What troubleshooting steps can I try if something's not working as it should?
This article covers a few steps we recommend you try if you find that you're experiencing a general issue with the dashboard, e.g., buttons not being responsive, a page not loading, updates not appearing, or something similar.
We are always looking for ways to ensure that we are able to get the fastest resolution for our users. The following checklist may help you resolve the issue or allow us to rule out some things that might be the cause.
Have you reset your Sendible cache?
The first thing you can do when experiencing any issues with the platform is reset the Sendible cache.
Click your name (on the top right) > Preferences > System Settings > Reset Cache
Can you replicate the issue in a private/incognito browser window?
If resetting your cache hasn't worked, please try to replicate the exact same issue in a private/incognito window. Here's how to open a new window based on the browser/operating system you are using.
(⌘ for Command)
|Ctrl + Shift + N||Google Chrome||⌘ + Shift + N|
|Ctrl + Shift + P||Firefox||⌘ + Shift + N|
|Ctrl + Shift + N||Opera||⌘ + Shift + N|
|IE/Edge||Ctrl + Shift + P||Safari||⌘ + Shift + N|
Can you replicate the issue on a different browser?
Each browser can have quirks that can interfere with the web app. In order to rule out a browser bug. We recommend trying to replicate the issue using a completely different web browser. See Which browsers and operating systems does Sendible support?
Can you replicate the issue using a different computer?
Sometimes certain applications (e.g., anti-virus or any other PC add-ons) can interfere with the web app. We recommend trying to replicate the issue again on a completely different computer.
Can you replicate the issue on a different network?
Sometimes network-based caching or security can interfere with the web app. We recommend trying to replicate the issue using another Wi-Fi or mobile network.
Still an issue?
No worries! We'll take over from here.
Please submit a support ticket and be sure you mention you have taken the three typical troubleshooting steps. If you can provide screenshots of the issue and the steps you took to replicate the issue, even better!