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Access issues, blank screen, or broken layout: Troubleshooting Guide

If you noticed the platform is slow, data is not loading, buttons have "disappeared," or the layout is broken, this usually indicates a conflict in your browser or local network, rather than a failure in the Logcomex system.

Follow this checklist in order to restore your access:

1. Complete Cache Clearing

Old temporary files can "freeze" the correct platform version. We recommend two levels of clearing:

A. Hard Refresh (quick): On the platform screen, press Ctrl + Shift + R (Windows) or Command + Shift + R (Mac) simultaneously.

B. Clear Browsing Data (complete): If the shortcut above doesn't work, clear your browser history:

  1. In your browser (Chrome/Edge), press Ctrl + Shift + Delete.

  2. In the window that opens, select the time range "All time".

  3. Check only the options "Cookies and other site data" and "Cached images and files".

  4. Click Clear data.


 

2. View Settings (Translator and Zoom)

External browser tools can break the platform's visual structure.

  • Automatic Translator: Check if the Google Translate icon (in the address bar) is active translating the page. Disable it or select "Never translate this site." Automatic translation alters page code and prevents buttons and filters from working.

  • Screen Zoom (recommended 80%): To view dashboards with many columns and data, we recommend adjusting the zoom to 80%.

    • To reduce: Press Ctrl and the minus key (-).

    • To increase: Press Ctrl and the plus key (+).

 

3. VPN and Corporate Blocks

If you use a company VPN, it might be blocking communication with our servers.

  • Test: Temporarily disable the VPN and try accessing again. If it works, ask your IT team to allowlist the logcomex.io domain.

 

4. Network Test (Mobile Hotspot)

To rule out issues with your company's internet (Firewall/Blocks):

  • Test: Disconnect the computer from the company Wi-Fi and tether/share your mobile phone's 4G/5G internet (Personal Hotspot).

  • Diagnosis: If the platform loads normally on 4G, the problem lies in your company's network configuration. Contact your internal IT support.

 

Nothing solved it? Contact Support via Chat

If you performed the 4 steps above and the error continues, it might be a technical error.

  1. Click on the Chat icon in the bottom corner of the screen.

  2. In the conversation with SIA, describe your problem and inform which steps you already performed to restore normalcy.

  3. If the AI doesn't solve it, ask to be transferred to a human. Our team will investigate the technical block.