Platform & Dashboard Access Troubleshooting
We understand how disruptive a platform issue can be. This guide will walk you through the most common fixes so we can get you back up and running as smoothly as possible.
Why Might This Be Happening?
Platform errors can occur for a number of reasons and are not always a reflection of your setup. Common causes include browser compatibility, a temporary server interruption, or a session that simply needs to be refreshed. In most cases, these can be resolved quickly without needing to contact our team directly.
Let's Fix It - Step by Step
- Note the error - Take a screenshot or write down the exact error message you're seeing. This will be helpful if we need to look into it further together.
- Hard refresh the page - Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). Wait about 60 seconds before trying again.
- Check your browser - Make sure you're on the latest version of Google Chrome or Microsoft Edge for the best experience.
- Log out and back in - Sign out fully, clear your browser cookies, and log back in fresh.
- Try a different network - If you're on a corporate network or VPN, try switching to a different connection to rule out any network-related blocks.
- Give it a few minutes - If the issue appeared recently, it may be related to a platform update and should resolve on its own shortly.
What Does Your Error Look Like?
| Error / Symptom | Likely Cause | What to Do |
|---|---|---|
| "Something went wrong" | Temporary server issue | Refresh and retry after 5 minutes |
| Blank or white screen | Browser cache conflict | Clear cache and hard refresh |
| Dashboard loads but data is missing | Data sync delay | Wait up to 15 minutes; contact us if unresolved |
| Spinning loader that never completes | Browser extension conflict | Try incognito mode or a different browser |
Still Not Resolved? We're Here.
If you've worked through the steps above and things still aren't looking right, please don't hesitate to reach out. Our team will look into this for you and make sure it gets sorted.
When you contact us, it would help to have the following ready so we can get to the bottom of it as quickly as possible:
- A screenshot or description of the error
- The browser and version you're using (e.g. Chrome 123)
- The time the issue started
- The specific page or feature where the error appears
- Whether colleagues in your organisation are experiencing the same thing
Reach out via the chat widget or contact support@engagerocket.co and out team will help you further!
Related article ➡️ Unable to Log In — Let's Get You Back In