Internet browser or web page troubleshooting

If you're connected to the internet but your browser acts like it's not, try these tricks below.

 

 

If you need help with steps on your device, visit the Devices page, select your device, and look under Help Topics for the steps

 

Web pages don't show images, or have security or certificate errors

  1. Test loading the web page on a computer. If it fails, the website has general issues. Stop troubleshooting here, and contact the website owner.
  2. Check if the website uses Adobe Flash. Mobile devices do not support Flash and cannot display any elements that use it.
  3. Use the web browser that came with the device, not a downloaded browser.
  4. Check that cookies are enabled in the web browser settings.
  5. Clear your browser cache, cookies, and history.
  6. In device settings, clear the Browser app cache and data.
  7. Uninstall all apps you downloaded around the time the problem started.
  8. Update the time and date on the device, and enable auto-update.
  9. Restart the device.
  10. For Android devices:
    • Turn on 'Enable JavaScript' setting.
    • Reset the web browser to default settings.
  11. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings).

 

 

Specific web page doesn't load

  1. Check if you see any Web Guard errors or messages. T-Mobile allows you to enable Web Guard to filter web sites that may have inappropriate content, and it must be disabled to access them.
  2. Test loading the web page from a computer. If it fails, the website has general issues. Stop troubleshooting here, and contact the website owner.
  3. Check if the website uses Adobe Flash. Mobile devices do not support Flash and cannot display any elements that use it.
  4. Turn off Wi-Fi to ensure you're using T-Mobile network data.
  5. Use the web browser that came with the device, not a downloaded browser.
  6. Check that cookies are enabled in the web browser settings.
  7. Clear your browser cache, cookies, and history.
  8. Restart the device.
  9. For Android devices:
    • Turn on 'Enable JavaScript' setting.
    • Turn off 'Block Pop Ups' setting.
    • Turn on 'Desktop Mode' setting to test.
    • Reset the web browser to default settings.
    • Google Safe search messages: If you are seeing a message like this, check out Safe search not working correctly on an Android device.
  10. For Apple iPhone, reset network settings. (Settings > General > Reset > Reset Network Settings).

 

 

Related pages

No Internet (phone or tablet) troubleshooting

Slow Internet troubleshooting