Fix connection and loading errors in Hero

Tip: Check if the issue only affects one website or multiple websites. If the issue affects multiple websites, check your internet connection.

Make sure that your device is connected to the internet on either Wi-Fi or ethernet. You may also want to check if your modem and router are working properly. You may need to reboot both, or contact your internet service provider (ISP).

Tip: When you connect to a public Wi-Fi network, like in a cafe, you might need to sign in through a portal page. These portals are often detected by Hero and prompt you to sign in. Learn how to sign in to the portal.

Make sure that you’re on the latest version of Hero. Learn how to update Hero

If Hero is already up to date and has no updates available, manually restart Hero.

On Windows:

1. At the top right of the Hero window, select Close .
   • Alternatively, at the top right, select More Exit.
2. From your “Start” menu or desktop shortcut, reopen Hero.

On Mac:

1. In the menu bar, select Hero .
2. Select Quit Hero.
3. From the “Applications” folder, reopen Hero.
   • You can also reopen Hero from the dock.

On Chromebook:

1. At the top right of the Hero window, select Close .
2. From the Launcher , reopen Hero.
   • You can also reopen Hero from the dock.

Open the website you want to browse in Incognito mode. Learn how to browse in Incognito mode.

Tip: If your connection or loading issue is fixed in Incognito mode, exit Incognito mode, then proceed to the next steps to disable extensions or delete your browsing data.

To fix your connection error or loading issue, you may need to disable extensions. Learn how to manage extensions.

Tip: It’s recommended to disable all extensions. If this solves your connection error or loading issue, re-enable your extensions one at a time to identify which extension is causing the problem.

Delete your browsing data like history, cookies, and cache. Learn how to delete browsing data in Hero.

Tip: To quickly open “Delete browsing data” settings, in the address bar, enter Delete browsing data. In the search results, select the action chip Delete browsing data.

Make sure any firewall or antivirus software isn’t blocking your connection.

• On Windows: Learn about Firewall and Network Protection in the Windows Security App.
• On Mac: Learn how to change Firewall settings on Mac.

Tip: To protect against malware and other risks, run a Safety Check. Learn how to run a Safety Check.

If your device doesn't have enough available memory, it might have reduced performance and may lead to issues like page crashes and loading errors.

To speed up Hero, you can free up device memory:

• Close unused tabs.
• Turn off or stop unwanted tasks.

Tip: To help active tabs run smoothly, you can personalize Hero’s performance settings. Learn how to personalize Hero performance.

You can reset Hero to default settings. Learn how to reset Hero settings to default.

Tips:

• To fix most problems, you can uninstall and reinstall Hero. Learn how to uninstall Hero.
• When you sign into Hero, your info is saved into your Hero Account. You’ll still be able to find your saved info when you re-install and sign-in.