ctcLink Troubleshooting

General Troubleshooting

Having trouble logging in? Getting any error messages? Try these steps in this order to resolve your problems:

  1. If you haven't set up your ctcLink account yet, activate your account
    • If you need help logging in or finding the login page, click here
  2. If you're following along with any of our tutorials and the ctcLink pages you're seeing don't match the screenshots in the tutorials, you may be seeing the "alternate" version of ctcLink. Follow these steps to get back to the main ctcLink interface:

    If you're seeing a page that looks like either this:
    alternate ctcLink system homepage

    or this:
    alternate ctcLink interface subpage
    That means that you've landed in the alternate interface of ctcLink.
    It is best to navigate back to the main ctcLink interface, unless you are seeing this interface while following a tutorial that took you here intentionally. There are only a few instances where we will be using this interface, and it's preferred that you return to the main interface.

  3. The ctcLink system works best when only using it in one browser window. If you have multiple tabs open in a single window, that is fine; but if you're recieving errors and have multiple windows open, try closing all but one.
  4. A known problem with ctcLink is that it has issues with the Google Chrome browser. If you are using a Chromebook and only have access to Google Chrome, you can skip to Step 4. If you're not using a Chromebook, you may want to consider other browser options:
    1. Windows 
    2. MacOS
    3. Chromebook
  5. Some problems with ctcLink are related to cookies.
    We would suggest first trying to clear your cookies for ctcLink. Don't worry, this method won't delete all of your cookies. It will only delete the cookies for the ctcLink website.

    1. Navigate to https://myaccount.ctclink.us
    2. To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.
    3. In the menu that appears after click the lock icon, click "Cookies".In the menu that appears after click the lock icon, click "Cookies"
    4. A new popup will show in the middle of your browser window. In the bottom left of the popup window,click "Remove" until you have nothing in the box. DO NOT CLICK "BLOCK".A new popup will show in the middle of your browser window. In the bottom left of the popup window, click "Remove" until you have nothing in the box.
    5. Your popup window should look like this when you're finished. Then click "Done".Your popup window should look like this when you're finished.
    6. Navigate to https://myaccount.ctclink.us and log back in

    1. Navigate to https://myaccount.ctclink.us
    2. To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.
    3. In the menu that appears after click the lock icon, click "Clear cookies and site data".In the menu that appears after click the lock icon, click "Clear cookies and site data".
    4. This will give you a popup asking if you would like to remove cookies and site data. Click "Remove".This will give you a popup asking if you would like to remove cookies and site data. Click "Remove".
    5. Navigate to https://myaccount.ctclink.us and log back in

    View a tutorial for how to clear cookies in Safari. When you get to Step 6, we suggest, instead of removing all cookies, search for the cookies related to ctcLink and only delete those.
  6. There have also been some problems reported with cache in ctcLink. If the above steps haven't fixed your problem, try clearing your cache:

    1. Chrome/Edge/Brave/etc
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "ctrl+shift" and then pressing "r" (or ctrl+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    2. Firefox
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "ctrl+shift" and then pressing "r" (or ctrl+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.

    1. Chrome/Edge/Brave/etc
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "cmd+shift" and then pressing "r" (or cmd+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    2. Firefox
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "cmd+shift" and then pressing "r" (or cmd+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    3. Safari
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "opt+cmd" and then pressing "e" (or opt+cmd+e)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.

If you are experiencing an issue not covered on this page, please visit the Shoreline Support Center and submit a request.