Occasionally, when you attempt to edit a Document in mattero the following error message will display informing you that mattero cannot connect to the file:
We can't connect to <file name>. Please make sure you're using the correct web address.
This is usually a caching error, which can be resolved by clearing the cookies and website data cache in your internet browser.
Please note, this process may log you out of any online accounts you have logged in to with this device. You will also have to log out and log back in to mattero as part of this process.
Clearing Your Cache
To clear your cache:
- First log out of mattero and close any internet tabs and windows you have open.
- Open your device's Start menu, then search "Internet Options" and select Internet Options.
- In the window that opens, select Delete.
- Select Preserve Favourites website data and Cookies and website data, then select Delete.
When this process is complete, log in to mattero and attempt to edit the Document again.
Troubleshooting, Edit Document, Issue, Support, Word, Excel, PowerPoint