🔍 Overview
If you are experiencing a persistent issue in Search Atlas — something that keeps coming back no matter what you try — this guide will walk you through the most effective troubleshooting steps. Following these steps in order resolves the majority of recurring technical problems without needing to contact support.
⚙️ Step 1: Perform a Hard Refresh
Cached browser data is one of the most common causes of persistent platform issues. A hard refresh forces your browser to reload all files fresh from the server.
- Windows / Linux: Press Ctrl + Shift + R
- Mac: Press Cmd + Shift + R
After the refresh, check whether the issue still occurs before moving to the next step.
🧹 Step 2: Clear Browser Cache and Cookies
If a hard refresh does not help, clearing your full browser cache and cookies will remove any corrupted or outdated stored data that may be interfering with the platform.
- Open your browser settings.
- Navigate to Privacy and Security (or equivalent).
- Select Clear browsing data.
- Check Cached images and files and Cookies and other site data.
- Set the time range to All time.
- Click Clear data, then reload Search Atlas.
🌐 Step 3: Try a Different Browser or Incognito Mode
Browser extensions, settings, or profiles can sometimes conflict with platform functionality. Testing in a clean environment quickly confirms whether your browser is the source of the problem.
- Open a private or incognito window in your current browser and log in to Search Atlas.
- Alternatively, try a different browser entirely (for example, switch from Chrome to Firefox or Edge).
If the issue disappears in a clean environment, a browser extension is likely the cause. Try disabling extensions one at a time to identify the culprit.
🔌 Step 4: Check Your Internet Connection
An unstable or slow connection can cause features to load incorrectly, time out, or behave unpredictably in ways that appear to be platform bugs.
- Run a speed test at a site like fast.com to confirm your connection is stable.
- If you are on Wi-Fi, try switching to a wired connection.
- Restart your router if speeds are unusually low.
🚀 Step 5: Identify the Specific Feature or Page
Narrowing down exactly where the issue occurs makes it much faster to resolve — both on your own and with our support team. Before escalating, try to note the following:
- Which feature or tool is affected (for example, a specific tool or page within Search Atlas).
- What action triggers the problem (clicking a button, loading a page, saving a setting).
- How often it occurs and whether it happens consistently or intermittently.
- Any error messages displayed — copy the exact wording if possible.
- Your browser name and version, and whether you have already tried the steps above.
Having this information ready will significantly speed up resolution if you need to contact support.
📞 Still Experiencing the Issue?
If the steps above have not resolved your problem, our support team can investigate further. Please have the following ready when you reach out: the feature or page affected, the exact error message (if any), the steps you have already tried, and the browser and device you are using.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.