Securly Stuck on "Fetching Your Location" — Fix Internet Access

What is happening?

Securly uses your laptop’s location to confirm you are on campus. When it cannot complete this check, your browser gets stuck on a spinning “Fetching your location…” page and you cannot access the internet. This most often happens after a macOS update, which can silently reset browser location permissions.

🧑‍🏫 Try these steps first (faculty & staff)

Step 1 — Re-enable Location Services for your browsers

This is the most common fix and takes about 60 seconds.

1. Click the Apple menu () → System Settings
2. Go to Privacy & Security → Location Services
3. Make sure the master Location Services toggle is ON
4. Scroll down the list and enable location for Google Chrome and Safari (the toggle next to each should be blue)
5. Quit and reopen both browsers, then try browsing again

Step 2 — Allow location access inside Chrome

If Chrome showed a location permission popup that you dismissed, or if you see the Securly “Fetching your location” page in Chrome:

1. In Chrome, go to chrome://settings/content/location (paste that into the address bar)
2. Under Allowed to see your location, confirm securly.com is listed — if not, remove it from the “Blocked” list
3. Alternatively: click the lock icon in the address bar on any page → Site settings → Location → Allow
4. Reload the page

✅ If either of the above steps resolved the issue, you’re all set! No need to contact IT.

🛠️ If the above steps didn’t work — IT will help with these

Step 3 — Reinstall the Securly browser extension

1. Chrome: Go to chrome://extensions, remove the Securly extension, and reinstall it from the Chrome Web Store. Sign back in with your school Google account if prompted.
2. Safari: Go to Safari → Settings → Extensions, disable Securly, then re-enable it.

Step 4 — Verify the Securly root certificate is trusted

1. Open Keychain Access (search for it in Spotlight)
2. Search for Securly
3. If the certificate shows a red X, double-click it → Trust → Always Trust
4. Quit and reopen your browsers

Step 5 — Clear Securly cookies and cache

1. Chrome: Go to chrome://settings/cookies and clear data for securly.com
2. Safari: Go to Settings → Privacy → Manage Website Data, search Securly, and remove it
3. Relaunch both browsers and test

📞 Still not working?

Submit a ticket to itsupport@redlandschristian.org and include a screenshot of what you see. IT will remote in to resolve it.

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