Every once in a while you might come across a problem when using SmartSuite. If you come across a situation where:
Your View doesn't load, or "spins" for an unusual amount of time
You're not seeing a field you just added
You get a "page not found" or HTTP 404 error
You receive a message saying that there was a problem
Fortunately in most cases you can simply and easily resolve the issue. We'll run through a few of the troubleshooting steps that resolve most issues.
Do a "Hard Refresh"
A hard refresh of your cache resolves most issues. From your SmartSuite browser tab on a Mac, perform a hard refresh by holding ⌘ Cmd and ⇧ Shift keys and then pressing R. If you're using Windows, press CTRL + F5 instead.
Clear Your Browser Cache
If that doesn't resolve your issue, you can try clearing your browser's entire cache. Instructions can be found at these sites for our supported browsers:
What if I Still Have Issues?
In the unusual event of a widespread outage or technical issue with the SmartSuite service itself, you can get more information at our Status Page site.
Before reaching out to support...
Here are some additional troubleshooting steps you can try:
Test the problem in a different browser to see if it occurs there too.
Use an incognito window, a private browsing window, or safe mode to check if the issue persists.
Collect the following information:
Note the browser and operating system versions you are using.
Ensure that your setup meets SmartSuite's technical requirements.
Inquire if other collaborators are also experiencing this issue, and consider involving them in your discussion with support.
Capture a screenshot of your browser's error console when the issue occurs if possible. See below for instructions on how to open the developer console and look for errors.
You can then contact us by clicking the blue circle icon in the bottom-right corner of your SmartSuite screen. Select Send us a message and one of our support staff will assist you.
Opening Your Browser's Developer Console
Bug reports are much more useful to SmartSuite developers when they are accompanied by any errors that are displayed in your browser's developer console. Don't let the term "developer" dissuade you, the process is easy and can be accomplished with hotkeys. See below for instructions for Chrome, Safari, Edge and Firefox.
Once the console is open, take a screenshot of the page including anything in the Console tab. It will look something like this:
To open your console on Chrome, you can use either F12 or access it via the GUI menu of Google Chrome. To do this, just click on the 3 dot action button in the top-right corner and go to More Tools > Developer Tools.
The Error Console on Safari is disabled by default. You'll need to perform these extra steps before being able to open it.
Go into Safari's preferences (Safari Menu > Preferences) and select the Advanced Tab. From there you'll check the box labeled "Show Develop menu in menu bar".
To open your console on Edge, you can use either Ctrl+Shift+I or access it via the GUI menu of Edge. To do this, just click on the 3 dot action button in the top-right corner and go to More Tools > Developer Tools.
To open your console on Firefox, you can use either Ctrl+Shift+J (Cmd+Shift+J on Mac) or access it via the GUI menu of Firefox. To do this, just click on the 3 line action button in the top-right corner and go to More Tools > Browser Console.
Firefox is slightly unique compared to the other three major browsers in that it opens its console in a new window.