Having any trouble? This article reviews some basic troubleshooting tips for data display issues, as well as how to take and send in screenshots to Support for further assistance.
How to resolve browser issuesHow to take a screenshot
How to Resolve Browser Issues
InnoVint is a cloud-based software. For various reasons, data may not display as expected due to how your browser stores and updates information. If you don't see something you do expect, or see something you don't expect, try these steps first!
Before you start - we'll mention again that InnoVint is optimized for the Google Chrome browser. Some issues are instantly resolved by using Chrome instead of an alternate browser that is not as well supported.
1) Complete a Hard Refresh for your Browser
Many of us already know about the refresh button on the browser. It's a button that looks like this in Chrome, but will be similar in other browsers:
This button will ask your browser to reload data from the computer's cache. This is often a quick fix when recently added tags don't display, or perhaps you recently switched into a second InnoVint account that you also have access to. An even better method is the Hard Refresh, which directs your browser to go ask the original server for fresh data.
To perform a hard refresh, follow these instructions depending on your desktop browser:
Chrome
- Windows
- Hold down Ctrl and click the Reload button.
- Alternatively, Hold down Ctrl and press F5.
- Mac
- Hold ⇧ Shift and click the Reload button.
- Alternatively, hold down ⌘ Cmd and ⇧ Shift key and then press R.
Safari
- Mac
- Press Option+⌘+E. Then, to refresh, click the refresh button on the address bar or press ⌘+R.
Mozilla Firefox
- Windows
- Hold the Ctrl key and press the F5 key.
- Alternatively, hold down Ctrl and ⇧ Shift and then press R.
- Mac
- Hold down the ⇧ Shift and click the Reload button.
- Alternatively, hold down ⌘ Cmd and ⇧ Shift and then press R.
2) Check your browser and operating system for updates
Problems can sometimes surface on older or out-of-date operating systems and browsers, which can update on different schedules. For instance, updating your Mac operating system does not mean that your Chrome browser is updated. However, updating the operating system on your iPhone WILL automatically update your Safari browser.
It's a good idea to check your browser version, and also your computer's operating system for outstanding updates on a regular basis.
3) Clearing your Cookies and Cache
If nothing else resolves your issues, you can try to clear your web browser's cookies and cache. Clearing your web browser's cache and cookies periodically can help prevent or resolve performance problems, but please keep in mind that this may remove data such as:- Saved passwords
- Address bar predictions
- Shopping cart contents, etc.
Here's how to proceed on different devices and operating systems:
Android
You should be able to clear your cache and data for most browsers from your application management settings menu:- Go to Settings and choose Apps or Application Manager.
- Swipe to the All tab.
- In the list of installed apps, find and tap your web browser.
- Tap Clear Data and then Clear Cache.
- Exit/quit all browser windows and re-open the browser.
iOS (iPhone/iPad)
This is for Safari for iOS:
- Open your Settings app.
- Tap Safari.
- Tap Clear History and Website Data and confirm.
- Exit/quit all browser windows and re-open the browser.
Desktop
Safari
- From the Safari menu, select Clear History... or Clear History and Website Data....
Select the desired time range, and then click Clear History.
Chrome
- In the browser bar, enter chrome://settings/clearBrowserData
- At the top of the "Clear browsing data" window, click Advanced.
- Select the following: Browsing history, Download history, Cookies and other site data, Cached images and files
- From the "Time range" drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select All time.
- Click Clear Data.
- Exit/quit all browser windows and re-open the browser.
- From the History menu, select Clear Recent History. If the menu bar is hidden, press Alt to make it visible.
- From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
- Click Clear Now.
- Exit/quit all browser windows and re-open the browser.
How to take a screenshot
Still having trouble? Send a screenshot of what you see to support@innovint.us. There are a lot of ways to take screenshots!
With that in mind, here are instructions on how to take a screenshot, organized by device and operating system.
iOS (iPhone, iPad)
- Open the app and go to the exact screen you want to capture (or stay on your problem screen/error message).
- Press and hold the Power button on the right side and click the Home button at the same time. For newer models of iPhones and iPads that don't have a Home button, press the Power and Volume Up button at the same time.
- On newer versions of iOS, the screenshot will appear in the bottom left of your screen. If you need to edit this screenshot, tap the photo now and you'll be able to use photo editing tools to cover up parts of the screenshot.
- The screenshot will be saved to the photo gallery on your phone. Send it as an attachment or within your email to support.
Android
- Open the app and go to the exact screen you want to capture (or stay on your problem screen/error message).
- Press the Volume Down and Power buttons at the same time, hold them for a second, and your phone will take a screenshot.
Windows (desktop app)
There are a couple of different ways to capture screenshots in Microsoft Windows. Here's two methods:
Method 1 - The Snipping Tool:
If you search your computer for "Snipping Tool", users of Windows 7 and up should be able to find this built-in application on Windows. This application saves screenshots directly to your computer, and allows you to take screenshots of part of your screen instead of the whole page. Later versions of this application also allow you to edit the screenshot before saving it to your computer, which you may find helpful.
Method 2 - Print Screen:
Press the “PrtScn” key. A screenshot of your display is now copied to the clipboard. Open an image editor like Paint, word processor, or paste this image into your email to us directly. Choose Edit > Paste, or press CTRL+V, to paste the screenshot wherever you like. If you pasted it into an image editor of some kind, you can then Save the screenshot to your computer, and then attach it to your email to us.
Mac (computer desktop/laptop)
Capture the entire screen
Press Shift-Command-3. You'll find the screenshot as a .png file on your desktop.
Capture a window
-
- Press Shift-Command-4.
- Press the Space bar. The pointer changes to a camera.
- Click a window to capture that window.
- To exclude the window's shadow from the screenshot, press and hold the Option (⌥) key while you click.
- Find the screenshot as a .png file on your desktop.
Capture a selected portion of the screen
-
- Press Shift-Command-4.
- Drag to select the area of the screen to capture. To move the entire selection, press and hold Space bar while dragging.
- After you release your mouse or trackpad button, find the screenshot as a .png file on your desktop.