Dash Troubleshooting
Find some tips on what to do if Dash isn't working as expected
Charlie Pinker avatar
Written by Charlie Pinker
Updated this week

This article offers solutions to the most common problems users sometimes experience with Dash, including:

  • Logging in (e.g. you see a spinner/loading symbol or grey screen)

  • Uploading assets

  • Downloading assets

  • Viewing public share links

  • SSL certificate errors

Follow each of the steps in this article in turn and hopefully you'll resolve the issue. You can always contact us at any time using the in-app chat if you would like our support.

1. Make sure you are using a supported browser

2. Log out of Dash and back in again

3. Try again from a private window

Most problems downloading occur from an out of date browser cache or installed browser extensions. To test for this, open a new private window (in Chrome click File > New Incognito Window). Once in the new window, log in to your Dash and try again.

⚠️ Testing in a private window helps rule out problems caused by extensions. If you have manually enabled an extension to also run in incognito, please undo this temporarily.

If this solves the problem, do the following (jump to step 3 if you still had the problem in a private window):

a) Clear your browser cache and hard reload

  • Return to the normal (non-incognito) window

  • Open the browser's developer console (on Chrome: CMD+ALT+J on Mac, CTRL+SHIFT+J on Windows)

  • Right-click the Refresh icon

  • Click "Empty cache and hard reload"

If that still doesn't work (but it did work in a private window):

b) 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.

3. Check for firewall issues

If you have a corporate firewall or VPN active on your computer, this could be blocking Dash functionality. Please check with your IT team and ask them to whitelist Dash by sending them a link to this article.

4. Get in touch

If you still have issues in a private browser window, 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?

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