How can I troubleshoot an issue with the Procore Web Application?

Browser Troubleshooting

To determine whether or not an issue you experience in Procore is caused by a factor involving your internet browser, try the following:

• Log in to Procore using a different browser to see if the issue persists. You can also try to replicate the issue in an incognito or private tab of the same browser. If the issue does NOT persist in another browser or incognito window, it's likely the issue is caused by a factor involving your browser.
  • Common actions to resolve an issue with Procore caused by a factor involving your web browser include:
    • Clearing browser cache. Caching is a method browsers use to save data from pages you load to help them load more quickly when revisited. Occasionally, your cache can become too full, or flawed data might be saved, resulting in errors. When you clear your browser's cache, make sure to do so for the appropriate time frame. To address cached data that can be the cause of an error, it's best to clear cache and cookies for all time, instead of a shorter time frame. Follow your browser's documentation to learn how to clear cache and cookies in a specific browser.
      Notes: 
      • When clearing cache, make sure you're aware of the types of data selected for clearing. You may see the option to clear saved username and password data, for example, which you probably won't want to clear. To resolve issues with Procore caused by caching, you'll want to clear the data types 'cache' and 'cookies'. Clearing other types of data, like saved passwords, is NOT necessary.
      • Clearing your browser's cache will likely log you out of any applications you might have open in other tabs. Make sure to save your work before taking this step and be prepared to log back in to any applications you had open.
    • Clearing local storage. This is a page- or application-specific way to clear cached data. If you experience an issue on only one page in Procore, and that issue does not persist as you navigate through the platform, or across other applications in your browser, clearing local storage is a good option to resolve the issue without ending your login sessions for applications open in other tabs. View your browser's documentation to learn how to clear local storage for a page or application. As with clearing cache, be cautious to check only the boxes for the types of data you want to clear. Data types other than cache or cookies do not need to be cleared to troubleshoot an issue with the Procore web application.
    • Disabling browser extensions. Sometimes an extension you install to your browser can negatively impact the function of some websites or applications. To find out if a browser extension is causing an error you're experiencing, toggle your extensions off and see if the issue persists.

Network and Device Troubleshooting

To determine whether or not an issue you experience in Procore is the result of a factor involving your computer, your company's network, or network settings, try the following:

• Try a different device. If you're working on a company-issued device, you might try to see if the same issue persists when using a different computer.
• Try on mobile. If another computer is not available to you, you can try to replicate the issue using a browser on your mobile device. Using Procore's web application from a mobile browser is generally discouraged, but this can be a helpful tool to determine if the issue you're experiencing is device-specific.
• Try using a different internet connection. To rule out issues associated with settings specific to your company's wifi network or VPN, try connecting to a different network.

If the issue doesn't persist when trying on a different device, on mobile, or using a different internet connection, it's likely the issue is caused by a factor specific to your device or your company's network. Contact your IT team or the appropriate internal company resource for assistance with an issue with your device or network. If you are responsible for managing your company's network, make sure the necessary domains are added to your network's allowed list to ensure proper function of Procore. See Which domains do we add to our network's 'Allowed List' to ensure access to Procore?

Important! Be sure to adhere to your company's guidelines when thinking about accessing business applications from a personal device, or connecting to a network other than your company's approved network.