General troubleshooting
If you're experiencing any type of error with TaxDome or if a feature isn't functioning as expected, first, check if the issue is not on our side. Then, try these basic troubleshooting steps. These steps should help us narrow down the issue and find a solution.
Tip! If you suspect an issue might be caused by accidental actions of other team members, start by reviewing the Activity feed. This is a quick way to identify any recent changes or activities.
Go incognito
Attempt the action again using incognito mode (also called private browsing) in your browser.
If the issue doesn't happen again, proceed to the next step.
Tip! If possible, using a different browser is even better, as incognito mode retains some browser information.
Clear cache & cookies
Clear your cache and cookies. This can often resolve issues caused by stored data. Follow these steps based on your browser:
If the issue persists, move to the next step.
Test another browser
Try using a different browser to see if the problem persists. Make note of the browser name and version, if the issue is specific to one browser.
If it doesn't help, move next.
Send a browser console report
If the steps we've mentioned above don't solve the problem, it's time to get help from our support team. You can do so in three steps:
Step 1. Open your browser’s console report:
- Google Chrome:
1. Press Ctrl+Shift+J on your keyboard if you're using Windows or Cmd+Option+J if you're using Mac. Or just right-click on the page using your mouse and select Inspect.
2. Go to the Console tab.
- Mozilla Firefox:
1. Press Ctrl+Shift+K on your keyboard if you're using Windows or Cmd+Option+K if you're using Mac. Or just right-click on the page using your mouse and select Inspect.
2. Go to the Console tab.
- Microsoft Edge (former Internet Explorer):
1. Press F12 on your keyboard if you're using Windows or Cmd+Option+J if you're using Mac. Or just right-click on the page using your mouse and select Inspect.
2. Go to the Console tab.
- Safari:
- Press Cmd+Option+C on your keyboard. Or tap on the Safari icon in the upper-left, go to Preferences > Advanced and turn on the Show Develop menu in menu bar setting, then go to the Console tab.
- Or tap on the Safari icon in the upper-left, go to Preferences > Advanced and turn on the Show Develop menu in menu bar setting. Right-click on the page using your mouse and select Inspect Element from the menu, then go to the Console tab.
Step 2. Capture screenshots of your browser’s console report and the issue you've encountered. To do so, follow the manual for Windows and Mac. Or make a screen recording following the manuals for Windows and Mac.
Step 3. Contact our Support Team. Send the info you've gathered to our support team. We've prepared an article to guide you on how to do this.
Our team will review everything and let you know if the issue is a bug. Remember, our support team is here to assist you. Your help and the information you share are important to help us quickly and accurately solve the problem.
Grant support team access
If the issue remains, there's one additional step to speed up the resolution. Before contacting the support team, grant them access to the web portal in advance so that they can perform some action as if they were owners of your firm.
1. Go to Settings > Firm Settings from the sidebar menu.
2. In the Editor access section, toggle on Allow support team to log in with owner-like permissions.
3. (Optional) Set the time this permission is valid. By default, access is given for one month, but you can increase or decrease it.
4. Click Save.
