Troubleshooting Guide

Fixing Upload/Proofing Page Issues

This guide will help you resolve issues with the Route1Print upload or proofing page not loading correctly. It includes browser-specific fixes and a quick guide to capturing errors using Developer Tools.

For Google Chrome

1. Open the page in Incognito Mode

• Click the three dots in the top-right corner of Chrome.
  
  

• Select "New Incognito Window".
  
  

• Paste the link into the address bar and try again.
  
  

• Shortcut: Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac).
  
  

2. Disable Ad Blockers / Privacy Extensions

• Click the puzzle piece icon (top-right).
  
  

• Find your ad/tracking blocker (e.g. AdBlock, uBlock Origin).
  
  

• Click the three dots next to it → choose “Pause on this site”.
  
  

• Refresh the page and try again.
  
  

3. Clear Cookies & Cache

• Click the three dots (top-right) → Settings.
  
  

• Go to Privacy and Security → Clear browsing data.
  
  

• Set Time range: All time.
  
  

• Tick Cookies and other site data and Cached images and files.
  
  

• Click Clear data, then close and reopen Chrome.
  
  

4. Try a Different Browser

• If Chrome still doesn't work, try Microsoft Edge or Firefox,
   or open the link on your mobile device.
  
  

For Safari (Mac)

1. Open the page in Private Mode

• Click File in the top menu bar.
  
  

• Select New Private Window.
  
  

• Paste the link and try again.
  
  

• Shortcut: Cmd + Shift + N.
  
  

2. Disable Content Blockers

• Go to the page that’s not working.
  
  

• Click Safari → Settings for This Website.
  
  

• Untick Enable content blockers.
  
  

• Reload the page.
  
  

3. Clear Cookies & Cache

• Click Safari → Settings (or Preferences).
  
  

• Go to the Privacy tab → click Manage Website Data.
  
  

• Click Remove All (or find and remove specific entries).
  
  

• Restart Safari and try again.
  
  

4. Try a Different Browser

• If Safari still doesn't work, try Chrome or Firefox,
   or open the link on your mobile device.
  
  

Next Steps: 

In order to narrow down the issues the client is facing, if the above fixes have not helped, will require some further information from the client. To be sent in via email or chat as a screenshot, for our development team to take a look at and work out the issue.  Below I will outline steps on Chrome and Safari to access that information. 

Using Developer Tools to Check for Errors

If the page is stuck loading, you can ask your client to use Developer Tools to view errors and send them to us for Dev support. 

In Chrome:

1. Right-click on the page and choose Inspect
    (or press Ctrl + Shift + I / Cmd + Option + I)
   
   

2. Click the Console tab — look for red errors.
   
   

3. Click the Network tab → reload the page.
   
   

4. Any failed requests will show in red.
   
   

5. Take a screenshot of the Console or Network tab and send it to support.
   
   

In Safari:

1. Go to Safari > Settings > Advanced → tick “Show Develop menu in menu bar”.
   
   

2. Right-click the page → Inspect Element.
   
   

3. Click the Console tab to view any red errors.
   
   

4. Go to the Network tab → reload the page.
   
   

5. Take a screenshot of errors or blocked requests and send them in.

What to send to Dan, or a Web Ticket: 

Only send to Dan, or a Web Ticket if you have tried the above troubleshooting tips without success. Anything sent directly to Dan should be done via email. 

1. The browser and Operating system used by the client

2. The original artwork attempting to upload, along with job number

3. Screenshot of dev console errors

4. Screenshots of what the client can see

5. Any other information that you feel is important