Basic troubleshooting

Sometimes things don't work as expected: pages don't load correctly, buttons don't respond, or the app behaves strangely.
Before escalating an issue to our Support team, we strongly recommend trying this basic troubleshooting step: clearing the site data from your browser.

This helps resolve many issues related to cached files and outdated local data.

📝 Note: These steps do not help if you are experiencing slowness or performance issues in the app. In those cases, use https://edge.commslayer.com/ instead. If it's still slow, please contact our Support team directly.

How to clear site data (recommended first step)#

These steps are shown using a typical browser like Chrome or other Chromium-based browsers.

1. Open the web app in your browser.

2. Right-click anywhere on the page.

3. Click on Inspect - This will open the Developer Tools panel, usually on the right or bottom of your screen.

4. In the Developer Tools panel, look at the top bar of tabs (e.g. Elements, Console, Network, etc.).
   Click on the » arrows (chevrons) next to Elements to reveal more tabs.

5. Select the Application tab.

6. In the left sidebar, find the Storage section and click on Clear site data.

7. Click the Clear site data button.

8. Once completed, refresh the page (or close and reopen the tab).

What happens when you clear site data?#

Clearing site data may:

• Log you out of the app (you may need to sign in again)

• Remove some locally stored preferences or cached resources

• Force the app to reload fresh data, which often resolves display or loading issues

Conversations not loading?#

In a couple of countries like the Philippines, conversations in Commslayer may take a bit longer to load and in some cases not load at all. When this happens, we suggest 2 things:

• Getting a VPN: this would be the most longer term solution since you only have to set up once.

• Flushing socket pools in Chrome and restarting your computer: copy pasting the following URL in Chrome to open settings and click "Flush sockets pools" chrome://net-internals/#sockets.

  

If you are experiencing slowness, use https://edge.commslayer.com/ instead. If it's still slow, please record your network logs:

Here's how to do it:

Get net export#

1. Leave your Commslayer tab open. In a new tab, go to chrome://net-export/ (copy paste to Chrome's URL bar)

2. Leave all options as their defaults and click "Start Logging to Disk" button

   

3. A save dialog will appear, choose a location where you want .json file to be saved

   

4. Switch back to your Commslayer tab, refresh the page and do the exact action that feels slow (load the inbox, open a conversation, send a message, etc.)

5. Switch back to the net-export tab and click on "Stop Logging" button.

   

6. Click on "Show File" button to quickly open the folder where .json file is saved

   

7. Briefly describe what was slow and what you were trying to do, and send us the .json file in the chat inside the app. If you already have a support conversation open, add it there. The chat takes files up to 40 MB, so zip the file if it's larger.

Get HAR file#

1. Right click in your browser while using the app and click Inspect element

2. Go to the Network tab

3. Check 'Preserve log'

4. Browse and use the app until you experience it being slow again

5. Go back to the Network tab and click 'Export HAR'. Zip the file and send it to us in the chat inside the app. If you already have a support conversation open, add it there.

When to contact Support#

You should contact Support if:

• The issue persists after clearing site data and refreshing the page, or

• You are experiencing slowness/performance issues in the app (in this case, you can skip this troubleshooting step and reach out directly).

When contacting Support, please:

1. Include a short description of the problem.

2. Add screenshots if possible.

3. Mention whether you already tried clearing site data.

This helps us investigate faster and provide a more accurate solution.