaying the results here (and on your helpdesk ticket), you'll at least be offering some new clues to the Dev team Regards, Doug Doug Den Hoed - AtAppStore

Hi Brandon, I've had multiple users lose their updates, where the cookie/cache clearing fixed them, but I have one user where the cache/cookie clearing did not work. Since we are working remotely, I can't guarantee that she did it properly, but she's done it before so I'm pretty confident she followed the correct steps. When I had her try an Incognito window, it did work, but I will continue to monitor this closely. It's pretty important the updates load now that we are remotely working for the foreseeable future. I do feel like a broken record, though... "Have you tried clearing your cache and cookies? No? Please try it now. You're welcome" Take care! Sheri Sheri Whitten

Thank you very much, @Doug Den Hoed - AtAppStore ! I appreciate the extra info and possible solutions. I'm not sure that I have the capability to control my user's computer to be honest. I'm assuming that I'd have to have an app installed on both my machine and my user's machine, correct? @Sheri Whitten , so good to hear from you! :) I'm in the same boat, I can't guarantee that my user is following the steps exactly. However, I can tell you that they tried an Incognito window and didn't have positive results -- which I know had been the quick/dirty solution for other folks. In other news...my updates had been fine for several weeks, maybe even a month...until moments ago. I don't normally keep 'System Updates' showing, but I needed to check on something so I toggled that on, and it triggered my updates to disappear. Anyone notice something similar in the NWE? Brandon Hamm Bravo Group

My pleasure Brandon, Correct: Zoom, GoToMeeting, WebEx, RDP...lots of options to use (most of which have free trials and web based) to choose from, and a handy skill to have, these days. Regards, Doug Doug Den Hoed - AtAppStore