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Experiencing slow loading or an error screen? Here's how to fix it

If splose is loading slowly, showing a white screen, or displaying an error, here's what to do — including during known platform issues.

Updated over a week ago

⚠️ Please get in touch with our support team if you are encountering any issues

👉 Check our status page for live updates.

What you might be seeing

  • The page is loading slowly or appears to hang

  • A white or blank screen appears instead of your workspace

  • An error message appears on the screen- "Something went wrong" error messages when performing specific actions in the app

This article covers the above scenarios. If you are encountering issues relating to integrations or claim submissions, check out some of the links below:

Step 1: Try a hard refresh

A hard refresh forces your browser to reload splose from scratch, clearing any stale data that may be causing the problem. This resolves the issue for most users.

Operating system

Shortcut

Windows / Linux

Ctrl + Shift + R

Mac

Cmd + Shift + R

To resolve most issues without being logged out of your accounts, please clear only your browser cache. Ensure that cookies, browsing history, and download history remain unselected so you can stay signed in while still refreshing your connection.

Here's how to clear your cache and what options you should select based on your web browser:

Chrome

  1. Press the Settings (three vertical dots) menu in the top-right corner.

  2. Select Settings.

  3. Select Privacy & Security.

  4. Select Delete Browsing Data.

  5. Under More, select All Time.

  6. Select Cached and Image Files.

  7. Select Delete Data.

Safari

  1. Select Safari in the top bar, then click Settings.

  2. Select Privacy.

  3. Next to Website data: select Manage Website Data.

  4. You will be presented with a list of websites that you have previously visited. Scroll down to splose.com, select it, then select Remove.

  5. Select Done.

Edge

  1. Click File (Windows) or Edge (Mac).

  2. Click Clear Browsing History.

  3. Click the time range, and select All Time.

  4. Check the Cached images and files box. Deselect the other options.

  5. Click Clear Now.

Firefox

  1. Click History in the top bar.

  2. Select Clear Recent History.

  3. Under When, select Everything.

  4. Check Temporary Cached Files and Pages.

  5. Uncheck the other options.

  6. Select Clear.

After the refresh, splose should load normally. If it does — you're good to go.

Hard refresh didn't work?

Please contact our support team straight away with your workspace URL. Do not continue troubleshooting, as this may be a server-side issue affecting your account specifically, and our team needs to investigate directly.

Step 2: Check the splose status page

If a hard refresh doesn't help, check status.splose.com before trying anything else. If there's a known platform issue, it will be listed there — and no amount of browser troubleshooting will fix a platform-side problem.

If the status page shows all clear, the issue may be isolated to your browser or device — continue to the steps below.

Step 3: Try these browser steps

Only follow these if the status page shows no known issues and a hard refresh didn't help:

  • Try opening splose in a different browser (e.g. Chrome, Safari, Edge)

  • Clear your browser cache and cookies, then log back in

  • Disable any browser extensions temporarily and reload

  • Check your internet connection is stable- Open splose in a private or incognito window to rule out issues caused by extensions or stale cache

  • Reset your browser settings to default to remove potentially corrupted extensions or settings

Specific errors

TypeError: Failed to Fetch Dynamically Imported Module

If you encounter this specific error, follow these additional steps:

  1. Clear your browser’s cache and cookies as described in the general troubleshooting steps.

  2. Close all tabs related to the Splose app, quit the browser entirely, then reopen it and try accessing the app again.

  3. Open the Splose app in a private/incognito window or switch to a different browser to rule out issues caused by extensions or stale cache.

Error when clicking on a progress note

  • Clear your browser’s cache and cookies, then fully close and relaunch the browser before trying again.

Error when opening the client's page

  • Perform a full browser reset, including clearing cached files, site data, and resetting settings/extensions.

  • Reopen the app and navigate to the Clients page again.

Error message when previewing a PDF in splose

Our engineers have confirmed that a fix they deployed regarding a previous PDF preview issue should come into effect automatically for your account, and a hard refresh should apply the fix if you're still encountering this issue.

Still not resolved?

Reach out to our support team with:

  • Your workspace URL (e.g. yourpractice.splose.com)

  • A brief description of what you're seeing

  • The time the issue started

  • Which browser and device you're using

Our team will investigate and get back to you as quickly as possible.

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