“An Error Has Occurred” message in Tandem Source

This error may occur if the step you are attempting to complete in Tandem Source fails. To fix the issue, try the following steps: 

1. Refresh your browser’s window  
2. Sign out of your Tandem Source account, then sign back in
3. Clear your browser’s cache (see instructions below for help)
4. Try a different browser 

If you are still receiving this message after trying the steps above, you will need to Contact Us so that we can update your account manually. Be sure to have any additional details ready at the time of the call. For example: 

• What button was clicked on that triggered this error?  
• Was there any other text in the message after ‘An Error Has Occurred’? 

To clear your browser's cache: 

Chrome browser:  

1. At the top right, click More. 
2. Click More tools  Clear browsing data. 
3. At the top, choose a time range. To delete everything, select All time. 
4. Next to "Cookies and other site data" and "Cached images and files," check the boxes. 
5. Click Clear data. 

Safari browser:  

1. In the menu bar (top left of your screen) click History 
2. At the bottom of the menu, choose Clear History 
3. Use the drop-down menu to pick what timeframe you want to clear history and cookies from the Safari browser 
4. One last time, click Clear History 
5. Along with clearing your Safari browser history, this also clears your cookies and cache 

Safari browser on iPhone:  

1. Open Settings 
2. Scroll down and tap Safari 
3. Scroll down again and tap Clear History and Website Data, tap it once again to confirm 

Chrome browser on Android: 

1. On your Android phone or tablet, open the Chrome app . 
2. At the top right, tap More . 
3. Tap History  Clear browsing data. 
4. At the top, choose a time range. To delete everything, select All time. 
5. Next to "Cookies and site data" and "Cached images and files," check the boxes. 
6. Tap Clear data.
   

   
   ZD-000249_A (2024-03-25)