This article offers solutions to the most common problems users sometimes experience with Dash.
If Dash doesn't load
If Dash doesn't load you may see:
A spinning wheel
A grey screen
If this happens, do the following:
Try on a colleague's computer -
If the colleague does not have the issue, the issue is local to your machine. Proceed to step 2.
If the colleague does have the issue, proceed to step 3.
Try in a private window - read how to do this in this article.
If this resolves the issue, go to "if Dash works in a private window" below
If this does not resolve the issue, go to step 3.
Try in a different network - e.g. log in to your Dash on your phone when connected to your mobile network, or use your personal wifi if at home. If this works, you need to ask your IT team to whitelist Dash.
If Dash works in a private window
If you've tested Dash in a private window and it works, the issue is either:
A problem with your browser's cache
An extension interfering with Dash
To fix Dash when it works in a private window
Clear your browser's cache. If that doesn't work, move on to step 2
In a normal window, disable all of your extensions, and then re-enable them one by one, re-testing Dash each time until you identify the extension that is causing the problem
If you are unable to log in
There are a few reasons why you might not be able to log in.
You are entering the wrong login details
Be sure you using the exact same email address that the original invitation was sent to
Try resetting your password by clicking "Forgot password?" link on the login screen
You are trying to log in with the wrong login method
Dash supports different login methods:
Username and password
Google
Microsoft
If you initially registered your account using Google or Microsoft ("SSO"), you will need to always use that method to login. If you would like to add a Dash-specific password so you can log in without SSO, get in touch via the in-app chat and we'll be able to help you.
Specific error messages
"This account has been deactivated"
Please see this article to learn why your account may have been deactivated.
"Your free trial period has ended"
If you see this message, it means your Dash was in a free trial state that has now expired (usually after 2 weeks). If you believe this is a mistake, or would like more time to try out Dash, just get in touch via the in-app messenger and we'll be happy to discuss extending your trial.
"We were unable to sign you in"
Please see "You are trying to log in with the wrong login method" above.
"An error occurred"
This is usually due to a firewall or other network restriction blocking Dash. Please see "How to allow Dash through your firewall".
If you still can't resolve the problem
If you still have issues having tried the steps above, then please contact us using the in-app chat or via email and we will help you resolve your issue. Please try and include, or be ready to try and obtain, the following information:
What steps do you take to reproduce the issue?
How many users are affected?
What browser/s are the affected users using?
Where are the affected users? E.g. at a particular office, or region
Are the affected users using a corporate firewall?