What to change
Separate deployment from cache behaviour. Ask the supplier to compare the public page's asset references with the content actually returned for those addresses. Test both a fresh visitor and a returning browser, because either can expose a different problem. The correction should use the site's deliberate asset-versioning and cache policy rather than asking every visitor to clear their browser. Preserve the exact mismatched references as useful evidence for the hosting owner.
A worked example
Illustrative example
Illustrative test: Both sessions perform the affected action using the compatible asset version. After a form update, a returning browser may receive an older script that no longer matches the new page. A fresh visitor behaves differently. The supplier records the mismatched references and corrects the planned delivery and versioning arrangement. Both sessions then complete the same fictional task. The practice accepts that public evidence rather than a developer's hard refresh, which could conceal the continuing problem for ordinary returning visitors.
What this means for your practice
A release can publish new page content while some visitors still receive older scripts or styles. The result may look inconsistent or behave differently between fresh and returning visits. Ask your supplier to compare the files the public page requests with the versions actually delivered. They should address the website's versioning and saved-copy rules rather than ask every visitor to clear their browser. Review the affected task in both a fresh session and a returning one after the correction. Keep the exact mismatched file references in the issue record for the hosting owner. A successful hard refresh on a developer's machine proves too little about the experience of the wider audience.
How to check the result
Public page code and assets agree without requiring visitor troubleshooting.
A mistake to avoid
A hard refresh on the developer's machine is not a sitewide fix.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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