Troubleshooting Loading Issues
If a page is not loading correctly, appears broken, or your updates aren’t saving, follow the steps below to try resolving the issue before reaching out to support.
Step 1: Perform a Hard Refresh
A hard refresh forces your browser to bypass cached files and load the most recent version of the page. This resolves many visual or update issues caused by outdated local data.
How to perform a hard refresh:
Windows (Chrome, Firefox, Edge):
Press Ctrl + F5
Or press Ctrl + Shift + R
Mac (Chrome or Firefox):
Press Command + Shift + R
Safari (Mac):
Press Command + R to reload the page
After refreshing, reload the page. If it still doesn’t load properly, continue with the next steps.
Step 2: Clear Your Browser Cache
If a hard refresh doesn’t solve the issue, manually clearing your cache can help. Cached data may be outdated or corrupted, preventing pages from displaying or updating properly.
How to clear the cache:
Chrome (Windows/Mac):
Click the three dots in the top-right corner
Go to Settings > Privacy and security > Delete browsing data
Select Cached images and files, then click Clear data
Firefox:
Click the menu in the top-right corner
Go to Settings > Privacy & Security
Scroll to Cookies and Site Data and click Clear Data
Select the time and Temporary cached files and pages, then click Clear
Edge:
Click the three dots in the top-right corner
Click on Delete browsing data and choose what to clear
Select Cached images and files, then click Clear now
Safari (Mac):
Click Safari in the top menu
Select Preferences > Advanced, and enable Show Develop menu in the menu bar
From the top menu, click Develop > Empty Caches
Then refresh the page
Once your cache is cleared, reload the page and test again.
Step 3: Use Developer Tools to Check for Errors
Your browser’s Developer Tools (DevTools or Inspector) can help identify technical issues behind the scenes.
How to open DevTools:
Right-click anywhere on the page and select Inspect
What to check:
Go to the Console tab and look for any error messages (in red)
Go to the Network tab and reload the page look for any failed requests
Take screenshots or copy any messages. This information is useful if you need to contact support. Here's a video of the process
Step 4: Try in a Different Setup
To rule out local issues with your browser, device, or connection, try the following:
Open the page in an incognito/private window
Try a different browser
Restart your internet connection
Step 5: Prepare to Contact PDM's Support
If the issue continues after trying the above steps, reach out to our support team through chat with the following:
A list of the steps you’ve already tried
Screenshots or screen recordings of the issue
Any error messages from the Console tab in DevTools
Providing these details will help us assist you faster and more effectively.