Required Roles: Any
Required Permissions: Any
Introduction
At times, Kivo Support may ask you to clear your browser cache and cookies to resolve login, synchronization, or integration issues.
This is especially relevant when using integrations such as:
Microsoft 365 (Entra ID, SharePoint, OneDrive)
DocuSign
Other Single Sign-On (SSO) providers
These integrations rely on secure browser sessions and cached authentication tokens. If cached session data becomes outdated or corrupted, it can prevent proper identity validation and cause unexpected errors. Clearing cache and cookies forces the browser to re-establish a clean authentication session.
Why Clearing Cache and Cookies Helps
Modern web applications, including Kivo, rely on browser storage to:
Maintain login sessions
Store authentication tokens
Preserve identity context between systems
Improve performance by caching web assets
Microsoft and DocuSign integrations use secure tokens stored in your browser to confirm your identity. If those tokens:
Expire improperly
Conflict with another login session
Become corrupted
Reference a different account
You may experience issues such as:
Being repeatedly prompted to log in
Authentication failures
Microsoft file sync errors
DocuSign connection issues
Unexpected permission errors
Clearing cache and cookies removes outdated session data so the browser can initiate a fresh authentication handshake.
How to Clear Cache and Cookies
Step 1 – Open Browser Settings
Click the ellipsis (three dots) in the top-right corner of your browser window.
Depending on your browser, the icon may appear horizontally or vertically.
Step 2 – Open Settings
Select History (gear icon).
Step 3 – Locate Clear Browsing Data
In the Settings search bar, type Cache and select Clear browsing data.
Step 4 – Select What to Clear
You can choose to clear:
Cached images and files
Cookies and other site data
In most cases, clearing cached files is sufficient. However, if identity-related issues persist, clearing cookies may also be necessary.
For best results:
Select All time from the time range dropdown.
Chrome:
Select “Clear browsing data.”
Microsoft Edge:
Select “Choose what to clear” to access the delete browsing data menu.
Step 5 – Restart Your Browser
After clearing cache and/or cookies:
Fully close your browser
Reopen it
Log back into Kivo
This ensures a clean authentication session is established.
When to Contact Support
If issues persist after clearing cache and restarting your browser, contact:
Support can help determine whether the issue is related to:
Identity provider authentication
Microsoft 365 token exchange
DocuSign API connection
Network or firewall configuration
Important Notes
Clearing cookies will log you out of websites.
This action does not delete documents or system data.
Clearing cache is a safe and commonly recommended troubleshooting step.
In regulated environments, this action does not impact system validation or audit trails.