🔍 Overview
If pages are failing to load, dropdowns are unresponsive, or your purchased data — such as links, reports, or project history — appears missing, this guide walks you through recommended steps to restore normal platform behaviour. These issues are generally related to platform loading problems or account data integrity and typically require our team to investigate on the backend.
⚡ Step 1: Perform a Hard Refresh and Clear Your Cache
A corrupted browser cache is a common cause of loading failures. Follow these steps before anything else:
- Force a hard refresh using your browser's keyboard shortcut for a full page reload.
- If the issue persists, open your browser settings and clear cached data and cookies for the Search Atlas domain.
- Reload the page after clearing the cache.
If you use browser extensions such as ad blockers or privacy tools, temporarily disable them — they can interfere with page loading and rendering.
🌐 Step 2: Try a Different Browser or Incognito Window
Browser-specific conflicts can prevent elements from loading correctly. To isolate the cause:
- Open Search Atlas in a private or incognito window using the same browser.
- If that works, try a different browser entirely (e.g. Chrome, Firefox, or Edge).
- If the platform loads correctly in a clean environment, the issue is browser-side and clearing your cache in Step 1 should help resolve it.
🔄 Step 3: Log Out and Log Back In
An expired or corrupted session can cause dropdowns and page sections to fail silently. To reset your session:
- Log out of your Search Atlas account.
- Wait a moment, then log back in with your credentials.
- Navigate to the affected area and check whether it now loads correctly.
📊 Step 4: Check Whether Your Purchases and Data Are Visible
If data such as links, reports, or project history appears missing after a loading problem, it may be a display issue rather than a loss of data. To check:
- Navigate directly to the relevant tool or project within the platform.
- If specific items still do not appear after following the steps above, note the affected section and contact our team (see below) — our team can investigate account data integrity on the backend.
⚙️ Step 5: Escalate to Our Team
If the steps above do not resolve the loading or data issue, our support team will need to investigate on the backend. To help us resolve this as quickly as possible, please have the following ready when you reach out:
- Your project name or the specific area of the platform affected.
- A description of what you see (e.g. blank page, unresponsive dropdown, missing data).
- Any error messages displayed, including exact wording.
- The approximate time the issue started.
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.