Troubleshooting local issues with Sisense

Step-by-Step Guide: 

Quick Self-Check: Is the Issue Only Happening to You?

Before diving into the details, please check the following:

• Can other users access the same page without issues?
• Does the issue only happen on one specific browser or device?
• Does the issue go away in Incognito Mode or after clearing your cache?

If yes to any of these, it's likely a local issue. Let's walk through the possible causes and solutions.

1. Browser-Specific Display Issues

Issue: A page displays incorrectly (or not at all) in one browser, but works fine in others.

This often happens due to differences in how browsers render content or due to local browser settings/extensions.

What to try:

• Switch to a different browser (e.g., Chrome, Firefox, Safari).
• Clear cache and cookies in the browser with the issue.
• Disable any extensions (especially ad blockers or script blockers).
• Test the app in Incognito/Private Mode to rule out extensions.
  
  

2. Device-Specific Problems

Issue: The app works on one device (e.g., your work computer) but not another (e.g., your home PC or a colleague's machine).

This usually means there's a local issue on the device where the app isn't working. The browser may be misconfigured, outdated, or have extensions/settings interfering with the app.

What to try:

• Make sure the browser is up to date on the affected device.
• Clear the browser's cache and cookies.
• Try using the app in Incognito/Private Mode to rule out extensions or stored data.
• Disable any browser extensions and reload the app.
• Try a different browser (e.g., switch from Chrome to Firefox).
• Check if any antivirus or firewall software is blocking parts of the app.

3. Outdated or Unsupported Browser

Issue: The app layout looks broken, or certain features don't load.

Older browsers may not support the technologies used by modern web apps.

What to try:

• Update your browser to the latest version.
• Use a supported browser: Chrome, Firefox, Safari, or Edge.
• Avoid using Internet Explorer or other legacy browsers.

4. Corrupted Cache or Cookies

Issue: Pages load partially, keep logging you out, or behave unpredictably.

Over time, cached files or cookies can become outdated or corrupt.

What to try:

• Clear your browser's cache and cookies.
• Restart your browser after clearing.
  
  

5. Browser Extensions Interfering

Issue: Certain buttons or features don't work, or you see unexpected behavior.

Extensions like ad blockers or script filters can block critical parts of the app.

What to try:

• Disable all browser extensions, then reload the page.
• Try accessing the app in Incognito Mode.
  
  

6. Network Issues or VPNs

Issue: The app fails to load, or some content (e.g., images, scripts) is missing.

This may be caused by a weak internet connection, VPN interference, or firewall settings.

What to try:

• Try switching to another Wi-Fi network or using mobile data.
• Disable VPNs or proxies temporarily.
• Restart your router or modem.
  
  

Conclusion: 

Before Contacting Support: Run Through This Checklist

• Refresh the page (Ctrl + F5)
• Try in Incognito/Private Mode
• Clear browser cache and cookies
• Disable all browser extensions
• Use a different browser
• Switch devices or networks
• Disable VPN or proxy
• Restart your device
  
  

Still Stuck?

If none of the steps above help, please contact our support team with:

• The URL of the page or the name of a feature that's not working
• What browser and device you're using
• Whether you've tried the steps in this guide
• Screenshots or screen recordings, if possible
• .HAR file recorded during the issue. Please check out this guide for detailed instructions.
  
  

We're happy to assist!