A page, download or report will not load

Do a hard refresh (Ctrl, Shift and R together) and try again. A stale browser cache after a platform change is the most common cause by a wide margin. If that does not fix it, tell support which page and which point, and ask them to send the report while they investigate.

What you will see

• An error when opening a specific measurement point.
• The download dialogue spinning forever, or the meter list refusing to populate.
• "This site does not have this file ready" on a data download.
• A page that opens for a colleague and errors for you.
• A report that errors across several of your client sites at once.

What to do

1. Hard refresh. Ctrl, Shift and R together. This alone resolves a large share of these.
2. Try Chrome. Some report generation behaves better there, and it is the browser support will ask you to try.
3. Check whether a colleague sees the same thing. If they do not, it is your session or your access. See I can log in but I cannot see my site.
4. If it errors across several unrelated sites, treat it as platform-wide rather than something about your account, and say so when you report it. That framing gets it to the right person faster.
5. Ask for the report by email. Support can pull it from their side and send it while the underlying problem is looked at. Do not wait on a fix if you have a deadline.

Good to know

• Occasionally the answer really is that there was a platform issue for a few hours and it has been fixed. Support will tell you if so.
• Some defects are known, already fixed in development, and deliberately held back until the next release. Where that is the case support will say so and tell you whether the underlying numbers are affected. A cosmetic defect does not mean your data is wrong.
• The portable document format export has had a rendering defect where the donut chart is missing while the rest of the document is intact. If you forward these reports to tenants, ask support for the figures or for the report to be emailed directly.

Still stuck

Email support@augos.io with: the page name, the point path, the period, a screenshot of the error, and your browser. Say whether a hard refresh was tried.