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Troubleshooting Guide: What to Do If Software Is Slow or Not Working

Shannon Brady
  • Updated

If your software is running slowly or acting strangely, spooling or freezing, try these steps before contacting support.

 

Check Your Internet Connection

Why: A weak or unstable connection can make software seem broken.

How to check:

  • Try opening another website (like www.google.com).

  • If that’s slow too, your internet may be the problem.

  • Try restarting your Wi-Fi router or switching to another network (e.g. mobile hotspot).

 

Refresh the Page

Why: Sometimes a simple refresh clears up small loading problems.

How to refresh:

  • Press F5 or click the 🔄 refresh button in your browser.

  • If that doesn’t work, move to the next step.

 

Try a Different Browser

Why: The software might work better in another browser.

How to try this:

  • If you're using Chrome, try Firefox, Edge, or Safari.

  • open another browser and go to the same website.

 

Clear Your Browser's Cache and Cookies

Why: Old data in your browser can cause problems loading websites.

Performance issues in BrightBooks, such as lagging or unresponsiveness, may be addressed by clearing your browser's cookies and cache. First, close BrightBooks and your browser entirely. Proceed to your browser’s settings to clear all cookies and cached data. Once done, reopen your browser and log back into BrightBooks to see if performance has improved.

How to do this (example for Chrome):

  1. Click the 3 dots in the top-right corner.

  2. Go to Settings > Privacy and Security.

  3. Click Clear browsing data.

  4. Choose "Cookies and other site data" and "Cached images and files".

  5. Click Clear data, then restart your browser.

(Let us know if you need help with a different browser!)

 

Ask a Colleague or Try Another Device

Why: This helps figure out if the issue is on your computer.

What to do:

  • Ask a coworker: “Is the software working for you right now?”

  • Try logging in from your phone or another computer.

 

Restart Your Computer

Why: A restart can fix many hidden problems in the background.

What to do:

  • Save your work.

  • Click Start > Power > Restart (on Windows) or Apple Menu > Restart (on Mac).

 

If It’s Still Not Working...

When you contact support, include:

  • What were you doing when it happened

  • What exactly is going wrong (slow, not loading, error message, etc)

  • If others are having the same issue

  • A screenshot, if possible