Desktop - Troubleshooting Issues

Issue (symptom, problem, or question

"

I just did the most recent update to the app and it works worst than ever. It’s still really slow to respond to touch and sometimes it gets stuck, where I can’t move around in the app.

Is there something I can do to improve the app?"

1. Need to know if they are on a desktop

2. what browser they are using, and what type of computer

3. a screenshot of the error 

First Reply:

Thank you so much for the information. I'm sorry you're experiencing these issues and will do my best to help troubleshoot them for you. In order to proceed, I will need to know a few things. Can you please let me know if you are using a mac or a pc, and what specific browser you are using? Also, if possible, can you please try to provide a screenshot or a screen recording of the issue you are facing?

Learn how to take a screenshot:

For Mac

For PC

Please let me know if you have any further issues. 

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If the issue is indeed a bug

Hi, [client]

Thank you for the additional information about the issue you are experiencing. We have run additional testing and it looks like there are some issues [issue]. Our engineering team is aware of this and we have created a bug ticket to track this. We will keep this ticket open while we work on a fix. We will reach out to you as soon as we have an update.

Please let us know if you have any additional questions or concerns at this time

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