09 Troubleshooting
09.1 Login does not work
If the login does not work, it may be due to the reCAPTCHA or the cookie setting. The reCAPTCHA must be resolved in order for the login button to be enabled. This is a security feature that cannot be bypassed to verify that a human is entering. If you do not see the reCAPTCHA or the login page check your cookie settings. Cookies must be accepted in part to provide portal features such as keeping users logged in and user-specific settings. To accept cookies go to your browser settings and set the browser to accept cookies. If you want to use external services in the portal such as Embedded Pages or Tableau, you must also set your browser to accept third-party cookies.
09.2 Refresh page
If a portal error occurs, the last action performed should be saved first if possible. The page should then be refreshed without caching. If the dropdown menu under the account name is still accessible, the page can be refreshed via Reload. This button reloads the page without cache (note: F5 reloads with cache, this may result in incorrect displays and functions). Alternatively, if the menu is no longer available, you can refresh the page using the key combinations in the following table.
| Browser | Windows | Mac/Apple | Linux |
|---|---|---|---|
| Chrome | Ctrl + F5; Shift + F5 | Shift + Ctrl + F5 | F5 |
| Firefox | Ctrl + F5 | Apple + R; Command + R | F5 |
| Edge | Settings/ Privacy / Clear browser data | - | - |
| Safari | - | Command + R | - |
For problems that could not be solved by reloading, without cache, it can help to clear the browser data including cookies and the entire cache. This helps especially with problems that occur when creating, saving and deleting data, as these can be affected by the cache.
For example, an asset may continue to be listed under Assets after deletion because it is still stored in the cache data. If such an error occurs, the only solution is to delete the cache data.
If the error cannot be fixed, please contact the appropriate support in your user menu under contact.
09.3 Current browser version
Check if you have the latest version of the browser installed. If not, please install the latest available browser version and try again.
09.4 Data is not transferred
There can be two reasons why the data transfer is not performed:
- The page was exited too quickly before the data was completely saved.
- The save button was not pressed
If no save button is available, the changes will be saved automatically, this may take a few seconds. A green confirmation is displayed at the top to confirm the save. If saving was not possible, a red error message will appear.
09.5 Dashboard is not loaded
If no views are available, it may be because the website was accessed through an external link. In this case, you may not be logged in and trying to access the portal. Either refreshing and then logging in can help here, or logging out and back into the portal using the account name in the dropdown menu.
09.6 Automatic logout
The portal has an automatic logout feature. After an expired session, the user is redirected to the login page. This may occur if the portal does not detect any user interaction for a long period of time.
09.7 Error messages after switching browser tabs
When switching between browser tabs in which the portal is used, error messages may appear in the form of red error banners with error codes. These errors often occur when a change is made in browser tab 1, which is automatically updated there, but not in browser tab 2. In this case, browser tab 2 must be reloaded manually, ideally without cache. If reloaded with cache, errors can still occur due to not updated cache data.
09.8 Link menu does not refresh
The Linkes menu is updated only after items are created, modified or deleted on the portal. For example, if items are deleted in the GCP via the Datastore, the Links menu will not update. A workaround here is to create an item in the left menu. After reloading without cache, the left menu should be updated. Afterwards the created item can be deleted again.
09.9 Portal page reloads continuously / blinks
If the portal page reloads continuously or it looks like it is blinking and jumping, then there is a problem with cache or cookie. In this case, the portal is trying to log in and go to a specific page, but does not have permission to do so. Refresh the page without cache, see Refresh page. If this is not enough to restore normal functionality, please check the link in the URL line of your browser. This should only look like the following:
- https://{portal_name}.appspot.com
- https://{portal_name}.appspot.com/login
If there is more path behind the login, please delete it. Normally you will be redirected to the login page of the portal. If this is not the case, please delete cache and cookies of your browser. If this does not solve the problem, please contact your support.