Solving problems

This section provides solutions to the most common problems that occur when using the browser. If you don't find the solution to your issue in the list, send a message to our Support service using the Feedback form.

  1. The browser doesn't start
  2. Browser is slow
  3. Browser uses too much memory
  4. Yandex Browser launches a lot of processes
  5. Browser freezes or pages won't open
  6. Site doesn't open
  7. DNS Error
  8. Proxy server error
  9. Connection Failure error
  10. Page content displays incorrectly
  11. Downloads panel, suggestions or popup windows don't display
  12. Images are not displayed
  13. Images don't display correctly
  14. The browser ruins the color rendition
  15. Error ERR_CERT_AUTHORITY_INVALID

The browser doesn't start

If Yandex Browser doesn't start or you see the "The application has failed to start because its side-by-side configuration is incorrect" error, try installing the latest browser version. You can download the installation file from browser.yandex.com. If you are using the beta version of Yandex Browser, download the file from browser.yandex.com/beta.

If this doesn't help, use the Feedback form to report the issue to technical support.

Describe what is happening, step by step:

  • What happens when you try to open Yandex Browser (for example, you get an error message or the browser window doesn't open correctly).
  • What happened before this issue started occurring (for example, did you update your browser or OS? did you install a program or extension?).
  • How long you have been experiencing problems opening Yandex Browser.

If possible, attach a screenshot.

Browser is slow

Try temporarily disabling all extensions, Turbo mode and Alice voice activation. Also clear your cache, history, and cookies.

Turn off extensions
  1. Temporarily disable all extensions:  → Add-ons.
  2. If this solves your problem, go through your extensions and turn them back on until you find the one that caused the problem.
  3. Disable the problematic extension. You may want to let the developers know about the problem.
Disable Turbo mode

In Turbo mode, site pages aren't immediately downloaded to the user's computer. They are first sent to the Yandex server and compressed there. This usually speeds up the browser significantly. However, if the route from the Yandex server to the user's computer is very long, the page might take longer to load in the Turbo mode than without it.

Check whether turning off Turbo speeds up the browser:

  1. Click  → Settings.
  2. Click Tools.
  3. In the Turbo section, choose Off.
Clear the cache
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete the cached data for.
  3. Select the Files stored in cache option.
  4. Disable all the other options (if you only want to clear the browser cache).
  5. Click Clear.
Clear history
  1. Click  → History → History, and then Clear history in the upper-right corner of the tab.
  2. In the Clear history window, set the time period that you want to delete the history for.
  3. Select the Views option.
  4. If necessary, deselect all other options.
  5. Click Clear.
Clear cookies
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete cookies for.
  3. Select Cookies and other site data and plugins (disable all the other options if you only want to delete cookies).
  4. Click Clear.

If you couldn't fix the problem yourself, send a message to the Support service in the Feedback form. Describe the situation in as much detail as possible.

Browser uses too much memory

Modern browsers use RAM actively. Full-featured apps have replaced static pages on the internet. Let's say you have a music player open on one tab, a YouTube video on another tab, and an online editor on a third. In order for you to switch between tabs quickly, your data has to be stored in RAM.

Yandex Browser may consume more memory compared to other browsers due to:
  • Multiprocessor architecture. Each browser window is a separate process that requires additional memory. The multi-processor architecture improves stability: if one of the tabs fails, the other tabs are preserved and you will not lose your data.
  • Pre-loading. The browser tries to figure out what link you may click, and loads the page data in advance.
  • Large number of extensions. Extensions make browsing easier, but each of them requires RAM.

On average, with several tabs open, Yandex Browser consumes from 300 to 1000 MB of RAM. If a page has complex Flash objects, the RAM utilization may grow to 1000 MB.

To reduce the RAM consumption, disable:
  • Background animation.
  • Page pre-loading (click  → Settings. In the Search section, clear the box labeled Request page data in advance in order to load pages more quickly.
  • Unused extensions.
  • Flash plugin autorun.

Yandex Browser launches a lot of processes

You don't need to worry if there are a lot of processes running. All browsers based on the Chromium engine work like this. Every browser window, as well as some extensions and plugins, is a separate process that won't affect other tabs and extensions in the event of a failure.

Browser freezes or pages won't open

If your browser freezes, contact our support staff using the feedback form. Describe your situation in as much detail as possible:

  • What actions cause the browser to freeze?
  • Describe what happened before the browser stopped responding (for example, did you reinstall the browser or update or install programs or extensions?)

If the browser is slow opening pages, then clarify the following in your message:

  • Does the problem occur with all webpages or only certain ones (if so, which ones?)
  • Add a link to the net-export log. You will need to take screenshots of this log (as explained in the instructions) and upload them to any cloud storage of your choice.

If you have problems opening pages, include the error text in your message.

