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General browser troubleshooting
General browser troubleshooting

Potential steps to troubleshoot and fix technical issues within the browser.

Ollie avatar
Written by Ollie
Updated this week

If you're experiencing issues with the admin site or public page, such as elements not loading or being unresponsive, the problem could be related to your browser.

This article covers:


Initial checklist

First, make sure your internet connection is working properly.

Step 2: Check for Scheduled Maintenance or Service Issues

If the page isn’t loading and you see an error message, check if there’s any scheduled maintenance or temporary service issues. You can visit our incident updates page or use external tools to get more details.

Once you've confirmed your internet is working and the Bookwhen system is running, follow the troubleshooting steps below to help resolve the issue and get the page working as intended.


Troubleshooting steps

There isn’t a set order for these steps, and their impact may vary depending on the issue. However, the suggestions below may help resolve the problem:

Reload and 'hard refresh'

The reload button is usually found in the browser's navigation section. A 'hard refresh' clears the browser cache and forces it to load the most recent version of the page.

Private/incognito mode

Private browsing creates a temporary session isolated from the browser’s main session, excluding cached files, cookies, or browser add-ons/extensions that could cause conflicts.

Different browser

While core functionality is generally the same across different browsers, the overall look and feel, as well as specific features, can vary. Testing a different browser may help isolate the issue.

Browser update

Browser updates contain security fixes, bug fixes, and new features. Always use the latest version, as this can also improve functionality and how websites display.

Cache and cookies

Websites save temporary files, like images (cache) and user preferences (cookies), to improve performance. Sometimes, these can cause conflicts when viewing or interacting with a page.

Browser settings (JavaScript, cookies and 3rd-party cookies)

Websites often require JavaScript and cookies to function properly. If disabled, it may prevent certain page elements from working correctly.

💡 Find out how to check your browser settings regarding JavaScript and cookies and instructions on enabling cookies and Javascript.


Further investigation

While the troubleshooting steps above should help resolve most website issues, there might be cases that require further investigation.

To assist our technical team, please follow the steps below to create a general snapshot of your browser version and settings:

  1. Select "Copy URL to clipboard":

    Whatismybrowser screen with the 'Copy URL to clipboard' button highlighted

  2. Paste the copied link into your conversation with our support team.

Developer console

Most browsers come with built-in developer tools that can help debug websites and applications. The Console tab records information related to the webpage, such as network requests, HTML, CSS, and JavaScript. It also logs any errors or warnings, which can provide valuable insights into potential issues and help identify the root cause.


💬 Need extra help?

  • For the quickest response, contact us via live chat on our homepage or your account. Buddy, our trusty chatbot, will assist first and pass you to a support team member if needed.

  • Prefer email? Send us an email instead.

Thank you! 🕺


The Bookwhen team wrote this article. Whilst we can recommend external resources, we make no representation or warranty of any kind, express or implied, regarding the accuracy, adequacy, validity, reliability, availability or completeness of any information on the mentioned sites. Whilst we regularly update our articles, some processes may have changed since it was written. Please double-check and contact the site directly for any queries.

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