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

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Background

When using the Procore web application, you might occasionally encounter an error. These issues are often related to your web browser or network configuration and can be resolved with these troubleshooting steps.

Answer

Before trying specific fixes, your first goal is to determine the source of the issue:

Step 1: Isolate the Problem

Perform this quick diagnostic to guide you to the correct set of solutions:

  • Try a different web browser (e.g., if you use Chrome, try Firefox or Edge).
    OR
  • Open the page in an incognito or private window in your current browser.

Analyze the Result

  • If the issue does NOT happen in a different browser or incognito window, the problem is likely with your primary browser's settings. Proceed to Browser Troubleshooting.

  • If the issue DOES still happen, the problem is more likely related to your device or network. Proceed to Network and Device Troubleshooting.

Browser Troubleshooting

Perform these steps if the issue was resolved by switching browsers or using an incognito window. We recommend trying them in order.

  1. Clear Local Storage (for single-page issues)
    • What it is: A way to clear cached data for a single page without logging you out of other websites.
    • When to use it: This is the best first step if the error only occurs on one specific page in Procore.
    • How to do it: Follow your browser's documentation to clear local storage for a specific site. You only need to clear data types related to 'cache' or 'cookies'.
  2. Clear Browser Cache and Cookies
    • What it is: Caching helps pages load faster, but old or corrupt data can cause errors. Clearing it gives you a fresh start.
    • How to do it:
      • In your browser's settings, find the option to 'Clear Browse data.'
      • For the time range, select 'All time'.
      • Check the boxes for 'Cached images and files' and 'Cookies and other site data'.
         Important
        • Avoid clearing saved passwords or form data unless you intend to.
        • This action will likely sign you out of Procore and other websites. Save any unsaved work in other browser tabs before you proceed.
  3. Disable Browser Extensions
    • What it is: Browser add-ons (extensions) can sometimes interfere with how websites function.
    • How to test: Temporarily disable all your extensions and see if the Procore issue is resolved. If it is, re-enable your extensions one by one to identify the one causing the conflict.

Network and Device Troubleshooting

Perform these steps if the issue continues to happen even in a different browser or incognito window.

 Note

Before proceeding, make sure you follow your company's guidelines regarding the use of personal devices or non-approved networks for business applications.

  1. Try a Different Internet Connection
    • Why: This helps determine if the issue is related to your company's Wi-Fi, firewall, or VPN settings.
    • How to test: If possible, switch from the company network to a different connection (e.g., a mobile hotspot) and see if the issue persists.
  1. Try a Different Device
    • Why: This helps determine if the issue is specific to your computer.
    • How to test: Try to replicate the error on a different computer or, if necessary, using a web browser on your mobile device.

Analyze the Result

Still Having Trouble? Contact Support

If you have completed all the steps above and the issue still occurs across multiple browsers, networks, and devices, please contact support@procore.com for additional assistance.