The platform runs in your browser. A few things on your side decide how smoothly it runs: the browser version, your connection and the files you upload. This article lists what the platform does on its own and what you can check.
Supported browsers
The platform is built for current browsers. The minimum versions are Chrome 87, Edge 88, Firefox 78 and Safari 14. Older versions are not supported: most pages of the admin and the member area do not open in them, so update your browser or switch to one of these.
After an update
When a new version of the platform goes live, your next click loads the complete page fresh instead of only its content. You do not need to clear your cache for that. If part of a page fails to load during that moment, the browser tries again three times on its own.
Your browser keeps a copy of the platform's program files so pages open faster. Every version has its own file names, so an old copy is never used for a new version.
Lost connection
When your connection drops and you open or reload a page, you see "You're offline" instead of a browser error, provided you have used the platform in this browser before. Check your network and reload the page once you are back online.
When a page shows "Something went wrong"
If a page breaks, you see Something went wrong with a short reference that starts with ERR. The error is logged automatically, together with that reference.
- In the admin and the member area, Back to Dashboard takes you to your dashboard. On other pages, Reload page loads the page again.
- In the admin, Contact support opens an email to support with the page address, the time and the reference already filled in.
Quote the reference when you write to support. It lets the team find the exact error. See Contacting support.
Translation in the browser
Page translation built into your browser does not stop the platform from working. For an interface in your language, pick it under Language in your account menu, or under Language in Profile Information in your profile. The page reloads in the new language after the change. The profile offers the languages your workspace supports. You choose them under Settings > General > Supported Languages. See Languages and localization.
When an upload stalls
The Media Library checks every file on the server. An upload is refused in these cases:
- The file is too large. Files up to 100 MB can be uploaded. The limit does not apply to videos, see below.
- The file type is not allowed. Allowed are common image, audio, video, document and archive formats, for example JPG, PNG, GIF, WebP, MP3, MP4, MOV, PDF, Word, Excel, PowerPoint, CSV and ZIP. When the library is opened to pick an image, it offers JPG, PNG and GIF.
- An iPhone photo cannot be converted. HEIC and HEIF photos are converted to JPG. If that fails, upload the photo as JPG or PNG instead.
- Your storage is full. Your plan includes a set amount of storage. The Storage box in the Media Library shows how much of it you use. Delete files you no longer need, or upgrade under Settings > Billing.
Uploading videos
Videos go from your browser straight to the video hosting, without passing through the platform server. Keep the tab open until the upload has finished.
Short interruptions are no problem: the upload retries on its own, with growing pauses of up to one minute.
After the upload, the video is processed. The library shows the progress in percent until the video is ready to play.