We understand how important it is to keep your work running smoothly. If you're experiencing unexpected behavior or issues in the system, follow the steps below to resolve the problem as quickly and effectively as possible.
These steps are designed to help you troubleshoot independently before reaching out to our support team.
Step 1: Clear Your Browser Cache and Cookies
A common cause of unexpected issues is outdated or corrupted cached data. To resolve this:
- Clear your browser cache and cookies, making sure the time range is set to “All time”.
- Alternatively, open the application in an incognito/private browsing window and try the action again.
If either of these steps solves the issue, it's very likely a browser or device specific problem. Clearing cache and cookies, or updating your browser, typically resolves this for other users.
Step 2: Check for Outdated Marketplace Add-ons
Outdated add-ons can lead to unexpected behaviour. To verify your add-ons are up to date:
- Navigate to Marketplace > Installed.
- Make sure all add-ons listed are updated to the latest version.
New updates often fix known bugs and introduce important improvements. Keeping your add-ons current is essential for a smooth experience.
Step 3: Disable Browser Extensions
Ad blockers, password managers, or security extensions can interfere with the application,
- Disable Browser Extensions (temporarily) and test if this solves the issue
Still Need Help?
If the steps above don’t resolve your issue, we’re happy to assist you directly!
You can contact us by clicking the “Submit a Request” button at the top of this page or by emailing us at support@elabnext.com.
To help us investigate faster, please include the following information:
- Are multiple users in your lab or organisation experiencing the same issue? (Yes/No)
- Which browser (e.g., Chrome, Firefox) and operating system (e.g., Windows, macOS) are you using?
- Screenshots or a video recording that clearly shows the issue.
- The ID(s) or URL(s) of the affected elements or records.
- Check Developer Console (Advanced): Press F12 or right-click > Inspect > Console and look for red errors or failed network requests.
Thank you for your cooperation — our team is here to help you every step of the way!