I'm having issues. What are some initial troubleshooting steps I can take?
This article provides several troubleshooting options to try if you're having issues with Harvest freezing sporadically, not loading properly, responding slowly, appearing broken, showing outdated project information, or displaying errors.
A local issue with your internet browser or computer can cause problems like this, and the steps below are a good starting point for resolving them.
Test in a different browser
If everything works as expected, you'll know that the cause lies with your original browser. The additional steps below can help you troubleshoot further.
Update your browser and operating system
Harvest is designed to run on the most recent build of each of the browsers we support. You can find a list of these, and download the latest versions, in our article on supported browsers. It's also important to keep your operating system up to date, since an old operating system might not allow you to update your browser to the latest version.
If the problem persists on the latest version of your browser and operating system, try clearing your browser's cache/cookies. Below, you can find how to clear the cache/cookies in each of our supported browsers. Further instructions can be found on each browser's website.
- On your computer, open Chrome.
- At the top right, click the three-dot menu button.
- Click More tools > Clear browsing data.
- At the top, choose a time range. To delete everything, select All time.
- Next to "Cookies and other site data" and "Cached images and files," check the boxes.
- Click Clear data.
- In the Safari app on your Mac, choose Safari > Preferences.
- Click Privacy.
- Click Manage website data.
- Select one or more websites.
- Click Remove or Remove all.
- Click the three-line menu button and select Preferences.
- Select the panel.
- In the Cookies and site data section, click Clear data....
- Remove the checkmark in front of Cookies and site data.
- With Cached web content check marked, click the Clear button.
- Close the about:preferences page. Any changes you've made will automatically be saved.
Select Settings and more > Settings > Privacy, search, and services.
Under Clear browsing data, select Choose what to clear.
Under Time range, choose a time range.
Select Cookies and other site data, and then select Clear now.
Disable add-ons and extensions
Browser add-ons and extensions can be helpful tools, but they’re also common targets for malware. Well-intentioned updates to add-ons can also have unintended effects on websites such as Harvest.
If you have any add-ons or extensions installed, we recommend disabling all of them and then restarting your browser. If you no longer see errors in Harvest, the problem likely had something to do with an add-on or extension. We recommend re-enabling them one at a time until the problem reappears, revealing the culprit.
Here are instructions for disabling add-ons and extensions in browsers that Harvest supports:
- Enter chrome://extensions/ in your address bar.
- Uncheck Enabled next to each add-on.
- Restart Chrome.
- In the menu bar, choose Safari and then Preferences.
- Click the Extensions tab.
- Uncheck the Enable box for each extension.
- Restart Safari.
- Click the three-line menu button in the top-right corner and then Add-ons. A new tab will open for managing add-ons.
- Click Extensions.
- Click the Disable button for each add-on.
- Go to the Appearance and Plugins sections and disable add-ons there.
- Restart Firefox.
Open Microsoft Edge.
At the top corner of the browser, select Settings and more > Extensions, then select the toggle next to the extension you want to turn off.
The extension icon next to the address bar will disappear.
Check for malware
If you’re repeatedly getting this error, it could mean that your computer is infected with malicious software. Try running a full antivirus scan on your computer to track down any potential sources of the issue.
Check for issues related to your network or firewall
To assess if there's an issue with your network, turn off the wifi/internet on your mobile device and try to access Harvest on your device's browser using cellular data. If this works, then you may need to take the steps below, or contact your internet service provider to see if there's an issue with their DNS.
- Make sure
getharvest.comare added to the allowed list for your firewall or other network protections.
- You may need to reset your router or modem.
Make sure your device's date and time are set automatically
Sometimes we see connection or sync errors pop up when your device's date and time aren't set automatically. To fix this, check your device's settings to ensure the date and timezone are set automatically by the internet. Then restart your device and sign in to Harvest to see if the issue is resolved.
These steps should help you troubleshoot any local issues you run into while using Harvest. If these solutions don’t work for you, please contact us and let us know what behavior leads to the error, and what browser you’re using when it happens.