Site doesn't open

There are a few reasons why a site may not open:

Network constraints

Certain restrictions in your network can also obstruct site access. Those might be caused by software (antivirus programs, firewalls, or viruses), or network settings on the provider side (such as proxy servers).

Check whether you can access the site on another computer from a different network to make sure that the site works. If the site fails on your computer only, we recommend contacting your system administrator or your provider's support.

There are a lot of temporary files

Webpages may not load completely if you have a lot of temporary files. Follow these instructions to delete all cookies for that page:

  1. In the SmartBox, click any Protect toolbar icon.
  2. Click Learn more.
  3. In the Permissions section, click <...> cookie files for this site.
  4. At the tab Allowed in the Cookies in use window, select a cookie and click Remove. Delete all cookies.
  5. Click Done.

Check whether the problem persists.

Browser extensions block a webpage from loading

To check whether extensions are blocking a page from displaying, open the site in Incognito mode. If the Incognito mode does not reproduce the problem, try to find an extension that blocks page loading.

  1. Temporarily disable all extensions:  → Add-ons.
  2. If the page has loaded, try going through your extensions one at a time to find the one that is blocking them.
  3. Disable the problematic extension. You may want to let the developers know about the problem.
  4. Clear your cache so that the browser doesn't load a copy of the page that was saved earlier.
  5. Refresh the page to make sure the problem has been resolved.
Turbo mode

Some sites don't display in Turbo mode. To disable Turbo mode:

  1. Click  → Settings.
  2. Click Tools.
  3. In the Turbo section, choose Off.
Browser problems

If a site opens in every browser other than Yandex Browser, send a message to our support staff using the feedback form. Describe the situation in detail, and attach a screenshot if possible.

DNS Error

If you see this error message when you open a page, try to solve the problem using one of these methods:

Delete cookies
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete cookies for.
  3. Select Cookies and other site data and plugins (disable all the other options if you only want to delete cookies).
  4. Click Clear.
Clear your cache
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete the cached data for.
  3. Select the Files stored in cache option.
  4. Disable all the other options (if you only want to clear the browser cache).
  5. Click Clear.
Reset your DNS settings
  1. Press Windows + R or enter “Run” in the Windows search bar and select an application from the list.
  2. In the window that opens, enter cmd to launch the shell.
  3. Enter ipconfig/flushdns in the shell.
  4. Restart your network connection.

Proxy server error

If you see this error, it means the internet connection in the browser is set to use a proxy server. If your network doesn't use a proxy server, turn off this option.

  1. Click  → Settings.
  2. Click System.
  3. In the Network section, click Proxy server settings.
  4. In the window that opens, go to the Connections tab and click Network settings.
  5. In the window that opens, clear the option Use a proxy server for your LAN.

Connection Failure error

A “Connection failure” error means that the browser could not retrieve a webpage.

Failures may occur due to the following:

Problems with how the site works

Try opening other sites in the browser. If you do not see the connection error, there was probably a failure on the side of the initial site, or the site's owner is running maintenance at the moment. Try going to the site again later. If the problem persists, contact the website's developers.

Problems with your internet provider

Contact your internet provider and ask if there have been any network failures or if they are conducting maintenance work.

Site blocked by antivirus or firewall

Check the list of blocked resources in your antivirus (Windows firewall). If you locate the page in the list, delete it.

Attention. Only delete a page if you are completely sure that it is safe, though. If the page contains malicious code, it can infect your computer or give hackers access to your personal information and electronic payments.
The browser was infected by a virus

Scan your computer using an antivirus or free utilities.

Incorrect DNS settings
  1. Open the Windows shell. Press Windows + R or type “Run” in the search bar. In the window that opens, enter cmd using your keyboard.
  2. Enter ipconfig /flushdns.
  3. Restart your network connection.
Proxy server not configured correctly
  1. Click  → Settings.
  2. Click System.
  3. In the Network section, click Proxy server settings.
  4. In the window that opens, click on the Connections tab and then click Network settings.
  5. Deselect the Use a proxy server for your LAN option.

Page content displays incorrectly

Webpages might display incorrectly. For example, garbled characters may display instead of letters or the page formatting may be broken.

Try the following: refresh the page; delete your browser cache and cookies ; disable Turbo mode, utilities, and browser extensions that may be causing the problem.

Disable utilities

The most frequent reason for incorrect site display is using a proxy server or an additional firewall (in addition to the standard Windows firewall). Temporarily disable them to find out if they affect the display of site pages. We do not recommend using utilities that cause display errors.

