Before reaching out to our support team, running a quick self-diagnostic can resolve the majority of common platform issues in under two minutes, no ticket required. This guide walks you through the essential checks that help isolate root causes and dramatically speed up resolution times if escalation is needed.
Step 1: Clear Your Browser Cache
Outdated cached data is the single most common cause of UI glitches, button unresponsiveness, and display errors, especially after a platform update.
Windows / Chrome / Edge
Press Ctrl + Shift + Delselect All Time for the time range, check Cached images and files and Cookies, then click Clear data.
Mac / Safari
Press Cmd + Shift + Delor go to Safari > Clear History and choose All History.
Hard Refresh
After clearing, do a hard refresh with Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force the browser to reload fresh assets from the server.
Step 2: Test in Incognito / Private Mode
Browser extensions, such as ad blockers, VPN clients, and privacy shields, can silently interfere with platform scripts. Incognito mode disables all extensions by default.
- Open a new Incognito window (Chrome:
Ctrl/Cmd + Shift + N) or a Private window (Firefox/Safari:Ctrl/Cmd + Shift + P). - Log into your Scotify Solutions account and attempt to reproduce the issue.
- If the feature works correctly in Incognito, the culprit is a browser extension. Disable extensions one by one to identify which one is conflicting.
Step 3: Verify Your Internet Connection
Real-time dashboards, automation builders, and the dialer rely on continuous WebSocket connections. An unstable connection can cause data to fail to load or actions to time out silently.
| Connection Type | Minimum Requirement | Recommendation |
|---|---|---|
| Download Speed | 15 Mbps | 50+ Mbps (Fiber/Broadband) |
| Connection Type | Wi-Fi | Wired Ethernet or 5GHz Wi-Fi |
| Mobile Data | 4G LTE | Avoid for critical workflow tasks |
Step 4: Try a Different Browser
If the issue persists in Incognito mode, try switching to a different fully supported browser to rule out browser-specific rendering bugs.
Google Chrome
Fully SupportedMicrosoft Edge
Fully SupportedApple Safari
SupportedStep 5: Log Out and Log Back In
Expired or corrupted session tokens can cause authentication-related errors, blank screens, or features that appear locked. A clean re-login forces the server to issue a fresh session.
- Click your profile avatar or initials in the bottom-left corner of your sidebar.
- Select Log Out from the dropdown.
- Close all browser tabs running Scotify Solutions.
- Reopen the browser, navigate to your login portal, and sign back in.
⚡ If None of These Steps Resolve the Issue
Please gather the following information before contacting support. it will significantly speed up our engineering team's investigation:
- • The exact URL where the error occurred.
- • A step-by-step description of what you did before the issue appeared.
- • A screenshot or Loom screen recording showing the error with the URL bar visible.
- • Your browser name and version (found under Help > About).
Send all of this to info@scotifysolutions.com and our team will get back to you promptly.
Troubleshooting & FAQ
- I've tried all these steps and the issue still isn't fixed. What next?Email our support desk at info@scotifysolutions.com with your diagnostic details. The more context you provide upfront (steps, screenshots, URL), the faster our team can isolate and resolve the issue without needing to ask follow-up questions.
- How do I know if there is a platform-wide outage causing the problem?If multiple features are failing simultaneously or you cannot log in at all, it may be a platform-level incident. Contact our support team at info@scotifysolutions.com and we will confirm whether a known incident is active and provide an estimated resolution timeline.
- Does clearing my cache delete my saved passwords or account data?Clearing your cache and cookies will log you out of websites and remove stored session data, but it will not delete your Scotify account data, CRM records, or workflow configurations, those are stored securely on our servers, not your local browser.