Troubleshooting browser issues

If you encounter loading issues in the PocketSmith web app, such as a page not loading, or page changes not updating, these may be caused by your internet browser or a browser extension. Below, we'll cover some troubleshooting steps you can try which may help to resolve or pinpoint the issue 💻 🔍
We also cover how to quickly resolve a known issue when using Chrome on Windows NT where pop-ups don't show, and you're unable to drag-and-drop categories 🔧
For issues related to bank feeds, please check out our user guide here:  Current bank feed issues
In this guide

Troubleshooting loading issues

Check if the issue is browser-specific

On occasion, internet browser issues can interfere with the PocketSmith web app, causing loading issues or prevent page changes from updating. To check if the issue you're seeing browser-specific, please try the following:

  • Log in to PocketSmith in a private window, or using a different internet browser. Does the issue still occur? 
  • If not, please try clearing your cache.

    Please note: clearing your cache may result in losing certain stored browser information such as web address predictions, shopping cart contents, etc. You will also be logged out of sites you are currently logged into.

If after clearing your cache you're still seeing the issue happen, then it may be caused by a browser extension .

Check if the issue is caused by a browser extension

We've found that some browser extensions, such as ad-blockers, can interfere and cause issues with PocketSmith. PocketSmith has no ads, but an ad-blocker can prevent some design and page elements from loading, resulting in a decreased user experience.

If you use any browser extensions, please try turning them off one at a time, until you find out which one is causing the issue. You can find more on this here: How To Disable Extensions

If the issue is caused by an ad-blocker, change the settings of the extension so that it is turned off when accessing the PocketSmith domain. 

Still not working?

If you've tried the above steps, and you're still not having any luck, please get in touch with our Support Team with details of the original issue (with screenshots, if possible), and what troubleshooting steps you've tried so far. We will get back to you as soon as possible!


Transaction editing slow when viewing 200 entries

If you've been viewing a large number of transactions per page (e.g. 200 entries) you may notice slower load times within PocketSmith.

To improve load times, try changing the number of transactions viewed per page to 100 (or less) and this should make it quicker to edit transactions.

You can find the option to adjust the number of entries in the toolbar at the top right of the Transactions page.

Whilst you're categorizing your transactions on the Transactions page, you might also find it helpful to close/hide the graph at the top, as, depending on the period selected on the graph, this can cause PocketSmith to take a little longer then usual to load - you can hide the graph by clicking the X in the top right corner of the graph panel/section.


Unable to drag-and-drop categories/transaction pop-up not showing when using Chrome on Windows NT

If you're using Google Chrome on a Windows-based touchscreen computer, you may find that you're unable to drag-and-drop categories when using a mouse, and can only drag-and-drop categories when using a touchscreen.

In addition to this, the transaction pop-up may not show when clicking on a category on the Dashboard 'Earning and spending' chart, or your 'actuals totals' on reports such as the Income & Expense Statement. 

For an example of what the transaction pop-up should look like, see below:

To fix this issue, you need to disable touch events in Chrome.

Disabling touch events in Chrome

1
Type  chrome://flags in the Chrome address bar and press enter
2
Locate Touch events
If you're having trouble finding this, you can try searching the page using Ctrl + F 
3
Change the option to  Disabled
You will now be able to drag-and-drop categories with the mouse, and the transactions pop-up will show.

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