Check your browser extensions
  1. Temporarily disable all extensions:  → Add-ons.
  2. If this solves your problem, go through your extensions and turn them back on until you find the one that caused the problem.
  3. Disable the problematic extension. You may want to let the developers know about the problem.
  4. Delete your cache so that the browser doesn't load an incorrect copy of the page loaded earlier.
Refresh page
  1. Open the page with the formatting problems.
  2. Press F5 (on Windows) or ⌘ + Shift + R (on macOS).
Delete cookies
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete cookies for.
  3. Select Cookies and other site data and plugins (disable all the other options if you only want to delete cookies).
  4. Click Clear.
Turn off Turbo mode
  1. Click  → Settings.
  2. Click Tools.
  3. In the Turbo section, choose Off.
Clear the browser cache
  1. Click  → Advanced → Clear history.
    Tip. You can open the Clear history window by pressing Keyboard shortcuts Ctrl + Shift + Del (on Windows) or Shift + ⌘ + Backspace (on macOS).
  2. Under Clear history, select the time range you want to delete the cached data for.
  3. Select the Files stored in cache option.
  4. Disable all the other options (if you only want to clear the browser cache).
  5. Click Clear.

Downloads panel, suggestions or popup windows don't display

Note. This is only a problem for Windows 10 users.

Errors may occur with some integrated video cards after you update Yandex Browser:

  • Suggestions disappear.
  • Downloaded files no longer display in the downloads toolbar.
  • The browser doesn’t respond when you try to use it for the first time after an update. However, the Enter key does work. When you press it, a Windows window opens and prompts you to select your default browser.

If you get one of these errors, deselect the Hardware acceleration option in the browser:

  1. Click  → Settings.
  2. Click System.
  3. In the Performance section, clear the Use hardware acceleration if possible option.
  4. Restart the browser to apply these changes.

If this doesn't help, use the Feedback form to report the issue to technical support.

Images are not displayed

There are several reasons why images or photos might not be displayed:

Images are blocked by an extension

Some extensions (such as ad blockers) restrict the display of page content, including videos and images.

  1. Temporarily disable all extensions:  → Add-ons.
  2. If images appeared, try going through your extensions one at a time to find the one that is blocking them.
  3. Disable the problematic extension. You may want to let the developers know about the problem.
  4. Clear your cache so that the browser doesn't load an incorrect copy of the page that was rendered earlier and contains blocked images.
  5. Refresh the page to make sure the problem has been resolved.
Images are blocked in the browser settings
  1. Enable image display:  → Settings → Websites → Advanced site settings → Image display → Allowed.
  2. Clear the browser cache.
  3. Refresh the page to make sure the problem has been resolved.
Images are blocked on the site

In this case, the SmartBox displays .

  1. Open the webpage.
  2. In the SmartBox, click any Protect toolbar icon.
  3. In the window that opens, click Learn more in the section showing the connection status.
  4. In the Permissions section, select the Allowed option for the element Images.
  5. Refresh the page to make sure the problem has been resolved.
The image was black-listed
  1. Click  → Settings → Tools → Ad Blocker → Blockied ads.
  2. Select an image.
  3. Click Delete to the right of the image address.

Images don't display correctly

If the image on the page doesn't display correctly (for example, if the image opacity was not saved in a PNG image), try disabling image optimization:

  1. Click  → Settings.
  2. Click System.
  3. In the Performance section, disable the Optimize images to conserve system memory option.

The browser ruins the color rendition

Check your monitor's color profile settings

  1. In the SmartBox, enter browser://flags.
  2. Find the Force color profile option and change its value.
  3. Relaunch the browser and check the results.

Error ERR_CERT_AUTHORITY_INVALID

If you cannot establish a secure connection to Yandex services due to the ERR_CERT_AUTHORITY_INVALID error, it means that the certificate is missing from the operating system. Update Windows (Control panel → Windows update). If this didn't help, try downloading and importing the certificates manually:

  1. Downloading the certificates to your computer using the following links:
  2. The Certum CA and Certum Trusted Network CA certificates have been downloaded to your computer in the TXT format. Remove the .txt extension from them:
    1. Open the Windows Control panel.
    2. Open the section Folder options (in Windows 10, this section is called Explorer Parameters).
    3. On the View tab, clear the Hide extensions for registered file types option.
    4. Click Apply.
    5. Open the Certum CA certificate in Notepad and save it having removed the .txt extension to get the CA.pem file.
    6. Open the Certum Trusted Network CA certificate in Notepad and save it after removing the .txt extension to get the CTNCA.pem file.
  3. Import certificates by going through the following steps for each certificate:
    1. Open the Windows shell. Press Windows + R or type “Run” in the search bar. In the window that opens, enter certmgr.msc using your keyboard.
    2. Open the Trusted root certification authorities folder and then the Certificates folder.
    3. Click Action → All tasks → Import. The Certificate Import Wizard starts.
    4. Click Next.
    5. Select the certificate and click Next.
    6. Make sure that the Certificate store field is set to Trusted root certification authorities. Click Next.
    7. Click Finish.
    8. In the window that opens, click Yes.
  4. Restart the browser.