Fixing Common Error Messages and Display Issues in Lexis

Most technical error messages and display issues occuring when accessing or using Lexis^® can be resolved by completing the following troubleshooting steps:

1. Close all active Lexis tabs and windows in your web browser.
2. Delete the Cache Files in your web browser.
3. Try completing your task or activity in Lexis.
4.  If the problem continues, take the following steps to delete your Lexis cookie files:
   Important!  Deleting Lexis and LexisNexis^® cookie files unsaves stored sign in information for LexisNexis web services only. Upon completion, you will be required to reenter your Lexis ID and password.
   1. Open the Display Cookies page located at https://signin.lexisnexis.com/lnaccess/app/ShowCookies.
   2. Click the Delete Cookies button located in the upper-left corner to remove all LexisNexis cookie files.
   3. If you have problems executing the utility, see Manually Deleting Lexis Cookies.
5. Try again to complete your task or activity in Lexis.
6. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.
7. Try once again to complete your task or activity in Lexis.
8. If you continue experiencing problems, contact Customer Support at 1-800-543-6862.

 

 Deleting Cache Files in Common Browsers

Note: Deleting cache files has no adverse affect on your browsing history, web preferences, or bookmarked pages.

Internet Explorer®	Firefox®
Edge®	Safari®
Chrome®

 

 Internet Explorer

1. Close all tabs and windows displaying the Lexis web site.
2. Click Tools (or the gear icon) located in the upper Internet Explorer toolbar.
3. Select Internet options.
4. Click Delete under the Browsing history section.
5. Uncheck all boxes except Temporary Internet files.
6. Click Delete.
7. Click OK.
8. Try again to perform your task or activity in Lexis.
9. If you continue to experience problems, proceed to Step 4 to delete your Lexis cookie files.

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 Edge

Take the following steps to clear the cached data in Edge:

1. Click the More ••• button on the upper-right side of the browser.
2. Click Settings.
3. Click Choose what to clear under Clear browsing data.
4. Click Show more.
   Note: If this has already been clicked, it will say Show less and more options will be available below.
5. Uncheck all options except Cached data and files.
6. Click Clear.
7. Try again to perform your task or activity in Lexis.
8. If you continue to experience problems, proceed to Step 4 to delete your Lexis cookie files.

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 Chrome

Take the following steps to clear the cached images and files in Chrome:

1. Click the Chrome menu button.
   Note: The button is on the upper-right of the browser and is indicated by three dots.
2. Select More Tools.
3. Select Clear browsing data.
4. Click Advanced.
5. Select All time from the Time range drop-down box.
6. Check the option Cached images and files and uncheck all other options.
7. Click CLEAR DATA.
8. Close and reopen the browser.
9. Try again to perform your task or activity in Lexis.
10. If you continue to experience problems, proceed to Step 4 to delete your Lexis cookie files.

Note: You can also access Clear browsing data by pressing Ctrl + Shift + Del or entering chrome://settings/clearBrowserData into the address bar and pressing Enter.

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 Firefox

Take the following steps to clear the cache in Firefox:

1. Click the Open menu button (three bars) in the upper-right corner.
2. Click Options or Preferences.
3. Select Privacy & Security on the left-hand side.
4. Click clear your recent history.
5. Select Everything from the Time range to clear drop-down list.
6. Check Cache and uncheck all other options.
   Note: You may need to click Details to see the options.
7. Click Clear Now.
8. Close and reopen the browser.
9. Try again to perform your task or activity in Lexis.
10. If you continue to experience problems, proceed to Step 4 to delete your Lexis cookie files.

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 Safari

Take the following steps if the Develop menu is not visible at the top of Safari:

1. Click the Safari menu and select Preferences.
2. Click the Advanced tab.
3. Check Show Develop menu in menu bar.

Take the following steps to empty the cache in Safari:

1. Click the Develop menu.
2. Select Empty Cache.
3. Try again to perform your task or activity in Lexis.
4. If you continue to experience problems, proceed to Step 4 to delete your Lexis cookie files.

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 Manually Deleting Lexis Cookie Files

Note: Deleting Lexis cookies removes stored Lexis sign in information.

Internet Explorer	Firefox
Edge	Safari
Chrome

 Internet Explorer

Take the following steps to delete Lexis cookies in Internet Explorer:

1. Click Tools or the gear icon.
2. Select Internet options.
3. Click Settings under the Browsing history section.
4. Click View Files to open the cookies folder.
5. Use the Search Temporary Internet Files or Search INetCache box and search for the keyword of Lexis or Nexis depending on the product you are using.
6. Delete the cookies that show on the search.
7. Close the Temporary Internet Files or INetCache window.
8. Click OK.
9. Click OK.
10. Close and relaunch the browser.
11. Try again to complete your task or activity in Lexis.
12. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.

