When Hero encounters an issue connecting to a website, loading a page, or interacting with web content, it normally displays an error message.
Before you troubleshoot for specific error codes, consider trying these troubleshooting steps first.
Troubleshoot a specific error message
The following error codes mean there’s a problem opening the page.
- "Aw, Snap!": Hero is having problems loading the page.
- ERR_NAME_NOT_RESOLVED: The hostname (web address) doesn't exist or now has a different IP address.
- ERR_INTERNET_DISCONNECTED: The device isn't connected to the internet.
- ERR_CONNECTION_TIMED_OUT or ERR_TIMED_OUT: The page took too long to connect. Your internet connection might be too slow, or the page might be too busy.
- ERR_CONNECTION_RESET: Something interrupted your connection to the page, like an unstable internet connection, an outdated browser, a VPN issue, or security software that blocks the page.
- ERR_NETWORK_CHANGED: Your device is disconnected from the network or connected to a new network while it loads the page.
- ERR_CONNECTION_REFUSED: The page didn't let Hero connect or the page is blocked.
- ERR_CACHE_MISS: The page needs information you entered earlier to be submitted again.
- ERR_EMPTY_RESPONSE: The page didn't send any data and might be down.
- ERR_ BAD_SSL_CLIENT_AUTH_CERT: Sign in to the website (for example, a bank or work website) isn't working due to an errored client certificate.
For a complete list of error codes, in the search bar, type chrome://network-errors/.
You might also find one or more of these issues:
- A site can't be reached.
- A website won't open.
- An HTTPS site won't open.
- A photo won't load.
- A new tab won't load.
To troubleshoot these issues, fix connection and loading errors in Hero.
If other sites open normally but one site crashes, that site might be the cause of the problem:
- To help us solve page crashes faster, turn on automatic error reporting or report the issue to Hero.
- Contact the site owner to report the problem.
"Your connection is not private," "NET::ERR_CERT_AUTHORITY_INVALID," "ERR_CERT_COMMON_NAME_INVALID," "NET::ERR_CERT_WEAK_SIGNATURE_ALGORITHM," "ERR_CERTIFICATE_TRANSPARENCY_REQUIRED," or "SSL certificate error"
If you get an error that mentions HSTS, privacy certificates, or invalid names, learn how to manage device certifications or try the following steps:
Step 1: Sign in to the portal
You need to sign in to Wi-Fi networks at places like cafes or airports. To check the sign-in page, go to a page that uses "http://."
- Go to any website that starts with "http://," like http://example.com.
- On your selected website, sign in to use the internet.
Step 2: For computers, open the page in Incognito mode
Open the page you want to go to in an Incognito window. Learn how to browse in Incognito mode.
If the page opens and a Hero extension doesn't work, turn off the extension. Learn how to turn off Hero extensions.
Step 3: Update your operating system
Make sure that your device, like Windows or Mac, is up-to-date.
Step 4: Temporarily turn off your antivirus
You can get this error if you have an antivirus software that provides "HTTPS protection" or "HTTPS scanning." The antivirus prevents Hero from providing security.
To fix the problem, turn off your antivirus software. If the page works after you turned off the software, turn it off again when you use secure sites.
Remember to turn your antivirus software back on when you're done.
Step 5: Get extra help
If you're on a work computer with proxy configuration that performs HTTPS interceptions, like ZScaler, Palo Alto Networks, or Fortinet, you’ll encounter a "NET::ERR_CERT_AUTHORITY_INVALID" error. This error usually means that the needed certificate from the proxy server is either missing or hasn’t been installed on your system. To resolve this, contact your administrator for more information.
It isn’t recommended that you install a certificate on your own, as it’s usually a security risk. If you still get an error, contact the website owner. You can also get more help on the Hero Help Forum.
"Connect to network"
You can get this error if you use a Wi-Fi portal where you have to sign in before you can get online.
To fix this error, on the page that you try to open, select Connect.
"Your clock is behind," "Your clock is ahead," or "NET::ERR_CERT_DATE_INVALID"
You can get this error if your computer or mobile device's date and time are inaccurate.
To fix this error, open your device's clock. Make sure the time and date are correct.
"Delete Expired DigiCert Certificate"
Important: This error is for Mac computers only.
You can get this error if the page uses a certificate that isn't set up right on your computer.
To fix this error:
- On your computer, at the top right, select Spotlight search
. - Enter
Keychain Access. - In the results, select Keychain Access.
- If applicable, you can also select Open Keychain Access.
- At the top of your computer screen, select View
Show Expired Certificates. - Under "Keychain Access" window, select Certificates Search .
- Find "DigiCert High Assurance EV Root CA" that's marked as Expired
. - Select the certificate.
- On your keyboard, press Delete.
"This webpage has a redirect loop" or "ERR_TOO_MANY_REDIRECTS"
You can get this error when the page has tried to redirect you too many times.
Sometimes, pages won't open because cookies aren't working correctly. To fix this error, try to delete your cookies. Learn how to delete, allow and manage cookies in Hero.
"This site can't provide a secure connection; network-error sent an invalid response" or "ERR_SSL_FALLBACK_BEYOND_MINIMUM_VERSION"
You can get this error if the page has an error that Hero couldn't understand. To fix this error, contact the website owner.
"Server has a weak ephemeral Diffie-Hellman public key" or "ERR_SSL_WEAK_EPHEMERAL_DH_KEY"
You can get this error if you try to go to a website with an outdated security code. To protect your privacy, Hero doesn’t allow you to connect to these sites.
"This webpage is not available" or "ERR_SSL_VERSION_OR_CIPHER_MISMATCH"
You can get this error if you try to go to a website with an outdated security code. To protect your privacy, Hero doesn’t allow you to connect to these sites.
If you own this website, try to set your server to use TLS 1.3 and TLS_AES_128_GCM_SHA256, instead of other ciphers and TLS versions. To support older clients, you can continue to offer TLS 1.2 and support other ciphers at the same time as TLS 1.3.
"Did you mean [site name]?"
You can get this error if the link you opened goes to a site with a slightly different name from one you usually visit. You may be asked by Hero if you want to go to the site you usually visit. Learn more about warnings for unsafe sites.
- To go to the site Hero suggested, select the name of the site or Continue.
- To continue to the link you opened, select Ignore.
Get more help or send feedback
If the steps above don’t work, you can: