From 9c0a1ce3d2e0336e91a8a76a11c99be9aa837f99 Mon Sep 17 00:00:00 2001 From: Stephanie Elliott <31225194+stephanieelliott@users.noreply.github.com> Date: Thu, 20 Mar 2025 13:49:48 -1000 Subject: [PATCH] Update General-product-troubleshooting.md --- .../General-product-troubleshooting.md | 115 ++++++++++++------ 1 file changed, 79 insertions(+), 36 deletions(-) diff --git a/docs/articles/expensify-classic/settings/General-product-troubleshooting.md b/docs/articles/expensify-classic/settings/General-product-troubleshooting.md index 9fe6d65e319b..1cd07ac4d68a 100644 --- a/docs/articles/expensify-classic/settings/General-product-troubleshooting.md +++ b/docs/articles/expensify-classic/settings/General-product-troubleshooting.md @@ -1,58 +1,101 @@ --- -title: General Product Troubleshooting -description: How to troubleshoot a website issue. +title: general-product-troubleshooting.md +description: Learn how to troubleshoot common Expensify issues, including login problems, error messages, and performance concerns. +keywords: login issues, error messages, troubleshooting, browser issues, report errors, Expensify support --- -# Issues with a Specific Feature +# General Product Troubleshooting -If you're experiencing issues with a specific feature, refer to the corresponding section of the help docs for detailed explanations of common errors and troubleshooting steps. If you cannot find an answer, reach out to **Concierge** via in-product chat or email us at **concierge@expensify.com**. +If you’re encountering an issue in Expensify, these troubleshooting steps will help you solve it. -# Troubleshooting Local Issues +--- + +## Common Issues & Solutions + +## Can't Log In? -Is your webpage not loading? Try these steps: +If you're having trouble accessing your account, try the following: -- Click [here](https://www.expensify.com/signout.php?clean=true) to force a clean sign-out from the site. This removes any stale data that may cause issues. -- Clear your browser's **cookies and cache**. -- Open an **Incognito** or **Private browsing** window. -- Try using a **different browser**. +- **Check your internet connection** – Ensure you're connected to a stable network. +- **Force a clean sign-out** – [Click here](https://www.expensify.com/signout.php?clean=true) to force a clean sign out, then try signing in again. +- **Try a different browser or device** – See if the issue persists elsewhere. +- **Troubleshoot Magic Code issues** – If you're not receiving the Magic Code, refer to the [email troubleshooting guide](https://help.expensify.com/articles/expensify-classic/settings/Email-Notifications). +- **Troubleshoot 2FA issues** – If you're having trouble with Two-Factor Authentication, check the [2FA troubleshooting guide](https://help.expensify.com/articles/expensify-classic/settings/Two-Factor-Authentication). -# JavaScript Console +**Still having trouble?** Reach out to Concierge and provide the details of the issue you are experiencing. -A developer console logs information about backend operations on websites and applications. This information helps developers diagnose issues. +--- + +## Seeing an Error Message? -If you've been asked to provide a screenshot of your developer console, follow the instructions below based on your browser. +If you encounter a generic or "Oops!" error, try these steps: -## Chrome +- **Open an Incognito/Private Browsing window** and attempt the action again. +- **Clear your browser’s cache and cookies** – Follow these guides for [Chrome](https://support.google.com/chrome/answer/2392709), [Firefox](https://support.mozilla.org/en-US/kb/how-clear-firefox-cache), or [Edge](https://support.microsoft.com/en-us/microsoft-edge/view-cookies-in-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09). +- **Switch browsers or devices** – Determine if the issue is browser-specific. -- **Keyboard Shortcut**: - - **Mac**: Cmd + Option + J - - **Windows**: Ctrl + Shift + J -- **From the Menu**: View > Developer > JavaScript Console +**Still experiencing the error?** Take a screenshot and contact Concierge with the details. -## Firefox +--- -- **Keyboard Shortcut**: - - **Mac**: Cmd + Option + K - - **Windows**: Ctrl + Shift + J -- **From the Menu**: Menu Bar > More Tools > Web Developer Tools > Console tab +## Issues with Transactions, Reports, or Receipts? -## Safari +If you’re encountering problems such as missing transactions, report submission failures, or receipt upload issues, try these: -Before opening the console, enable it in Safari: +- **Refresh the page** – Use `Ctrl + R` (Windows) or `Cmd + R` (Mac). +- **Check your bank/card connection** – Navigate to `Settings > Account > Wallet` to confirm there are no connection issues. If you see an error, follow [this guide] (https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Troubleshooting-Company-Cards) to resolve it. +- **Try a different device** – If using the mobile app, switch to the web version (or vice versa). +- **Restart your device** – A reboot can resolve many common issues. -1. Click **Safari Menu** > **Settings** > **Advanced**. -2. Check **Show features for web developers**. +**Still not working?** Ensure your app or browser is updated to the latest version. -Once enabled, open the console: +--- + +## Experiencing Slow Performance or Display Issues? + +- **Disable browser extensions** – Some extensions may interfere with Expensify. +- **Try a different network** – Switch between WiFi and mobile data to test connectivity. +- **Check for Expensify outages** – Visit the [Expensify Status Page](https://status.expensify.com). + +--- -- **Keyboard Shortcut**: Cmd + Option + C -- **From the Menu**: Develop Menu > Show JavaScript Console +## Next Steps if the Issue Persists -## Microsoft Edge +If troubleshooting hasn’t resolved the issue: -- **Keyboard Shortcut**: - - **Mac**: Cmd + Option + J - - **Windows**: Ctrl + Shift + J -- **From the Menu**: Right-click a webpage > Inspect > Console +1. **Check the Expensify Status Page** to see if there’s a known outage. +2. **Gather key details:** + - The exact error message (if applicable). + - Your device and browser details (e.g., "Chrome on Windows 10" or "Expensify iOS app"). + - A screenshot of the issue (if possible). +3. **Contact Concierge** with the above details for further assistance. + +--- + +## Advanced Troubleshooting: JavaScript Console + +If a Concierge requests a screenshot of your **developer console**, follow these steps: + +### Chrome +- **Mac:** `Cmd + Option + J` +- **Windows:** `Ctrl + Shift + J` +- **Menu:** `View > Developer > JavaScript Console` + +### Firefox +- **Mac:** `Cmd + Option + K` +- **Windows:** `Ctrl + Shift + J` +- **Menu:** `Menu Bar > More Tools > Web Developer Tools > Console tab` + +### Safari +1. Go to **Safari Menu** > **Settings** > **Advanced**. +2. Enable **Show features for web developers**. +3. Open the console: `Cmd + Option + C` or **Develop Menu > Show JavaScript Console**. + +### Microsoft Edge +- **Mac:** `Cmd + Option + J` +- **Windows:** `Ctrl + Shift + J` +- **Menu:** Right-click on the page > **Inspect** > **Console**. + +--- -Following these steps will help diagnose and resolve common website issues effectively. +This guide should help resolve most common Expensify issues. If you still need assistance, reach out to **Concierge** so we can help.