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Troubleshoot before contacting support
Troubleshoot before contacting support

Something is not working in Karbon, but before contacting support, try these easy troubleshooting steps!

Erin Jamison avatar
Written by Erin Jamison
Updated over a week ago

Karbon Support are always happy to help and assist you when you are having issues with Karbon. However, there are a few things you can try first to help troubleshoot the issue and to see if any of these things may provide a quick fix for your issue.

Also if you are new to Karbon, and it's not working, make sure that your computer lives up to the system requirements for Karbon.

Note: If you contact support without doing these actions, you will be asked to perform these troubleshooting steps by a member of our support team anyway. Any information you can provide us about these troubleshooting steps before contacting support, will make it easier for our team to escalate your support query quicker.


Hard Refresh

A hard refresh forces the browser to load all fresh copies of the files from a specific page regardless of what it has in its cache. Follow these steps to do a hard refresh in your browser:


Windows: Hold down Ctrl and press F5

Mac: Hold down ⌘ Cmd and ⇧ Shift key and then press R

Mozilla Firefox

Windows: Hold down Ctrl and ⇧ Shift and then press R

Mac: Hold down ⌘ Cmd and ⇧ Shift and then press R

Internet Explorer

Hold the Ctrl key and press the F5 key


To empty the cache, you need to turn on the Develop menu. Got to Safari > Preferences…, click the Advanced tab, and check Show Develop menu in menu bar.

Hold down alt and ⌘ Cmd, and then press E to empty the cache.

Hold the ⌘ Cmd key, and press R to refresh the page.

Incognito or Private mode

If certain places in Karbon are not opening or loading, it may be affected by a specific ad-blocker you may have. To determine if this is it, try accessing that area in Incognito Mode or Private mode as ad-blockers do not work in this mode. To do this in your browsers, check the instructions found in this article.

Trying a different browser

Each browser will interpret and present a webpage in a distinctive way. That means the exact same website can look and function differently across browsers. To use different browsers you may need to download them, here are the following browsers you can download:



Clearing your cache and cookies

A cache is a reserved storage location that collects temporary data to help websites, browsers, and apps load faster and cookies are small pieces of data that helps your browser remember tiny pieces of information to help you browse in a quick and effortless way. However, sometimes it also remembers data that was temporary or is now outdated, and when that happens, it may be time to clear out your cache and cookies.


At the top right of your Chrome window, click More.

Click More tools.

At the top, choose a time range. To delete everything, select All time.

Check the boxes next to 'Cookies and other site data' and 'Cached images and files'.

Click Clear data.

Mozilla Firefox

Click the menu button and select Options.

Select the Privacy & Security panel.

In the Cookies and Site Data section, click Clear Data.

Remove the check mark in front of Cookies and Site Data.

With Cached Web Content check marked, click the Clear button.

Close the about:preferences page.

Internet Explorer

Click on the gear icon in the top right-hand corner.

Then click 'Safety'. Then choose 'Delete browsing history' .

Make sure that the 'Preserve Favorites website data' box is unchecked and that boxes 'Temporary Internet files' and 'Cookies' are checked. Then click delete.


Click on the Safari tab at the top right of your screen.

Choose Preferences from the dropdown menu.

Click the Advanced tab of the menu that pops up.

At the end of the tab, select the 'Show Develop menu in menu bar'.

Close the Preferences menu.

Click the Develop tab from the Safari menu at the top of the page.

Click 'Empty Caches' from the dropdown menu.

Sending logging information to Karbon Support

If you are having an issue with Karbon, you can choose to send your system information, which will provide our support and engineer team with extra details to help them solve your issue quicker.

How it works:

  1. To send your system information, choose this option from the Help & Feedback menu. This will start a recording of your browser session

  2. Replicate the exact issue

  3. Once the issue has been replicated, click "Still can't find what you need" to chat with a live agent

  4. Tell them the issue you encountered and also let them know that you recorded the session by sending system information

Sending screenshots to Support

When troubleshooting, it is a lot easier for us to help you if you pass along a screenshot of your issue in Karbon. If you are asked to do so, make sure you are including the URL address in the top of the screen. This URL address bar will help us find out what and where exactly in the app the issue may be. Screenshots that do not contain a URL address will not help us determine what is going on and it may therefore take our support team longer to help you.


If neither of these trouble shooting steps have helped your issue, please reach out to our support team and provide any information about the steps mentioned above.

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