If you are having problems logging in to Dash, or log in successfully but then see the endless spinner, try the following, in order.
1. Make sure you are using a supported browser
Try to log in using one of the browsers from our supported browsers list and see if you still experience the problem.
2. Consider resetting your password
If you think you may have forgotten your password then you can send yourself a reset link by clicking the "Forgot password?" link shown on the login screen. This will send you an email with instructions on resetting your password.
3. Try logging in using your browser's private browsing mode
On Chrome, this is known as Incognito Mode, and it means you can access Dash using a completely fresh session. This helps rule out extensions, cookies or cache issues.
If you can successfully log in using a private window, then we recommend you:
Clear your browser's Dash cache - here's how
Disable browser extensions - turn off each extension one by one and repeat your download in Dash until the download works and you identify the offending extension. A good place to start is with ad blocking extensions. If you work out which extension is causing the problem then let us know as we may be able to fix the issue so you can enable the extension again.
4. Check your firewall
If you've tried all the steps above, it is possible you or your organisation are blocking access to Dash. See how to allow Dash through your firewall for information to help your IT team whitelist Dash on the network.
5. Still having problems?
If you are still having problems after trying the above steps, or if you have identified the cause of the problem but don't know what to do next, please do get in touch and we'll be happy to help troubleshoot your issue and help you resolve it.
It would be great if you could provide as much information as you can, for example:
Does the problem occur from all locations? If you can, try accessing Dash from home as well as your office, and from your mobile (while connected to mobile network rather than wi-fi). Tell us what you find. If it works in one location but not another then it's likely to be a firewall issue.
Open "developer tools" and see if you can see any obvious errors. If you can, send us a screenshot. In Chrome, right-click and choose "Inspect". Then go to the "Console" tab and click refresh in the browser to reload the page. Then do the same in the "Network" tab. Send us the text of any errors you see in either tab. If you see "connection reset" or ERR_CONNECTION_RESET errors then the problem is likely to be with your firewall.