If MarketSharp is not loading, a page looks unusual, or a feature is not working as expected, try the steps below. After each step, return to MarketSharp and repeat the action that caused the issue. Note whether anything changes.
1. Refresh and sign in again
- Save any work you can, then refresh the page. Unsaved changes may be lost.
- Sign out of MarketSharp and sign back in, if you can.
- Check that your internet connection is working by opening another website. If your connection is unstable, reconnect and try again.
2. Clear your browser's cookies and cache
In your browser settings, open Clear browsing data (or the equivalent), select All time as the time range, and clear Cookies and other site data and Cached images and files. Close the browser completely, reopen it, sign in to MarketSharp, and test again.
Clearing cookies usually signs you out of websites. You do not need to clear saved passwords or autofill information. If you cannot clear browser data because of your organization's settings, ask your IT team for help.
3. Check for updates and restart
- Update your web browser to the latest version available to you. Close and reopen it to finish installing any update.
- Check your computer or device for operating system updates. Install any available updates, then restart the device.
- Open MarketSharp and try the same action again.
4. Try another browser
Open MarketSharp in a different, up-to-date browser and repeat the same steps. If it works there, you can use that browser while the issue in your usual browser is being diagnosed. Tell Support which browser works and which one does not.
If the problem happens only in one browser, you can also try a private or incognito window. If it works there, a browser extension or stored site data may be involved. If permitted by your organization, temporarily disable extensions one at a time in your usual browser and retest. Reenable them when finished. Your IT team can help if these settings are managed.
5. Check the page and record the result
- Make sure you are using your usual MarketSharp sign-in page and the correct account.
- If a button or field is cut off, reset browser zoom to 100% and maximize the window, then try again.
- If possible, try the same action on another device or network to see whether the issue follows your browser, device, or connection. Use only devices and networks approved by your organization.
- Avoid repeatedly clicking Save or submitting the same action if you are unsure whether it completed. Check the record first to prevent duplicate entries.
If you still need help
Please send Support as much of the following information as you can:
- What you were trying to do: The page or feature, and the steps you took, in order.
- What happened: What you expected, what actually happened, and whether it happens every time or only sometimes.
- Error details: The exact error message, if one appears. A screenshot of the full error is helpful.
- When it happened: Approximate date, time, and time zone, plus when the issue first started.
- Where it happened: Browser name and version, device type, operating system, and whether the issue occurs in other browsers, private windows, devices, or networks.
- What you tried: Which of the steps above you completed and what changed after each one.
- Examples: The relevant contact, appointment, or job reference and the page where the issue occurs, if applicable. Use your normal support channel to share account-specific details.
- Visuals: Screenshots or a short screen recording showing the steps and the result, if possible. Include the full browser window and visible error message when useful. Review images and recordings before sending them, and hide passwords, payment details, or other sensitive information.
The more detail you provide, the easier it is for Support to reproduce and investigate the issue.