Are you experiencing any issues with the Connecteam web app? In this article, we will walk you through how to self-troubleshoot when you encounter any issues.
If you're experiencing any issues with the Connecteam mobile app, head over to this article.
Complete the following troubleshooting steps if you are experiencing issues such as:
I'm pressing a button but it's not responding.
I'm trying to complete an action in the platform but experience endless loading.
I'm trying to export or download something but nothing is happening.
The screen appears distorted or glitches.
I uploaded content to the platform but it didn't upload properly.
I created content and it keeps disappearing.
I uploaded a document/file and it disappears.
To effectively troubleshoot any issues you're experiencing, please try the following steps in order. If one does not yield any results or improvements, move on to the next:
Connecteam is most optimized for Google Chrome. If you haven't already, we highly recommend installing Google Chrome to guarantee you enjoy an optimal user experience.
Try a hard refresh: Cmd+Shift+R on a Mac or Ctrl+Shift+R on Windows.
Empty cache and hard reload:
First, open the console tab. To do so, right-click on the page, select Inspect from the menu, and then choose the Console tab. Alternatively, press F12.
Then, long press on the Refresh icon, and select Empty Cache and Hard Reload.
Clear site data:
First, open the console tab. Click on Applications, navigate to the Storage, and click Clear site data.
Reproduce the issue in an incognito window. To open this window, on your keyboard press Control-Shift-N (for PC) or Command-Shift-N (for Mac).
Access the platform through a different web browser such as Safari, Microsoft Edge, or Firefox.
What should I do if I tried everything and it didn't help?
If none of the above steps helped, contact Connecteam's Support. We're here for you!
When reaching out, please attach screenshots or screen recordings showing the issue at hand. If possible, record your screen by following the steps listed in the section below.
In addition, try to address any of the following questions as well:
Are other users on your account experiencing this same issue?
Does the issue persist when switching to another network connection (i.e. data or Wi-Fi)?
How to take a screenshot of your screen
For PC: On your keyboard press Windows Key-Shift-S or press Print Screen (PrtSc).
For Mac: On your keyboard press Shift-Command-3 (to capture the whole screen) or Shift-Command-4 (to capture a portion of the screen).
How to record a video of your screen
If you experience a technical issue or system glitch, you can record and send a video directly through the app to our support team for immediate review. Follow the steps below to get started:
Record a Glitch on the Mobile App
Access your profile.
Click on Support Center and select the option Report with recording
Select the option Record the issue.
This will immediately begin recording your screen. While recording, repeat the actions you were taking when the issue occurred.
When you're finished, select end recording and open chat with support.
Finally, select Contact support. The support team will automatically have access to your recording without further action needed from your end. If you have multiple recordings, our support team will have access to all of them.
Once the chat opens, it will appear as a regular conversation. You won't see the video you recorded attached to the chat, but the support representative will receive it and be able to view it.
*Note that if you don't choose to contact support after finishing the recording, your recording will not be passed on to a representative.
Record a Glitch on Desktop
Once inside the platform, click Help at the top of the page.
Select the option Record an issue.
a window will appear, click Record my screen.
Recording will begin immediately. While recording, recreate the issue from the beginning so our team can better understand the steps that caused it.
Once you end the recording, a chat with our support team will open immediately and they will have access to the recording.
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Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies to ANY question.