EngageRocket Page or Dashboard Not Loading — Troubleshooting Guide

⚠️ Who is this article for? This guide is for all EngageRocket users who have been granted access to the platform. If you have not yet received your invitation or cannot log in, see EngageRocket Invitation or Activation Email Not Received or EngageRocket Login Troubleshooting — Can't Log In? instead.

Loading and rendering issues in EngageRocket are almost always caused by a browser, connection, or temporary platform issue — not a problem with your account or data. Work through the steps below in order and stop when the issue is resolved.

💡 Where to start: Do a hard refresh first — press Ctrl+R on Windows or Cmd+R on Mac. This alone resolves the issue in many cases and takes just a few seconds.

Step 1: Hard refresh the page

Press Ctrl+R (Windows) or Cmd+R (Mac) to force the browser to reload the page completely. This clears the current page from memory and is the quickest first step before trying anything else.

Step 2: Clear your browser cache and cookies

Outdated cached data is the most common cause of blank, broken, or slow-loading pages. Clear your cache in your browser settings, then reload EngageRocket. This resolves the majority of loading issues.

See how to clear your browser cache (Chrome).

Step 3: Try incognito or private mode

Open a new incognito or private window and navigate to the page or dashboard that is not loading. If it loads correctly there but not in your normal browser window, the cause is a cached file or a browser extension conflicting with the platform.

Step 4: Disable browser extensions

Ad blockers, security tools, and privacy extensions can block parts of EngageRocket from rendering correctly. Temporarily disable all browser extensions, then reload the page. If it loads, re-enable extensions one by one to identify which one is causing the conflict.

Step 5: Try a different browser

EngageRocket works best on the latest versions of Chrome, Firefox, and Edge. If you are using an older browser or Safari, switch to one of these and try again.

Step 6: Check your internet connection

Run a speed test or try loading another website to confirm your connection is stable. A slow or interrupted connection can cause pages and dashboards to load partially or not at all. If you are behind a VPN or corporate firewall, these can also block access to parts of the platform.

Step 7: Check if others in your organisation are affected

If multiple users are experiencing the same issue at the same time, it is likely a platform-side problem rather than a local browser issue. Contact support immediately and do not spend further time on individual browser fixes.

💡 Good to know: If one specific page or dashboard is broken but all others load fine, this points to a platform-side issue with that particular feature. Note the exact URL of the broken page and any error message displayed, and include both when contacting support — this significantly speeds up investigation.

Dashboard-Specific Issues

If your dashboard loads but displays an error message, follow these steps before contacting support.

Take a screenshot of the error message exactly as it appears on screen. Note the URL of the dashboard page and your browser name and version. Contact support@engagerocket.co with these details — error messages on the dashboard are usually platform-side issues that our team needs to investigate directly.

If your dashboard is loading extremely slowly but not showing an error, check your internet speed first. If your connection is stable, the platform may be experiencing temporarily high load — wait a few minutes and try again. If slow loading persists beyond 10 minutes, contact support.

Something Not Working?

The page or dashboard loads in incognito but not in my normal browser.

• Likely cause: A browser extension or cached file is causing the conflict.
• Action: Disable your extensions one by one to identify which one is responsible, then clear your cache.

Only one specific page or dashboard is broken — all others load fine.

• Likely cause: A platform-side issue with that particular feature.
• Action: Contact support with the URL of the broken page, your browser name, and browser version.

The issue started after a recent browser update.

• Likely cause: The browser update introduced a compatibility issue with EngageRocket.
• Action: Clear your cache and try again. If the issue persists, switch to a different supported browser (Chrome, Firefox, or Edge) while the issue is being resolved.

I see an error message on my dashboard.

• Likely cause: A platform-side rendering or data issue.
• Action: Screenshot the error, note the page URL and your browser details, and contact support.

⚠️ Important: If multiple users in your organisation are all experiencing loading issues simultaneously, contact support immediately — this may indicate a platform outage rather than an individual browser problem.

Still Need Help?

If you have questions about EngageRocket pages or dashboards not loading, reach out to us at support@engagerocket.co and we'll be happy to assist!