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 Edge

Note: Edge does not provide an option for deleting individual cookie files. Clearing all cookies removes user preferences for websites, saved login information, shopping cart contents, and identifiers for server-based sessions.

Take the following steps to delete all cookies in Microsoft Edge:

1. Click the More ••• button on the upper-right side of the browser.
2. Click Settings.
3. Click Choose what to clear under Clear browsing data.
4. Click Show more.
   Note: If this has already been clicked, it will say Show less and more options will be available below.
5. Uncheck all options except Cookies and saved website data.
6. Click Clear.
7. Try again to complete your task or activity in Lexis.
8. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.

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 Chrome

Take the following steps to delete Lexis cookies in Chrome:

1. Click the Chrome menu button.
   Note: The button is on the upper-right of the browser and is indicated by three dots.
2. Click Settings.
3. At the bottom of the page, click Advanced.
   Note: If Advanced is already selected, additional options will be available below it.
4. In the Privacy and security section, click the Content settings.
5. Click Cookies.
6. Click See all cookies and site data.
7. Enter Lexis or Nexis in the Search cookies box and press the enter key.
8. Delete all the cookies displayed related to LexisNexis^®.
   Note: If all cookies displayed are related to LexisNexis^®, you can also click REMOVE ALL SHOWN below the search box and click CLEAR ALL.
9. Close all Chrome browsers and reopen.
10. Try again to complete your task or activity in Lexis.
11. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.

Note: You can also access Clear browsing data by pressing Ctrl + Shift + Del or entering chrome://settings/clearBrowserData into the address bar and pressing Enter.

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 Firefox

Take the following steps to delete Lexis cookies in Firefox:

1. Click the Open menu button (three bars) in the upper-right corner.
2. Click Options or Preferences.
3. Click Privacy & Security on the left-hand side.
4. Click remove individual cookies on the right pane.
5. Enter Lexis or Nexis in the Search box and press the enter key.
6. Remove the individual cookies related to the search.
   Note: If all cookies displayed are related to LexisNexis^®, you can also click Remove All Shown at the bottom of the window.
7. Click Close.
8. Close and reopen the browser.
9. Try again to complete your task or activity in Lexis.
10. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.

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 Safari

Take the following steps to delete Lexis cookies in Safari:

1. Click the Safari menu in the upper-left corner of your browser.
2. Click Preferences.
3. Click Privacy.
4. Under Cookies and website data, select Details or Manage Website Data.
5. Enter Lexis in the Search box and press the enter key.
6. Click Remove to delete a single cookie or Remove All to remove all LexisNexis cookies.
7. Click Remove Now.
8. Close the Preference window.
9. Close and relaunch the browser.
10. Try again to complete your task or activity in Lexis.
11. If the problem continues, and you are using Internet Explorer or Chrome, try Adding Lexis as a Trusted Site in your browser.

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 Adding Lexis as a Trusted Site

Internet Explorer
Chrome
 

 Internet Explorer

1. Click the Tools menu or gear icon, then select Internet Options.
2. Click on the Security tab.
3. Click the Trusted Sites icon.
4. Click the Sites button.
5. Click the Trusted sites icon
6. Uncheck Require server verification (https:) for all sites in this zone.
7. Enter the following website address, excluding http://, https://, and www. from the beginning of the address:
   • lexis.com
   • lexisnexis.com
   • lexis-nexis.com
8. Check Require server verification (https:) for all sites in this zone.
9. Click Close.
10. Set the security level for the trusted zone to Low or Medium-low.
11. Click OK.
12. Try once again to complete your task or activity in Lexis.
13. If you continue experiencing problems, contact Customer Support at 1-800-543-6862 or 1-800-455-3947 if you are Law School user.

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 Chrome

1. In the top-right corner of Chrome, click the Chrome menu.
   Note: The button is in the upper right of the browser and is indicated by three dots.
2. Click Settings to launch a Settings tab in Chrome.
3. Click Advanced at bottom of Settings to open more options.
4. Scroll down to the System group and click Open proxy settings.
5. Click the Security tab.
6. Select Trusted Sites.
7. Click the Sites button.
8. Uncheck Require server verification (https:) for all sites in this zone.
9. Enter the following website address, excluding http://, https://, and www. from the beginning of the address:
   • lexis.com
   • lexisnexis.com
   • lexis-nexis.com
10. Click Add.  This will put the website into the Websites box.
11. Click Close and then OK.
12. Close the Settings tab in Chrome.
13. Try once again to complete your task or activity in Lexis.
14. If you continue experiencing problems, contact Customer Support at 1-800-543-6862 or 1-800-455-3947 if you are Law School user.

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