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 can 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 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. 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 wireless or mobile network.
Still an issue?
No worries! We can take it from here.
Please submit a support ticket and be sure to mention you have gone through the typical troubleshooting steps. In addition, providing screenshots and including where you were and the steps you took when the issue happened will help us resolve it more quickly!