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Preserve work before troubleshooting

If you have unsaved text or form changes, copy the work to a safe local note before refreshing. A browser refresh can resolve a temporary loading issue but may discard changes that were not saved.

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Determine the scope

Check whether the problem affects one record, one feature, or the whole dashboard. Open a different non-sensitive record or another page in the same workspace. This helps distinguish a case-specific data issue from a browser, connection, or service problem.

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Safe first checks

  1. Refresh the page after preserving unsaved work.
  2. Confirm the connection is stable.
  3. Retry in an up-to-date Chrome window or a private window if browser extensions may interfere.
  4. Disable only extensions that could affect forms, downloads, or portal autofill; keep required VisaFlo extensions enabled when testing their workflow.
  5. Check whether the action completed in the underlying record before clicking it again.

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File and download problems

If a file does not open or download, check that the file appears in the correct case folder and that the browser permits downloads or popups. For a large archive, wait for preparation to finish before requesting another download. Do not upload a duplicate file before confirming the original is not already present.

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Report a reproducible issue

Include the page URL or route, case ID when relevant, exact action, visible error, browser and operating-system version, approximate time, and whether it occurs in another private browser session. A short screen recording can help, but remove or obscure unnecessary client information before sharing it. If the failure blocks an urgent filing, preserve the source data and use the firm’s approved manual fallback while support investigates.