Common Dashboard Issues

Loading and Access Issues

Dashboard Won't Load / Blank Screen

Symptoms: Dashboard appears blank, infinite loading, or error message

Solutions:

Check internet connection
- Verify you're online
- Try loading another website
- Switch to different network if available
Clear browser cache
- Chrome: Settings > Privacy > Clear browsing data
- Select "Cached images and files"
- Clear and reload dashboard
Try different browser
- Switch from Chrome to Firefox or vice versa
- Update browser to latest version
Disable browser extensions
- Ad blockers or privacy extensions may interfere
- Temporarily disable and reload
Check Catchlight status
- May be planned maintenance
- Contact support for system status

"Session Expired" or Login Loop

Symptoms: Keeps asking to log in, session expires immediately

Solutions:

Clear cookies
- Settings > Privacy > Clear cookies
- Log in again
Check browser settings
- Enable cookies (required for login)
- Allow third-party cookies if needed
Verify credentials
- Ensure correct username/password
- Check Caps Lock
- Try password reset if uncertain
Try incognito/private window
- Rules out extension interference

Slow Performance / Freezing

Symptoms: Dashboard loads very slowly, freezes, becomes unresponsive

Solutions:

Close other tabs and applications
- Free up system memory
- Close unnecessary programs
Apply filters before loading
- Reduce data volume being processed
- Filter by date range, segment, or geography
Clear browser cache
- Old cached data can cause conflicts
Check system resources
- Close memory-intensive programs
- Restart computer if needed
Use desktop, not mobile
- Heavy analysis better on desktop
- Mobile for quick checks only

See also: 7.2: Dashboard Performance Tips

Filter and Search Issues

Filters Not Working / No Results

Symptoms: Apply filter but see no results or unexpected results

Solutions:

Check for conflicting filters
- Multiple filters may create impossible combinations
- Example: Age = 25-30 AND Medicare Eligible = Yes (impossible)
- Remove one filter at a time to identify conflict
Verify filter logic
- AND (must meet all criteria) vs. OR (meets any criteria)
- Narrow filters produce fewer results
Clear all filters and start over
- Click "Clear All Filters"
- Apply filters one at a time
- Verify results after each filter
Check for typos
- Spelling errors in text searches
- Extra spaces
Verify data exists
- Filter may be correct, but no contacts match criteria
- Try broader filter to confirm data exists

Can't Save Filter / Saved Filter Not Loading

Symptoms: Save filter button doesn't work, saved filter disappears

Solutions:

Name the filter
- Some systems require a name to save
- Use descriptive names
Check permissions
- May need admin rights to save certain filters
- Contact administrator
Browser cookie/local storage issue
- Clear cache and cookies
- Re-save filter
Try saving in different browser
- May be browser-specific issue

Export and Download Issues

Export Fails / Download Doesn't Start

Symptoms: Click export, nothing happens, or error message appears

Solutions:

Check pop-up blocker
- Browser may be blocking download
- Allow pop-ups for Catchlight domain
- Look for blocked pop-up notification in address bar
Try different export format
- If Excel fails, try CSV
- If PDF fails, try Excel
Reduce export size
- Apply filters to limit records
- Shorten date range
- Select specific columns instead of "all fields"
Check disk space
- Ensure computer has available storage
- Free up space if needed
Wait for processing
- Large exports take time
- Don't click multiple times
- Watch for progress indicator
Try again later
- System may be experiencing high load

Export File Won't Open / Corrupted

Symptoms: Downloaded file won't open, shows error, or displays garbage characters

Solutions:

Ensure complete download
- Check file size (should be substantial if large export)
- Re-download if file seems too small
Use appropriate application
- CSV: Excel, Google Sheets, or text editor
- XLSX: Excel or Google Sheets
- PDF: Adobe Reader or browser
Check file extension
- Ensure file has correct extension (.csv, .xlsx, .pdf)
- Manually add extension if missing
Re-export
- Original export may have failed
- Try again with smaller dataset

Display and Visualization Issues

Charts Not Displaying / Broken Visuals

Symptoms: Charts show as blank, error icons, or distorted graphics

Solutions:

Refresh the page
- Simple refresh often fixes display glitches
- Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
Check JavaScript
- Ensure JavaScript is enabled in browser
- Required for interactive charts
Update browser
- Outdated browsers may not support modern charts
- Update to latest version
Try different browser
- May be browser compatibility issue
Verify data exists
- Chart may be blank because no data matches criteria
- Apply different filters

Dashboard Layout Broken / Misaligned

Symptoms: Elements overlapping, text cut off, buttons in wrong places

Solutions:

Zoom level
- Reset browser zoom to 100%
- Ctrl+0 (Windows) or Cmd+0 (Mac)
Clear cache
- Old CSS may be cached
- Clear and reload
Check screen resolution
- Some layouts optimized for specific resolutions
- Try full-screen mode
- Resize browser window
Disable browser extensions
- Some extensions modify page layouts
- Disable and reload

Missing Data / Fields Empty

Symptoms: Expected data not showing, fields blank for all contacts

See dedicated article: 8.2: Understanding Empty Data Fields

Quick check:

Is enrichment complete? (Check Enrichment Status)
Is filter excluding data?
Is data simply not available for this person?

Data Sync and Update Issues

New Contacts Not Appearing

Symptoms: Uploaded contacts not showing in dashboard

Solutions:

Check upload status
- Was upload successful?
- Look for confirmation message
- Check error log if provided
Wait for processing
- Uploads may take time to process
- Typically 1-24 hours
- Check back later
Verify file format
- Ensure CSV was properly formatted
- Required fields included
- No formatting errors
Check for duplicates
- System may have merged with existing records
- Search for contact by name or email
Refresh dashboard
- May need manual refresh to see new data

Data Not Updating / Showing Old Information

Symptoms: Recent changes not reflected, stale data

Solutions:

Force refresh
- Click refresh button (if available)
- Hard refresh browser (Ctrl+F5 or Cmd+Shift+R)
Check last updated timestamp
- Data may update on schedule (daily, weekly)
- Verify last update time
Verify sync schedule
- CRM integrations may sync on schedule
- Manual syncs may be required
Request manual refresh
- Contact support for priority refresh if urgent

Permission and Access Issues

"Access Denied" or "Permission Error"

Symptoms: Can't access certain features, reports, or data

Solutions:

Verify account permissions
- Check with administrator
- You may not have rights to specific features
Check subscription tier
- Some features require higher subscription level
- Contact sales about upgrade
Re-login
- Session may have permission issues
- Log out and log back in
Contact administrator
- May need to be added to specific groups or roles

Mobile App Issues

Mobile App Not Working Properly

Symptoms: App crashes, features missing, or poor performance

Solutions:

Update app
- Check App Store / Play Store for updates
- Install latest version
Restart app
- Close completely and reopen
- Force quit if needed
Restart device
- Clears memory and background processes
Reinstall app
- Delete and reinstall
- Log back in
Use mobile web instead
- Access dashboard via mobile browser
- May be more stable than app